# Order

## **Before Selling**

{% hint style="info" %}
**Required Setup**

Ensure your store is fully configured:

* [**Install a store**](/help-center/shop/creatstore.md)
* [**Add products**](/help-center/shop/products.md)
* [**Set up shipping**](/help-center/shop/shipping.md)
* [**Configure payment methods**](/help-center/shop/payments.md)
  {% endhint %}

## **Order Creation**

When communicating with customers in **Inbox**, you can directly share product links if they show interest:

<figure><img src="/files/lGYRusRIHJCiqodhv5bD" alt=""><figcaption></figcaption></figure>

1. Open the chat with the customer.
2. Click the **menu** → Select **"Send a Product"** → Choose the product and send.

**Customer’s Purchase Process:**

* Clicks the product link → Selects SKU → **"Buy Now"** → Enters shipping address → Places order.

**Currently Supported Payment Methods:**

* **COD (Cash on Delivery)**
* **PayPal wallet**

[know more about payments](/help-center/shop/payments.md)

## **Order Operation**

After receiving an order, focus on these key tasks:

* [Order Fulfillment (Shipping)](#id-1.-order-fulfillment-shipping)
* [Marking Orders as Paid](#id-2.-marking-orders-as-paid-cod-orders)
* [Order Cancellation](#id-3.-order-cancellation)
* [Refunds & Returns](#id-4.-refunds-and-returns)

### **1. Order Fulfillment (Shipping)**

{% hint style="info" %}
Products fall into **two categories**: **Physical** and **Digital**.
{% endhint %}

#### **Physical Products**

To ship an order:

1. Locate the order.
2. Click **"Ship"** → Enter **shipping details**.

<figure><img src="/files/r4CVfUqYBvTXo7hqknnn" alt=""><figcaption></figcaption></figure>

#### **Digital Products**

<figure><img src="/files/1Qt3xXWg5LG6Wsige5Pq" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
Digital product fulfillment **cannot be undone**. Proceed with caution.
{% endhint %}

* Once the customer purchases a digital product, click **"OK"** to confirm delivery.
* The system will automatically mark it as **"Shipped"**.

### **2. Marking Orders as Paid**&#x20;

For **Cash on Delivery (COD)**, payment is collected offline.

<figure><img src="/files/tmGsTznE86cEkphFTqSb" alt=""><figcaption></figcaption></figure>

* Once you confirm receiving payment, manually mark the order as **"Paid"**.
* Click **"OK"**, and the status will update from **"Pending"** to **"Paid"**.

### **3. Order Cancellation**

If an order no longer needs fulfillment, you can **cancel it**.

<figure><img src="/files/IViU9WvrVtQ7EpQ6MktQ" alt=""><figcaption></figcaption></figure>

### **4. Refunds & Returns**

To process a refund or return:

1. Click **"Refund"** or **"Return"**.
2. fill in :
   * **Refund amount**
   * **Reason**
   * **Notes (Optional, visible only to you)**

{% hint style="info" %}
Tips

* The **refund amount** and **reason** will be visible to the customer.
* The **"Note"** field is **private** (customer cannot see it).
  {% endhint %}

After saving, refund/return details will appear in the **order summary** (see example below).

<figure><img src="/files/29vQtdtyN7DMCNJKXCRa" alt=""><figcaption></figcaption></figure>


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://helpdocs.ycloud.com/help-center/shop/orders.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.