The orders placed by customers for products available on the website are enlisted on this page. The admin can manage shipping, pickup, COD and other such settings from Shipping & Fulfilment. 

1. Order Management System

I. Flow of Paid Shipment Orders (Physical & Digital) - 

Steps followed - 

1. A customer places an order and the system assigns a unique ID to it.
2. The order will be displayed to the admin on the ‘Orders’ management page in the ‘Ship’ tab. 
3. The initial status of the order will be displayed as ‘In Progress/Reviewing’. In this status, the customer can cancel their order completely  (all items) or partially (only some items). All the Cancellation Requests are displayed in the ‘Cancellation’ tab. If admin moderation is enabled, the admin can choose to Approve/Decline the cancellation. If this setting is disabled, the cancellations will be approved directly and the refund process will be initiated (only for Paid orders). 
4. Once the order is packed and ready to be shipped/delivered to the customer, the admin can mark it as ‘Ready for Shipping/Processed’. In this status, the customer can cancel their order completely (all items) or partially (only some items). All the Cancellation Requests are displayed in the ‘Cancellation’ tab. If admin moderation is enabled, the admin can choose to Approve/Decline the cancellation. If this setting is disabled, the cancellations will be approved directly and the refund process will be initiated (only for Paid orders). 
5. When the order is out for delivery, the admin can mark the status of that order as ‘Shipped/Preparing Link’. 
6. When the order is delivered to the customer, its status can be marked by the admin as ‘Delivered/Ready for Download’. 
7. Once the order is delivered, the customer can return order items (partial or complete order). The return requests are displayed in the ‘Return’ tab and their default status is marked as ‘Pending’. The admin can choose to decline it by updating its status as ‘Declined’. If the request is not declined, the customer will pack and return the order to the Return Address provided by the admin. Once the item is received, the admin can update the status as ‘Item Received’. Now, the admin can re-check the item and if the returned item is damaged (not in original condition), the admin can update the return request’s status as ‘Declined’. However, if the item returned is of the same quality as it was delivered, the admin can mark the status of return request as ‘Approved/Refund Initiated’.
8. Orders which do not require any further actions can be marked as Completed.

II. Flow of Paid Pickup Orders - Steps followed - 

1. A customer places a pickup order and the system assigns a unique ID to it.
2. This pickup order will be displayed to the admin on the ‘Orders’ management page in the ‘Pickup’ tab. 
3. The initial status of the order will be displayed as ‘Reviewing’. In this status, the customer can cancel their order completely or (all items) or partially (only some items). All the Cancellation Requests are displayed in the ‘Cancellation’ tab. If admin moderation is enabled, the admin can choose to Approve/Decline the cancellation. If this setting is disabled, the cancellations will be approved directly and the refund process will be initiated (only for Paid orders). 
4. The admin can update the status to ‘Packing’ when it is being packed and prepared to be delivered. In this status, the customer can cancel their order completely (all items) or partially (only some items). All the Cancellation Requests are displayed in the ‘Cancellation’ tab. If admin moderation is enabled, the admin can choose to Approve/Decline the cancellation. If this setting is disabled, the cancellations will be approved directly and the refund process will be initiated (only for Paid orders). 
5. When the order is ready, the admin can update the status to ‘Ready for Pickup’. 
6. When the customer has picked up the order from the store, its status can be updated to ‘Picked Up’. 
7. Once the order is delivered, the customer can return order items (partial or complete order). The return requests are displayed in the ‘Return’ tab and their default status is marked as ‘Pending’. The admin can choose to decline it by updating its status as ‘Declined’. If the request is not declined, the customer will pack and return the order to the store from which it was picked. Once the item is received, the admin can update the status as ‘Item Received’. Now, the admin can re-check the item and if the returned item is damaged (not in original condition), the admin can update the return request’s status as ‘Declined’. However, if the item returned is of the same quality as it was delivered, the admin can mark the status of return request as ‘Approved/Refund Initiated’.
8. Pickup orders which do not require any further actions can be marked as Completed.

2. Add Orders & Export Orders List 

I. Add an Order

The admin can add an order on behalf of a customer. An ‘Add’ button is provided on the top-right corner of the orders management page. Clicking on this button will redirect the admin to the Create Order page as shown in figure 7.2.1. By default, the system will assign a new id to this order. 

