Your Orders
Order Statuses
- Processing — Payment received, seller is preparing your order
- Shipped — On its way (tracking number provided)
- Ready for Pickup — Waiting for you at the business
- Completed — Delivered or picked up
- Partially Refunded — Some items were refunded
- Refunded — Every item on the order was refunded
- Failed — Payment did not complete (checkout failure or abandoned order)
Tracking Your Orders
Each shipped package shows a tracking status pill next to the tracking number. The pill tells you where your package is right now:
- Label Created (gray) — The vendor printed a label but the carrier hasn't scanned it yet
- In Transit (blue) — The package is moving through the carrier's network
- Out for Delivery (blue) — On a truck headed to your address
- Delivered (green) — The carrier confirmed delivery
- Delivery Attempted (amber) — The carrier tried but couldn't deliver
- Exception (red) — Something went wrong in transit
- Returned to Sender (red) — The package is heading back to the vendor
Click the pill to open the carrier's tracking page in a new tab for full details.
Below the pill, a tracking timeline shows recent events as the carrier scans your package. The two most recent updates appear by default. Tap Show all updates to see the full history. Each event includes a description, timestamp, and location when the carrier provides one.
If a package shows “No tracking updates yet,” the carrier hasn't scanned it since the label was created. Click the pill to check the carrier's site directly.
Guest Orders
You do not need an account to place an order. After checkout, you receive a confirmation email with a secure link to your order detail page where you can view your order status, item details, and shipment tracking. The page uses the same glass card layout as a signed-in user sees on their purchases page. Each order link contains a unique token, so only someone with the email can access it.
If you later create a Downtown+ account using the same email address you checked out with, all of your guest orders are automatically claimed into your purchase history. Once claimed, those orders appear on your purchases page alongside any future orders, and you get full access to features that require an account, like requesting refunds or returns.
Order Layout
Each order on your purchases page is wrapped in a frosted glass card. The header bar at the top shows Order Placed, Order #, Ship To(your name and shipping address — only shown for orders that include shipping; pickup-only orders skip this field since there is no shipping address), Payment (card brand and last four digits, for orders placed after the feature launched), and Total. On mobile, the address and payment stack on the left with the date, order number, and total on the right. On desktop, all five fields sit in a single row.
Below the header, each vendor in the order has its own section with items on the left and a summary card on the right. The summary card shows that vendor's itemized breakdown:
- Subtotal — Items total before adjustments
- Coupon — Discount applied to this vendor (shown as a green tag badge with the coupon code)
- Shipping — Shipping charged by this vendor (omitted for digital and pickup orders)
- Tax — Tax charged on this vendor's items (when applicable)
- Total — What you paid to this vendor
- Refunded — Amount refunded by this vendor, with the date it was issued (when a refund has been processed)
Pickup Orders
When a vendor's items are set for pickup, their section shows a Pickup Card at the top of the items list. The card tells you everything you need to grab your order: the current status, where to go, and when the store is open.
A status pill at the top of the card tracks where things stand:
- Processing (gray) — The vendor received your order and is getting it ready
- Ready for Pickup (primary color) — Your items are waiting at the store
- Picked Up (green) — You grabbed your order and the vendor confirmed it
Below the status pill, the card shows the vendor's pickup address and their business hours. By default you see today's hours, with a toggle to expand the full weekly schedule. The status updates automatically as the vendor marks your order ready and then confirms the handoff once you pick it up.
The Per-Vendor Refund Panel
Each vendor's section has a kebab menu (three-dot icon) on the header row. On mobile, a visible Support button replaces the small icon for easier tapping. The available actions change based on the current state of your request:
- Request refund — Available when no active request exists and you're within the refund window. Opens a separate page with the refund form
- Withdraw request — Available while your request is pending vendor review
- Cancel return — Available while a return is awaiting your first shipment
- View return — Available once you've shipped the return package
Once a request is in motion, the vendor's section shows a status banner with a link to the refund or return detail page. Follow-up actions like Submit Tracking(for a return you've shipped), Accept Partial Refund, or Escalate to Downtown+ live on that detail page, not inside the order card itself.
