Guides / Orders & fulfillment
Orders & fulfillmentManage orders
The Orders page (sidebar → Orders) lists your latest orders. Open any order for the quick view — every action lives there.
- Find the order
Search by order number or customer email, or tap a status chip like “Awaiting fulfillment” to filter.
- Open Quick view
Click the order — items, totals, payment and customer appear in one drawer.
- Take payment
A cash-on-delivery order that was authorised is captured with one button. Card orders confirm themselves through your own gateway.
- Fulfill it
Tap “Start fulfillment” — pick the branch, the delivery method, and a rider who is online and verified.
- Close it out
Mark the order delivered, then complete it. Cancelling always asks for a confirmation first.
- Refunds
A refund above your role's limit is blocked or sent to Cap approvals for a store admin to decide.
Common problems
The customer paid by card but I don't see the money
Card money settles into your own SafePay account — the portal shows the payment as captured, the bank shows the payout. If the portal still shows unpaid after the customer returned from the payment screen, ask them to retry or contact support with the order number.
The refund button won't let me continue
Your role's spend cap stopped it. Ask a store admin to approve it under Money → Cap approvals, or do it from an admin account.
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