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Orders

The Orders module is the heartbeat of your business. It is where customer purchases turn into revenue and where you deliver on your brand's promise. Managing orders efficiently—from the moment the "Buy" button is clicked to the final delivery—is crucial for customer satisfaction and cash flow.

This guide will show you how to track, process, and fulfill orders in Soppiya.

Location: Orders

What Is Order Management?​

Order management is the complete lifecycle of a purchase. It involves verifying payments, packing products, handing packages to couriers, and keeping customers informed.

Key components of an Order:

  • Payment Status - Has the customer paid? (e.g., Paid, Pending, COD)
  • Fulfillment Status - Where is the package? (e.g., Unfulfilled, Shipped, Delivered)
  • Order Status - The overall health of the transaction (e.g., Confirmed, Completed, Cancelled)
For Store Owners

Speed wins. The faster you move an order from "Confirmed" to "Shipped," the happier your customers will be. Check your Orders dashboard every morning to keep your fulfillment time low.

Orders Dashboard Overview​

The Orders dashboard serves as your central hub for all sales activity.

What You'll See​

When you navigate to Orders, the main table displays:

  • Order ID - The unique reference number (e.g., #ORD-000000...).
  • Customer - The name of the buyer.
  • Fulfillment - Delivery method (e.g., Shipping).
  • Status - The overall phase of the order (Confirmed, Pending, Completed).
  • Fulfillment Status - The current shipping state (Pending, Partially Fulfilled, Fulfilled).
  • Total - The final financial value of the order.
  • Date - When the order was placed.

What You Can Do​

From this page you can:

  • Search: Type an Order ID or Customer Name in the search bar.
  • Filter: Isolate orders by status (e.g., view only "Pending" orders).
  • View Details: Click any order row to open the full Order Detail View.

Quick Start Guide​

To process a standard order:

  1. Open Order - Click on the specific Order ID in the list.
  2. Verify Payment - Check the Financial Summary to ensure the balance is Paid (or marked as COD).
  3. Fulfill Items - Pack the products and click .
  4. Handover - Once the courier picks it up, update the status to Shipped.
  5. Complete - The system marks the order as complete once delivered.

For detailed workflows, continue reading below.

Finalizing the Cart​

Once all line items, customer details, and fulfillment methods are configured in the Cart section, you must finalize the draft to convert it into an official order.

Steps to Place an Order​

  1. Initiate Placement: Click the Place Order button at the top or bottom of the cart workspace.
  2. Validation Checks: The system will verify mandatory fields. You must resolve the following if they appear:
    • Shipping Address: If missing, a toast notification appears: "Cannot order without a shipping address."
    • Payment Method: If missing, a notification appears: "Order payment method not found."
  3. Confirmation: A modal will appear. Review the customer contact info and the notice: "Once you place this order, the cart will be finalized and converted into an order. This action cannot be undone."
  4. Finalize: Click Yes, order.

Result: The cart is deleted, and the system redirects you to the Order Details page with a unique Order ID (e.g., #ORD-000000361012) marked as Pending.

Order Approval & Migration​

Immediately after placement, the record is migrated from the Cart section to the Orders section.

System Migration​

  1. Navigate to the Orders menu in the left-hand sidebar.
  2. Select the newly generated Order ID (e.g., #ORD-000000321012).
  3. Initial Status: The order arrives with a Pending status.

Approving the Order​

Before logistics actions can begin, the order must be formally approved.

  1. Navigate to Orders in the left sidebar.
  2. Select the Pending order.
  3. Click Approved Order at the top right.
  4. Confirm the modal: "This action will move the order forward for processing.". Click Yes to approve order.

Result: The status updates to Confirmed, and the Fulfillment section becomes active.

Processing an Order​

The core task in this module is moving an order through its lifecycle stages.

The Order Detail View​

Clicking an ID opens the full details. This page is divided into specific sections:

Line Items: Lists exactly what to pack:

  • Product thumbnail and title
  • Variants (Size/Color)
  • Quantity

Financial Summary: Located on the right or bottom, showing the money trail:

  • Subtotal: Price of items.
  • Discounts: Coupons applied (e.g., HOLIDAY2026).
  • Taxes: VAT or duties.
  • Paid vs. Balance: The system calculates Total - Paid = Balance.
info

An order is only considered "Paid" when the Balance reaches zero.

Fulfillment Lifecycle: Delivery Workflow​

Manage the physical journey of a package from the warehouse to the customer.

