Tacey keeps one list of orders where money is waiting on a person: a refund failed, a refund is owed to a customer, or a balance was never collected. You can reach that list from three places, and all three use the same rule, so they always agree.
What counts as "Action needed"
An order is on the list when at least one of its changes is in one of these states:
The refund did not go through. Tacey tried and Shopify refused. Nothing retries it.
Refund owed to the customer. Money is owed back and has not been refunded, including refunds waiting for your approval.
Balance due. Not yet collected. The customer owes you money and nothing has collected it.
Payment not completed yet, but only once it is older than your payment waiting time (24 hours by default, or longer if you set a longer time on Change product options or Upgrade shipping method). Before that, the customer may still pay, so it is not your problem yet.
An order leaves the list on its own once the money is settled, whether you settled it in Tacey, in Shopify, or the customer paid.
1. The Home page card
When at least one order needs you, Home shows a card: Orders that need your action: 3, with the explanation "Money is owed to or by a customer and a person has to settle it: a refund failed or is owed, or a balance was not collected." Click Show these orders.
When nothing needs you, the card does not appear at all.
2. The Orders page
Open Orders.
A banner at the top says Orders that need your action: 3 whenever there are any.
Use the Needs your action filter to show only those orders.
Each of those orders carries an Action needed badge in the list.
If the filter is on and the list is empty, you see: "Nothing needs your action. No refund or balance is waiting on you."
The banner's Show in the ledger button takes you to the matching changes in the ledger, so you can see which change on the order caused it.
3. The Ledger
On the Ledger page, set the Money filter to Action needed. This shows the individual changes rather than the orders, which is useful when one order has several changes and only one of them needs you.
What to do with each one
Open the order.
Read its Reconciliation ledger panel to see which change needs you and why.
Then: - A refund waiting for your approval: click Approve refund on the order page. - Refund owed with no approve button: issue the refund from the order in Shopify. - The refund did not go through: read the reason on the row, then refund by hand in Shopify. - Balance due or an old Payment not completed yet: contact the customer, collect the balance in Shopify, or decide to let it go before you ship.
Once Shopify shows the money settled, Tacey notices on its next check and the order drops off the list.
What this does NOT do
It does not include address problems. An address that failed the check shows in the Orders list's Address check column, not here. This list is only about money.
It does not move any money for you. Each item waits for a person on purpose.
It does not list orders whose payment was abandoned. Once the waiting time runs out, Tacey releases the hold and closes that change as Payment was never completed. Find those by the tacey-payment-owed tag in Shopify.
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