Most local vendors accept returns and will refund you once they receive the item back. Use the kebab to start, and follow the status banner link to track progress. The available actions update automatically as the vendor responds.
Multi-Vendor Orders
If your order has items from more than one vendor, each vendor gets their own section separated by a gradient divider. Each vendor's name appears in its own badge at the top of the section, along with the vendor's downtown location. Refund panels are independent: requesting a refund from vendor A does not affect vendor B, and each vendor's panel reflects only that vendor's items, policies, and request status. Refunded amounts also appear in the relevant vendor's summary card only, so it's always clear which vendor returned what.
Because you can choose Pickup or Shipper vendor at checkout, a single order can also show mixed fulfillment. One vendor's items waiting at their shop while another vendor's package is in transit. The order's overall delivery method shows as Shipping, Pickup, or Mixed, and each vendor's section in the order detail shows its own fulfillment block: tracking info for shipping vendors, pickup address and hours for pickup vendors. On a mixed order, a banner at the top reminds you which items are shipping versus waiting for pickup so the two statuses don't get confused. The order moves to Completed only once every vendor has finished: all shipping vendors shipped and all pickup vendors handed off to you.
Digital Purchases
Auto-delivery digital products are available immediately after payment. Manual-delivery digital products will have a download link sent to you once the seller provides it. Your download does not expire: the order page issues a fresh link each time you use it, so you can re-download as often as you like. Supported formats are PDF, ZIP, EPUB, MP3, MP4, PNG, and JPG.
Cancellations
There is no separate cancellation button on the customer side. To cancel unfulfilled items, use Request refund from the kebab menu. The vendor receives your request and issues a refund in one step, restoring inventory and voiding any pre-purchased shipping label automatically.
Vendors can also refund items proactively from their side without waiting for a request from you. For example, if they run out of stock or spot a fulfillment issue.
On your order card, the vendor's status badge reads Refunded when every item was refunded, and Partially Refunded when money was returned on some but not all items. See Returns & Refunds for more on how refund math works.
The Two Badges on Each Item
Every item in your order carries a badge for what the seller did with the goods. Once a refund settles on that item, a second badge appears next to it for what happened to the money. They are separate on purpose: an item can be in your hands and still have money coming back, and a refund that came back at zero is not the same as one that paid out.
The first badge is always there:
- Processing — The seller has the order and has not shipped this item yet
- Fulfilled — Every unit of this item shipped, was picked up, or was delivered digitally
- 2 Processing, 1 Fulfilled — On an item you bought more than one of, the seller shipped some units and still owes the rest
- Not Shipped — The item was refunded before it ever shipped, so it is never coming
- Payment Failed — The charge did not go through, so the seller never owed this item
The second badge appears only after a refund settles on that item:
- Refunded $34.99 — Money came back on this item, with the amount
- Declined — The seller resolved this one item at $0. Nothing came back, so no amount is shown
- 2 Refunded $99.98 · 1 Declined — On a multi-unit item, some units paid out and some were declined
While a request is still with the seller, or while Downtown+ is reviewing an escalation, no money badge shows yet, because nothing has settled. If the seller denies your whole request, no money badge appears either. The banner on that vendor's section carries the denial and the seller's reason.
Refunds
Refunds appear inside the relevant vendor's summary card as a Refund line with the date the refund was issued, so you can always see which vendor issued which refund on multi-vendor orders. The vendor uses one refund flow for everything. A single submission can cover shipped and unshipped items together: for example, a vendor can refund an already-shipped item and an unshipped item from the same order in one step, with inventory and labels adjusted automatically for whichever items are still unfulfilled.
For details on refund reasons, return policies, withdrawing or cancelling a request, the 14-day escalation window, tax on partial refunds, and how installment refunds are displayed, see the Returns & Refunds article.