Order numbers
Every order has a number: SH- and six digits, for example SH-100012. You find it on the order page, in Orders and in the API (the "number" field). Quote it whenever you ask about an order.
An order belongs to the account that placed it. Orders shows only your own orders, newest first, 10 on a page. An order of another account cannot be opened: its page says "There is no order SH-100041 in your account." with the number you asked for.
The three statuses
An order is awaiting payment, paid or cancelled. Those are the only statuses: Shelf has no "shipped", "in transit" or "delivered" status, and no tracking number.
Awaiting payment: the order is placed, and no payment has succeeded yet. This is also where an order waits after a declined card. The order page offers "Pay" with the amount, for example "Pay USD 123.00", and "Cancel order".
Paid: a payment succeeded. The order gets its delivery date, 5 days after the payment, shown as "delivery by". A paid order cannot change any more.
Cancelled: the order was cancelled while it was awaiting payment. It stays in your order list as cancelled, and you cannot pay for it afterwards.
Cancelling an order
Only an order that is awaiting payment can be cancelled. Open it and press "Cancel order"; the shop asks once more before it cancels. A paid order cannot be cancelled: the shop answers, for example, "Order SH-100012 is paid and cannot be cancelled."
There is no cancellation link and no cancellation by message. Cancelling happens on the order page or through the API, by the account the order belongs to.
Changing an order
While an order is awaiting payment you can remove items from it. The subtotal, the discount, shipping and the total are calculated again. An order needs at least one item: to remove the last one, cancel the order instead.
Nothing else changes after the order is placed: not the address, not the quantities, not the coupon. To change them, cancel the order while it is awaiting payment and place a new one.
Reorder
"Reorder" puts the items of a past order back into your cart, so you can check out again. It respects the stock and the limit of 10 of one product, and it tells you which items could not come along, for example because they are out of stock.
Refunds and returns
Shelf has no refund or returns rules that Ask Shelf can apply, and no deadline for them. A question about a refund, a return or a complaint goes to a person: Ask Shelf hands the conversation over instead of answering it.