Orders and tracking

Orders and tracking

Everything about an order lives at Your orders (/account/orders). Because each seller ships their own items, an order from several sellers arrives as separate parcels, each with its own status and tracking.

Order statuses

An order shows one of: Processing, Confirmed, Partially shipped, Delivered, Awaiting payment, Payment failed, Cancelled, or Refunded. (Rarely, while a payment is being reconciled, an internal state may briefly display as the raw text needs_reconciliation — it resolves on its own.) Inside the order, each seller's group has its own timeline — ordered → shipped → delivered for shipped items, or the pickup lifecycle (ready for pickup → picked up) for pickup items.

Tracking

When a seller ships, the carrier and tracking number appear on that seller's group in the order. You are notified when your order ships and when it is delivered (email plus an in-app notification).

Guest orders

Guest (account-less) orders are tracked by order number — your confirmation email links to a status page keyed by the number. Guests do not have an account order page.

Cancelling an order

There is no self-service "cancel order" button. If you need to cancel, message the seller from the order right away — a seller (or Klatchit admin) cancels by issuing a full refund, which appears to you as "Your order was cancelled … and refunded". (A fully refunded order shows the status Refunded in your order list, even though the notification says "cancelled".) After delivery, use a return instead — see Returns and refunds.

Per-item actions

From the order detail page you can, per item or seller group: Buy again, Write a review (once delivered), start a return (delivered items, within the seller's window), regenerate a pickup code (pickup orders awaiting handoff), and message the seller.

Older orders

Orders from before the current Klatchit platform are available read-only under /account/orders/legacy, matched to your account automatically.

Unrecognized charges

A multi-seller order is charged as multiple payments, each under the seller's own statement descriptor (KLATCHIT* STORE NAME). If a line on your statement looks unfamiliar, look it up at /charge.