Manage an order from purchase to pickup

Manage an order from purchase to pickup helps you manage this part of your bakery from your Homebaked account. Use the steps below, then check the customer view where relevant.

Steps

Open Orders (opens in a new tab) and review the purchased items and fulfillment details.
Use the available order actions to confirm and prepare the order, and message the customer (opens in a new tab) when needed.
Mark the order complete after fulfillment using the action available on the order.

In the mobile app

For accounts with access to the mobile Baker Portal, open My Payouts, expand an order in the earnings ledger, and tap View Order. This opens that order's details, including older completed orders. The Orders tab's current search and status filters do not restrict this lookup. If the order cannot be opened, try again or contact support with its reference.

Things to know

Completion matters for earnings and loyalty progress. If you see “Order completed, but earnings processing needs attention,” the completion is saved. Contact support with the order reference so we can check the payment and earnings. Only mark an order complete when it has actually been fulfilled; contact support if the status or balance looks wrong.

Need help?

If the available controls or results differ, stop and check your saved settings. Contact support (opens in a new tab) with the relevant order or shop reference so the team can investigate. Never send passwords or verification codes.

Open Homebaked (opens in a new tab)

Completed, cancelled, and refunded orders cannot be reopened through bakery controls. Contact support (opens in a new tab) with the order reference if a final order needs correction.

Mobile app details

In mobile order lists, scroll toward the bottom to load older orders, or tap Load more orders. If loading fails, earlier orders stay visible. In order details, Back leaves an action confirmation; closing or swiping away the sheet closes details without confirming the action. A cancellation is submitted only when you confirm it.

In the mobile app, the Orders tab starts sorted by status. Use the sort menu for newest first. The list/fulfillment toggle switches between individual orders and grouped preparation work; fulfillment groups can be shown by window, listing, or location. Open an order to see its status at the top, customer and order reference, purchased items, and payment summary. Status actions remain at the bottom of the sheet.

Custom orders (limited rollout)

Where custom orders are available, open My Storefront → Settings → Custom Orders on web (or Profile → Storefront Settings → Custom Orders in the app) and enable requests there. You can add up to five questions and share your request link. Customers select Custom order on your storefront to open a request form that names your bakery. They must sign in before submitting and can attach up to three reference images. Your shared request link opens the same form on your storefront.

For paid custom orders on web, open Order Details → View custom order details to review the original request and quote in a drawer. Close it to return to the order. In the mobile app, View custom order details in the seller order sheet opens the linked request screen.

A request is not a booked order. On web, open its card or View custom order pill in Messages to review the request and photos in a side drawer without leaving the conversation. Request and quote actions remain at the bottom of the drawer. On web and in the app, a yellow dot next to a recipient’s name in your conversation list means a custom request needs your action. Discuss details in the message thread, then choose Accept request to offer a price with the agreed scope and fulfillment details. Reject request asks you to confirm before closing it. Confirm any special pickup/delivery window with the customer. Set an Order by deadline before the pickup/delivery window, allowing enough preparation time. Sending a quote does not reserve capacity.

The customer chooses Accept quote to open the usual checkout, where they enter address/payment information and review discounts, tax, and the final total before paying. Discuss changes in Messages. If submitted request details need to change, reject or cancel the request and have the buyer submit a new one. You can withdraw an unpaid quote; if payment is already completing, wait for its result. Expired requests can receive a fresh quote, while declined or withdrawn requests require a new inquiry.

Only successful payment creates an order. Find it in Orders with Custom in the item title and the agreed scope/instructions. Fulfill, complete, or cancel it using the ordinary order actions. Turning off new custom requests preserves existing conversations. If payment or images fail, retry from the request; do not ask the customer to pay again outside Homebaked.

For a custom quote, choose the requested pickup or delivery window and set Order by early enough to prepare the order. The buyer must accept and finish paying before that exact deadline. Pickup uses one of your saved storefront locations and its instructions; add a location in storefront settings if none exists. Delivery uses the address supplied by the buyer. Use Additional instructions for the buyer for any extra notes.

Before enabling custom requests

Where custom orders are available, finish your ordering setup first: add your bakery address, set fulfillment hours, save payout preferences, and enable pickup or delivery. For pickup, add an active saved pickup location; this satisfies the address requirement, so you do not need to enter it again. For delivery, set your delivery radius; delivery-only bakeries do not need a pickup location. Custom-order settings show any missing steps and link to the settings you need. If this setup becomes incomplete later, new requests are hidden while existing conversations remain available.

In the mobile app, open your seller profile → Storefront Settings → Custom Orders. The toggle saves immediately. Enable it to see optional questions, preview, and sharing. Add or edit each question and choose Save question; there is no separate Save Settings button.

On the web custom-order settings page, the toggle also saves immediately. Questions, preview, and the share link appear only when enabled. Select a question to edit it, or choose Add question, then Save question. Missing setup steps appear as red links below the toggle.

After paying in the app, customers may briefly see Confirming your order while Homebaked finishes creating it. They should not pay again during this step. If confirmation takes longer, they can check the order status again or contact support. The confirmed screen appears once the order exists.

If a quote expires while web checkout is open, checkout stops accepting payment and asks the buyer to return to Messages for a new quote. A payment that finishes after the deadline is rejected as an order and automatically refunded.

The mobile app also rechecks the quote before opening its payment sheet. If the deadline passes while that sheet is open, the buyer sees expiration guidance after closing it. If payment finished, the app checks for a confirmed order and explains that payments completed after the deadline are automatically refunded.