Orders

Documentation Index

Fetch the complete documentation index at: https://docs.florists.digital/llms.txt

Use this file to discover all available pages before exploring further.

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 pieces of information that update independently:

• Status — where the order is in your workflow (new, confirmed, ready, fulfilled)
• Fulfilment method — how it gets to the customer
• Payment status — whether it’s been paid

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

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Order types

When you create an order, you pick a type that helps you organise your work:

• Gift — the standard order type for bouquets, arrangements, and plants
• Funeral — for sympathy flowers, tributes, and arrangements going to a funeral director or service. Set a funeral date and time so these get prioritised on your dashboard.
• Corporate — for business clients, often on account terms
• Event — for orders linked to an event or wedding. These are created from the events workflow, not the standard Create Order form.

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Fulfilment methods

How the order gets to the customer:

• Delivery — your team delivers it locally
• Collection — 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 through a connected courier integration (Shiptheory, ShipStation, or Nova Post). See Courier Orders for the full flow.

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Order statuses

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

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How an order moves through your shop

Changing an order’s status is more than a label change — it triggers stock, notifications, automations, and bookkeeping. Here’s what you should know.

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Transitions and rules

You can move an order to almost any status from almost any other, with two important exceptions:

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What happens when you change the status

The system fires off side-effects automatically. The notable ones:

• Confirming a new order triggers your auto-assign settings, so the order can land with the right designer or florist if you’ve configured that.
• Cancelling an order returns any reserved stock to your inventory, cancels related tasks, and reverses loyalty points that were accrued.
• Marking Fulfilled stamps the fulfilment time and accrues loyalty points (if loyalty is on).
• Moving back from Out For Delivery to Confirmed removes the order from its delivery run.
• Reopening a cancelled order re-reserves the stock.

These all happen in the background — you don’t have to remember them, but it’s worth knowing they fire so you understand why your dashboard counts or stock levels shift.

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Customer notifications by status

If you’ve turned on the matching notification template in Notifications, customers get an automatic message at each step:

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Payment statuses

Orders track payment separately from fulfilment — Unpaid, Partially Paid, Paid, Refunded, Partially Refunded, and Void. The canonical reference (with what each means and how they’re driven by the transaction) lives in Transactions > Payment statuses.

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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 spend most of your time. 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 — name, address, email, and phone number
• Order Items — each product with variant, quantity, price, description, notes, and card message fields
• Upload Attachment — for adding photos or documents to the order
• Linked Tasks — any tasks connected to this order
• Notification Logs — 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 — move the order to its next stage
• 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 from the notification logs — useful for following up on a specific order, with a record kept against the order
• 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
• 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, then click Update. After an order has been fulfilled, most fields are locked. You can still add notes or attachments, but if you need to change products, prices, or addresses, it’s usually cleaner to create a new order than to edit a fulfilled one.

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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 for the record
2. Choose a refund option: Full Refund, No Refund, or a Custom Amount

The system handles the stock return and related-task cancellation automatically. See Refunds for the refund mechanics. To cancel a fulfilled order, see the Reopen first, then cancel note in the transitions section above.

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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 — customers who order in person
• Phone — phone orders
• Email — email orders
• Website — orders from your online store
• Other — 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. Search by fulfilment date (in YYYY-MM-DD format, e.g. 2025-03-06) to see every order for that date in any status — unconfirmed, confirmed, fulfilled, cancelled, and everything in between. 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 — set up a Repeat Order. The system automatically generates a new order on your chosen schedule. Learn more about repeat orders →

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Common questions

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What’s next?