Managing orders

As a vendor on Tradeit, managing customer orders quickly and professionally is key to running a successful online business. Whether you’re selling fresh produce from Bindura, electronics in Harare, or fashion in Masvingo, efficient order handling builds trust and boosts your store’s ratings.

This article will guide you through the full order lifecycle — from when a customer places an order to when it’s delivered and marked as completed — so you get paid on time.

📥 Where to Find New Orders

As soon as a customer places an order on your store, it will appear in your Vendor Dashboard.

🔗 Go to: https://tradeit.co.zw/dashboard

Navigate to:

Orders → You’ll see a list of recent orders with the following information:

• Order ID
• Order Date
• Customer Name
• Order Status (Pending, Processing, Completed, Cancelled)
• Total Amount
• Actions (View, Update Status, Add Notes)

🟡 Order Statuses Explained

✅ Pro Tip: Orders in Processing status are ready for dispatch. These are your top priority.

🛍️ Order Fulfillment: Step-by-Step

Once you receive an order, here’s what to do:

🧾 1. View the Order Details

• Go to Dashboard → Orders
• Click the View button (👁️) on the order
• Review:
  • Products ordered
  • Quantity
  • Customer address & contact
  • Delivery method selected

💡 Example:
Customer orders 2 school satchels to be delivered to Greendale, Harare, and selects Doorstep Delivery.

📦 2. Prepare the Items

• Pick the items from your inventory
• Inspect for quality (especially for perishables and clothing)
• Package appropriately (sealed bags, boxes, or envelopes)

🔐 Use tamper-proof packaging for valuable items like phones, cosmetics, and accessories.

🚚 3. Deliver the Order

Depending on your delivery settings:

You offer Own Delivery:

• Contact the buyer by phone or WhatsApp
• Arrange delivery time
• Use your delivery personnel or a local courier (e.g. Swift, Vaya, Mhanya Express)

You use Tradeit Delivery Support (if applicable):

• Tradeit’s logistics partner will collect and deliver on your behalf
• You’ll get a collection notification

You offer In-Store Pickup:

• Confirm pickup location and availability time with the customer

💡 Always notify the buyer that their order is on the way.

✅ 4. Mark the Order as “Completed”

After successful delivery:

1. Return to the Order Details page
2. Scroll down and find Change Status
3. Select Completed
4. Click Update

🔒 This is crucial — Tradeit only processes your payment after you complete this step.

🧾 Adding Notes and Tracking Info

On the Order Details page, you can:

• Add Tracking numbers (e.g., from Swift or DHL)
• Write Order Notes (visible to customer or internal)
• Mark delays, customizations, or delivery changes

✍️ Example: “Delivered via Vaya on 12 May at 2PM. Signed by Mr. Dube.”

🔄 Handling Returns, Refunds & Cancellations

Tradeit has a Return and Refund Policy to protect both vendors and buyers.

If a customer requests a return:

1. Check the product’s return eligibility (e.g., not for perishables)
2. Assess the product condition (was it damaged, opened, or incorrect?)
3. If justified, approve the return and offer:
   • Exchange
   • Store credit
   • Refund (if authorized by Tradeit Admin)

If you need to cancel an order:

• Navigate to the Order, change status to Cancelled, and add a note explaining why (e.g., out of stock)
• Inform the customer

🚨 Frequent cancellations or poor handling of returns may affect your store rating.

📊 Track Order Trends in Reports

Go to:
Dashboard → Reports → Orders

You’ll see:

• Order volume by day/week/month
• Most ordered products
• Customer regions (e.g., more orders from Harare or Gweru)
• Cancellations and refund stats

✅ Use this data to adjust pricing, stock levels, and delivery focus.

🧠 Local Order Management Tips

• ✅ Use WhatsApp to confirm addresses or delivery arrangements
• ✅ Label packages with order ID and buyer name
• ✅ Keep stock updated to avoid cancellations
• ✅ If delayed, communicate early with the buyer
• ✅ Document deliveries (e.g., photos or signed delivery notes)

❓ Frequently Asked Questions

Q: How long do I have to fulfill an order?

A: Orders should ideally be fulfilled within 24–48 hours. Delays beyond that should be communicated.

Q: What happens if I don’t mark the order as “Completed”?

A: Your payment will remain on hold until you do. Always complete orders in your dashboard after delivery.

Q: Can I change the delivery address?

A: Only the customer or Tradeit admin can officially change addresses. Always confirm with the buyer first.

Q: Who handles customer complaints?

A: Customers first reach out to you via your store page or contact info. If unresolved, Tradeit Support may step in to mediate.

🛎️ Need Help?

• 📩 Submit a ticket from your dashboard under Support
• 💬 Message Vendor Helpdesk on WhatsApp
• 🛠️ Browse Vendor Help Articles

Managing orders efficiently improves buyer satisfaction, increases your chances of repeat sales, and ensures you get paid faster.