Order Management

The Order Management module is your hub for processing all incoming online deliveries and pickups. Use it to accept new orders, pick and pack items, handle out-of-stock replacements, and update the live status to keep your customers informed every step of the way. This guide covers the entire lifecycle of an order.

1. Where do Orders come from? (3 Sources)

Your supermarket can receive orders from three different places. Regardless of where they come from, they all update your central inventory.

1. Online Orders: Customers place these directly through your customer website or mobile app.
2. Admin Dashboard Orders: If a customer calls you or sends a WhatsApp message with their grocery list, your staff can manually create an order for them directly inside the Admin Dashboard.
3. POS (Point of Sale): Customers walking into your physical store check out at the cash counter. These orders are instantly completed and marked as "Delivered" and "Paid" on the spot.

[!NOTE] Online Orders and Admin Dashboard Orders are handled in the exact same way. Both will appear in your Orders list and follow the standard fulfillment workflow (Pending -> Processing -> Out for Delivery -> Delivered).

2. Processing a New Order (Online & Admin)

Step-by-Step:

1. You will receive a notification (Dashboard alert, Push, or Email) that a new order arrived.
2. Go to Orders from the sidebar. The new order will be at the top with a PENDING status.
3. Click on the Order ID to view the details (Customer name, address, items ordered).
4. Verify you have the items in stock.
5. Click Accept Order. The status automatically changes to PROCESSING. The customer is notified that their order is being packed.

3. Assigning a Delivery Agent

If you handle your own deliveries, you must assign the order to a staff member. Step-by-Step:

1. While the order is in the PROCESSING stage, scroll to the Delivery Assignment section.
2. Select a staff member (who has the 'DELIVERY' role) from the dropdown list.
3. Click Assign.
4. The delivery agent will now see this order in their app.
5. Once the package is handed to the agent, click Mark Out For Delivery. The status changes to OUT_FOR_DELIVERY, and the customer gets an alert (and a Delivery OTP, if enabled).

4. Completing the Delivery (OTP Verification)

To ensure the package reaches the correct person, the system uses an OTP (One-Time Password). Step-by-Step (For the Delivery Agent):

1. The agent arrives at the customer's location.
2. The agent asks the customer for the Delivery OTP (the customer received this via SMS/Email).
3. The agent enters the OTP into their app.
4. If the code is correct, the system allows the agent to mark the order as DELIVERED.

5. Handling Payments

Online Payments: If the customer paid via credit card or UPI during checkout, the Payment Status will already say PAID. No action is needed.

Cash on Delivery (COD):

1. The Payment Status will say PENDING.
2. When the delivery agent collects the cash and hands it to the cashier/store manager, you must manually update it.
3. Go to the Order details.
4. Scroll to Payment History and click Mark as Paid.
5. Ensure you account for any COD Fees that were added to the bill.

6. Refunding or Cancelling an Order

If you don't have stock or the customer requests a cancellation:

1. Open the Order.
2. Click Cancel Order.
3. Enter a Reason Note (e.g., "Out of stock on milk").
4. If they paid online, you must process the refund through your payment gateway dashboard. The order status here will change to CANCELLED.