How Customers Track Their Orders

Updated 10/19/2026

Feature Availability	User Permissions	Time to Complete	Skill Level
Philippine and US stores with customer accounts switched on (Enable customer login and registration, on by default). The payment page for Pay by Invoice orders works for guests too	Your customers (no dashboard access needed)	About 5 minutes to read	Beginner

Summary

Overview: Customers with an account on your store can follow their orders under My Orders: the order status, payment status, delivery time and an invoice for each order. The invoice shows rider tracking links, comments you publish to the customer, and download buttons for digital products. Customers who pay by Manual Payments or Pay by Invoice upload their proof of payment at checkout or on the payment page you email them.

Prerequisites:

Customer accounts switched on. See How to Set Up Customer Accounts and Guest Checkout.
The customer is logged in to their account on your store. See What Your Customers See When They Create an Account.

Step-by-Step Instructions

Step 1: Your customer opens My Orders

The customer logs in. They can also open the account icon in your store's header.
In the My Account menu, they click My Orders.

The newest orders are listed first.

Step 2: Your customer reads the order list

On a computer screen, the list is a table with these columns:

Column	What it shows
Order ID	The order number with a picture of the first item. Clicking it opens the invoice (Step 3).
Date	When the order was placed.
Delivery Time	The scheduled delivery date and time, Deliver Now if no time was scheduled, or N/A for Store Pickup.
Store Location	Shown only if your store has more than one location. A location you turned off shows (Deactivated).
Amount	The order total.
Order Status	For example Pending, Processing, Shipped or Completed.
Payment Link	For unpaid over-the-counter (7-Eleven) payments, a Payment Link to the payment instructions. Paid orders show the words Payment Link without a link. Cash on Delivery, Cash on Pickup and other orders show N/A.
Payment Status	For example Pending or Paid.
Payment Type	How the customer paid.
Action	Add Review on Completed orders. See How Customers Leave Product Reviews.

Customers can narrow the list with the Status menu: All, Completed, Pending, Accepted, Declined, Processing, Shipped, Out for Delivery, Ready for Pickup, Delivery Cancelled, Returned or Open. They choose how many orders to show per page: 5, 10, 20 or All.

On phones and tablets, each order is a card that shows the order ID, date, status, Delivery Time, Amount, Payment Type, Payment Status and the Add Review button.

The statuses are the ones you set on the order in your dashboard. See How to Understand Order and Payment Statuses.

Step 3: Your customer opens the invoice

Clicking an Order ID opens the Invoice page. It shows:

Your logo, the store location's name and address, and your Facebook and Instagram links if you added them.
Contact: the store owner's name, email and mobile number.
Order Date, Order Status and Order ID.
Scheduled Date of Arrival, if the customer picked a delivery date.
Tracking Link: See real-time location of rider here, when the delivery has a live rider tracking link.
A QR code for the payment link, when the order has one.
For 7-Eleven payments, a Payment Code barcode the customer shows at the counter.
Billing Address and Shipping Address.
The items, with Product Type, Quantity, Unit Cost and Total.
Order Notes, then Discount:, Subtotal:, Convenience Fee:, Additional Fee:, Shipping Fee: (or Free Shipping), Taxes (with a breakdown), and the grand total.
For QR menu orders: Reference Number and Table Number.

Step 4: Your customer reads your comments

If you add a comment to the order and publish it to the customer, a Comments box appears at the bottom of the invoice with your text and any pictures you attached. Unpublished comments stay private. See How to Process and Fulfill an Order.

Step 5: Your customer downloads digital products

When a digital product order is Completed, the invoice shows, next to each digital item:

DOWNLOAD, to download the file, or
ACCESS LINK, for products that use an access link.

If the order has a combined download, a DOWNLOAD ALL button appears under the items. Before the order is Completed, there's no download button. See How to Sell Digital Products.

Step 6: Your customer uploads proof of payment (Manual Payments and Pay by Invoice)

Manual Payments (paying straight to your bank or e-wallet account) At checkout, after choosing Manual Payments, the customer:

Step 1: sends the payment to one of your accounts shown (account name, account number and QR code, if you added one).
Step 2: types the payment reference or transaction number (Enter your payment reference or transaction number.). This is optional.
Step 3: uploads a screenshot of the payment (Upload the screenshot as proof of your payment.), as a .jpg or .png of up to 10 MB.
Places the order. The button stays greyed out until a screenshot is uploaded.

The checkout says Your order will be confirmed after the merchant verifies your payment.

Pay by Invoice (you send a payment link later) At checkout, the customer sees Place your order now. [Your store] will email you a secure payment link to complete your payment. After you attach a payment link to the order, the customer opens the page from your email or text message:

Complete your payment shows the order number and the total due.
Step 1: they click Pay Now to pay through your link.
Step 2: they type the payment reference number (optional).
Step 3: they upload a screenshot (.jpg or .png, up to 10 MB) and click I've paid — submit proof. They see Proof of payment submitted. [Your store] will verify your payment shortly.

The same page then shows where things stand:

Your payment link is on its way: you haven't attached the payment link yet.
Payment under review: proof was received. The customer can click Submitted the wrong screenshot? Replace it to upload another.
Payment verified!: you marked the payment as paid.
Payment could not be verified: you declined the proof. The customer can click Open Payment Link, pay again and upload new proof.
Order cancelled: the order no longer accepts payment.

The page checks for updates every 15 seconds, so the customer sees your change without reloading.

Verify It Worked

Success criteria:

The customer sees their orders under My Orders, newest first.
Clicking an Order ID opens the Invoice with the current Order Status.
A comment you published appears in the Comments box on the invoice.
After you mark a digital order Completed, DOWNLOAD or ACCESS LINK appears on the invoice.
After a Pay by Invoice customer submits proof, their payment page shows Payment under review.

Troubleshooting

Common errors

"To submit your proof of payment, please open this page using the payment link in the email or text message from [your store].": the customer opened the payment page without the link from your message (for example by typing the address). They should open the link in your email or text again.
"Failed to submit proof of payment.": the upload didn't go through. Try again.
"10 MB max size limit reached. Try again.": the screenshot is larger than 10 MB. Take a smaller screenshot or crop it.
"Only accepts .jpg or .png.": the proof must be a .jpg or .png image.
The order isn't in My Orders: the customer must be logged in to the same account they ordered with.
My Orders asks the customer to log in: their session ended. They log in again and are taken back to their account.
No Add Review button: it appears only on Completed orders.
No download button on a digital order: the order isn't Completed yet.
The customer can't open the invoice on their phone: on phones and tablets, the order cards don't link to the invoice. The customer can open My Orders on a computer, or in a wider browser window, and click the Order ID.

Limitations & considerations

Customers can't cancel or change an order from My Orders. They need to contact you.
The Status menu only shows on computer-sized screens.
On the invoice, Shipping Address shows the same address as Billing Address.
Payment Link in the order list only links for unpaid over-the-counter (7-Eleven) payments. Pay by Invoice customers use the link in your email or text.
Manual Payments and Pay by Invoice aren't offered at checkout for Same Day/Scheduled Lalamove delivery, for scheduled delivery dates, for QR menu table orders, or when the cart has only digital products.

Next Steps & Related Resources

Next steps:
- How Customers Leave Product Reviews
- How to Process and Fulfill an Order
Related articles:

Need more help? For more information and assistance, please send an email to support@prosperna.com.

Last Updated: 10/10/2026