The “My orders” tab includes several categories that correspond to the different stages involved in the order, delivery, and refunding of artworks.
You will find there all your orders even those that have been canceled.
All the order on which you still have something to do before getting the payout from Artsper. There are different status:
Awaiting for customer payment
The customer has placed an order and paid by bank transfer. We are waiting to receive their payment before confirming the sale.
Awaiting for approval
We have received the payment for the artwork. The customer is waiting for you to confirm that the artwork is available.
Awaiting for carrier name
We have sent an email to confirm that you can send the artwork. You must now dispatch it and at this stage fill in the carrier’s name, the parcel’s tracking number, and the delivery timeframe.
You must also upload the sales invoice in .pdf format before you can confirm that the artwork has been dispatched.
The customer will then receive an email with the delivery details.
Awaiting for availability
Your order is in this category if the buyer has decided to collect the artwork directly from your gallery.
All you have to do is confirm the address where the the customer should come to collect the artwork and upload the sales invoice in .pdf format.
The customer will then receive an email with your address informing them that they may come to the gallery to collect the artwork.
Awaiting for pick up
You have confirmed that the artwork is ready to be collected at the gallery. At this stage, all you have to do is confirm that the customer has collected the artwork once they have done so and then upload the certificate of authenticity.
You have confirmed that the artwork has been dispatched; you must now confirm that the customer has received it once this is the case and upload the certificate of authenticity.
The customer has decided to return the artwork to you because they were not satisfied. Indeed, the customer has the right to withdraw within 14 days of receiving the parcel, in accordance with regulations relating to online sales.
At this stage, you will have to confirm that the artwork has been returned once you have received it in good condition.
Awaiting for Payout
You have confirmed that the artwork is in the customer’s possession and you are therefore awaiting to be reimbursed by us. Please note that after receiving the artwork, the customer has the right to withdraw within 14 days.
Once these fourteen days have passed, we will reimburse you by bank transfer to your bank account put in your Profile > My billing information.
You have indicated that the work is not available. The order is then set to "suspended". The order is blocked until we find a solution together. We invite you to contact the support team (email@example.com) to submit alternative artwork proposals as soon as possible. We will then try to contact the customer and make up for this unfortunate event.
We have reimbursed you the cost of the artwork by bank transfer. More information can be found here.
Orders that didn't go through the payout
You have rejected the order because the artwork is no longer available in your gallery or for another reason. The customer has not been charged and has been informed by email that their order has been cancelled.
We will most likely contact you by phone or email to make sure that this is not an error on your part or to try to find a solution.
When an order is in this category, it means that the buyer has cancelled their order. You should therefore not send the artwork to the customer.
You have confirmed that you have received the order and that the customer has been refunded.
If one of your orders is in this category, it means that there is a specific problem and that the customer service team has suspended the order until a solution is found.
The team will not fail to contact you regarding this matter.