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Manual order confirmation

When an order is pending (for example, waiting for payment or manual processing), you can confirm it manually from the admin portal. This is useful when you’ve resolved a payment issue outside the normal flow, completed manual processing, or the customer has paid via bank transfer.

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Where to find it

The Confirm action is available in two places:
  • Order detail page: Open the order and click Confirm in the actions area
  • Subscription page: In the orders table, use the dropdown menu on a pending order and select Confirm
confirm_pending_order This works for all project types—both plan-based and order-based (dynamic subscription) projects. For projects with Paid payment order confirmation, you may also see Show invoice payment link in the dropdown when the customer can pay their invoice manually.

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Cancel failed orders

When an order is still pending because its payment failed, you can cancel it from the admin portal. This is useful when the order should no longer be shipped or retried. You can only cancel failed orders that are still pending and have not been fulfilled or cancelled yet. The Cancel failed order action is available in two places:
  • Order detail page: Open the order and click Cancel failed order in the actions area
  • Subscription page: In the orders table, use the dropdown menu on a failed pending order and select Cancel failed order
Firmhouse cancels the order, cancels the failed payment, and creates a credit invoice for the failed invoice. If there are no other outstanding invoices or retryable payments, this can also clear the customer’s non-paying status. If the order also exists in Shopify, cancel or update the Shopify order separately.

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Shopify order cancellations

When an order is cancelled in Shopify, Firmhouse automatically marks the matching order as cancelled too. This keeps the order status aligned between Shopify and Firmhouse, so teams can avoid shipping or following up on orders that were already cancelled in Shopify. Firmhouse only cancels orders that have not already been fulfilled. If the Firmhouse order is fulfilled or already has a fulfillment timestamp, it keeps its fulfilled status.

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Automatic inclusion of one-off add-ons

When orders are created, one-off add-on products are automatically included. These are products that have been added to a subscription with the one-off add-on type.

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How it works

  • One-off add-on products are automatically pulled into orders when they’re created
  • This happens for both native subscriptions and Shopify contracts
  • The products don’t need a shipment date - they’re included whenever the next order is generated
  • After the order is created, the one-off add-on is automatically removed from the subscription

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Order creation

Orders are created in several ways:
  • Scheduled orders: When a subscription’s scheduled shipment date arrives, an order is automatically created
  • Manual orders: When you manually create an order for a subscription
  • Shopify billing attempts: When a Shopify subscription contract triggers a billing attempt
In all these cases, any one-off add-on products on the subscription will be automatically included in the order.