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Orders

Customer Success Team

Last updated on Dec 07, 2023

Once a customer places an order on your online store, the order appears on the Orders page and you receive a notification to the email address linked to your store. You can track your orders (view detailed information and manage) on the Orders page.

Note: Orders, Customer, and Items are clickable links that display corresponding detailed information.

Here you can:

  • search for the corresponding orders;

  • sort the orders according to the payment, fulfillment, and creation statuses;

  • filter the orders according to the corresponding criteria.

Viewing Order Details

To view the details of the selected order, click the order ID for which the information needs to be viewed.

Adding an Order Note

You can add a note to every order you receive. This serves as a reminder or a comment for you or your team members related to the corresponding orders placed by the customers.

To add a note:

  1. Click the order ID. The order summary is displayed.

  2. Enter the note in the text area in the Notes section.

  3. Click Send.

To delete or edit a note, select the note from the list, click the Dotted Menu, and choose the appropriate option.

Processing Orders

Once orders are placed, you can track the progress of your orders. Each order goes through a set of states. You can change the statuses of your orders according to the Order Payment Statuses and Order Fulfillment Statuses (Shipping). When the order status is changed, the customer receives an email or SMS notification. You can configure the notifications sent to your customers upon order placement and status changes in Settings > Notifications.

To process orders:

  1. Click the order ID.
    The order summary is displayed.

  2. Click the corresponding button in the top right corner of the page.

Note: When taking an action, you will need to confirm it in the confirmation pop-up or fill in the corresponding text fields. If you confirm an action in a certain phase or state, you will not be able to reset it.

Order Payment Statuses

The following payment statuses are available for the orders:

  • Unpaid - the customer has chosen the “manual“ payment method (Cash on Delivery, Money Transfer, POS on Delivery).

  • In progress - the order has been placed and the payment is being processed.

  • Paid - the customer has chosen online payment methods (credit cards, mobile payments, etc.) and has successfully completed the payment process.

  • Refunded - the payment has been sent back to the customer (see Refunding the Payment).

  • Partially Refunded - the payment has been sent back to the customer partially (see Refunding the Payment).

Refunding the Payment

To refund the payment:

  1. Click Refund in the top right corner of the order page.

  2. Provide the information requested in the pop-up that opens, specifically:

  • Indicate the quantity of the purchased items that are being returned.

  • Indicate the amount of refund shipping, adjustment refund, and adjustment fee.

3. Click Refund.

Note: You can partially refund the order if the customer returned some of the purchased items or there was an issue with the order. The status of the order is set as Partially Refunded.

After the payment status is set to Refunded/Partially Refunded, you have to access your payment system dashboard and manually refund the money.

Order Fulfillment Statuses (Shipping)

The following fulfillment statuses are available for the orders:

  • Unfulfilled - the order has been placed.

  • Dispatched - the purchased item has been packed and is ready to be handed to the delivery company.

  • Fulfilled - the order has been handed to the delivery company (see Fulfilling the Order).

  • Partially Fulfilled -Some of the purchased items have been handed to the delivery company.

  • Delivered - the purchased item has been delivered to the target destination.

  • Picked Up - the purchased item has been delivered and picked up by the customer from the self pickup point.

  • Returned - the purchased item has been sent back by the customer after delivery (see Returning the Order).

  • Partially Returned - Some of the purchased items have been sent back by the customer after delivery (see Returning the Order).

  • Canceled - the order has been canceled by the merchant or by the customer’s request.

Fulfilling the Order

To fulfill the order:

  1. Click Fulfill in the top right corner of the order page.

  2. Provide the information requested in the pop-up that opens, specifically:

  • Indicate the quantity of the ordered items.

  • Select the shipping point: Local, International, In Store Pickup.

3. Click Fulfill.

Returning the Order

To set the status of the order returned:

  1. Click Return Order in the top right corner of the order page.

  2. Indicate the number of purchased items that are being returned.

  3. Click Return.

Note: If some of the purchased items are being returned, the status of the order is set as Partially Returned.

Orders Workflow Diagram

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