Everything on an order’s page

The button at the top changes as the order moves along: Start making for made-to-order pieces, It’s made and packed, Mark as packed, Mark as posted and, once everything’s posted, Mark as delivered.

In the Progress panel you can tap any step to move the order there. Write the buyer a note in the box if you like (left blank, they see the usual wording), and switch on the email underneath to tell them too. Choosing Posted opens Mark as posted, and once something is posted the order can’t go back to the workbench.

Buyers follow their order from the link in their confirmation email. New shows as “Order received”, Making shows as “Being made”, Quality check shows as “Final checks”, Packed shows as “Packed with love”, Posted shows as “On its way” and Delivered shows as “Delivered”. Their page also shows your maker updates, any note you added when moving it along, and each parcel’s tracking. Private notes and tags never show.

In the Progress panel, press Write one beside Send a maker update. Write Your message, press Add a photo if you like, choose whether to email it to them too, and press Send update. On a downloads-only order it’s in the Downloads panel.

Timeline lists everything that has happened, newest first: checkout started, paid, each move, maker updates, parcels, the emails sent (or not), cancellations and more. Type in the box and press Add note for a private note. Buyers never see private notes.

Customer shows the buyer’s name, email and phone, whether they have an account or bought as a guest, how many orders they’ve placed, and whether they get your emails. Anything they wrote at checkout shows as Note from them. Copy copies the whole delivery address, and Profile opens their customer page.

Press Change beside Delivery address in the Customer panel, or Add address if there isn’t one. It’s for when the buyer gets in touch about a mistake or a move. Their order page shows the new address, the old one stays on the timeline, and the delivery price doesn’t change. Once everything has been posted, the address can’t be changed.

A gift has a Gift label, and an It’s a gift box in the Customer panel with who it’s for and the buyer’s message. A posted gift goes to the address under Send it to, and its packing slip leaves the prices off.

For downloads, the recipient gets a gift email with the files, straight away or on the day the buyer picked, shown as Sending on. Send the gift email again in More sends it again. Buyers can only choose a gift while Gift options is on in Checkout.

Items lists each thing with its version, how many and any personalisation, and Copy all copies every answer at once. Underneath are the Subtotal, any discount, delivery and the total. After a refund it adds Refunded and You keep.

Payment shows whether the order is paid and how. Demo payment means it went through the pretend checkout the shop uses until card payments are switched on, so no money moved. Marked as paid by hand means they paid you directly. While an order is unpaid, it says how long their items are held. Refunds start here too.

On an unpaid order, or one whose checkout ran out, press Mark as paid at the top. Choose How did they pay? (Bank transfer, Cash, Card in person and Something else), add a Note like the payment reference, and press Mark as paid. It then works like any paid order: they get their confirmation and any downloads, and it’s ready to make and post.

Only do it once the money is really with you. It counts as a sale like any other, so Handsold’s fee applies. Only people allowed to give refunds see the button. Paid another way? has more.

In More, choose Cancel this unpaid order, add a Reason only you see if you like, and press Cancel order. Anything held for it goes back on sale. If they do finish paying later, the order comes back on its own. Unpaid checkouts also run out by themselves after the time in Hold items for.

In More, choose Cancel and refund. Pick Why?, add a note for the buyer if you like (it shows on their order page), choose whether to email them, and press Cancel and refund. They get everything back, stock goes back on the shelf and downloads are turned off. It can’t be undone.

It’s only offered until something has been posted. After that, use Refund. Only people allowed to give refunds see it.

In More: Send the order confirmation again, and Email their download links (or Send the gift email again for a gift). For a parcel’s posting email, press Send the email again on the parcel in Posting. Each one shows on the timeline.

Copy the customer’s order link in More copies the address of their order page. It opens without signing in, so only send it to them.

For an order with files, Downloads shows each file and how often they’ve downloaded it. Its menu has Copy a 7 day download link, Reset the download count, Remove the download limit, Give 30 more days, Never expire, and Turn it off or Turn it back on. Your shop’s own limits are in Download limits.