Order Management
View, manage, and fulfill customer orders from WhatsApp conversations.
Order Lifecycle
Orders go through several statuses from creation to completion.
Pending Approval → Confirmed → Processing → Ready for Pickup → Completed
Order Statuses
Pending Approval
Order placed but waiting for merchant to approve. Used when manual approval is enabled.
Actions: Approve or Reject
Confirmed
Order approved and accepted. Customer has been notified.
Actions: Start Processing, Cancel
Pending
Payment pending. Used for orders awaiting payment confirmation.
Actions: Mark as Paid, Cancel
Processing
Order is being prepared. For restaurants, this means the food is being made.
Actions: Mark Ready, Cancel
Ready for Pickup
Order is ready. Customer is notified to pick up their order.
Actions: Complete, Cancel
Completed
Order fulfilled and closed. Customer has received their items. (Final state)
Cancelled
Order was cancelled by merchant or customer. (Final state)
Payment Statuses
| Status | Description | |--------|-------------| | Paid | Payment received (Stripe or COD confirmed) | | Pending | Awaiting payment (COD orders before pickup) | | Abandoned | Customer started checkout but didn't complete | | Failed | Payment attempt failed |
Managing Orders
Approve Order
Accept a pending order. Customer receives confirmation notification. Only for orders in "Pending Approval" status.
Reject Order
Decline a pending order. Customer is notified. Optionally provide a reason.
Set Prep Time
Estimate how long until the order is ready. Customer sees estimated ready time.
Mark Ready
Notify customer their order is ready for pickup. Moves order to "Ready for Pickup" status.
Mark as Paid (COD)
For Cash on Delivery orders, confirm payment was received when customer picks up.
Filtering Orders
Use filters to find specific orders quickly.
Payment Status
- All payments
- Paid
- Pending
- Abandoned
- Failed
Order Status
- All statuses
- Pending Approval
- Confirmed
- Processing
- Ready for Pickup
- Completed
- Cancelled
Search
Search orders by order number, customer phone number, or customer name.
Order Details
Click on an order to view full details:
- Customer Information — WhatsApp number, name (if provided)
- Order Items — Products, quantities, prices, variants
- Order Total — Subtotal, taxes, fees, total amount
- Pickup Time — Scheduled pickup slot or ASAP indicator
- Order Timeline — Status history with timestamps
Customer Notifications
Customers automatically receive WhatsApp messages when:
- Order is placed (confirmation)
- Order is approved or rejected
- Order status changes to "Ready for Pickup"
- Order is completed
- Order is cancelled