Your orders

Your orders (/shop/orders) lists every order the practice has placed, whoever placed it. Everyone who can open the Shop sees them; paying, cancelling and answering a delay need a buyer. The Shop serves practices in the UK (except Northern Ireland) and the US.

The listCopy Anchor Link

• Orders, Buy it again, Not yet dispatched and Cancelled tabs.
• Search orders by order number or product, and a Time range: Last 30 days, Past 3 months, Past 12 months or All time.
• Orders that need money from you come first, under Needs payment: Payment needed and Balance due, each with Pay now.
• Show more orders loads older ones.

Each order card starts with a strip: Order placed, Total, Dispatch to (the site), Order #, View order details and the Invoice menu. An auto order also says Auto-order · set up by the person who set it up. Under the strip, each parcel shows its state and when it arrives, its lines with Buy it again and View your item on the left, and its actions (Track package first) down the right.

The order pageCopy Anchor Link

Click View order details. The page opens with Order details, when you ordered and the order number, then a box with where it goes, how it was paid and the order summary. Each parcel that a courier or the supplier delivers shows its progress: Order placed, Dispatched, Out for delivery and Delivered (a parcel going back to the supplier, a cancelled one, and installations and software licences show their own state instead). The page also has:

• the order's status and, for a buyer, Cancel items;
• Payment: each payment with its method, amount and status, bank transfer details where you pay by transfer, any refunds, the totals with VAT or sales tax, and who it's Billed to;
• one section per parcel, Parcel from the supplier: when it arrives, its lines with lot and expiry where the product has them, and the parcel's buttons (see Deliveries, check-in and returns);
• Not yet dispatched: lines still waiting for a parcel;
• Returns, once you've asked to return something;
• Order history: every step, with who did it and when.

A software licence shows its Licence reference; the supplier sends the key to you directly.

InvoicesCopy Anchor Link

The Invoice menu lists each document issued for the order: Invoice, Seller's invoice and Credit note, each with its number, plus Printable order summary. Before anything is paid it reads Invoice available after payment; a new document shows Being prepared for a few minutes. See Invoices and credit notes.

Cancel itemsCopy Anchor Link

You can cancel anything not yet dispatched.

If your bank debit is still clearing, the button reads Cancel items and the dialog says Your bank payment is still clearing. Any money taken is refunded once it clears. An equipment order whose installation is confirmed can't be cancelled: its balance is due. See Quotes.

DelaysCopy Anchor Link

When a supplier can't dispatch on time, the parcel gets a new date and every buyer is told. The parcel reads The seller has delayed this delivery. You can cancel it for a full refund. Click Cancel for a full refund to open Cancel items with that parcel's items filled in, or do nothing and it comes on the new date. In the UK a delayed order is never cancelled for you.

A parcel already with the courier that runs late gets a new date instead, with no cancel offer. If it still doesn't come, see Report not arrived.

When a bank debit clears later than expected, the parcel reads New date: your bank payment cleared on that day. That isn't a supplier delay, so there's nothing to answer.

Keep waiting (US)Copy Anchor Link

US rules need your agreement before a much-delayed order goes out. A US parcel asks after its second dispatch delay, or after any delay that moves it more than 30 days past the date first promised:

This delivery is delayed again. Keep waiting or cancel? Dispatch is on hold until you answer. If you don't choose by the date shown, the items not yet dispatched are cancelled and refunded.

Every buyer gets the same question, with the same date, as a notification.

• Click Keep waiting: Thanks. The seller will dispatch as soon as they can. The supplier can then dispatch.
• Click Cancel for a full refund to cancel it now, in Cancel items.
• Do nothing, and on that date the items not yet dispatched are cancelled and your money is refunded.

Keep waiting can't be chosen after the date shown. If the supplier delays again later, you're asked again. A parcel already on its way never asks.

Reorder and Buy it againCopy Anchor Link

Buy it again on a line, and the Buy it again tab, put a product back in the basket. After a refund for a short or damaged delivery, Reorder on the return puts the refunded packs in the basket.

When the Shop closes or your subscription lapsesCopy Anchor Link

Your orders, payments, returns and invoices stay open to you, even if the Shop stops serving your country or your Smileline subscription ends, and even for a member with no other workspace left. The Shop item in the clinical workspace's Practice menu then goes to Your orders, the page you see when you have no workspace offers Your orders, and owners and managers keep Shop settings → Payment.

You can still pay what's owed (a quote's balance included), cancel undispatched items, check deliveries in, return goods and download invoices. Buying anything new, Buy it again, Reorder and writing reviews are hidden until the Shop is open to you again.

If the Shop only stops taking orders, it stays open to browse: your orders, Buy it again and your basket stay, and checkout is turned off, as before the Shop opens. You can still pay what's owed and manage your payment method.