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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 an order after a failed payment

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 an order this way when its payment has failed and the order is still pending. Fulfilled or already cancelled orders cannot be cancelled this way. The Cancel order action is available in two places:
  • Order detail page: Open the order and click Cancel order in the actions area
  • Subscription page: In the orders table, use the dropdown menu on a pending order with a failed payment and select Cancel 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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Ship products immediately

From a customer’s subscription page, you can create an order immediately in two ways:
  • Use Ship now at the top of the Active products section to ship all active products and pull the subscription’s billing cycle forward.
  • Open an individual product’s actions menu and select Ship now to create an extra order containing only that product. This does not change the product’s shipment date or the subscription’s next billing date.
You can ship a product marked Next order only individually in the same way. For Shopify subscriptions, Firmhouse charges the customer through Shopify before creating the order. The confirmation shows which products will be included, whether the customer will be charged, and whether the shipment schedule will change. See View customer subscription details for the steps.

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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 regular subscription 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
  • Ship all active products: When you manually pull the subscription’s billing cycle forward
  • 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. An individual product’s Ship now action is different: it creates an extra order containing only the selected product. Other pending one-off add-ons are left for the next regular subscription order.