Order Management
Detailed guide on managing the order lifecycle in Safaribid Business.
Order Management
Tracking and fulfilling orders efficiently is critical for maintaining high customer satisfaction.
Order Lifecycle
Every order on Safaribid follows a structured path:
- Pending: Order placed by the customer, awaiting payment confirmation.
- Paid: Payment verified, merchant is notified to begin preparation.
- Preparing: Merchant has accepted the order and is packing/preparing the items.
- Ready for Pickup: Preparation complete, rider is being dispatched.
- Dispatched: Rider has picked up the package and is in transit.
- Completed: Package delivered and customer confirmation received.
Managing Orders in the Dashboard
The Orders tab provides a real-time view of all transactions:
Order Details
Click on any order to view:
- Items ordered and their variants.
- Customer details (name, phone, delivery address).
- Payment status (M-Pesa, Card, Wallet).
- Timeline of all status changes.
Quick Actions
- Accept Order: Confirm you can fulfill the request.
- Print Receipt: Generate a thermal or PDF receipt for the package.
- Message Customer: Chat directly with the customer for clarifications.
- Cancel Order: Use this only when fulfillment is impossible (requires a reason).
Fulfillment Options
- On-demand: Dispatch a Safaribid rider immediately.
- Scheduled: Set a specific time for the rider to arrive.
- Self-Pickup: Customer comes to your location to collect the items.
Handling Issues
- Customer Cancellations: You are notified immediately. If preparation had started, you may be eligible for a partial payout.
- Payment Failures: Orders remain in "Pending" status. Do not prepare items until the status changes to "Paid".
- Rider Delays: Track rider location in the Deliveries tab and communicate with the customer if necessary.