When a buyer pays for one of your physical items, the order shows up in your Orders list. From there you check the buyer’s address, pack and post the item, then enter the tracking number and tracking link and click “Mark as shipped”. The system messages the buyer for you, shows them the tracking, completes the order, and your earnings settle. This article walks through the whole post-purchase flow — from finding the order to posting the package to closing it out cleanly.
The setup-side fields are covered in Selling physical items and Setting up shipping. This article picks up the moment a buyer pays.
1. Finding the order
Open Store Manager → Orders. New paid orders appear at the top with status Processing. The list shows all your orders by default — you don’t need to filter to find a new one.
If you sell a mix of physical items, clips, custom orders, and tips, the orders list can get noisy. Use the dropdown in the filter bar with three options:
- All orders — every order, every type. The default.
- Physical only — every order that has at least one physical item in it.
- Needs shipping — physical orders that haven’t been marked shipped yet, excluding ones that are completed, refunded, failed, cancelled, or already shipped. This is the view to live in.
“Needs shipping” is your day-to-day fulfillment queue. If it’s empty, you’re caught up.
2. Opening an order
Click an order to open Store Manager → Orders → Order details. You’ll see the standard order summary at the top: line items, subtotal, shipping, total, and the buyer’s shipping address. Below that, for any order containing a physical item, you’ll find a Shipment panel.
The Shipment panel is all you need for fulfilment. Before you’ve shipped, it holds a short form — a Tracking number field, a Tracking URL field, and a Mark as shipped button. Once you’ve marked the order shipped, the same panel switches to a read-only Shipped confirmation showing the tracking number and link you saved.
There’s no order-status dropdown on physical orders. You don’t set the status by hand — marking the order shipped is what moves it from Processing to Completed. That keeps your payout tied to real dispatch.
Write the shipping label from the address on the order. The country is shown as a full word (Germany, France, United Kingdom) so there’s no ambiguity if the buyer’s country code is e.g. “DE”.
3. Pack and post
Pack the item the way you described it in the listing. If the buyer ticked any extras at checkout — Scented, Worn an extra day, Personalized signed note, Custom video clip, or any custom extras you added — they show up as separate cart line items on the order. Honour every one.
A few packing tips that save support tickets later:
- Use a padded mailer or a small box with bubble wrap, not a plain paper envelope.
- If the item is sensitive (worn clothing, signed prints, food), use an opaque inner bag inside the outer mailer so the package contents aren’t visible through any wear or tear.
- Don’t write the item name on the outside. The return address can be a PO box or your business name; the platform doesn’t reveal your address to buyers.
- Get a tracked service if at all possible. Untracked mail saves a few euros but costs you a hundred when something gets lost and you have to refund.
Once the package is in the post and you have the tracking number and link from the carrier, come back to the order details page.
4. Entering tracking and marking as shipped
In the Shipment panel there are two fields and a button:
- Tracking number — paste the number the carrier gave you (on the receipt or in your carrier account).
- Tracking URL — the carrier’s tracking page for the shipment. The easiest way to get it: search your tracking number on the carrier’s site, wait for the shipment page to load, then copy the address from your browser and paste it here. It must start with
http://orhttps://.
Both fields are required. When both are filled, click Mark as shipped. In one step, that:
- Saves the tracking number and link against the order.
- Emails the buyer that their order is on its way, with the tracking details.
- Shows the Tracking Code and Tracking URL on the buyer’s own order page, so they can click straight through to the carrier.
- Moves the order from Processing to Completed, which releases your commission into the standard payout cycle.
After it saves, the panel shows a green Shipped confirmation with the tracking you entered, so you always have a record of what was sent.
5. Correcting a mistake after shipping
Once an order is marked shipped, the Shipment panel shows the tracking read-only — it doesn’t re-open for edits. If you saved the wrong tracking number, or marked an order shipped by mistake, open a support ticket with the order number and we’ll fix it. In the meantime, if the buyer was already emailed a wrong number, DM them the correct one so they’re not tracking the wrong parcel.
6. Refunds, returns, and lost packages
The Shipment panel doesn’t handle refunds — that’s a separate flow:
- Buyer cancelled before you posted. Refund through the order’s standard refund button, and don’t mark it shipped. The order moves to Refunded and your commission is reversed.
- Buyer says the package never arrived. First, check the tracking yourself with the carrier — half the time the package is at a depot or with a neighbour. If it’s genuinely lost, file a claim with your carrier and decide with the buyer whether to refund or re-send. Most creators refund and chase the carrier separately.
