How do I process a new order from start to finish?
The steps to fulfil any new order: review it, confirm it, pack it and print its invoice, ship it, then mark it delivered — and what the customer receives at each step.
Every new order starts at the "Pending" stage. Your job is to move it from one stage to the next until it reaches the customer. This article walks you through it step by step and tells you what the customer receives at each stage.
Before you start
- New orders are in «الطلبات» (Orders), under the "Pending" tab.
- Team members need permission to edit orders to change an order's status.
- On your store's very first order, the order page shows a "Congratulations! This is your first order" card with a short version of these same steps.
Steps
- Open the order: in Orders, click the order number or the eye icon at the end of the row.
- Review it: in "Order Items", check the products, quantities and total. In the "Delivery" card, check the name, phone and address, and read the "Customer note" if there is one. To talk to the customer, there's a WhatsApp button next to their phone number.
- Confirm it: click "Change Status" at the top and choose "Accepted" («مؤكد»). The customer gets an email saying their order is being prepared.
- Prepare it: in the "Actions" card, click "Print invoice" and print a "Packing Slip" to pick the items, plus an "Invoice" or "Receipt" to put in the parcel. Details in the printing article.
- Ship it: when the parcel leaves with the courier, click "Change Status" and choose "Shipped" («قيد الشحن»). The customer gets an email saying the order is on its way.
- After delivery: once the customer has it, click "Change Status" and choose "Completed" («تم التسليم»). The customer gets an email saying the order is complete.
About payment: cash-on-delivery orders are marked "Paid" automatically as soon as you move them to "Shipped" (or "Completed"). If you received the money earlier, you can record it yourself with "Record Payment" — see How do I record that a customer paid?.
Shortcut from the orders list
In the Orders list, each order has a quick button that moves it to the next stage: "Confirm order" for a new order, "Mark as shipped" for a confirmed one and "Mark as completed" for a shipped one. It does exactly what "Change Status" does on the order page, and the customer gets the same email. If you have many orders at the same stage, see How do I update several orders at once?.
What next?
- Every status change is recorded in the "Activity Feed" on the order page, with the date and who made it.
- If the customer cancels or sends the order back, see How do I cancel an order or refund a customer?.
Common problems
- No "Change Status" button: the order is in a final status ("Cancelled" or "Received"), which can't be changed again.
- "Something went wrong. Try again later.": refresh the page and try again. If it keeps happening, contact support through the contact page with the order number.
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