View All Order Status Definitions

Order Statuses​

Pending:

  • What it is: Order created but payment or confirmation is missing.
  • Action: Wait for payment or contact customer.

Confirmed:

  • What it is: Order is valid, payment is verified (or COD confirmed).
  • Action: Start packing.

Completed:

  • What it is: Product delivered and payment fully collected.
  • Action: No action needed. Archival state.

Cancelled:

  • What it is: Order was voided by you or the customer.
  • Action: Ensure refund is processed if needed.

Fulfillment Statuses​

Unfulfilled:

  • What it is: Items have not been packed yet.

Partially Fulfilled:

  • What it is: Some items in the order were shipped, but others are pending (e.g., backordered items).

Fulfilled:

  • What it is: All items have been shipped.

Fulfillment Workflow​

This is how you update the physical status of the package.

  1. Open the order.
  2. Locate the Fulfillment section or action menu (three dots).
  3. Select the appropriate action:
    • On Hold: Pauses fulfillment (e.g., waiting for stock).
    • Ready to Ship: Confirms items are packed and labeled.
    • Shipped: Confirms the package is with the courier.

Phase 1: Preparation​

  • On Hold: Use this if there is a delay (e.g., stock verification).
  • Ready to Ship: Click this once the package is packed and labeled. This indicates the package is awaiting courier pickup.

Phase 2: Dispatch & Logistics​

  • Shipped: Click when the courier picks up the package.
  • Rescheduled: If the courier fails to pick up, click this to reset the status to On Hold or Ready to Ship.
  • In Transit: Indicates the package is moving through the courier network toward the destination hub.

Phase 3: Last-Mile Delivery​

  • Out For Delivery: Click when the courier begins the final delivery attempt.
  • Delivered: Click once the customer receives the items. This marks the fulfillment as Fulfilled.

Phase 4: Handling Exceptions​

If a delivery fails, the system provides the following options:

  • Delivery Attempted: Used if the customer was unavailable. This unlocks Reschedule or Delivery Failed.
  • Delivery Failed: Use this for permanent failures (e.g., refusal) to terminate the fulfillment.

Local Pickup Workflow​

If the fulfillment method is set to Pickup (rather than shipping or delivery), the buttons in the fulfillment card will change to reflect a local outlet workflow.

Stage 1: Ready for Pickup​

Once the items are transferred to the local outlet and are ready for the customer, click Ready for Pickup.

  • Confirmation: A modal will appear: "Are you sure you want to ready for pickup? This action will move the fulfillment forward for processing."

Stage 2: Verification of Status​

After clicking Picked Up, the fulfillment card status tag will change to Picked Up. In the main Order details at the top of the page, the fulfillment badge will update to Fulfilled, signaling that the logistics cycle for those specific items is complete.

Customer Collection or Expiration​

Once the package is at the pickup point, two final outcomes are possible:

  • A. Picked Up: Click this when the customer successfully collects the items.
    • Action: Confirm the Picked up modal. This moves the fulfillment to its final state.
  • B. Pickup Expired: Use this if the customer fails to collect the order within the designated timeframe.
    • Action: Confirm the Pickup expired modal.
    • Effect: This marks the fulfillment as failed/expired, requiring a restock or a reschedule.

Reference: Action Button Summary​

ButtonResulting StatusDescription
Approved OrderConfirmedValidates the order for processing.
On HoldOn HoldPauses the flow for internal review.
Ready to ShipReady to ShipPackage is packed and ready for the courier.
ShippedShippedPackage has left the warehouse.
In TransitIn TransitPackage is moving between hubs.
Out For DeliveryOut For DeliveryFinal delivery attempt is in progress.
Delivery AttemptedDelivery AttemptedFirst attempt failed; customer unavailable.
RescheduleRescheduleA second delivery attempt is booked.
Delivered / Picked UpFulfilledFinal successful state; transaction complete.
Delivery Failed / ExpiredFailedPermanent failure to complete fulfillment.

Managing Payments​

The Order Payments section tracks the money. You may need to manually intervene for offline payments or partial transactions.

The Order Payments Interface​

This section provides a tabular view of all financial transactions associated with the order:

  • Payment: The method used (e.g., COD, SSLCOMMERZ).
  • Status: Indicates if the specific transaction is Paid, Pending, Refunded or Partially Refunded.
  • Amount: The total value assigned to that transaction line.
  • Balance: The remaining amount to be collected for that specific entry.
  • Action: A menu (three dots) to trigger workflows like Pay, Edit, or Delete.

Viewing History​

Click on a payment method (e.g., COD) to view the Order Payment History. This shows Transaction IDs, dates, and timestamps.

