The journey of an order
Here’s how a typical order moves through your shop:Order comes in
A customer places an order through your website, by phone, by email, or in person. If it comes from your website or a relay network, it arrives as Unconfirmed and needs to be reviewed.Orders created manually (walk-in, phone) are set to Confirmed by default. You can change this to Unconfirmed under Create order default status in your fulfilment settings — useful during peak periods when you want to review and assign every order before it enters your workflow.
Confirm the order
Review the order details: customer, products, delivery address, date, and any special notes. If everything looks good, change the status to Confirmed.On your Dashboard, unconfirmed orders appear in a green section at the top. You can confirm them one at a time or use Bulk Confirm to accept several at once.
Prepare the arrangement
Your team makes up the order. Print a worksheet from the dashboard so your florists have the recipe, card message, and delivery details in front of them.Once the arrangement is ready, update the status to Ready for Fulfilment. Some shops use the Picked status first if they separate stock picking from making up.For collection orders, marking as ready triggers a notification to the customer telling them their order is ready to collect. If you mark an order ready the night before, the notification waits until 8am the next morning rather than sending immediately.
Send it out
What happens next depends on the fulfilment method:Delivery orders get added to a Delivery Run. When your driver heads out, the status changes to Out for Delivery. Your driver uses the Digital Florists App to update the status and take a proof-of-delivery photo.Collection orders wait in the shop. When the customer arrives and picks up, mark it as Fulfilled.Relay orders are sent to the partner florist. The status updates as the relay network confirms delivery.Courier orders are handed to the courier. The status moves to With Courier, and tracking information is attached to the order.
A visual summary
| Stage | Status | Who does it | What happens next |
|---|---|---|---|
| New order arrives | Unconfirmed | System | Review and confirm |
| Order accepted | Confirmed | You or your team | Print worksheet, start making |
| Stock pulled | Picked (optional) | Your team | Make the arrangement |
| Arrangement ready | Ready for Fulfilment | Your team | Add to delivery run or wait for collection |
| On the van | Out for Delivery | Driver | Deliver and take photo |
| Handed to courier | With Courier | Courier | Wait for delivery confirmation |
| Done | Fulfilled | Driver or you | Order complete |
What about payments?
Payment status is tracked separately from the order status. This means:- A Confirmed order can be Unpaid (common for website orders with pay-later links)
- A Fulfilled order can be Partially Paid (deposit taken, balance outstanding)
- A Cancelled order can be Refunded or have No Refund
When things change
Editing an order
You can edit any order that hasn’t been fulfilled yet. Open it, make your changes, and click Update. Common edits include changing the delivery address, swapping products, or adjusting the fulfilment date.Cancelling an order
If a customer cancels, open the order and click Cancel Order. Choose whether to issue a full refund, no refund, or a custom amount. You’ll need to enter a reason so you have a record.Substituting items
If an item isn’t available, click into the order details and use the swap icon to substitute it for an alternative. This keeps a clean record of what was originally ordered and what was actually used.Tips for a smooth workflow
- Confirm orders as early as possible so your team can start preparing
- Print worksheets in bulk at the start of the day rather than one at a time
- Use the Production view on your dashboard to see total quantities across all orders before you start making up
- Check the Shopping List to know exactly what stems and materials you need for the day
- Assign orders to team members so everyone knows what they’re responsible for
Common questions
Do I have to use every status?
Do I have to use every status?
No. Use the statuses that fit your workflow. Many shops skip Picked and go straight from Confirmed to Ready for Fulfilment. The system is flexible.
What if a customer wants to change their order after it's confirmed?
What if a customer wants to change their order after it's confirmed?
You can edit any order until it’s been fulfilled. Open the order, make the changes, and click Update.
How do I know if an order has been paid?
How do I know if an order has been paid?
Every order shows its payment status (Unpaid, Partially Paid, Paid). Your dashboard also shows an Unpaid Orders alert for any fulfilled orders that haven’t been paid in full.
What happens to cancelled orders?
What happens to cancelled orders?
They’re removed from your dashboard and delivery runs. You can still find them by searching or filtering for cancelled orders. The cancellation reason and any refund details are recorded on the order.
What’s next?
Orders Overview
Learn about order types, statuses, and management.
Create an Order
Step-by-step guide to creating a new order.
Delivery
Set up delivery runs and assign drivers.
Your Dashboard
Manage everything from your daily command centre.