Running your shop day to day

When you make a sale

You’ll get an email, and the order appears under Orders in your dashboard. The shopper has already paid, so there’s nothing to chase.

Your order moves through these:

Buy materials for a personalised item after you start it. While the order is Paid, the shopper can cancel for a full refund, postage included. Selecting Start making moves it to In progress, and from then on the personalised item can’t be cancelled for a change of mind.

Posting

Open the order and select Mark as posted. Add the carrier and tracking number if you have one: Royal Mail, Evri, DPD and DHL become a direct link on the shopper’s order page, and anything else you can paste a link for.

Do it the day you post, not the day after. It starts the clock that gets you paid, and a shopper watching for movement is a shopper not messaging you.

Until you mark it, the order still reads as unposted, and the shopper can cancel it at any time for a full refund, postage included. That holds even if the parcel is already on its way to them.

Every listing states how soon it posts and we hold you to it. Posting on time is one of the things that feeds how your shop ranks, measured over a rolling 90 days so a difficult month doesn’t follow you around. If you’re going to be late, message them before they have to ask.

Untracked post is fine for small things, but the risk sits with you. If a shopper says a parcel never arrived and there’s nothing to check, that usually goes their way.

Refunding or cancelling

You don’t have to wait to be asked.

• Cancel order is available while an order is Paid, In progress or Awaiting shopper response. It refunds everything including postage.
• Issue refund lets you send back all or part of what they paid, at any point. The one exception is while the shopper has an issue open on the order: the refund then goes through the issue, so it’s recorded against it.

Our commission comes back to you with it. You’re never charged on a sale that didn’t stand.

If a parcel comes back to you undelivered, message the shopper and agree redelivery or a refund. Issue refund on the order lets you choose the amount.

If a shopper raises a formal issue, that’s a different flow with a deadline on it. See Responding to an issue as a maker.

Blocking a shopper

From the order page, Block this shopper. Use it if someone is abusive or is clearly working an angle, not because an order went wrong.

Blocking stops them buying from you or adding your items to their basket, straight away. It hides your shop from them once nothing is outstanding between you.

One thing it deliberately doesn’t do: it never cuts off someone with a live order. They can still message you about it and still raise an issue on it. We won’t take a shopper’s consumer rights away because a maker blocked them mid-order, and you wouldn’t want us to when the positions are reversed.

You’ll find everyone you’ve blocked under Manage shop → Operations → Blocked shoppers, and you can undo it there.