Orders and returns

Pick your situation. Everything happens in Orders, in the side menu.

Your situation	Case
The parcel leaves today	Ship with tracking
In-store pickup	Click & Collect
Ebook, pattern or file	Digital product
Seats for a workshop	Event
Full refund	Refund everything
Missing item, goodwill gesture	Partial refund
The order will not ship	Cancel
The customer sends an item back	Customer return
The customer wants another size	Exchange
Invoice request	Invoice or credit note
"I didn't get any email"	Email not received
A subscriber wants to stop or pause	Stop a subscription
An installment did not go through	Failed payment
A customer calls	Find an order
Sales for your accountant	Export
When does the money arrive?	Payouts
Paid, but no order	Order not found

Ship an order with a tracking number

Example: a €54 order To ship, dropped at La Poste under number 6A12345678901.

1. Open the order and, in Order management, click Confirm shipment.
2. Pick La Poste as Carrier and enter 6A12345678901 in Parcel number.
3. Click Confirm shipment.

Result: the order moves to Shipped, the customer gets the Shipping confirmation with the tracking link, then the parcel's step (Picked up, Out for delivery, Delivered...) shows in the list. For Mondial Relay: Generate label.

Learn more: Orders.

Prepare a Click & Collect order

Example: a customer chose in-store pickup and comes by on Saturday.

1. In the To pick up tab, open the order (Pickup address card, time slot if any) and prepare the bag.
2. When the customer is there, click Confirm pickup, then Confirm.

Result: the order moves to Picked up with the date. No email goes out: the pickup instructions were in the order confirmation (customizable in automatic emails).

Learn more: Orders.

Order for a digital product

Example: a customer buys a €12 PDF ebook.

Result: nothing to ship, the order arrives as Paid. The customer gets the Order confirmation (invoice link) and Digital content, whose button opens the downloads in their area if they had a customer account at purchase (files stay available), otherwise the order's download page. A file replaced on the product is served at the next download. Email not received: see this case.

Learn more: Digital product.

Order for an event

Example: a pottery workshop on November 14, 8 seats at €45.

1. On the Event product, enter date, time and place, and set the Quantity to 8 in the product pricing. Each booking arrives as Paid, with no shipment to confirm.
2. For the attendee list, search the workshop's name in orders, tick one, then More actions > Export to CSV file on the results.

Result: the confirmation shows the event and serves as proof of booking (no QR-code ticket). With 0 seats left, the product shows as sold out. Reminder or change of venue: write to the exported emails.

Learn more: Event.

Refund a whole order

Example: a customer ordered by mistake, you refund the €89 before shipping.

1. Open the order and, in the Payment card, click View Stripe payment.
2. In the Stripe details, refund the full amount and confirm.

Result: the customer gets the Refund email, the order moves to Refunded and its loyalty points earned are removed. The refund is final and does not touch stock: correct it on the product. Order that should no longer ship: close it.

Learn more: Orders.

Refund one item or an amount

Example: out of 3 items, the €35 sweater is out of stock. You ship the rest and refund the sweater.

1. Open the order, then View Stripe payment in the Payment card.
2. Refund 35 € in the Stripe details and confirm.
3. Note it in Notes ("Sweater refunded, out of stock"), then ship the rest.

Result: the order keeps its status, with the Partially refunded badge; the customer gets the Refund email for €35. Same for shipping costs or a goodwill gesture. If there is a return request, refund from it (Handle a customer return).

Learn more: Orders.

Cancel an order

Example: the customer cancels the day after ordering, before shipment. There is no "Cancel" button: you refund, then you close.

1. Refund the whole order.
2. In the ⋮ menu at the top right of the order, choose Close order, then Confirm.

Result: the order leaves To ship and shows as Refunded, or Closed without a refund (duplicate, free order). Only the refund email goes out: let the customer know if needed.

Learn more: Orders.

Handle a customer return

Example: a customer sends back a €79 dress within 14 days.

1. Turn on Withdrawal requests in the Withdrawal form, under Themes, with your conditions (item condition, return address, return shipping costs).
2. The customer files her request on /pages/withdrawal: you get an email, the request is Pending in Orders > Returns.
3. Parcel received, open the request, click Refund (Return request card), check the ticked items, then Refund followed by the amount.

