Use On hold accurately
- Open Dashboard, choose Selling, and find the form under My Forms.
- Choose View orders, then click the buyer's order row to expand it.
- Open Fulfillment and choose On hold in the status selector.
Status and refund actions require the form owner's access or the collaborator permission Update order status/details. Use On hold for a back-order, pre-order, group buy, or other neutral wait. It does not mark the order paid, cancel it, release stock, or claim fulfillment.
Use Cancelled only when the order is actually cancelled. Cancellation releases the exact tracked inventory and promotion reservations saved with that order.
Return Received and Return Refunded are separate manual order labels. Selecting either leaves payment and refund records, stock, and promotion reservations unchanged. Use the existing refund record to track an actual refund separately.
Handle a refund separately from an edit
A standard seller edit, buyer-approved edit, or bulk adjustment saves only that edit's signed total change. It does not create, replace, void, or reopen a refund obligation, and older refund history does not block the edit.
If money must be returned, send it through the original payment rail when possible. Where an existing refund card is present from an earlier workflow, use that card only to record the refund's status. EZFormz records the history but never holds, sends, or reverses refund money. If a buyer asks for a different destination, verify the change through an independent trusted channel before sending.
Update the refund card
In the expanded order's Payments section, find the Customer refund card. It appears only when the order already has a refund record; these actions update that record rather than create a new refund or send money.
- Choose Mark paid after the refund was actually sent.
- Choose Void with a reason when the obligation should not be paid.
- Choose Reopen and enter an audit reason to return a paid or voided record to Owed.
- Choose Correct to voided with a reason when a Paid record should be Voided, or Correct to paid with a reason when a Voided record was actually paid. Marking it paid also asks you to confirm the full refund was sent outside EZFormz.
If another tab or collaborator updates the same refund first, a stale action is rejected and the current state reloads.
Older records that cannot be classified safely show Review needed. Choose Still owed, Mark paid, or Void, then complete the confirmation or reason prompt before relying on refund reporting. That review does not block an ordinary order edit or change the amount requested for that edit.
An ordinary edit or Request Payment action does not replace or reprice an existing payment link. To request a different amount, use Clear on the Payment request card, make the change, then create a new request from the current saved order. The separate Reduce prices workflow can lower an eligible unreserved request; already reserved instructions must be cleared first. A refund record does not silently rewrite the link.
Refund status is bookkeeping, not a transfer instruction. The refund amount, creating edit, and audit history stay attached to the order. Paid means the seller reports the refund was sent outside EZFormz; Void means the obligation should not be paid; Reopen returns it to Owed.
For the edit that created the obligation, see Edit orders and review buyer requests.