Orders & Fulfillment

The problem: an order placed at midnight should not wait for you to wake up and press a button before it counts, and a card order whose payment never actually went through should not send your team off packing something nobody paid for.

An order confirms itself the moment it becomes a real commitment, with no button to press: when the payment succeeds, or when the order is placed with a trusted offline method such as Cash on Delivery or Bank Transfer. Nothing real waits on your sign-off, and nothing unpaid slips through as real. From there, you drive every step that follows.

How to use it

1. Open Sales → Orders to see new orders as they arrive.
2. A paid order, or one placed with Cash on Delivery or Bank Transfer, already shows as Confirmed.
3. An order whose card payment did not go through stays Pending; it is automatically tidied up if it is never completed.

Good to know: a Cash on Delivery order is Confirmed straight away but still shows as unpaid until you mark the cash or transfer as received.

The problem: two staff members touch the same order in one afternoon, something goes wrong, and "who did what, and when?" turns into a guessing game, with a customer waiting on the answer.

The control centre for a single order. View its full details, move it through the shipping steps it passes on the way to the customer (Processing, Shipped, Delivered and so on), and add internal notes. Every change is recorded with who made it, so if a customer ever disputes a step, you can point to the exact person and moment instead of guessing.

How to use it

1. Open Sales → Orders and click an order to open its detail page.
2. Review the items, addresses, payments and history all on one screen.
3. Use the status control to advance the order to its next step; only the steps that make sense are offered.
4. When you mark an order as Shipped, add the carrier and tracking number so the customer can follow it.
5. Add a note at any time to leave a record for your team; it joins the order's timeline.

Tip: the timeline shows status changes, notes and edits side by side, each stamped with the staff member who made it, so nothing about an order is ever a mystery.

The problem: an hour after ordering, a customer phones: she needs size 56, not 52, and could you add the matching hijab? Cancelling and re-placing the whole order means she pays twice or waits on a refund, over a change that should take a minute.

Fix or adjust what is on an order while it is still unpaid and not yet shipped. Swap a line for a different size or colour, change a quantity or a price, add or remove an add-on service, and add or remove whole products. The totals recalculate for you, the change is written to the order's history, and the customer never has to pay twice.

How to use it

1. Open the order in Sales → Orders (it must be unpaid and not yet shipped).
2. Edit the lines: pick a different variant, change the quantity or price, or toggle add-on services.
3. Add a new product line or remove one you no longer need.
4. Save. The subtotal, tax and total all recompute automatically.

Good to know: once any money has been taken, the order locks for editing so there is never a charge or refund to reconcile by hand.

The problem: "actually, could you send it to my sister instead?" Or a discount you promised on the phone. Adjust one figure by hand and the tax, the total and the invoice quietly stop agreeing with each other, and accounting inherits the mess.

In the same unpaid, pre-shipment window, adjust the order-level details: the shipping address, the shipping method and its cost, and an order-level discount. Because changing the destination can change the tax, the totals are recalculated for you, so nothing ever falls out of sync.

How to use it

1. Open the order and click Edit details.
2. Update the shipping address, choose a different shipping method, or set its cost.
3. Apply an order-level discount if you want to (capped at the value of the goods).
4. Save. The order's totals and tax recompute, and the change is logged to the timeline.

The problem: the same packing step gets forgotten every few weeks; a new packer skips the care-instructions card and nobody notices until a customer does. Meanwhile your Arabic-speaking customers receive order updates written only in English.

Set up a short checklist for each shipping step an order passes through (Confirmed, Processing, Shipped and so on), written in both English and Arabic, so your team always remembers the steps that matter at that point (for example, "print the packing slip" before shipping) no matter which language they work in. Each step can also carry its own short message to the customer, sent automatically in whichever language that customer uses, so shoppers are kept informed in words they understand.

How to use it

1. Open Settings → Order status checklists.
2. Pick the shipping step it applies to, then write the checklist items for your team and the message for the customer, each in English and Arabic.
3. Save. Your team sees the checklist in their own admin language, and the customer message is sent in the customer's own language when an order reaches that step.

The problem: a business customer asks for a proper invoice for her company's books and you have nothing better than a hand-made document. At tax time, invoices with missing or duplicated numbers turn a routine review into a scramble.

