Order tracking and statuses

Tracking statuses tell you what stage each order is at and, if you want, email the buyer every time it moves forward. This article also covers how an order is assembled in the warehouse and how it is cancelled.

Step by step

Change an order's status

1. In the side menu, go to Sales → Orders and open the order.
2. Find the TRACKING card.
3. Choose the status in the selector.
4. If that status has customer notification enabled, the Important information field appears: write there whatever changes from order to order, such as the amount due or the tracking number.
5. Tap Update status.
6. If the status notifies the customer, confirm the notice "When updating the status, an email will automatically be sent to the customer with the information you have entered".

The status is saved with its own button, independent of saving the order.

Set up your statuses

1. In the side menu, go to Configuration → Tracking.
2. If your list is empty, entering the screen loads 7 sample statuses into the form. They are not saved yet: they only land when you tap Save.
3. Edit each card with the status Name and its Color.
4. Tick Hide state from customer if it is an internal status the buyer should not see in their portal.
5. Tick Notify Customer if you want an email to go out every time you apply that status.
6. With notification enabled, the Email notification block opens up, with the Subject and the Email content.
7. Below that is Editable template: write there the base text you will be able to adjust order by order before sending.
8. Tap Preview to see how the email will reach the buyer.
9. Use a card's bin button to delete a status, and the add button to create a new one.
10. Save.

The 7 sample statuses

A new store starts with no statuses at all. The first time you enter Configuration → Tracking with an empty list, the form is pre-filled with these seven, which you can edit, rename or delete before saving:

• UNDER REVIEW
• PURCHASE ORDER IN ASSEMBLY
• ORDER ASSEMBLED WITHOUT INVOICING
• ORDER INVOICED
• ORDER READY WITHOUT PAYMENT
• PAID ORDER READY FOR DISPATCH
• ORDER SHIPPED

Which email goes out with each status change

• If the business has addresses loaded under tracking emails, those get a copy on every status change, whether or not customer notification is enabled.
• The buyer only gets the email if the status has Notify Customer enabled.

The Email content is the fixed body and is written with a markdown editor. The variable part has two names depending on where you look at it: in the status settings it is called Editable template, and on the order, at the moment you apply it, it appears as Important information. It is the same text: what you load in the template comes pre-filled on the order and you can adjust it before sending.

The status history

From the order listing, click the clock icon inside the status chip on the row. A table opens with four columns: Date, Status, Tiempo hasta el siguiente cambio and Manager.

The time column is what shows you where orders get stuck: if every order spends three days in the same status, that is your bottleneck.

The status name resolves to the date the change happened, so renaming a status today does not rewrite old history.

Order assembly

This is the screen where your warehouse team ticks off product by product what actually goes in the box.

1. Open the order and tap the Assemble button in the header. You can also go through Sales → Order Assembly, which lists every order with its assembly state.
2. Work down the list. Each line shows Ordered (the quantity requested), Delivered (editable) and Verified (the checkbox).
3. If you cannot fill a line, lower the number in Delivered. You cannot enter more than was ordered.
4. The message icon on each line opens an observations field for that line.
5. Once all lines are verified, Finalize Assembly becomes available. Confirm.

While assembly is under way the order's button says Assembling; when it finishes it becomes Order assembled. Once finalized it cannot be edited.

Who finalized it is recorded automatically with the name of the manager who pressed the button: there is no field to write it in.

Making the order change status by itself when assembly ends

In Configuration → Tracking, above the status list, there is the Order Assembly block with two selectors:

• Order status when assembly finishes complete
• Order status when assembly finishes with missing quantities

When someone finalizes an assembly, the order moves to the matching status on its own. If you leave a selector empty, that order's tracking does not change.

Cancelling an order

1. Open the order from Sales → Orders.
2. Tap Edit order at the bottom of the detail.
3. The red Cancel order button appears at the top right.
4. Confirm in the "Cancel this order?" dialog with Yes, cancel order.

On confirmation: the order is marked as Anulated, the products go back into stock, any coupon used is released, the email notice goes to the buyer and to the business's order addresses, and if you have an ERP the cancellation is fired there too.

You have to be a manager or an administrator.

Reversing a cancellation

Open the cancelled order. At the top right, where the red button used to be, there is now the green Reactivate order button. Tapping it brings up the confirmation:

The order will return to active state and item stock will be decremented again.

If putting that stock back would leave your local stock negative, the system rejects the operation. When your ERP manages stock, that restriction does not apply.

An order cannot be deleted

No path exists that removes an order. Orders are sales history and they stay forever. If you entered a test order, or a sale that never closed, the answer is to cancel it and filter cancelled orders out of your reports. In the listing they show struck through and in red.

The seller is not assigned to the order

The seller belongs to the customer, not to the order. The listing's Seller column and filter read the seller assigned on the customer's record. To change it, go to Sales → Customers, open the record and change it there.

If you cannot find it

• You cannot see the Assemble button. Two things are needed: your user has the Order Assembly permission or is an administrator, and the order is not cancelled. The permission is granted on the managers screen, inside the Sales group. On a cancelled order the button is hidden even for administrators.
• You cannot see Sales → Order Assembly. Same permission.
• You cannot see the TRACKING card on the order. You have no statuses configured yet. Go to Configuration → Tracking and save at least one.
• You cannot see Configuration → Tracking. You need the Configuration permission. Inside the Configuration screen, this section is on the Orders tab.
• You cannot see Cancel order. It only appears after you enter Edit order, and it does not appear if the order is already cancelled.
• A status does not reach the customer. Check that it has Notify Customer enabled and that it is not marked Hide state from customer.