Order Status and Tracking

Order tracking is essential for customer service and business operations. This guide covers how to monitor order progress, update statuses, and communicate effectively with customers about their orders.

## Order Status Overview ### Understanding Order Statuses Sederly uses a comprehensive status system to track orders through their lifecycle: #### Primary Order Statuses: - **Draft**: Order created but not yet finalized - **Pending**: Order confirmed, awaiting payment or approval - **Paid**: Payment received, ready for processing - **Processing**: Order being prepared or manufactured - **Ready**: Order prepared and ready for pickup/delivery - **Shipped**: Order sent to customer (for delivery orders) - **Delivered**: Order received by customer - **Completed**: Order fully fulfilled and closed - **Cancelled**: Order cancelled before completion - **Returned**: Customer returned the order #### Secondary Statuses: - **On Hold**: Temporarily paused (awaiting information, stock, etc.) - **Partially Shipped**: Some items shipped, others pending - **Backordered**: Items not in stock, order waiting for inventory - **Refunded**: Payment returned to customer ## Order Tracking Interface ### Accessing Order Information #### Finding Orders: 1. **Orders Dashboard**: Main order management interface 2. **Search Function**: Find specific orders by number, customer, or product 3. **Customer Profile**: View all orders for a specific customer 4. **Reports Section**: Access order analytics and summaries #### Order List View: - **Order Number**: Unique identifier for each order - **Customer Name**: Who placed the order - **Order Date**: When the order was created - **Status**: Current order status with color coding - **Total Amount**: Order value - **Actions**: Quick action buttons (view, edit, update status) ### Order Detail View #### Order Information Sections: - **Order Summary**: Basic order details and current status - **Customer Information**: Contact details and delivery address - **Line Items**: Products/services ordered with quantities and pricing - **Payment Information**: Payment method, amounts, and transaction details - **Status History**: Timeline of all status changes - **Notes and Comments**: Internal notes and customer communications #### Status Timeline: The status timeline shows: - **Date and Time**: When each status change occurred - **Status Change**: From what status to what status - **User**: Who made the change - **Notes**: Any comments added during the change - **Duration**: How long the order spent in each status ## Managing Order Status ### Updating Order Status #### Manual Status Updates: 1. **Open Order Details**: Click on order from list view 2. **Click "Update Status"**: Located near current status 3. **Select New Status**: Choose appropriate status from dropdown 4. **Add Notes**: Include relevant information about the change 5. **Notify Customer**: Choose whether to send customer notification 6. **Save Changes**: Confirm the status update #### Bulk Status Updates: For multiple orders: 1. **Select Orders**: Check boxes for orders to update 2. **Choose "Bulk Actions"**: From the actions menu 3. **Select "Update Status"**: Choose bulk status update 4. **Set New Status**: Apply same status to all selected orders 5. **Add Bulk Notes**: Optional notes for all orders 6. **Confirm Changes**: Apply updates to all selected orders ### Automated Status Updates #### System-Triggered Updates: - **Payment Received**: Automatically changes from "Pending" to "Paid" - **Shipping Integration**: Updates to "Shipped" when tracking number is generated - **Delivery Confirmation**: Changes to "Delivered" when delivery is confirmed - **Return Processing**: Updates to "Returned" when return is processed #### Workflow Rules: Set up automatic status changes based on: - **Time-based triggers**: Change status after specific time periods - **Action-based triggers**: Status changes when certain actions occur - **Condition-based triggers**: Status changes when conditions are met - **Integration triggers**: External system updates trigger status changes ## Customer Communication ### Notification Settings #### Automatic Notifications: Configure automatic emails/SMS for: - **Order Confirmation**: When order is placed - **Payment Confirmation**: When payment is received - **Processing Started**: When order preparation begins - **Ready for Pickup**: When order is ready - **Shipped**: When order is dispatched - **Delivered**: When delivery is confirmed #### Manual Notifications: Send custom messages for: - **Delays**: Inform customers about unexpected delays - **Special Instructions**: Provide additional information - **Status Updates**: Manual updates with personalized messages - **Problem Resolution**: Communication about issues and solutions ### Customer Portal Access #### Self-Service Tracking: If customer portal is enabled: - **Order Lookup**: Customers can check their order status - **Tracking Information**: Real-time status updates - **Delivery Updates**: Shipping and delivery information - **Communication History**: View all notifications and messages ## Tracking Workflows ### Standard Order Workflow #### Retail/In-Store Orders: 1. **Draft** → Customer selects products 2. **Pending** → Order confirmed, payment