When a sale comes in, use Sell → Orders to review what the customer purchased and organize the work needed to fulfill it. Order statuses are for your own workflow; changing one does not email the customer.
Find a new order
Every time someone buys from your website, Durable emails you. The subject line reads You made a sale on followed by your business name, and the email includes:
The item sold and the Sale amount.
The customer's name and email.
The Order number.
Answers to any custom questions.
Click View order in the email to open the order in Sell.
Open and review an order
Review what the customer bought and any requirements before you prepare the order, especially for made-to-order or personalized items. The Orders tab appears after you list an item and brings the purchase details and customer’s answers together.
From your Durable dashboard, select Sell in the left sidebar, then select the Orders tab at the top of the Sell page and click the order.
Review the information provided:
Order number, Buyer, Total, Status, and Date.
Email, Payment status, and Fulfillment type, such as Delivery or Pickup.
Shipping method and charge for a shipped order.
A list of Items purchased.
Answers to any custom questions, and the customer's Shipping address.
A History timeline showing all status changes and actions related to the order.
A section to add private Notes for internal tracking. Customers won't see these.
For customer details, click View customer. Customer communication and notes are covered in Managing Customer Interactions: Messages, Notes, and Invoices.
Fulfill the order
Shipping or pickup
Use the order’s Fulfillment type, item details, shipping address and answers to custom questions to prepare the purchase. The delivery options customers could choose depend on how you configured the item.
To change delivery options for future purchases, see Add and customize items for sale. To update your shop-wide prices or delivery estimates, see Set up shipping rates.
Digital downloads
You don't need to send digital files yourself. When a customer buys a digital download, Durable automatically includes a secure download link on the order confirmation page and in their receipt email. Download links expire after 7 days.
Manage orders by status
Use statuses to see what needs attention, what you’re working on and what’s finished. Match the stages to your process, so you can distinguish an order still being made from one ready for pickup.
Select the Orders tab at the top of the Sell page.
Click Display in the top right and choose a view:
Table view: Displays orders in a list with columns for Buyer, Amount, Item type, Status, Items, and Date.
Board view: Presents orders as cards in customizable columns, similar to a Kanban board. The default columns are To-do, In progress, and Done, and new orders start in To-do.
To customize order statuses in Board view:
Click the + Add status button to create a new status column. Enter a name, pick a color, and click Add status.
Click a status name to rename it or change its color, then click Save. To remove the status, click Delete, then click Delete again in the Delete status? confirmation. Orders using that status will no longer show it.
Drag a column to change the order of your statuses.
Drag and drop order cards between status columns as each order progresses.
Tip: Set up statuses that match how you work. For example, a made-to-order business might use To-do, Building started, Shipping, and Shipped, while a bakery taking pickup orders might use To-do, Baking, and Ready for pickup.
Changing a status does not email the customer.
What your customers receive
For the confirmation email, receipt and digital download details your customers see after checkout, see Understand your customers’ shopping experience.
View the payment or issue a refund
Review a payment or start a customer refund directly from the order, without navigating away to Payments.
From your Durable dashboard, select Sell in the left sidebar.
Select the Orders tab at the top of the Sell page and open the order.
Click Manage payment next to Total in the order details panel.
To issue a refund, click Send refund in the payment panel and follow the on-screen prompts.
For more about payments, refunds and payouts, see Track Payments, Refunds, and Payouts.
To understand payment costs, see Payment Methods and Processing Fees.
Understand your store’s performance
See how your store is performing through monthly revenue, order counts and your best-selling item. Use these figures to spot what customers are buying and decide which item to promote next.
From the left sidebar menu, click Sell.
Review the key metrics displayed at the top of the Sell page:
Revenue this month: Shows your total earnings for the current month. Click the card to see a chart over time, and choose a range: 1D, 1W, 1M, 1Y, 3Y, or All.
Orders this month: Displays the number of orders received in the current month. Click the card to see a bar chart with the same ranges.
Best seller this month: Shows your most popular item this month and how many you've sold. Click the card for details.
What's next
To find a buyer in Customers, see Managing Your Customer List in Durable.