Order Management and Managing Incoming Orders

Orders are organised into three tabs:

• Pending
• Completed
• Cancelled

You can also use the Search orders field to find a specific order.

Each order card shows key information including:

• Order number
• Customer name
• Customer email
• Total amount
• Number of items
• Payment status
• Fulfilment status
• Shipment status
• Date and time created

Select View to open the full order details.

The Pending tab contains orders that still require action.

A pending order may show different combinations of payment, fulfilment and shipment status.

For example:

• Payment: Paid
• Fulfilment: Pending
• Shipment: Pending

This indicates that the merchant has received payment but has not yet completed the fulfilment and shipping process.

The Completed tab contains orders that have completed the fulfilment and delivery process.

A completed order may show:

• Payment: Paid
• Fulfilment: Fulfilled
• Shipment: Delivered

Use this tab to review completed order history.

The Cancelled tab contains orders that have been cancelled.

A cancelled order may show:

• Payment status
• Fulfilment: Cancelled
• Shipment: Cancelled

The payment status can vary depending on what happened before the cancellation.

To open an order:

1. Go to Orders.
2. Find the order you want to review.
3. Select View.
4. The order detail page will open.

The order detail page contains the full information required to manage the order.

At the top of the page, you can see:

• Order number
• Order status
• Fulfilment method
• Date and time placed
• Customer name

You can also see the current:

• Payment status
• Fulfilment status
• Shipment status

These statuses change as the order moves through the fulfilment process.

The Items section shows the products included in the order.

Each item may include:

• Product image
• Product name
• Product variant
• Colour or other option
• Quantity
• Unit price
• Item total

This allows you to check exactly what needs to be prepared for the customer.

The Customer section shows contact information associated with the order.

This may include:

• Name
• Email address
• Phone number

Use this information when you need to contact the customer about the order.

The Fulfilment section shows how the order is being fulfilled.

For delivery orders, this may include:

• Method: Delivery
• Shipping address
• Shipping rate

Always check the delivery information before preparing and shipping the order.

The Financials section shows the order value and any discounts applied.

This may include:

• Items
• Item discounts
• Bundle discount
• Shipping
• Total

Use this section to verify the final amount charged for the order.

The Refund details section shows whether any refund activity has been recorded.

If no refund has been issued, it will show:

No refund recorded

If a refund is processed later, this section can be used to review the refund status.

The Lifecycle panel records important events for the order.

Examples include:

• Order Placed
• Payment Paid
• Fulfilment Started
• Fulfilment Completed

Additional shipment events are added as the order moves through delivery.

This gives you a chronological record of the order's progress.

For a paid delivery order, the workflow shown in Dash to Cart is:

Pending → Processing → Fulfilled → Shipped → In transit → Out for delivery → Delivered → Completed

The actions available on the order page change as the order moves from one stage to the next.

When you begin preparing an order:

1. Open the pending order.
2. Select Mark Processing.
3. A confirmation window will appear.
4. Select Mark Processing again to confirm.

The order's fulfilment status changes from:

Pending → Processing

The Lifecycle will record Fulfilment Started.

Use Processing when you have started preparing the customer's order.

This may include activities such as:

• Checking inventory
• Picking products
• Preparing packaging
• Getting the order ready for fulfilment

You can print an invoice from the order page.

1. Open the order.
2. Select Print Invoice.
3. Your browser's print window will open.
4. Choose your preferred destination.

You may be able to:

• Print the invoice
• Save it as a PDF

The invoice can include:

• Store information
• Order number
• Payment status
• Billing information
• Shipping information
• Product details
• Quantities
• Prices
• Discounts
• Total amount paid

Once an order is being processed, you can also print a packing slip.

1. Open the order.
2. Select Print Packing Slip.
3. The browser print window will open.
4. Print the document or save it as a PDF.

The packing slip can include:

• Shipping address
• Order number
• Order method
• Shipping rate
• Product names
• Variants
• Quantities
• SKUs
• Packing checkboxes

It may also include spaces for:

• Packed by
• Date packed
• Received by

The packing slip can help your fulfilment team prepare the correct items.

When the order has been prepared and is ready for shipping:

1. Select Mark Fulfilled.
2. A confirmation window will appear.
3. Select Mark Fulfilled again.

The fulfilment status changes to:

Fulfilled

The Lifecycle will record Fulfilment Completed.

Once the parcel has been handed over for delivery:

1. Select Mark Shipped.
2. The Mark Shipped window will open.
3. Enter a tracking number if available.
4. Select Mark Shipped.

The tracking number is optional in the workflow shown.

After confirmation, the shipment status changes to:

Shipped

When marking an order as shipped, Dash to Cart provides a Tracking Number field.

Enter the shipping carrier's tracking number if you have one.

This helps keep a record of the shipment reference for the order.

