Help CenterOrders

The Orders page at a glance

Admin portalOrdersUpdated today

Orders is where you run every order after it is created: find it, open it, update it, print it and fix it. This guide shows what is on the page and where to click.

Before you start
  • Your role needs the View orders permission. Other actions need their own permission, for example Update status, Assign, Edit, Cancel and Print.
  • You see only the orders in your scope. With Hub management on, a banner tells you that you see only your hub’s orders. A Sales user sees only their selected merchants’ orders.
1

Open Orders

The page has the quick filters at the top, then the search bar, then the table.

OrdersSample screen
OPERATIONS
1
Orders
Orders+ Create Order
2
All128Unassigned9Driver assigned14Out for delivery31Delivery failed7SLA at risk4
3
Search by order ID, reference, phone or name
FiltersScanCustomize⋯
4
OrderMerchantRecipientRouteDriver / PartnerCOD / PaymentStatusDeliver by
ORD-004822Ref KH-7716Al Noor ElectronicsNext dayKhalid Al-Harbi+966 55 012 3456Riyadh → RiyadhOlaya → MalazAliCOD 450.00 SAROut for delivery35m · attempt 1Sun 8 Nov 6:00 PM⋯
ORD-004821Ref DD-310Daily Dates Co.Same daySara Al-Qahtani+966 55 123 4567Jeddah → JeddahRawdah → RawdahNot assignedPrepaidUnassigned12mFri 6 Nov 9:00 PM⋯
ORD-004819Ref SF-2204Sahab FashionNext dayOmar Nasser+966 59 876 5432Dammam → RiyadhFaisaliyah → OlayaUsmanCOD 220.00 SARIn hub3hSat 7 Nov 6:00 PM⋯
  1. Open Operations › Orders in the menu.
  2. Quick filters. One tap shows only those orders. The number is how many there are. “All” clears every filter.
  3. Order search. Type an order ID, reference, phone or name.
  4. The orders table. One row is one order.
Activated by FleeticsIf a page is missing from your menu, it may not be switched on for your account. Contact Fleetics to activate it.
2

Read the table

Each order is one row. These are the columns.

OrdersSample screen
1 Order2 Merchant3 Recipient4 Route5 Driver / Partner6 COD / Payment7 Status8 Created9 Deliver by
ORD-004822portalRef KH-7716Al Noor ElectronicsNext dayKhalid Al-Harbi+966 55 012 3456Riyadh → RiyadhOlaya → MalazAliCOD 450.00 SAROut for delivery35m · attempt 11d agoThu 5 Nov 9:10 PMSun 8 Nov 6:00 PM⋯
ORD-004821APIRef DD-310Daily Dates Co.Same daySara Al-Qahtani+966 55 123 4567Jeddah → JeddahRawdah → RawdahNot assignedPrepaidUnassigned12m12m agoFri 6 Nov 9:25 PMFri 6 Nov 9:00 PM⋯
  1. Order. The order ID, with a small marker for where it came from (merchant portal, admin portal, import, API or store). The reference is below it, or “—” when there is none. You can sort by this column.
  2. Merchant. The merchant, with the service below it. You can sort by this column.
  3. Recipient. The name and phone number.
  4. Route. Where it goes: pickup city → delivery city, with the areas below.
  5. Driver / Partner. Who has the order, or “Not assigned”.
  6. COD / Payment. The cash to collect, shown as “collected” once it is, or “Prepaid”. You see this column only with the payment permission.
  7. Status. The status, how long the order has been in it (red when it is too long), the attempt number on delivery stages and the location when it matters, such as “in transit to Jeddah Hub”. Final statuses show their date.
  8. Created. How long ago, and the exact date and time.
  9. Deliver by. The delivery promise.
TipWant other columns? Use Customize to add Zone, Hub, Service, Attempt, Last updated, Warehouse, Sender, Package rule or Source. See “Find, filter and export orders”.
3

Use the row menu

The ⋯ menu on a row holds everything you can do with that order.

OrdersSample screen
OrderMerchantRecipientStatusDeliver by
ORD-004822Ref KH-7716Al Noor ElectronicsNext dayKhalid Al-Harbi+966 55 012 3456Out for delivery35m · attempt 1Sun 8 Nov 6:00 PM1 ⋯
2
View order
History
Edit
Create return
Duplicate
Update status
Assign
Print
Copy tracking link
3 Cancel order · not allowed after pickup
ORD-004821Ref DD-310Daily Dates Co.Same daySara Al-Qahtani+966 55 123 4567Unassigned12mFri 6 Nov 9:00 PM⋯
  1. Press ⋯ on the row of the order.
  2. The actions for that order: View order, History, Edit, Create return, Duplicate, Update status, Assign, Print and Copy tracking link, and Cancel order.
  3. Greyed items cannot be used on this order. A short note says why, for example “not allowed after pickup”.
4

Act on several orders at once

Select orders to act on all of them in one go.

