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Fulfilling orders

Find out how to fulfill your orders

Dave Quested avatar
Written by Dave Quested
Updated over a week ago

Once an order is received, you then need to fulfill the order.

For physical products, this involves finding the items, packing them up, organising the courier, shipping the package and keeping the customer informed.

For tickets, memberships, gift vouchers and donation campaigns we automatically fulfill them for you.


For downloadable products, we automatically fulfill if it's been fully paid for, otherwise you'll need to manually fulfill them once payment has been received.

What are the fulfillment steps?

If no couriers have been connected, these are the typical steps taken:

  • In Airsquare, print a packing slip (so you know what to collect from your shop/warehouse).

  • Outside of Airsquare, physically package up the order.

  • Outside of Airsquare, book the courier and get a tracking number.

  • In Airsquare, fulfill the order. During this process you can partially fulfill the order and print a new packing slip. You can also log the courier details and send a notification to the customer.

  • Outside of Airsquare, the courier picks up the package and ships the goods.

If a courier has been connected, these are the typical steps taken:

  • In Airsquare, print a packing slip (so you know what to collect from your shop/warehouse).

  • Outside of Airsquare, physically package up the order.

  • In Airsquare, fulfill the order. During this process you can partially fulfill the order and print a new packing slip. You can also select a courier rate and add-ons, print the courier label and send a notification to the customer.

  • Outside of Airsquare, book the courier to pick up the package and ship the goods.

How do I print a packing slip?

In the admin area

  1. Go to Commerce > Orders.

  2. Find the order, click View.

  3. Click on Download > packing slip.

  4. The packing slip will then be downloaded to your computer as a PDF where you can then open and print it.

In the mobile app

  1. In the menu, click Orders.

  2. Find the order and click on it.

  3. Click the three dot menu top right and click Print packing slip.

  4. The packing slip will be opened up for printing.

How do I bulk print packing slips?

In the admin area

  1. Go to Commerce > Orders, then see screenshot below for steps to follow:

How do I change the contact details on the packing slip?

In the admin area

  1. Go to Account > Settings > Contact details.

  2. Change the necessary details.

  3. Click Update.

How do I put my logo on the top of the packing slip?

In the admin area

  1. Go to Commerce > Settings > Logos.

  2. Select your Print logo.

  3. Click Update.

What is the QR code on the packing slip for?

You can use the Airsquare mobile app (Android, iOS) to scan the QR code to find it quickly and action things for the order.

How do I fulfill an order?

You can only fulfill items in an order if:

  • They've not already been refunded.

  • They've not already been fulfilled.

You may want to print a packing slip first before fulfilling an order (see above).

Fulfilling an order varies slightly based on whether the items selected are physical items and whether you have connected any couriers.

In the admin area (no physical items)

  1. Go to Commerce > Orders.

  2. Find the order you want to fulfill and click the View button in the Options column.

  3. Click the Fulfill button in the top right.

  4. Choose the Items to fulfill by adjusting the quantities.

  5. Click the Next button.

  6. Optionally change the Date, it defaults to the current date/time. We show this date to the customer as the 'shipped date'.

  7. Click Add.

In the admin area (physical items and no connected couriers)

  1. Go to Commerce > Orders.

  2. Find the order you want to fulfill and click the View button in the Options column.

  3. Click the Fulfill button in the top right.

  4. Choose the Items to fulfill by adjusting the quantities.

  5. Click the Next button.

  6. You'll see a Download packing slip button above the Items being fulfilled table . This is useful if you're doing a partial fulfillment.

  7. Select a Pickup location.

  8. Optionally, select a Package.

  9. Enter Package dimensions.*

  10. Enter a Package weight.**

  11. Enter a Package value.**

  12. Click the Next button.

  13. Optionally select a Courier and enter a Courier tracking number.

  14. Optionally, enter a Note to the customer. This is shown to the customer in their "order shipped" email.

  15. Optionally tick Send an "order shipped" email to the customer. This will notify them that the item is en route to them.

  16. Optionally change the Date, it defaults to the current date/time. We show this date to the customer as the 'shipped date'.

  17. Click Add.

* Only displayed if a package has been selected using the Custom option.

