Table of Contents

Each order's analytics page lists a record of email notifications and webhook events that have been sent regarding that order. There, you can view the summarized history and webhook events, resend email notifications, or re-post individual webhook events. 

To view the complete history of email messages and webhooks for an order or a subscription, begin by accessing the details of the order or subscription in question. You can search for an order from the Dashboard page of the App or via the Activity menu. 

Re-send an Individual Email

  1. In the Emails section of the order details page, click anywhere in the row of the message you want to re-send. A popup dialog appears showing the details of the message.
  2. Click Resend to re-send the message. The message is re-sent immediately, and a confirmation appears at the bottom of the popup dialog.

View and Re-Post Webhook Payloads

  1. In the Webhooks section of the order details page, navigate to the webhook event whose payload you want to view or re-post.
  2. Click anywhere in the row of the event you want to view or re-post. A popup dialog appears showing the details of the event, including the entire JSON payload for the event. You can scroll down to view or copy the entire payload from this dialog.

  3. Click Resend to immediately re-post the event to the URL or endpoint configured for the webhook. A confirmation message appears at the bottom of the popup dialog.


Unsuccessful Webhook Event Postings

In case FastSpring was unable to successfully post an event (based on the response from your server), the name of the event appears in red in the Webhooks section of the order details. When you drill into the event details, the date/time line appears with a red background. You can still re-post the event just as you could for a successful post. FastSpring also automatically retries all failed webhook event posts every ten minutes for up to 24 hours or until we receive a success response.


Order Refund Policy and Chargebacks

Refund Policy

When we receive a refund request from a customer, we usually direct the request to Seller support contact so that Sellers handle refund requests. Generally speaking, the only time that we refund an order without consulting you is when a customer who has purchased with a credit card contacts us about a fraudulent charge. In this case, we refund the order to prevent a chargeback. Credit card refunds can generally be done up to six months after an order, but PayPal has a 90-day refund limit.


Chargebacks are different than refunds. A chargeback is a return of funds to a cardholder, forcibly initiated by the card’s issuing bank. The cardholder signs an affidavit with their credit card provider claiming they did not make the purchase. The card’s issuer then notifies FastSpring of the return of funds after-the-fact; a chargeback is not a request.

Refund an Order

When you process a full refund on an order, FastSpring refunds the buyer and retains the order fee charged on the original transaction. If you need to refund an order fully, you can also do so by posting to the /returns endpoint of the FastSpring API.

  1. Log in to the dashboard for the store where the order was processed. A search box appears.
  2. Use the Order Search to find the order you want to refund.

    You can search for an order by entering any of the following:

  3.  After you have found the order you want to refund, click Return / Refund Order in the Payments and Returns section of the order details.
  4. Select the Return Type.
  5. Complete the Reason and Notification section of the refund process:
  6. Click Next.
  7. On the next page, review the return details. If the order you are returning includes a subscription product, the Cancel Related Subscriptions checkbox (not pictured) is selected by default. You can leave the subscription active despite the refund by deselecting the checkbox. If everything is correct, click Confirm. Should you need to change anything, click Options and select Cancel from the drop-down menu.
  8. When you click Confirm, a pop-up appears notifying you that returns are not reversible. Click OK to confirm the return again.

Refund Limitations

For liability reasons, there are certain instances when FastSpring Support must issue the refund on your behalf. These scenarios include:

If any refund requests come from your customers with the conditions listed above, please contact our Support Team for assistance.

The Custom Orders feature lets you create a pre-populated shopping cart for a specific customer and provides a link you can email to the customer. Each custom order can contain any number of products, and you can override pricing or apply coupons. You can also pass custom order tags (e.g., for inclusion in webhooks or API responses) and override the customer's default country and currency using custom orders.


Creating a Custom Order

To create a custom order, select the Sales menu of the FastSpring App, and then select the Orders tab.

Next, click the the Custom Orders tab, just below the order search bar.

Clicking  opens the Create Custom Order popup dialog.

Once the information is complete, click Add. The newly created custom order appears in a list under the Custom Orders tab.


Creating a Custom Order from an Existing Order

Sometimes you might want to create a custom order using an existing order to automatically populate the customer info, cart contents, country, or currency. There are two ways to begin this process.


Method 1

On the Custom Orders tab, click . You are prompted to enter the order reference or the order ID of the transaction you want to duplicate as a custom order.

You can enter either value and then click Copy Order. Tip: The order reference is the customer-facing order number shown on the completion page, email receipts, and invoices.


