Orders
The order lifecycle, from placed to delivered.
Every order that reaches checkout appears under Orders, paid or not. The order number
starts GS- and is what you and the customer both refer to.
Order statuses
| Status | What it means | What to do |
|---|---|---|
pending | Checkout started, payment not completed | Nothing. Most of these are abandoned. |
paid | Payment received | Fulfil it. |
confirmed | Accepted and being fulfilled | Ship it. |
failed | Payment attempted and declined | Nothing was charged. Worth a message if the customer is known. |
cancelled | Cancelled by you or the customer | Refund if money was taken. |
refunded | Money returned | — |
pending orders are not lost sales you need to chase by hand. That is what
cart recovery is for. A pile of pending orders is
normal for every store.
Reading the money
Each order stores every component separately, so the arithmetic is always checkable:
| Subtotal | Line items before anything else |
| Discount | From a coupon, if one was used — the code is stored too |
| Shipping | What was charged for delivery |
| COD fee | If you charge one for cash on delivery |
| Tax | Broken out separately |
| Total | What the customer paid |
Line items store the name and price at the time of the order. Re-pricing a product later does not rewrite history, so an order from March still shows March's price. This is why your reports stay truthful after a sale.
Fulfilling an order
- Open the order and check it — especially the address and the phone number.
- Pick and pack against the SKUs on the order.
- Create the shipment from the order screen. See Shipments and tracking.
- The customer is notified as the courier updates the parcel.
Check the phone number on COD orders
A wrong or unreachable number is the most common reason a COD parcel comes back. Thirty seconds confirming it on WhatsApp before booking costs less than a return leg.
Prepaid and COD
Both run through the same pipeline; the difference is when money arrives. Prepaid is confirmed by Razorpay before you ship. COD is collected by the courier and settled to you afterwards.
Where the order came from
The campaign that produced each order is stored on the order itself — source, medium and campaign. That means you can answer "did that ad actually sell anything" from your own database, rather than trusting an ad platform's word. See Reports.
Cancelling and refunding
- Cancel the shipment first, if one is booked. A cancelled order with a live parcel still goes out.
- Refund in the Razorpay dashboard, against the payment.
- Update the order here so your records and Razorpay's agree.
Still stuck? Message us on WhatsApp — we would rather answer than have you guess.