Fig. 7.2.1: Create an Order

The steps to be followed when adding a new order are - 

1. Select Customer: If the order being added is for an existing (already registered) customer, the admin can search them by entering their registered email address in the search bar provided in this section as shown below.Fig. 7.2.2: Select Customer
   Once the user’s email is selected, the details like Contact Information, Shipping and Billing addresses will be displayed in the sections provided below this search bar.
   The sections displayed below the search bar are explained below - 
   • Shipping Address: The shipping address added by the customer to which the order will be shipped, is displayed in this section. Click on the ‘Manage’ button provided in the Shipping Address section to make changes. The ‘Address Form’ will open (as shown in figure 7.2.3) which displays all the addresses saved by the customer. The admin can select any one of these previously added addresses or add a new address. The details of an existing address can also be changed by clicking on the ‘Edit’ icon provided besides it. Click on the ‘Save’ button to update changes or ‘Discard’ button to close the form without saving any changes. Fig. 7.2.3: Address Form 
   • Billing Address: The billing address previously added by the customer is displayed in this section. Click on the ‘Manage’ button provided in the Billing Address section to make changes. The ‘Address Form’ will open (as shown in figure 7.2.3) which displays all the addresses saved by the customer. The admin can select any one of these previously added addresses or add a new address. The details of an existing address can also be changed by clicking on the ‘Edit’ icon provided besides it. Click on the ‘Save’ button to update changes or ‘Discard’ button to close the form without saving any changes.
   • Gift Wrap Message: If the admin has enabled gift wrapping related settings, this option is provided when the products are added in this order (please refer to figure 7.2.7). Clicking on the ‘Gift Wrap’ button, provided below each selected product, will display this Gift Wrap Message section. Please enter the message to be displayed over the gift wrapping, in provided input fieldsFig. 7.2.4: Gift Wrap Message
     NB: This section will be displayed only after the admin clicks on the Gift Wrap button (which is also setting based) when selecting the products (step ii). 
   • Add Notes: Add important notes for this order.
   • Add Tags: Add tags to this order. The tags can be helpful later to search orders from the lists.
     If the order is to be added for a new customer, the admin can add that customer directly from this section by clicking on the ‘Add New Customer’ button. A pop-up form will appear which in which the following details need to be filled -
   • Email*: Enter the email address of the new customer. 
   • First Name*: Enter the first name. 
   • Last Name*: Enter the last name. 
   • Address Line 1 & 2*: Enter the complete address details. 
   • City*: Enter the city name. 
   • Phone Number*: Enter the contact number of the customer. 
   • Country*: Select the country from the drop-down list. 
   • State: Select the state from the drop-down list.
   • Postal Code: Enter the postal code.
     Click on ‘Save’ to save the customer details or click on the cross provided on the top-right corner of this pop-up to discard any changes.Fig. 7.2.5: Address Form
     This newly added customer will also be displayed in the Users List from which the admin can update other details.
     All the customer details will be displayed in the sections below the search bar that are Contact Information, Shipping Address and Billing Address. Please note that the address added in the above form will be saved as both, Shipping and Billing address for the new customer. The admin can change the details of any of these addresses by clicking on the ‘Manage’ button provided in the respective sections. Please make sure to save the updated details. 
2. Add Products: Link products to this order. A list of products will be displayed below the search field, based on the keywords entered. The admin can search and add multiple products in the similar manner. Fig. 7.2.6: Add Products
   The products added to this order will be displayed as shown in the figure below. The admin can -
   • Increase/Decrease Quantity: Change the quantity of products. 
   • Include/Exclude Gift Wrap: Add gift wrapping. Clicking on the Gift Wrap button provided under each product will add gift wrapping charges in the total billing summary.
     NB: This button will not be displayed if the Gift Wrapping related settings are disabled from Product Settings. The charges being applied can also be managed from the same page.Fig. 7.2.7: Products Included in the Order
3. Select Fulfilment Method: Choose the fulfilment method. Two buttons, ‘Pickup’ and ‘Ship’, are provided on the top-right corner of the page. ‘Ship’ is chosen as the default fulfilment method. However, admin can change it as per their or customer’s preference. 
4. Select Shipping Rate/Pickup Address: If the fulfillment method chosen is ‘Ship’, this section will display the shipping charges applicable for the product. The admin needs to select a shipping rate (as shown in figure 7.2.8 below) whose charges will be added to the Order Summary. The address to which the order will be shipped is displayed in the Shipping Address section provided at the right.Fig. 7.2.8: Shipping Method
   If the fulfillment method chosen is ‘Pickup’, the pickup addresses will be displayed in this section as shown in figure below. The admin needs to choose a pickup address for the customer. The selected Pickup Address will be displayed in the right section instead of Shipping Address. After selecting the pickup address, the admin needs to mention the date and time of pickup from the input field provided below the list of addresses (as marked in the figure 7.2.9 below).Fig. 7.2.9: Define Pickup Address and Time Slots
5. Order Summary: The sum total of order is displayed in this section as shown in figure 7.2.10 below. All the charges applicable will be displayed besides the respective cost components as shown in the figure.Fig. 7.2.10: Order Summary
   The components displayed are - 
   • Subtotal: The total selling price of products. 
   • Tax: The tax applicable on the products.
   • Discount: The admin can choose to apply a flat discount on the order. Clicking on the Discount button will provide an input field. The amount entered in the input field will be subtracted from the total amount of order.Fig. 7.2.11: Discount
   • Shipping: The shipping charges applied on this order.
   • Gift Wrap Amount: The charges applied for gift wrapping. These charges will be displayed only if this option is availed.
     The total amount to be charged for this order will be displayed at the bottom as Total.
6. Order Status: The admin can select a particular status for this order. For shipping orders the statuses will be displayed as shown in figure 7.2.12 below.Fig. 7.2.12: Order Status for Shippings
   For pickup orders, the statuses will be displayed as shown in figure 7.2.13 below.Fig. 7.2.13: Order Status for Pickups
7. Payment: The admin can choose the mode of payment for this order. There are two buttons provided here -
   • Cash: Select this option if the customer has paid cash for this order.
   • Card: Select this option if the payment is to be made online through a Credit/Debit card. Clicking on this button will display a pop-up as shown in figure 7.2.14 below.Fig. 7.2.14: Enter Card Details
     The admin can either enter the card details manually or share a payment link with the customer to make payment. The payment link can be forwarded via text message on customer’s contact number , email on their email address  or the payment link can be copied to be shared by the admin through any other application. The order will be saved directly when any of these methods is selected.

