Managing An Order

Last updated on October 12th, 2022 at 11:49 am

Applies to: 
Business Taster, Business Basics & Business Enhanced Account Holders

1. Access Your Order

  1. Log in to store account ‘Dashboard’ or Select ‘Store Manager’ at the top right-hand side of the website.
  2. From the left-hand side menu select ‘Orders Received’

You can narrow down your orders by selecting any of the relevant headers.


You can filter you orders by Date Range, Product Name and Status.

2. Open and View Order

To check the status of an order, click the ‘Eye Icon’ found on the right-hand side of the order.

At the top left-hand side of the page, you will see the Order #Number and the current status of the order.

3. Change Status of Order (Shipped, Completed etc)

To change the status of your order, click on the tab opposite ‘Order Status’.

This provides a drop-down menu for you to select the status of your order. Please see table below for meanings.

PENDING PAYMENT (Automatic)Order received; no payment initiated. Awaiting payment (unpaid).
PROCESSING (Automatic)Payment received (paid) and stock has been reduced; order is awaiting fulfilment.
All product orders require processing, except those that only contain products which are both Virtual and Downloadable.
ON HOLD (Automatic)Awaiting payment – stock is reduced, but you need to confirm payment.
COMPLETEDFinal Action – order fulfilled, shipped where required and completed – This transfers your pay-out information to ‘Payments’ on the main dashboard menu.
REFUNDED (Automatic once issued)Refund has been issued to Buyer (full, partial, amount etc). This transfers your refund information to ‘Refunds’ section on the main dashboard menu.
Learn more about how to refund here.
SHIPPEDOrder fulfilled and shipped/dispatched to customer– Physical product

Select the required order status and click the ‘Update’ button at the side.

E-mails are automatically sent to the Buyer with each order status update.

NOTE: – Although ‘Pending Payment’, ‘Processing’ and ‘Hold’ are set automatic as the financial transaction is captured, you can still select these actions if required.

4. Complete an Order

This is the last action required and only when an order (inc. downloadable) has been dispatched or an appointment, event etc has taken place. This indicates to the Buyer and the Wellbeing Umbrella site that the order has been fulfilled.

To acheive this select the ‘tick within the circle’ icon.

Tick the ‘OK’ button in the box that appears, this will also change the status on your Order Details page to Completed.

This now enables payment information to be noted under the ‘Payment’ section in the main dashboard menu and enables a listing review request to be emailed to a Buyer. This usually takes place 5 days after order status is set to completed. ‘Learn more about How to Gain & Manage Reviews on Your Listings’.

Alternatively, if you need to check the payment status of an order first, select the ‘eye’ icon rather than the ‘tick in the circle’ icon, this will open the order details.

Here you can select ‘Completed’ from the drop-down menu, then click the ‘Update’ button at the side.

Order Status Updated box appears to confirm action.

5. Manage a Physical Order

Managing the order that requires shipping, requires further actions including packing slips and adding shipping information where appropriate.

If your listing is a physical product you can print a packing slip by selecting the green ‘P’ icon (on top right hand of the order details page). This will download the packing slip to your device so you can print. The delivery (shipping) address is presented on right-hand side of the packing slip.

Alternatively, on the main order listings page (where all your orders are listed) you can select the ‘P’ icon on the relevant order.


Once the order has been dispatched, select ’Shipped’ from the drop-down menu on the Order Details page and click the ‘Update’ button at the side. An E-mail will automatically be sent to notify the Buyer, and the status will change on the order.

Once the order has been shipped/dispatched then select ‘Complete’ from the dropdown menu on the Order Details page and click the ‘Update’ button at the side to save selection. See the ‘COMPLETE AN ORDER’ details for more information.

6. Manage an Appointment/Class Order

Managing an appointment or class order is exactly the same as managing any order. If you wish to cancel or re-arrange an appointment or class booking please see our ‘How to Cancel/Re-arrange an Appointment or Class Booking’ (coming soon).

7. Refunds

If you are unsure of Buyers Rights to cancel, return or request refunds please check our Wellbeing Umbrella Terms For Sellers.


On the main order listings page (where all your orders are listed), select the double arrow icon on the relevant order.

Complete the form presented with relevant refund information, (full, partial, amount etc). Select the ‘send/submit’ button.

You will receive a notification/email to inform you that the refund has taken place. The Buyer will receive an email at the same time informing them of the refund. Refunds are back in Buyers account within 10 calendar days.

Learn more about Refund Policy/Buyers/Sellers T&C’s.

8. Add Note

Add a note for your reference or add a note for the customer, in the box provided.

Select from the drop-down menu whether this is Private note (for your reference) or Note to Customer (information sent to customer) then select the ‘ADD’ button


If an attachment is to be sent with the order such as photographs or proof of postage, you can do so here.

Give your upload a name in the box available.

Select the green ‘UPLOAD’ button.

Select the ‘Upload Files’ tab (if files previously uploaded select ‘Media Library’ tab)

Upload the required files either by drag and drop or by selecting files from your device.

This will drop your files into the Media Library, select the file (if not automatically selected), then click the blue ‘Submit’ button at the bottom of the page.

You can check the upload is correct by selecting the white arrow in the green circle icon.


Select the green ‘REMOVE’ button.

ORDER NOTES – For your reference you will find a full history log of the order here.

Other Related Listing Sections:

Wellbeing Umbrella

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