Managing orders

Orders in your Eekaam admin lists every order, newest first. The strip at the top shows totals for orders, unfulfilled, fulfilled, cancelled and revenue.

An order reaches the list in one of three ways, shown in the Channel column:

Channel	Where it came from
Online Store	A shopper checked out on your storefront
Draft Orders	You created it with Create order
Import	It came in from a CSV

Order numbers count up from 1001. Set a prefix and suffix under Settings → Checkout → Order number format.

Statuses

Every order has two statuses of its own: one for the money, one for the parcel.

Payment

Status	Meaning
Pending	Not paid yet. Cash on delivery orders stay here until you mark them paid.
Paid	Payment received
Failed	The payment provider declined the payment
Refunded	Money returned through the payment provider

Fulfillment

Status	Meaning
Unfulfilled	Not yet packed
Fulfilled	Packed, with a courier and tracking number recorded
Shipped	Handed to the courier
Delivered	Received by the customer
Cancelled	Cancelled; it will not be fulfilled

An order paid online stays Pending until the provider confirms the payment. If orders stay pending after shoppers have paid, the notification URL is usually missing from your provider's dashboard. See Connecting a payment provider.

Processing an order

1. Open the order. Check the items, the shipping address and the payment status.
2. Press Fulfill order. Pick the courier (TCS, Leopard Courier, TRAX, PostEx, Call Courier or Other), enter the tracking number, and confirm. The order becomes Fulfilled.
3. Once the courier collects it, press Mark as shipped. The customer is emailed that the order is on its way.
4. Once it arrives, press Mark as delivered.

The courier choice and tracking number are a record for you and your customer. Eekaam does not book the pickup with the courier or pull tracking updates from them. To correct either, use Edit tracking.

For cash on delivery, press Mark as paid in the payment section once the courier has handed over the money.

Editing an order

Under More actions you can Edit contact (email and phone) and Edit tags. Use the pencil beside Shipping address to change the delivery address. Line items and prices can't be edited after the order is placed.

Timeline records every change and who made it. Leave a comment there for your team; only staff can see comments, never the customer.

Cancelling

More actions → Cancel order is available only while an order is Unfulfilled. You can add a reason, which is saved to the order's notes. The customer is emailed that the order was cancelled.

Cancelling does not refund the payment and does not put the items back in stock. Refund a paid order separately, and adjust stock under Products → Inventory.

Refunds

Refund appears on an order that is Paid through a connected payment provider. It returns the full order total through that provider, using your own merchant credentials, and marks the order Refunded. The refund happens immediately and cannot be reversed.

If the provider rejects the refund, its message is shown as it arrived, and Eekaam does not try again automatically, so you can never refund twice by accident. Partial refunds aren't available from the admin.

Cash on delivery orders have no Refund button. Return that money to the customer yourself, outside Eekaam.

Creating an order yourself

Orders → Create order is for sales taken by phone, DM or in person. Add products and quantities, enter the customer's name, email and phone, set Payment status to Payment pending or Paid, and add any shipping charge, notes and tags.

• Products are added at their current product price. You can't choose a variant.
• Stock is deducted for products that track inventory.
• If a customer with that phone number or email already exists, the order is linked to them. If not, a new customer is created.

The order is created straight away and appears under the Draft Orders channel.

Finding orders

The tabs across the list filter by fulfillment status: All, Unfulfilled, Fulfilled and Cancelled. The Fulfilled tab shows only orders at Fulfilled; shipped and delivered orders appear under All.

The search icon searches by order number, email or phone. To see every order from one customer, open their profile and use View all orders.

Abandoned checkouts

Orders → Abandoned checkouts lists shoppers who started checkout without finishing. Open one to send a cart recovery email. The list shows whether an email was sent and whether the checkout was later recovered.

Import and export

Export downloads the orders currently shown, with your tab and search applied. More actions → Import orders takes a CSV in the same format. It matches existing orders by order number and updates their status, tracking, notes and tags, and creates any orders it doesn't recognise. See Exporting your data for the columns.

Who can do what

Viewing orders needs View orders. Fulfilling, cancelling and creating orders need Edit orders. Marking an order paid and issuing refunds need Manage order payments. Tags need Manage order tags, and timeline comments need Manage order notes. See Staff and permissions.