Orders, Refunds, and Redelivery
View, refund, and redeliver orders. Handle support cases without leaving the dashboard.
Every paid checkout creates an order in Orders. Orders are immutable financial records with attached deliveries (one per deliverable on each line item). This article covers the order lifecycle, refund flow, and the redeliver tool that resolves most "my customer didn't get their item" support tickets.
Order list
The Orders page lists every order with sortable columns:
- ID — short order ID (full ID on the detail page)
- Customer — email + Minecraft username
- Total — final amount the customer paid (after discounts, gift card)
- Status — colored badge (see below)
- Gateway — Stripe or PayPal
- Created — relative time
Order statuses
| Status | Meaning |
|---|---|
| Pending | Payment initiated, not yet confirmed by the gateway. Usually flips within seconds. |
| Paid | Payment captured; deliveries firing or queued. |
| Delivered | All deliverables completed successfully. |
| Partial delivery | Some deliverables succeeded, some failed or are pending. |
| Refunded | Full refund issued. |
| Partially refunded | Some portion refunded; remainder still belongs to you. |
| Disputed | Customer raised a chargeback. Funds are temporarily held by the gateway. |
| Failed | Payment declined / canceled / abandoned at the gateway. |
The order detail page
Clicking an order opens a tabbed view:
Summary tab
Customer info, totals breakdown (subtotal, discounts, tax, gift card, final), payment metadata (gateway, transaction ID, payment method last-4), timestamps.
Items tab
Line items with quantity, unit price, line total. Click an item to see its delivery status.
Deliveries tab
One row per deliverable with:
- Type (game command, Discord role, file download, gift card)
- Target (server name for game commands, Discord guild for roles, etc.)
- Status (pending, delivered, failed, dead-lettered)
- Attempts count
- Last error (for failed deliveries)
- Action menu: Retry, View logs, Mark delivered manually
Timeline tab
Chronological event log: created, payment captured, deliveries fired, refunds issued, redeliveries triggered, notes added. Each event includes the actor (customer, system, staff member by name).
Refunds
Issue a full refund
- Open the order.
- Click Refund in the top-right.
- Choose Full refund.
- Optional: tick Notify customer to email them.
- Confirm. Storra calls Stripe or PayPal; funds return to the original payment method in 5–10 business days.
Issue a partial refund
- Click Refund → Partial refund.
- Enter the amount in cents (e.g. 500 = $5.00). Cannot exceed the remaining refundable amount.
- Add a reason (visible in audit log; not sent to customer).
- Confirm.
Partial refunds can be issued multiple times against the same order until the full amount is refunded.
Redelivery
Most "my customer paid but didn't get their item" tickets are resolved by Redeliver — Storra re-fires the deliverables.
Safe-to-redeliver types
- Game commands — re-fired (idempotency depends on your command;
lp user X parent set vipis safe,give X diamond 1would grant another diamond) - Discord roles — re-fired; Discord ignores duplicate role grants
- File downloads — re-emailed with a fresh signed URL
NOT redelivered
- Gift cards — would mint a duplicate code. If a customer lost their card, look up their original code in the order's Deliveries tab and resend manually.
How to redeliver
- Open the order.
- Click Redeliver in the top-right.
- Optionally pick which deliverables to redeliver (default: all failed ones).
- Confirm.
60-second cooldown between redeliveries on the same order to prevent abuse / loops. Redelivery actions are audit-logged.
Disputes & chargebacks
If a customer raises a chargeback through their bank, the gateway notifies Storra via webhook and the order flips to Disputed. The customer's record gets a chargeback flag.
You'll typically see this in Stripe / PayPal first — go to your gateway dashboard to view the dispute reason and submit evidence. Storra surfaces the dispute in the order timeline so you can track it without bouncing.
Test orders
The Test Checkout page lets you place real-end-to-end test orders against your own store. With test-mode gateway credentials connected, you can:
- Run a full purchase flow without real money
- Verify webhook signatures hit your endpoints
- Verify game-command deliveries actually fire on your server
- Verify Discord-role grants land
Test orders are tagged with a TEST badge in the order list and excluded from revenue analytics.
Manual orders
Future Creating an order manually (for cash payments, gift purposes, or correcting a botched checkout) is on the post-launch roadmap. Today, the only way to create an order is via real checkout.
FAQ
Can I edit an order after it's placed?
No. Orders are immutable financial records. Adjustments happen via refunds (subtract) or follow-up orders (add). The only mutable fields are the staff Notes and customer Tags.
Can I issue a refund larger than the order total?
No. Refunds are capped at the original captured amount. If you want to "make it up to" a customer beyond what they paid, issue a free package via a 100%-off coupon for next time.
What happens to fees on refund?
Stripe and PayPal don't refund their processing fees on refunds (varies by region). You eat the fee. This is a gateway-level policy, not a Storra one.
Can I export orders?
Yes — top-right of the Orders page, click Export CSV. Includes all the columns from the list view plus full line-item breakdown. Filter the list first to scope the export.
Why does my order show "Paid" but no deliverables?
The package on that order doesn't have any deliverables configured (or has only inactive deliverables). The customer was charged but Storra has nothing to deliver. Add deliverables to the package, then click Redeliver on the order.
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