Orders and Shipping: From Paid to Delivered

Overview

Every paid order lands in Orders. From there you ship it, your customer is told, and the parcel is tracked until it arrives.

• Ship one order or many. Ship from the order's own page, or select orders on the list and ship them together.
• Postage built in. Connect an EasyPost account once and buy labels for USPS, UPS, FedEx, Canada Post, DHL and more from any order. A label bought by mistake can be voided for a refund.
• Parcels. Split an order into several boxes, each with its own label, origin and packing slip.
• Customers kept informed. Each customer gets a shipping email with their tracking link and delivery updates as the carrier scans the parcel, sent from your store's own email address. If your store has no email domain of its own yet, the email is not sent: the order's timeline says so and you are told. See Custom domains and branded email.
• History from elsewhere. Import past orders from a CSV so your customer records and reports start complete.

Before your first label: connect EasyPost and set your address

1. Go to Orders → Shipping → Origin and enter the address your parcels leave from. It is printed on every label as the sender.
2. Open the Carriers tab. The first card is Labels & tracking (EasyPost). Paste your EasyPost API key (EasyPost dashboard → API Keys), click Save key, then Test connection.

EasyPost bills postage to your own EasyPost account; BestWebby adds nothing to it. If the test says you used a test key, labels bought with it are not real postage. Switch to your production key before you ship.

The other carrier cards on that tab set up the rates shoppers see at checkout. They are separate from buying labels.

Shipping one order

Open the order and click Ship. In the dialog:

• Buy label buys postage for this parcel at the cheapest rate EasyPost returns, unless you chose a service, and fills in the carrier and tracking number for you. Print label opens it.
• Choose what goes in this parcel if you are not sending everything at once, and which of your locations it ships from.
• Mark shipped sends your customer their shipping email with the tracking link.

An order on hold (for example, while a payment is disputed) cannot be shipped or have a label bought until you release it.

Voiding a label

Bought a label for the wrong parcel, service or address? On the order page, each parcel with a label shows Void label. EasyPost asks the carrier to refund the postage, and you can then buy a new label for the same parcel.

• A label can be voided only before the carrier scans the parcel. USPS refunds are accepted within 30 days of purchase, UPS and FedEx within 90.
• The refund is processed by the carrier and can take up to 30 days. The parcel shows its status: refund requested, refunded or refused.
• If you had already marked the parcel shipped, your customer was emailed the old tracking number. Their tracking page shows the new label's number once you buy it.

Shipping many orders at once

On the Orders list, tick the orders you want, or the box in the header for the whole page. A bar appears above the list:

Pickup orders

A shopper who chooses to collect in store places a pickup order. Its page shows a Pickup panel in place of the shipping address and Ship:

1. Choose the store under Pickup store and click Assign.
2. When the order is packed, click Mark ready. The shopper is emailed that it is ready to collect, from your store's own address and in the language they shopped in.
3. When they collect it, click Mark collected. The order is complete.

An order on hold must be released before it is handed over. A label cannot be bought for a pickup order. See Buy online, pick up in store.

Local delivery

If you deliver orders yourself, the order page shows the day the delivery is for, for example "Local delivery on Thursday, 15 October 2026", worked out from your delivery days and cut-off when the shopper checked out. When you have delivered it, click Delivered locally. The order is marked delivered and the shopper is told; no tracking number is needed.

Tracking and delivery updates

When a parcel has a tracking number from your EasyPost account, BestWebby follows it and updates the shipment as the carrier scans it. Your customer's tracking link opens a page in your store's branding, and they are emailed when it is out for delivery, waiting for them to collect, delivered, or held up by a delivery problem. Orders → Shipments lists every parcel with its destination, carrier and expected delivery date.

Cancelling an order

Open the order and click Cancel order. The items go back into stock, except units that have already shipped, and the customer is emailed that the order was cancelled. An unpaid order is cancelled without an email.

If the customer has paid, the dialog offers Refund the remaining amount, ticked by default. Card payments go back to the card, and the cancellation email says the refund was issued. Leave it unticked and the customer stays charged until you refund them; the email then says you will be in touch about any refund. Refunding needs finance access and, if you use two-factor authentication, a code from your authenticator app. If the refund fails, the order is still cancelled and the page says the money did not move. For an order paid by Interac e-Transfer, tick it only once you have sent the money back from your own bank: it records the refund, it does not send it. (BestWebby is not endorsed by or affiliated with Interac Corp.)

Refunding an order

Click Refund on the order page and enter the amount, or leave it blank for everything that remains. The customer is emailed that the refund was issued. However many partial refunds an order has had, the total never goes above what was paid.

• A refund puts back into stock only what never left: units that have shipped stay with the customer. Goods that come back are restocked when you receive the return.
• A refund of a cancelled order leaves it cancelled and does not restock again.
• Refunds ask for a code from your authenticator app if you use two-factor authentication.

How an order's status changes

Each status belongs to the action that causes it, so the record always matches what happened:

An order cannot be moved straight to shipped, delivered or refunded by editing its status. Notes, address and tracking can still be edited on any order.

Importing order history

Moving from another platform? On the Orders list, click Import history and choose a CSV export of your past orders. Shopify and WooCommerce order exports work as they are.

1. Check file reads it and shows how many orders will be created, how many are already here, and any rows it could not read and why. Nothing is written yet.
2. Import creates them.

Imported orders are history, not sales. They move no stock, charge nobody and email nobody, and they are marked as imported so your reports can tell them apart from orders taken here. Importing the same file twice adds nothing the second time.

The file needs an order id, a customer email, a total and a date column. Currency and status are optional.

Returns

Customers start a return from their account; you can also open one for them. Work them in Orders → Returns: approve, mark received, then resolve with a refund to the original payment, an exchange or store credit. With EasyPost connected you can send the customer a prepaid return label once the return is approved. Refunds never exceed what was paid, however many partial refunds an order has had.