Claim Shop Orders

Before you go to the collection counter

Use this guide for an order arranged for event collection. Check the organiser’s release date, location, and collection hours first. A pre-order may not be ready on the day you pay for it.

Sign in to the buyer account and have your order reference ready. A claim QR is a scannable code that lets staff identify the order; displaying one does not prove payment approval or readiness for release.

1. Open the correct order

Open Shop order history and select the order for the event you are attending.

Check Items and fulfilment, payment state, item fulfilment states, and Order updates. Fulfilment means how the items are handed over or delivered. Confirm that this order is for collection and that the items and quantities match what you expect.

For example, if you bought two shirts in different sizes, check both lines before approaching the counter. A similarly named order from another event is not the record staff need.

2. Check whether anything needs attention

Read organiser messages about payment review, production, or release timing. An order may show a QR while its payment is pending or rejected. A paid order may also still be awaiting its release date.

If payment evidence needs correcting, use the available payment update panel. If the order remains under review or an item is not ready, ask the organiser or counter what to do before expecting collection.

3. Show the QR when staff are ready

Go to the collection counter at the instructed time. Open the Claim QR section and select Show QR code when staff ask to scan it. The code starts blurred to help keep it private.

Let staff scan and check the current payment and fulfilment state. Follow their verification instructions. They may need to use the order reference to check details or resolve a mismatch.

After scanning, select Blur QR code. Avoid posting the QR publicly or sharing it with people who are not collecting for you. If someone else will collect, ask the organiser what their collection policy requires; this page does not automatically authorize another person.

4. Check the items handed to you

Compare the released items with your order: name, size or design, and quantity. If an item is missing or incorrect, tell staff at the counter while the order is open so they can check the release record.

Review any updated fulfilment information on the order when available. If part of the order will be released later, follow the organiser’s instructions rather than assuming every item was included in the first handover.

If the QR does not scan

Show the order reference beside it. If the page says QR code unavailable. Use the order reference shown here, use that reference with staff.

Open current order details when possible. An older screenshot can show outdated payment or release information, and staff may need to reconcile the current record using the reference. Do not create another order to solve a scanning problem.

If an item already says it was fulfilled

Tell the organiser or release counter if you have not received it. Give the order reference and identify the affected item. Showing the QR again or uploading another receipt does not reverse a recorded release.

Courier orders follow their delivery arrangement and order updates. A collection QR does not change delivery into pickup.

You are finished when: staff have verified the order and released the correct eligible items, or given you a clear next step for items awaiting release.