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Orders & delivery

Process an order

Confirm website orders, move orders through each status, and see what happens to stock at each step.

Updated 3 min read7 steps

Every order on your store passes through a few stages, from the moment a customer places it until it is delivered. This article covers confirming orders from your website, moving them through each status, and what happens to stock at each step.

Before you start

  • Website orders need View web orders and Process web orders.
  • Confirmed orders need View orders. Moving an order to another status needs Change order status.
  • Cancelling needs Cancel orders. Staff accounts don't have it by default; Managers do.

How orders flow

There are two lists:

  • Web Orders holds orders placed on your website that you haven't confirmed yet. Use their statuses (Processing, Incomplete, No Response, Advance Payment, On Hold, Cancel) to organise follow-up calls. These statuses don't change stock.
  • Orders holds confirmed orders, plus the orders you create yourself with Add Order.

Steps

7 steps · ~5 min

  1. Step 1

    Go to Operations → Web Orders and open an order.

  2. Step 2

    Check the customer, items and payment. If the customer paid by manual bKash/Nagad, check the payment proof.

  3. Step 3

    Click Confirm the Order. StoreLine creates the order in Orders and deducts the stock. If you don't want the order, click Discard; this cancels it and can't be undone.

  4. Step 4

    Go to Operations → Orders. New orders are in the Pending tab.

  5. Step 5

    Open the order. In the Workflow card, pick the next status under Move to and click Move.

  6. Step 6

    When the parcel leaves, move the order to Shipped. If its delivery method is a connected courier, StoreLine books the courier at this moment. If the booking fails, the order stays where it was.

  7. Step 7

    When the courier delivers, move it to Delivered. For cash-on-delivery orders, the payment is marked as paid.
    Screenshotweb-order-detail-confirm
    Screenshotorder-detail-workflow-move

To process many orders at once, tick them in the list and click Change Workflow. Web orders also have Confirm Orders for confirming several at once.

Screenshotorders-list-bulk-change-workflow

Order statuses

  • Pending: the starting status of a new order.
  • Shipped: the parcel has left. This books the courier.
  • Delivered: the order is complete. This is final.
  • Returned: the items are back in stock. This is final.
  • Cancelled: the items are back in stock. This is final.
  • Preorder: set automatically when an item didn't have enough stock when the order was created.
  • Lost: the parcel was lost. Stock is not returned. This is final.

Your Orders list also has RTS, Partial, Pending Return and Pending Cancel tabs.

An order that is Delivered, Returned, Cancelled or Lost is closed and read-only. A closed order can't be reopened.

Tips and common mistakes

  • Stock is deducted when the order is created or confirmed, not when it ships. Cancelling or returning the order puts the stock back.
  • An order can't move to Shipped without a courier. Assign a delivery method (a courier, or self delivery) first.
  • An unchecked manual payment blocks shipping. Verify or reject the payment before moving the order to Shipped or Delivered.
  • Customers get an email when their order is confirmed, shipped, delivered or cancelled, as long as they gave an email address and that email type is turned on in your store settings.

FAQ

Open the order and use the Notes & Activity card. Every status change is also recorded there automatically.

Open the order and click Print, then pick Receipt, Invoice, Packing Slip or Courier Receipt. To print several, tick them in the list and use Print there.

On Orders, click Add Order. Choose the channel (phone, Facebook, WhatsApp …), the customer, the items and the payment, then click Create order.

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