Order details
The order details page holds everything about one order: its products and totals, shipping, payment, customer, notes and history. Open it from Orders > All orders by selecting an order number.
On a wide screen the page has two columns. The main column shows the products, shipping, payment and activity. The side column shows the order and payment status, the order information, the customer and the order's tags.
Opening an order needs the staff permission to edit orders. Changing the order status, changing the payment status and printing each need their own permission.
The page header
The header shows Order details # followed by the order number, the order status and payment status badges, and the date, time and name of the last person who changed the order.
| Control | What it does |
|---|---|
| Previous and next arrows | Open the previous or next order without going back to the list |
| More options | Opens View order summary, Duplicate order, Show invoice and, for completed orders, Reverse order |
| Edit order | Opens the order for editing. See Edit an order. |
Edit order is available while the order is New or Preparing. It is disabled for other statuses.
Alerts at the top
Some orders show an alert under the header:
This order falls within cases of suspected fraud, with the reasons. Check the order before you prepare it.
You can't change the order status from new to ready: some services are suspended until your electronic payment fees are paid.
Order pending: a marketplace order that you cannot modify until the marketplace completes it.
Additional amount added: an edit raised the order total. Select Generate payment link to ask the customer for the difference. Once the link is sent, the alert shows that payment is awaited and offers View details.
Order products
The Order products card lists each product with its image, name, SKU and barcode, any custom fields the customer filled in, and the products inside a bundle.
| Column | What it shows |
|---|---|
| Product | Name, SKU and options |
| Price | Unit price, with the original price when you changed it |
| Quantity | Ordered quantity |
| Weight | Product weight, when set |
| Total | Line total |
When an order is fulfilled from more than one inventory location, the products are grouped under each location's name. A Preorder badge marks orders from a preorder campaign. A voucher product carries the Digital product label, with the voucher codes the customer received listed under it; the order's invoice lists the same codes.
Select Show financial details to see the bill: subtotal, shipping, discounts and coupons, VAT and the total. Select Hide financial details to fold it again. If the customer earned cashback on the order, a cashback box shows the amount and its status.
Shipping details
The Shipping details card shows where the order ships from and to:
From: the inventory location or store address. When products ship from several locations, each location is shown with its product count.
To: the customer's or recipient's address, with a map link when the customer pinned a location. For gift orders where the recipient completes the address, you see Awaiting address completion by the recipient and the Shipping address completion link.
Under the addresses is the shipping company card: its name and logo, the shipment status, the delivery time the customer picked, the estimated delivery time and the tracking number.
Orders that do not need shipping show Doesn't require shipping instead.
Issue a shipping label
Select Issue shipping label on the shipping company card. This moves the order to Ready and, for integrated shipping companies, creates the label.
In Select your address to receive orders, choose the inventory location the shipping company collects from. Select Add new address to create one.
Enter the Number of boxes in the shipment, which appears once you choose a location. For Zid Logistics the field shows the maximum number of boxes the shipping method accepts.
For Zid Logistics orders collected in Riyadh or Jeddah, choose a pickup period in Select the appropriate period for receiving orders.
Select Save.
If the location you choose has no place set on its map, the dialog says Your inventory location is not set correctly. Please update it on the map from the inventory page. and Save stays disabled. Select the inventory page to open the location, move its pin to the right place and save it, then issue the label again. See Add a location.
International DHL orders through Zid Logistics translate product names into English on the label only. If the shipping method does not cover the customer's city, the dialog tells you to change the method or contact Zid Support.
Manage the shipment
Select Manage shipment on the shipping company card:
| Option | What it does |
|---|---|
| Order tracking | Opens the shipment's tracking details |
| Print label | Opens the shipping label to print |
| Cancel label | Cancels the label. Confirm in Cancel shipping label? |
Order tracking appears once the label is issued. For a Zid Logistics shipment, it opens a window with the shipment's details and every update from the shipping company. For other shipping companies, their tracking page opens in a new tab. To find the orders on their way, open the Ready or In delivery tab in the orders list, then open the order.
