When a customer purchases a product from your Rootsy store, it's important to review the order promptly, prepare the product correctly, and manage its fulfilment.
Rootsy provides sellers with an order-management area in the Seller Dashboard to help track customer purchases and fulfilment activity.
This guide explains how to locate customer orders, review order details, understand order statuses, and handle common order-management situations.
1. Access Your Customer Orders
To view orders placed with your store:
Visit www.rootsy.ca.
Sign in to your Rootsy seller account.
Open your Seller Dashboard.
Select Orders from the navigation menu.
Review the orders associated with your seller account.
Open an individual order to view its details.
Your order-management area is where you can monitor purchases and review the information needed for fulfilment.
2. Review the Order Information
When you open a customer order, review the available details carefully.
Depending on the order, these may include:
Order number or reference.
Product name and ordered quantity.
Product price and order totals.
Customer information relevant to fulfilment.
Delivery address for physical products.
Selected shipping service, where applicable.
Order status.
Payment information or payment status displayed by the platform.
Personalization details, where applicable.
Some information may vary depending on the order type.
Important: Only use customer information for legitimate order fulfilment and related customer-service purposes.
3. Understand Your Order Status
Your Seller Dashboard may display different order statuses as a purchase moves through the fulfilment process.
Common order stages include:
New or Pending
An order has been placed and may require review or further processing.
Processing
The order is being prepared for fulfilment.
Shipped
The physical order has been handed over for shipping and the relevant shipping action has been recorded.
Delivered
The shipment has been recorded as delivered.
Cancelled
The order has been cancelled in accordance with the applicable marketplace process.
Returned or Refunded
A return or refund has been recorded or processed, as applicable.
The exact status names and available actions depend on the current Seller Dashboard.
Always refer to the status displayed for the individual order rather than assuming that an order has advanced automatically.
4. Check Payment Status Before Fulfilment
Rootsy uses Stripe for marketplace payment processing.
Before preparing or dispatching an order:
Review the order's payment and processing information.
Check whether the order is ready for fulfilment.
Look for any payment-related warning or restriction.
Avoid shipping an order that has not been confirmed as eligible for fulfilment.
Contact Rootsy Support if the status is unclear.
Do not request that a buyer send payment directly to your personal bank account or through an unapproved payment service.
Transactions should remain within Rootsy's authorized marketplace payment process.
5. Prepare Physical Products for Shipping
For a physical product order:
Review the ordered product and quantity.
Confirm the item is available.
Check any selected product options or personalization details.
Verify the delivery information provided for fulfilment.
Prepare and package the correct item.
Review the shipping information and available fulfilment actions.
Follow the applicable carrier or shipping instructions.
Sellers are responsible for providing accurate products and preparing shipments appropriately.
Use packaging suitable for the product's size, weight, and fragility.
6. Understand Rootsy's Shipping Integration
Rootsy integrates with eShipper to support shipping and fulfilment services.
Depending on the order workflow, shipping information may include:
Carrier service details.
Shipment information.
Shipping label details.
Tracking information.
Delivery status.
Follow the available shipping instructions for the order.
Do not assume that selecting an order automatically purchases a shipping label or dispatches a parcel.
The shipment must be prepared and handed over through the applicable carrier process.
7. Manage Personalized Product Orders
If a buyer orders a personalized product, review all submitted customization details before starting production.
These may include:
Custom text or names.
Selected design or lettering style.
Uploaded images or logos.
Other instructions submitted through the product page.
Compare the order information against your listing's available personalization options.
If important instructions are missing or unclear, contact Rootsy Customer Support before proceeding.
Important: Do not substitute a different design, colour, message, or other customization without appropriate authorization.
8. Manage Digital Product Orders
Rootsy also supports digital products.
Digital orders do not require physical packaging, carrier pickup, or shipping labels.
For digital product orders:
Review the order and its processing status.
Confirm that the correct downloadable product was listed.
Follow the digital-delivery workflow provided by Rootsy.
Check for any delivery or file-access issue reported by the buyer.
Contact Rootsy Support if the digital file is missing or unavailable.
Digital products may have specific return restrictions under Rootsy's applicable policies.
9. What if a Product Is Out of Stock?
If an order has been placed but the product is unavailable:
Review the order details.
Check whether the item can be supplied within the stated fulfilment timeframe.
