Manage Your Orders

Table of contents

Once a customer places an order through your Storefront or Order Form, the order will appear in the Orders menu.

You will also receive a New Order email notification. Besides email, you can check new orders from the notification bell in the admin dashboard.

From the Orders menu, you can view order details, process customer orders, update order and payment status, print receipts, and create shipments for delivery if courier integration is available.

Before processing an order, it is important to understand the difference between order status and payment status.


Know Your Order Status 

Order status helps merchants track the progress of each customer order from the moment it is received until it is completed or cancelled.

In the Orders menu, merchants will see two important status types:

  1. Payment Status -> Shows whether the customer’s payment has been received or not. 
  2. Order Status -> Shows the current progress of the order.


Payment Status #

Paid #
  • This means the payment has been received or confirmed.
  • For online payment, the payment status may be updated automatically once the payment is successful.
  • For manual payment methods such as Manual Bank Transfer, merchants may need to check the payment proof first before updating the payment status to Paid.
Not Paid #
  • This means the payment has not been received or has not been confirmed yet.
  • Merchants are advised to check the payment method used by the customer before processing the order. If the customer selected Manual Bank Transfer, merchants should verify the payment proof before proceeding with the order.

Order Status #

New #
  • This means the order has just been received.
  • At this stage, merchants should review the order details, check the payment status, and confirm whether the order can be processed.
  • If the order is New and the payment status is Paid, merchants can proceed to prepare the order.
  • If the order is New and the payment status is Not Paid, merchants should confirm the payment first before processing.
Confirmed #
  • This means the order has been reviewed and accepted by the merchant.
  • Merchants can use this status when the order is ready to be prepared, packed, or arranged for delivery.
Completed #
  • This means the order has been fully processed.
  • Merchants can use this status after the order has been delivered, picked up, or successfully fulfilled.
Cancelled #
  • This means the order will not be processed.
  • Merchants can use this status if the customer cancels the order, payment is not completed, the item is unavailable, or the order cannot be fulfilled.

Order Notification #

  • When a customer places a new order, the system will automatically send a New Order email notification to the merchant’s registered email address.
  • This email notification helps merchants know when a new order has been received, together with basic order information such as the order number, order amount, and store name.
  • Besides email, merchants can also check new order alerts from the notification bell in the admin dashboard. To manage or process the order, go to the Orders menu.
How to Fulfil an Order  #

After a new order is received, merchants can process the order from the Orders menu.

Processing an order means reviewing the order details, checking the payment status, confirming the order, and preparing the order for delivery, pickup, or shipment.

How to Process an Order #
  1. From the admin dashboard, go to Orders.
  2. Select the order that you want to process. You may click the edit icon beside the order to open the order details.
  3. Review the order details, including customer information, product ordered, quantity, payment method, shipping method, delivery details, and total order amount.
  4. Check the Payment Status.
    If the payment status is Paid, you may proceed to process the order.
    If the payment status is Not Paid, check the payment method used by the customer. For manual payment methods such as Manual Bank Transfer, verify the payment proof before proceeding.
  5. Update the Order Status to Confirmed once the order has been reviewed and accepted.
  6. Prepare the order for packing, self-pickup, delivery, or shipment based on the customer’s selected fulfilment method.
  7. If the order requires courier delivery, click Create shipment from the order details page.
  8. Select the available courier integration, such as Lalamove, EasyParcel, Delyva, or ParcelDaily, depending on the courier service connected to your store.
  9. Check and confirm the sender contact, sender address, receiver information, and delivery details before creating the shipment.

Once the order has been shipped, delivered, picked up, or fully fulfilled, update the Order Status to Completed.