Order Fulfillment
Official guide · English · Version 9c253d0cf11816df
This guide covers the full order detail page and all the tools available for fulfilling orders, managing shipments, tracking deliveries, and handling the order lifecycle.
The Order Detail Page
To access the detail page for any order, click on the order row in the orders list, or click the View (eye icon) button in the Actions column. The order detail page provides a comprehensive view of everything related to that order.
At the top of the page, you will see:
- A Back to Orders link to return to the orders list.
- The order number as the page title (e.g., "Order #ORD-00042").
- The order date, customer name, and order source displayed below the title.
- Three status badges showing the current Order Status, Payment Status, and Shipping Status.
- A Create Invoice button that generates an accounting invoice from the order and navigates you to the Sales Invoices page.
Changing Order Status
Below the order header, you will find the Actions bar. This bar shows the available status transitions for the current order. The available actions change depending on the order's current status.
Status Transition Map
| Current Status | Available Actions |
|---|---|
| Pending | Confirm Order, Cancel Order |
| Confirmed | Start Processing, Cancel Order |
| Processing | Mark as Shipped, Cancel Order |
| Shipped | Mark as Delivered |
| Delivered | (No further actions) |
| Cancelled | (No further actions) |
Review the Order
Before changing the order status, review the order items, customer information, and payment status on the detail page.
Click the Appropriate Action Button
Click the action button that corresponds to the next step in the order's lifecycle. For example, click Confirm Order to move a pending order to the Confirmed status.
Wait for Confirmation
The button will show a loading spinner while the status is being updated. Once complete, the page will refresh with the updated status, and the action bar will display the new set of available actions.
Info: Cancelling an order is a significant action. Once an order is cancelled, no further status transitions are available. Make sure the order genuinely needs to be cancelled before proceeding.
Order Items
The Order Items section displays a table of all products included in the order. Each item row shows:
| Column | Description |
|---|---|
| Product | The product name, with a thumbnail image if available. |
| Qty | The quantity ordered. |
| Unit Price | The price per unit of the product. |
| Total | The total price for that line item (unit price multiplied by quantity). |
Shipping Management
The Shipping Management section is where you handle all shipping and delivery operations for the order. This section adapts its interface depending on whether shipments have already been created for the order.
Current Shipping Status
At the top of the Shipping Management section, a status bar displays:
- Current Status -- The current shipping status badge.
- Tracking Code -- The tracking code, if one has been assigned.
- Carrier -- The name of the shipping carrier.
- Track -- A clickable link that opens the carrier's tracking page in a new browser tab (only appears when a tracking URL is available).
When No Shipments Exist
If the order has no shipments yet, the Shipping Management section presents two fulfillment options: Smart Fulfillment and Manual Shipment.
Smart Fulfillment
Smart Fulfillment integrates with your configured shipping carriers to automatically fetch rates and fulfill orders with minimal effort.
Get Shipping Rates
Click the Get Shipping Rates button to fetch real-time shipping rates from all your configured carriers. The system will query each active carrier and return available shipping options.
Compare Rates
A comparison table appears showing all available shipping options sorted by price. Each row displays:
| Column | Description |
|---|---|
| Carrier | The carrier name. The cheapest option is highlighted with a green "Cheapest" badge. |
| Service | The service type or name (e.g., "Express", "Standard", "Ground"). |
| Price | The shipping cost for this option, displayed in the order's currency. |
| Delivery | The estimated delivery time in days (e.g., "1 day", "3 days"). Shows a dash if no estimate is available. |
Select a Rate
Click the Select button next to the shipping option you want to use. The cheapest option uses a primary button style to stand out visually. Once selected, the system will create the shipment with that carrier and service, and the order will be automatically updated.
Or Use Auto Fulfill
Alternatively, if you do not need to compare rates, click the Auto Fulfill (Cheapest) button. This skips the rate comparison step entirely and automatically fulfills the order using the cheapest available shipping option from your configured carriers.
Info: Smart Fulfillment requires that you have at least one active shipping carrier configured in the Shipping section of your dashboard. If no carriers are configured, the "Get Shipping Rates" button will return a message saying no rates are available.
Manual Shipment
If you prefer to enter shipping details manually (for example, if you are using a carrier not integrated with the platform, or if you already have a tracking number), you can expand the manual shipment form.
Expand the Manual Form
Click the Manual Shipment (enter tracking code manually) toggle to expand the form.
Select a Carrier
Choose a shipping carrier from the Carrier dropdown. The dropdown lists all carriers configured for your store, showing the carrier name and its region (e.g., "DHL (International)", "FedEx (North America)").
Enter the Tracking Code
Type the tracking code you received from the carrier into the Tracking Code field.
Set an Estimated Delivery Date (Optional)
Use the Estimated Delivery date picker to set the expected delivery date. This is optional but helps customers know when to expect their package.
Review the Tracking URL Preview
When you select a carrier and enter a tracking code, a Tracking URL Preview appears below the form fields. This shows you the exact tracking URL that will be generated for the customer using the carrier's tracking URL template. You can click the preview link to verify it works correctly.
Create the Shipment
Click the Create Shipment button to save the shipment. The button is disabled until you have selected a carrier and entered a tracking code. Once created, the shipping status is updated, and the shipment appears in the shipments list on the page.
When Shipments Exist
Once one or more shipments have been created for an order, the Shipping Management section displays a list of all shipments with full details.
Shipment Details
Each shipment card shows:
- Carrier name and service type.
