Managing orders in the Touch Stay Store gives you full control over your inventory and fulfillment. Unlike standard e-commerce, where payments are taken instantly, card orders use an "Authorize and Capture" workflow, so you only take payment for orders you can actually fulfill.
Table of contents:
The Order Workflow
When a guest places a card order, the funds are not immediately taken from their account. Instead, the payment is Authorized: the bank confirms the funds are available and "holds" them for you.
Reviewing Pending Orders
Review each order in Store → Orders. You have two options:
Accept Order: This "Captures" the payment. The funds are charged to the guest's card and processed toward your Stripe payout. Once the payment is captured, Stripe automatically sends a receipt email to the guest, which includes a link to download their PDF invoice.
Decline Order: This releases the payment. The hold on the guest's card is removed. This is useful if an item is out of stock or you cannot fulfill the request.
⚠️ Accept orders within 24 hours. A card authorization doesn't last. If you haven't accepted the order, it can be cancelled any time after that. The hold is then released back to the guest, the order is marked Declined, and you can no longer take the payment.
ℹ️ Self-managed (offline) payments work the same way in Store → Orders: you Accept or Decline each order. Because you collect the payment yourself, accepting or declining only updates the order's status — no card is charged or released.
Understanding Order Statuses
The Order Status tells you where the request stands in your fulfillment pipeline.
Status | Meaning |
Pending | A new order has been placed. You need to review it and Accept or Decline it. |
Accepted | You have confirmed the order. For card orders, the payment has been captured. |
Declined | The order didn't go ahead: you declined it, the card authorization was cancelled because the order wasn't accepted in time, or the payment failed. Any hold on the guest's card is released. |
Understanding Payment Statuses
While the Order Status tells you what you did, the Payment Status tells you what is happening with the money via Stripe.
Status | Description |
Authorized | The guest's bank has approved the amount and is holding it. |
Captured | You have accepted the order and the funds are being moved to your account. |
Voided | The payment hold was released, because the order was declined or the authorization was cancelled. |
Processing | The payment is currently in transit or being verified by the banking network. |
Failed | The transaction could not be completed (e.g., insufficient funds or expired card). |
📖 Learn more: The Store Explained · Refunds for Online Store
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