# How to manage an order on BurgerPrints

### **Overview**

This article explains how to manage orders on the BurgerPrints Dashboard. It is for new users who create, track, edit, or resolve order-related issues during fulfillment. You learn how to check order statuses, track support tickets linked to specific orders, and request edits, cancellations, or refunds when needed.

Before you begin, make sure you can access **Orders** on your Dashboard.

### **How To Understand And Monitor Order Status**

#### Step 1: Access All Orders

Go to **Orders** to view every order you created or synced.

<figure><img src="https://1097953074-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fa9ArotQowcO8LusDDcRA%2Fuploads%2Fe7qo4AHdMqm1zIPleOpj%2Fimage.png?alt=media&#x26;token=513c2b02-6a7c-472f-9030-c314854026d0" alt=""><figcaption></figcaption></figure>

#### Step 2: Review core order tags

BurgerPrints uses consistent status labels to help you understand the order’s progress:

* **Incompleted**: The order has missing or invalid information.
* **Unpaid**: Ready for payment.
* **Paid**: Payment completed and the order moves into production.
* **Processed**: The order is in the production stage.
* **Shipped**: Shipping & delivery tracking begins.
* **Cancelled**: The order is canceled after a valid request.

<figure><img src="https://1097953074-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fa9ArotQowcO8LusDDcRA%2Fuploads%2F2BhO0uwt6bZYQC5GKC1R%2Fimage.png?alt=media&#x26;token=147e7e16-dbcb-41e4-a42c-77590e1ecfa7" alt=""><figcaption></figcaption></figure>

#### Step 3: View detailed order information

When you select an order, you see:

* **Order ID & Reference**
* **Customer information**
* **Shipping method & tracking**
* **Payment & production status**
* **Cost & amount overview**

This information helps you clearly understand the order status and progress throughout the fulfillment process on BurgerPrints.

<figure><img src="https://1097953074-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fa9ArotQowcO8LusDDcRA%2Fuploads%2FNGP17DYFCb7pnc2qmYdh%2Fimage.png?alt=media&#x26;token=d1bd8810-aa7e-462d-9931-2ad1a2e2fe2b" alt=""><figcaption></figcaption></figure>

### **How To Track And Manage Tickets Linked To Orders**

#### When Tickets appear

A Ticket is created in two cases:

1. **You create a Ticket** to request an adjustment, cancellation, refund, remake, or shipping investigation.
2. **BurgerPrints creates a Ticket** when the system needs your confirmation (e.g., out-of-stock, copyright issues, failed delivery).

Tickets only appear for **Paid** orders because only paid orders qualify for support review.

### **How To Follow Up Correctly When Handling Tickets**

Handling Tickets correctly helps BurgerPrints resolve issues faster and reduces fulfillment delays.

#### **Best practices when replying to a Ticket**

* **Reply directly inside the Ticket conversation**\
  Always use the Ticket chat to respond. This keeps all information centralized and avoids miscommunication.
* **Include fallback instructions when requesting changes**\
  Clearly state what BurgerPrints should do if your preferred request cannot be applied. \
  Example: *“If the address change is not applicable, please cancel the shipment.”*\
  This helps avoid delays and prevents the order from being stuck without next-step instructions.
* **Provide complete information in one response**\
  Include all required details upfront (new address, updated design file, confirmation notes, etc.) to minimize back-and-forth.

<figure><img src="https://1097953074-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fa9ArotQowcO8LusDDcRA%2Fuploads%2F4tnfobLjSEom2f03gzPZ%2Fimage.png?alt=media&#x26;token=d735360f-a980-4bd2-9e04-5f62ca0673ec" alt=""><figcaption></figcaption></figure>

#### **Common mistakes to avoid when handling Tickets**

* **Creating multiple Tickets for the same issue and order**\
  This slows down support processing and may cause confusion. Use **one Ticket per issue per order**.
* **Missing response deadlines**\
  Tickets automatically close after **15 days**, or sooner for special cases such as **Failed Delivery** or **Copyright issues**.\
  If a Ticket closes due to no response, BurgerPrints proceeds according to system rules.
* **Not attaching supporting evidence**\
  Missing attachments (photos, design files, updated addresses, screenshots) require Support to ask follow-up questions, which extends resolution time.

**Why this matters:** Following these practices helps BurgerPrints act faster, reduces fulfillment risks, and ensures your orders move forward without unnecessary delays.

### **How To View Tickets In The Dashboard**

Users can view and manage Tickets in 2 ways on BurgerPrints.

#### **Method 1: View Tickets directly from the Dashboard and Orders**

This method provides a more visual and immediate way to identify Tickets that require your attention.