If no tracking number is available, the field can be left blank in the workflow shown.

Once the shipment is moving through the delivery network:

1. Select Mark In transit.
2. Confirm by selecting Mark In transit again.

The shipment status changes from:

Shipped → In transit

When the parcel is on its final delivery journey:

1. Select Mark Out for delivery.
2. Follow the on-screen confirmation.

The shipment status changes to:

Out for delivery

At this point, the order is approaching final delivery.

When the customer has received the order:

1. Select Mark Delivered.
2. The confirmation window will appear.
3. Select Mark Delivered again.

The shipment status changes to:

Delivered

Once the fulfilment and shipment stages are complete, the order moves into the Completed tab.

The order page may also provide a Mark Available for pickup action.

To use it:

1. Select Mark Available for pickup.
2. Confirm the action.

This action should be used when an order is ready for customer collection.

The exact availability of this action depends on the current order state shown by Dash to Cart.

If a delivery problem occurs, you can use Mark Exception.

1. Open the order.
2. Select Mark Exception.
3. Enter Exception Details if needed.
4. Select Mark Exception.

The exception details field is optional in the workflow shown.

Use this to record a problem that affects the shipment.

Examples may include:

• Delivery delay
• Failed delivery attempt
• Courier issue
• Address problem

Only use the details field to describe what has actually happened.

During processing, Dash to Cart may provide a Mark Failed action.

This can be used when the fulfilment process cannot proceed successfully.

The exact state transition available depends on the current order status.

You can cancel an order from the order detail page when the action is available.

1. Open the order.
2. Select Cancel Order.
3. Follow the confirmation steps shown.

After cancellation, the order will appear under the Cancelled tab.

Important: Cancelling an order and refunding a payment are separate actions. If payment has already been collected, review whether a refund is also required.

To issue a refund:

1. Open the order.
2. Select Issue Refund.
3. The Issue Refund window will appear.
4. Select a refund reason.
5. Select Issue Refund to confirm.

The refund reason options shown include:

• Duplicate
• Fraudulent
• Requested by customer
• Other

Choose the reason that best reflects the situation.

The Refund details section will show refund activity associated with the order.

Use this section to check whether a refund has already been recorded before taking further action.

Use the Search orders field at the top-right of the Orders page to locate a specific order.

This is useful when you have many orders and need to find one quickly.

If you have many orders, use the controls at the bottom of the Orders page to move between pages.

You can also change how many orders are shown per page where the option is available.

Payment: Paid

The customer's payment has been successfully recorded for the order.

Payment: Pending

Payment has not been completed or confirmed yet.

Fulfilment: Pending

The order has not yet entered the fulfilment process.

Fulfilment: Processing

The merchant has started preparing the order.

Fulfilment: Fulfilled

The order has been prepared and fulfilment is complete.

Shipment: Pending

The order has not yet been marked as shipped.

Shipment: Shipped

The parcel has been sent.

Shipment: In transit

The parcel is moving through the delivery network.

Shipment: Out for delivery

The parcel is on its final delivery journey.

Shipment: Delivered

The delivery has been completed.

Cancelled

The order has been cancelled.

For a normal paid delivery order:

1. Review the order

Check the products, variants, customer information and delivery address.

2. Mark Processing

Start preparing the order.

3. Print the invoice and packing slip

Use these documents to support fulfilment.

4. Mark Fulfilled

Confirm that the products are packed and ready.

5. Mark Shipped

Add a tracking number where available.

6. Mark In transit

Update the shipment once it is moving through the delivery network.

7. Mark Out for delivery

Update the order when it reaches the final delivery stage.

8. Mark Delivered

Confirm successful delivery.

The order will then be treated as completed.

Actions change as an order progresses

Dash to Cart only shows actions that are valid for the order's current state. For example, Mark Fulfilled becomes available after processing has started, while shipment actions appear after fulfilment.

Check customer and shipping information before fulfilment

Before preparing an order, always review:

• Customer name
• Contact details
• Shipping address
• Order items
• Product variants
• Quantity

Keep order statuses current

Updating order status as the order progresses keeps the Lifecycle accurate and makes it easier to understand what has happened.

Refund and cancellation are different actions

Cancelling an order does not necessarily mean the customer has been refunded.

Use Issue Refund separately where required. Tracking numbers are optional in the current workflow The Mark Shipped window allows you to add a tracking number, but the field is marked as optional in the interface shown.

Use Pending when you want to:

• Review new orders
• Start fulfilment
• Prepare products
• Print invoices
• Print packing slips
• Update shipment progress
• Cancel an active order
• Issue a refund

Use Completed when you want to:

• Review successfully completed orders
• Check final delivery status
• Print order documents
• Review completed order history
• Issue a refund where available

Use Cancelled when you want to:

• Review cancelled orders
• Check payment status
• Review cancellation history