How to view and manage incoming Concierge requests
When a customer submits your Concierge Form, their response appears as a request in your dashboard. This guide explains how to view, search, and manage those requests.
How to convert a request into a Concierge order
When you're ready to act on a customer's request, you convert it into a Concierge Order. This creates a managed order you can build out, get approval on, and ultimately fulfil.
How to create a Concierge order manually (without a form submission)
You don't need a form submission to create a Concierge Order. If a customer contacts you directly — by phone, email, or in person — you can create an order manually and manage it the same way as one that came through a form.
How to add products and customisations to a Concierge order
The Order tab is where you build out the contents of a Concierge Order — what the customer is receiving, how it will be delivered, and how it's priced.
How to add and manage recipients on a Concierge order
The Recipients tab is where you manage who the order will be delivered to. Each recipient can have their own address, delivery note, and gift note.
How to upload mockups and share designs with your customer
The Mockups tab lets you upload design files or product previews to a Concierge Order. These mockups are shown to the customer on their approval page so they can review the designs before paying.
How to send info requests to your customer (products, recipients, customisations, images)
Info requests let you ask your customer to provide specific information directly through a secure link — without them needing to email you back. You can ask them to choose a product, enter recipient details, fill in customisations, or upload images.
How to message your customer through a Concierge order
The Messages tab gives you a direct line of communication with your customer within the order. Messages are organised into threads and both you and the customer can send and reply.
How to use pricing overrides, fees, and discounts on a Concierge order
The Pricing overrides card on a Concierge Order lets you manually control shipping costs, add custom fees, apply a discount, and configure tax. These values override anything auto-calculated from your storefront settings.
How to convert a Concierge order into a standard order
Once a customer has paid, you can convert the Concierge Order into a standard order in your fulfilment workflow. This is the final step in the Concierge process.
Understanding Concierge order statuses
Every Concierge Order moves through a series of statuses as you build it out and progress it toward fulfilment. This guide explains what each status means and when you'll see it.