Process fulfillment, refunds, restocks, and cancellations

Plan availability: Free. Order status updates, manual fulfillment progression, and Square refund actions are available on Free. Delivery, shipping, and paid payment methods keep their own plan requirements. The active production feature matrix is authoritative if an administrator changes an entitlement.

Open the order detail

Open Orders, then select the order you need to work. The order detail route is /dashboard/orders/:orderId. Confirm the fulfillment type, payment status, customer, and scheduled date before changing anything.

Move fulfillment forward

1. Use Edit Fulfillment when the pickup, delivery, or shipping type, date, time, instructions, or location needs correction. Choose Save Fulfillment to apply the scheduling change.
2. For an internal or manual order, use Mark In Progress, Mark Prepared, and Mark Completed as the work moves through production.
3. For a Square fulfillment, use the state that matches the real handoff: Mark In Progress, Mark Ready, Mark Packaged, Mark Shipped, Mark Delivered, or Mark Picked Up.
4. Do not mark an order complete just because payment succeeded. Fulfillment state describes the customer handoff.

Refund and restock deliberately

1. Choose Refund on the order detail. The Refund Order dialog supports a simple refund or itemized quantities.
2. Review Refund amount, Select items to refund, and the optional Reason.
3. Keep Restock items enabled only when the physical inventory is actually returning to available stock. Partial refunds cannot use every full-refund option.
4. For a full refund, decide whether the order should be removed or cancelled when the dialog offers that choice. Stored-value returns and card refunds may be shown separately.

Cancel only when the order should stop

Choose Cancel Order when the order should no longer be fulfilled. An entirely unpaid cancellation can release held stock; a paid order normally needs an explicit refund and restock decision first. Read the cancellation confirmation and decide whether the customer should receive the cancellation email.

What customers see

Customers see the fulfillment status and any configured order or payment notifications. A refund changes the payment outcome, while a fulfillment update changes what the customer should expect at pickup, delivery, or shipment. Keep the two decisions separate so a paid order is not accidentally treated as fulfilled.

Common problems

• The button is missing. Square fulfillment controls appear only for eligible Square orders; internal and local orders use the manual progression controls.
• Inventory changed twice. Repeated payment or fulfillment actions are designed to be idempotent, so wait for the first action to finish before retrying.
• Restock is unavailable. Restocking is limited by the refund mode and whether the order contains tracked inventory.
• The customer received the wrong expectation. Edit fulfillment before sending a new reminder; saving fulfillment updates scheduling and customer reminders without changing totals or inventory.

Next steps

• Collect deposits and later balances
• Configure pickup, delivery, and shipping checkout
• Connect Square-powered checkout

Keywords

fulfillment status, Edit Fulfillment, Mark Ready, Mark Delivered, Mark Picked Up, Mark Shipped, refund order, restock items, Cancel Order, order lifecycle