Orders

Orders are at the heart of your shop. Whether a customer orders online, calls you up, or walks in, every order flows through the same system so nothing gets missed.

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How orders work

Every order has three key pieces of information:

• Status tells you where the order is in your workflow (new, confirmed, ready, delivered)
• Fulfilment method tells you how it gets to the customer (delivery, collection, relay, or courier)
• Payment status tells you whether it’s been paid

These three things update independently. An order can be confirmed but unpaid, or paid but not yet fulfilled. Your Dashboard uses these to highlight what needs your attention.

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Order statuses

Orders move through these stages as your team works on them:

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Order types

When creating an order, you choose a type that helps you organise your work:

• Gift is the standard order type for bouquets, arrangements, and plants
• Funeral is for sympathy flowers, tributes, and arrangements going to a funeral director or service. You can set a funeral date and time so these get prioritised on your dashboard.
• Event is for orders linked to an event or wedding quotation
• Corporate is for business clients, often on account terms

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Fulfilment methods

How the order gets to the customer:

• Delivery means your team delivers it locally
• Collection means the customer picks it up from your shop
• Relay sends the order to another florist to fulfil (via Direct2Florist, Send to a Friend, or manually)
• Courier sends it via a courier service like Royal Mail or DPD (requires an integration to be set up)

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Payment statuses

Orders track payment separately from fulfilment:

• Unpaid means no payment has been received yet
• Partially Paid means a deposit or partial payment has been taken
• Paid means the full amount has been received
• Over Paid means more was collected than the order total
• Refunded or Partially Refunded means money has been returned to the customer
• Void means the transaction was voided
• Expired means the transaction expired without payment

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The order details view

When you click an order on your Dashboard, you open the order details view (also called the make-up view). This is where you and your team will spend most of your time, so it’s worth getting familiar with it. At the top you’ll see the order occasion, fulfilment method, fulfilment date, and order total. Below that, the view is organised into sections:

• Customer Details with the customer’s name, address, email, and phone number
• Order Items showing each product, its variant, quantity, price, description, and spaces to add notes and card messages
• Upload Attachment for adding photos or documents to the order
• Linked Tasks showing any tasks connected to this order
• Notification Logs showing what emails or messages have been sent to the customer

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What you can do from the details view

• Change the status to move the order to its next stage (Ready, Out for Delivery, Fulfilled)
• Print Receipt, Print Labels, or Print Worksheet for this order
• Send Receipt to the customer by email
• Resend Order Notification if the customer didn’t receive their confirmation
• Send an ad-hoc email or SMS to the customer from the notification logs — useful for following up on a specific order. The message is linked to the order so you have a paper trail of all communications
• Send to Courier to book a courier collection
• Send to Relay to forward the order to another florist
• Upload attachments like reference photos or documents — for example, if a customer shows you a picture of what they want, attach it to the order so your team can see it on the job sheet
• Add notes and card messages directly on each product

To edit the order’s products, address, or other fields, click through to the edit view.

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Editing an order

You can edit an order until it has been fulfilled. Click into the order and update any field you need to change, including products, quantities, delivery address, fulfilment date, and notes. Click Update to save your changes.

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Cancelling an order

To cancel an order, open it and click Cancel Order. You’ll need to:

1. Enter a cancellation reason so you have a record of why
2. Choose a refund option: Full Refund, No Refund, or a Custom Amount

Cancelled orders are removed from delivery runs and your dashboard counts.

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Order sources

Each order is tagged with where it came from, so you can track how customers are finding you:

• Walk In for customers who order in person
• Phone for phone orders
• Email for email orders
• Website for orders from your online store
• Other for anything else

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Finding past orders

Your dashboard shows today’s and tomorrow’s orders, but sometimes you need to find orders from a specific date in the past — or see all orders regardless of status. Click the Orders icon in the left sidebar to open the full orders list. From here you can search by fulfilment date (in YYYY-MM-DD format, e.g. 2025-03-06) to see every order for that date, including ones in any status — unconfirmed, confirmed, fulfilled, cancelled, and everything in between. This is useful for:

• Checking what went out on a particular day
• Finding an order a customer is asking about
• Reviewing orders that were never confirmed

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Repeat orders

For customers who want regular deliveries — weekly reception flowers, monthly office arrangements, fortnightly church displays — you can set up a Repeat Order. The system automatically generates a new order on your chosen schedule so you never forget. Learn more about repeat orders →

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Common questions

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What’s next?