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Orders

Every order from your shop lands here. You see what is paid, what needs printing and what is already on its way. From payment to tracking number in one place.

Updated 9 October 20265 min read

At a glance

  • You confirm bank transfers and cash payments yourself. That creates the invoice and the confirmation email.
  • Prints move through four steps until shipping. The tracking number goes to the parents once by email.
  • Refunds work per item. A credit note is created automatically.
1

The order list

Under Orders the newest order is at the top. Each row shows order number, customer, amount, status, payment method and date. A click opens the order.

  1. 1Search and filters: order number, email or name. Plus a date range and sorting by date, amount or order number.
  2. 2Tabs: All, Pending, Completed, Failed and Archived. The number shows how many there are.
  3. 3Print status: orders with prints carry a second badge, such as Ready for Shipment or Shipped.
  4. 4Payment method: PayPal, Stripe, bank transfer, cash on pickup or free.
StatusMeaning
PaidThe money is in. Invoice and downloads are released.
Payment pendingBank transfer or cash. You confirm receipt yourself.
Payment processingPayPal or Stripe has not reported back yet. This usually clears up by itself within minutes.
FailedThe payment was cancelled or declined. There is nothing to do.

Find it fast

Parents on the phone often give only their name. Type it into the search. The order number from the email works just as well.
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2

Delete and archive

Tick the orders and choose Delete. What happens next depends on the invoice:

  • Without an invoice: the order is deleted permanently.
  • With an invoice: the order moves to the Archived tab. You have to keep invoices.
  • Restore: in the Archived tab you bring orders back into the list.

Permanent means permanent

A deleted order without an invoice cannot be brought back. Check your selection first.
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3

An order in detail

The order page shows the history and the items on the left. On the right are print status, photo lab, customer and payment.

  1. 1Actions: resend the order email. If payment is still open, Mark as Completed is here too.
  2. 2Order history: every step with its date, from the order to completion.
  3. 3Print status: where the prints are right now. This is also where you enter the tracking number.
  4. 4Customer information: name, email, phone, access code and delivery address.
  5. 5Payment overview: totals, VAT, payment method, invoices and the Refund button.

The right file

Below each item you see photo number, file name and original name with a copy button. So you find the file in your archive straight away.

Packages

For packages every item is listed on its own, with the chosen photo. The count 1/3, 2/3, 3/3 shows the places in the package.

Customer crop

If the family chose a crop, the print carries the Customer crop badge. Get the finished file with Download crop.

Email not received?

Resend Order Email sends the right email again. For an open bank transfer or cash payment that is the order receipt with the payment details. For paid orders it is the confirmation with the invoice.
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4

Confirm bank transfer and cash

With PayPal and Stripe the payment provider confirms the payment automatically. With bank transfer and cash only you can. Here is how:

  1. 1Check your account or your cash box. The order number is in the payment reference.
  2. 2Open the order and click Mark as Completed.
  3. Confirm with Yes, complete order. The order is now Paid.
  1. 1Invoice: Pixalo creates the PDF invoice automatically.
  2. 2Email: the family gets the confirmation with the invoice. Digital photos can be downloaded from now on.

Money first, then the click

Completing cannot be undone. The invoice is issued at that point. Only confirm what has really arrived.
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5

Print status and shipping

If an order contains prints or photo gifts, the Print Status card guides you through four steps. The button always shows the next step.

StepWhat you do
PendingNothing has happened yet. Start Production begins the work.
In ProductionThe prints are being made. Mark as Ready once everything is packed.
Ready for ShipmentThe parcel is waiting. Confirm Shipment opens the shipment details.
ShippedDone. The family has been informed.

At the last step Pixalo asks for the Shipment details. They are optional but help parents a lot.

  1. 1Carrier: the list matches the country of the delivery address. If yours is missing, choose Other carrier and type the name.
  2. 2Tracking number: Pixalo builds the tracking link from it. You can also overwrite it.
  3. 3Confirm Shipment: saves everything and informs the family.
  • No number? Confirm without tracking number still completes the step.
  • The tracking number then appears in the card with a link. Next to it you see Entered manually or Reported by the lab.
  • In the list the order now carries the Shipped badge.

Exactly one email

The shipping email goes out only once, even if you change something later. Parents get no duplicate messages.
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6

Photo lab

If you work with a connected lab, the order shows the Photo lab card. There the order goes into production with one click on Send to lab.

  • At the top you see the lab with delivery method and number of lines.
  • Items that do not go to the lab are listed separately. Either you produce them yourself, or the product still needs its lab assignment.
  • When the lab reports the shipment, Pixalo enters the tracking number in the print status itself.

Look first

The eye next to the button shows exactly what goes to the lab. If something is missing, the reason is shown in red above and the button stays grey.
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7

Refunds

Under Payment Overview, Refund opens the Refund window. You choose what goes back. Pixalo works out the amount including VAT.

  1. 1Items: tick single items, shipping cost or sitting fee. Select All refunds everything.
  2. 2Reason for Refund: for example customer request or defect. Pixalo stores it with the refund.
  3. 3Manual payment: for bank transfer and cash you confirm that you paid the money back yourself.

PayPal and Stripe

The money goes back automatically through the payment provider. You do not need to transfer anything.

Bank transfer and cash

Pixalo cannot move money. Transfer the amount yourself first and then confirm in the window.

After the refund the payment overview shows what was refunded and what remains. The credit note sits below it.

  1. 1Refunded and Remaining: the amount paid back and the rest.
  2. 2Credit Notes: the credit note as a PDF. You find all of them under Credit notes too.

Downloads are blocked

If you refund a digital photo, the family can no longer download it. What has been refunded cannot be refunded again.
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8

Team permissions

Under Team you decide who sees orders. Refunding is a permission of its own: Issue refunds. So your team can ship without paying money back.

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Frequently asked questions

A family did not get an email. What now?

Check the address under customer information. Then click Resend Order Email. The email is often in the spam folder too.

Can I change an order?

No. An order stays as it was paid. Refund wrong items and let the family order again.

I confirmed a payment too early. What now?

Completing cannot be undone. If the money does not arrive, refund the order. That settles the invoice.

Where do I find all invoices?

In the order under payment overview, and all together under Invoices.

Can I export orders for my lab?

Yes. The lab export packs orders with their files as a ZIP with XML or CSV.

Continue to invoices

Invoices

Every paid order gets an invoice. This is how you find, download and check them.