> ## 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.

# View and Manage Orders in Your Afrizon Store

> Learn how to view incoming orders, accept or reject them, update fulfilment status, filter your order list, and communicate with customers about their orders.

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.

## 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.

## 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.

<Steps>
  <Step title="Open the order">
    Tap the order in your list to open the **Order Details** screen.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Warning>
  Once you accept an order, a delivery partner may be assigned promptly. Make sure you can fulfil the order before accepting it.
</Warning>

## Updating order status

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

<Steps>
  <Step title="Open the order">
    Tap the order in your list to open **Order Details**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Confirm the update">
    Select the new status and tap **Update Status**. The change is applied immediately and the customer is notified.
  </Step>
</Steps>

<Tip>
  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.
</Tip>

## 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

<Info>
  Responding promptly to customer messages has a positive effect on your store's reputation and ratings.
</Info>

## 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.

<Steps>
  <Step title="Open the order">
    Tap the relevant order to open **Order Details**.
  </Step>

  <Step title="Tap Raise a Support Ticket">
    Scroll to the bottom of the order detail screen and tap **Raise a Support Ticket**.
  </Step>

  <Step title="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**.
  </Step>

  <Step title="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.
  </Step>
</Steps>

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.

## 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.