Step-by-Step: How to Manage Your Orders in CustomCat

 

Once a customer places an order through your store, it automatically syncs to CustomCat. Here's how to track, process, and manage those orders from start to finish.

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1. Access Your Orders

• Log in to your CustomCat account.

• Click the “Orders” tab in the left navigation menu.

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2. Understand the Order Queues

Orders will appear in one of two queues:

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🟢 Pending Orders Queue

• These are active orders ready for fulfillment.

• With automatic processing (default), CustomCat processes orders every 2 hours.

You can:

• View/Edit Orders
  → Update the shipping address, shipping method, item quantity, or product variant.

• Manually Process
  → Click the green arrow to process individually
  → Use bulk select to process multiple orders at once.

• Cancel Orders
  → Click the red X

  ⚠️ Canceling here does not refund your customer—you must cancel in both CustomCat and your eCommerce platform.

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🔴 Error Queue

Orders may land here due to:

• Out of Stock
  → You can edit the order or wait for restock.
  → Orders will auto-process once restocked only if that setting is enabled in your Store Settings.

• Other Issues

  • Invalid shipping address

  • Missing or invalid SKU

  • Rejected design

  • Payment failure

  • Discontinued product

After fixing the issue, click the green arrow to manually process.

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3. Processed Orders

Once orders are processed, they move to the Processed Orders list.

Features:

• Search/Filter
  → Use order number, status, or a custom date range.

• Export to CSV
  → Click the download icon to export order history.

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4. Order Status Breakdown

Each processed order has a specific status:

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🕒 Awaiting Production

• Order is confirmed but hasn’t been printed yet.

You can:

• Modify Shipping Info
  → Edit address or shipping method.

• Stop the Order
  → Pause if you need to make changes.

• Cancel
  → Full refund issued if canceled at this stage.

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🖨️ In Production

• Order is being printed.

You can:

• Edit Shipping Info
  → Still editable before shipment.

• Cancel
  → Only shipping costs are refundable. You will still be charged for the product.

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📦 Shipped

• Order has been shipped.

You can:

• Track the Order
  → A tracking link appears in CustomCat.
  → It also syncs to your eCommerce platform, triggering shipping emails to your customer.

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✅ You’re Good to Go!

You’ve now learned how to manage, modify, and track your orders inside the CustomCat app.

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➡️ Next Steps

• Learn how to set up manual processing

• Adjust Store Settings for better queue handling

• Explore how to handle returns and reprints

For more tutorials and FAQs, visit Help.CustomCat.com.

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