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 ...
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 PENDINGOrder placed and payment confirmed — awaiting merchant fulfilment COMPLETEDOrder has been fulfilled and closed CANCELLEDOrder 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
Next Steps
Manage Products Add or update products available for customer checkout.
Track Business Alerts Monitor order notifications and payment confirmations in your SMS logs.
