> ## Documentation Index > Fetch the complete documentation index at: https://docs.outfiqe.com/llms.txt > Use this file to discover all available pages before exploring further. # Managing orders > Pack orders, hand them over, and deal with returns and problems. This guide explains what to do when an order comes in, how it leaves your hands, and what happens if something goes wrong. For the shopper's side of the same order, see [order flow](https://docs.outfiqe.com/order-flow.md). ## Your Orders page Every order with your products appears on **Orders**. You only see the items that are yours. If a shopper also bought from other brands in the same order, those brands see their own items. Each row shows the order, its status and how it's being paid. Use **Search by product or order number** to find a particular one, and open any row to see its details. The payment badge tells you how the shopper paid: | Badge | What it means | | - | - | | **Paid** | The shopper paid online. | | **Cash on delivery** | The shopper pays when the parcel arrives. For orders we pick up, you don't collect any cash yourself. | | **Refunded** or **Partly refunded** | Some or all of the order was refunded to the shopper. | ## Two ways an order leaves you How you hand over an order depends on where your pickup location is. * **Outfiqe pickup.** Our [rider](https://docs.outfiqe.com/glossary.md#rider) collects the order from you and takes it to our [hub](https://docs.outfiqe.com/glossary.md#hub). You never see the shopper's address. This is how most orders work. * **You ship.** In areas we don't collect from yet, you send the order to the shopper yourself, and the order page shows their delivery details. Your [pickup locations](https://docs.outfiqe.com/brands/getting-started.md#add-a-pickup-location) show which applies: **Outfiqe pickup** or **You ship**. ## When Outfiqe picks up The order page shows a box called **Outfiqe delivers this order**. **1. Pack the items** Check each piece, then pack the items in this order together in one bag. **2. Mark ready for pickup** Choose **Mark ready for pickup**. A rider will collect it on the next pickup round. **3. Keep the pickup code handy** The page now shows a **Pickup code** and a QR code. When the rider arrives, show them this screen. They scan it, then tag the bag. **4. Print the slip if you like** Choose **Print pickup slip** to print the order number, the QR code and what's in the bag. Printing is optional, but it helps if you have several orders ready at once. After that, there's nothing more for you to do. The order's status moves along as it travels: | Status | What it means | | - | - | | **To pack** | The order is waiting for you. | | **Ready for pickup** | You've marked it ready, and a rider is coming. | | **Picked up** | A rider has collected it. | | **At Outfiqe hub** | It's at our hub, where we check it and pack it for the shopper. | > [!TIP] > > Only mark an order ready when it's actually packed and waiting. If a rider comes and nothing is ready, it counts as a delivery problem. See "Delivery problems" below. ## When you ship it yourself The order page shows the shopper's name, phone number and delivery address, your items, and what you'll earn from this order. Move the order along with the button at the bottom: **1. Mark packed** When the items are packed, choose **Mark packed**. **2. Mark shipped** When you hand the parcel to your courier, choose **Mark shipped**. Enter the courier's name and the tracking number, so the shopper can follow the parcel. **3. Mark delivered** When the parcel reaches the shopper, choose **Mark delivered**. The status shows **To pack**, **Packed**, **Shipped** and then **Delivered**. ### Asking to cancel an order you ship If you can't fulfil an order you ship yourself, choose **Request cancellation**. Tell us why, then choose **Send request**. Our team reviews it and refunds the shopper. You'll see **Cancellation requested** on the order until we've dealt with it. ## When you can't supply an item Sometimes a piece sells out, gets damaged, or turns out to be missing. Don't cancel the whole order. Tell us about just the missing items instead, and send everything else as normal. **1. Open the order** Find the section called **Items you can't supply**. **2. Choose the missing items** Open **Can't supply an item**. For each item, choose how many units you can't send. **3. Say what happened** In **What happened?**, explain briefly. For example, "The last one in this size was damaged." **4. Send it** Choose **Send to Outfiqe**. You can only do this while the order is still with you. Each report then shows one of these: | Status | What it means | | - | - | | **Waiting for Outfiqe** | Our team is looking at it. | | **Approved — buyer refunded** | We've refunded the shopper for those items. Send the rest as normal. | | **Not approved — please send it** | We need you to send the item after all. Our note explains why. | ## Returns coming back to you Sometimes items come back to you. This happens when the shopper refused the parcel, when it couldn't be delivered, or when a piece failed our check at the hub. These show on **Orders** in a section called **Returns coming back to you**, with where each item is right now. When the rider hands the items over: 1. Check them. 2. Choose **Confirm received**. The page shows how many units are fine and how many are damaged. The fine ones go straight back into your stock, ready to sell again. > [!NOTE] > > If you don't confirm a return within 48 hours of the rider handing it over, it's confirmed automatically. ## Delivery problems If you've had a delivery problem in the last 30 days, a section called **Delivery problems** appears at the top of **Orders**. It lists each one with its date and a note. These count as delivery problems: * an item you couldn't supply * an item that failed our check at the hub * a rider visit where nothing was ready These never count against you: a shopper refusing a parcel, and shoppers returning things. The section also tells you, in plain words, whether there's anything to worry about. It might say all is well, nudge you to have orders ready before marking them, or say that our team will get in touch. If you're new to Outfiqe pickup, your first problems don't count yet while you get used to it. ## Common questions > [accordion] Do I need the shopper's address? > > Not for orders we pick up. The rider collects from your pickup location and we take care of the rest. You only see a shopper's address for orders you ship yourself. > [accordion] Do I collect cash for cash on delivery orders? > > Not for orders we pick up. Our delivery partner collects it from the shopper, and your earnings appear in your wallet either way. For orders you ship yourself, contact us through **Support** if you're not sure how cash on delivery works in your area. > [accordion] I marked an order ready by mistake > > Contact us through **Support** with the order number, so we can let the rider know. > [accordion] When do I get paid for an order? > > Your earnings appear in your **Wallet** straight away as pending, and become available 7 days after delivery. See [wallet and withdrawals](https://docs.outfiqe.com/brands/wallet.md). This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.