Orders

The orders from your connected store: the tabs, search, an order's timeline, messaging the customer, tracking, cancellation requests and returns.

Where orders come from

Orders lists the orders from your connected store as they arrive, newest first. It shows you what is happening. Managing an order, such as cancelling or refunding it, is still done in your store admin.

The Orders menu entry appears once a store is connected in Settings → E-Commerce. Until the first order arrives, the page says your store is connected and that we're watching for orders.

Good to know: This article describes Orders for a business whose type is E-Commerce. Any other business sees a simpler table with four tabs: All orders, In transit, Cancellation requests and Returns & exchanges.

Orders on desktop for an e-commerce shop: the one row of tabs with counts, the search box, and the list with Order, Customer, Status, Total, Placed, Tracking and Actions columns

The tabs

All the tabs sit in one row, each with its count. If they don't all fit, slide the row sideways. The counts cover all your orders, not just the page you're looking at.

All orders: every order.
COD pending: Cash on Delivery orders still open and waiting for the customer to confirm.
COD confirmed: COD orders the customer confirmed.
COD cancelled: COD orders the customer said no to in the confirmation. The order itself isn't cancelled: it's tagged in Shopify for you to act on.
Prepaid: orders paid online.
In transit: orders marked shipped (fulfilled), not delivered yet and not coming back to you (those are under RTO and RTO delivered). Until 12 Oct 2026 this tab was called Shipped.
Out for delivery: orders whose courier says the parcel is out for delivery today.
Delivered: orders marked delivered. Deliveries come from your connected courier; without one, a delivered parcel usually stays under In transit.
RTO: parcels on their way back to you: a return parcel, or a courier update such as returning or refused.
RTO delivered: parcels that are back with you. Until 13 Oct 2026 they were under RTO too.
Cancelled: cancelled orders.
Cancel requests: customers who asked on WhatsApp to cancel, waiting for your team's decision (see below).
Returns: returns and exchanges your team logged that aren't resolved yet (see below).

Searching

Type in Search order number, name or phone. It searches every order in the tab you're on, not just the ones on screen. For a phone number, the digits are enough.

The list

Each order shows two pills. The first says where the order is: Placed, Shipped, Out for delivery, Delivered, RTO, RTO delivered or Cancelled. The second says how it was paid: COD · pending, COD · confirmed, COD · cancelled, COD or Prepaid.

There are 50 orders to a page, with Prev and Next at the bottom.

On a phone, each order takes two lines: the number, where it is and the amount on top, then the name, date and payment below. Tap the row to open the order. The chat icon at the end is Message.

Orders on a phone (390px): the tab row cut at the edge, and three two-line order rows with the chat icon at the end of each

The order panel

Click an order or its number to open it. You'll see the customer's name and phone, the total, both pills and a Message button, then:

Timeline: everything that happened to the order, oldest first. It shows when it was placed, the COD confirmation and the customer's answer, shipping and delivery, each parcel and its courier updates, shipping messages, cancellation requests, returns, and the WhatsApp messages linked to the order.
Tracking: the tracking number with its link, and Add tracking or Add parcel.
Messages sent: the WhatsApp messages linked to this order.

The order panel for a COD order: name, phone, total, the Shipped and COD · confirmed pills, the Message button, and a Timeline with the order placed, the COD confirmation, the customer's answer, fulfilment and two courier updates

Messaging the customer

Press Message on a row or in the order panel. It opens your chat with that customer in the Inbox. Nothing is sent until you send it.

If the 24-hour window is closed, the chat opens with the template picker, because only a template can go. See The 24-hour service window explained.

Good to know: An order with no phone number can't be messaged.

Adding tracking

If your store is on Shopify, add tracking in Shopify: Connect reads it from there automatically, and your customer's Shopify order page stays up to date. Use Add tracking for anything Shopify doesn't have.

Press Add tracking on the order. It says Add parcel once the order has one
Choose the Courier and type the Tracking number (AWB). The tracking link is shown for you
Optionally, add your own link: paste a tracking link for this parcel, and tick This is a replacement (exchange) if it is one
Press Save tracking

Good to know: Saving tracking sends no message to the customer. If the order already had a tracking number, that number stays as the order's own; the new parcel is added alongside it.

Orders in transit for a while

On In transit, a line at the top says how many orders have been in transit for more than your chosen number of days: shipped, and not marked delivered yet. Those rows get an amber pill with their age, e.g. 9 days.

Change the number with Highlight after … days (1 to 60; 7 to start with). It is remembered in this browser only.

Good to know: We never call a parcel late. A courier doesn't always tell us about a delivery, so a parcel shipped long ago may well have arrived. Open its tracking link for the courier's own status.

The In transit tab: the line saying how many have been in transit for more than 7 days, Highlight after 7 days beside it, and rows with amber age pills

Cancellation requests

When Collect cancellation requests from messages is on (Settings → E-Commerce → Customer messages), a customer who writes something like "cancel my order" appears under Cancel requests.

Each request shows the order number, the customer, when they asked, and their message in their own words.
already shipped: check with the courier marks an order that has gone out.
Order not named yet means the customer has more than one recent order and hasn't said which. Approve works once they name one.
Press Approve or Reject. Waiting shows the requests still to decide; All shows every request.

Watch out: Approving does not cancel the order, and neither choice messages the customer. Cancel and refund the order in Shopify admin, then mark it approved here.

The Cancel requests tab: the Waiting and All buttons, and one request with its order number, the customer's quoted message, the already-shipped note, and Approve and Reject

Returns and exchanges

Returns is a log your team keeps. Nothing in it messages the customer or changes the order in Shopify.

Press Log a return or exchange
Fill in the order: enter the Order number, choose Return or Exchange, and add the reason and what the customer wants
For an exchange, choose how the replacement goes out: a new order tagged "exchange", Shopify Returns → Exchange, or a replacement parcel entered by hand
Optionally, add the pickup: choose the pickup courier and enter the pickup AWB
Press Save

Move each entry along with Mark pickup scheduled, Mark picked up and Mark received, then press Resolve and say how it ended: refunded (with the amount), exchanged or rejected.

Good to know: If the order was delivered more than 15 days ago, you'll see a note that it's past the usual return window. You can still log it.

The Returns tab with the Log a return or exchange form open, and below it one exchange at Pickup scheduled with Mark picked up and Resolve

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