Handle online orders: payment, packing, shipping and refunds

What the Orders page is for

Orders lists every order placed in your store. Online orders and counter bills are both here. A counter bill has a small "Counter" tag next to its order number.

At the top is the Order inbox: four work queues with a count each. Tap a queue to see only the orders waiting for that job. Each row then has its one action button, so you can run the shop from your phone.

Click any row to open the order. The order page shows the items, the payment, the delivery address, the buyer's note and the shipments, and lets you change the status.

• To open Orders you need the "View orders" permission. To change a status, add tracking or record a refund you need "Manage orders".
• The Export button downloads all orders as a CSV file. It needs the "Export data" permission.
• Orders still waiting for an online payment are hidden from the normal list. Tap the "Awaiting payment" chip to see them.

Handle a new order in 5 steps

1. 1

   Open the queue that has a number

   Orders → Order inbox

   To verify means a buyer paid by UPI to your account and sent a proof. COD to accept shows only if your store asks to accept each cash-on-delivery order. To pack and To ship are orders ready for the next step.

   A queue with nothing in it shows 0, so you know it is all clear.

2. 2

   Check the payment

   Order page → Payment card

   The Payment card says how the buyer paid and what is still due. "Paid" means the money is in. "Collect at the door" means a COD order: the courier collects the amount shown under "Due at the door".

   For a UPI proof, open your bank or UPI app and check the money really arrived before you tap "Payment received — approve".

   Screenshots can be faked. The money in your account is the only proof.

3. 3

   Pack it

   Order inbox → To pack → Mark packed

   Pack the items, then tap "Mark packed" on the row. The order moves to To ship.

4. 4

   Ship it with a tracking number

   Order inbox → To ship → Add tracking

   Open the order. Under Shipments, tap "New shipment", type the Courier (for example Delhivery) and the Tracking no. (AWB), and tap "Create shipment". The buyer gets the tracking.

   If you connected Shiprocket or Borzo, tap "Book with …" instead. The courier picks the parcel up and the tracking number is saved for you.

5. 5

   Move the shipment along until Delivered

   Order page → Shipments

   Tap "Mark dispatched" when the courier takes it, then "Mark out for delivery" and "Mark delivered". When every parcel of the order is delivered, the order becomes Fulfilled by itself.

   If the courier says the delivery failed, tap "Delivery failed…" and pick the reason. The order then shows in Failed deliveries.

The Order inbox: what each queue means

The same four counts show on your Dashboard. Each one opens Orders on that queue, and each row carries its next action.

• To verify: a buyer chose "UPI to your account" and sent a payment proof. The row button is "Review payment". It opens the order, where you see the amount, the UTR and the screenshot.
• COD to accept: only when "Accept each COD order first" is on (Settings → Cash on delivery). Accept or Reject right in the row. Reject cancels the order, puts the stock back and tells the buyer.
• To pack: confirmed orders, and placed orders that need no further check, that have not been packed or sent. The row button is "Mark packed".
• To ship: packed orders that haven't been dispatched yet. The row button is "Add tracking", plus "Book with …" when a courier account is connected.
• All orders: the normal list, with search, status, channel, dates and sort.

Order statuses

Every order has one status. You can change it on the order page under Manage order, except where noted below.

• Placed: the buyer placed the order. Nothing has been confirmed yet.
• Confirmed: you accepted the order or a shipment was created for it. Creating a shipment confirms a placed order by itself.
• Fulfilled: the order is delivered or handed over. Reward points for the order are given to the buyer at this point, not before.
• Cancelled: final. A cancelled order can't be reopened. The stock goes back on sale, and any coupon, points, udhaar entry or store credit used on it is returned to the buyer.
• Awaiting payment: the buyer started an online payment but hasn't finished. The order cancels itself if the payment doesn't arrive in time ("Wait for online payment" in Settings → Payments), and the items go back to the buyer's cart. You can cancel it, but you can't confirm it.
• Verify UPI payment: the buyer paid by UPI to your account. Only the Verify UPI payment panel can confirm it. The status list offers only Cancel.

Cancelling an order can't be undone Choose Cancelled only when you are sure. The stock goes back on sale, the buyer gets back their coupon, points, udhaar and store credit, and the buyer is told. If the buyer paid online, the order shows "Refund due" until you record the refund.

The order page

The top of the page shows the order number, when it was placed and its status. The Invoice and Receipt buttons open printable copies. They don't show while an order is still waiting for payment.

Below that you see Buyer, Items and Subtotal, then the item table with Discount, Shipping, COD fee, Tax, points and store credit used, and the Total. For a part-payment COD order you also see "Paid online (advance)" and "Collect on delivery".

On the right: Manage order (status and internal note) and Shipments. A COD order also shows COD risk.

A counter bill has a bill card at the top instead of Manage order. Counter bills are cancelled or edited from that card, with a reason, so the stock, till and GST stay right. See the counter billing guide.

