Order Detail
Overview
The Order Detail module 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
Quick Feature: Use the mapping button to quickly link order items to your stock items directly from this page.
Platform-Specific Guides
Each e-commerce platform has unique order detail layouts and available actions. Select your platform below:
Lazada
Order Detail Page
The order information section displays:
| Section | Details |
|---|---|
| Order Details | Order ID, Shop ID, Payment Method |
| Payment Details | Currency, Payment Time |
| Shipment Details | Provider type, Shipping type, address, etc. |
| Voucher Details | Applied discounts and promotions on an item |
Order items are grouped by package and tracking ID.
Note: Cancelled items display a red badge indicating the cancellation reason.
Return Order Info
Cancel Order Info
Repack Order
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)
Available for: Orders in New Order, To Process, or To Ship tabs
Steps to cancel:
- Click the Cancel Order button
- Select the cancellation reason
- Choose the items to cancel
- Submit the cancellation request
Warning: Hover over the warning icon to see Lazada's cancellation policies and potential consequences on this order.
Return Order (Buyer-Initiated)
When a buyer initiates a return, the order moves to the To Return tab for seller approval.
Return Processing Options: May vary based on reason details
| Option | Description |
|---|---|
| Refund Only | Issue refund without requiring item return |
| Return and Refund | Refund after receiving returned item |
| Reject Refund | Decline the refund request with evidence |
1. Refund Only
During "Request Initiate" status, process the refund directly to the buyer.
2. Return and Refund
During "Buyer Return Item" status:
- Wait for the item to be returned
- Click Confirm Return Receipt when received
- Process the refund
3. Reject Refund
To reject a refund request:
- Provide a reason for rejection
- Upload supporting evidence
- 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
The order information section displays:
| Section | Details |
|---|---|
| Buyer Details | Customer username, user ID and address |
| Payment Details | Payment method, Currency and Payment time |
| Shipment Details | Carrier information |
| Extra Details | Additional order notes and info |
Return Order Info
Cancel Order (Seller-Initiated)
Available for: Orders in the New Order and To Process tabs
Out of Stock Cancellation:
When selecting "Out of Stock" as the reason:
- Select the out-of-stock items
- Submit the cancellation
Note: 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 choose between approving or rejecting.
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
The order information section displays:
| Section | Details |
|---|---|
| Order Details | Order ID, Order status, Payment method |
| Buyer Details | Customer name and shipping address |
| Payment Details | Payment method, Currency and Payment time |
| Shipping Details | Carrier information |
Cancel Order Info
Displays cancellation details including the cancel reason and initiator when an order has been cancelled.
Return Order Info
Displays return request details including the return reason, status, and refund amount when a buyer initiates a return.
Cancel Order (Seller-Initiated)
Available for: Orders in the New Order and To Process tabs
Select a cancellation reason and submit to cancel the order.
Cancel Order (Buyer-Initiated)
When a buyer requests cancellation, choose your response:
Approve Cancellation:
Reject Cancellation:
Return Order (Buyer-Initiated)
When a buyer initiates a return, review the request and respond:
Approve Return:
Reject Return:
