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Guide to manage and process orders

by Dufa Staff | 31 August 2020

 

This is a detailed guide to help you manage and process orders.

Where to check if you have received an order:

  • Once a customer has purchased a product from your shop, you will be notified via your registered email. That is why it is vital to check you emails regularly.
  • Also, keep your Seller App handy. You can see you have received your order in your Dashboard as follows:
    No_Orders_Dashboard
  • Follow steps below on how to proceed.

Steps to take once you receive an order:

View Order Details: The first step is to view the order details.

  • Click on the cart as shown below:
    Dashboard_Received_Order
  • Click on the details as shown:
    Active_Ordres
  • View which product has been ordered and in which variation (color, size, design)
  • Make sure you read if the customer has requested any personalization or special request.

Accept Order:

  • Click on the button to accept the order. 
    Accept_Order
    Confirm_Order
  • This means, that you acknowledge that you have received the order and will be able to process it in the estimated processing time.

Create or Get the Product Ready:

  • If you already do not have the product ready, start working immediately to get the product ready in the stipulated processing time.
  • If you think you will be delayed for any reason, it’s a good practice to let Dufa know so we can notify the customer.

Pack the Product:

  • Once ready, pack the product in your branded packaging.
  • Dufa strives to and requests all its sellers to use reusable, environment friendly packaging. Please avoid plastic packing as much as possible.
  • If the order is a gift, make sure you do the gift wrap and attach the image as requested.
  • Once packed in your specific branded packaging, Pack the Product in a box and keep it ready.
  • Make sure your product is securely packed, especially if it’s fragile.

Print Label:

  • Click on Print Label and generate the label
  • Affix the label on the box.

Schedule pickup:

  • Click on schedule pickup
    Pickup_Request
  • Click on the New Request button
    New_Pickup_Request
  • Set the Date and Time for pickup (24 hr clock)
    Pickup_Date_Time_Schedule
  • Note that you cannot do a same day pickup post noon and schedule pickup between 9 am and 6 pm only.
  • Ensure you are available at the warehouse at the scheduled date and time
  • If you have more than 1 order for pickup, you can club them together and schedule just a single pickup time so long as you are not delaying the shipment promised to the customer. You can do this by updating the number of packages.

Initiate Shipping:

  • Once your order is picked up by Delhivery, go to the Seller App and Initiate Shipping.
    Initiate_Shipping
  • It’s important that you mark the order as Shipped only after the order is picked up, because a notification is sent to the customer at this point.

Completed Order:

  • Once the order is delivered to the customer, the order is automatically marked as Complete by the system.
  • The order will now appear in the completed orders tab on the dashboard.

For cancelled and returns refer to the following articles:

Related Articles:

Scheduling shipping pickup

How to go about delayed, lost, damaged orders

Offering Free shipping to your customers

How to handle cancellation from customers

How to cancel orders