Click on ‘Save’ to finish creating the order or ‘Discard’ to return back to the orders management page without saving any changes

II. Export List of Orders

Clicking on the ‘Export’ button will open a pop-up box as shown in figure 7.2.15 below. 

Fig. 7.2.15: Export List of Orders

The admin can apply filters from the pop-up to export selective data - 

• Select Export Data Type-
  • Orders: Select this option to export orders based on their fulfillment type & status or payment statuses. 
  • Cancellation: Select this option to export orders with cancellation requests. 
  • Return: Select this option to export orders with return requests. 
  • Completed: Select this option to export all completed orders. 
  • Invoices: Select this option to export invoices. 
• Apply Filters-
  • Fulfillment Type: Select the fulfillment type. The options provided are All, Ship and Pickup. 
  • All/Shipping/Pickup Status: Select to download orders of particular statuses. 
  • Payment Status: Select to download orders of particular payment status. 
• Time Period- 
  • Today: Select this option to download orders placed today. Please note that the orders downloaded will be filtered as per the options selected in previous sections.  
  • Week: Select this option to download orders placed in the past week. Please note that the orders downloaded will be filtered as per the options selected in previous sections.  
  • Month: Select this option to download orders placed in this month. Please note that the orders downloaded will be filtered as per the options selected in previous sections.  
  • Year: Select this option to download orders placed in this year. Please note that the orders downloaded will be filtered as per the options selected in previous sections.  
  • Custom: Select this option to download orders placed within specified time period. The text box provided besides it will be enabled. The admin can define the time period on the calendars. Please note that the orders downloaded will be filtered as per the options selected in previous sections.  

3. Manage Orders 

There are seven different tabs displayed on the Orders management page which are explained ahead. 