You can send the tracking number on the card to a customer who asks where their order is. Your customer follows a Zid Logistics shipment on Zid's shipment tracking page: they search by the shipment number or the order number and see the shipment's latest status, the expected delivery date and the shipping company.
Cancel a shipping label
Cancel a label when you need to change an order that is already Ready, for example to fix the address, the products or the number of boxes.
Select Manage shipment > Cancel label.
Read the dialog and select Confirm.
Cancelling a label is permanent. Eligible fees are refunded, but you may be charged again if the shipping company still uses the label. Some shipping companies cannot issue a new label for the same order: the dialog warns you, and you then need to edit the order to choose another shipping method.
Once the label is cancelled, the shipping card reads Edit the order to choose a new shipping method. Select Edit order, make your changes and issue the new label as you save. See Regenerate a Zid Logistics label.
You can cancel a label once per order, and only for Zid Logistics labels. A label issued with your own carrier account or through another shipping provider is cancelled with that company.
Choose a shipping company
If the customer's checkout left the choice to you, the card shows Not selected and Awaiting shipping company selection.
Select Select shipping company.
Choose the company in Delivery company.
Select Confirm.
You can choose the company while the order is New or Preparing.
Report a late shipment
For Zid Logistics drop-off shipments that run late, a button appears under the shipping card: Report delayed shipment collecting while the order is Ready, or Report delayed shipment delivery while it is In delivery. Confirm to open a support ticket for the shipment.
Short address alert
For deliveries in Saudi Arabia without a short address, you see Short address not found. Select Update Address to open the customer's profile and add the short address, so the shipment is not delayed and the label is issued correctly.
Payment method
The Payment method card shows how the customer paid, the amount and the payment state. What you see depends on the method:
| Method | What the card shows |
|---|---|
| Bank transfer | Confirmed or Unconfirmed, the bank the money was sent to, the account holder's name, the payment process ID and the transfer receipt |
| Cash on delivery or manual payment | The payment status |
| Card and online payments | The Payment process ID, Operation details, the card, the RRN and See receipt |
| Payment link | The link, with View and Send by WhatsApp |
| Split or multiple payments | Tabs for the total and each payment, with the paid and remaining amounts |
Marketplace orders also show the marketplace commission and its tax.
Confirm a bank transfer
Check the transfer receipt. If the customer did not upload one, select Upload receipt, choose the bank in The bank transfered to, add the receipt and select Save changes. To replace a receipt, select Edit receipt.
Select Confirm payment and confirm.
The transfer shows Confirmed and the order is marked paid.
Send a payment link
Cash on delivery and bank transfer orders offer the customer a payment link instead.
Select Generate payment link. If ZidPay is not active, the button reads Activate ZidPay and takes you to Zid Pay.
Select Send payment link to send it by SMS or email, or Copy payment link to share it yourself.
You can generate a link while the order is New, Preparing or Ready, and only while it is unpaid. After the shipping company collects the order, the button is disabled.
Refund a payment
For card payments, payment links and supported buy now, pay later providers, a Refund button appears on the payment card once the order is paid. Select it, check or change the amount and confirm. Refunds then follow the provider's process, which you can track in Transactions. For returned products, see Returns and refunds.
Refunds need the Zid Pay permissions to view transactions and request refunds. The button is disabled while an earlier refund request is still pending.
Switch a POS payment method
For Zid POS orders paid in cash or by card, select Edit Payment Method within 24 hours of the order, choose POS-Cash or POS-CC in Switch payment method and select Save. This needs the staff permission to edit POS payment methods.
Order activity
The Order activity card is a timeline of everything that happened to the order: who created it, every status and payment change, invoices sent, exports and comments, grouped by date.
To leave an internal note, type it in the Leave your comment box at the top of the card (up to 255 characters) and select Add comment. Comments are for your team: customers never see them.
The order activity history and comments are available on the Growth and Professional plans.
Change the order status
In the side column, open Order status.
