Managing Orders

When a buyer purchases one of your products, an order appears in your seller dashboard. This guide covers everything you need to know about viewing, processing, and managing orders efficiently.

The Order Dashboard

Your order dashboard is the command center for all your sales. Access it via Seller Dashboard → Orders.

Dashboard Overview

The order dashboard displays:

• Order count by status — Quick count of orders in each state
• Recent orders — Your latest orders with key details
• Revenue summary — Total revenue for the selected time period
• Action items — Orders that need your attention (new orders, messages, etc.)

Order List

The main order list shows each order with:

• Order number — CoinDuffle's unique order identifier
• Date — When the order was placed
• Buyer name — The purchaser's name
• Product(s) — What was ordered
• Total — The order total
• Status — Current order status
• Payment method — How the buyer paid (card, ACH/wire)

Filtering and Searching

Find specific orders quickly:

• Search by order number, buyer name, or product title
• Filter by status — New, Processing, Shipped, Delivered, Cancelled, Refunded
• Filter by date — Today, last 7 days, last 30 days, custom range
• Filter by payment method — Card, ACH, Wire
• Sort by date, total, or status

Order Statuses

Every order moves through a series of statuses:

Status Transitions

The typical happy-path flow is:

New → Processing → Shipped → Delivered

For ACH/wire orders:

Awaiting Payment → New → Processing → Shipped → Delivered

Processing an Order

Step 1: Review the Order

When a new order comes in:

1. Click on the order to open the order detail page
2. Review the products, quantities, and shipping address
3. Verify payment status (should show "Paid" for card orders)

Step 2: Prepare the Shipment

Gather the ordered items from your inventory:

• Verify the product matches the listing (correct year, grade, condition)
• Package securely (see packaging tips below)
• Prepare any included extras (certificates, holders, packing slips)

Step 3: Purchase a Shipping Label

You can purchase discounted shipping labels from multiple carriers directly from the order page:

1. Click Buy Shipping Label
2. Confirm the package dimensions and weight
3. Compare rates across carriers and select the shipping service
4. Review the rate and click Purchase Label
5. Print the label and apply it to your package

See Shipping Labels for detailed instructions.

Step 4: Mark as Shipped

After dropping off the package:

1. Return to the order in your dashboard
2. Click Mark as Shipped
3. The tracking number is automatically added from the purchased label
4. The buyer receives an email notification with tracking info
5. Order status changes to Shipped

If you used your own shipping method (not a CoinDuffle label), manually enter the tracking number when marking as shipped.

Packaging Best Practices

Secure packaging is critical for precious metals and coins:

For Coins

• Place coins in individual flips, capsules, or 2×2 holders
• Wrap in bubble wrap or foam
• Use a rigid mailer or small box to prevent bending
• For graded coins in slabs, use slab-sized boxes or extra padding

For Bars and Bullion

• Wrap in bubble wrap
• Use a sturdy box appropriate for the weight
• Secure the item so it doesn't shift during transit
• For heavy items (10 oz+ silver bars, gold bars), use reinforced boxes

General Tips

• Use carrier-provided packaging when available — For example, USPS Priority Mail boxes are free and come in various sizes
• Add "DO NOT BEND" labels for flat shipments
• Double-box high-value items — Place the inner box inside a larger outer box with padding
• Tape all seams — Use strong packing tape on every seam of the box
• Include a packing slip — Not required, but adds a professional touch

Managing Multiple Orders

Batch Processing

When you have multiple orders to process:

1. Sort orders by date (oldest first) to process in FIFO order
2. Gather all products for the day's orders at once
3. Package all orders, then purchase labels in sequence
4. Drop off all packages at the same time

Daily Workflow Suggestion

1. Morning: Check for new orders, answer any buyer messages
2. Midday: Pull products, package orders, purchase labels
3. Afternoon: Drop off packages at the carrier's drop-off location or schedule a pickup
4. Evening: Verify all orders are marked as shipped

Order Notifications

Stay on top of orders with notifications:

• New order — Immediate notification when an order is placed
• Message from buyer — When a buyer sends a message about an order
• Delivery confirmation — When the carrier confirms delivery
• Issue alerts — Delivery exceptions, address issues, etc.

Configure notifications in Store Settings.

Communicating with Buyers

When to Message a Buyer

• Order confirmation — A brief thank-you message after a purchase (optional but appreciated)
• Shipping update — "Your order has shipped! Tracking: XXXXXX" (automated by CoinDuffle)
• Delay notification — If you can't ship within your stated handling time, let the buyer know
• Issue resolution — If there's a problem with the order, communicate proactively

Communication Tips

• Respond to buyer messages within 24 hours (ideally much faster)
• Be professional and courteous
• If there's a problem, offer a solution rather than just explaining the issue
• After delivery, a brief follow-up asking the buyer to leave feedback can boost your reviews

Handling Order Issues

Wrong Address

If you notice an address issue before shipping:

• Contact the buyer to confirm the correct address
• Do not ship to an address you suspect is incorrect

Item Not Available

If you sold an item that you can't fulfill (damaged, already sold elsewhere):

• Contact the buyer immediately with an apology
• Offer alternatives if you have similar items
• Cancel and refund the order if no resolution is possible
• Update your inventory to prevent future issues

Buyer Requests Changes

If a buyer requests a change after ordering:

• Changes can be accommodated if the order hasn't shipped yet
• For address changes, update the shipping address before purchasing the label
• For product changes, consider cancelling and having the buyer place a new order

See Cancellations and Refunds for more on handling order issues.