Orders

Every order goes through the same steps: it comes in unconfirmed, you check with the customer that it’s real and confirm it, then you ship it until it’s delivered. The dashboard’s sidebar has a list for each stage:

• Unconfirmed Orders: new orders waiting for you to confirm them.
• Confirmed Orders: orders you’ve confirmed, from packing through to delivery.
• Incomplete Orders: checkouts customers started but didn’t finish.

Where orders come from

• Your storefront: from checkout, or from a product’s buy-now button.
• Landing pages: each order shows which landing page it came from.
• The dashboard: select Add Order to take an order over the phone or in a chat. Search and add the products, then fill in the customer, address, payment and shipping.
• A chat message: on the Add Order page, select From Message and paste what the customer sent, such as Rahim Uddin, 01712345678, House 5, Road 2, Mirpur, Dhaka. 2 ta black T-shirt XL. AI fills in the order for you to check.

You get a store alert for each new order, by email by default. Add SMS, Telegram, Slack or Discord in Settings → Store Alerts, or install the eCommFly app for a notification on your phone.

Confirm orders

Many cash-on-delivery orders are never collected, so confirm each one with the customer before you ship it. Unconfirmed Orders has three tabs:

• Pending: orders you haven’t confirmed yet.
• No Response: orders where a call wasn’t answered, was rejected, or the customer didn’t press a key.
• Cancelled: orders cancelled before they were confirmed.

Check the customer first

Each order shows the customer’s Delivery success rate: how many of their past parcels were delivered and how many were returned, across eCommFly stores and the couriers it can check. A customer who often refuses parcels is worth a call before you ship.

Call the customer

Open the order and go to Calls:

• Call to confirm places an automated call that reads the order back to the customer in Bengali. They press 1 to confirm or 2 to cancel, and the order is updated to match.
• Log call records a call you made yourself. Choose the Outcome, such as Confirmed, No answer or Didn’t order, and add a note.

Confirming an order with a call confirms it, and a call that cancels it cancels the order, unless it has been paid or shipped in the meantime.

To call customers automatically about unpaid orders, such as cash on delivery, go to Settings → Orders, turn on Call customers to confirm unpaid orders and set Call after (minutes). Calls are charged per call from your prepaid credit; see Pricing.

Confirm by hand

Select Confirm order on an order’s page. To confirm many at once, select them in Unconfirmed Orders and choose Mark as confirmed. Confirmed orders move to Confirmed Orders.

Made a mistake? Select the order in Confirmed Orders and choose Mark as unconfirmed. An order with an unanswered call can’t go back.

Stop fake orders

Go to Settings → Orders and find Fake Order Protection. Storefront orders that break these rules are turned away at checkout:

• Orders per phone number: the most orders one phone number can place in 24 hours.
• Orders per IP address: the most orders one internet connection can place in 24 hours.
• Blocked phone numbers and Blocked emails: customers who can’t order from you at all.

Phone numbers are matched however they’re typed, so +880 1712-345678 and 01712345678 count as the same number.

Ship and deliver

Confirmed Orders has a tab for each step of delivery: Pending, Processing, Packed, In Transit, Shipped and Delivered, plus Cancelled and All.

Book the courier from the order’s Shipment box, or select several orders and choose Shipments. As the courier picks up and delivers the parcel, the order moves through the tabs by itself. See Shipping and couriers for booking parcels, tracking and packing slips.

When the parcel is delivered, the order is Completed. For a cash-on-delivery order, record the payment once the courier pays you: see Cash on delivery and other offline payments.

Edit or cancel an order

On an order’s page you can change its items, the customer’s details and the shipping and billing addresses. Add a Note for your team; customers don’t see it.

To cancel an order, select Cancel order, add a Reason if you like, and choose whether to Put the items back in stock. Turn that off for items that came back damaged. To cancel several orders, select them in either list and choose Mark as cancelled.

Order statuses

Status	Meaning
Pending	New, and not confirmed yet.
No Response	A call to the customer went unanswered.
Confirmed	You or the customer confirmed it.
Completed	The parcel was delivered.
Refunded	The payment was refunded.
Cancelled	The order was cancelled.

Each order also has a payment status and a shipment status. See Payment statuses and Shipment statuses.

Keep customers updated

Go to Settings → Notifications to choose which order updates customers get by email or SMS as their order moves along. SMS are charged per message from your prepaid credit.

Invoices and the timeline

To print an invoice, select Packing slip on the order’s page, or select orders in Confirmed Orders and choose Packing slips, then pick A4 invoice as the print size. Choose what the invoice shows, such as your logo, tax registration number and a footer note, in Settings → Orders under Invoice.

Every order has a timeline of what happened to it and who did it: when it was placed, confirmed, paid, shipped and delivered, and every call and note.

Win back incomplete orders

Incomplete Orders lists checkouts where the customer typed their phone number but didn’t place the order, with what was in their cart. Call or text them, or place the order for them. See Incomplete Orders.