* A **yellow warning banner** appears on the Dashboard when there are Tickets pending your response.
* Orders with active Tickets are visually highlighted in the **Orders** list.
* When you open an order, you can see the related Ticket information directly within the Order details.

This visual warning helps you quickly identify and process Tickets to avoid fulfillment delays.

<figure><img src="https://1097953074-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fa9ArotQowcO8LusDDcRA%2Fuploads%2FH7sAaGqAtdr2QpDmoTpM%2Fimage.png?alt=media&#x26;token=d4c51e0f-2005-4a35-a771-daaa8402b06b" alt=""><figcaption></figcaption></figure>

<figure><img src="https://1097953074-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fa9ArotQowcO8LusDDcRA%2Fuploads%2FRx4ykDZSAfPk4C3BzkU6%2Fimage.png?alt=media&#x26;token=1b7727d9-449f-40dd-b327-cc8c7e8acc47" alt=""><figcaption></figcaption></figure>

#### Method 2: View Tickets from the Tickets tab

This method helps you see all Tickets in one place.

**Step 1: Open the Tickets tab**

Go to **Orders**, and choose **Tickets** tab.

<figure><img src="https://1097953074-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fa9ArotQowcO8LusDDcRA%2Fuploads%2FDjSH1j3XlUCN22SaEA2Q%2Fimage.png?alt=media&#x26;token=b82fc809-0180-4dc1-8874-6ad4953b028a" alt=""><figcaption></figcaption></figure>

In the Tickets tab, you can view all Tickets related to your orders and track their progress through different statuses.

* **New:** The Ticket has just been created successfully.
* **Awaiting:** The system is waiting for your confirmation or additional details. Please reply within the required timeframe to prevent the Ticket from closing automatically or delaying the resolution.
* **Responded:** You’ve shared the requested information. BurgerPrints reviews your reply and moves the Ticket to the next step. No need to create another Ticket for the same issue.
* **Approved:** Your request has been accepted. BurgerPrints proceeds with the action described in the Ticket.
* **Rejected:** Your request is not valid or cannot be applied. Review the rejection reason carefully and submit a new Ticket with corrected information if needed. If you do not agree with the outcome, contact the BurgerPrints Support team for further clarification.

<figure><img src="https://1097953074-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fa9ArotQowcO8LusDDcRA%2Fuploads%2Fk0EyGmD5cCRUelJhpmC6%2Fimage.png?alt=media&#x26;token=5c1c00b0-6a4e-41bf-b190-48f3eb130a8d" alt=""><figcaption></figcaption></figure>

**Step 2: Review the Ticket list**

You see:

* Create date
* Order ID
* Status: **New**, **Awaiting**, **Responded, Approved, Rejected**
* Request type
* Respond note

**Step 3: Use Ticket search**

Enter **Order ID** or **Ref ID** to quickly locate a specific Ticket.

<figure><img src="https://1097953074-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fa9ArotQowcO8LusDDcRA%2Fuploads%2F6NtMtpgsNZsdd3NMy0do%2Fimage.png?alt=media&#x26;token=fcdee565-c575-4661-9363-5f4915b5882f" alt=""><figcaption></figcaption></figure>

### **How To Respond To A Ticket**

#### For Tickets in “New” status

* **Edit Ticket**: Click the **pencil icon** to update missing or incorrect information.
* **Delete Ticket**: Click the **trash icon**, then **Confirm**.
* **Chat with Support**: Select the **note icon** to open the conversation window.

#### For Tickets in “Awaiting” status

* If BurgerPrints created the Ticket, check the message and follow the instructions.
* If you created the Ticket, review the response and provide the requested confirmation or details.

#### For Tickets in “Responded” status

When you reply in the Ticket chat, the system automatically updates the status to **Responded**.

#### Ticket auto-closure rules

BurgerPrints applies automatic Ticket closure rules to ensure orders continue moving through the fulfillment process without unnecessary delays. These rules are part of the system workflow and do not require manual confirmation from users.

**How auto-closure works:**

* **General cases**: Tickets automatically close after **15 days** if no further action is required from either side.
* **Failed delivery**: BurgerPrints requires a response within **3 days**. If no response is provided within this timeframe, the Ticket closes automatically and the order proceeds based on the current status.
* **Out-of-stock / Copyright issues**: BurgerPrints requires a response within **30 days**. If no response is received, the Ticket closes automatically according to system rules.

**Important note for users:** These timeframes define how long the system waits for a response before taking the next operational step. Users are not required to take action unless the Ticket specifically requests input. By using BurgerPrints, users acknowledge and agree to these system-managed rules for Ticket handling and auto-closure.

