Order Management
Track, manage, and fulfill orders on your marketplace. Handle the complete order lifecycle from purchase to delivery.
Overview
When a buyer makes a purchase on your marketplace, an order is created. The order management system helps you and your sellers track these orders through their lifecycle.
Order Lifecycle
Order Statuses
Orders move through different statuses as they're fulfilled:
Pending / New
Payment received, waiting for seller to begin processing. Seller should acknowledge within 24-48 hours.
Processing
Seller is preparing the order for shipment or delivery.
Shipped / In Transit
Order has been shipped. Tracking information may be available.
Completed / Delivered
Order successfully delivered to the buyer. Transaction is complete.
Cancelled
Order was cancelled before fulfillment. Refund may be issued.
Refunded
Payment has been refunded to the buyer.
Viewing Orders
Access your order management from the Dashboard. You can:
- Search orders: Find by order ID, customer name, or email
- Filter by status: View only pending, processing, or completed orders
- Filter by date: See orders from specific time periods
- Sort: By date, amount, or status
#ORD-1234
John Doe • 2 hours ago
$85.00
#ORD-1233
Sarah M. • Yesterday
$124.50
#ORD-1232
Mike T. • 3 days ago
$67.00
Order Details
Click on any order to see complete details:
- Order items: Products/services purchased with quantities and prices
- Customer info: Buyer name, email, and shipping address
- Seller info: Which seller(s) are fulfilling the order
- Payment details: Total, commission, and payment status
- Timeline: History of status changes and events
- Messages: Communication between buyer and seller
For Marketplace Owners
As the marketplace owner, you can:
View All Orders
See every order across all sellers in your marketplace.
Track Revenue
Monitor total sales, your commission, and payment statuses.
Mediate Disputes
Step in when buyers and sellers have issues. Review order history and communications.
Process Refunds
Issue full or partial refunds when necessary.
For Sellers
Sellers access their orders through the Seller Dashboard:
- View orders: See only their own orders
- Update status: Mark orders as processing, shipped, or complete
- Add tracking: Enter shipping tracking numbers
- Message buyers: Communicate about order details
- Handle issues: Request cancellations or report problems
Handling Order Issues
Late Shipments
If a seller hasn't shipped within the expected timeframe, reach out to them. Keep the buyer informed about any delays.
Item Not as Described
Review the listing and communication history. Determine if a refund or exchange is appropriate. Consider the buyer and seller's history.
Lost in Transit
Check tracking information. If truly lost, work with the seller to either reship or issue a refund. Insurance may cover the loss.
Chargebacks
If a buyer files a chargeback with their bank, gather evidence (order details, tracking, communications) to dispute if the claim is invalid.
Order Management Best Practices
- Set clear fulfillment expectations in your policies (e.g., ships within 2-3 days)
- Encourage sellers to add tracking numbers for all shipments
- Respond to order issues within 24 hours
- Document all communications in case of disputes
- Create a clear refund policy and apply it consistently
Automation with Webhooks
Use webhooks to automate order-related workflows:
- order.created: Trigger notifications, update inventory systems
- order.completed: Send thank-you emails, request reviews
- order.canceled: Update stock levels, notify accounting
See our Webhooks documentation to set up automated workflows.