• Manage order → Status: pick the new status and tap Update. Statuses the order can't move to are not listed.
• Manage order → Internal note: a note only your staff see, for example "Customer asked to deliver after 6 pm". The buyer never sees it.
• Buyer note: what the buyer typed at checkout.
• Delivery address: name, phone and full address saved with the order. Changing the buyer's address later does not change it.

The Payment card

Method says how the buyer chose to pay: Cash on delivery, Part payment, Online, Business credit, UPI to your account or Paid at the counter.

The chip on the right says where the money stands: Paid (with the time), Collect at the door, Advance not received, On credit, Unpaid, Awaiting payment, or "Nothing to collect · cancelled".

Every online payment try is listed with its time, the gateway, its reference and Paid, Failed or Started. When a buyer says "the money left my account", search that reference in your Razorpay or Cashfree dashboard.

Verify a UPI payment

1. 1

   Open the order from To verify

   The Verify UPI payment panel shows the Amount, the UTR (UPI transaction ID) and the buyer's screenshot.

2. 2

   Check your bank or UPI app

   Look for the exact amount, for example ₹1,240, and match the UTR if the buyer gave one.

   If no proof arrives, the order cancels itself at the time shown on the panel.

   Only approve if the money is in your account. A screenshot alone is not proof.

3. 3

   Approve or reject

   "Payment received — approve" confirms the order and tells the buyer.

   "Not received — reject" cancels the order, puts the stock back and tells the buyer the reason you type. For example: "No payment received for this amount".

Accept or reject a COD order

When "Accept each COD order first" is on in Settings → Cash on delivery, every new COD order waits in COD to accept. Call the buyer if you are unsure.

Accept confirms the order. Reject cancels it, puts the stock back and tells the buyer.

COD risk

A COD order shows a COD risk card with a score from 1 to 100 and a band: Low, Medium or High. The score is worked out from your own delivery history, so it gets better as you record more deliveries and returns.

Each reason is listed with its points, for example "Past RTOs from this buyer", "No delivery history with your store yet", "Elevated RTO rate in this pincode area", "Order value near your COD ceiling", "Very short address line" or "No phone number on the address".

By default the score is for information only. To refuse COD for risky buyers at checkout, turn on "Block risky COD orders" in Settings → Cash on delivery. Those buyers can still pay online.

Shipments: tracking and delivery steps

A shipment is one parcel. Tap "New shipment", type the Courier, Tracking no. and Tracking link (all optional), and tap "Create shipment". If your store has delivery history, courier suggestions show under Courier with how well each one delivered. Tap one to fill it.

Each shipment moves one step at a time: Confirmed → Packed → Ready → Dispatched → Out for delivery → Delivered. Use the "Mark …" buttons. You can't skip back.

While a parcel is Dispatched or Out for delivery you can also tap "Delivery failed…" and pick a reason: Customer unavailable, Address issue, Refused delivery, COD amount not ready or Other. Add the courier's remark if you have it, then "Record failed attempt". The buyer is told.

"Mark returned (RTO)" is for a parcel the courier is sending back to you.

• Shipments don't show while an order waits for payment or UPI verification.
• A return pickup also shows here as "Return pickup", with a link to the return.

Book a courier from the order (Shiprocket or Borzo)

Connect your own Shiprocket or Borzo account in Settings → Shipping & delivery → Courier accounts. A "Book with …" button then shows on the order and on the To ship rows.

Tap it, type the Parcel weight (grams) and tap "Check price" if you want a quote. With Shiprocket you can pick a courier from the list; "Recommended" is marked. Tap "Book pickup". The courier collects from your pickup address and the tracking number is saved on the order.

"Cancel booking" works only before pickup. The courier is told and the tracking number is removed.

• Typing a courier and tracking number by hand keeps working even with a courier connected.
• You can book only while the order has no shipment with tracking yet.

Record a refund ("Refund due")

1. 1

   Find orders that owe money back

   Orders → "Refund due" chip

   When an order that was paid online is cancelled, it shows "Refund due" in the list and a "Refund due · ₹…" card at the top of the order page.

2. 2

   Refund from your payment gateway

   Slaby doesn't send the money back for you. Open your Razorpay or Cashfree dashboard and refund the amount shown, for example ₹1,240.

3. 3

   Mark it refunded

   Back on the order, type the gateway refund ID or UTR in "Refund reference (optional)" and tap "Mark as refunded". The buyer is told, and the card changes to "Refunded ₹…" with the date.

   If the amount changed since the page loaded (another payment arrived), Slaby refuses and asks you to reload. Check the new amount first.

Failed deliveries (NDR)

Failed deliveries (Sales → Failed deliveries in the menu) lists every shipment whose last delivery attempt failed, oldest first. Each row shows the order, how many attempts failed, the buyer, the city and pincode, the courier and the last reason.

