Understanding The Order Lifecycle
Placed
This is the moment the customer confirms their purchase and payment is successfully received.
The order will appear in your Vendor Dashboard under Orders.
You’ll see the product(s), quantity, delivery address, and any special notes.
Stock levels automatically reduce to reflect the order.
Orders remain in “processing” until you ship the order.
Processing
At this stage, you are preparing the order for dispatch.
Vendor responsibilities include:
- Picking the correct items.
- Conducting quality checks.
- Packaging securely to meet shipping guidelines.
- Updating the order with shipping details if required.
Ensure packaging and labelling comply with courier and Kapsule standards to avoid delays.
Set aside specific times each day to process orders — this keeps workflow consistent and prevents backlogs.
Completed
The order is handed over to the courier and is on its way to the customer.
Key actions:
- Mark the order as “Completed” in your dashboard.
- Enter tracking information (if available).
- Inform the customer by ensuring automated notifications are enabled.
Tracking details greatly reduce customer support requests, as buyers can monitor delivery progress themselves.
Do not mark an order as dispatched before it has physically left your possession.
Delivered
This is the final stage of the lifecycle. The customer has received their order.
- Courier systems may automatically update delivery status.
- Customers can confirm receipt and leave reviews.
- Any post-sale issues (returns, exchanges, support) are managed according to Kapsule’s policies.
“A sale is not complete until the customer is satisfied with their purchase.”
Best practices for managing orders
- Review orders daily to avoid delays.
- Always communicate clearly with customers if there are stock or shipping issues.
- Use tracking numbers wherever possible.
- Keep accurate records for accounting, inventory, and reporting.
FAQs
1: What if I run out of stock after an order is placed?
Contact the customer immediately via the Vendor Dashboard and offer alternatives, or process a cancellation if necessary.
2: Do I need to provide tracking information for every order?
It is strongly recommended, especially for higher-value items, to reduce disputes and customer support queries.
3: Can I edit an order once it is placed?
In most cases, no. Customers must cancel or amend via their account, or you can liaise with Support if an error occurs.
4: What happens if a delivery fails?
Failed deliveries usually return to the courier’s depot. Contact the customer promptly to arrange redelivery or update address details.
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