When a customer changes an order, the price can change too. Tacey labels every change with exactly where the money stands, and it never says money moved until Shopify confirms it did. Here is every label, what it means and whether you need to do anything.
Money moved
Label | What it means | Your action |
An amount, for example $15.00 | Money actually moved and Shopify confirmed it. A refund went out, or the customer paid. | None. |
No money moved | The change had no effect on the price, such as a new phone number or a same-zone address. | None. |
Still in progress
Label | What it means | Your action |
Payment not completed yet | The customer's change costs more, they were given a way to pay, and the payment has not arrived yet. | Usually none. It counts as Action needed only once it is older than your payment waiting time (24 hours by default). |
Refund not confirmed yet | A refund was started and Tacey is waiting for Shopify to confirm it went through. | None, unless it stays like this for a day. |
Needs a person
These three are always listed under Action needed.
Label | What it means | Your action |
Refund owed to the customer: $X. Not refunded yet. | The customer is owed money back and nothing has been refunded. This happens when refunds wait for your approval, when an address change lowered the tax, or when a merge left a duplicate shipping charge. | If the order shows Approve refund, click it. Otherwise issue the refund from the order in Shopify. |
Balance due: $X. Not yet collected. | The customer owes you money and nothing has collected it. For example, a new address raised the tax. | Contact the customer or collect the balance in Shopify before shipping. |
The refund did not go through | Tacey tried to refund and Shopify refused, or the refund could not be sent safely. The reason is shown on the row. | Refund the customer by hand in Shopify. Tacey does not retry this on its own. |
Finished without payment
Label | What it means | Your action |
Payment was never completed | The customer's change needed a payment, and the waiting time ran out without one. Tacey released any hold so the order is not stuck, and if the unpaid change was an added product, took it back off the order. | Decide whether to follow up. The order keeps the tacey-payment-owed tag. |
When the change itself did not happen
If Shopify refused the change, or Tacey stopped it before it reached Shopify, the money column says so instead: Shopify refused this change, Stopped before reaching Shopify, Change not made or The change could not be sent. Nothing about the order or its money changed.
Why "owed" is not the same as "refunded"
Shopify does not refund automatically when an order gets cheaper, and it does not charge automatically when an order gets more expensive. It only records the new balance. So Tacey labels that balance as a fact, owed, and only calls it refunded or paid once the money has actually moved. You will never see "Refunded" on an order where no refund exists.
Where you see these labels
The Money moved column on the Ledger page.
The Reconciliation ledger panel on each order's page in Tacey.
The Orders list, where orders with any "needs a person" label carry an Action needed badge.
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