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Manage Orders

Efficiently manage incoming orders by accepting them promptly, updating their status, and processing refunds when necessary to ensure a smooth customer experience.

Handling Orders​

Merchants are expected to handle all incoming orders efficiently:

  • ⏱️ 10-minute acceptance window:
    Each incoming order must be accepted within 10 minutes, or it will be automatically cancelled by the system.

  • 📦 Order statuses:
    The merchant is responsible for updating each order's status in a timely manner:

    • Accepted
    • Preparing
    • Out for Delivery
    • Delivered

  • 🚗 Delivery responsibility:
    If delivery is supported, the merchant is responsible for coordinating it through their own fleet or trusted delivery personnel.

  • 💵 Cash settlement:
    Any CashOnDelivery (COD) transactions must be settled via the DropOver dashboard. Failure to settle may result in account suspension as per the Terms & Conditions.

Steps​

  1. You'll receive a notification whenever a new order is placed.
  2. Click the Orders tab in the left sidebar of your Merchant Dashboard.
  3. A list of all pending orders will appear.
  4. Click on an individual order to view its full details.
  5. Review the order to confirm that all items are valid and available.
  6. Choose to Accept or Decline the order.
  7. If accepted, payment will be processed instantly (when applicable).
  8. Update the order status as it progresses — e.g., Preparing, Out for Delivery, etc.
  9. Once the order has been fulfilled, mark it as Delivered to complete the process.

Refunding Orders​

In some cases, customers may request a refund after receiving their order — due to a complaint or a return.

To issue a refund:

  1. Go to the Order Details of the order.
  2. Click the Refund button.
  3. The applicable amount will be automatically returned to the customer, and deducted from your merchant balance.

⚠️ Note: Refunds are only available within 7 days from the original order date.
After 7 days, refund requests can no longer be processed through the system.

In-Store Purchase Refunds​

Customers who purchase items in-store using the store’s QR code are eligible for refunds if needed.

These payments are processed like regular CashOver transactions and can be refunded directly from the Merchant Dashboard.

How to Issue a Refund​

  1. Go to the Payments section in your Merchant Dashboard.
  2. Locate and click on the transaction related to the in-store purchase.
  3. Click the "Refund" button.
  4. Confirm the refund and submit.

The refund will be processed instantly and credited back to the customer's balance.