Order - FAQs

Order - FAQs

Quick answers to common questions about creating, managing, editing, and processing orders on Gearment.

1. How do I create a platform order?

To create a platform order, go to Orders → Draft orders → Create order → Label order.
For more details, see the guide here.

2. How can I find my order in Draft Orders or Sales Orders?

Go to Orders → Draft Orders/ Sales Orders → Search by Gearment ID, Ref ID, Customer Name, Email

3. What steps do I need to take to move an order into production?

After successfully creating an order on the Gearment portal, make sure the order completes the following steps before it can move into production:
Map product → Approve order → Payment order. Follow the instructions here.

4. Can I add a gift message to an order?

Yes. Make sure you configure the gift message for your store before placing the order, then add the message content in the order details.
Instructions for configuring the gift message for your store are available here.

5. Can I change the shipping address on an order?

Yes, you can edit the order details before the order is successfully paid.
Go to Draft Orders → Order Details → Action → Edit Order

6. Can I change the products in an order?

If the order is in Draft Orders, you can change the product directly.
If the order is in Sales Orders, please contact Support for assistance with cancellation so you can change the product.

6. How do I cancel an order?

To cancel an order in Draft Orders, move it to Archived.
For orders in In Production, go to Order Details → Edit Order → Request Cancel. If the order has already been printed, create an Issue so contact the Gearment Support Team for assistance.
Instruction To Use Order Issues are available here

8. What should I do if an order is on hold?

An order will display an “On-hold” status when it requires information updates and cannot be completed and shipped.
Contact the Gearment Support Team for assistance with updating the required information and processing the order.

9. What should I do if I can't verify the shipping address?

You can check the address on Smarty or USPS, then go to Order Details → Action → Edit Order → Change Address Information → Save → Mark Address as Valid.
Instruction To Verify Address are available here

9. Why isn’t my order syncing with Gearment?

If your order isn’t syncing with Gearment, it may be because automatic order pulling is not enabled for your store.
To enable it:

• Go to Stores
• Click the Settings (gear icon) for the store
• Turn on Automatic order pulling when a new order arrives
• Click Save changes

Once enabled, new orders from your store will be automatically synced to Gearment.

12. How can I export orders from the Gearment app?

• Go to Orders → Draft Orders, then click Export in the top-right corner.
• Choose All orders or Filtered orders, then click Export CSV.
• You can track the export status and download the file from Logs → Export orders.
• Once completed, the export file will also be sent to your email.

12. How can I download an invoice for an order?

• To export an invoice for a single order:
• Go to Sales Orders → Order Details → Order Information → View Invoice
• To export invoices for multiple orders:
• Go to Sales Orders → Export → Invoices

Updated on: 10/05/2026