The Ship, Pickup, Return and Cancellation tabs have two buttons displayed on the top-right corners of their page to change the view - 

• In the list-view, orders are displayed in descending order of date on which they were received (most recent on the top). The admin can change the status of an order from the drop-down list provided in the ‘Fulfilment/Request Status’ columns.
• In the Kanban-view orders are displayed in separate columns (swimlanes) as per their status. They are arranged in descending order of date on which they were received (most recent on the top). The admin can drag (placing the cursor on Order ID) and drop orders in other swimlanes to change theirstatus.

a. All

All the orders irrespective of their type are displayed in this tab. A search bar is provided on the top of this page which can be used by the admin to search orders by applying following filters -

• Keywords: Enter order id number, product & order tags, customer name or product name to filter out results. 
• Payment Status: Select an option from the drop-down list to filter out orders based on their payment status. 
• Date Range: Specify a date range to filter out orders received in between those dates. 
• Date/Amount List Sorting: By default, the list is sorted as ‘Latest’ which means that the orders received last are displayed on the top of the list. Selecting ‘Amount’ will arrange the list in descending order of their prices. The orders with the highest amount will be listed on the top. 

To clear the search filters, click on the  button provided at the extreme right.

Fig. 7.3.1: All Orders tab

Admin can view details like date on which order was received, its amount, name of the customer who placed it and its payment status. Clicking on an order id will redirect the admin to the respective Order Detail Page. The details page of orders are different depending on the type of fulfillment method chosen (ship or pickup). The order detail pages are explained when describing them ahead within respective tabs. 

b. Ship

All the shipment orders received for physical and digital products are enlisted in this tab. A search bar is provided on the top of this page which can be used by the admin to search orders by applying following filters -

• Keywords: Enter order id number, product & order tags, customer name or product name to filter out results. 
• Payment Status: Select an option from the drop-down list to filter out orders based on their payment status. 
• Fulfilment Status: Select an option from the drop-down list to filter out orders based on their fulfillment status. 
• Date Range: Specify a date range to filter out orders received in between those dates. 
• Date/Amount List Sorting: By default, the list is sorted as ‘Latest’ which means that the orders received last are displayed on the top of the list. Selecting ‘Amount’ will arrange the list in descending order of their prices. The orders with the highest amount will be listed on the top. 

To clear the search filters, click on the  button provided at the extreme right.

Fig. 7.3.2: Ship tab

Admin can view details like date on which order was received, its amount, name of the customer who placed it and its payment status. Clicking on an order id will redirect the admin to the respective Order Detail Page. 

Fig. 7.3.3: Shipping Order Detail Page (Example)

The customer and admin, both can perform several actions on an order. The order details page shows the details of such actions. Figure 7.3.3 shows an example of an order that has undergone following steps - 

• The customer selected items from the front-end to place an order. Proceeding further, the customer chose the fulfillment method as ‘Ship’. 
• In the cart, the customer also applied Gift wrap for items and entered the message to be displayed on gift wrapping. 
• On the cart/checkout page, the customer applied a valid discount coupon. 
• Then the customer selected the shipping address and the shipping charges. 
• During payment, the customer applied available reward points and marked the billing address to be the same as the Shipping address. 
• The customer paid for the order through Stripe and placed the order. An order Id 10338 was generated by the system. 
• The order is now displayed to the admin under the Ship tab with status ‘In Progress’. 
• The admin marked the status of the order as ‘Ready for Shipping’. The ‘Order Invoice’ button will be displayed on the order details page clicking on which the admin can download and view the complete order summary. 
• The customer placed a Cancellation request for two of the items from the order. These requests are displayed in the Cancellation tab. 
• The admin ‘Approved’ one of the cancellation requests and ‘Declined’ the other one. 
• The admin marked the order as ‘Shipped’ along with its shipping and tracking details. During this process, the admin printed the packing slip. 
• The admin then marked the order as ‘Delivered’. 
• The customer then placed a Return request for one of the items. This request is displayed in the Return tab. 
• The admin then Approved the return request. 

