Orders

View online, in-store, booking settlement, and write-down orders; fulfill delivery and collection; refund and correct tenders.

List filters

Toggle Active, Shipped, Collect, and other chips to narrow the list. Search by order number, email, name, or tracking. The channel column distinguishes online checkout, in-store / POS sales, and related types. Active orders may also show as a badge on the Orders link in the admin bar.

Unpaid online orders (Online — Manual checkout) stay under Active until you mark them paid or cancel them. Digital unpaid orders appear when Active filters are on All, not under Delivery / Collect alone.

Order detail

Open an order to see line items and customer details. When a product had customisation fields, the customer’s answers appear on the line (and on pick slips, tax invoices, quote PDFs, and related emails).

Unpaid online orders

When Online — Manual is enabled under Settings → Payments, customers can place an online order without paying by card. Those orders show as unpaid:

1. Stock is held; gift cards applied on the cart are redeemed; coupons count toward use limits.
2. The customer gets an unpaid confirmation email (optional payment instructions from Payments settings). You get the usual shop notification.
3. Tax invoices and digital downloads wait until payment is receipted.
4. Shipping / pickup actions stay locked until paid.

From the order:

• Mark as paid — record cash, manual, gift card, or QR (Stripe) for the balance due. Creates the tax invoice, download links, and customer receipt.
• Cancel unpaid order — restores stock, credits gift cards used on the order, restores coupon use, and cancels any pending QR session. This is not a refund.

If a QR payment is still pending, mark paid with cash carefully — finish or cancel the QR first. A late Stripe charge may need a refund in the Stripe Dashboard.

Fulfillment

1. For delivery orders, select items to ship and enter tracking.
2. For collection orders, mark items ready, then mark picked up when the customer collects.
3. Use Print pick slip when you need a packing PDF.

Tax documents

When tax invoices are enabled under Settings → Business, download Tax invoice and Credit note PDFs from the order (and related flows). Appointment fees can be included or excluded via Settings → Bookings → General. Unpaid online orders do not get a tax invoice until marked paid.

Refunds

From the order detail, open Refunds → Refund:

1. Choose items or Refund total, add a reason, and optionally send a refund email.
2. Pick a Refund method — record the card / wallet provider used on the sale (you still process the money in that provider’s dashboard), return to a Gift card when the sale used one, or credit a Customer deposit when the order has a linked client.

Refunds are not available on unpaid orders — cancel or mark paid first.

Always start the refund in TatShop so stock, gift card balances, and deposits stay correct — then complete any card refund in Stripe if needed.

Payment tenders

Use Payment tenders → Correct manuals to change which manual method was recorded. Amounts stay the same; Stripe, QR, and gift card tenders cannot be edited here.

Write-down orders

Stock write-downs from POS appear as write-down orders. Reverse them from Reversals on the order (or from Products → Adjustments) to restock.

Related sales

Counter sales are taken in Point of sale. Appointment settlements are finished from Bookings → Settle booking.