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Order processing

Order processing starts with a check. Before taking action, open the order details and make sure the contents, amount, contacts, payment, and delivery are clear.

Why actions change​

The cabinet shows only actions that fit the current order state.

Action availability can depend on:

  1. order status;
  2. payment status;
  3. delivery status;
  4. order receiving method;
  5. actions that were already performed earlier.

Because of this, you do not need to look for the same action in every order. If an action is unavailable, first check the current statuses and history.

Basic actions​

Depending on the order state, a seller may have these actions available:

  1. Accept order - confirm that you are ready to work with the order.
  2. Reject order - refuse a new order if you cannot fulfill it.
  3. Take into work - move to preparing the order.
  4. Mark as ready - show that the order has been prepared.
  5. Complete order - mark that work on the order is finished.

Before clicking, check that the action matches the real situation.

Additional actions​

Some orders may have actions related to payment and delivery:

  1. Issue invoice;
  2. Confirm payment;
  3. Ready for pickup;
  4. Hand over to delivery;
  5. Delivered;
  6. Cancel order.

If an action is missing, do not treat it as an error immediately. It may not fit the current order.

Confirming dangerous actions​

Some actions may require confirmation. For example, rejecting or canceling an order can affect the buyer and the order history.

If the cabinet asks for a comment, write briefly and clearly why you are performing the action. Do not add unnecessary buyer personal data to the comment.

After performing an action​

After an action, check:

  1. whether the status changed;
  2. whether a record appeared in the history;
  3. whether next available actions remain;
  4. whether you need to contact the buyer.

If the order state changed on another device or after refresh, the cabinet may hide an action that was visible earlier.

What to do if...​

An action disappeared​

Refresh the order details and check the history. The order may already have changed or the action may no longer fit the current state.

You need to reject or cancel an order​

Check the reason and write a clear comment if the cabinet asks for one. If the situation is disputed, do not promise the buyer a money refund or a separate process that is not available in the cabinet.

The next step is unclear​

Look at the current order, payment, and delivery statuses. Then check the available actions block and the order history.