Order lifecycle

The Orders list#

The top of the Orders page shows four totals for the orders that match your filters: Orders, Order value, Awaiting payment and Awaiting fulfilment.

Below them, the list shows each order with its customer, channel, date, payment status, delivery status and total.

To find orders:

• Type an order number or email in the search box.
• Click Needs fulfilment to see only orders that still have items to ship.
• Use the Status, Payment, Fulfilment and Channel filters to narrow the list.
• Click Clear to remove every filter.

The page has two tabs: Orders and Returns. Returns are covered in Returns and refunds.

Create an order by hand#

Use a manual order when a customer buys by phone, chat or in person. Manual orders take stock out of your inventory the same way storefront orders do.

To create an order:

1. Open Orders from your desk and click New order.
2. Under Customer, pick an existing customer. For a guest, enter an Email (for a guest) and a Phone instead.
3. Under Delivery, choose Delivery and enter the address, or choose Pickup / no shipping.
4. Under Items, pick a Product, set the Qty and check the Unit price. Click Add item for more lines.
5. Optionally enter a Shipping charge and a Note.
6. Check the Subtotal, Shipping, Tax and Total, then click Create order.

Order statuses#

Each order has three statuses. They are shown as badges on the order and in the list.

Most of these change on their own as you work. Recording a payment updates the payment status. Shipping a parcel moves the order to Shipped, and delivering every parcel moves it to Delivered. A full refund moves the order to Refunded.

The order detail sheet#

Click an order to open it. The sheet has five pages, listed across the top:

A Verified buyer badge next to the phone number means the shopper confirmed that number with a code before ordering.

Change the status by hand#

You can set the order status yourself when you need to correct it.

1. Open the order and stay on the Overview page.
2. Click More actions.
3. Pick a status from Set status manually.

Cancel an order#

To cancel an order:

1. Open the order and click More actions.
2. Click Cancel order, then confirm with Cancel order.

When you cancel:

• The items go back into stock.
• Any gift card used on the order is credited back.
• A Tamara payment is cancelled or refunded with Tamara, and a message tells you what happened.
• A courier pickup that was booked for the order is cancelled.
• The shopper gets a cancellation email, if that email is turned on.

Cancelled and refunded orders stay visible but become read-only.

Unpaid card orders and abandoned checkouts#

When a shopper pays by card, Apple Pay, Tamara, Tabby or another online payment, the order is saved before they reach the payment page. Until the payment is confirmed it shows in the list as Awaiting card payment.

• It counts only under Awaiting payment. It is left out of Order value, Awaiting fulfilment, your sales figures and the new orders on myDesk.
• If it is still unpaid 60 minutes after it was placed, Kartlo cancels it as an abandoned checkout and puts the items back into stock. Nobody gets an email about it.
• If the payment still comes through after that, the order opens again, the stock is taken again and you get the usual new order alert.
• If an item ran out in the meantime, the order still shows as paid and a note on its timeline tells you to check the stock before you ship, or refund the shopper.

Emails the shopper receives#

Kartlo emails the shopper at key moments. You can turn each email on or off and send yourself a test.

To manage them, open Settings › Emails & notifications › Order emails. Orders without an email address get no emails; the shopper can still follow the order from its order page.