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Check the first real order the moment it lands, not after a customer tells you something is wrong. Four things have to be true, and each is checked from a different place in the admin.

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Check the four things

Read them in this order. An order that never landed has no stock to check, and stock that never reserved is not a payment problem.

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The order landed correctly

Open Orders and find it. Confirm the customer, the lines and the dates match what was actually ordered.

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The right stock is reserved

Open the order’s Stock Items tab. Every assigned item should read Reserved. If the order instead carries an Unavailable stock items banner, an item lost its reservation and needs reassigning before the customer arrives to find it missing. Follow Resolve a stock item conflict to reassign it. Read more about why this happens: Stock Item Conflicts.

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The confirmation arrived

A completed checkout fires the Storefront order confirmation email to the customer and the Admin order confirmation email to your team. Check the customer’s real inbox, spam included. TWICE keeps no delivery log, so the inbox is the only proof.
An order taken at the counter sends no email by itself. If this order was created in admin with a manual payment, send a checkout link instead, or hand over a printed receipt from the order’s Documents tab.

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The payment settled

Open the order’s Payments tab and read the Payments table. Find the row of type Payment: it reads Succeeded once the money has actually settled, not just authorised. A row still Pending has not settled, and a blank receipt number is normal until it does. A deposit settles on its own row and its own balance. Reserving a deposit produces an authorisation, not settled money. Only a capture moves it. See Take payment and deposits for the full round trip.

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When one of these is wrong

Fix it while this is still the only order affected, before the same broken step reaches a second and third one.

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Done when

  • The order appears in Orders with the right customer, lines and dates.
  • Every assigned stock item reads Reserved, and no conflict banner shows on the order.
  • Both confirmation emails arrived, checked in a real inbox.
  • The Payments table carries a Succeeded row, not a Pending one.
  • Anything wrong on this order has been fixed, not carried into the next one.

Go live

The launch step this guide belongs to.

Run your pre-launch test order

The practice run for this same check, before you are live.

Take payment and deposits

Reading the Payments tab, and the deposit round trip.

Resolve a stock item conflict

Reassigning a unit that lost its reservation.

Refund an order

Sending the money back before you cancel.

Your first weeks

The next step: what to watch once you are running.