** Only displayed if a package has been selected

In the admin area (physical items and connected couriers)

  1. Go to Commerce > Orders.

  2. Find the order you want to fulfill and click the View button in the Options column.

  3. Click the Fulfill button in the top right.

  4. Choose the Items to fulfill by adjusting the quantities.

  5. Click the Next button.

  6. You'll see a Download packing slip button above the Items being fulfilled table . This is useful if you're doing a partial fulfillment.

  7. Select a Pickup location.

  8. Select a Package.

  9. If the package was the Custom option, enter Package dimensions.

  10. Enter a Package weight.

  11. Enter a Package value.

  12. Click the Next button

  13. Optionally, select a Courier rate.

  14. Click the Next button

  15. Optionally, select a Courier add-on and click the Next button*

  16. Optionally, update the Customs information and click the Next button**

  17. The Courier will be pre-selected and the Courier tracking number will be pre-filled.

  18. You'll see a Download courier label link beneath the Courier tracking number. Clicking it will download a PDF courier label.

  19. Optionally, enter a Note to the customer. This is shown to the customer in their "order shipped" email.

  20. Optionally tick Send an "order shipped" email to the customer. This will notify them that the item is en route to them.

  21. Optionally change the Date, it defaults to the current date/time. We show this date to the customer as the 'shipped date'.

  22. Click the Add button.

* Only displayed if a courier rate has been selected.

** Only displayed if a courier rate has been selected and the Shipping address is an international address.

In the mobile app

  1. In the menu, click Orders.

  2. Find the order and click on it.

  3. Click the three dot menu top right and click Fulfill.

  4. Choose which Items to fulfill (by changing the quantities) and then click > arrow top right.

  5. You'll see an option to Print packing slip. This is useful if you're doing a partial fulfillment.

  6. If the items selected are physical products then you can:

    1. Optionally change the Shipping address (the customer may have mistyped their address)

    2. Optionally select the Courier and enter the Courier tracking number.

    3. Optionally add a Note to the customer. This is shown to the customer in their "order shipped" email.

    4. You can optionally choose to Send an "order shipped" email to the customer. This will notify them that the item is en route to them.

  7. Optionally change the Date, it defaults to the current date/time. We show this date to the customer as the 'shipped date'.

  8. Click the tick top right.

Can I partially fulfill an order?

Yes. Just change the quantities when fulfilling an order (see above).

How do I print a shipping label?

A shipping label is a generic label that can be used for shipping a fulfilled order. It displays the shipping address, the senders address and optionally your business logo.

In the admin area

  1. Go to Commerce > Orders.

  2. Find the order, click View.

  3. Click on Download > Shipping label.

  4. The shipping label will then be downloaded to your computer as a PDF where you can then open and print it.

In the mobile app

  1. In the menu, click Orders.

  2. Find the order and click on it.

  3. Click the three dot menu top right and click Print shipping label.

  4. The shipping label will be opened up for printing.

What size is the shipping label?

The shipping label has been designed for the Zebra GK420t which has a label size of 149mm x 101mm.

How do I change the contact details on the shipping label?

In the admin area

  1. Go to Account > Settings > Contact details.

  2. Change the necessary details.

  3. Click Update.

How do I put my logo on the top of the shipping label?

In the admin area

  1. Go to Commerce > Settings > Logos.

  2. Select your Print logo.

  3. Click Update.

How do I print a courier label?

A courier label is an official label from a connected courier that can be used for shipping a fulfilled order. In addition to shipping and sender addresses a courier label has scannable barcodes, contact information and courier branding.

There are two ways to print a shipping label, the first way is to download the courier label while fulfilling an order, see step 16 of How do I fulfill an order with physical items and connected couriers.

Otherwise a courier label can be downloaded from an existing fulfillment:

In the admin area

  1. Go to Commerce > Orders.

  2. Find the order that contains the fulfillment you want to download a courier label for and click the View button in the Options column.

  3. Find the fulfillment in the fulfillments table and click the View button in the Options column.

  4. Select Courier label from the Download drop-down menu in the top right.

  5. The courier label will then be downloaded to your computer as a PDF where you can then open and print it.

How do I change the 'note to courier'?

We use the courier instructions field for the 'note to courier' that appears on the shipping label. If you need to edit the courier instructions you can edit the order first.

What is the QR code on the shipping label for?

You can use the Airsquare mobile app (Android, iOS) to scan the QR code to find it quickly and action things for the order.

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