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Overview

Efficient order management is crucial for customer satisfaction and business success. This guide covers viewing orders, updating statuses, and managing the complete order fulfillment process.

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Accessing Your Orders

Route: /seller/orders
1

Navigate to Orders

From your seller dashboard, click “Orders” or “My Orders”Screenshot Description: Seller dashboard with Orders menu item highlighted
2

View Order List

See all orders for your products, sorted by most recent first
3

Auto-Mark as Viewed

Orders are automatically marked as viewed when you access the list

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Filtering Orders

Find specific orders using filters:

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By Payment Status

1

Select Payment Status Filter

Choose from:
  • Paid
  • Unpaid
2

Apply Filter

Order list updates to show only matching orders

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By Delivery Status

1

Select Delivery Status Filter

Choose from:
  • Pending
  • Confirmed
  • Processing
  • Picked Up
  • On The Way
  • Delivered
  • Cancelled
2

Apply Filter

View orders in the selected delivery stage

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By Order Code

1

Enter Order Code

Type the order code in the search box
2

Search

Press enter to find specific orders

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Viewing Order Details

Route: /seller/orders/{id}/show
1

Click on Order

Select an order from the list to view full detailsScreenshot Description: Order details page showing customer info, products, and status update options
2

Review Order Information

View:
  • Customer details
  • Shipping address
  • Order items (only your products)
  • Payment information
  • Current status
  • Order timeline

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Order Information Displayed

  • Order Code: Unique order identifier
  • Order Date: When the order was placed
  • Customer Name: Buyer information
  • Shipping Address: Delivery location
  • Payment Method: How customer paid
  • Payment Status: Paid/Unpaid
  • Delivery Status: Current fulfillment stage
  • Order Items: Products, quantities, prices (your items only)
  • Total Amount: Total for your products
If an order contains products from multiple sellers, you only see your own products and the portion of the order that relates to you.

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Updating Delivery Status

Route: POST /seller/orders/update_delivery_status
1

Open Order Details

Navigate to the order you want to update
2

Select New Delivery Status

Choose from available statuses:
  • Pending: Order received, awaiting processing
  • Confirmed: Order confirmed, preparing for shipment
  • Processing: Packing the order
  • Picked Up: Courier has collected the package
  • On The Way: Package is in transit
  • Delivered: Package delivered to customer
  • Cancelled: Order cancelled
Screenshot Description: Delivery status dropdown showing all available status options
3

Update Status

Click “Update Delivery Status” button
4

Automatic Processes

System automatically:
  • Updates all your order detail items
  • Marks order as unviewed by customer (delivery_viewed = 0)
  • Sends notification to customer
  • Sends SMS if OTP system is active
  • Sends push notification if Firebase is configured

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Cancelled Orders

When you cancel an order:
1

Select Cancelled Status

Choose “Cancelled” from the status dropdown
2

Automatic Refund

If payment was via wallet:
  • Customer’s wallet balance is refunded automatically
  • Refund amount equals the order total
3

Stock Restoration

For each cancelled item:
  • Product stock is automatically increased
  • Variant stock is updated correctly
  • Inventory is immediately available for new orders
Always communicate with customers before cancelling orders. Use the conversation system or contact them directly to explain the reason.

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Updating Payment Status

Route: POST /seller/orders/update_payment_status
1

Access Payment Status Section

In order details, locate payment status controls
2

Change Payment Status

Toggle between:
  • Unpaid: Payment not received
  • Paid: Payment confirmed
3

Update Status

Click “Update Payment Status”
4

System Actions

When marked as paid:
  • Updates your order items to “Paid”
  • Checks if all sellers in the order are paid
  • If all paid, calculates commission and affiliate points
  • Marks order as unviewed by customer (payment_status_viewed = 0)
  • Sends customer notifications
Commission calculation (calculateCommissionAffilationClubPoint) only runs once per order when:
  1. Payment status changes to “Paid”
  2. Commission hasn’t been calculated yet (commission_calculated = 0)

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Customer Notifications

When you update an order, customers receive notifications through:

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Email Notifications

  • Sent to customer’s registered email
  • Contains order code and status update

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SMS Notifications

If OTP system addon is active:
  • Delivery Status Change: Sent when delivery status updates
  • Payment Status Change: Sent when payment status updates

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Push Notifications

If Firebase is configured:
  • Title: “Order updated!”
  • Message: “Your order has been ”
  • Type: Links to order details

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In-App Notifications

  • Displayed in customer dashboard
  • Shows order updates in real-time

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Order Workflow Best Practices

1

Pending → Confirmed

After reviewing the order and confirming you can fulfill it
2

Confirmed → Processing

When you start packing the order
3

Processing → Picked Up

When courier collects the package
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Picked Up → On The Way

When package is in transit
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On The Way → Delivered

When customer receives the package
Update order status regularly to:
  • Keep customers informed
  • Build trust and credibility
  • Reduce customer service inquiries
  • Improve customer satisfaction

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Delivery Boy Integration

If the delivery boy addon is activated:
1

View Available Delivery Personnel

System shows delivery boys in the customer’s city
2

Assign Delivery

Select appropriate delivery personnel for the order
3

Track Delivery

Monitor delivery status through delivery boy updates

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Downloading Invoices

Generate invoices for orders: Route: /seller/invoice/{order_id}
1

Access Order Details

Open the order requiring an invoice
2

Click Download Invoice

Generate and download PDF invoice
3

Invoice Contents

Invoice includes:
  • Your shop information
  • Customer details
  • Order items
  • Pricing breakdown
  • Tax information
  • Payment status

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Common Order Scenarios

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Handling Delayed Shipments

1

Contact Customer

Use the conversation system to inform them of the delay
2

Keep Status Updated

Don’t mark as “On The Way” until actually shipped
3

Provide Updates

Regularly update customers on expected shipping date

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Managing Stock Issues

1

Check Stock Immediately

Verify you can fulfill the order
2

Contact Customer if Out of Stock

Inform them promptly if you can’t fulfill
3

Offer Alternatives

Suggest similar products or refund options
4

Cancel if Necessary

Cancel the order if customer agrees

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Handling Returns

1

Communicate with Customer

Discuss the return reason via conversation system
2

Coordinate Return Logistics

Arrange return shipping
3

Process Refund

Once item is returned, update payment status

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Tips for Efficient Order Management

  1. Check Orders Daily: Review new orders every day
  2. Process Quickly: Update to “Confirmed” within 24 hours
  3. Ship Promptly: Ship within 1-2 business days when possible
  4. Update Proactively: Update status at each stage
  5. Communicate Clearly: Keep customers informed of any issues
  6. Use Bulk Actions: Process similar orders together
  7. Maintain Inventory: Keep stock levels accurate to avoid cancellations

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Troubleshooting

Q: I can’t see all order items
A: You only see items from your shop. Other sellers’ items aren’t visible to you. Q: Customer says they didn’t receive notification
A: Check if email/SMS systems are configured correctly. Contact admin if issues persist. Q: Stock didn’t restore after cancellation
A: Check if the product has variants. Contact admin if stock is still incorrect. Q: Payment status won’t update
A: Ensure you have permission to update payment status. Some platforms restrict this to admins.

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