Order operations

Processing an Order

Order processing allows the store team to review a customer order, verify its payment and fulfillment details, move it through each operational status, and assign it for preparation or delivery.

Open Order Management

Sign in to the SigmaCart Admin Panel and navigate to Orders. Use the order list to review current workload, locate a customer order, and open its details.

Admin Panel → Orders → Select Order → View

SigmaCart Orders page showing order totals, status summaries, search, Export CSV, order information, and View actions — The Orders workspace summarizes pending, processing, completed, and cancelled orders and provides access to each order record.

Understand the Orders workspace

MonitorStatus summaryReview total, pending, processing, completed, and cancelled order counts.

LocateSearch and filterFind an order using its number, customer, store, status, or other indexed information.

ProcessOrder detailsOpen the View action to verify the order and perform available status or assignment actions.

Column or control	Purpose
Order	Displays the unique order reference used for tracking and support.
Status & customer	Shows the current fulfillment state and customer associated with the order.
Store	Identifies the store responsible for preparing or fulfilling the order.
Payment mode	Shows how the customer selected or completed payment, such as COD or an online method.
Total	Displays the order’s recorded payable amount.
Placed at	Records when the order was created.
Elapsed time	Helps the team monitor processing or completion performance.
View	Opens the complete order record and available processing controls.
Export CSV	Exports supported order information for operational review or reporting.

Process the order step by step

Locate the order. Search by order number, customer, store, or status, then select View.
Verify the customer. Review the customer’s name, phone number, delivery address, and any order notes.
Review ordered items. Confirm product names, quantities, options, add-ons, prices, taxes, discounts, delivery charges, and total.
Verify payment. Check the payment mode and recorded payment status before preparing the package.
Confirm availability. Ensure the assigned store can fulfill every item and that unavailable products are handled according to store policy.
Accept and begin processing. Move the order to the next supported status only after the details have been checked.
Prepare the package. Pick, verify, pack, and label the items while keeping the order record accurate.
Assign a delivery agent. Select an active Delivery Guy or dispatch agent when delivery assignment is required.
Update each status in sequence. Save every supported change so administrators, staff, agents, and customers receive accurate information.
Complete the order. Mark it delivered or completed only after successful handover and any required payment confirmation.

Do not skip status updates

Update and save the order after each operational stage. Skipping directly to a final state can create incorrect notifications, reports, delivery assignments, and customer timelines.

Recommended order-status flow

The exact labels can vary by SigmaCart version and enabled modules, but an order should normally progress through the available statuses in operational order.

Pending / Placed
→ Accepted / Confirmed
→ Processing / Preparing
→ Ready for Dispatch
→ Assigned / Picked Up
→ Out for Delivery
→ Delivered / Completed

Status stage	Use it when
Pending / Placed	The order has been received and is waiting for review.
Accepted / Confirmed	The store has verified the order and agreed to fulfill it.
Processing / Preparing	The team is picking, preparing, or packing the ordered items.
Ready for Dispatch	The package is complete and ready to be handed to the assigned agent.
Assigned / Picked Up	A delivery agent is responsible for the order or has collected the package.
Out for Delivery	The package is on the way to the customer.
Delivered / Completed	The customer has received the order and the fulfillment process is complete.
Cancelled	The order will not be fulfilled. Record the correct reason and follow refund procedures when applicable.

Verify payment and customer details

Order number matches the record
Customer contact is valid
Delivery address is complete
Products and quantities are correct
Options and add-ons are included
Subtotal and discounts are correct
Tax and delivery fees are correct
Payment mode is verified
Online payment is confirmed
Customer notes are reviewed

Never rely on a screenshot of payment

For online payments, verify the transaction through SigmaCart’s recorded transaction data or the configured payment provider before releasing the order.

Assign a delivery agent

Before assignment, ensure at least one active user has been created with the Delivery Guy role.

Open the order details. Locate the delivery or dispatch assignment section.
Select an available agent. Choose the appropriate delivery agent for the store, zone, workload, and destination.
Confirm contact and service area. Ensure the agent can complete the delivery and has accurate customer details.
Save the assignment. Verify the agent is attached to the correct order.
Update the dispatch status. Move the order to the next valid stage only after the package is ready or handed over.
Confirm notification delivery. Check that the agent receives the supported in-app, push, SMS, or other assignment notification.

Use individual agent accounts

Do not share administrator credentials with dispatch staff. Assign orders to dedicated Delivery Guy accounts with only the required permissions.

Cancel or refund an order

Cancellation should be used only when the order cannot proceed or when a valid customer or administrative request applies.

Confirm the cancellation request. Verify the order number, customer, items, and reason.
Check the fulfillment stage. Determine whether preparation, dispatch, or delivery has already begun.
Record the reason. Add a clear internal or customer-facing reason where supported.
Update the order status. Select the correct cancelled state and save it.
Process the refund separately when required. Follow the payment gateway and store refund procedure; a cancelled status does not always return funds automatically.
Release reserved inventory. Confirm stock is restored when your inventory workflow requires it.

Completion checklist

Customer and address verified
Payment status confirmed
Items checked and packed
Every status change saved
Delivery agent assigned correctly
Notifications sent successfully
Delivery or pickup confirmed
COD collection recorded if applicable
Final status is accurate
Order notes are complete

Order-processing troubleshooting

Problem	What to check
Order does not appear	Reset filters, search by the exact order number, check the selected store or status, and confirm the order was created successfully.
Status will not update	Confirm the previous stage is complete, required fields are filled, the user has permission, and the order has not reached a locked final state.
Delivery agent is unavailable	Create or activate a Delivery Guy account and verify its permissions, store, zone, and availability configuration.
Payment status is unclear	Review the transaction record and payment provider before dispatching; do not infer payment from the order total alone.
Customer receives no update	Check notification settings, templates, gateway credentials, customer contact details, queues or cron jobs, and application logs.
Completed order shows incorrect elapsed time	Review server time zone, application time zone, status timestamps, and any imported or manually modified order data.
Refund is not received	Verify that a refund was initiated with the payment provider; cancelling the SigmaCart order may not automatically refund the transaction.

Order processing complete

When payment, customer details, items, assignment, notifications, delivery, and final status have all been verified, the order workflow is complete.

Order Processing #