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Order Management
Order Management
Track every order from draft to delivered, and send it to a carrier.
Order Status Flow
Every status an order can have, grouped by stage. The same explanation appears when you hover a status anywhere in the dashboard.
Intake
Abandoned CartCheckout started in a connected store but never completed
CNF WaitingDraft order awaiting confirmation, its confirmation message not sent yet
CNF Message SentConfirmation message accepted by WhatsApp and on its way
CNF Message DeliveredConfirmation message reached the customer, waiting for their answer
Call Center
CNF No WhatsAppCustomer's phone number is not registered on WhatsApp
CNF Message UndeliveredConfirmation couldn't be sent because of a WhatsApp setup issue (billing, template, or number)
Callback ScheduledCallback booked with the customer for a specific time
No AnswerAgent called, customer did not pick up
Unreachable (Call)Phone off, invalid or disconnected
Postponed (Call)Customer asked to be called back later
Wrong NumberNumber does not belong to the customer
Traveling (Call)Customer is traveling or unavailable
Refused (Call)Customer declined the order by phone
Order Lifecycle
PendingOrder received, awaiting confirmation
Pre-ConfirmedOrder pre-confirmed, awaiting full confirmation
ConfirmedOrder confirmed and being prepared
ProcessingOrder is being processed and packed
Awaiting PaymentThe customer was told how to pay and no payment has been reported yet
Payment Verification RequiredThe customer says they paid. Check the proof, then confirm the payment to send the files
FulfilledOrder handed off to carrier
ShippedOrder has been shipped to carrier
Awaiting PickupWaiting at the store for the customer to collect it
Delivery Progress
Arrived at CityPackage arrived at destination city hub
Out for DeliveryPackage is out for delivery today
Delivery ScheduledDelivery date has been scheduled
Delivery Issues
PostponedCustomer requested delivery reschedule
No ResponseCustomer not responding to delivery calls
Out of ZoneDelivery address outside service area
Wrong PhoneCustomer phone number is incorrect
UnreachableCannot reach customer at address
TravelingCustomer traveling, cannot receive delivery
RefusedCustomer refused the delivery
Final Status
DeliveredOrder successfully delivered
Picked Up from StoreCustomer collected the order at the store
CancelledOrder has been cancelled
Cancelled by CarrierOrder cancelled by shipping carrier
DuplicateRedundant duplicate of another order
ReturnedOrder returned to sender
Returned to StockReturned parcel received back and put on the shelf
RefundedOrder refunded to customer
Orders from a store or a Google Sheet start as CNF Waiting. The Agent sends the customer a confirmation message and the order moves through the confirmation statuses as WhatsApp reports what happened to it.
Order Sources
WHATSAPPCreated by the Agent in a WhatsApp chat.
MESSENGERCreated by the Agent in a Messenger chat.
INSTAGRAMCreated by the Agent in an Instagram chat.
STORE_WEBHOOKReceived from a connected store.
GOOGLE_SHEETSImported from a connected Google Sheet.
WEBSITEPlaced on your website.
PHONETaken over the phone.
IN_STORESold at your physical store.
MANUALCreated by hand in the dashboard.
APICreated through the Replyk API.
Shipping Orders
- Open order and click Send to Carrier.
- Select shipping connection (or use default).
- Enter delivery city (fuzzy search matches carrier cities).
- Configure options (allow open, fragile, parcel type).
- Confirm. A tracking number is assigned and the order becomes FULFILLED (it moves to SHIPPED once the carrier picks it up).
Customers who collect at your shop are never sent to a carrier: their order waits as Awaiting Pickup and counts as a sale once it is picked up. Turn pickup on in Settings → Pickup & physical store.
Auto-fulfillment
Send confirmed orders to a carrier with nobody looking. Set it up in Settings → Auto-fulfillment.
- Check only: every order gets a confidence score, and nothing is shipped. Check and ship: high-confidence orders go to the carrier, medium and low ones wait for you.
- Choose which statuses are picked up, the carrier, and whether parcels ship normally or from your stock at the carrier.
- Choose when: a wait after confirmation so the customer can still fix the address, and optional shipping days and hours.
- Orders that wait for you: an address that fails the check, an open support ticket (the order ships once it is resolved), or a total above your maximum.
Only orders placed or confirmed after you turn it on are included, and each check costs a fraction of a cent from your wallet. Run Check only for a few days first to see how it scores your real orders.
Statistics & Resend Orders
- Statistics: confirmation rate, delivered revenue, booked value and orders by source for the period you pick.
- Confirmation rate is confirmed orders divided by decided orders. Drafts, pending orders and abandoned carts are not counted either way.
Resend Orders: failed deliveries grouped by city, next to the orders still pending in that city, so you can decide what to send again.
Subscriptions
An order for a subscription service or digital product opens a subscription, and every period is tracked on its own.
- Nothing is charged automatically. When a new period starts it opens unpaid, the order's payment status changes so the renewal shows on your orders list, and someone on your team settles it.
- Once every open period is paid, the order's payment status goes back to paid.
Still need help?
Our team replies within one business day. Tell us what you're stuck on and we'll guide you through it.