Each section of this page is explained below- 

1. Order Id: The unique id number assigned to this order. 
2. Date and Time: The date and time when this order was placed. 
3. Items Included in Order: The details of products ordered.Fig. 7.3.4: Items Included in Order
   This section displays -
   • Selling price of individual quantity
   • Quantity ordered for each product
   • Total charges per product: Selling Price of 1 item * Quantity
   • Gift Wrap: This label will be displayed below products for which customers have requested gift wrapping. Please note that the gift wrapping charges will be applied on each item. For example, the admin sets the gift wrapping charges as $10. The customer adds a product in the cart and selects 2 quantities. The gift charges applied will be $20.
     In another scenario, the admin sets the gift wrapping charges as $10. The customer adds two products in an order (only 1 quantity per product) and applies gift wrapping options for both. The gift charges applied here will also be $20.
4. Payment Method: The method used by the customer to pay for the order is mentioned in this section. Few of the general methods and their labels are mentioned below - 
   • Paid via (payment gateway): The customer used an online payment gateway. 
   • Cash on Delivery (Paid): The customer made the payment via cash either directly to the admin (admin will update the payment from their end) or on delivery (COD). 
   • Pending via (payment gateway): The payment made by a customer for an order is pending/not received due to any reason. If the admin creates an order and opts for sharing a payment link with the customer, the order generated will also mark the payment method as Pending via COD. 
5. Order Summary: This section displays the overall summary of the order including 
   • Subtotal: Total selling price of all items. 
   • Shipping charges: The shipping charges to be applied on the order. 
   • Tax charges: Tax to be applied on the items. 
   • Gift wrap amount: The charges to be applied for gift wrapping. 
   • Discount Coupon: The amount to be deducted after applying the discount coupon. 
   • Reward Points Amount: The amount to be deducted after redeeming available reward points. 
   • Total: Total amount to be paid by the customer for this order. 
6. Contact Information: This section displays the email address and contact number of the customer who has placed this order. 
7. Payment Details: This section displays the transaction number of the payment initiated from the customer’s end through any payment method. 
8. Shipping Address: This section displays the shipping address entered by the customer.
9. Billing Address: This section displays the billing address entered by the customer. 
10. Gift Details: This section displays the message provided by the customer to be displayed on the Gift wrapping. 
11. Notes: In this section, the admin can enter important notes related to the order. These notes will only be displayed to the admin. 
12. Tags: In this section, the admin can enter tags for the order. Tags can be helpful later to search orders from the search bar. 
13. Action Buttons: A few buttons are provided on the top-right corner of the page. The functionalities of these buttons are explained below - 
    • Complete Order: Clicking on this button will mark the order as Complete. All the orders marked as completed will be displayed in the Completed tab.
    • Cancel Order : Clicking on this button will cancel this order. An order can only be cancelled before it is marked as ‘Shipped’. So, this icon will not be displayed for orders that are marked as ‘Shipped’ or ‘Delivered’. 
    • Print : The admin can collect the print copy of the order through this button. 
    • Packing Slip: Clicking on this button will download the packing slip for the respective order. The admin can print the packing slip if required. Please note that this button will not be displayed for orders marked as ‘Delivered’ or ‘Completed’.
    • Order Invoice: Clicking on this button will download the invoice document for this order which will display all the financial details of the order.
    • Share Payment Link: Through this button, the admin can share the payment link to the customer. Clicking on the button will display a pop-up as shown below in figure 7.3.5. The admin can share the payment link on the customer’s contact number, email address or copy the link to share it via any other application.Fig. 7.3.5: Share Payment Link
14. Order Status:From this section, the admin can update the status of an order. For orders to be shipped, the statuses provided are - 
    • In Progress / Reviewing 
    • Ready for Shipping / Processed 
    • Shipped / Preparing Link 
    • Delivered / Ready for Download 
15. Timeline: This section displays the details like date and time on which the order statuses were updated and any comments/messages exchanged in between the admin and the customer who has placed the respective order. The ‘Show Comments Only’ check-box is provided in this section that can be used to filter out the messages exchanged with the customer. 
16. Cancellation Request tab: This tab will be displayed if the customer has placed a cancellation request for either all the items or selected items from the order. The details of what items are included in the cancellation request is displayed along with the current status of the request. The admin can either approve or decline the request from this section.
17. Return Request tab: This tab will be displayed if the customer has placed a return request for either all the items or selected items from the order. The details of what items are included in the return request is displayed along with the current status of the request. The admin can either approve or decline the request from this section. 
18. Total Earnings: Based on the approvals of cancellation and return requests, the total amount earned from this order after refund will be displayed in this section. 

‘Balance (Customer Owes You)’ section will be displayed on the detail page of those shipment orders for which the customer has not paid the due amount.

Fig. 7.3.6: Balance (Customer Owes You)

The admin can update the payment details for the customer by clicking on the ‘Pay Now’ button. 

Fig. 7.3.7: Adding Payment for an Order

A pop-up menu will appear as shown in the figure 7.3.7 above, in which the admin needs to enter the necessary details. To update the payment details, click on the ‘Save’ button. 

