Help Center › Orders & Fulfillment › Managing an order: emails, download links, and cancelling

Managing an order: emails, download links, and cancelling

Everything you might need to do for a customer lives on the order's own page (Orders, then click the order).

Payments confirm themselves

When a customer pays, the order is confirmed right away and they're emailed their receipt and download link automatically -- even if they close the page before it finishes loading. The order shows the time the customer actually paid.

Resend download link

On a paid order, "Resend download link" emails the customer a fresh copy of their receipt and download link. On an order still marked Pending, "Check payment status" asks your payment provider whether it was actually paid -- if it was, the order is confirmed and the link is sent right then.

Email history

Right under the customer's details is every payment-related email sent for that order -- receipts, resent links, cancellation notices, reminders -- each with its date and time and whether it was delivered, delayed, or bounced. If a customer says they never got it, this shows you exactly what happened.

Cancelling an order

Cancelling asks for a reason, which is kept on the order. Tick "Email the customer this reason" to send it to them along with what happened to their money. If they paid, cancelling refunds them in full; if nothing was charged, it just clears the order out.

Sending photos free of charge

If you cancel an order but still want the customer to have their photos -- say they bought photos that were meant to be free -- use "Send photos free of charge" on the cancelled order. Their download link works again at no charge, and they're emailed it.

Who can do this, and the record of it

Cancelling, refunding, sending photos free of charge, changing the customer's email and resending a download link are available to the account owner and Team members. A team member with the Photographer role doesn't see these buttons, and sees a dash instead of the order's amounts. Every one of these actions is recorded with who did it and when, shown as Order activity on the order's page.

Last updated 2026-10-07

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