Adding a Payment Entry​

If an order has an outstanding balance (visible in the Order Summary), you must manually record the payment.

  1. Open the Order.
  2. Click .
  3. Enter the amount received.
    • Example: If the remaining balance is 6.73 BDT, enter 6.73.
  4. Click .

Result: A new row appears in the table with a Pending status. The order's overall status will remain Partially Paid until this is cleared.

Handling Overpayment Errors​

The system includes a validation layer to prevent accounting discrepancies.

  • Validation Logic: You cannot create a payment entry that exceeds the total outstanding balance of the order.
  • Error Alert: If you attempt to enter an amount higher than the balance, a toast notification will appear: "amount will generate overpayment."
  • Resolution: Adjust the amount to match or be less than the "Balance" shown in the Order Summary.

Processing a Pending Payment (Marking as Paid)​

Creating a payment entry only records the intent to pay. To finalize the collection (e.g., after receiving cash from a courier):

  1. Access Actions: Click the three dots (...) in the Action column next to the Pending payment.
  2. Select Pay: Choose the Pay option from the dropdown menu.
  3. Enter Transaction Details: A Pay order payment modal will appear.
    • Ref ID: Enter the reference number (e.g., Invoice number or Courier slip ID).
    • Transaction ID: Enter the unique transaction identifier from the payment gateway or manual receipt.
  4. Confirm: Click the Pay button.

Editing or Deleting Payments​

  • Edit: Use this to correct a wrongly entered amount before the payment is marked as "Paid."
  • Delete: Remove a pending payment record if the customer changes their payment method or the transaction is canceled.

Final Reconciliation and Completion​

Once the total "Paid" amount equals the "Total" order value:

  1. Balance Update: The Order summary will display Balance: 0.00.
  2. Order Details Update: The status badges at the top of the page will automatically transition to:
    • Completed: The order lifecycle is finished.
    • Paid: All financial obligations are met.
    • Fulfilled: All items have been successfully delivered.

Payment Status Reference Table​

Status BadgeMeaning
PendingA payment entry has been created but funds have not been verified/received.
PaidThe transaction is successful and the funds are accounted for.
Partially PaidOnly a portion of the total order value has been marked as "Paid."
Partially RefundedA portion of the paid amount has been returned to the customer.
RefundedThe total amount paid has been returned; the order is financially void.

Fulfillment Events & Timeline​

For detailed tracking, Soppiya uses an "Events" system.

Viewing Events​

Click Events inside an order to see a timeline:

  • Ready To Ship (Packaging done)
  • Shipped (Courier has it)
  • Delivered (Customer received it)

Adding Fulfillment Events​

Fulfillment events act as an internal audit trail or communication log for specific packages. Use these to record non-status changes, such as customer requests or specific instructions.

  1. Locate the Link: Within the specific fulfillment card (e.g., #F-00000034), click the Events link at the bottom left.
  2. Input Details: In the Create Fulfillment Event modal, provide the following:
    • Title: A short name for the event (e.g., "Address Change," "Special Handling").
    • Description: Detailed notes regarding the event (e.g., "Customer provided a new address for pickup").
  3. Save: Click Yes.
  4. View logs: These events are archived within the fulfillment record for future reference.
System Constraint: Completed Orders

You cannot add or modify events once an order has reached the "Delivered" or "Completed" status. If you attempt to do so, the system will trigger a toast notification: "order already completed."

note

Timestamps for events are automated based on your system time. Ensure your device time is synced for accurate auditing.

Real World Examples​

Example 1: The Standard Prepaid Order

Goal: Process a fully paid order.

Scenario: Customer paid via Credit Card.

Workflow:

  1. Check: Financial Summary shows Balance: 0.
  2. Pack: Box the items listed in Line Items.
  3. Update: Change status to Ready to Ship.
  4. Handover: Give to courier and change status to Shipped.
  5. Result: Customer gets tracking email; Order marks as Complete upon delivery.

Why this works: Following the status flow triggers automatic emails to the customer, reducing "Where is my order?" support tickets.

Example 2: Cash on Delivery (COD)

Goal: Process an order where payment happens later.

Scenario: Customer selected COD.

Workflow:

  1. Check: Financial Summary shows Balance = Total.
  2. Verify: Call/SMS customer to confirm intent to buy.
  3. Ship: Mark as Shipped.
  4. Collection: Courier delivers and collects cash.
  5. Update: Once you receive funds from courier, click to clear the balance.