Click on the ‘Back’ button provided in the top-right corner of the page, to return back to the Orders listing page.

To manage the list, admin can perform following actions - 

• View Customer Details: Clicking on the user’s name provided in the ‘Customer’ column will redirect the admin to the respective customer’s detail page.
  NB: Only for Listing view and is not displayed in Kanban view. 
• Change Fulfilment Status: The order shipment status can be updated by selecting appropriate status from the drop-down list provided in this column.
  Kanban view provides swimlanes that categorize all the orders based on their status. To change the status of orders in Kanban view, please drag the order (placing cursor on Order ID) and drop it in another swimlane.
• Quick View of Order: Click on this button to have a quick view of the order details. A pop-up will appear which will display important details of the respective order. Please note that the admin cannot perform any actions in this pop-up. Click on the ‘Close’ button or the cross provided on the top-right corner of the pop-up to close it.Fig. 7.3.8: Quick View
• Share: This button will be enabled for orders that have reached the ‘Shipped/Preparing Link’ status but their payment status is still Pending. The admin can share the payment link with customers to request them for payment. This functionality can be used mostly for orders dealing with direct cash on stores or cash on delivery.
• Packing Slip: View/print the packing slip of respective order. The details displayed in Packing Slips can be managed from ‘Shipping Zones & Rates’ settings.  Fig. 7.3.5: Share Payment Link
• Cancel Order: The admin can cancel the order from their end through this button. Clicking on this button will redirect the admin to Order Cancellation page.Fig. 7.3.6: Cancel Order
  NB: This button will be disabled for orders in ‘Shipped/Preparing Link’ and ‘Delivered/Ready for Download’ statuses.
  The admin must select the quantity of items they want to cancel and then select the reason for cancellation from the drop-down list. Once the necessary actions are performed, please click on the ‘Confirm your Cancellation’ button. The orders cancelled by the admin will be displayed in the Completed tab.
• Complete Order: Clicking on this button will directly mark the respective order as ‘Completed’ skipping all other shipping and delivery statuses. Once an order is marked as ‘Completed’, no further actions can be performed on it either by the admin or by the customer (return or cancel). All the orders marked as completed will be displayed in the Completed tab. 

c. Pickup

The orders placed by customers choosing pickup as a fulfilment method are displayed in this tab. The statuses through which the pickup orders will proceed are - 

1. Reviewing 
2. Packing 
3. Ready for Pickup 
4. Picked Up 

The admin can choose to enable/disable pickup fulfillment method from Shipping & Fulfilment > General settings.
A search bar is provided on the top of this page which can be used by the admin to search orders by applying following filters -

• Keywords: Enter order id number, product & order tags, customer name or product name to filter out results. 
• Payment Status: Select an option from the drop-down list to filter out pickup orders based on their payment status.  
• Fulfilment Status: Select an option from the drop-down list to filter out pickup orders based on their fulfillment status. 
• Date Range: Specify a date range to filter out pickup orders received in between those dates. 
• Date/Amount List Sorting: By default, the list is sorted as ‘Latest’ which means that the pickup orders received last are displayed on the top of the list. Selecting ‘Amount’ will arrange the list in descending order of their prices. The orders with the highest amount will be listed on the top. 

To clear the search filters, click on the  button provided at the extreme right.

Admin can view details like date on which order was received, its amount, name of the customer who placed it and its payment status. Clicking on an order id will redirect the admin to the respective pickup order detail page.

Fig. 7.3.3: Pickup Order Detail Page (Example)

