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
Order statuses
| Status | What it means |
|---|---|
| Pending | The order has been placed and is awaiting your response. |
| Confirmed | You have accepted the order and it is being prepared. |
| Processing | The order is being packed or prepared for collection by a delivery partner. |
| Shipped | The order has been collected by a delivery partner and is in transit. |
| Delivered | The delivery partner has confirmed delivery to the customer. |
| Completed | The order is fully complete, including any payment settlement. |
| Cancelled | The order was cancelled (by you, the customer, or the platform). |
| Refunded | A full refund has been issued for the order. |
| Partially Refunded | A partial refund has been issued for the order. |
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.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.
Updating order status
As you process an order, keep its status current so customers receive accurate updates.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.
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.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.
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.Tap Raise a Support Ticket
Scroll to the bottom of the order detail screen and tap Raise a Support Ticket.
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.