Process an order from start to finish

Once Stripe is connected and your shipping profiles are configured, your shop can receive orders. This article describes what happens at each step: what you see in your dashboard, what the buyer receives, and the actions you must (or may) take.

Where to find it

Dashboard → Shop → Orders

The screen lists all your orders, sorted by date descending by default. For each order, you see the artwork's photo, title, order number, buyer name, date, status, gross amount, and any invoice number, promo code, and tracking number.

The filters at the top let you filter by search (name or order number), status, or date range. A CSV export pulls every column for your accounting.

Order statuses

An order goes through several states. Khroma uses four main statuses on the artist side:

• To ship — payment confirmed. The artwork is awaiting shipment.
• Shipped — you've marked the order as shipped. Tracking is optionally entered.
• Delivered — the order has been delivered to the buyer (manual or automatic transition depending on the case).
• Refunded or Partially refunded — a full or partial refund has been issued via Stripe.

On the buyer side, the labels are slightly different: Confirmed (instead of To ship), Shipped, Delivered. Coloured badges make the status easy to spot in the list.

When an order arrives

Once payment is validated, several things trigger simultaneously:

• The buyer receives an email Order confirmation — {artwork}. They get the detailed summary: artwork, price, shipping, VAT, delivery address, announced lead time, link to their PDF invoice.
• You receive an email New sale — {artwork}. The message invites you to prepare the shipment promptly and reminds you to add the tracking number once shipped.
• Stock is decremented automatically. If the artwork was Unique piece, it disappears immediately from your public page. On a multi-copy print run, the counter drops by one.

The order appears immediately in your list, with the To ship status (amber badge).

Order detail view

Click an order number to open the detail screen. Several sections appear.

Financial summary

• Net subtotal — artwork's price excluding tax.
• Discount (if promo code) — amount and code used.
• Shipping — net shipping fee.
• VAT — detail by applicable rate, showing the percentage.
• Khroma commission (5%) — the share taken by Khroma.
• You receive — the net amount that will be paid to your Stripe.

Artwork

Photo, title, technique, dimensions, optional variant.

Buyer

Email, phone (optional). A Contact buyer link opens your mail client with the address pre-filled. No internal messaging on Khroma: communication happens by email.

Delivery address

The address entered at checkout. You can modify it if the buyer reached out to correct it before shipment. Fields: First name, Last name, Email, Phone, Address, Address line 2, City, Postal code, Country.

Shipping

This is where you take the main action.

Mark an order as shipped

When your package is ready, click Mark as shipped. A dialog opens:

• Choose a carrier — a selector listing common carriers. Pick the one you're using.
• Tracking number (optional) — enter the number provided by the carrier. It will be shown to the buyer in their email and personal area.
• Message to buyer (optional) — a personalised note. Placeholder: e.g.: Thank you for your trust! The artwork has been carefully packaged.

Click Confirm shipment. Several things trigger:

• The status flips to Shipped.
• An email is sent to the buyer: Your artwork is on its way — {artwork}. It contains the carrier, tracking number, your optional message, and a Track my package button.
• Confirmation toast: Order shipped — email sent to buyer.

The buyer can now track their package. You wait for actual delivery.

Refund an order

If the buyer asks for a refund (right of withdrawal, product issue, mutual agreement), click Refund. A dialog opens.

Khroma first shows a warning: The refund will be processed via Stripe to the buyer's original payment method.

• Refund amount (€) — pre-filled with the gross total, editable for a partial refund.
• Maximum refundable — shown below, accounting for any partial refunds already issued.
• Reason (optional) — free text for your records. Placeholder: e.g. Artwork damaged during shipping.

An irreversibility warning is displayed: Warning: this action is irreversible. The refund cannot be cancelled once confirmed.

Click Confirm refund. Stripe initiates the refund to the card (or other method) the buyer used. The reception delay is 5 to 10 business days for the buyer — Stripe initiates the operation immediately, but the bank processes at its own pace.

Consequences:

• The status flips to Refunded (full) or Partially refunded (partial).
• The buyer receives an email Refund for your order — {artwork} with the refund detail, your optional reason, and a link to download the credit note.
• The artwork's stock is restored (if the order was full and you hadn't shipped yet).
• Toast: Refund processed.

Documents: invoice and credit note

On the detail screen, two links download the documents generated by Stripe:

• Download invoice — the PDF issued at payment, in your name and the buyer's. Incremental invoice number.
• Download credit note (if refund) — the credit note PDF issued at refund, with credit note number, refunded amount, and date.

These documents are generated automatically and stored on Stripe. You can find them any time on this screen or in your Stripe dashboard.

Internal notes

An Internal notes field at the bottom of the order screen lets you keep a private record (special packaging, communication with the buyer, particularities). These notes are never visible to the buyer.

Disputes (chargebacks)

If a buyer disputes a payment with their bank (chargeback procedure), Stripe notifies you immediately by email. You usually have a few days to provide evidence:

• Tracking number with proof of delivery.
• Email exchanges with the buyer.
• Photos of the package and packaging before shipment.

This all happens in your Stripe dashboard, not Khroma. If you lose the dispute, Stripe debits the amount from your balance and notifies you.

Frequently asked questions

How long do I have to ship an order?

The lead time announced to the buyer is the one configured in Dashboard → Shop → Shipping & returns (for example 3-5 business days). Beyond that, you risk a complaint. If something forces you to exceed the lead time, contact the buyer ahead of time by email.

My buyer didn't receive their package. What do I do?

First, check tracking with the carrier. If it shows delivered but the buyer says they received nothing, contact the carrier to open an investigation (the procedure takes 5 to 15 days). If the package is confirmed lost, refund the buyer and file a claim with the carrier to recover the package's insured value.

Can I edit the delivery address after payment?

Yes, from the order detail screen. As long as you haven't marked the order as shipped, freely edit the address fields. If you've already printed a label, take the time to redo it.

How do I edit an invoice to add a forgotten note?

Invoices are issued by Stripe and are not editable after the fact. If you need to add a recurring note (for example your VAT number or art. 293 B of the CGI), enter it in Dashboard → Shop → Tax → Invoice footer. Any future invoice will include this note at the bottom.

Can I cancel an in-flight order without refunding?

Cancelling an order amounts to fully refunding the buyer. If you only want to remove the listing from sale, unpublish it from Dashboard → My works: this prevents future orders but does not cancel ones already placed.