> ## Documentation Index
> Fetch the complete documentation index at: https://docs.usebila.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Manage Orders

> Learn how to monitor, filter, and fulfil customer orders from the Bila Orders dashboard.

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

<Info>
  Only admins with **Merchant Admin**, **Initiator & Approver**, or **View Only** roles can access the Orders dashboard.
</Info>

***

## Watch: Managing Orders

<iframe src="https://www.youtube.com/embed/LLUfRHRU0f4" title="YouTube video player" frameborder="0" className="w-full aspect-video rounded-xl" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowfullscreen />

***

## 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 |

<Tip>
  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.
</Tip>

***

## Step 3: View Order Details

To inspect a specific order:

1. Click the options menu **`...`** on the order row.
2. 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.

1. Open the order's detail page via **View Detail**.
2. Click **Cancel Order**.
3. Confirm the cancellation in the modal that appears.

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

<Warning>
  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.
</Warning>

***

## 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                                                   |

## Next Steps

<CardGroup cols={2}>
  <Card title="Manage Products" icon="box" href="/how-to-add-my-product">
    Add or update products available for customer checkout.
  </Card>

  <Card title="Track Business Alerts" icon="bell" href="/track-business-alearts">
    Monitor order notifications and payment confirmations in your SMS logs.
  </Card>
</CardGroup>