Working on an order

Sidebar → Orders → All Orders, then click the order number.

Almost everything on this page can still be changed after the customer placed the order — products, address, delivery charge, discount. That is deliberate: real orders change on the phone.

Moving an order forward

The Order Status dropdown is in the right-hand sidebar on a computer, and in a card at the top on a phone.

Pick the new status and a confirmation box opens. It may ask for:

• A reason — a dropdown, if you configured reasons for that status in Order Flow. Some statuses can be set to require one.
• A note — free text, always available when there is no reason list, or when you pick Others.

Whatever you write lands in the order’s log, attributed to you and stamped with the time. Write something whenever you cancel or return an order. It costs five seconds now and answers the “why was this cancelled?” question forever.

Changing what was ordered

The Products card lists what was bought.

• Add products puts more items on the order.
• The remove button takes an item off.

The order total recalculates each time.

Do not use item removal as a cancellation. If the whole order is off, set the order status to Cancelled. Removing every line leaves an empty order that still counts as active in your reports.

Money

The Payment card shows the subtotal, delivery charge, discount and grand total, plus how it was paid.

Three things are editable here:

• Payment status — mark a Cash on Delivery order paid once the courier settles up
• Delivery charge — for when you agreed something different on the phone
• Discount — same

Editing either amount updates the grand total straight away.

Shipping address

The Edit control on the shipping card opens name, phone and address. Fix typos here before sending the order to a courier — once the courier has it, your change does not reach them.

Sending to a courier

In the sidebar:

1. Change courier picks which delivery company handles it.
2. Send to courier hands the order over and returns a tracking reference.

Send it once. Pressing it twice can create two pickups for one parcel.

Plan note: couriers are a paid feature on some plans, and each courier needs its credentials configured first — see Couriers.

Risk score

The fraud card scores the customer’s phone number against past delivery behaviour: how many orders they have placed, and how many they refused.

Treat it as a prompt to phone the customer before dispatching an expensive Cash on Delivery order — not as a verdict. Read the full breakdown before acting on it.

Plan note: the fraud checker is a paid feature.

Notes and logs

Two different things sit at the bottom, and the difference matters:

• Notes — an internal thread you and your staff write. Customers never see it.
• Logs — written automatically. Every status change, payment update and edit, with who did it and when. You cannot edit this.

When something has gone wrong with an order, the log is where you find out what actually happened.

Printing

Print Invoice, Print Packing Slip and Print Delivery Slip are at the top of the page. Your shop name, logo and address come from shop settings.

Common problems

“The status will not change.” Order Flow can restrict which statuses follow which. If your shop enforces transitions, you may need to move through an intermediate status first.

“I sent it to the courier and the address was wrong.” Fix the address here, then contact the courier directly. Editing the order afterwards does not update what you already sent them.

“The total looks wrong after I edited it.” Check the delivery charge and discount separately — both are editable and both change the grand total.