How an order reaches you
A shopper fills the cart on your storefront and checks out with a name, a phone number, a delivery address, and an optional note. The order lands in your dashboard immediately and, if you use the Manager app, reaches your phone at the same moment.
No card is charged at checkout. Payment is arranged between you and the customer, which is why every order starts by waiting on you.
The five stages
- New — just arrived, waiting for you to confirm it.
- Confirmed — you have spoken to the customer and the order is going ahead.
- Delivering — it has left the shop.
- Completed — the customer has it and has paid.
- Cancelled — it is not going ahead, and the stock goes back on the shelf.
An order moves forward one stage at a time, and every move is stamped with the date and time it happened.
Confirm an order
Open the order to see its lines, its totals, the customer card, and the note they left. Call the number on the card, agree the details, then confirm.
Confirming holds the stock for that customer. If the call goes the other way, cancel instead and the stock is released.
Contact the customer
The customer's name, phone number and delivery address travel with the order. In the Manager app the number is a button that opens your dialer, so you never copy a number by hand.
Deliver and complete
Mark the order as delivering when it leaves the shop, and completed when the customer has it. The two stages are separate on purpose: the gap between them is the part of your day you can actually measure.
Cancel an order
Cancel at any stage before it is completed. Every line goes back into stock, and the order stays in your history, so a cancelled order is a record rather than a gap.
Refunds
A refund on an online order is agreed with the customer and settled the way the money was taken. Record it against the order so your history matches your books.
A refund at the shop counter is a different flow with its own rules — see Returns and refunds.
Payments and settlement
Open Payments to see every transaction with its status, the order it belongs to, the method used, and the settlement it landed in. Filter by period to reconcile a day or a month against your bank.
Orders from the till
If your shop runs Dukan POS with sync switched on, sales rung up at the counter appear in the same order list, marked as coming from the till. Your revenue reporting then covers both channels at once.
When an order is waiting too long
The orders list flags an order that has sat unconfirmed. After half an hour it is marked as ageing; after two hours as overdue. The flags are there so a busy afternoon does not quietly cost you a sale.
If your store is unavailable
Call the priority support line on +993 12 75 00 45. Give your store name and roughly when the trouble started, so the team can go straight to the right window.