To manage the list, admin can perform following actions - 

• View Customer Details: Clicking on the user’s name provided in the ‘Customer’ column will redirect the admin to the respective customer’s detail page.
  NB: Only for Listing view and is not displayed in Kanban view. 
• Change Fulfilment Status: The pickup order status can be updated by selecting appropriate status from the drop-down list provided in this column.
  Kanban view provides swimlanes that categorize all the orders based on their status. To change the status of pickup orders in Kanban view, please drag the order (placing cursor on Order ID) and drop it in another swimlane. 
• Quick View of Order: Click on this button to have a quick view of the pickup order details. A pop-up will appear which will display important details of the respective pickup order. Please note that the admin cannot perform any actions in this pop-up. Click on the ‘Close’ button or the cross provided on the top-right corner of the pop-up to close it. Fig. 7.3.4: Quick View
• Share: This button will be enabled for orders that have reached the ‘Ready for Pickup’ status but their payment status is still Pending. The admin can share the payment link with customers to request them for payment.
• Packing Slip: View/Print the packing slip of respective pickup order.Fig. 7.3.5: Packing Slip of Pickup Order
• Cancel Order: The admin can cancel the order from their end through this button. Clicking on this button will redirect the admin to Order Cancellation page.Fig. 7.3.6: Cancel Pickup Order
  NB: This button will be disabled for pickup orders in ‘Ready for Pickup’ and ‘Picked Up’ statuses.
  The admin must select the quantity of items they want to cancel and then select the reason for cancellation from the drop-down list. Once the necessary actions are performed, please click on the ‘Confirm your Cancellation’ button. The orders cancelled by the admin will be displayed in the Completed tab.
• Complete Order: Clicking on this button will directly mark the respective pickup order as ‘Completed’ skipping all other shipping and delivery statuses. Once an order is marked as ‘Completed’, no further actions can be performed on it either by the admin or by the customer (return or cancel). All the orders marked as completed are displayed in the Completed tab. 

d. Unpaid

This tab displays the shipment orders whose payments are still pending from the customer’s end. 

Fig. 7.3.7: Unpaid Orders

A search bar is provided on the top of this page which can be used by the admin to search orders by applying following filters -

• Keywords: Enter order id number, product & order tags, customer name or product name to filter out results. 
• Fulfilment Status: Select an option from the drop-down list to filter out unpaid orders based on their fulfillment status. 
• Date Range: Specify a date range to filter out unpaid orders received in between those dates. 
• Date/Amount List Sorting: By default, the list is sorted as ‘Latest’ which means that the unpaid orders received last are displayed on the top of the list.
  Selecting ‘Amount’ will arrange the list in descending order of their prices. 

The orders with the highest amount will be listed on the top. To clear the search filters, click on the  button provided at the extreme right.

e. Return 

The orders for which customers have placed return requests will be displayed in this tab.

Fig. 7.3.8: Return Orders

A search bar is provided on the top of this page which can be used by the admin to search orders with return requests by applying following filters -

• Keywords: Enter order id number, product & order tags, customer name or product name to filter out results. 
• Payment Status: Select an option from the drop-down list to filter out order return requests based on their payment status.
• Fulfilment Status: Select an option from the drop-down list to filter out order return requests based on their fulfillment status. 
• Date Range: Specify a date range to filter out return requests received in between those dates. 
• Date/Amount List Sorting: By default, the list is sorted as ‘Latest’ which means that the return requests received last are displayed on the top of the list. Selecting ‘Amount’ will arrange the list in descending order of their prices. The orders with the highest amount will be listed on the top. 

To clear the search filters, click on the  button provided at the extreme right.The admin can perform following actions on these requests -

• View Order Details:Clicking on a return request id number will redirect the admin to the respective order’s detail page. This page displays all the details of the order for which return request has been generated by the customer. The admin can - 
  • Change Status: Select a status for the order. Please review the Flow of Paid Shipment Orders and Flow of Paid Pickup Orders flowcharts to understand how the return requests can be handled. 
  • Leave a Comment: Send a message to connect with the customer who has placed the return request. 
  • Print: Take a printout of the order details.
    Click on ‘Back’ to return back to the orders list. 
• View Customer Details: Clicking on the user’s name provided in the ‘Customer’ column will redirect the admin to the respective customer’s detail page.
  NB: Only for Listing view and is not displayed in Kanban view. 
• Change Request Status: The return request status can be updated by selecting appropriate status from the drop-down list provided in this column.
  Kanban view provides swimlanes that categorize all the orders based on their status. To change the status of return request orders in Kanban view, please drag the order (placing cursor on Order ID) and drop it in another swimlane.
  The requests can proceed further with following statuses - 
  • Pending: By default, the status of return requests will be displayed as Pending to both, admin and customer. 
  • Item Received: The admin can update this status once the item has been received to the return address. 
  • Approved: Marking the status as Approved will initiate the refund process for the returned products. No further actions can be performed once a return request is marked as Approved. 
  • Declined: The return request will be marked as Declined and no further actions can be performed on it.
• Quick View of Order: Click on this button to have a quick view of the order details. A pop-up will appear which will display important details of the respective order. Please note that the admin cannot perform any actions in this pop-up. Click on the ‘Close’ button or the cross provided on the top-right corner of the pop-up to close it.Fig. 7.3.9: Quick View of Orders 

The admin can manage if shipping charges are to be returned along with the order return amount or not, from Shipping & Fulfilment > General settings. However, please note that the shipping charges will only be returned when the complete order amount is to be refunded. In case of partial refund, the shipping charges will not be included in the refund amount irrespective of any settings. 

f. Cancellation  

All the cancellation requests placed by customers for previously placed orders (shipping and pickup orders) will be displayed in this tab.