Method 2

When viewing the details of an existing order record (including a failed or declined order), click Copy to New Custom Order on the right-hand side of the order details.


Reviewing and Saving the New Custom Order

Regardless of whether you use Method 1 or Method 2 above, a new custom order is created with the details pre-filled. The original order ID and order reference are displayed, and the name reflects that this new custom order has been created from the original order reference:

You can modify the order details as needed. For specific field guidance, see Creating a Custom Order above. When you are ready, click Add to complete the creation of the new custom order. Then, provide the custom order URL to the customer (as explained in the next section of this article).


If you started from the order details page of an existing order record, then after creating the custom order, you can navigate to Sales → Orders → Custom Orders to obtain the URL.


Providing the Customer with a Link to the Custom Order

Custom orders that have not yet been processed and have not been disabled have a status of Enabled. For any custom order that is currently Enabled, you can click the  button to copy the custom order's complete URL to your clipboard. Then you can paste that URL into an email message or other message to the customer.

Once a customer has completed a custom order successfully, the transaction's order reference appears in blue. A  badge also appears to help you identify that the order is complete, at a glance.


Disabling and Deleting Custom Orders

If you need to disable an enabled custom order temporarily, click the  badge and select Switch to Disabled.

The URL for a custom order that has been disabled does not work to load the custom order. Instead, a customer attempting to use the URL for a disabled custom order would be redirected to the homepage of your default Web Storefront with no cart items selected and no personal information applied to the session. You can re-enable a disabled custom order by clicking  and selecting Switch to Enabled.

You can also click the Delete command to delete a custom order permanently. Any associated transaction that has already occurred will not be affected. Unlike a disabled custom order, you cannot re-enable a deleted custom order.


Filtering the List of Custom Orders

At the top left-hand corner of the Custom Orders tab, there is a filter that allows you to control which types of custom orders appear on the page. Click the drop-down next to the selector and choose an option; the page contents automatically refresh to include custom orders of the selected type.

Option Description
Enabled Shows all custom orders with the green Enabled badge; these are awaiting completion by their corresponding customers
Disabled Shows only custom orders that have been manually disabled via the FastSpring App
Completed Shows only custom orders that have been completed successfully by their corresponding customers
All Shows all custom orders regardless of whether they are enabled, disabled or completed

You can search for all orders on record in the FastSpring App. This includes Test Orders, declined transactions, charges marked as fraudulent, as well as all active and previously successful orders in your Store. You can access specific transactions in the Orders page by searching for the record in the search bar, or applying relevant filters. 

Look up a customer's transaction record

  1. In the FastSpring App, navigate to Activity > Orders or Subscriptions.
  2. In the Search Orders and Subscriptions field, type in your search query for the order and press ENTER.

The search field is case-sensitive and will recognize any of the following criteria:

By default, the search returns for the past 90 days. To search all history, select the Check to search all history checkbox on the search results page and click Search. Click any record in the search results to view the details of that item.

Applying Filters

You can use filters in the Orders page to search select specific types of transactions. You can apply multiple filters at a time to further refine your search. 


The Sales menu consists of three tabs: Events, Orders, and Subscriptions. In each tab you can search Orders and Subscriptions via the search bar at the top of the page. From there, you can manage events as well as order and subscription records.


The Events tab lists Sales of all types. Examples include new orders, refunds, new subscriptions, subscription billings, subscription cancellations, and changes to existing subscriptions. Click any item to view its details.


The Orders tab lists transaction sales and includes multiple tabs across the top of the page.

All Orders Tab

This page lists all Orders and includes information on their Status, Product, Amount, Reference and Time.

To filter the page to include orders with a specific status, select the All drop-down below the All Orders tab. The list of orders is automatically filtered to match the selected criterion.

Awaiting Payment

This tab shows orders that consumers have not yet paid for. These can include orders that will be paid with bank transfers, and approved but unpaid Invoices.

Pending Approval

This tab lists orders that are pending your approval, such as purchase order transactions that you have not accepted or rejected yet.

Custom Orders

This tab shows Custom Orders that you have created for specific consumers. Examples include pre-loaded carts, coupons, price overrides and custom order tags. You can provide the URLs for custom orders to consumers so that they can enter payment information and complete the order processing with minimal effort on their part.


On the Subscriptions page, you can directly access subscriptions to view details including:

To filter each of these categories, use the corresponding drop-down selectors at the top of the Subscriptions tab.

Charges Tab

The Charges tab allows you to apply additional filters to the charges and transactions that are associated with subscriptions. On this tab, you cannot filter by the Status since that field displays transactions rather than subscriptions.