processing 3. **Paid** → Payment received 4. **Processing** → Order being prepared (if applicable) 5. **Ready** → Order ready for customer pickup 6. **Completed** → Customer receives order #### Delivery Orders: 1. **Draft** → Order creation 2. **Pending** → Awaiting payment 3. **Paid** → Payment confirmed 4. **Processing** → Order preparation 5. **Ready** → Prepared for shipping 6. **Shipped** → In transit to customer 7. **Delivered** → Received by customer 8. **Completed** → Order closed #### Service Orders: 1. **Draft** → Service request created 2. **Pending** → Awaiting approval/scheduling 3. **Paid** → Payment received (if upfront) 4. **Scheduled** → Service appointment set 5. **In Progress** → Service being performed 6. **Completed** → Service finished 7. **Paid** → Final payment (if after service) ### Special Scenarios #### Backorder Management: 1. **Identify Backorder**: Items not in stock 2. **Update Status**: Change to "Backordered" 3. **Notify Customer**: Inform about delay and expected date 4. **Monitor Inventory**: Track when items become available 5. **Update When Available**: Change status when items arrive 6. **Process Normally**: Continue with standard workflow #### Partial Shipments: 1. **Identify Available Items**: Determine what can ship immediately 2. **Create Partial Shipment**: Ship available items 3. **Update Status**: "Partially Shipped" 4. **Track Remaining Items**: Monitor backorder status 5. **Ship Remaining**: When all items available 6. **Complete Order**: When all items delivered ## Reporting and Analytics ### Order Tracking Reports #### Key Metrics: - **Average Processing Time**: Time from order to completion - **Status Duration**: How long orders spend in each status - **On-Time Delivery Rate**: Percentage of orders delivered on time - **Customer Satisfaction**: Based on delivery performance - **Bottleneck Analysis**: Identify where delays occur #### Available Reports: - **Order Status Summary**: Current status of all active orders - **Processing Time Analysis**: Performance metrics by time period - **Customer Communication Log**: History of all customer notifications - **Delivery Performance**: Shipping and delivery statistics - **Exception Reports**: Orders with issues or delays ### Performance Optimization #### Identifying Improvements: - **Analyze Processing Times**: Find stages that take too long - **Review Customer Feedback**: Identify communication gaps - **Monitor Staff Performance**: Track individual processing efficiency - **Evaluate Workflow**: Look for process improvements - **Technology Integration**: Identify automation opportunities ## Best Practices ### Efficient Order Tracking #### Operational Excellence: - **Update Status Promptly**: Change status as soon as work is completed - **Add Meaningful Notes**: Include relevant details about progress - **Communicate Proactively**: Inform customers before they ask - **Monitor Regularly**: Check order status throughout the day - **Train Staff**: Ensure everyone understands the process #### Customer Service: - **Set Expectations**: Clearly communicate timelines - **Provide Updates**: Regular status updates for long processes - **Handle Issues Quickly**: Address problems immediately - **Be Transparent**: Honest communication about delays or issues - **Follow Up**: Confirm customer satisfaction after completion ### Common Mistakes to Avoid #### Process Errors: - **Forgetting Status Updates**: Leaving orders in wrong status - **Inconsistent Communication**: Mixed messages to customers - **Delayed Notifications**: Not informing customers promptly - **Missing Documentation**: Failing to add notes about changes - **Skipping Steps**: Not following proper workflow sequence ## Troubleshooting ### Common Tracking Issues #### Status Not Updating: - **Check Permissions**: Ensure user can modify order status - **Verify Workflow Rules**: Confirm status change is allowed - **Review System Status**: Check for technical issues - **Clear Browser Cache**: Refresh page and try again #### Customer Not Receiving Notifications: - **Verify Email Address**: Confirm customer contact information - **Check Spam Filters**: Notifications may be filtered - **Review Notification Settings**: Ensure notifications are enabled - **Test Email System**: Send test notification #### Tracking Information Missing: - **Check Integration Status**: Verify shipping integration is working - **Update Tracking Numbers**: Ensure tracking info is entered correctly - **Refresh Data**: Force update from shipping provider - **Contact Shipping Provider**: Verify tracking number validity ### Getting Help #### Support Resources: - **Help Documentation**: Comprehensive guides and tutorials - **Video Training**: Visual demonstrations of tracking processes - **Support Team**: Direct assistance with complex issues - **Community Forum**: Connect with other users for tips ## Quick Reference ### Status Change Shortcuts - **Ctrl + U**: Quick status update - **F6**: Add order notes - **F7**: Send customer notification - **F8**: View order history ### Important Reminders - Always add notes when changing status - Notify customers of significant changes - Monitor orders regularly throughout the day - Follow up on delayed or problematic orders - Keep customer contact information current