Managing orders from your Wix store
4 min read
How an order reaches us
- Your buyer orders and pays in your Wix store.
- When Wix approves the order, it tells us straight away. We create the order in your Wix channel, under Orders.
- We only bring in orders with at least one product linked to our products. Products you sell that are not ours stay in Wix for you to send yourself.
In Wix the order shows as paid and not fulfilled. This is normal: it stays like this until we send it.
The buyer's name, email, phone and delivery address come from the Wix order. A note the buyer left at checkout is kept on the order.
How the order is paid
We pay for the order as soon as it arrives:
- First from your account balance.
- If the balance is not enough, from your saved cards, in the order you set them.
When it is paid, the order goes to our warehouse.
If we cannot take the money, the order waits and does not go to the warehouse. We send you an email that says the order is on hold and how much is outstanding, with a link to the order. To release it:
- Top up your balance with Top Up in the menu. Then open the order. When your balance covers the amount, the order shows Order ... is not paid yet with your balance and a Pay ... with balance button. Press it.
- To stop this happening again, save a card in Saved Cards. Orders from your channel are then paid and sent without waiting.
Follow your orders
- Open your Wix channel from the menu and go to Orders.
- The list shows our Reference, the client, the Date, the number of items and the total. The icon in Status shows where the order is, for example Submitted, In Warehouse, Packed or Dispatched. Hold the mouse over the icon to read it.
- Press an order to see its products, the buyer's details, and its shipments with the tracking number once it is sent.
The search box searches our order reference. To find a Wix order, look for the buyer's name in client or sort by Date.
When we send the order
When the order leaves our warehouse, we mark it as fulfilled in Wix. If the parcel has a tracking number, we add it, with the carrier and the tracking link. Wix can then tell your buyer that the order is on its way.
Cancelling an order
There is no cancel button on our side. To cancel an order, ask us in the chat on our website as soon as you can. We can only cancel before the order is dispatched, and once it is packed it may be too late.
- If you cancel the order in Wix, we cancel our order too, as long as it has not been dispatched.
- If we cancel an order on our side, we also cancel it in Wix.
Returns
A buyer who wants to send something back contacts you, not us. Your buyer must not send anything back until it has been agreed with us: ask us in the chat on our website first. Refunds go to your balance.
When something goes wrong
A test order or a real order did not come over Check these in order:
- The order must be approved in Wix. An order still waiting for payment does not come over.
- At least one product in the order must be linked to ours. It must show three green ticks in My Products. A product you created in Wix yourself and never matched is not ours.
- Your channel must still be connected. Open the channel dashboard and check the three green ticks.
The Fetch orders button on the channel dashboard does not work for Wix yet. It shows Not available. Wix sends us orders by itself, so an order that was missed needs our help: ask us in the chat on our website, with the Wix order number.
The order came over but is not moving Open it. If it is not paid yet, pay it as shown above. Check your email too: we write to you when an order is on hold.
The order came over with fewer products than in Wix Only products linked to ours come over. Send the others yourself, or link them to our products in My Products before your next sale.
The order stays not fulfilled in Wix after we sent it This happens when the channel was disconnected or the app was removed from your Wix site. We cannot update Wix without it. Reconnect the channel from its dashboard. Then mark the order as fulfilled in Wix yourself and add the tracking number from the order page.