Click View on any row of the Orders page and Tacey opens the order's details window. It tells you, at the top, whether the order needs you, and then shows the order, its money, its address check, the customer's edit window, the items and everything that changed. The pills in the Orders list are explained in What do the pills and numbers on the Orders page mean?.
The status at the top
Status | What it means | What to do |
Needs attention | At least one thing is waiting on a person: an address to look at or money to send or collect. The yellow banner underneath, This order needs you, says exactly what. | Read the banner and do what it says. |
In progress | Nothing is waiting on you, but something is still running, for example the address check, a payment that has not arrived yet or a cancellation refund Tacey is still matching. | Usually nothing. It settles by itself. |
All settled | Nothing is waiting. The green banner reads Nothing needs you on this order. | Nothing. |
The banner can name any of these, in this order of importance:
Banner says | What to do |
The address cannot be delivered to | Contact the customer for a correct address. |
The address check could not confirm the address, followed by the reason | Read the Address check card below and ask the customer or correct the address in Shopify. |
A refund is held for your approval and nothing has been sent | Press Approve refund in the Money card. See How do I approve a refund a customer is waiting for?. |
A refund is owed and Tacey cannot send it for you | Issue the refund from the order in Shopify. |
The customer owes an amount | Collect it in Shopify. |
A refund could not be sent | Check the order's refunds in Shopify first, then refund by hand only if nothing went out. |
A payment request has waited longer than your payment window | Check in Shopify whether the customer paid. |
We could not confirm this change with Shopify | Check the order in Shopify. |
Tacey cancelled the order and could not confirm which refund was the cancellation's | Open the order in Shopify, check its refunds, then mark it handled. |
Informational lines such as "The address check is still running" or "A payment is pending" show as In progress, not as a request for action.
The cards
Order. The customer, their email, when the order was placed and whether it has been fulfilled.
Money. The total, the payment status, and whether money is waiting. The text "No money is waiting on this order" means nothing is owed either way. When a refund is waiting you see A refund is waiting for your approval, the amounts Approve will send and the Approve refund button. If you already refunded the customer in Shopify, the button I refunded this by hand in Shopify tells Tacey so, and it sends nothing.
Address check. This card is explained in full below.
Customer edits. Open (green) means the customer can still change the order themselves, and shows when the window ends. Closed means the window has passed: the customer can no longer change the order from their order page, and you can still edit it in Shopify.
Shipping address. The address type (Residential, Business or PO box) and two blocks: Current address, what is on the order, and Suggested address, the address the check found. When the address is fine the second block reads "No suggestions for now. This address is verified." Tacey never changes the order's address on its own. A shopper can accept the suggestion from their own order page. You change an address in Shopify.
Items. Each line with its quantity. A line the customer removed shows Removed from the order and a quantity such as 1 → 0. A line they lowered shows for example 2 → 1.
What changed on this order. Every change, newest first: what it was before and after, whether money moved, who asked and when. The same entries appear on the Order changes page. See What do the columns on the Order changes page mean?.
The Address check card
The card starts with the same pill as the Orders list (Verified, Check address, Needs a unit, Undeliverable, Located, not verified, Could not check or Checking) and then a plain sentence.
When the order reads Check address
The first sentence names the cause and, where it can, what the customer typed against what the check found. For example: "The postal code the customer entered (1010) does not match this address. The check found 0627." A second line can add other facts, such as "The check also added the neighbourhood, which the customer did not enter."
What to do next tells you the step: ask the customer to confirm the part, or correct it in Shopify. Tacey does not apply a suggestion for you from this window, so there is no button for it.
Each part of the address
A table lists every part and one label for each:
Label | What it means |
Confirmed | The check confirmed this part. |
Not confirmed | The check could not confirm this part. |
Filled in by the check | The customer did not type this part and the check added it, for example the neighbourhood. |
Replaced by the check | The check found a different value from the one typed. The typed and found values show together, for example 1010 → 0627. |
Spelling corrected | The check corrected a spelling. |
Missing | A part the address needs is absent, for example the apartment number. |
Not used in this country's address format | The customer typed a region where this country's addresses have none. The check ignores it. |
On an order that reads Verified, a neighbourhood the check filled in still appears as Filled in by the check, but in a neutral badge, because it is not something you need to act on. If every part is confirmed and that is the only difference, the order stays Verified.
The "Checked by" line
"Checked by Tacey Validation Tier 1", Tier 2 or Tier 3 says how deep the check could go for the order's country.
Tier | What it means |
Tier 1 | The deepest check: street, building, unit and postal code against address records for the country, and in the United States against postal delivery records. The United States and Canada are Tier 1. |
Tier 2 | Each part of the address (street, building number, city, postal code) checked against address data for the country, without postal delivery records. Germany, the United Kingdom, New Zealand and Australia are Tier 2. |
Tier 3 | The address is found on a map, with the area it belongs to. The building number and delivery cannot be confirmed for the country, which is why these orders read Located, not verified and need nothing from you. |
The line also shows when the check ran, and Re-checked with updated rules when Tacey graded the order again.
What the address check found
The expandable list What the address check found shows the precision of the match and the details behind the pill, in plain words, for the times you want to see everything the check returned.
Orders that were cancelled
A cancelled order shows Cancelled and a refund badge that says where the cancellation's refund stands:
Badge | What it means |
Refunded | The refund was sent. |
Waiting for your approval | A refund is held until you approve it. |
Partly refunded | Part of the refund was sent. |
Nothing to refund / No refund due | Nothing was owed, or the restocking fee kept the whole refundable amount. |
Refunded, minus the fee | The refund was sent minus the restocking fee the store kept. |
Combined | The order was combined into another one, so nothing was refunded: the items ship on the other order. |
Not refunded | No refund went out. |
Refund not known | Tacey could not read the payment just now. Check the order in Shopify. |
Refunds made in Shopify
If you or your team refunded an order in Shopify, those refunds show in their own block, Refunds made in Shopify, so the money story here matches Shopify's. Each shows the amount, when it was made, where it was sent and what it includes (items, shipping, duties, an adjustment, items returned to stock). The status is Completed, Pending, Failed, Partly completed or No money moved. The label Made in Shopify, not by Tacey means nothing ties the refund to Tacey. Checking who made this refund shows briefly while Tacey makes sure. These refunds are not counted in the refund totals on your Dashboard and Order changes.
Disputes
If a customer's bank questions a payment on the order, a Disputes block appears. It shows the type (Chargeback, Inquiry or Dispute), the amount, the reason in plain words, the date evidence is due and the status:
Status | What it means |
Needs your response | The bank is waiting for your evidence. Respond in Shopify before the due date. |
Under review | You sent evidence and the bank is deciding. |
Won | The dispute was decided in your favour. |
Lost | The dispute was decided against you. |
Accepted | You accepted the dispute. |
Charge refunded | The charge was refunded, which closes the dispute. |
You answer a dispute in Shopify. Tacey only shows it.
What this does not do
The window never moves money by itself. The only buttons that can are Approve refund, which sends the amount shown once, and I refunded this by hand in Shopify, which sends nothing.
It does not change the order's address. Use Shopify, or let the customer correct it.
It does not answer disputes or send emails. It shows them.