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Managing Gallery Orders

Gallery orders work similarly to orders from your individual store, with a few key differences. This guide covers everything you need to know about fulfilling gallery sales effectively.

Order Flow​

graph LR
    A[Customer Purchases] --> B[Payment Splits]
    B --> C[You Receive Notification]
    C --> D[Prepare & Ship]
    D --> E[Mark as Shipped]
    E --> F[Payout Transferred]
  1. Customer Checkout: Buyer purchases from gallery.artbase.studio
  2. Payment Split: Stripe automatically transfers 88% to your Connect account
  3. Order Notification: You receive email and dashboard notification
  4. Fulfillment: You ship the order within 3 business days
  5. Mark Shipped: Update order with tracking information
  6. Payout: Funds transfer to your bank account (2-3 days after shipping)

Multi-Artist Orders​

Gallery orders can include products from multiple artists:

  • Buyer Experience: Single checkout for all items
  • Artist Experience: You only see your items
  • Separate Shipping: Each artist ships their products independently
  • Individual Tracking: Each artist provides their own tracking

Example Order:

  • Customer buys painting from Artist A + ceramics from Artist B
  • Artist A receives order for painting only
  • Artist B receives order for ceramics only
  • Customer receives 2 separate packages
Independent Fulfillment

You're only responsible for shipping your own products. Other artists in the same order handle their items separately.

Order Dashboard​

Access your gallery orders:

  1. Log in to Artbase Studio
  2. Navigate to Orders → Gallery Orders
  3. View pending and completed gallery sales

Order List View​

The gallery orders page shows:

  • Order ID: Unique identifier (starts with "G-")
  • Date: When the order was placed
  • Products: Your items in the order
  • Customer: Buyer's name (shipping address)
  • Status: Current fulfillment status
  • Total: Your earnings (88% of product price)

Gallery Orders List

Order Statuses​

StatusMeaningYour Action
PendingOrder received, ready to shipPrepare & ship
ProcessingYou're preparing the orderContinue preparation
ShippedTracking uploadedNo action needed
DeliveredCustomer receivedNo action needed
IssueCustomer reported problemRespond to inquiry

Order Notifications​

Email Notifications​

You receive emails for:

  • ✅ New Order: Immediate notification when order is placed
  • ✅ Customer Message: When buyer contacts you
  • ✅ Delivery Confirmation: When package is delivered
  • ⚠️ Issue Reported: If customer reports a problem

Daily Digest​

Instead of individual emails, you can opt for a daily digest:

Configure Digest:

  1. Go to Settings → Notifications
  2. Find Gallery Orders section
  3. Select "Daily digest (9 AM)"
  4. Save preferences

Daily Digest Includes:

  • New orders from previous 24 hours
  • Orders awaiting shipment
  • Messages requiring response
  • Delivery confirmations
Manage Email Overload

If you have frequent gallery sales, the daily digest prevents email overload while ensuring you don't miss important orders.

Mobile Notifications​

Enable push notifications in the Artbase mobile app:

  1. Download Artbase Studio app (iOS/Android)
  2. Go to Settings → Notifications
  3. Enable "Gallery Orders"
  4. Receive instant alerts on your phone

Preparing Orders for Shipment​

Order Details Page​

Click any order to view full details:

Customer Information​

  • Full name
  • Shipping address
  • Email address
  • Phone number (if provided)

Order Items​

  • Product name and SKU
  • Quantity
  • Price
  • Special instructions (if any)

Payment Information​

  • Subtotal (your 88%)
  • Shipping paid by customer
  • Payout status

Order Details

Customer Messages​

Buyers can include messages at checkout:

Common Messages:

  • "This is a gift, please don't include receipt"
  • "Please ship after [date]"
  • "Can you include a note about the inspiration?"
  • "Frame requested if available"

Responding to Requests:

  1. Read message carefully
  2. Click "Send Message" to respond
  3. Confirm if you can accommodate
  4. Update order notes for your reference
Gift Orders

If customer requests gift packaging or no receipt, honor that request. This creates a better buyer experience and may lead to reviews and repeat purchases.

Shipping Responsibilities​

You are responsible for:

  • ✅ Packaging: Safe, professional packaging
  • ✅ Shipping Label: Creating and paying for label
  • ✅ Tracking: Providing tracking number
  • ✅ Insurance: Optional but recommended for valuable items
  • ✅ Delivery Time: Shipping within 3 business days
Shipping Costs

Customers pay shipping fees at checkout based on your shipping rates. These fees are added to your payout along with your 88% of the product price.