Do not substitute a different product without authorization.
Contact Rootsy Support promptly if you cannot fulfil the order.
Follow the applicable cancellation or refund process.
Update your product inventory to prevent further overselling.
Sellers should keep stock quantities accurate to reduce avoidable cancellations.
10. What if the Shipping Address Appears Incorrect?
If you notice incomplete or inconsistent delivery information:
Review the address displayed in the order.
Do not independently change the destination without proper authorization.
Avoid dispatching a parcel to an unverified replacement address.
Contact Rootsy Support for assistance.
Follow the instructions provided for the affected order.
Changing a delivery address outside the approved workflow may create shipping and payment-related risks.
11. What if the Buyer Requests a Cancellation?
If a buyer requests cancellation:
Locate the order in your Seller Dashboard.
Review its current fulfilment status.
Determine whether the product has already been prepared or shipped.
Follow Rootsy's applicable cancellation procedure.
Contact Rootsy Support if assistance is required.
Cancellation eligibility may depend on order status, product type, and applicable marketplace policies.
Do not assume that a buyer's message alone automatically cancels the transaction.
12. What if the Customer Reports a Problem?
A buyer may report that an order is:
Delayed.
Missing.
Damaged.
Defective.
Incorrect.
Incomplete.
Different from the product description.
If a problem is reported:
Review the relevant order.
Check your product and fulfilment records.
Gather any relevant shipping or packing information.
Respond through the authorized support process.
Cooperate with Rootsy's return, refund, and dispute procedures.
Rootsy's standard return-request period is generally 14 days from delivery, subject to the applicable product conditions, policies, and consumer protection rights.
Special rules may apply to personalized and digital products.
13. Understand Orders and Seller Payouts
A completed sale does not necessarily mean the entire order amount is immediately available for withdrawal.
Rootsy uses Stripe for marketplace payments and applies marketplace commissions based on your seller plan.
Seller balances and withdrawals are managed through the relevant Seller Dashboard payment features.
Payout timing and availability may depend on transaction processing, adjustments, refunds, disputes, and other applicable conditions.
For more information, refer to the Seller Payments and Payouts section of the Rootsy Knowledge Base when available.
14. Protect Customer Information
Order details may include personal information required for fulfilment.
Sellers must:
Use customer information only for authorized business purposes.
Protect delivery addresses and contact details.
Avoid sharing customer data with unauthorized parties.
Use approved communication and fulfilment channels.
Never request passwords or payment card security codes from buyers.
Follow Rootsy's Privacy Policy and Seller Terms.
Customer information must not be used for unrelated marketing without an appropriate lawful basis.
Frequently Asked Questions
Where can I find customer orders?
Sign in to your Seller Dashboard and open Orders.
How do I know when a customer places an order?
Check the order-management area and any notifications made available through your seller account.
Can I view the products a customer ordered?
Yes. Open the individual order and review its available product and quantity information.
Can I view the shipping address?
Physical orders provide the delivery information needed for authorized fulfilment, subject to the platform's access controls.
How do I know whether an order has been paid?
Review the order's available payment or processing status. If anything is unclear, contact Rootsy Support before shipping.
Does Rootsy arrange shipping?
Rootsy integrates with eShipper to support shipping services. Sellers remain responsible for preparing and fulfilling their orders.
Do I need to ship digital products?
No. Digital products are delivered electronically through the applicable digital-delivery workflow.
Can I change an order after it has been placed?
Order changes depend on the order's status and the available marketplace controls. Contact Rootsy Support if a change is required.
What if I cannot fulfil an order?
Contact Rootsy Support promptly and follow the applicable order cancellation or refund procedure.
Can I cancel an order myself?
Use only the cancellation controls and procedures available for your order. Contact Rootsy Support when assistance is required.
When will I receive my payment?
Seller payout timing depends on Rootsy's payment-processing and payout arrangements. Review your Seller Dashboard for the available balance and withdrawal information.
Need Help Managing an Order?
Rootsy Customer Support can assist with order-management issues, fulfilment questions, shipping problems, cancellations, and disputes.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
When contacting support, please include your store name, relevant order number, and a description of the issue.
Do not share passwords, verification codes, or sensitive financial information.
Rootsy — Stronger Together, Locally Rooted.
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