- Tracking code displayed in a monospaced font for easy copying.
- Shipping cost if available.
- Current status badge showing the shipment's delivery progress.
- Status update dropdown for transitioning the shipment to its next status.
- Download Label button (if a shipping label URL is available).
- Track Shipment link (if a tracking URL is available) that opens the carrier's tracking page in a new tab.
- Timestamps showing when the shipment was created, shipped, delivered, and the estimated delivery date.
Shipment Status Transitions
Each shipment has its own lifecycle separate from the main order status. You can update a shipment's status using the dropdown that appears next to the status badge.
| Current Shipment Status | Available Transitions |
|---|---|
| Label Created | Picked Up, Exception |
| Picked Up | In Transit, Exception |
| In Transit | Out for Delivery, Delivered, Exception |
| Out for Delivery | Delivered, Exception |
| Exception | In Transit, Returned |
| Delivered | (No further transitions) |
| Returned | (No further transitions) |
The shipment status labels are:
| Status | Description |
|---|---|
| Label Created | A shipping label has been generated but the package has not been picked up yet. |
| Picked Up | The carrier has picked up the package. |
| In Transit | The package is in transit between facilities. |
| Out for Delivery | The package is out for delivery to the customer's address. |
| Delivered | The package has been delivered to the customer. |
| Exception | There is an issue with the delivery (e.g., failed delivery attempt, address problem). |
| Returned | The package has been returned to the sender. |
Shipment Status History
Each shipment maintains a timeline of all status changes. This history is displayed below the shipment details as a vertical timeline showing:
- The status at each point in time.
- The date and time of the status change.
- The location where the status change occurred (if available, e.g., "Distribution Center, Los Angeles").
- A description with additional details (if available).
Customer Information
The Customer card on the right side of the order detail page shows:
| Field | Description |
|---|---|
| Name | The customer's full name. |
The customer's email address, displayed as a clickable mailto: link. |
|
| Phone | The customer's phone number. |
| Delivery Address | The full delivery address, if provided. Displayed with a map pin icon. |
| Notes | Any notes or special instructions the customer included with the order, displayed in italic text. |
Order Summary
The Order Summary card provides a complete financial breakdown of the order:
| Line Item | Description |
|---|---|
| Subtotal | The sum of all item prices before discounts, tax, and shipping. |
| Discount | Any discount applied to the order (displayed in red with a minus sign). Only shown if greater than zero. |
| Tax | Tax amount applied to the order. Only shown if greater than zero. |
| Shipping | The shipping cost. Displays "Free" if the shipping cost is zero. |
| Total | The final total amount the customer was charged, displayed in bold with a separator line above it. |
Below the price breakdown, additional payment details are shown:
| Field | Description |
|---|---|
| Payment Method | The payment gateway used (e.g., Stripe, PayPal, Cash on Delivery). |
| Payment Status | The current payment status badge. |
| Reference | The payment reference or transaction ID from the payment gateway, displayed in monospaced font. Only shown if available. |
| Paid At | The date and time the payment was received. Only shown if the order has been paid. |
| Gateway Fee | The fee charged by the payment gateway, displayed in red with a minus sign. Only shown if greater than zero. |
| Net Received | The actual amount received after deducting the gateway fee, displayed in green. Only shown if greater than zero. |
Creating an Invoice from an Order
You can generate an accounting invoice directly from any order.
Open the Order Detail Page
Navigate to the order you want to create an invoice for.
Click Create Invoice
Click the Create Invoice button in the order header area (next to the status badges). The button displays a document icon.
Wait for Processing
The button will show a loading spinner while the invoice is being created.
Review the Invoice
After the invoice is created, you will be automatically redirected to the Sales Invoices page in the Accounting section where you can review and manage the new invoice.
Info: The Create Invoice feature generates a sales invoice pre-populated with the order's items, customer information, and financial details. This helps you keep your accounting records synchronized with your order data.
Notifications Log
If notifications have been sent for an order (such as order confirmation emails, shipping update SMS messages, or delivery notifications), a Notifications Log section appears below the Shipping Management section.
Each notification entry shows:
| Field | Description |
|---|---|
| Type | The notification type (e.g., "order confirmation", "order shipped", "order delivered"). |
| Channel | The channel used to send the notification (email, SMS, or WhatsApp) and the recipient address. |
| Subject | The email subject line (for email notifications). |
| Status | A badge indicating whether the notification was sent, delivered, failed, or is still pending. |
| Timestamp | When the notification was sent or attempted. |
| Failure Reason | If a notification failed, the reason is displayed in red text. |
The notification status is indicated by icons:
- A green checkmark for sent or delivered notifications.
- A red X for failed notifications.
- A yellow clock for pending notifications.
Best Practices
- Confirm orders promptly: Customers appreciate quick confirmation. Move orders from Pending to Confirmed as soon as you have verified the order details.
- Use Smart Fulfillment when possible: The rate comparison feature helps you choose the most cost-effective shipping option automatically.
- Always add tracking codes: Providing tracking information improves customer trust and reduces "where is my order?" inquiries.
- Monitor shipment exceptions: Regularly check for shipments with an "Exception" status and take corrective action (contact the carrier, notify the customer, or reroute the package).
- Create invoices for accounting: Use the Create Invoice feature to keep your accounting records in sync without manual data entry.
- Review the notifications log: Check whether order confirmation and shipping notification emails were successfully delivered, especially for high-value orders.