Every web store purchase appears in Web store › Orders, with the customer, the items, the gift cards or vouchers it created, the totals and the Stripe payment. To refund an order, refund the payment in Stripe, then void or adjust the gift card in Wrapped. Wrapped doesn't do the second step for you, because it isn't told about refunds made in Stripe.
Find an order
Go to Web store › Orders.
- Filter by status: All, Open, Paid, Archived or Canceled.
- Search by Order # or Stripe invoice #.
- Click All filters to filter by Customer email, Customer name, Placed since or Delivery status.
- Click a row for a quick view, or open the order for full details.
- The Items number links to the gift cards the order created.
| Status | Meaning |
|---|---|
| Paid | Stripe confirmed the payment and the gift cards or vouchers were created. |
| Open | A checkout was started but Wrapped hasn't confirmed a payment. Most are abandoned checkouts with no payment. |
An order can also show a delivery label:
| Label | Meaning | What to do |
|---|---|---|
| To ship | A posted card is waiting for you. | Fulfil it. See Sell physical gift cards on your web store. |
| Pending email | The product is set to Approve each order before it's sent, so nothing has been emailed yet. | Approve the order (below). |
| Shipped / Sent | Everything on the order has been posted or emailed. | Nothing. |
Read an order
The order page shows:
- Total, Items, Gift cards issued and Delivery at the top, and View in Stripe to open the payment.
- Items: each product and the amount or option bought.
- Gift cards issued: each card's code, recipient, delivery method and any scheduled send date, with View gift card and View PDF.
- Totals: subtotal, discount, fees, the amount Paid with gift cards, shipping and total. Discounts lists any coupon codes used, and Paid with gift cards lists each gift card the customer paid with (code ending), with a View gift card link.
- Customer, Shipping (for posted cards), Fulfilment and Payment. The Payment card shows the Stripe payment status, amount, Stripe invoice number and the Stripe fee.
Approve an order that's waiting
For products set to Approve each order before it's sent, the gift cards and vouchers are created when the customer pays but held until you approve them.
- Open the order. It shows Pending email.
- In the Fulfilment card, click Send vouchers.
This approves and emails every held gift card and voucher on the order (at the scheduled time, if the buyer chose one). To approve a single card instead, open it and click Send voucher email in the Needs your approval card. Held cards become active, and count toward your monthly allowance, when you approve them.
Export orders
Click Export and choose:
- Orders summary (CSV) - one row per order, using your current filters.
- Gift cards from orders (CSV) - one row per gift card created by the orders that match your filters.
Refund a web store order
- Open the order and click View in Stripe.
- In Stripe, refund the payment in full or in part.
- Back in Wrapped, click View gift card for each card on the order.
- Correct the card:
- Full refund of a gift card or voucher: click ⋯, then Void gift card, and confirm. The card is set to $0 and stops working in every connected sales channel.
- Partial refund of a gift card: click Adjust balance and reduce the balance by the refunded amount. See Adjust a gift card's balance.
- Refund of a top-up: open the topped-up card and adjust the balance down by the top-up amount.
- The customer paid part of the order with a gift card: Stripe only refunds what was paid by card. To give back the gift card part, open that card from Paid with gift cards and click Adjust balance to add the amount back.
- Add a note to the card saying it was refunded.
Vouchers can't be part-refunded in Wrapped because their balance can't be adjusted. Void the voucher if you refund it.
Things to know:
- Refunding in Stripe doesn't change the order or the card in Wrapped. If you don't void or adjust the card, it keeps working.
- If the customer has already spent some of the card, decide how much to refund before you void it.
- The order still shows as Paid in Wrapped after a refund.
- Voided cards don't count toward your monthly gift card allowance.
- Chargebacks and disputes are handled in Stripe in the same way. Void the card in Wrapped if you lose the dispute.
For refunds of gift cards sold in your other sales channels, see Refund a gift card purchase.
Common questions
A customer paid but the order says Open and has no gift cards. What do I do?
Open the order in Web store › Orders. Opening it makes Wrapped check the payment with Stripe again; if the payment went through, the order changes to Paid and the gift cards are created and sent. If it stays Open, check the payment in Stripe.
Can I cancel an order?
There's no cancel button in Wrapped. Refund the payment in Stripe and void the gift cards, as above.
A customer didn't receive their gift card. How do I resend it?
Open the order, click View gift card, check the recipient's email address, then use Send email on the gift card page. If the order shows Pending email, approve it first. See Edit recipient details and resend a gift card email.
What does the Delivery status menu on the order page do?
It changes the order's delivery label, for your own tracking. It doesn't activate, send or ship any gift cards. To fulfil a posted card, use Mark as shipped on the gift card; to send held cards, use Send vouchers.
Who can see web store orders?
Owners and Admins. Members and Read-only users don't see the Web store menu.