<figure><img src="https://1097953074-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fa9ArotQowcO8LusDDcRA%2Fuploads%2FqbRYwAgICN0TtKpHGSwR%2Fimage.png?alt=media&#x26;token=5ab6e61d-69aa-4351-80f3-cbe7738c1c19" alt=""><figcaption></figcaption></figure>

### **How To Edit, Cancel, Or Request A Refund For An Order (Via Ticket)**

This section gives an overview of available actions. Refer to [the full policy](https://help.burgerprints.com/faq-and-troubleshooting/faq/what-is-burgerprints-refund-remake-policy) for full details and specific conditions.

#### Edit an order

* **Unpaid orders**: You can edit all details directly in **Orders**.
* **Paid but Unfulfilled orders**: You can edit shipping information (excluding the destination country). In some cases, BurgerPrints may support order cancellation or order detail changes, but these actions are not available directly on the Dashboard and must be requested through a Ticket.
* **Processed or Shipped orders**: Edits are no longer supported - create a Ticket to check options.

<figure><img src="https://1097953074-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fa9ArotQowcO8LusDDcRA%2Fuploads%2FAPcExIwWN3Lg5IQFxGRz%2Fimage.png?alt=media&#x26;token=988e22d1-af9c-4da2-9a13-a2dc903638da" alt=""><figcaption></figcaption></figure>

#### Change an order

Use this option when you need to **check or adjust order details** that cannot be edited directly in the Dashboard.Create a Ticket with:

* Request type: **Adjust/Check**
* Clearly describe the change you want to request (for example: address correction, product detail verification, or other order adjustments).
* Include fallback instructions if applicable (for example: *“If the change is not applicable, please cancel the shipment.”*).

BurgerPrints reviews each request on a case-by-case basis depending on the order status and production stage.

<figure><img src="https://1097953074-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fa9ArotQowcO8LusDDcRA%2Fuploads%2FtfHIImDhtpWn49HpXhst%2Fimage.png?alt=media&#x26;token=8e090931-feed-4b87-936b-7215c1763ab1" alt=""><figcaption></figcaption></figure>

#### Cancel an order

* **Within 30 minutes of payment**: Cancel directly without a fee.
* **After 30 minutes:**
  * If production has not started: Cancellation may still be possible.
  * If production has started: Create a Ticket to request cancellation or shipping cancellation.
* **Shipped orders** cannot be canceled.

<figure><img src="https://1097953074-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fa9ArotQowcO8LusDDcRA%2Fuploads%2FFvshHDXutCI4PJ8AVQJv%2Fimage.png?alt=media&#x26;token=39cd7c17-2ed2-4f35-8c5c-8be80749a990" alt=""><figcaption></figcaption></figure>

#### Request a refund

Create a Ticket with:

* Request type: **Refund**
* Category: **Shipping issue** or **Defective item**
* Attach images if applicable

Refunds are processed to your **B-Wallet** after validation.

<figure><img src="https://1097953074-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fa9ArotQowcO8LusDDcRA%2Fuploads%2F02rJzjIEbt1mb37YKAeR%2Fimage.png?alt=media&#x26;token=6170141b-3f9b-481a-884e-aac2f059ff47" alt=""><figcaption></figcaption></figure>

### **Tips And Best Practices**

* Always submit full details in the first Ticket to avoid delays.
* Include the updated address or design file directly in the Ticket description.
* For changes (address or design), add: **"If the change cannot be applied, please cancel the shipment and refund the shipping fee."**
* Monitor Tickets at least once daily, especially across time zones.
* Use the search bar to locate Tickets quickly using **Order ID** or **Ref ID**.
* Respond promptly to avoid auto-closure.

### **Frequently Asked Questions**

1. **Why can’t I create a Ticket for my order?**\
   Tickets apply only to **Paid** orders. Unpaid orders must be edited or canceled directly.
2. **Can I request both a shipping change and a refund in one Ticket?**\
   Yes. Combine related requests into one Ticket to avoid missing the intervention window.
3. **How long does it take for Support to reply?**\
   BurgerPrints replies within **24 hours** after you submit a Ticket.
4. **What happens if the address change is not possible?**\
   If you included the fallback request (e.g., shipping cancellation), Support processes the alternative action.
5. **Where do refunds go?**\
   Refunds are credited to your **B-Wallet** for future payments.

### **Related Articles**

* [How to apply full and partial cancellation policies](https://help.burgerprints.com/policies-and-quality-assurance/policies/how-to-apply-full-and-partial-cancellation-policies)
* [How to change your order](https://help.burgerprints.com/policies-and-quality-assurance/policies/how-to-change-your-order)
* [How to create, edit, delete or sync products on BurgerPrints](https://help.burgerprints.com/design-and-product/products/how-to-create-edit-delete-or-sync-products-on-burgerprints)
* [Where can I find my order tracking number?](https://help.burgerprints.com/faq-and-troubleshooting/faq/where-can-i-find-my-order-tracking-number)

<br>