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When a customer places an order that includes your products, it appears in your Orders screen. From there you can review order details, accept or reject incoming orders, update the fulfilment status as you process and ship each order, and communicate directly with customers. This page explains the full order management workflow.

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Viewing your orders

Tap Orders in the vendor navigation bar to see your complete order list. The list shows each order’s date, customer, order total, payment status, and current status at a glance. By default, all orders appear in the list. You can narrow the view using the search and filter options:
  • Search by order number — type an order number into the search bar to jump directly to a specific order
  • Status filter — choose a status from the All Status dropdown to show only orders in that state
  • Payment filter — filter by Paid or Unpaid using the All Payments dropdown
  • Date range — use the From and To date pickers to view orders from a specific period
  • Clear Filters — tap Clear All Filters to remove all active filters and return to the full list
The list header shows you whether you are looking at filtered results or the full order set, along with the total count.

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Order statuses

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Accepting or rejecting an order

When a new order arrives with a Pending status, you need to respond before the platform can route a delivery partner to collect it.
1

Open the order

Tap the order in your list to open the Order Details screen.
2

Review the order

Check the items, quantities, delivery address, and payment status. The order details screen shows the full breakdown including subtotal, delivery fee, and total amount.
3

Accept or reject

Tap Accept to confirm the order and begin preparing it. Tap Reject to decline the order — you can add notes explaining the reason, which will be shared with the customer and administrators.
Once you accept an order, a delivery partner may be assigned promptly. Make sure you can fulfil the order before accepting it.

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Updating order status

As you process an order, keep its status current so customers receive accurate updates.
1

Open the order

Tap the order in your list to open Order Details.
2

Tap Update Status

Tap Update Status to open the status update modal. The modal shows the Current Status and lets you select a New Status from the available options.
3

Confirm the update

Select the new status and tap Update Status. The change is applied immediately and the customer is notified.
Move orders through the status flow in sequence — from Confirmed → Processing → Shipped → Delivered → Completed. Skipping statuses may cause issues with delivery partner coordination and customer notifications.

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Delivery confirmation with OTP

For deliveries that require verified handoff, the delivery partner will ask the customer for a one-time password (OTP) sent to the customer’s phone. This OTP is entered by the delivery partner to confirm that the order has been received by the correct person. You do not need to take any action for OTP verification — the delivery partner handles this step.

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Customer messages

You can communicate with customers directly from the in-app inbox. Tap the Inbox icon in your vendor navigation bar to open Customer Messages. The inbox shows all active conversations with customers who have messaged your store. Use the inbox to:
  • Answer pre-purchase questions about products
  • Provide updates on order preparation or delays
  • Resolve post-delivery issues directly with the customer
Responding promptly to customer messages has a positive effect on your store’s reputation and ratings.

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Raising a support ticket

If you encounter an issue with an order that requires help from the marketplace team, you can raise a support ticket directly from the order detail screen.
1

Open the order

Tap the relevant order to open Order Details.
2

Tap Raise a Support Ticket

Scroll to the bottom of the order detail screen and tap Raise a Support Ticket.
3

Fill in the ticket form

Enter a Subject — a brief description of the issue — and a Message with a detailed explanation. The ticket is automatically associated with the order, your vendor ID, and a default priority of Medium.
4

Submit the ticket

Tap Submit Ticket. You will receive a confirmation that your ticket has been created. The support team will respond via the ticket conversation thread.
You can view all your submitted tickets from the Account → Help & Support screen, where you can also continue any active conversations with the support team.

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Order notifications

The Notifications screen in your vendor view keeps you informed about new orders, status changes, and other platform events. Tap Mark all as read to clear notification badges, or Clear all to dismiss all notifications.