Manage orders and payments
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Updated: Mar 23, 2026
The orders table, statuses and collecting payment in chat.
Quick answer
Every cart becomes an order under Commerce, then Orders. Send a payment link from the order; when the customer pays, the order flips to Paid automatically. Mark it Fulfilled as you dispatch.
Where to find it: Commerce, then OrdersOpen page
Commerce, then Orders lists every order with customer, items, total and status.
| Status | Meaning |
|---|---|
| Pending | Cart received, payment not yet collected. |
| Paid | Payment confirmed. |
| Fulfilled | Shipped or delivered; you set this as you dispatch. |
| Cancelled | Called off by you or the customer. |
Collecting payment
- 1Open the order and select Send payment link.
- 2The customer pays through the link; the order flips to Paid automatically.
- 3Follow up with a Utility template for confirmation and delivery updates. Utility messages are allowed outside the 24-hour window because they are transactional.
Note Orders synced from Shopify or Square carry their payment and fulfilment status from the source system. Manage those there and the status mirrors here.
Common questions
A customer paid outside the link (cash, bank transfer). Can I mark it paid?
Yes. Open the order and set the status manually; the change is recorded on the order.
How do refunds work?
Issue the refund through your payment provider or source store, then update the order status here so the record matches reality.
Still stuck?
Raise a ticket or chat on WhatsApp. We typically reply within 24 hours.