Result: the customer is refunded €79 on her card (shipping not included) and gets the Refund email; the request moves to Refunded. Damaged item: Decline, no email goes out, let her know yourself.

Learn more: Returns and Withdrawal.

Exchange a size

Example: jeans received in size 40, the customer wants a 42. Vivlab has no exchange feature:

• Return then new order (cleanest for stock and invoices): they file a return request for the 40, you refund it on receipt, they order the 42.
• Manual exchange: they send back the 40, you ship the 42 without a new order. Record it in Notes and adjust the stock of both sizes on the product.

Result: with the return, each movement has its invoice; manually, the original invoice still shows 40.

Learn more: Orders.

Send an invoice or a credit note

Example: a business customer asks for the invoice for their order.

1. Open the order and click View invoice in the Payment card.
2. Download the PDF, or send the page's address to the customer.
3. For several orders, tick them, then More actions > Download invoices as PDF.

Result: it is the invoice attached to the confirmation; for a subscription, each installment is in Invoice history. Vivlab does not issue credit notes for online refunds (shown in the Payment card, the customer's email and the payout report): issue it in your accounting tool.

Learn more: Billing.

The customer did not receive the confirmation email

Example: a customer got neither the confirmation nor the download link.

1. Find the order with her email or order number.
2. Check the address at the top of the order (often a typo), then her spam folder.
3. As a last resort, send her the invoice (View invoice) and, for a digital product, email her the file.

Result: no button resends the confirmation; with a customer account, she sees her orders in her area. Edit tracking then confirming resends the shipping email. Several customers affected: check your sending address.

Learn more: Email sending.

Stop or pause a subscription

Example: a subscriber to your €29 monthly box wants to stop after this month.

1. In Orders > Subscriptions, search for their name or email and open the subscription.
2. Click Cancel subscription, then confirm with Cancel subscription.

Result: they stay subscribed until the end of the paid month, with no charge after, and get the Subscription cancellation email. No pause button on the dashboard: a customer with an account pauses and resumes from their area; otherwise, as to stop immediately or refund an installment, use Manage on Stripe.

Learn more: Subscriptions.

Failed subscription payment

Example: a customer's subscription moves to Past due; her card expired.

1. Open the subscription and check the expiry date under Payment method.
2. Write to the customer (Vivlab does not notify her). With a customer account, she saves a new card in her area.
3. Follow Stripe's retries with Manage on Stripe.

Result: once paid, the subscription goes back to Active and an order appears. If every retry fails (number set in your Stripe account), it moves to Unpaid.

Learn more: Subscriptions.

Find an order quickly

Example: a customer calls with their order number or email.

1. In Orders, search the number, the customer's email or a product name (not the customer's name).
2. Narrow down with the status tabs (To ship, Shipped...) or Filter > Delivery method.
3. Open the order; the arrows at the top move to the next one.

Result: status, tracking, payment and internal notes are visible. The Assistant button also answers "Orders to ship".

Learn more: Orders.

Export orders for accounting

Example: your accountant wants every October sale in a spreadsheet.

1. In Orders, tick one order, then More actions > Export to CSV file.
2. Choose All items and CSV for Excel, Numbers or other spreadsheets, then Export.
3. For the PDFs, tick the month's orders and choose Download invoices as PDF.

Result: a file with date, customer, numbers, amounts, address, status and invoice link, to filter by month. For bank reconciliation (Stripe fees, VAT), add the PDF report of each payout.

Learn more: Orders.

Know when you get paid

Example: you sold €1,200 this week.

1. Open Orders > Payouts and check the Arrival and Status of payouts: Pending, In transit, then Paid.
2. Open a payout to see its sales and the Summary of the calculation.

Result: Stripe pays out your sales automatically, within 2 business days as standard, minus refunds, disputes and Stripe fees. A Failed payout is fixed in Store > Payment with Manage Stripe account.

Learn more: Payouts.

Unpaid or pending order

Example: a customer says they ordered, but you find nothing. An order only appears once the payment succeeds: there is no "awaiting payment" order.

1. Search their email in Orders. Nothing: the payment did not go through.
2. Find their cart in Customer accounts > Abandoned carts (the automatic reminder can write to them) and invite them to order again.

Result: if the order exists but the Payment card does not show Payment succeeded, or shows a high Risk evaluation, check with View Stripe payment before shipping.

Learn more: Abandoned carts.