> ## Documentation Index
> Fetch the complete documentation index at: https://afrizon-client.tunzaa.co.tz/llms.txt
> Use this file to discover all available pages before exploring further.

# Tracking Orders and Managing Your Order History

> View past orders, understand order statuses, track deliveries in real time, get notifications, raise support tickets, and learn about refunds and cancellations.

After you place an order, Afrizon keeps you informed every step of the way. You can check on any order at any time, follow your delivery on a map, get push notifications when something changes, and reach out to support if there's a problem. This page covers everything you need to know about managing your orders after checkout.

## Viewing your order history

To see all your past and current orders:

1. Tap **Orders** in the bottom navigation bar.
2. Your **My Orders** list loads with your most recent orders at the top.

Each order card shows:

* Order number (e.g. `ORD-XXXXXX`)
* Order date
* Number of items
* Order status
* Payment status
* Total amount

Tap any order card to open the **Order Details** screen.

### Searching and filtering orders

At the top of the Orders screen you can:

* **Search by order number** — type the full or partial order number.
* **Filter by Order Status** — select Pending, Processing, Completed, or Cancelled.
* **Filter by Payment Status** — select Pending, Paid, Failed, or Refunded.

Tap **Clear Filters** to reset and show all orders.

## Order statuses explained

Your order moves through the following statuses from placement to completion:

| Status         | What it means                                                                                             |
| -------------- | --------------------------------------------------------------------------------------------------------- |
| **Pending**    | Your order has been placed and is waiting for payment confirmation or for the vendor to begin processing. |
| **Processing** | Payment has been received and the vendor is preparing your items.                                         |
| **Confirmed**  | The vendor has confirmed your order and it is being packed or made ready for dispatch.                    |
| **Shipped**    | Your order has been collected by the delivery partner and is on its way to you.                           |
| **Delivered**  | The delivery partner has delivered your order to your address.                                            |
| **Completed**  | The order is fully closed — payment received and delivery confirmed.                                      |
| **Cancelled**  | The order was cancelled before fulfilment. See [Cancellations](#cancellations) below.                     |
| **Refunded**   | A refund has been issued for this order.                                                                  |
| **Failed**     | The order could not be completed, usually due to a payment issue.                                         |

<Info>
  You can also see the **Payment Status** separately on each order. An order can be in **Processing** status while the payment is still **Pending** — for example, if you chose to pay later. Complete your payment from the Order Details screen to move the order forward.
</Info>

## Real-time delivery tracking

Once your order is **Shipped**, you can follow its progress on a map:

1. Open the order from **My Orders**.
2. Scroll to the **Delivery Tracking** section.
3. The map shows your delivery partner's current location and the stages they've completed.

The delivery timeline lists each stage with a timestamp:

* **Assigned** — a delivery partner has been assigned.
* **Picked up** — the partner has collected your order from the vendor.
* **In Transit** — your order is on the way.
* **Delivered** — your order has been delivered.

## Order notifications

Afrizon sends you notifications when your order status changes. To make sure you receive them:

1. Allow push notifications when the app prompts you.
2. Go to **Account → Notification Settings** to turn on **Order Updates** and **Delivery Updates**.

You'll receive notifications for key events including payment confirmation, order processing, dispatch, and delivery.

## Raising a support ticket for an order issue

If you have a problem with an order — a missing item, damaged goods, a delayed delivery, or a payment dispute — you can raise a support ticket directly from the order:

<Steps>
  <Step title="Open the order">
    Tap **Orders** in the navigation bar, then tap the order you have an issue with.
  </Step>

  <Step title="Tap Raise a Support Ticket">
    On the Order Details screen, tap the **Raise a Support Ticket** button (or the message icon).
  </Step>

  <Step title="Fill in the ticket form">
    Enter a **Subject** — a brief description of your issue (e.g. "Item missing from order").

    Enter a **Message** — describe the problem in detail so the support team can help efficiently.
  </Step>

  <Step title="Submit the ticket">
    Tap **Submit Ticket**. You'll receive a confirmation notification once your ticket is created.
  </Step>

  <Step title="Track your ticket">
    Go to **Account → Help & Support** to view all your open tickets and continue the conversation with the support team.
  </Step>
</Steps>

<Tip>
  The more detail you provide in your message — including what happened, when, and what you expected — the faster the support team can resolve your issue.
</Tip>

## Cancellations

Orders can be cancelled before they have been shipped. To request a cancellation, raise a support ticket as early as possible. Include your order number and the reason for cancellation.

Once an order has been picked up by a delivery partner, cancellation may not be possible. The support team will advise you on the next steps.

## Refunds

If your order is cancelled after payment has been made, or if a refund is approved following a support ticket, the amount will be returned to the mobile money account you used to pay.

Refund timelines depend on your mobile money provider, but you'll see the order status updated to **Refunded** in the app once it has been processed.

<Warning>
  Afrizon does not initiate refunds automatically. If you believe you are owed a refund, raise a support ticket from the relevant order and provide the transaction details. Do not share your mobile money PIN with anyone claiming to process your refund.
</Warning>

## Rating your order

After your order is marked as **Completed** or **Delivered**, you can rate your experience:

1. Open the order from **My Orders**.
2. Tap **Rate & Review**.
3. Rate the product, the vendor, and the delivery.
4. Add a written review if you'd like to share more detail.
5. Tap **Submit Rating**.

Your review helps other shoppers and gives vendors useful feedback.