Fulfilling orders

Pack and ship your customer’s order, or coordinate a scheduled pick-up.

Last updated January 15, 2025

Follow this guide to learn how to fulfill new orders when they arrive in your store. When you fulfill an order, you can add a tracking number for the package.

To simplify shipping, you can buy and print shipping labels through Squarespace, or connect a shipping extension like Easyship, Shippo, or ShipStation.

Tip

Register for our Managing orders webinar where we'll cover running test orders, fulfilling real orders, and issuing refunds.

Before you begin

  • Orders for physical products can be marked as fulfilled, with the option to send a fulfillment notification including a tracking number.
  • Orders for service products can be marked as fulfilled, with the option to send a fulfillment notification.
  • Orders for download products or gift cards are fulfilled automatically.
  • Marking an order as Fulfilled helps with record keeping, but isn't required to receive funds from the purchase, or to continue a customer's subscription.

Get store notifications

Get emails

If you're an Admin or Store Manager, you'll receive email notifications for each new order. The email comes from no-reply@squarespace.com, with the subject line A new order has arrived.

The notification email includes:

If the product is a subscription, the email also includes the next renewal date.

The emails send to the address linked to your account. To send email notifications to an additional recipient, add their email address as a contributor with Admin or Store Manager permissions.

The customer will see similar information in their Order Confirmed email, which acts as their receipt.

Get mobile push notifications

Download the Squarespace app to get alerts for new orders and low or out-of-stock inventory. How you enable notifications depends on which version of the app you're using.

  1. Tap More, then tap Notifications.
  2. Tap the site that you'd like to get notifications for.
  3. Tap the Store Alerts toggle to switch it on. This toggle enables order and inventory notifications for that site.
  4. Tap the back arrow, then tap Done at the top of the screen to save your changes.

You can also set a fulfillment reminder for pending orders:

  1. Tap Commerce, then tap Orders. From the dropdown menu, tap Pending.
  2. Tap a pending order.
  3. Tap the clock icon, then choose from Later Today, Tomorrow, or In two days
  4. Tap Done at the top of the screen.
  1. Tap More, then tap Notifications.
  2. Tap the Store Insights toggle to switch it on. This toggle enables order and inventory notifications for every site on your account.
  3. Tap the back arrow to save your changes.

View order details

Open an order to view its details.  

  1. Open the Products & Services panel and click Orders.
  2. To filter your orders by status, click the All Statuses drop-down menu and click Pending, Fulfilled, or Canceled. To filter your orders by fulfillment method, click the All Methods drop-down menu and click Shipping or Pickup.
  3. Click any order to open the Order details window.

If a customer buys multiple products with different fulfillment profiles at the same time, their order is divided into separate orders, one for each fulfillment profile. You need to fulfill each order individually.

Tip

  • You can also search by the customer's order #, email, or name. When searching by order number, exclude the #.

The Order details include:

  • Billed to
  • Charge ID
  • Custom product and checkout form responses
  • Items
  • Order #
  • Order total
  • Quantities
  • Shipping costs
  • Shipping to
  • Subtotal
  • Tax

If the order is for a subscription product, the Order details displays a link to view the subscriber details.

Click the tabs to view:

  • Note - Add or view notes about the order.
  • Activity - This tab shows the history of the order, including changes in payment status and fulfillment status. The name, date, and contributor who made each change also display.

Click the ... icon to cancel the order or resend the order confirmation email.

  1. Tap Commerce, then tap the Orders panel.
  2. By default, all pending orders appear.
    • Tap Pending to switch to Fulfilled or Canceled orders.
    • Tap the sort icon to sort orders from the newest or the oldest.
    • Use the search field to search for a specific order. 
  3. Tap an order to view all order details. 
  4. Tap the icons at the top of page for more options, including printing the receipt, resending the order confirmation, or canceling the order.

To refresh the orders list, swipe down in the Orders panel and release. A refresh circle appears while the orders are updating.

Note

In the app, the order summary always displays the product's featured image, even if your customer purchased a different variant. Review the product details to confirm the item they purchased. 

Note

If you use the Commerce APIs, keep in mind that the preceding zeros in an order number aren't part of the order number itself. For example, if an order number displays as 00123, the order number that appears in the Orders API is 123.

Fulfill a pending order

When you’re ready to ship a physical order, when a local pickup order is ready to be picked up, or when you’ve completed a service order, follow these steps to mark the order as fulfilled. Orders made via Point of Sale are automatically fulfilled. When you fulfill a local pickup order, customers receive an email letting them know that the order is ready for pickup.

Tip

Try the Squarespace app to fulfill orders on your mobile device. The app automatically adds tracking numbers when you scan shipping labels, helping you speed up order fulfillment. Download for iOS or Android.

  1. Open the Products & Services panel and click Orders.
  2. Click View all, then click Pending in the top-left corner.
  3. Click an order to open it.
  4. In the order details, click Mark as Fulfilled
Mark_as_fulfilled.png
  1. The order details will display on the right side of the page.
  2. Optional: To help you and the customer track the package online, add a tracking number in the Tracking Number field. Including a tracking number helps you track the shipment. To add multiple tracking numbers, click the icon.
  3. To send an “Order Fulfilled” email to the customer, leave Email the customer that their order has been fulfilled checked. This email will send immediately after clicking Confirm. Uncheck this option if you don’t want to send an email.
  4. If we recognize the carrier based on the tracking number, the Carrier dropdown menu will automatically update. If you’re using a carrier we don’t recognize, select Other, and enter the name of the carrier. Our recognized carriers are:
  • Australia Post

  • Canada Post

  • DHL
 eCommerce
  • DHL Express
  • FedEx

  • UPS

  • USPS

  • Royal Mail

  1. Click Confirm to fulfill the order.
  1. Tap Commerce, then tap the Orders tab. From the dropdown menu, choose Pending.
  2. Tap the order you want to fulfill.
  3. At the bottom of the screen, tap Fulfill order.
  4. To send an “Order Fulfilled” email to the customer, leave the Send Fulfillment Email toggle on. To skip the email, switch the toggle off.
  5. To include a tracking number in the email, scan the shipping label barcode or tap the field and enter it manually. Including a tracking number helps you track the shipment.
  6. If the shipping carrier doesn’t auto-populate, tap the Select Carrier dropdown menu to select your carrier.
  7. Tap Fulfill or to fulfill the order. The order will move to the Fulfilled list.

