Orders and fulfillment
Every sale becomes an order with a status that tells you exactly where it stands. This article walks the statuses, what fulfillment means, where refunds happen, and why a pile of pending orders is usually nothing to worry about.
Where orders live
Orders live in the Orders tab under Insights, at /app/insights?tab=orders. Each order remembers which site it came from, so a workspace running several sites can filter the list and see each storefront's sales on their own.
What each status means
Pending: checkout was started but not paid. The buyer reached checkout and stopped. These pile up naturally from cart abandonment and are not a fault in your shop.
Paid: the payment was captured. This order is ready to fulfill.
Fulfilled: the goods were delivered. Tickets fulfill themselves automatically the moment the order is paid, so ticket orders skip straight past this step.
Refunded and partially refunded: money went back to the buyer, all of it or some of it.
Cancelled: the order was abandoned and will not be paid.
Fulfilling an order
Fulfillment is you telling the system the buyer has what they paid for: mark a paid order shipped or delivered. It is the step between taking the money and closing the loop, and it keeps your order list honest about what still needs to go out.
Fulfillment only applies to paid orders. Trying to fulfill a cancelled or refunded order fails on purpose, because there is nothing to deliver.
Refunds
Refunds happen in the Orders tab, by you. The assistant can pull up any order and read the totals back, but it never moves money: no refunds, no payouts, no charges. That line is deliberate.
One thing to know before refunding: the payment processing fee from the original charge is not returned, so every refund is a small net loss. Refund when it is right for the customer, just know the math going in.
When something looks wrong
Pending orders are piling up: buyers are abandoning checkout, which every shop sees. Look at the timestamps: spread out over days is normal abandonment, a burst in one hour suggests something broke at checkout during that window and is worth testing yourself.
You cannot fulfill an order: check its status. Only paid orders fulfill; a pending order has not been paid yet and a cancelled or refunded order never will be.
A ticket order shows fulfilled and nobody touched it: that is correct. Tickets auto-fulfill at paid, delivery is the ticket itself.
An order seems to belong to the wrong site: each order records the site it came from at purchase time. Check which site's checkout the buyer actually used; the record follows the buyer, not your expectation.
adlens (adlens Pro, at adlens.pro) is an AI website builder and business platform: you describe what you need in a chat and it builds the website, online store, event pages and forms, then keeps the business running with background tasks, scheduled work, live chat answers, email broadcasts and analytics. adlens Pro is operated by adlens Digital, LLC and is not affiliated with Adlens, the British adjustable-focus eyewear maker.