Orders
Process, fulfil, cancel and track orders, and set up notifications.
How to Cancel or Refund an OrderProsperna has no single Cancel or Refund button. You cancel an order by changing its Order Status, and you record a refund by changing its Payment Status. Prosperna never sends money back to your customer: you refund them yourself, the same way they paid you. Cancelling also doesn't return stock, except in one case, so you may need to add the items back to…How to Create an Order for a CustomerUse Create Order to take an order for a customer yourself, for example a phone, chat or walk-in order. You pick an existing contact or enter a guest, add products, choose delivery or pickup and a payment method, and place the order. For online payments you get a payment link and QR code to send to the customer.How to Manage Your OrdersThe Orders page lists every order your store receives, from your online store, orders you create yourself and (if you use them) QR Menu, Lazada and Shopee. You can search, filter and sort the list, open an order, export selected orders to a CSV file, and change the order or payment status of many orders at once.How to Process and Fulfill an OrderOpen an order to see everything about it, confirm the payment, move it through its statuses until the customer has it, and add notes the customer can see. For Manual Shipping and Store Pickup orders you set the status yourself. For courier orders (J&T, Lalamove and USPS) you book the courier, and the status then updates by itself. Your customer gets an…How to Set Up Customer Accounts and Guest CheckoutTwo switches decide how shoppers check out on your storefront. Customer Accounts lets shoppers create an account and log in, so they can see their orders under My Orders. Guest Checkout lets shoppers buy without an account. Both are on for new stores.How to Set Up Order NotificationsProsperna tells you about new orders in the dashboard, by email and by text message, and keeps your customers updated by email and text message as their order moves along. You can choose which team members get new-order emails, and you can change or switch off the emails your customers receive.How to Understand Order and Payment StatusesEvery order has an Order Status (where the order is in its journey) and a Payment Status (whether it has been paid). Some statuses are set by Prosperna, a courier or a payment gateway, and others you set yourself. This reference explains each one, who sets it, and what your customer sees.