Managing orders
How to view, manage, fulfill, and keep track of customer orders in Squarespace Commerce.
- Difficulty
- Beginner
When a customer buys from your Squarespace store, their order appears in your Orders panel. This guide shows you how to manage orders from the moment they come in to marking them as fulfilled.
Quick summary
Go to Products & Services > Orders to see all orders. Click on any order to view its details. Mark orders as Fulfilled once you've shipped or delivered them. Squarespace automatically emails customers an order confirmation when they buy, and can email them again when you mark the order as fulfilled.
Finding your orders
Log in and open your site.
Click Products & Services in the main menu on the left.
Click Orders. You'll see a list of your orders.
Understanding order statuses
| Status | What it means |
|---|---|
| Pending | A new order you haven't fulfilled yet |
| Fulfilled | You've marked the order as shipped, ready for pickup, or delivered |
| Canceled | The order was canceled and fully refunded |
New paid orders arrive as Pending, ready for you to process. Download products, gift cards, and subscriptions are fulfilled automatically at checkout. Refunds show as Refunded in the order's Payment column. A partly refunded order keeps its current status (Pending or Fulfilled).
Viewing an order
Click on any order in the list to see the full details:
- Billing details (who paid)
- Shipping address (for physical products)
- Items ordered with quantities
- Order total, including subtotal, shipping, and tax
- Form responses (anything the customer entered in your add-to-cart or checkout forms, such as special instructions)
The order also has a Note tab for your own notes, and an Activity tab that shows the order's history.
Marking an order as fulfilled
Once you've packed and shipped an order (or provided a service), mark it as fulfilled so your records stay accurate. Squarespace can also email the customer to let them know.
Open the order from the Orders list. To see only unfulfilled orders, click All statuses and choose Pending.
Click Mark as Fulfilled in the order details.
Optionally, add tracking information in the Tracking Number field. Squarespace fills in the carrier if it recognizes the number. If it doesn't, choose Other and type the carrier's name.
Choose whether to email the customer. Leave Email the customer that their order has been fulfilled checked to send the email, or uncheck it.
Click Confirm to fulfill the order.
Customer notification
If you leave the email option checked, Squarespace sends the customer an "order fulfilled" email as soon as you confirm. If you added a tracking number, the email includes it.
Issuing a refund
Open the order you need to refund.
Click the Refund button in the order details.
Choose a full or partial refund. To refund only part of the order, edit the refund amount. For a full refund of products with a stock level, leave Restock Inventory checked to put the items back in stock.
Click Issue Refund (and Confirm if asked). Your payment processor sends the money back and the customer is notified by email. A full refund also cancels the order.
Refund timing
Refunds typically take 5–10 business days to appear in the customer's bank account, depending on their bank and payment method. This is outside Squarespace's control. You can't undo a refund once it's issued.
Filtering and searching orders
Use the search and filter tools at the top of the Orders list to find orders by:
- Customer name or email
- Order number (leave out the #)
- Product name
- Status (Pending, Fulfilled, or Canceled)
- Fulfillment method (shipping or pickup)
This is helpful when you have many orders and need to find a specific one quickly.
Common questions
I didn't receive an email for a new order. Why?
New order emails go to the site's administrators and store managers, at the email address on their Squarespace account. They come from no-reply@squarespace.com with the subject "A new order has arrived." Check that store notifications are switched on for your site in your account's email notification preferences, and check your spam folder. If notifications are on but you're still missing them, contact Squarespace support.
A customer says they didn't receive their order confirmation. What do I do?
Open the order in your Orders panel, click the ... icon, and choose to resend the order confirmation email. Ask the customer to check their spam folder too. The email is sent automatically by Squarespace, from the "From" address set in your customer notification settings.
Can I download or export my orders?
Yes. In the Orders panel, click Export data, then Download CSV. Choose which order statuses, dates, and products to include, then click Download. This is useful for accounting or fulfillment.
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