Once an order is created, the real work begins -- processing it, keeping the customer informed, handling payments, and closing it out. This page covers everything you need to manage orders effectively in Chatmo.
Viewing Order Details
To open an order's details, click View Details from the three-dot menu in the orders list, or click directly on the order row. The order detail page is divided into several sections:
Order Header
The top of the page displays:
- Back button -- Returns to the order list
- Order number -- Unique order ID
- Order status badge -- Current status with color and icon
- Payment status badge -- Current payment status
- Created date -- When the order was placed
- Actions menu -- Dropdown for additional actions
Status Progress Bar
Below the header is a visual progress bar showing where the order stands in the fulfillment workflow:
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The progress bar uses a stepper format with icons at each stage:
- Green -- Stages that have been completed
- Blue -- The current stage
- Gray -- Stages that haven't been reached yet
Next to the progress bar is a status dropdown that you can use to change the order status.
Items and Totals
This section shows all ordered items along with price details:
- Product list with quantities and prices per item
- Subtotal -- Total product price
- Shipping -- Shipping cost
- Discount -- Discount amount (if any)
- Total -- Final amount due
Shipping Information
The shipping section displays:
- From -- Origin address (your warehouse or store)
- To -- Destination address (customer's address)
- Courier -- Selected shipping courier
- Tracking Number -- Tracking ID (entered when status changes to Shipping)
- Estimated Delivery -- Estimated delivery timeframe
Order History (Timeline)
The order history is displayed as a timeline that records every event on the order chronologically -- creation, status changes, payment updates, and more.
This section also contains two important buttons:
- View Invoice -- Opens the order's invoice page
- Print Invoice -- Opens the invoice and triggers the browser print dialog
Right Sidebar
The right sidebar shows:
- Customer Info -- Customer name, contact details, and originating channel
- Payment Info -- Payment status and a Mark as Paid button (if still Unpaid)
- Payment Method Details -- Details of the payment method (XENDIT or MANUAL)
- Notes -- Notes added during order creation
Updating Order Status
Updating order status is the most frequent action you'll take when managing orders.
How to Change Status
- Open the order detail page.
- Click the status dropdown in the progress bar area.
- Select the new status.
- A confirmation modal appears.
- Confirm the status change.
Status Flow
The order status flow follows the linear sequence shown in the progress bar:
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Every status change is logged in the order history with a timestamp and the name of the person who made the change.
Tracking Number Input (Shipping)
When changing the status to Shipping, the system prompts you to enter a tracking number. This tracking number is displayed in the shipping information section and can be used by the customer to track their package.
Enter the tracking number as soon as you move the status to Shipping. Having the tracking number on record makes it easy for customers and your team to monitor the shipment without back-and-forth questions.
Cancelling an Order
Sometimes orders need to be cancelled. Cancellation is available as long as the order is not already Cancelled or Completed.
How to Cancel
- Open the order detail page.
- Select Cancel Order from the actions menu, or choose the cancel option from the status dropdown.
- A cancellation confirmation modal appears.
Cancellation Reasons
When cancelling, you're asked to select a reason. The system provides 3 preset reasons along with a custom reason option for situations that don't fit the presets.
- Select a preset reason or enter a custom one.
- Confirm the cancellation.
Order cancellation is permanent. A cancelled order cannot be reverted to a previous status. If the customer changes their mind after cancellation, you'll need to create a new order.
Payment Management
Mark as Paid
For orders with manual payments (not Xendit), you need to mark payment confirmation manually:
- Open the order detail page.
- In the right sidebar under Payment Info, click the Mark as Paid button.
- A confirmation modal appears.
- Confirm that payment has been received.
- The payment status changes from Unpaid to Paid.
XENDIT vs MANUAL Payment Details
Depending on the payment method selected when the order was created, the details shown in the right sidebar differ:
XENDIT Payments:
- Automatic payment link
- Payment status updates automatically when the customer pays
- Transaction details from Xendit
MANUAL Payments:
- Payment method name (bank transfer, e-wallet, etc.)
- Account details or payment instructions
- Requires the Mark as Paid button for manual confirmation
For XENDIT payments, you don't need to click Mark as Paid. Payment confirmation happens automatically when the customer completes payment through the Xendit payment link.
Invoice from Order Details
From the order detail page, you can access the invoice through two buttons in the Order History section:
- View Invoice -- Opens the invoice page in a new tab
- Print Invoice -- Opens the invoice and triggers the browser's print dialog
Invoices in Chatmo are auto-generated from order data. There is no "Create Invoice" button because the invoice is available as soon as the order is created. See the Invoices page for full details.
Bulk Operations (Coming Soon)
Bulk operations -- such as updating the status of multiple orders at once, exporting data, and other batch actions -- are currently in development and will be available in a future update.
Practical Tips for Order Management
A few habits that make order management more effective:
- Update statuses consistently -- Don't let order statuses fall behind. Accurate statuses help your entire team stay aligned.
- Confirm payments promptly -- For manual payments, click Mark as Paid as soon as the payment is verified.
- Enter tracking numbers when shipping -- Tracking numbers help both customers and your team monitor deliveries.
- Use notes effectively -- Take advantage of the notes field to record special information relevant to the order.
- Review pending orders regularly -- Check Pending orders daily. Orders that sit too long might need customer follow-up.
What's Next?
- Invoices -- Learn about auto-generated invoices and invoice template customization.
- Orders Overview -- Return to the order system overview.
- Create an Order -- Create a new order.