Manage Orders

Track every sale from checkout to fulfilment in the Orders dashboard.

Only admins with Merchant Admin, Initiator & Approver, or View Only roles can access the Orders dashboard.

Watch: Managing Orders

Step 1: Open the Orders Dashboard

In the left sidebar, navigate to Product Store → Orders. The table gives you a high-level view of all transactions:

Column	What It Shows
Order #	A unique identifier assigned to every transaction
Customer	The name and contact details of the buyer
Status	Whether the order is `PENDING`, `COMPLETED`, or `CANCELLED`
Payment	Confirms whether the customer has completed their mobile money transaction
Date	The timestamp of when the order was placed

Step 2: Filter and Search Orders

For stores with high order volumes, use the built-in tools to stay organised:

Tool	How to Use It
Search bar	Search by customer name, email address, or order number
All	Displays every order regardless of status
Pending	Isolates orders awaiting fulfilment
Completed	Shows orders that have been fulfilled
Cancelled	Shows orders that were cancelled by the merchant or customer

Use the Pending filter at the start of each day to immediately surface orders that need action - so nothing slips through during high-volume periods.

Step 3: View Order Details

To inspect a specific order:

Click the options menu ... on the order row.
Select View Detail.

The order detail panel contains the following sections:

Section	What You Will Find
Customer details	Phone number and email address for delivery coordination
Order log	A full timestamped history of the order’s progress from placement to current status
Payment information	Confirms the currency (ZMW), payment method, and current payment state

Step 4: Cancel an Order

Use this when an item is out of stock or a customer requests a change before fulfilment.

Open the order’s detail page via View Detail.
Click Cancel Order.
Confirm the cancellation in the modal that appears.

Confirmation: The order status updates to CANCELLED and is reflected immediately across your Orders dashboard.

Cancelling an order cannot be undone. The customer is not automatically refunded - if a refund is required, process it separately through your mobile money provider before or after cancelling.

Order Status Reference

Status	What It Means
`PENDING`	Order placed and payment confirmed - awaiting merchant fulfilment
`COMPLETED`	Order has been fulfilled and closed
`CANCELLED`	Order was cancelled by the merchant - no further action required

Troubleshooting

Issue	What to Do
Order shows `PENDING` but payment was made	Check the Payment information section in the order detail - confirm the mobile money transaction completed on the customer’s end
Customer did not receive an SMS confirmation	Verify the phone number in Customer details is correct - ask the customer to check their network signal
Order was cancelled in error	A cancelled order cannot be restored - the customer will need to place a new order

Sub Wallets

Team Members and Access Controls

Fees and Charges

Payments

Product Store

Point of Sale (POS)

SMS Logs

Audit Logs

Payouts & Transfers

Payment Links

Invoices

USSD Payments

Help and Support

Watch: Managing Orders

Step 1: Open the Orders Dashboard

Step 2: Filter and Search Orders

Step 3: View Order Details

Step 4: Cancel an Order

Order Status Reference

Troubleshooting

Next Steps

Manage Products

Track Business Alerts

​Watch: Managing Orders

​Step 1: Open the Orders Dashboard

​Step 2: Filter and Search Orders

​Step 3: View Order Details

​Step 4: Cancel an Order

​Order Status Reference

​Troubleshooting

​Next Steps

Manage Products

Track Business Alerts

Watch: Managing Orders

Step 1: Open the Orders Dashboard

Step 2: Filter and Search Orders

Step 3: View Order Details

Step 4: Cancel an Order

Order Status Reference

Troubleshooting

Next Steps