How to manage your orders

All your orders land in one list, from your online store, AI chat on Facebook, Instagram and WhatsApp, WooCommerce, Shopify and the ones you add yourself. Here you confirm them, send them to a courier, and mark them delivered.

Before you start

To create, edit or change orders, your role needs permission to edit orders. Without it you can only view them.
To create an order by hand, you need at least one product. See How to add a product.

See your orders

In the sidebar, click Orders.
Click Orders (1) in the sidebar. The cards (2) show your totals; the list of orders is below.
The cards at the top show Total orders, Delivered, Pending, Cancelled, Total value and Avg. order. Cancelled orders are left out of the totals.
Use the search box to find an order by order number, customer name, phone or IP.
Use the Status and Channel filters to narrow the list.
Click an order (or choose View Details from its menu) to see items, customer, address, payment and fraud check.

Create an order by hand

Use this for orders that come by phone call or in person.

On the Orders page, click Create Order.
In Product, pick the product. If it has sizes or colours, pick the option too.
Set the Quantity.
In Customer, pick an existing customer, or click New customer, fill in the name, and click Save customer.
Under Shipping Address, pick a saved address or fill in a new one.
Optional: add Internal notes (only your team sees them) or a Customer note.
Click Create order.
Pick the Product (1) and the Customer (2). The saved shipping address loads. Then click Create order (3).

Change an order’s status

Open the order’s menu (the three dots) and choose Change Status.
Pick the New Status.
Click Update.
Pick the New Status from the list (1), then click Update.

The usual flow is Pending → Confirmed → Shipped → Delivered. Made a mistake? The same window shows the History and a Revert to … button to go back one step.

What each status means

Status	Meaning
Pending	New order, not checked yet.
Confirmed	You confirmed it with the customer and are preparing it. Assigning a courier also sets this.
Shipped	Handed to the courier.
Delivered	The customer got it. Couriers set this for you when they report delivery.
On Hold	Paused, for example waiting for the customer.
Paid	Money received before delivery.
Cancelled	The order won’t go ahead. Stock goes back.
Failed	Delivery failed or the parcel came back. Stock goes back.
Refunded	You returned the money.

Not every move is allowed. For example, a Delivered order can only become Refunded, and Cancelled and Refunded orders can’t be changed again.

Payment status

Each order also shows whether the money is in. It says Paid once the order is Paid or Delivered, and To collect on delivery before that. See How customers pay.

Other things you can do

Edit Order: change items, quantity, customer or address. Stock is adjusted for you.
Duplicate Order: make a copy, handy for repeat customers.
Export PDF: download the order as a PDF.
Send Invoice: send the invoice to the customer by email, or by SMS for stores in Bangladesh.
Assign to Courier: book a parcel. See Send orders to a courier.
Delete Order: remove the order from the list.

Order settings

Click Settings on the Orders page to open Order Settings. Here you can turn on New order alert, Auto-save as contact (save buyers as contacts for later marketing), and the Repeat orders warning. Customer emails and SMS for order confirmation and status updates are in Settings → Notifications.

Tips

Watch for the orange banner “… may be fake”. Click Review, or use the Suspicious filter. See Block fake orders.
Orders placed by the AI agent have a small marker next to the status.
Click Abandoned at the top to see shoppers who left checkout without ordering. See Recover abandoned checkouts.

Troubleshooting

“Cannot change status from "…" to "…"”

That move isn’t allowed. For example, you can’t reopen a cancelled order. Create a new order instead (or use Duplicate Order).

“No previous status to revert to”

The order has never changed status, so there is nothing to go back to.

“Choose an option (size, colour…) for "…".”

The product has options. Pick the size or colour before creating the order.

“This customer has no email address or phone number on file.”

The invoice can’t be sent. Edit the customer and add an email or phone number first.

“SMS invoices are only available for stores in Bangladesh. Send it by email instead.”

Your store country is outside Bangladesh. Choose email when sending the invoice.