Order statuses explained

Managing orders effectively is key to providing a seamless customer experience. On Tradeit, orders pass through various statuses, each indicating the stage in the order fulfillment process. This guide will explain each status and its meaning, so you can stay on top of your orders and take the right actions at the right time.

Why Order Statuses Matter

✅ Clear Communication: Keep customers informed about their order’s progress.
✅ Efficient Fulfillment: Understand exactly where each order is in the fulfillment process.
✅ Problem Resolution: Quickly identify and address any issues that arise with orders.
✅ Customer Satisfaction: Accurate and timely updates build trust and satisfaction.

Order Statuses Explained

Here’s a breakdown of the various order statuses you will encounter in your Tradeit vendor dashboard:

1. Processed

• What It Means: The order has been successfully received, and the necessary actions to prepare it for shipping are in progress.
• When to Act: You don’t need to take immediate action, but be sure to keep track of the order as it moves toward completion.

2. Complete

• What It Means: The order has been fulfilled, shipped, and the customer has received the product. This status indicates that the entire process is finished.
• When to Act: No further action is needed, but you may wish to follow up with the customer for feedback.

3. Open

• What It Means: The order has been created, but it has not yet been processed. This may happen when a customer places an order but payment has not been confirmed, or the system is still waiting on further details.
• When to Act: Check the payment and order details to ensure the order moves to the next step. You may need to confirm payment or contact the customer.

4. Failed

• What It Means: This status indicates that the order has failed during payment processing, and no funds have been received.
• When to Act: Review the reason for failure, which could be an issue with the payment method (e.g., card decline, bank issues) or a technical error. Contact the customer to resolve the issue or suggest alternative payment methods.

5. Declined

• What It Means: The order was declined by either the payment gateway, the customer’s bank, or your store’s fraud protection system.
• When to Act: Contact the customer for further clarification, and suggest alternative payment methods (e.g., bank transfer, mobile money). Ensure your fraud protection settings are not blocking legitimate transactions.

6. Backordered

• What It Means: The item is out of stock, but the order has been placed and is awaiting restocking.
• When to Act: Inform the customer about the delay and provide an estimated date for restocking. You can either suggest they wait for the item to be back in stock or offer them a refund or exchange option.

7. Canceled

• What It Means: The order has been canceled either by you or the customer. This could be due to a customer’s request, stock issues, or payment problems.
• When to Act: If the cancellation was initiated by the customer, verify that the order is properly voided. If it was on your end, ensure that the customer is informed and refunded if necessary.

8. Awaiting Call

• What It Means: The order requires a phone call for verification, either due to issues with the customer’s payment or shipping details.
• When to Act: Make the call to confirm order details and ensure that the customer’s information is accurate. Once confirmed, update the order status to Processed.

9. Incomplete

• What It Means: The order is missing key information (e.g., shipping address, payment confirmation) and cannot proceed.
• When to Act: Contact the customer to request the missing information. Once the information is provided, update the status to Processed.

How to Manage Orders Based on Their Status

🔹 From Open to Processed

• Ensure payment confirmation is received.
• Double-check that the shipping address is correct.
• Process the order by preparing it for shipment.

🔹 Backordered Orders

• Notify customers immediately if an item is out of stock.
• Provide an estimated restock date.
• Offer alternatives (e.g., similar products or refunds) if the delay is too long.

🔹 Failed and Declined Orders

• Review payment gateway logs to understand why the payment failed.
• Contact the customer to inform them of the issue and offer an alternative payment method.

🔹 Canceled Orders

• If a customer cancels, make sure the order status is updated to Canceled, and a refund (if applicable) is processed.
• If you cancel the order due to stock or fulfillment issues, inform the customer promptly and offer a solution.

🔹 Awaiting Call

• Make the phone call as soon as possible to clear up any issues.
• Once the call is made and the information verified, update the order status.

Best Practices for Managing Order Statuses

✅ Update Regularly: Make sure to update order statuses promptly to keep customers informed and your workflow organized.
✅ Automate Where Possible: Use available features to automatically update statuses for common actions, like payment confirmation or shipment tracking.
✅ Clear Communication: Keep your customers updated on order status changes, especially for orders that are delayed or problematic.
✅ Set Expectations: Be clear about processing times, especially for items that are often out of stock or have long delivery windows. This helps prevent confusion when orders are delayed.

FAQs

❓ How can I change an order status?

You can update the order status manually in the Order Details section of your vendor dashboard. Simply select the correct status from the dropdown menu and save the changes.

❓ What happens if an order status is stuck on “Open”?

If an order is stuck on Open, check the payment status. If the payment hasn’t been confirmed, you may need to follow up with the customer or confirm the payment manually.

❓ Can I change the “Completed” status after an order is marked as complete?

Once an order is marked as Completed, it typically cannot be changed. If there’s an issue, you can reach out to the customer and manually update the status.

Need Help?

If you need assistance managing order statuses or have any questions about your orders, please contact us:

📧 Email: [email protected]
📱 WhatsApp: +263 77 984 2525

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