Support Center

A Murchase is an order placed on the Mallnline platform. Whether you bought a handmade candle, booked a wellness session, or reserved event tickets, every transaction is a Murchase — and you can track it from start to finish.

Finding Your Orders

Logged-In Visitors

If you were signed in when you placed your order:

  1. Click your Profile avatar in the top-right corner.
  2. Select Murchases from the dropdown menu, or navigate directly to /murchases.
  3. You'll see a chronological list of all your orders with their current status.

TIP

You can also access your orders from Settings > Murchase History.

Guest Checkout

If you checked out without creating an account, you can still track your order:

  1. Navigate to Track Order from the footer or visit /murchases/guest.
  2. Enter the email address you used during checkout.
  3. You'll receive a one-time verification code via email.
  4. Enter the code to view all orders associated with that email.

NOTE

After verifying your email, you'll be prompted to secure your session with a Passkey. This instantly creates an account and links all your guest orders — no password needed.

Understanding Order Statuses

Every Murchase progresses through a clear lifecycle:

Status What It Means
Pending Your order has been received and payment is being processed.
Confirmed Payment successful. The Malet Owner has been notified.
Processing The Malet Owner is preparing your order (packing, crafting, or scheduling).
Shipped Your order is on its way! Tracking information is available.
Delivered The carrier has confirmed delivery.
Completed The order is fully fulfilled. You can now leave a review.
Cancelled The order was cancelled before fulfillment.
Refunded A refund has been issued back to your original payment method.

Tracking Shipments

Once a Malet Owner marks your order as Shipped, you'll receive:

  • An email notification to your registered email with tracking details.
  • In-app tracking on your Murchase detail page, including:
    • Tracking number — copy it to check with the carrier directly.
    • Tracking link — click to view real-time shipment progress.
    • Estimated delivery date — when you can expect your order.

To view tracking details:

  1. Open your Murchases page.
  2. Click on the order you want to track.
  3. The Tracking section at the top of the detail page shows all shipping information.

Service Bookings

For service-based Murchases (appointments, consultations, tours, events):

  • Your confirmation includes the date, time, and location of your booking.
  • Any changes to your appointment will trigger an email and in-app notification.
  • Some Malets allow rescheduling through the booking detail page.

IMPORTANT

Service cancellation policies vary by Malet. Check the Malet's storefront for their specific terms before requesting a cancellation.

Email Notifications

Mallnline sends automated email updates at key stages of your Murchase:

  • Order confirmed — your receipt with itemized totals.
  • Order shipped — tracking number and carrier details.
  • Order delivered — confirmation and a prompt to leave a review.

All emails come from noreply@mallnline.com. If you don't see them, check your spam folder.

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You can manage your notification preferences in Settings > Notifications to control which updates you receive via email, SMS, or in-app.

Need Help?

If you have questions about a specific order:

  1. Open the Murchase detail page.
  2. Click Contact Seller to open a support conversation with the Malet Owner via uChat.
  3. Your identity is protected — the Malet Owner sees an anonymous alias, not your personal details.

For platform-wide issues, visit our Help Center or reach out to support@mallnline.com.