Understanding your orders

An order exists only when a payment succeeds. Abandoned checkouts, failed cards, and half-finished attempts don't produce one.

So an order on your screen means money moved. If a buyer says they paid and there's no order, no payment completed — ask them to check for an actual charge on their statement before you go looking for a fault.

• An order number, in the format ORD-KRG-32

• The offer bought, the price paid, and tax if any

• The buyer's email address, as entered at checkout

• Date and time

• Payment status

• Delivery details, on digital offers

• Whether it was a test order

Payment shows the line items, tax, and what your buyer paid, plus which card was used. Stripe's processing fee comes out of your payout — the exact amount is in Stripe.

Delivery, on digital offers, shows the file, how many downloads have been used, when the link expires, and when it was last downloaded.

Actions lets you resend the download link or the receipt, and takes you to Stripe to refund. Resending issues a fresh link and resets the download count.

Paid — the payment succeeded and the money is in your Stripe balance, less Stripe's processing fee. Nothing to do.

Refunded — the full amount was returned. Note that refunding doesn't stop the buyer's download link working; it keeps going until it expires or hits its limit.

Partially refunded — part of the payment was returned. The remainder stays yours.

On digital offers, separate from payment status:

Delivered — the delivery email was sent successfully.

Failed — it couldn't be sent, usually a bad address. The buyer has paid and has nothing. See A buyer can't get their file.

Service offers have no delivery state, because there's nothing for Koarge to deliver.

Why the two are separate. A payment can succeed while delivery fails, and that combination is the worst state your account can be in. It's why Koarge surfaces it as an alert rather than leaving it in a list. If you check one thing on your Orders screen, check for failed deliveries.

An order keeps the price that was actually paid. Raising your offer price later doesn't change historic orders — they're records of what happened, not live references to the current offer. The same goes for the offer name.

Search by buyer email, name, or order number.

The order number is fastest if the buyer has it — it's on their receipt. Their email is the usual fallback, but ask which address they used at checkout: people buy on a personal address and email you from a work one.

If you can't find it, check your test orders — occasionally a real-feeling order was taken in test mode. If there's genuinely no order, no payment completed. Ask the buyer to check their statement for an actual charge; a pending authorisation that never captured looks like a charge to them and isn't one. If they can show a real charge and you have no order, contact support with the date, amount, and email address.

Test orders live in their own view and are created when you buy through your checkout in test mode with a Stripe test card.

They don't count. Test orders are excluded from revenue totals and order counts, so there's nothing to tidy before you go live. Test as much as you need to.

They behave like real orders. Emails send and download links work, against Stripe's test environment. A test order is a full rehearsal, not a simulation with the interesting parts removed.

What they don't tell you. A successful test confirms your configuration works. It doesn't confirm Stripe has finished enabling your account for real charges — which is why a seller can test perfectly and still fail on their first live sale. See Your Stripe account is restricted.

No customer records. Buyers don't have accounts, so there's no profile and no view of everything one person has bought. Searching their email is the closest equivalent.

No pending or awaiting-fulfilment statuses. Digital sales complete instantly, and service offers have no fulfilment step Koarge tracks. If you're delivering a service, you track that yourself.

No dispute status. If a buyer challenges a charge with their bank, that happens entirely in Stripe. See What happens when a buyer disputes a charge.

No shipping addresses. Nothing ships.

Your Orders screen answers what was sold. Your Stripe dashboard answers what was paid out and when, after fees. For anything about money reaching your bank, Stripe is the source of truth.

• An order is missing. Check you're not filtered to test orders, or in the wrong mode.

• A status looks wrong after a Stripe-side action. Refunds issued in Stripe take a moment to reflect. Reload before assuming a mismatch.

• Delivered, but the buyer says nothing arrived. Delivered means sent, not read. See A buyer can't get their file.

• The buyer's email looks wrong. It's whatever they typed. Resend to a corrected address from the order.

• You tested in live mode by mistake. That's a real charge on your own card. Refund it in Stripe — the sale and refund both appear in your figures.

• Issue a refund

• A buyer can't get their file

• Take a test payment before you go live