Customers and payments

See every pre-order and its payment. Remind or release unpaid reservations, send final bills by weight, mark orders picked up, refund and cancel.

The Customers tab of a pre-order lists every order. Each one shows the customer (with Account or Guest), the items, the total and anything owing, the payment, the place (pickup location or delivery zone) and the date.

Pre-order orders also show in Orders, marked Pre-order, with Manage in Pre-orders. They never ring as new orders to accept. Everything you do with them happens here.

How customers pay

You choose this in Pre-order settings:

• Pay now: card at checkout. The order is secured at once.
• Reserve and pay later: the customer reserves, and we email them an invoice. Their stock is held until they pay or you release it.

Customers pay in full, or a deposit first and the rest later.

Payment states

State	What it means
Not paid yet	Reserved. The first invoice is open and not due yet.
Payment overdue	The first invoice is past due.
Paid	Paid in full.
Deposit paid	The deposit is in. No bill for the rest yet.
Balance owing	The bill for the rest was sent.
Balance overdue	That bill is past due.
Picked up / Delivered	Handed over.
Released	Never paid, and you let the stock go.
Cancelled / Refunded	Cancelled, or refunded.

Find orders

Use Everyone and Unpaid, the search (name, email, phone or order), and the filters for pickup or delivery, place, payment and date (Has a date or No date yet).

On a tablet or computer, an order opens in a panel beside the list. On a phone, it opens as a sheet.

Unpaid reservations

An unpaid order shows Not paid yet or Payment overdue, with when it’s due. “The stock stays held for them until they pay or you release it.” The payment system sends its own reminders.

• Remind emails the customer their invoice again, and texts them a reminder with the link. A reminder isn’t sent again within an hour of the last one, or after 10 reminders. You then see how many were sent and skipped, for example “2 reminders sent. 1 skipped: no invoice to re-send, or reminded recently.”
• Release cancels the invoice and puts the stock back on sale.

When an invoice is overdue, the customer gets a text saying their order may be released. Nothing is released on its own: you decide.

What the customer gets when you release: an email, “Your pre-order n wasn’t paid, so it was let go”. It says nothing was charged, and that they can reply if they still want it.

Hand over

For a pickup order that’s paid in full, press Picked up (“Marked as picked up.”). The customer isn’t emailed.

Do several at once

Tick orders, then use the bar at the bottom:

Button	What it does
Remind	Emails these customers their invoice again, then shows how many were sent and skipped.
Release	Cancels their invoices and puts the stock back on sale.
Picked up	Pickup orders that are paid in full only.
Send balance bills	Orders with the deposit paid: emails the bill for the rest, at the quantities they ordered. Enter final weights first if they changed.

Final weights

For items sold by weight, enter what you actually weighed in the order’s Final weights. The order must be paid (in full or the deposit) and not handed over yet.

• Deposit orders: press Send the final bill. “We bill the rest of the order at these weights.” A weight more than 3 times what was ordered is refused.
• Paid in full: they paid for what they ordered. If you weighed less, press Save and refund the difference and they get the difference back. We never charge more. If nothing changes the price, use Save weights.

The box shows the items as ordered and about what they come to at your weights, before tax.

What the customer gets:

• A final bill: an email, “Your final bill from your store”, with the deposit they paid, the rest and the due date, and a Pay the rest button. Also a text with the link.
• A refund for lighter weights: an email, “We’ve refunded $n on your pre-order”. It can take 5 to 10 business days to show up.

Setting a date also sends the balance bill to deposit orders. See Dates, pack list and packing.

Cancel and refund one order

On a paid order, press Cancel and refund. Choose how much to refund, up to what they paid (a partial refund is fine), then Cancel order.

The customer gets the full refund amount from your payment account balance. Local Pass’s fee and the card fee aren’t returned.

What the customer gets: an email, “Your pre-order n was cancelled”, with the amount refunded (it can take 5 to 10 business days to show up), or “No refund was made.”

To cancel every order at once, cancel the whole pre-order. See Pre-orders.

Disputes

If a customer’s bank opens a dispute, the order says so. Answer it in your Stripe account before the deadline.

Export and report

• Download CSV gives every order with the customer’s name, email and phone, items, place, date, payment, total, paid, owing and refunded. It holds customers’ contact details: keep it safe.
• Report shows totals By item, By place and By day ordered, for orders that weren’t cancelled, refunded or released. It can be downloaded as a CSV too.

What the customer gets when they order

• Reserve and pay later: an email, “Pay to hold your pre-order from your store”, with the amount, the due date and a pay button, plus a text with the link. They don’t need a Local Pass account.
• After paying: a receipt, “Paid: your pre-order from your store” (or “Deposit paid”).

Replies to these emails come to you.

What you get when someone orders

You can get an email and a text for each new order. Choose in Pre-order settings.