XiriGo Vendor DocsOrder Management
Accepting, preparing, and shipping customer orders, as well as managing cancellations and returns. Every step explained in detail.
Order Management
This page explains every step in detail, from the moment an order arrives to its delivery. You can reach this page by following the Sales > Orders path in the left menu.
How Do Orders Come In?
When a customer selects your offer on the XiriGo app or website and places an order:
- The system automatically verifies the payment
- You receive a notification ("New order: #XG-0042")
- The order appears in your order list with a "Confirmed" status
- You also receive an email notification (if you have email notifications enabled)
Important: You must accept the order within 48 hours of receiving it. Otherwise, the order is automatically cancelled and your seller score is negatively affected.
Order List
When you click Orders in the left menu, you'll see a table showing all your orders.
Table Columns
| Column | What It Shows | Example |
|---|---|---|
| Order No | A unique number for each order. Click to go to the detail page. | XG-20260319-0042 |
| Customer | The name of the customer who placed the order | John Smith |
| Status | Which stage the order is at (coloured label) | 🟢 Delivered |
| Products | How many products are in your order | 3 items |
| Total | Order amount (before commission is deducted) | €127.50 |
| Date | Order date and time | 19 Mar 2026, 14:32 |
| Action | Actions you can take (accept, ship, etc.) | [View] button |
Order Search
You can find orders by typing in the search bar above the table:
- Search by order number: type "XG-0042"
- Search by customer name: type "John"
Results are filtered instantly as you type.
Status Filter
Click the filter button above the table to filter orders by status. Multiple statuses can be selected at once.
Order Statuses (What Each One Means)
All the statuses an order can go through are explained in detail below:
Normal Order Flow
What it means: The customer placed the order and payment was verified. The order is waiting for you to accept it.
What's expected of you: Click the "Accept Order" button. This commits you to preparing the order.
Time limit: You must accept within 48 hours.
What it means: You've accepted the order and are preparing it (picking and packing the products).
What's expected of you: Package the product and get it ready for shipping. When ready, click the "Ready to Ship" button.
What it means: The package is ready, waiting for the courier/shipping company to pick it up or for you to drop it off.
What's expected of you: Hand the package to the shipping company and click the "Ship" button. In the dialog that opens, enter the tracking number and shipping company.
What it means: Handed over to the shipping company. The customer can see the tracking number.
What's expected of you: Wait. The status will be automatically updated once delivery is complete.
What it means: The customer received the package. The order has been successfully completed!
What happens next: The sales amount is added to your account as "pending balance". After 7–14 days, it converts to "available balance" and is deposited into your bank account according to your payment schedule.
Cancellation Process
| Status | Colour | Meaning | What You Should Do |
|---|---|---|---|
| Cancellation Request | Orange | The customer wants to cancel the order | Click "Approve Cancellation" or "Reject Cancellation" |
| Cancelled | Grey | The order has been cancelled (by you, the customer, or the system) | Complete — nothing to do |
Return Process
| Status | Colour | Meaning | What You Should Do |
|---|---|---|---|
| Return Request | Orange | The customer wants to return the product | Review the request — "Approve Return" or "Reject Return" |
| Return Approved | Yellow | You approved the return; the customer is shipping the product back | Wait for the package to arrive |
| Return Rejected | Red | You rejected the return | The customer may escalate this to a dispute |
| Return Product Received | Turquoise | The returned product has arrived | Inspect the product, click "Complete Return" |
| Return Completed | Green | The return process is complete; the customer got their money back | Done |
Order Detail Page
When you click any order number in the order list, the detail page opens. This page has 6 sections:
1. Order Timeline
Shows every stage the order has been through in chronological order:
14:32 Order created — Customer: John Smith
14:32 Payment verified — via Credit Card
14:45 Order accepted — Seller: You
15:30 Marked as ready to ship — Seller: You
16:10 Shipped — Carrier: DHL, Tracking: TR12345678
18 Mar Delivered — Delivery confirmedEach step shows the date, time, and who performed the action (you, the customer, or the system).
