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The E-Commerce App supports two fulfillment types. Customers choose at checkout; your staff handles each differently once picking is done.

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At a glance

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Enabling pickup

Pickup is off by default — all orders are treated as delivery. To turn on pickup:
1

Open store settings

Click Open Dashboard on the app, then go to Settings → Store Settings.
2

Enable pickup

Toggle Pickup Enabled.
3

Set pickup location

Fill in Pickup Location with the shop address customers should come to. Add any Pickup Instructions (e.g. “Ask at counter” or “Parking behind the building”).
4

Save

Customers now see a delivery-or-pickup choice on checkout.
Keep pickup enabled for stores where customers regularly walk in — it saves on delivery costs and speeds up turnaround. Many customers prefer pickup if they’re nearby.

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The delivery flow

At each step, the customer gets a WhatsApp message. Your staff advances the status from the order detail page using the action buttons.

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The pickup flow

Pickup orders skip the Shipped / Out for Delivery steps entirely.
After picking auto-completes, pickup orders jump straight to Ready for Pickup — the customer gets an instant WhatsApp message with your store address and collection instructions. No manual action needed by staff.

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What staff actually does

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For delivery orders

1

Confirm the order

New order comes in. Click Confirm Order in the admin dashboard.
2

Pick the items

Generate Pick QR, scan, pick items. See the Pick & Pack guide.
3

Prepare for dispatch

Picking auto-completes → status is “Preparing”. Pack the items, add a delivery label.
4

Mark as shipped

Click Mark Shipped. Optionally add the carrier name and tracking number — customer receives these via WhatsApp.
5

Mark out for delivery / delivered

Update status as the courier progresses. Each change triggers a WhatsApp update to the customer.

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For pickup orders

1

Confirm the order

New order comes in. Click Confirm Order.
2

Pick the items

Generate Pick QR, scan, pick items. Same workflow as delivery.
3

Wait for the customer

Picking auto-completes → status is “Ready for Pickup”. The customer has already been notified. Keep the order at the counter.
4

Mark as picked up

When the customer arrives and collects, click Mark Picked Up. The order closes out.

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Cancellations and refunds

Either type of order can be cancelled at any stage before it’s delivered or picked up. Click Cancel Order, enter a reason, and the customer is notified. After cancellation, you can initiate a refund:
  • Initiate Refund → status moves to “Refund Initiated”
  • Mark Refunded → status moves to “Refunded” (terminal)

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When a customer hasn’t given an address

If a delivery order somehow reaches you without a delivery address (rare — usually from older flows), the Delivery Address section shows a warning and a Request Location button. Tapping it sends the customer a WhatsApp message asking them to share their location. Once shared, the address populates on the order automatically. For pickup orders this section just says “Store Pickup” — no address needed.

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Notifications customers receive

Pick & pack workflow

What staff does on the phone to pick each order.

E-Commerce overview

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