Order Manager — Help

Last updated: August 2026

The Order Manager is where you fulfil orders once a buyer pays. Open it from the Order Manager button in the sidebar.

Getting notified of a new order

The moment a buyer completes payment, you get notified two ways — WhatsApp and email — with the order details. You’ll also see it appear here in the Order Manager.

Packaging and dispatch

When you’re ready to ship an order:

1. Open the order and confirm the package weight and dimensions (pre-filled from the product’s own shipping details, but you can adjust if the actual packed parcel differs — e.g. extra packaging material).
2. If any item is missing an HSN code, you’ll be asked for it here before you can proceed.
3. Mark it Ready to Ship. This triggers, in order: the final shipping cost gets calculated from your packaging numbers, a courier is assigned and pickup requested automatically, and your shipping label, manifest, and invoice become available to print — look for the Print buttons on the order card once this completes. Each step is independent, so if one part fails the others still go through; check the order card for any error noted.

Shipping cost — how it works for you

Buyers pay the real courier cost at checkout, calculated automatically from pincode and weight — you don’t set shipping prices yourself, and you don’t lose margin to it. If the final packaged weight/dimensions (set in step 1 above) end up pricier than what the buyer was quoted, ShopDhoom absorbs that difference — it’s never deducted from your payout.

Cancelling an order

You can cancel an order before it ships. Once real shipping movement has started (picked up, in transit, out for delivery, delivered), cancellation is blocked — at that point a return is the right path instead. Cancelling here does not process a refund automatically — refunds are handled manually by ShopDhoom’s team, so let us know when you cancel a paid order.

If a shipment needs to be reassigned

If something goes wrong with the assigned courier before pickup, contact us — we can cancel that shipment on our side while keeping the order itself alive. Once that’s done, use Reassign Courier on the order card so the next dispatch attempt picks a different courier automatically, and Sync Status to pull the corrected state back into ShopDhoom.

Returns

Returns only apply to products you’ve turned Allow returns on in the Product Manager (off by default) — for those, buyers have 3 days from delivery to request one. You’ll see the request here and can process it through the same order card.

Buyers messaging you directly

Every order includes a Support button that opens a WhatsApp chat straight to your buyer support number (set in the Store Manager’s Shipping settings) — buyers use this for post-purchase questions on that specific order.

Order statuses you’ll see

• Preparing for Shipment — paid, not yet dispatched
• In Transit / Shipped, Out for Delivery, Delivered — normal courier progress
• Cancelled — cancelled by you or the buyer before shipping
• Returning to Origin / Returned — a return in progress or completed
• Lost / Damaged in Transit — flagged for follow-up; ShopDhoom is notified automatically too

Publishing your changes

Order Manager actions (marking ready to ship, cancelling, processing returns) all take effect immediately — none of this needs a Deploy. Deploy only applies to storefront content changes (products, store details) — see the Deployment guide.