Orders and the order lifecycle

An order in Snap Shop is not a row in a table — it is a full workspace holding everything that happened to it, in order and with its timestamps.

The order workspace

On an order page you find:

• products, quantities and prices
• customer details and address
• payment method and its status
• the shipment and its status
• a recorded timeline of every action — who did what, and when

That timeline is not a detail. When someone on your team asks "what happened to this order?", the answer is written down rather than remembered.

The order lifecycle

1 · New

The order was recorded from the storefront, or you added it manually from the dashboard.

2 · Confirmed

On confirmation, stock is reserved. The unit now belongs to this order and nobody can sell it.

3 · Preparing

Your team prepares the order and readies it for shipping.

4 · Shipped

The order has become a shipment, which carries its own status as it moves.

5 · Out for delivery

The courier has the shipment.

6 · Delivered

The customer received it.

7 · The cash reaching you

Order confirmation on WhatsApp

The moment a new order arrives, the customer can get an interactive WhatsApp message asking them to confirm it, reject it, or ask for a call back. Their answer lands on the order by itself, so your team opens the day knowing which orders are real.

On cash on delivery this is the single biggest lever you have against fake and duplicate orders — every one you catch before dispatch is a shipping cost and an RTO you never pay for.

It is a separate flow from the automated status messages: it still sends even when those are switched off.

The paths that do not follow the line

Not every order runs to the end of the sentence:

• Failed delivery — the courier could not reach the customer, or the customer refused. The order takes that path and it is recorded.
• RTO — the shipment came back to the warehouse without being delivered. This is a completely different path from a return, explained in Returns and RTO.
• Cancelled — the order was cancelled before shipping, and reserved stock becomes available again.

Who does what

The system distributes permissions across roles, so not everyone on your team sees everything:

• Manager — the whole daily operation and analytics
• Operator — preparation, shipments and returns
• Marketer — marketing, campaigns and coupons

Financial controls and sensitive settings are restricted to the highest role.

Manual orders

You can add an order from the dashboard — one that arrived over WhatsApp or by phone, for example. It runs through exactly the same lifecycle.

Next

• Order, payment and return statuses — a quick reference for every status
• Returns and RTO
• Inventory and stock