Generate a tidy invoice PDF for any order and download it, and a matching credit-note PDF for every refund. Both are numbered in one unbroken sequence with no gaps, which is exactly what a tax inspector wants to see, so your paperwork stays in order and audit-ready all year round.

How to use it

1. Open the order and click Generate invoice; it prepares in the background and becomes available to download.
2. Download the invoice PDF whenever you need it; a copy is also emailed to the customer.
3. When you issue a refund, a credit note is created for it automatically, with its own number in the sequence.

Good to know: invoice and credit-note numbers run in an unbroken sequence each year, which keeps you compliant with tax-document rules.

The problem: an exchange has gone wrong and the customer is on WhatsApp asking for her money back. She paid by card; yesterday's return was cash on delivery; last week's customer wanted the value kept as store credit. Each one has to go back a different way, and sending money back the wrong way, or twice, is money gone.

Return all or part of an order's money. Choose where it goes (back to the original card or payment provider, onto the customer's store credit, or marked as refunded by hand for offline and Cash on Delivery orders), and optionally put the goods back into stock. The order's refund status follows the money you actually returned, so nothing needs tracking on the side.

How to use it

1. Open the order and register the refund using the status control to unlock the refund button.
2. Open the Refund action in the payments panel and enter the amount (full or partial).
3. Pick the destination: back to the original payment, to store credit, or mark refunded by hand for offline orders.
4. Choose whether to restock the returned goods, then confirm. The customer receives a confirmation.

Good to know: a full refund marks the order Refunded, while a partial one leaves it part-refunded; the status always reflects what was actually returned.

The problem: a regular rings with a three-abaya trousseau order while you are on the shop floor. Scribbled on paper, that sale never reaches your stock counts, your reports or her customer history; it lives in a notebook until someone forgets it.

Create an order yourself on a customer's behalf, ideal for phone orders or business customers. Add the line items and address, apply a manual discount and shipping, and optionally mark it paid. A new caller gets a simple account created from just a name and phone or email, so the sale still lands in one customer history. Finalise it straight away, or park it as a Draft to finish later.

How to use it

1. Open Sales → Orders and click Create order.
2. Enter the customer's email, add the products, and set the shipping address.
3. Apply a manual discount and shipping cost if needed, and mark it paid if payment was already taken.
4. Finalise the order, or save it as a Draft to come back to. A finalised order emails the customer.

Good to know: a Draft reserves no stock and takes no payment until you finalise it, so you can prepare an order in advance without committing inventory.

The problem: a customer is convinced she was charged twice, and "we will look into it" is not an answer that calms anyone down. You need the truth in seconds, with a number she can check against her own bank statement.

See the full payment record behind an order: the method used, the amount, any refunds, and the payment confirmation number from your payment provider. It is a read-only view, so you can check exactly what was charged and when, and no one can alter a payment record while looking it up.

How to use it

1. Open the order in Sales → Orders and find the payments panel.
2. Click a payment to inspect its full details, including any refunds recorded against it.

The problem: returns arrive as late-night WhatsApp messages: the abaya came up long, can she send it back? Details get lost in chat threads, a cash-on-delivery return has no card for the money to quietly go back to, and every request ties up your phone hours.

When an order is eligible, the customer can request a return from her account instead of chasing you on the phone or WhatsApp. The request comes through to your team in one tidy place to review and move along the return steps, and nothing is refunded until you approve it.

How to use it

1. The customer opens the order in their account area.
2. On an eligible order, they choose to request a return.
3. The request reaches your team, who handle it through the order's return and refund steps.

The problem: "has it shipped yet?", "what did I pay?", "can you resend the invoice?": half your inbox is customers asking about things they should be able to see for themselves.

Your customers get a clear, self-service view of their own orders. They can browse past orders and filter them, follow each order's progress through a simple stepper, see the payments, track a shipment, cancel a pending order, and download the invoice, all without sending you a single message.

How to use it

1. The customer opens My orders in their account and filters by status or date.
2. They open an order to see its progress stepper, items, addresses and payment records.
3. They track the shipment to follow it to the door, or download the invoice when it is ready.
4. If an order is still pending, they can cancel it and give a reason from a short list.

Good to know: the cancellation reasons the customer can choose from are the ones you manage under Settings, so you always learn why an order was cancelled.