2. Product Table
A detailed list of products in your order:
| Column | Description | Example |
|---|---|---|
| Image | Product photo (thumbnail) | [photo] |
| Product Name | Product name and variant details | Samsung Galaxy S24 Ultra - 512GB Black |
| SKU | Stock code | SGS24U-512-BLK |
| Quantity | Ordered quantity | 1 |
| Unit Price | Price per item | €1,199.00 |
| Total | Quantity x Unit Price | €1,199.00 |
3. Shipping Details
| Field | Description |
|---|---|
| Shipping Method | The shipping type the customer selected (standard, express, etc.) |
| Shipping Company | The name of the shipping company (you enter this when shipping) |
| Tracking Number | The shipment tracking number (click to track on the carrier's website) |
| Estimated Delivery | The expected delivery date |
4. Customer Details
| Field | Description |
|---|---|
| Full Name | The customer's name |
| The customer's email address | |
| Phone | The customer's phone number (if available) |
Note
Customer contact details are for order-related purposes only. To communicate with the customer, use the Communication > Messages section. Messages →
5. Delivery Address
The customer's delivery address is shown in full:
- Street and number
- District/City
- Postal code
- Country
6. Seller Notes
A section where you can add notes specific to the order. These notes are only visible to you and your team — the customer cannot see them.
Usage examples:
- "Gift-wrapped"
- "Called the customer by phone, agreed on a delivery time"
- "Return: product undamaged, added back to stock"
Order Actions — Step by Step
Accepting an Order
You can use the filter to show only "Confirmed" orders.
The detail page opens.
The order moves to "Processing" status. You're now expected to prepare and package the product.
Shipping an Order
Pack the product securely. Use extra protection for fragile items.
A dialog window opens.
| Field | What to Enter | Example |
|---|---|---|
| Shipping Company | Select from the list or type a new name | DHL, FedEx, Malta Post |
| Tracking Number | The tracking code you received from the shipping company | TR12345678901 |
| Note (optional) | Additional info | "Shipped in 2 parcels" |
The order moves to "Shipped" status. The customer receives the tracking number via email and app notification.
Tip
Make sure you enter the tracking number correctly! If you enter the wrong tracking number, the customer won't be able to track the shipment and may message you or open a dispute.
Cancellation Request Management
When a customer requests a cancellation:
You'll see a notification like "Cancellation request for order #XG-0042".
Review the cancellation reason. The customer may have provided a reason.
Approve Cancellation: The order is cancelled and the customer gets their money back.
Reject Cancellation: You must provide a reason for rejection. The customer may escalate this to a dispute.
When to approve, when to reject?
- If the product hasn't been shipped yet → Approve the cancellation (for customer satisfaction)
- If the product is already in transit → Reject the cancellation and explain the reason ("The product has been shipped; you can open a return request after delivery")
Return Request Management
When a customer wants to return a product they've received:
On the order detail page:
- Return reason (damaged product, wrong product, change of mind, etc.)
- Photos uploaded by the customer (if any)
- Products being returned
Approve Return: The customer receives instructions to ship the product back. The order moves to "Return Approved" status.
Reject Return: Providing a reason is mandatory. For example: "The product has been used; it does not comply with our return policy." The customer may escalate this to a dispute.
The customer ships the product back. When it arrives, click the "Product Received" button on the order detail page.
Verify that the product meets the return conditions (undamaged, complete, unused, etc.)
Click the "Complete Return" button. The platform automatically refunds the customer's money. The refund amount is deducted from your balance.
Tip
Respond to return requests quickly! Responding within 24 hours positively affects your seller score and reduces the risk of disputes.
Bulk Order Acceptance
If you have many orders, you can accept them in bulk instead of one by one:
- Tick the checkboxes of the orders you want to accept in the order list
- Click the "Accept Selected" button that appears above the table
- Click "Confirm" in the confirmation dialog
All selected orders move to "Processing" status at once.
Order Performance Tips
Related Pages
Dashboard (Home Page)
The first page you see when you log into the panel. Daily sales summary, recent orders, announcements, stock alerts, and notifications — all on one screen.
Offer Management
Creating offers for products, setting prices and stock, shipping settings, bulk updates, and offer history. Every step explained in detail.