OrdersSample screen
1OrderMerchantRecipientStatusDeliver by
☑ORD-004822Ref KH-7716Al Noor ElectronicsNext dayKhalid Al-Harbi+966 55 012 3456Out for delivery35m · attempt 1Sun 8 Nov 6:00 PM⋯
☐ORD-004821Ref DD-310Daily Dates Co.Same daySara Al-Qahtani+966 55 123 4567Unassigned12mFri 6 Nov 9:00 PM⋯
☑ORD-004819Ref SF-2204Sahab FashionNext dayOmar Nasser+966 59 876 5432In hub3hSat 7 Nov 6:00 PM⋯
2 selected2Update statusAssignPrint3⋯Clear
  1. Tick the boxes of the orders you want. The box in the header selects the whole page. The orders can be in different statuses.
  2. The selection bar appears at the bottom: Update status, Assign (to a driver or a courier) and Print.
  3. ⋯ in the bar holds Bulk edit, Create exception, Copy tracking links and Cancel orders.
5

Open an order

Open an order to see everything about it without leaving the page.

OrdersSample screen
OrderRecipientStatus
1ORD-004822Ref KH-7716Khalid Al-Harbi+966 55 012 3456Out for delivery35m · attempt 1⋯
ORD-004821Ref DD-310Sara Al-Qahtani+966 55 123 4567Unassigned12m⋯
ORD-004819Ref SF-2204Omar Nasser+966 59 876 5432In hub3h⋯
2ORD-004822 Out for delivery ⧉✕
Ref KH-7716
3Update statusEditPrint⋯
4
BriefShipmentCourierMerchantPaymentHistory
Route
Riyadh → Riyadh
Recipient
Khalid Al-Harbi
Handled by
Ali
Deliver by
Sun 8 Nov, 6:00 PM
  1. Click an order in the table.
  2. The side panel opens on the right, with the order ID, its status, a button to copy the link to this order (⧉) and the reference below. The list stays where it was, so you do not lose your place. Click another row to switch to that order.
  3. The action buttons: Update status, Edit, Print, and ⋯ for Duplicate, Copy tracking link, Create exception and Cancel order. A button is hidden when it is not allowed, and a line tells you why.
  4. The tabs show one part of the order each. See what each one holds below.

What each tab shows

  • Brief: the route with the service and weight, the recipient, the merchant, who handles the order, where it is (a hub, in transit or with a driver), the payment, the attempts, when it was created, where it came from, Deliver by, the SLA rule and its timer, the zone, any flags, and the recommended next steps. For a restaurant order it also shows the Kitchen stage and the Items. A final order shows “locked; use Void in History”.
  • Shipment: the sender, the recipient (with the map pins) and the package, with its description, weight, dimensions and boxes.
  • Courier: the driver or partner, whether the order was assigned by a rule or by a user, the hub, and the history of assignments (first-mile and last-mile drivers).
  • Merchant: the merchant and contact, their payment terms and order ID setting, the package rule used (with the conditions it matched) and the order source. Open merchant takes you to them.
  • Payment: the payment type, the COD, the delivery charge lines (net, VAT and total), who pays and how, the COD state (cash with the driver, or card with its approval number) and the merchant settlement. You see this tab only with the payment permission.
  • History: every event, newest first: status changes, assignments, hand-overs, edits, hub scans, exceptions and undos, with notes, the proof of delivery (photo, signature and GPS) and Copy tracking link. Press Void on an event to correct it. See “Edit, cancel and correct mistakes”. If a driver’s action was sent after being offline, the time on the driver’s phone is shown.

The page ⋯ menu

OrdersSample screen
Search by order ID, reference, phone or name
FiltersScanCustomize1⋯
2Import orders
3Bulk edit orders
4Export
Refresh
5Order settings
  1. The page ⋯ menu, next to Filters, Scan and Customize.
  2. Import orders. Create many orders from one file.
  3. Bulk edit orders. Change many orders with one file.
  4. Export. Download the selected or filtered orders.
  5. Order settings. Opens the settings for orders.

Screens are simplified drawings with sample data. Your portal may look a little different, but the names and steps are the same.

Common questions

Why can I not see all of our orders?

Your role limits what you see. With Hub management on you see your hub’s orders only, and Sales users see only their selected merchants. Ask your admin to change your scope in Users & roles.

What does “Back to…” at the top mean?

When you arrive from another page, a link takes you back to the exact place you came from, with your filters, search and tab kept. Picking a page in the menu clears it.

Where do I create an order?

Press Create Order in the header. See “Create an order”.

What do the flags next to a status mean?

See “Order statuses, flags and locations”.

Related guides

Find, filter and export ordersCreate an orderOrder statuses, flags and locations
Was this helpful?
On this pageOpen OrdersRead the tableUse the row menuAct on several orders at onceOpen an orderWhat each tab showsThe page ⋯ menuCommon questions