Orders & confirmation

Where orders come from

Every order placed on your Shopify store appears in the app automatically; the system checks Shopify every 10 minutes. There's also a Refresh button that pulls the last 60 days if you ever want to force it. If syncing stops (internet issue, expired token), the Orders page shows a warning instead of quietly going stale.

The queue

• Newest first by default, 100 per page, with an Oldest first switch so aged orders can't hide at the bottom.
• Every order shows its age in hours, colour-coded: grey under 24h, yellow 24–48h, red past 48h.
• Filter by fulfilment status, payment type (COD/prepaid), confirmation state, or any Shopify tag. Search by order number, customer name, phone, or AWB.

Confirmation: your safety valve before shipping

Every order carries one of these states:

You pick the policy in settings:

• Every order must be confirmed (safest, typical for COD-heavy brands)
• Only COD needs confirmation: prepaid ships straight away
• No confirmation step: everything new is shippable

Holds and cancellations block shipping in every mode: a held order cannot be packed or shipped, full stop. Cancelled orders also get a "cancel" tag pushed back to Shopify so your store reflects reality.

The order page

One screen per order: items (with colour/personalisation, editable by support with an audit note), customer + address (correctable before shipping), payment info, shipping status + tracking, notes (synced to Shopify), extra payments, NDR follow-ups, returns, packing state, and the full activity history: who did what, when.

The needs-attention queue

One button on the Orders page collects everything that's stuck:

• unconfirmed or held orders past your ship-within target (default 24h), respecting your confirmation policy: with confirmation off (or COD-only, for prepaid orders) an untouched order counts as ready, not unconfirmed
• orders that are ready to ship but have no courier assigned
• parcels packed but never handed to the courier
• parcels handed over that the courier hasn't moved
• orders flagged by your own error rules (when a rule is set to needs-attention severity)
• failed AWB/label/pickup attempts, failed background jobs
• inventory problems (unknown SKUs, negative stock)

Each item links to the place you fix it, and disappears once you have. What counts as "stuck" is yours to tune in Settings → Operations policies: the ship-within target, how long a packed parcel may sit without courier movement (default 12h), and how old the last Shopify sync may be before the stale banner shows (default 45 minutes).