Fig. 7.3.10: Cancellation Orders

A search bar is provided on the top of this page which can be used by the admin to search orders with cancellation requests by applying following filters -

• Keywords: Enter order id number, product & order tags, customer name or product name to filter out results. 
• Payment Status: Select an option from the drop-down list to filter out order cancellation requests based on their payment status. 
• Fulfilment Status: Select an option from the drop-down list to filter out order cancellation requests based on their fulfillment status. 
• Date Range: Specify a date range to filter out cancellation requests received in between those dates. 
• Date/Amount List Sorting: By default, the list is sorted as ‘Latest’ which means that the cancellation requests received last are displayed on the top of the list. Selecting ‘Amount’ will arrange the list in descending order of their prices. The orders with the highest amount will be listed on the top. 

To clear the search filters, click on the  button provided at the extreme right.

The admin can perform following actions on these requests - 

• View Order Details: Clicking on a cancellation request id number will redirect the admin to the respective order’s detail page. This page displays all the details of the order for which cancellation request has been generated by the customer. The admin can -
  • Change Status: Select a status for the order. Please review the Flow of Paid Shipment Orders and Flow of Paid Pickup Orders flowcharts to understand how the cancellation requests can be handled. 
  • Leave a Comment: Send a message to connect with the customer who has placed the cancellation request. 
  • Print: Take a printout of the order details.
    Click on ‘Back’ to return back to the orders list.Fig. 7.3.11: Cancellation Order Detail Page
• View Customer Details: Clicking on the user’s name provided in the ‘Customer’ column will redirect the admin to the respective customer’s detail page.
  NB: Only for Listing view and is not displayed in Kanban view. 
• Change Request Status: The cancellation request status can be updated by selecting appropriate status from the drop-down list provided in this column.
  Kanban view provides swimlanes that categorize all the orders based on their status. To change the status of cancellation orders in Kanban view, please drag the order (placing cursor on Order ID) and drop it in another swimlane.
  The requests can proceed further with following statuses -
  • Pending: By default, the status of cancellation requests will be displayed as Pending to both, admin and customer. 
  • Approved: The cancellation request will be marked as Approved and no further actions can be performed on it. Once the request is approved, the refund process will be initiated. 
  • Declined: The cancellation request will be marked as Declined and no further actions can be performed on it.
• Quick View of Order: Click on this button to have a quick view of the order details. A pop-up will appear which will display important details of the respective order. Please note that the admin cannot perform any actions in this pop-up. Click on the ‘Close’ button or the cross provided on the top-right corner of the pop-up to close it.Fig. 7.3.12: Quick View
  The admin can manage if the cancellation requests are to be approved directly or not, from Shipping & Fulfilment > General settings.
  Please note that the shipping charges will only be returned in cases where the complete order amount is being refunded. In case of partial refund, the shipping charges will not be returned to the customer irrespective of any settings. 

g. Completed

All the orders marked as completed will be displayed in this tab.

Fig. 7.3.13: Completed Orders

A search bar is provided on the top of this page which can be used by the admin to search orders by applying following filters -

• Keywords: Enter order id number, product & order tags, customer name or product name to filter out results. 
• Payment Status: Select an option from the drop-down list to filter out orders based on their payment status. 
• Fulfilment Status: Select an option from the drop-down list to filter out orders based on their fulfillment status. 
• Date Range: Specify a date range to filter out orders received in between those dates. 
• Date/Amount List Sorting: By default, the list is sorted as ‘Latest’ which means that the orders received last are displayed on the top of the list. Selecting ‘Amount’ will arrange the list in descending order of their prices. The orders with the highest amount will be listed on the top. 

To clear the search filters, click on the  button provided at the extreme right.

The admin cannot perform any further actions on these orders. Click on the Order id to go to respective order detail page or click on   to have a quick view of the order details.