Packaging Guidelines​

Protection Standards​

Paintings/Prints:

  • Protect corners with cardboard
  • Wrap in glassine or plastic
  • Use rigid mailer or box
  • Include "Fragile" and "Do Not Bend" labels

Ceramics/Fragile Items:

  • Bubble wrap generously (3-4 layers)
  • Fill box voids with packing peanuts or paper
  • Double-box valuable items
  • Label "Fragile" on all sides

Jewelry/Small Items:

  • Gift box or padded mailer
  • Include care instructions
  • Add business card or thank-you note

Branding Opportunities​

Professional packaging enhances your brand:

  • ✅ Custom thank-you cards
  • ✅ Business cards with social media
  • ✅ Care instruction cards
  • ✅ Stickers with your logo
  • ✅ Branded tissue paper or stickers

ROI: Gallery customers are discovering you for the first time. Great packaging creates memorable unboxing experiences and encourages them to visit your individual store.

Creating Shipping Labels​

Through Artbase​

  1. Open order details
  2. Click "Create Shipping Label"
  3. Verify addresses
  4. Select carrier and service level
  5. Purchase label with integrated rates

Benefits:

  • Discounted carrier rates
  • Automatic tracking upload
  • One-click process
  • Cost included in payout

Using Third-Party Services​

You can also use:

  • Pirate Ship: Discounted USPS rates
  • Shippo: Multi-carrier platform
  • Directly with carrier: USPS, UPS, FedEx

If using external label:

  1. Create label through your provider
  2. Return to Artbase order
  3. Click "Add Tracking"
  4. Enter tracking number and carrier
  5. Mark as shipped
CarrierBest ForSpeedCost
USPS PriorityMost items2-3 days$$
USPS GroundHeavy items2-8 days$
UPS GroundLarge items1-5 days$$
FedEx GroundCommercial addresses1-5 days$$
Regional carriersLocal/regionalVaries$
International Shipping

If you offer international shipping, use carriers with customs integration (USPS, UPS, FedEx). Include customs forms and accurate item values.

Marking Orders as Shipped​

Once you've shipped:

  1. Open order details
  2. Click "Mark as Shipped"
  3. Enter tracking number
  4. Select carrier
  5. Click "Confirm Shipment"

What Happens:

  • ✅ Customer receives shipment notification email
  • ✅ Tracking updates appear in their order status
  • ✅ Your payout processing begins
  • ✅ Order moves to "Shipped" status

Mark as Shipped

Shipping Timeline​

Standard Timeline​

TimeframeRequirement
Day 0Order placed
Day 1-3Ship order (3 business days)
Day 4-10Delivery (varies by carrier)

Meeting Expectations​

Fast Shipping Builds Trust:

  • Same-day shipping: Exceptional
  • Next-day shipping: Great
  • 2-3 day shipping: Expected
  • 4+ day shipping: May disappoint
Shipping Speed Impact

Gallery analytics show that artists who ship within 24 hours have 40% more repeat customers than those who ship on day 3.

Handling Delays​

If you can't ship within 3 business days:

  1. Message Customer: Explain delay immediately
  2. Offer Options: Ask if they want to wait or cancel
  3. Update Order: Set new ship date in order notes
  4. Follow Through: Ship by promised date

Valid Delay Reasons:

  • Materials out of stock (made-to-order items)
  • Unexpected illness or emergency
  • Carrier delays or weather events
  • Holiday backlogs (communicate in advance)

Customer Communication​

Messaging System​

Communicate with buyers through the order page:

  1. Open order details
  2. Click "Send Message"
  3. Type your message
  4. Click "Send"

Customer receives:

  • Email notification
  • Message in their order history
  • Your response time is tracked

Response Time Expectations​

  • 24 hours: Expected response time
  • 12 hours: Great response time
  • 1 hour: Exceptional (delights customers)
Response Time Matters

Gallery sellers with <24 hour response times have 4.5+ star ratings. Those with >48 hour response times average 3.8 stars.

Common Customer Questions​

"When will my order ship?"​

Template Response:

Hi [Name],

Thank you for your order! I'm preparing your [product] now and
will ship within the next [1-2] business days. You'll receive
a tracking number via email as soon as it ships.

Best,
[Your Name]

"Can you ship to a different address?"​

Template Response:

Hi [Name],

I can ship to a different address! Please reply with the complete
shipping address and I'll update the order before shipping.

Best,
[Your Name]

"Is this ready to hang/use?"​

Template Response:

Hi [Name],

Yes! Your [product] arrives ready to [hang/use]. [Include any
relevant details about backing, framing, assembly, etc.]

Let me know if you have any other questions!

Best,
[Your Name]

Handling Issues​

Damaged in Shipping​

If customer reports damage:

  1. Request Photos: Ask for photos of damage and packaging
  2. Assess: Determine if it's carrier damage
  3. Offer Solutions:
    • Full refund
    • Replacement (if you have inventory)
    • Partial refund (if usable but damaged)
  4. File Claim: File insurance claim with carrier if insured
Insurance Claims

If you insured the package, file a claim with the carrier. Most carriers require damage photos and packaging. Claims can take 2-4 weeks.

