---
title: "Orders and returns: common cases"
description: "Ship, prepare a pickup, refund, cancel, handle a return or an exchange, send an invoice, troubleshoot a subscription, know when you get paid."
url: https://docs.vivlab.com/en/guides/orders
---
# Orders and returns
Pick your situation. Everything happens in **Orders**, in the side menu.
| Your situation | Case |
| ----------------------------------- | -------------------------------------------------------------------------- |
| The parcel leaves today | [Ship with tracking](#ship-an-order-with-a-tracking-number) |
| In-store pickup | [Click & Collect](#prepare-a-click-collect-order) |
| Ebook, pattern or file | [Digital product](#order-for-a-digital-product) |
| Seats for a workshop | [Event](#order-for-an-event) |
| Full refund | [Refund everything](#refund-a-whole-order) |
| Missing item, goodwill gesture | [Partial refund](#refund-one-item-or-an-amount) |
| The order will not ship | [Cancel](#cancel-an-order) |
| The customer sends an item back | [Customer return](#handle-a-customer-return) |
| The customer wants another size | [Exchange](#exchange-a-size) |
| Invoice request | [Invoice or credit note](#send-an-invoice-or-a-credit-note) |
| "I didn't get any email" | [Email not received](#the-customer-did-not-receive-the-confirmation-email) |
| A subscriber wants to stop or pause | [Stop a subscription](#stop-or-pause-a-subscription) |
| An installment did not go through | [Failed payment](#failed-subscription-payment) |
| A customer calls | [Find an order](#find-an-order-quickly) |
| Sales for your accountant | [Export](#export-orders-for-accounting) |
| When does the money arrive? | [Payouts](#know-when-you-get-paid) |
| Paid, but no order | [Order not found](#unpaid-or-pending-order) |
## 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](https://docs.vivlab.com/en/sections/orders.md#confirm-a-shipment).
## 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](https://docs.vivlab.com/en/sections/emails.md#automatic-emails)).
Learn more: [Orders](https://docs.vivlab.com/en/sections/orders.md#confirm-an-in-store-pickup).
## 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](#the-customer-did-not-receive-the-confirmation-email).
Learn more: [Digital product](https://docs.vivlab.com/en/sections/products.md#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](https://docs.vivlab.com/en/sections/products.md#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](#cancel-an-order).
Learn more: [Orders](https://docs.vivlab.com/en/sections/orders.md#refund-all-or-part-of-an-order).
## 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](#handle-a-customer-return)).
Learn more: [Orders](https://docs.vivlab.com/en/sections/orders.md#refund-all-or-part-of-an-order).
## 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](#refund-a-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](https://docs.vivlab.com/en/sections/orders.md#close-an-order).
## Handle a customer return
**Example**: a customer sends back a €79 dress within 14 days.
1. Turn on **Withdrawal requests** in the [Withdrawal form](https://docs.vivlab.com/en/sections/themes-withdrawal.md), 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](https://docs.vivlab.com/en/sections/orders-returns.md#process-a-request) and [Withdrawal](https://docs.vivlab.com/en/sections/returns.md).
## 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](#handle-a-customer-return), 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](https://docs.vivlab.com/en/sections/orders.md#return-request).
## 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](https://docs.vivlab.com/en/sections/invoices.md).
## 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](https://docs.vivlab.com/en/sections/emails.md#sending-address).
## 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](https://docs.vivlab.com/en/sections/subscriptions.md#cancellation).
## 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](https://docs.vivlab.com/en/sections/subscriptions.md#handle-a-failed-payment).
## 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](https://docs.vivlab.com/en/sections/orders.md#find-an-order).
## 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](https://docs.vivlab.com/en/sections/payouts.md#the-payout-report-in-pdf).
Learn more: [Orders](https://docs.vivlab.com/en/sections/orders.md#export-orders-for-your-accountant).
## 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](https://docs.vivlab.com/en/sections/payouts.md#know-when-the-money-arrives).
## 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](https://docs.vivlab.com/en/sections/abandoned-carts.md).