Sample data from a demo store. Choose the new status or custom sub-status.
The list only offers the moves allowed from the current status. Depending on the change, Zid may ask for more:
Ready on an order that needs shipping asks for the pickup address and number of boxes, as in Issue a shipping label.
Cancelled asks you to confirm. Marketplace orders also ask for a Cancellation reason. For Tamara orders in delivery, the confirmation reminds you to cancel the order from the Tamara dashboard as well.
Processing reverse opens the return page. See Returns and refunds.
Moving a Zid Logistics order with an active label to any status other than In delivery or Completed first asks you to cancel the label: select Confirm & Cancel Label.
The change fails with a message when the order has no shipping method yet or when your account's services are suspended for unpaid fees. Moving a preorder to Ready before its stock is allocated shows a warning but still goes ahead. For the full rules, see Order statuses.
Change the payment status
Open Payment status in the side column and choose Paid or Unpaid. Choosing Paid asks you to confirm. You can change the payment status only for cash on delivery, cash on pick-up, bank transfer and manual payment orders, and never for marketplace orders.
Order information
Under the status fields, the side column lists:
| Field | What it shows |
|---|---|
| Order number | With a copy button |
| Marketplace order number | For marketplace orders |
| POS number | For Zid POS orders |
| Created date and last update | When the order was placed and last changed |
| Source of order | Where the order came from. Expand it to see the referrer, campaign and device. |
| Package number | For marketplace orders shipped in packages |
| Reverse date, Reverse reason and Reverse refund | For orders with a return |
Dates on the page follow your store's time zone.
Select Show invoice to open the order's invoice. See Invoices and order summaries.
Customer and recipient
The Customer details card shows the customer's name, whether they are an individual or a company, the Visitor badge for guest checkouts, the commercial registration and tax number of companies, their location, email and mobile number, and Referred by for referral orders. Customer notes shows the note the customer left at checkout, or No notes. Select View to open the customer's profile.
Two alerts may appear: Verify the customer's data before shipping or delivering the order for guest checkouts, and a reminder that marketplace customer data is deleted 30 days after delivery.
When the order goes to someone else, a Recipient details card shows the recipient's name, address, mobile number and email. Gift orders also show Order sent as a gift, the Sender name and Receiver name, the Gift message with a copy button, any Attached link, and View the gift card template or Download card. When a gift order has no separate recipient, a Gifting details card shows the Gift sender, the Gift recipient, the Gift message and any Attached link instead.
The names appear exactly as the customer typed them. The recipient's mobile number and email show only when the customer added them; if the customer entered their own number for the recipient, contact the customer directly. The Attached link is the video or photo link the sender added, and the QR code on the printed card opens it for the recipient. Copy the message and the link with their copy buttons instead of retyping them.
Print a gift card
On a gift order, select View the gift card template at the bottom of the recipient or gifting card. The dialog shows the card as the recipient will receive it.
Select Print. The card design the customer chose prints on one page and the message on the next, at the card size set in Gifting settings. In your browser's print window, print the card or save it as a PDF.
In stores on the earlier gifting experience, the button reads Download card: it shows the card design with the sender, recipient and message, and downloads the design.
Add tags to an order
In Additional details, select Tags. The field reads Add new tag and lists the tags you created before.
Pick an existing tag from the list, or type a new name and select Create in the list, or press Enter.
To remove a tag, select the cross on it.
An order can carry several tags, such as "VIP" or "Delivery postponed". Tags help you group orders and find them later.
Find orders by tag
In Orders > All orders, select the filters button next to the search box.
Open Order details and select Tags. The list shows all your tags.
Sample data from a demo store. Choose one or more tags and select Apply.
The list then shows only the orders that carry those tags. See Filter orders.
Order tags are available on plans that include them.
Duplicate an order
Select More options > Duplicate order. Zid creates a manual order with the same products and customer and opens it, so you can adjust it and confirm. Zid warns you about anything it could not copy, such as deleted or out-of-stock products. See Manual orders.
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