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SpreeShop
Dashboard

Managing Orders

A day-to-day guide to handling orders: reviewing new orders, moving them through production, communicating with customers, and shipping.

Daily Order Flow

Most shop owners follow this routine for daily order management:

  1. Check the dashboard — Log in and review the Revenue snapshot and Recent Orders feed. New orders appear here within seconds of payment.
  2. Review new PAID orders — Open each new order and verify the items, sizes, personalization fields, and shipping address are correct. Flag any issues before starting production.
  3. Move orders to PROCESSING — Acknowledge receipt and move eligible orders to PROCESSING via bulk action.
  4. Check the Production Board — Review what is stuck or overdue. Move cards forward as work progresses through your shop.
  5. Follow up on proofs — Check the PROOF_SENT column for orders awaiting customer approval. Send reminders for orders pending more than 48 hours.
  6. Mark shipped orders — Add tracking numbers for packages handed off to carriers. Customers receive automatic shipping notifications.

Tip

Enable email notifications in Settings → Notificationsto receive an email every time a new order is placed. This is especially useful for lower-volume stores so you don't need to check the dashboard constantly.

Communicating with Customers

SpreeShop handles most customer communication automatically (order confirmation, proof requests, shipping notifications). For direct communication, use the Message Customer button in the order detail view. This sends a branded email from your store to the customer, and their reply goes to your store's support email address.

All customer messages are logged in the order timeline so you have a record of every interaction.

Handling Cancellations and Refunds

To cancel an order, open the order detail and click Cancel Order. You will be prompted to choose:

  • Full refund — Refunds the full amount to the customer's original payment method.
  • Partial refund — Enter a specific refund amount (useful if you have already incurred production costs).
  • No refund — Cancel without refunding (use only if the customer has agreed to forfeit payment, e.g., for an order that violated your terms).

Refunds are processed through Stripe and typically appear on the customer's statement within 5-10 business days.

Warning

Once an order has been moved to IN_PRODUCTION or later, cancellation with a full refund may not be appropriate if you have already incurred production costs. Use partial refund to cover your costs.

Related Articles

Orders (Admin Guide) →Full order management reference.Production Board →The 8-stage production Kanban board.Proofs →Artwork proof review and approval.

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