Help CenterOrders and payments
Orders and fulfillment
How orders reach Etchly, order statuses, and cancellations.
Etchly is your fulfillment service: Shopify sends orders for Etchly products to Etchly.
What happens when a customer orders:
- Your customer pays at your Shopify checkout.
- The order comes to Etchly automatically. You don't need to do anything in Shopify.
- We check the shipping address and charge the order's cost to your wallet: right away when Process orders automatically is on in Settings, or when you approve it on Orders in Etchly when it's off.
- We make the item. Orders typically ship in 2–5 business days; peak season (mid-November to December) can take a little longer.
- We ship it and add the tracking to the order in Shopify, which can notify your customer.
Order statuses you may see:
| Status | Meaning | What to do |
|---|---|---|
| Awaiting your approval | You approve orders yourself, or Shopify flagged the order as high risk. | Check a flagged order in Shopify, then approve it on Orders, one order or several at once. |
| Starts automatically | Your waiting period hasn't passed yet. The time shows on the order. | Nothing. You can still change the address in Shopify or cancel it until then. |
| Check the shipping address | The address didn't check out. The reason shows on the order. | Fix the address in Shopify, then press Check again. |
| Awaiting funds | Your wallet doesn't cover this order. | Add funds. Production starts automatically. |
| Waiting for payment | Your customer's payment isn't complete. | Nothing. |
| An option is out for now | The order uses an option Etchly has marked unavailable for now. | Nothing. Nothing is charged, and Etchly starts making it automatically when the option is back. |
| In production | We're making it. | Nothing. It can't be cancelled now. |
| Shipped | Tracking is in Shopify. | Nothing. |
| Rejected | Etchly can't fulfill it, for example a non-US address or below the minimum. The reason shows in Shopify. | Refund or fulfill the order another way. |
Cancellations and address changes. You can cancel an order or change its address until it's paid. Once paid, it's made and can't be cancelled. To cancel, use Cancel order on the order's page, or cancel it in Shopify. To change the address, edit it on the order in Shopify. Approving orders yourself, or choosing a waiting period under Start in Settings, gives you time to do either before an order is paid.
High-risk orders. When Hold orders Shopify marks as high risk is on in Settings (it is by default), an order Shopify's fraud analysis rates high risk waits for your approval before your wallet is charged, even when orders are processed automatically. Medium and low risk orders aren't held; the risk level shows on the order's page.
Problems with an item? See the Shipping & Returns Policy. Use Report a problem on the order's page (or send us a message) within 30 days of delivery, with photos. Etchly decides whether to remake the item or refund it, and a refund goes to your Etchly wallet.
- Choose a reason: damaged in shipping, wrong item or color, patch or engraving defect, print quality, missing item, or lost package.
- Lost package opens only after the order's estimated delivery date, and only for a package that hasn't arrived and isn't marked delivered.
- You can have one open report for an item at a time. We answer that one first.
- If we approve it, the order page shows either a remake at no cost to you, or a credit added to your wallet.
Orders you create in Etchly. Orders you create yourself are marked Created in Etchly. You can cancel one until production starts, and the full charge goes back to your wallet. Use the filter on Orders to show only these orders.
Your customers. You provide customer service to your customers, and we're here to help you.
Create an order
Use Create order on Orders to order your own products from Etchly without a store sale, for example for a gift or a customer you sell to elsewhere. It is paid from your wallet and shipped where you choose.
- Items: pick a product and its options, set the quantity, and add more products if you like.
- Ship to: enter who it ships to.
- Shipping: choose a shipping service.
- Review and pay: check the total and pay from your wallet.
Larger orders may get an automatic bulk discount (see Pricing and profit). To check a product before you sell it, order a sample instead.
Still stuck? Send us a message.