Orders on the platform go through various statuses depending on where they are in the process, from payment to delivery and invoicing. Each state plays a key role in ensuring smooth order processing. Below is a breakdown of each order state and what it means.
1. Awaiting Payment
- This status applies to orders that have been created as draft orders but have not been paid for yet.
2. Awaiting Credit
- Similar to awaiting payment, but in this case, the customer has opted for credit terms, which have not yet been approved.
- Both Awaiting Payment and Awaiting Credit orders exist but are not yet confirmed for processing.
3. Screening (Awaiting Release)
- This status applies to orders that have been paid for but are currently being reviewed by the purchasing team.
- The team may edit the margin (spread) on the order to ensure an appropriate profit.
- Once the order passes screening, the order acknowledgment email is sent to the customer.
4. Pending
- The order is now visible to suppliers on the supplier live feed.
- This means:
- The customer has either paid or agreed to credit terms.
- The purchasing team has completed the screening process.
- The order is now available for suppliers to accept.
5. Pending Expiring
- Either this order has been pending and the 3 most eligible suppliers have not accepted the order or it has been pending for more than 2 hours
- The order is still visible to suppliers on the supplier live feed.
6. In Progress
- The order has been accepted by a supplier, triggering two key actions:
- An order confirmation email is sent to the customer, notifying them that their order has been accepted and is being prepared for delivery.
- The supplier receives a purchase order document, which they use to process and fulfil the order.
7. Expired
- An order expires if:
- No supplier has accepted it.
- Payment is not made within 24 hours of creating the draft order.
- If a customer still wants to proceed, a new order must be created, and a new payment link must be sent.
8. Cancelled
- An order can be cancelled at any stage before completion, including:
- Awaiting Payment
- Screening
- Pending
- In Progress
- Cancellation can occur due to a customer request or if a supplier is unable to fulfil the order.
- If an order is cancelled, a refund is processed where applicable.
9. Completed
- An order is marked as completed when:
- The delivery has been made.
- The supplier’s invoice has been uploaded to the platform.
- No further steps are required unless the customer requests a return.
10. Returned
- A completed order moves to returned status if:
- A return request has been approved.
- The returned items are confirmed to be in resalable condition by the supplier.
- Once confirmed, the customer refund is processed.
Key Takeaways
- Orders progress through multiple states from creation to fulfilment.
- Screening ensures profit margins before an order reaches suppliers.
- Pending orders are visible to suppliers, and an order moves to in progress when accepted.
- Expired orders require re-creation if payment is delayed.
- Returns are only processed after supplier confirmation.
This guideline ensures a clear understanding of order states and the appropriate actions to take at each stage.