Orders
Where your orders come from, their statuses, accepting or rejecting, payment and receipts, editing an order, printable PDFs and new-order alerts.
On this page
Your seller puts the order together with the customer and records it in your orders.
Where your orders come from
An order can come from your AI seller (AI assistance), from one you created (Manual) or from a receipt that arrived without an order. Those that have no products yet show Receipt without an order, Sale marked by hand or Historical sale, and are finished with Complete order. Each order shows its sales channel.
Your AI seller
Closes the sale in the chat and records the order.
New order
Sales outside the chat that you record.
Counter sales
You scan the label and close the sale in your store.
Shopify
Chat orders are also created in your store.
Sales outside the chat
With New order you record a sale made outside the chat: in store, by phone, on Instagram, on your website or another channel. It holds the customer's phone and name, the products from your catalog and how they paid. When created, the customer is saved in your CRM with the purchase in their history, stock goes down and, if you have an ERP connected, the order is exported like a chat order. It does not count as a Meta Ads conversion, and the customer does not join your campaigns until they agree to receive messages.
- In store
- Phone
- Website
- Other channel
Counter sales
Counter sales records your physical store's sales: products join the sale by scanning their label or searching for them, and the sale is saved in Orders as an in-store order, paid in full, and takes the stock down right away.
Order statuses
An order comes in as New and, once accepted, becomes Confirmed. It then moves through Preparing, Ready for dispatch, Dispatched, Delivered and Completed. Moving it to Completed marks its payment as paid. A new order you won't fulfil is rejected and an accepted one is cancelled; both ask for a reason and cannot be undone.
In progress
New
It arrived and waits for you to accept or reject it.
Confirmed
You accepted it.
Preparing
You are putting it together.
Ready for dispatch
It is ready to go out.
Dispatched
It is on its way.
Delivered
It reached your customer.
Completed
Done, with the payment complete.
No sale
Rejected
You did not accept it.
Cancelled
You cancelled it after accepting it.
Accept or reject
New orders wait for you to accept or reject them, one by one or several at once. When rejecting you pick a reason: Out of stock, Invalid address, Invalid payment, Customer did not respond, Incorrect AI order, Duplicate order or Other reason, with an optional comment. If you accept without confirming the payment, the order keeps the payment status detected in the conversation.
Accept
Becomes Confirmed.
Reject
Asks for a reason. Cannot be undone.
Cancel
For an order already accepted. Asks for a reason.
Order payment
Each order has Payment terms: Pending, Partial (with the amount still owed), Paid, Payment under review (a receipt arrived and you still have to check it) or Cash on delivery.
| Payment terms | What it means |
|---|---|
| Pending | Not paid yet. |
| Partial | Paid a part; you see the amount still owed. |
| Paid | Paid in full. |
| Payment under review | Sent a receipt that you still have to check. |
| Cash on delivery | Pays when receiving the order. |
In each order's Payment receipts you see the payment images and where they came from: Sent by the customer, Uploaded by you or Attached automatically. You can add one (JPG or PNG up to 16 MB), remove one that does not belong and restore it later, and confirm the payment with Validate payment.
Editing an order
From an order's detail you can change products and quantities, remove products, fix unidentified products and update the customer's details and address.
When you edit an order, promotions are recalculated for the new products and quantities, and you see the result before saving. Changing the shipping cost does not re-quote or change a shipping label already generated. An order needs at least one product: if the customer no longer wants anything, it is rejected.
Print and export
Orders as PDF builds a single file with up to 100 orders, one per page, to print and stick on your bags. Export orders downloads your list as Excel or CSV, up to 3000 orders per report.
New-order alerts
When an order comes in, the dashboard shows an alert with the amount and the customer's name, and a button to open it. In your account you can turn on a sound for every new order and browser notifications. On your phone, the bottom bar counts new orders.
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