- Buyer wants to return the item. Physical items are generally non-returnable on adult-content platforms (worn clothing, sealed food, etc.) — say so in your item description. If you want to accept a return for a specific item, work it out via DM and use the standard refund flow once you’ve received the package back.
- Wrong address. If the buyer entered the wrong address and the package comes back, you have two choices: refund the buyer (minus shipping you paid out of pocket if you want) or have them pay shipping again to re-send. Always agree before re-sending.
If a refund situation gets stuck — the buyer’s refusing to confirm receipt of a return, you can’t reach the carrier, or the buyer’s filing a chargeback — open a support ticket with the order number. We can mediate.
7. Order auto-completion and earnings
Once every physical line item on an order has tracking saved, the order auto-moves to Completed. This triggers a few things:
- Your commission row for that order moves to “shipped” and starts the standard payout cycle.
- The buyer gets the standard “order complete” email confirmation.
- The order disappears from your Needs shipping filter (since it’s no longer in Processing).
You don’t have to mark anything Completed by hand. The auto-completion is keyed off “every physical line item on this order has tracking” — if you have an order with one physical item and one digital clip, only the physical item needs tracking; the clip auto-delivers when the buyer pays.
Frequently asked questions
Q: Where do I find the buyer’s address?
On the order details page, in the order summary at the top. It’s the buyer’s billing address; we use that one for shipping by default unless they entered a separate shipping address at checkout (in which case both are shown on the order).
Q: Do buyers see my real name and address?
Buyers don’t see your real address — the package only has whatever return address you write on it (PO box, business name, neighbour’s address, etc.). They see your store name on the order itself, not your legal name, unless you’ve put your real name in the store profile.
Q: I don’t have a tracking number — the post office gave me a stamp and that’s it.
The Shipment panel needs both a tracking number and a tracking link, so you can’t mark an order shipped without them. We strongly recommend a tracked service anyway — the cost difference is usually €1–€2 and it protects you against “didn’t arrive” disputes. If you can only use an untracked service, enter the carrier’s generic tracking page as the link and the reference from your receipt as the number, DM the buyer to let them know it went untracked, and open a ticket if you’re doing this regularly.
Q: Can I bulk-mark several orders as shipped?
Not from the Orders list directly — each order has its own Shipment panel. If you ship a lot of orders in one go, open them in tabs, fill in the tracking and mark shipped on each, one after another. Most creators get into a rhythm of 5–6 a minute.
Q: I shipped, then realised I sent the wrong item. What do I do?
DM the buyer immediately, apologise, and offer either: (a) keep what you sent + you ship the correct item separately, or (b) send the wrong-shipment back at your cost and you’ll re-send the right one. Refund only if neither (a) nor (b) is acceptable. If you ship a second package, DM the buyer the new tracking, or open a ticket if you need help.
Q: Why didn’t the order auto-complete after I marked it shipped?
Either: (a) there’s still a physical line item without tracking — check the order line items, sometimes a buyer ordered two items and only one has tracking; (b) the order was already in a terminal status (refunded, failed, cancelled) and the auto-complete logic skips those by design. Open a ticket if neither applies.
Q: I marked an order shipped by mistake. How do I undo it?
The panel doesn’t have an undo once an order is shipped. Open a support ticket with the order number and we’ll reverse it. DM the buyer too if they were emailed a shipment notice in error.
Q: Can a buyer message me about an order?
Yes — the standard messaging flow works. They can DM you from your store, and you’ll see the message in the usual messages page along with all your other DMs. Some creators prefer to handle order-specific questions through the order’s note thread instead, but DM is fine for most things.
Q: When do I get paid for a physical item?
After the order auto-completes (you’ve entered tracking and marked every physical line shipped). Your commission then enters the standard payout cycle — see your sales dashboard for exact dates.
From the buyer’s side
Curious what your buyer sees while they wait for the package? Shipping times and tracking covers the buyer-side view: the Processing → Completed status flip, the “your order is complete” email, where the tracking number appears on their order, customs expectations, and the lost-package flow. Reading it from the other side helps you anticipate the support questions buyers will ask.
Need more help?
If a refund situation is stuck, an order won’t auto-complete despite all tracking being saved, or a buyer’s filing a dispute you can’t resolve in DM, open a support ticket from your store manager and pick the Physical items category. Include the order number and a quick summary; we’ll take a look.
