Order Detail

Overview

Order Detail allows you to view individual order information and perform actions such as cancellations, returns, and refunds. To access this page, click the Document icon on any order row.

The Order Details interface allows you to:

• View order information
• Perform order actions (cancel, return, refund)
• Map order items to stock items

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Quick Feature: Use the mapping button to quickly link order items to your stock items directly from this page.

Lazada

Order Detail Page

Section	Details
Order Items	The item details in the order, including the status and shipping details
Order Details	Other order information, including payment details, shipping details, etc.
Summary	The summary payment information

Return Order Info

Cancel Order Info

Repack Order

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Available for orders in the To Process tab

Use the Repack action to repack specific items in the order after cancellation of specific items.

Cancel Order (Seller-Initiated)

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Available for orders in the New Order, To Process, and To Ship tabs

1. Click the Cancel Order button at the top right corner

2. Select the cancellation reason and choose the items to cancel

   

3. Submit the cancellation request

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Hover over the warning icon to see Lazada's cancellation policies and potential consequences on this order.

Return Order (Buyer-Initiated)

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When a buyer initiates a return, the order moves to the To Return tab for seller approval.

Return and Refund process may vary based on the reason selected by buyers.

1. Refund Only

During "Request Initiate" status, process the refund directly to the buyer.

2. Return and Refund

During "Buyer Return Item" status:

1. Wait for the item to be returned
2. Click Confirm Return Receipt when received
3. Refresh or resync the order to go to the next step
4. Process or Reject the refund request

3. Reject Refund

To reject a refund request:

1. Provide a reason for rejection
2. Upload supporting evidence
3. Submit for platform review

4. Refund Pending

After processing, the status changes to Refund Pending while Lazada processes and reviews the refund.

Shopee

Order Detail Page

Section	Details
Order Items	The item details in the order, including the status and shipping details
Order Details	The other information of the order, including buyer details. payment details, and etc.
Summary	The summary payment information

Return Order Info

Cancel Order Info

Cancel Order (Seller-Initiated)

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Available for orders in the New Order and To Process tabs

1. Click the Cancel Order button at the top right corner

2. Select the cancellation reason

3. For Out of Stock cancellation, select the out-of-stock items

4. Submit the cancellation request

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Cancelling with "Out of Stock" may reset the item quantity to 0 on the platform

Cancel Order (Buyer-Initiated)

Sellers can accept or reject the buyer's cancellation request.

Return Order (Buyer-Initiated)

1. Refund Only

When a buyer requests Refund Only, review the request and confirm refund.

2. Return and Refund (Buyer's Offer)

When the latest offer is from the buyer, you can:

Action	Description
Create Offer	Counter with a new offer amount
Accept Offer	Accept the buyer's proposed terms
Dispute	Escalate to Shopee for resolution

3. Return and Refund (Seller's Offer)

When you've made an offer and are awaiting buyer response, you can still modify your offer.

Create Offer Form:

Dispute Form:

TikTok

Order Detail Page

Section	Details
Order Items	The item details in the order, including the status and shipping details
Order Details	Other order information, including buyer details, payment details, etc.
Summary	The summary payment information

Cancel Order Info

Return Order Info

Cancel Order (Seller-Initiated)

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Available for orders in the New Order and To Process tabs

1. Click the Cancel Order button at the top right corner

2. Select the cancellation reason

3. Submit the cancellation request

Cancel Order (Buyer-Initiated)

When a buyer requests cancellation, choose your response:

1. Approve Cancellation:

2. Reject Cancellation:

Return or Refund Order (Buyer-Initiated)

The buttons will be shown according to the Return Type and Return Status

1. Reject Return or Refund:

2. Approve Return:

Shopify

Order Detail Page

Section	Details
Order Items	The item details in the order, including the status and shipping details
Order Details	Other order information, including payment details, shipping details, etc.
Summary	The summary payment information

Order Actions

Action	Description
Mark As Paid	Manually record an order as paid.
Create Return	Initiate a return and refund for the buyer.
Cancel Order	Cancel the order.

Update Tracking

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Available for fulfilled orders only

Update the carrier name, tracking number, and shipment URL to keep the buyer informed.

Create Return

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Available for fulfilled orders only

Sellers can create a return and refund for specific items in an order.

• Reason: A return reason is required and can be selected from the dropdown menu.
• Quantity: Adjust the number of items being returned.
• Return Shipping Fee: The shipping fee that charge for returning the order.
• Restocking Fee: The fee percentage that charge for restocking the items.

Process Return

Type	Description
Open	The return is still open and can be processed.
Closed	The return is closed and cannot be processed.
Requested	The return is requested by buyer and can be processed.

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Available for open type only for return orders

User can enable the restock tickbox if the item is being returned and select the respective location

• Refund Allocation: Within the Refund Allocation, User can type in the refund amount manually or let the system auto-allocate the amount based on the item details
• Notify Customer: User can choose to email the customer about the return and refund

Cancel Order

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Available for orders that have not been fulfilled

1. Select the refund payment via which channel
2. Select the cancellation reason
3. Staff may leave a notes about the cancellation
4. Tick restock items if the item is returned and in good condition
5. Choose to notify the customer about the cancellation or process refund
6. Submit the cancellation request

Return or Refund Order (Buyer-Initiated)

This section is available when a buyer requests a return or refund.

Sellers can choose from the following actions:

• Accept and Refund: Approve the request and issue a full refund to the buyer
• Decline Return: Reject the request. This does not close the case, and the request may be resubmitted
• Close Return: Stop the return and refund process. No further action will be taken

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For buyer-initiated requests, the refund amount cannot be manually adjusted

WooCommerce

Order Detail Page

Section	Details
Order Items	The item details in the order, including the status and shipping details
Order Details	Other order information, including payment details, shipping details, etc.
Summary	The summary payment information

Order Notes

This section allows the seller to add Private or Customer notes.

Order Actions

Actions	Details
Cancel Order	Cancel a created order
Process Refund	Refund an order

Cancel Order:

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Available for Pending, On Hold and Processing orders

Process Refund: