Go to Dashboard

How can we help?

Popular articles Welcome to Gelato! Getting Started with Manual Orders Getting Started with Shopify Getting Started with Etsy Getting Started with WooCommerce Getting Started with Wix Getting Started with Squarespace Getting Started with BigCommerce What print products do you offer? How can I check your product price? What is the design editor? How does the integration with Shutterstock work? Frames & Hangers - Stock Status How does the sign-up promotion work? Why do I get charged VAT/tax on some orders and not others? Where do you print locally? How quickly do you deliver? How do I estimate the price for shipping? Where can I find the flat rates for shipping? How do I see where a specific product is being printed? I receive an error message when I try to place an order. What should I do? How do I place a manual order via the Gelato Dashboard? How do I check the order status in the Gelato Dashboard? How do I check estimated delivery date and tracking in the Gelato Dashboard? Email Notification from Gelato: Order [123] is on hold - Action required How do I contact Gelato? Do you offer 24/7 customer support? What is your return policy and quality guarantee? How do I report a problem with my order?

What is the typical flow of an order and its possible statuses?

Once your customers place an order, the status will go to "Passed" if everything goes well or "Failed" if there are any issues with the file. 

You can review the most common reason for failed orders here.


If the file is correct, it will be sent to our print partner at midnight (local time in the destination country/region) and typically printed the next morning - the status will change to "Printed"Note: Once the order is "Printed" it cannot be cancelled any longer. 

More information on cancelling an order can be found here.

The order will then be dispatched to the shipping address provided - the status will change to "Shipped" and a tracking link will be available. Note: You cannot update shipping address details after the status is changed to "Shipped"

More information on updating shipping address details for an order can be found here.

Should anything go wrong during the process, the status of your order item will be changed to "Failed"


It is very important that you understand the order flow, the main statuses an order item can have and the actions you can perform on an order. Please refer to our technical documentation for more detailed information if you are integrating your website/store via our APIs.






Was this article helpful?
0 out of 0 found this helpful