Scan a shipping label

If you're fulfilling an order from the Squarespace app and you have the shipping label ready, you can scan the tracking number from the app. If you don’t have the shipping label, or if you’re having trouble scanning, tap the Tracking number field to enter the number manually.

To scan a label: 

  1. Tap Commerce, then tap Orders.
  2. In the Pending list, tap an order to fulfill.
  3. Tap Mark as fulfilled or Fulfill order.
  4. Tap Scan tracking number or Scan barcode to open the scanner.
  5. If prompted, allow Squarespace to access your camera. If you’ve disabled camera access, enable it in your device's settings.
  6. Align the camera with the shipping barcode, ensuring that the barcode fits fully in the scanner field.
  7. Hover until your device accepts the scan. The window will close, and the tracking number and carrier will display.
  8. Tap Fulfill or to fulfill the order.
scanning-a-barcode-with-the-squarespace-app.gif

Note

It's not possible to scan square QR codes. If your shipping label has a QR code instead of a bar code, enter the tracking information in the order summary.

Give Squarespace permission to use your camera

To scan shipping labels, you need to give the Squarespace app permission to use your device's camera. If you previously disabled access to your device's camera in the app, you can re-enable it in your settings. The way you enable this depends on which version of the app you're using.

  1. On your home screen, tap More, then tap Settings.
  2. Tap Privacy.
  3. Tap Camera.
  4. Find Squarespace and slide the permission toggle on. It turns green when it’s enabled.
  1. On your home screen, tap More, then tap Settings.
  2. Tap Privacy.
  3. Tap Permission manager.
  4. Tap Camera.
  5. Tap Squarespace, then tap Allow only while using the app or Ask every time. It appears in one of the Allowed lists when it’s enabled.

How tracking numbers appear

You can add tracking numbers for physical products.

  • The tracking number is included in the Order Fulfilled notification.
  • It's also available in the order details for your records.
  • If the tracking number is associated with a carrier we recognize (Australia Post, Canada Post, DHL eCommerce, DHL Express, FedEx, UPS, or USPS), it will be a link. Clicking the number opens the carrier's tracking page.
  • If the tracking number is associated with a different carrier, it will display in the Order Fulfilled notification and order details, but won't be clickable.
Tracking_number.png

It's not possible to edit a tracking number, but you can add a second tracking number to an order. To do this, move the order back to Pending. Fulfill the order again, and enter the second tracking number. Both tracking numbers will display in the Order Fulfilled email.

If the customer chose a carrier calculated shipping option and you bought a USPS shipping label through Squarespace, the tracking number also displays on the order status page for customers who are logged into their accounts.

Note

At this time, DHL eCommerce and DHL Express tracking links only work for shipping addresses within the United States.

Tip

You can set up a branded tracking page and send automated delivery updates to your customers by connecting the Aftership extension. While we work with third-party services to ensure Squarespace Extensions work properly, extensions fall outside our scope of support. We can help with connecting or disconnecting your extensions. For all other questions, contact the extensions provider directly.

Bulk-fulfill orders

To print and fulfill multiple pending orders at a time:

  1. Open the Products & Services panel and click Orders, then click View all.
  2. In the Orders panel, check the pending orders to fulfill. To fulfill all pending orders, check one, then check the box in the action bar that appears below.
  3. Click Mark as fulfilled.
  4. To send an “Order Fulfilled” email to the customers, leave the Email the customer that their order has been fulfilled box checked. To skip the email for all customers, switch the toggle to off.
  5. Optional: To include tracking numbers in the emails, add tracking numbers in the Tracking Number field for each order. The Carrier drop-down menu will automatically update with the carrier associated with the number if it's a standard carrier.
  6. Click Confirm.

View fulfilled orders

To view orders you fulfilled:

In the Products & Services panel, click Orders. Click View all, then click Fulfilled in the top-left corner. Each row contains the details of an individual order, with the most recent order appearing at the top of the list. The Channel column tells you whether the sale was made online or in person with Squarespace point of sale.

In the Orders tab, tap the Pending drop-down menu, then tap Fulfilled.

Undo a fulfillment

If you mark an order as Fulfilled by mistake, you can undo the fulfillment:

  1. In the Products & services panel, click Orders, then double-click an order to reopen the Order details.
  2. Click Mark as Pending to set it back to Pending.

This won't unsend the fulfillment email. To contact the customer with an update, email them.

  1. In the Orders tab, tap the order and then tap Manage or ... in the top-right corner.
  2. Tap Move to Pending.
  3. Tap Yes to confirm. The order will move back to the Pending list.

This won’t unsend the fulfillment email or automatically send an order status update to your customer. To contact the customer with an update, you can email or call them.

View the charge in your payment processor

You can view detailed payment receipts in your Squarespace Payments, Stripe, PayPal, or Square account. This is the best place to find information about transaction fees and when payments will be deposited into your bank account.

In the Order details, scroll down and click View payment. Your payment processor will open in a new window. If you use Stripe or PayPal, log in to view the charge.

Next steps

After you fulfill the order, you may want to:

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