Lost Packages​

If tracking shows no movement for 7+ days:

  1. Check Status: Verify with carrier
  2. Message Customer: Update them on investigation
  3. Wait Period: Give carrier 10 business days
  4. Resolution: Refund or reship after wait period

Package is Lost:

  • Offer full refund or replacement
  • File lost package claim with carrier
  • Update customer on timeline

Customer Dissatisfaction​

If customer is unhappy with the product:

Assess the Issue:

  • Does it match the description/photos?
  • Is it a quality issue or preference?
  • Can it be resolved without return?

Resolution Options:

  1. Partial Refund: If minor issue
  2. Full Refund + Return: If significantly different
  3. Replacement: If defective
  4. Guidance: If customer unsure how to use/display
Prevent Negative Reviews

Resolving issues generously often results in customers updating negative reviews to positive ones. The cost of a refund is often less than the impact of a bad review.

Refunds and Cancellations​

Issuing Refunds​

To refund a gallery order:

  1. Open order details
  2. Click "Issue Refund"
  3. Select refund amount:
    • Full refund: 100% of product price
    • Partial refund: Specify amount
  4. Add reason (optional but helpful)
  5. Confirm refund

What Happens:

  • Customer receives refund to original payment method
  • Refund processes in 5-7 business days
  • Your payout is adjusted (if not yet paid out)
  • Order status updates to "Refunded"
Shipping Costs

Refunds typically don't include shipping unless the error was your fault. Communicate this clearly to customers.

Pre-Shipment Cancellations​

If customer requests cancellation before you ship:

  1. Message: Confirm cancellation request
  2. Refund: Issue full refund immediately
  3. Update: Mark order as cancelled
  4. Restock: Product returns to inventory

No Cost to You: Pre-shipment cancellations don't affect your metrics.

Post-Shipment Returns​

Gallery return policy:

  • Artist Discretion: You set your own return policy
  • Gallery Standard: 14-day return window recommended
  • Buyer Pays Return: Customer pays return shipping
  • Restocking Fee: Optional (up to 20%)

Your Return Policy Settings:

  1. Go to Settings → Gallery
  2. Set Return Policy:
    • No returns (final sale)
    • 14-day returns
    • 30-day returns
    • Custom policy
  3. Save settings

Payout Processing​

Payout Timeline​

Standard Flow:

Day 0: Order placed → Payment split
Day 1-3: You ship order
Day 2-3: Tracking confirms pickup
Day 4-5: Stripe transfers to your account
Day 6-8: Funds appear in your bank

Viewing Payouts​

Track your gallery earnings:

In Artbase Dashboard:

  1. Go to Gallery → Payouts
  2. View pending and completed payouts
  3. Filter by date range

In Stripe Dashboard:

  1. Go to Settings → Gallery → Open Stripe Dashboard
  2. Click Payouts tab
  3. See detailed transaction history

Payout Amounts​

Your payout includes:

  • Product Price: 88% of list price
  • Shipping: 100% of customer-paid shipping
  • Taxes: Sales tax (if applicable)

Example Payout:

Product: $100.00 × 88% = $88.00
Shipping: $12.00 (full amount)
Total Payout: $100.00

Best Practices​

Fast Fulfillment​

  • ✅ Ship Same Day: When possible, ship same day for delight
  • ✅ Pre-Package: Keep shipping materials organized and ready
  • ✅ Batch Labels: Print multiple labels at once during busy periods
  • ✅ Set Expectations: If made-to-order, list processing time clearly

Professional Communication​

  • ✅ Be Friendly: Warm, professional tone
  • ✅ Be Prompt: Respond within 24 hours
  • ✅ Be Helpful: Go above and beyond when possible
  • ✅ Follow Up: Send care instructions or follow-up messages

Quality Control​

  • ✅ Inspect Before Shipping: Check for defects
  • ✅ Package Well: Invest in good packaging materials
  • ✅ Include Extras: Thank-you notes, care cards, business cards
  • ✅ Track Metrics: Monitor your damage/return rates

Analytics and Performance​

Key Metrics to Track​

Fulfillment Metrics:

  • Ship Time: Average days to ship
  • Tracking Upload: % of orders with tracking
  • Delivery Time: Average delivery time
  • Damage Rate: % of damaged shipments

Customer Satisfaction:

  • Response Time: Average time to respond
  • Refund Rate: % of orders refunded
  • Positive Feedback: Customer reviews and ratings
  • Repeat Buyers: % of customers who buy again

To maintain gallery eligibility:

MetricMinimumExcellent
Ship Within3 days1 day
Tracking Rate95%100%
Response Time24 hrs12 hrs
Refund Rate<5%<2%
Seller Ranking

Top-performing gallery sellers get priority placement in collections and homepage features. Focus on fast shipping and great communication.

Next Steps​

→ Gallery Analytics

Track your gallery performance

→ Commission Structure

Understand fees and payouts

📦 Buyer Order Tracking

See what buyers experience

Questions? Contact gallery support at gallery@artbase.studio or visit the community forum.