Orders & payment
What each status means, when you are charged, and exactly how long you can change your mind.
The life of an order
Whether an order comes from your shop, a CSV import, a connected channel or the API, it follows the same path: it is priced, charged (or added to your weekly bill), checked by the team, printed at the Huddersfield hub, QA-checked, packed and shipped with tracking. The dashboard collapses the internal machinery into a handful of statuses worth knowing:
| Status | What it means |
|---|---|
| Draft | Saved but not submitted. Nothing happens until you complete it. |
| Awaiting payment | The order needs a successful charge before it can move on. |
| Awaiting price | The Print option’s price has not landed yet (the team is confirming it). The order exists but is not charged until the price arrives. |
| Awaiting shipping quote | Postage for the destination is being confirmed by hand. |
| Being checked by the team | The pre-production check. Every order gets one before printing; it is a quality gate, not an approval queue. |
| Action needed | The team flagged something and needs a decision from you. Open the order to see the note. |
| In production | Queued, printing, QA-checking or being packed at the hub. |
| Reprint required | A print failed our QA check, so we are printing it again. No action and no extra charge for you. |
| Shipped / Delivered | On its way (with tracking on the order) or confirmed delivered. |
| Cancelled / Refunded | The order was cancelled, or its payment was returned. |
When you are charged
By default an order is charged to your saved card when it is created. Two variations:
- Awaiting price. If the team is still confirming the price, the order is created without a charge and charged only once the confirmed price lands. You are never charged an amount you have not seen.
- Weekly billing for trusted sellers. After a run of clean, successful payments, your account moves to weekly billing automatically. Orders then show “Included in your weekly bill” instead of being charged one by one: production starts straight away, and the week’s orders are collected as a single charge on your billing day. The open bill is always visible on the Billing page. A failed weekly payment moves the account back to per-order charging until a clean run rebuilds it; if an order on the bill is cancelled before the charge runs, it is taken off the bill first.
“Accrued” in the API and on exports is the same thing as “Included in your weekly bill”: the order’s cost has been added to the bill but no money has been taken yet.
Cancelling an order
You can cancel from the order page any time before printing starts, including while the order is queued. If the order was already paid, the refund is issued in full first; if the refund cannot be made, the cancellation fails loudly and the order is left untouched rather than stranding your money. Once a plate has physically started printing, the order can no longer be cancelled. If something is wrong after that point, contact the team and we will sort it out case by case.
Tracking
Every shipped order carries its tracking reference on the order page and in the orders list, and the same data is available over the API and webhooks.