Processing Orders and Refunds
Handling orders smoothly is the heart of running an online shop, and dealing with refunds gracefully turns an unhappy moment into a loyal customer. Both follow a clear, repeatable process.
This article explains the order lifecycle, how to fulfil orders and how to issue refunds correctly through your system.
The Order Lifecycle
Orders move through a series of statuses from purchase to delivery. Updating them keeps customers informed.
- Pending: payment not yet confirmed.
- Processing: paid and being prepared.
- Completed: dispatched or delivered.
- Cancelled/Refunded: reversed for some reason.
Issuing a Refund
Refunds should go back through the same system that took payment so records and reports stay accurate.
- Open the order and confirm the amount to refund.
- Use the built-in refund button rather than a manual transfer.
- Add a short note explaining the reason.
- Tell the customer once it has been processed.
Keeping Customers Informed
Clear communication at each stage reduces worried enquiries and builds trust in your shop.
- Send an order confirmation immediately.
- Notify the customer when an order is dispatched.
- Explain any delays before they have to ask.
- Confirm clearly once a refund is on its way.
If you need a hand with any of this, your Progressive Robot delivery team is ready to help. Raise a ticket from the Support area of your client portal or speak to your account manager and we will guide you through the next steps.