Taking an order off your board: archive, cancel, or delete

Archive, cancel, and delete each take an order off your board, and only archive does it without telling your customer, so the one you pick matters. Whether you want to remove an order that was a mistake or clear a finished one out of the way, one of the three below is the right one.

Archiving is the one most people are looking for. If you only want to clear a row out of the way, that is the one. It takes the order off your board, leaves your customer completely alone, and you can put it back whenever you want.

Archive an order

Open the order and click Archive this one, over on the right. The order leaves your board and comes out of your stitch hours, and no email goes anywhere. It also comes out of Owed to you on your Money page, out of the to-do list on your Today page, and out of the Quoted value on that customer's page, so an order you set aside is never counted as money someone owes you.

Everything you archive is kept on one page. Open your orders and click Archived at the top, and every order listed there has a Put it back button that returns it to your board exactly as it was.

An import that came in wrong

If you brought your history in from Etsy, Square, PayPal, or a spreadsheet and all of it arrived on your board when you wanted it out of the way, you do not have to go through those orders one at a time.

Open your orders and click Archived. There is a button at the top that counts up your imported orders, and one click files every one of them away. You do not have to worry about it catching a real order, because it only picks up the ones that came in from a file you uploaded.

Cancel and refund an order

Canceling is for an order that genuinely is not happening, either because the customer backed out or because you cannot make it. Click Cancel this order on the order page and confirm.

If your customer already paid, the same button reads Cancel and refund this order. Click it, leave the amount as it is to send back everything they paid or type a smaller number, add a reason if you like, and click Yes, cancel and refund. Card money paid through Broidry goes back to their card. You send back Venmo, PayPal, cash, or check money yourself. If the refund does not go through, the order stays open. The page says why.

A refund of a card payment through Stripe comes out of your Stripe balance in full. The card fee and Broidry's fee on that sale are not returned to you. The guide called When you get paid and where the money goes explains it, along with what happens when a customer disputes a payment with their bank.

Your customer gets an email about it, the same way they do when you mark an order Done. That is the real difference between canceling and archiving, and it is why canceling a pile of old imported orders would email all of those people about orders they placed a long time ago.

Delete an order

Deleting is for spam and for orders that were never real to begin with, like the test order you made while learning the software. Open the order, scroll to the bottom, and click "Delete this order (junk / test)". You do not have to cancel it first, and nobody is emailed.

Two kinds of order are kept instead of deleted: one with a payment recorded on it, and one a customer left a review on. When you try, Broidry tells you why and keeps the order. You can archive it instead, and an order with a payment on it can also be canceled.

A sale that came in from Square is the exception. The payment on it is Square's record of money Square moved, not money Broidry moved, so "Delete this order (junk / test)" goes through on it and the sale does not come back on the next check. If that record is a copy of a card payment that already sits on another order, the bottom of it says "This record is a copy of order #..." and the link reads "Delete this copy" instead; the payment stays on the real order.

A deleted order is gone for good, with no way to bring it back. If there is any chance you will want it later, archive it instead.

Change a customer's email address

Open the customer from your Customers page and click "Change their email address". Type the new email or phone number and click "Save the new address". Every order of theirs moves to it at once, and nobody is emailed.

If another customer already uses that address, Broidry tells you. When they are the same person, use "Merge another customer into this one" on the same page instead.

Remove a customer

A customer in Broidry is their orders, so removing one deletes every order of theirs along with their notes and tags. Open the customer from your Customers page, press Remove this customer at the bottom, and confirm. Nobody is emailed.

If any of their orders has a payment recorded on it or has a review on it, Broidry keeps the customer and tells you which order is the reason. Archive those orders instead, and the customer stays in your list for the record.