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Fulfilling orders

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 print shipping labels for orders, use our integration with ShipStation.

Tip: Try the Squarespace Commerce 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: iOS, Android.

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

Get mobile push notifications

Download the Squarespace Commerce App and enable push notifications on your phone to receive alerts for new orders.

View the order details

Open an order to view its details.

Desktop iOS Commerce App Android Commerce App
  1. In the Home Menu, click Commerce, then click Orders. You can also press ? while any panel is open and search orders.
  2. Hover over the Orders drop-down menu and click Pending Orders, Fulfilled Orders, or Cancelled Orders.
  3. Click any order to open the Order Summary window.
Tips:
  • You can also search by the customer's order #, email, or name. When searching by order number, exclude the #.
  • Use menu shortcuts to add links to key Commerce panels directly to the Home Menu.

The Order summary includes:

  • Billed to
  • Charge ID
  • Items
  • Order #
  • Order total
  • Quantities
  • Shipping costs
  • Shipping to
  • Subtotal
  • Tax

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

Click the tabs to view:

  • 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.
  • Internal notes - Add or view notes about the order.
  • Email notifications - Resend the order confirmation email.

The app will always open on the Orders dashboard.

  1. If you're on a different dashboard, tap Orders.
  2. Tap Pending, Fulfilled, and Cancelled to view orders by status.
  3. Tap the Sorted By drop-down menu to sort by order date.
  4. To search for an order, swipe down and type the customer’s name or order number into the Search field.
  5. Tap any order to view the order details.

In the order details, scroll to see:

  • Date and time of the order
  • Delivery option
  • Email
  • Grand total
  • Internal notes
  • Items
  • Order #
  • Payment details
  • Quantities
  • Shipping address
  • Shipping costs
  • Subtotal

The app will always open on the Orders dashboard.

  1. If you're on a different dashboard, tap Orders.
  2. Tap Pending, Fulfilled, and Cancelled to view orders by status.
  3. Tap the Sorted By drop-down menu to sort by order date.
  4. To search for an order, swipe down and type the customer’s name or order number into the Search field.
  5. Tap any order to view the order details.

In the order details, scroll to see:

  • Date and time of the order
  • Delivery option
  • Email
  • Grand total
  • Internal notes
  • Items
  • Order #
  • Payment details
  • Quantities
  • Shipping address
  • Shipping costs
  • Subtotal

Fulfill a pending order

When you’re ready to ship a physical order, or when you’ve completed a service order, follow these steps to mark the order as fulfilled.

Tip: Use menu shortcuts to add links to key Commerce panels directly to the Home Menu.
Desktop iOS Commerce AppAndroid Commerce App
  1. In the Home Menu, click Commerce, then click Orders. You can also press ? while any panel is open and search orders.
  2. In the top-left corner, hover over the Orders drop-down menu, and select Pending Orders.
  3. Click an order to open it.
  4. In the order summary, click Mark Fulfilled. You may need to scroll down depending on your browser window size.

3.1.png

  1. To send an “Order Fulfilled” email to the customer, leave Send Order Fulfilled Notification checked. This email will send immediately after clicking Confirm. Uncheck this option if you don’t want to send an email.
  2. Optional: To help you and the customer track the package online, add a tracking number in the Tracking Number box. Including a tracking number helps you track the shipment.
  3. If we recognize the carrier based on the tracking number, the Carrier drop-down 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. Optional: If you’re shipping the order in multiple packages, enter a different tracking number for each package.
  2. Click Confirm to fulfill the order.
  1. After you’ve logged in and selected a site, the app will always open on the Orders dashboard. If you’re on a different dashboard, tap Orders. Your pending orders display by default.
  2. Find the order, and tap it to open the order details.
  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 to 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 drop-down menu to select your carrier.
  7. Tap Fulfill to fulfill the order. The order will move to the Fulfilled tab.
  1. After you’ve logged in and selected a site, the app will always open on the Orders dashboard. If you’re on a different dashboard, tap Orders. Your pending orders display by default.
  2. Find the order, and tap it to open the order details.
  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 to 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 drop-down menu to select your carrier.
  7. Tap Fulfill to fulfill the order. The order will move to the Fulfilled tab.

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 summary 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 summary, but won't be clickable.
  • The Delivery section always displays for physical products. If you don't add a tracking number, nothing appears in the Delivery section.

3.4.jpg

Tip: To edit a tracking number on desktop, move the order back to Pending. Click Mark fulfilled, enter the new tracking number, and then click Confirm. It's not possible to edit a tracking number from the Commerce App.

Bulk-fulfill orders

To print and fulfill multiple pending orders at a time:

  1. In the Home Menu, click Commerce, and then click Orders.
  2. In the Orders panel, check the pending orders to fulfill. To fulfill all pending orders, check one, then click Select All in the action bar that appears below.
  3. Click Mark Fulfilled.
  4. To send an “Order Fulfilled” email to the selected customers, leave the Send Fulfillment Email toggle on. 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 box 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:

Desktop iOS Commerce AppAndroid Commerce App

In the Orders panel, click the drop-down menu and select Fulfilled Orders. The most recent orders will appear at the top of the list.

In the Orders dashboard, tap Fulfilled.

In the Orders dashboard, tap Fulfilled.

Undo a fulfillment

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

Desktop iOS Commerce AppAndroid Commerce App
  1. In the Orders Panel, double-click the order to reopen the Order Summary.
  2. Click Mark 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 in the top-right corner.
  2. Tap Move to Pending.
  3. Tap Yes to confirm. The order will move back to the Pending tab.

This won’t unsend the fulfillment email. To contact the customer with an update, you can email or call them.

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

This won’t unsend the fulfillment email. To contact the customer with an update, you can email or call them.

View the charge in Stripe or PayPal

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

Desktop iOS Commerce App Android Commerce App
  1. In the Order Summary, click View in Stripe or View in PayPal.

1.2.png

  1. In the order details, scroll down and tap Payment details.
  2. Tap Charge.
  3. Your payment processor will open in a new window. Log in to view the charge.
  1. In the order details, scroll down and tap Payment details.
  2. Tap View Charge in [Payment Processor].
  3. Your payment processor will open in a new window. Log in to view the charge.

Next steps

After you fulfill the order, you may want to:

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Fulfilling orders