Why this works: It keeps your accounting accurate. The order isn't "Paid" until the cash is actually in your hand.

Example 3: Partial Fulfillment

Goal: Ship what you have, send the rest later.

Scenario: Order has 2 items. Item A is in stock, Item B is backordered.

Workflow:

  1. Pack: Box Item A.
  2. Fulfill: Select only Item A in the fulfillment menu.
  3. Update: Mark selected items as Shipped.
  4. Result: Order status becomes Partially Fulfilled.
  5. Later: When Item B arrives, repeat the process for the remaining item.

Managing Customers & Cancellations​

Customer Insights​

Clicking the customer's name (e.g., ABC) opens their profile.

  • Stats: Check "Amount Spent" to see if they are a VIP.
  • Contact Info: Verify email/phone for shipping labels.
  • Notes: Add admin notes (e.g., "Customer prefers calls over SMS").

Canceling an Order​

If a customer changes their mind or fraud is suspected:

  1. Open the Order.
  2. Click the action menu (three dots).
  3. Select .
  4. Confirm the reason.
Irreversible Action

Canceling an order is permanent.

  • Inventory: Items are usually restocked (check your settings).
  • Payments: If paid, you must issue a refund manually if the gateway doesn't support auto-refunds.
  • History: The order remains in the list but marked as Cancelled.

Operational Notes & Cautions​

Fulfillment Summary

At any stage, you can click the Fulfillment summary dropdown to view the cost breakdown (Subtotal, Taxes, Shipping) and verify the balance remaining on the order.

Irreversible Actions
  • Finalizing Carts: Once a cart is converted to an order, the cart record is permanently deleted.
  • Canceling Orders: If you click Cancel Order in the top right, the transaction is terminated. This action cannot be undone.
Automated Events

Every status change (e.g., Shipped, In Transit) is recorded in the Events log within the fulfillment block. This provides a transparent audit trail for both administrators and support staff.

Troubleshooting​

Why is the order status still "Pending"?

Possible causes:

  • The payment gateway hasn't sent a success signal.
  • It is a manual payment order (Bank Transfer) waiting for your confirmation.

Solution: Check the Financial Summary. If you have received the money externally, click Add Payment to mark it as Paid.

I can't see the "Ready to Ship" button

Possible causes:

  • The order might already be fulfilled.
  • The order might be cancelled.

Solution: Check the Fulfillment Status badge. If it says "Fulfilled," you cannot ship it again.

Balance Calculation seems wrong

Possible causes:

  • Multi-currency issues (Market pricing differences).
  • A partial payment was recorded incorrectly.

Solution: Click the Payment History to see every transaction logged. Ensure the total of transactions matches the "Paid" amount.

Customer didn't receive tracking email

Possible causes:

  • You didn't check the "Notify Customer" box when fulfilling.
  • Customer email is incorrect.

Solution: Check the Customer Profile for typos in the email address. You can often resend notifications from the order timeline.

Need More Help?

If an order is stuck or payment data looks incorrect, contact Soppiya support with the Order ID (e.g., #ORD-123) and a screenshot of the Financial Summary.

Best Practices​

Order Management Best Practices

Workflow Efficiency

  • Check Payments First: Never ship a product (unless COD) until the Balance is 0.
  • Use Tags: Tag orders with "Urgent" or "Gift" to alert your packaging team.
  • Sync Inventory: Ensure your inventory is accurate to avoid selling items you don't have (which leads to cancellations).

Customer Service

  • Add Notes: If a customer calls with a request, add it to the Notes section immediately so you don't forget.
  • Verify Addresses: For high-value orders, quickly check if the address looks complete before shipping.

Common Mistakes to Avoid

  • ❌ Ignoring "Partially Fulfilled": Forgetting to ship the second half of an order.
  • ❌ Over-canceling: Canceling orders without checking with the customer first.
  • ❌ Wrong Market Currency: Be careful when processing orders in different currencies (e.g., BDT vs USD); ensure you are looking at the correct market price.

Summary​

The Orders module is your command center for revenue and fulfillment. By maintaining a clean workflow—verifying payments, updating fulfillment statuses promptly, and communicating with customers—you build trust and efficiency.

Key takeaways:

  • Balance is Key: An order is "Paid" only when Balance is 0.
  • Update Statuses: Always move orders to "Shipped" to trigger customer notifications.
  • Events: Use the timeline to track the history of a package.
  • Cancellation: This is permanent; double-check before clicking.

Go to your Orders dashboard now and check for any "Pending" items that need your attention.