Call the buyer, then pick one: Reattempt (the parcel goes back to Out for delivery) or Return (RTO) (the courier sends it back to you).

After 3 failed attempts (the default) the row says "consider RTO". Change the number in Settings → Cash on delivery → "Delivery attempts before return".

• You record a failed attempt from the order's Shipments panel ("Delivery failed…"). It lands here by itself.
• Opening the page needs the "View orders" permission.

Match COD cash from your courier (COD remittance)

1. 1

   See what the couriers still owe you

   Sales → COD remittance in the menu

   "Outstanding with couriers" is the cash from delivered (Fulfilled) COD and part-COD orders that hasn't been matched to a bank credit yet. Each row shows the order, the COD amount, when it was placed and how many days it has been Waiting.

2. 2

   Tick the orders the courier paid for

   Your courier's remittance report lists the orders in each bank credit. Tick the same orders here.

3. 3

   Record the batch

   Type the Bank / courier reference (UTR), the Amount credited to your bank, and a Note if you like (for example "COD fee deducted"). Tap "Record batch".

4. 4

   Check the Gap

   Batch history shows Expected, Credited and the Gap for every batch. A red Gap means the courier paid less than the orders were worth, often because of their COD fee. Take it up with the courier if it isn't their agreed fee.

What the labels mean

Order #

The order number buyers see on their invoice and messages. Counter bills have a "Counter" tag beside it.e.g. ORD-01048

Subtotal

The value of the items before shipping, tax, points and store credit. The order page shows the full Total.e.g. 2 × ₹450 = Subtotal ₹900

Channel

Online is your website. Counter is bills from counter billing. All channels shows both.e.g. Pick Counter to see only shop bills.

Refund due

An online-paid order that was cancelled. The money has to go back to the buyer from your gateway, then you mark it refunded.e.g. Refund due · ₹1,240

Due at the door

On a COD order: what the courier collects in cash, after any advance, points and store credit.e.g. Total ₹1,500 − advance ₹300 = ₹1,200 at the door

Internal note

A note only your staff see. It is saved with the order when you tap Update.e.g. Packed by Ravi, fragile

COD risk

A score from 1 to 100 from your own delivery history. Higher means more chance the parcel comes back unpaid.e.g. High · 80 — first order, short address

Tracking no.

The courier's AWB number for the parcel. The buyer gets it with the tracking link.e.g. 1234567890123

Gap

On COD remittance: Credited minus Expected for a batch. Below zero means the courier paid less.e.g. Expected ₹10,000, credited ₹9,820 → Gap −₹180

Read next

• ReturnsApprove a return, book the pickup and settle it.
• Counter billingCounter bills show in Orders too; cancel or edit them from their bill card.
• Delivery, COD and returnsShipping rates, COD rules and return policy.
• RazorpayWhere to find a payment and refund it.
• CashfreeSame for Cashfree.
• GST billingInvoices and GST on every order.

Common questions

Why can't I see an order the buyer says they placed?

It is probably still waiting for the online payment. Tap the "Awaiting payment" chip. If the payment never arrives, the order cancels itself and the items go back to the buyer's cart.

A buyer sent a UPI screenshot. Can I approve it?

Only after you see the money in your bank or UPI app. Screenshots can be faked. Open the order from To verify, check the amount and UTR, then tap "Payment received — approve".

How do I add a tracking number?

Open the order, tap "New shipment" under Shipments, type the courier and the tracking number, and tap "Create shipment". The buyer gets the tracking.

When does an order become Fulfilled?

By itself, when every parcel of the order is marked Delivered. You can also set Fulfilled by hand in Manage order, for example when the buyer collected from the shop.

I cancelled an order by mistake. Can I undo it?

No. Cancelled is final, because the stock, coupon, points and store credit have already gone back. Ask the buyer to order again.

The buyer paid online and I cancelled. How do they get the money back?

Refund it from your Razorpay or Cashfree dashboard, then open the order and tap "Mark as refunded" with the refund ID. Slaby never holds your money, so it can't refund for you.

Why can't I change the status of a counter bill?

Counter bills are cancelled or edited from the bill card at the top of the order page, with a reason. That keeps the stock, the till and the GST right.

What is NDR?

A failed delivery: the courier tried but couldn't deliver. Record it with "Delivery failed…" on the shipment, then decide in Failed deliveries whether to Reattempt or Return (RTO).

Can I stop risky COD orders?

Yes. Turn on "Block risky COD orders" in Settings → Cash on delivery and set "Refuse COD at risk score". Buyers above it can still pay online.

How do I know the courier paid me for COD orders?

Open COD remittance. Tick the orders in the courier's bank credit, type the UTR and the amount credited, and tap "Record batch". The Gap shows any short payment.

Can I download my orders to Excel?

Yes. Tap Export on the Orders page for a CSV file that opens in Excel. You need the "Export data" permission. For GST files use Reports.