Order actions

From the Store orders panel in a conversation, an agent can act on the order in your store, such as confirming, shipping or cancelling it, and tell the customer in the same step. Nothing changes until you have reviewed what will happen and confirmed it.

Run an action

1. Open the customer's conversation, then the contact panel, then the Store orders section.
2. On the order's card, select Order actions.
3. Choose the action. You only see actions that fit the order's state, your store and your permissions; when none fit, it says “No actions fit this order right now.”
4. Fill in what the action needs, such as the New status, the Carrier and Tracking number, or the Reason.
5. Select Review. You see What changes on the order and What the customer receives.
6. If it is all correct, select Confirm and run; otherwise Back to edit.

Actions you may see

• Confirm order and Change status.
• Ship order: with the carrier, tracking number and tracking link.
• Deliver order: for digital orders; enter one code per line and the codes go to the customer in the message only.
• Cancel order and Return or exchange.
• Confirm address and Edit address.
• Order note: Private, for the store team or Visible to the customer.
• Send order summary to the customer.

What happens, in order

The message goes to the customer first, and the order changes in your store only after it is delivered. If the message fails, nothing changes on the order. Follow what happened under Done from Hadir on the order's card, with each action's state, such as “sending the message” or “done”.

• If it shows “store not updated”, the customer got the message but the order was not updated. Select Retry.
• If it shows “message not confirmed”, check the conversation first. If you are sure the message arrived, select The message arrived: apply on the store.

Note: Hadir Chat warns you before you confirm if the order belongs to someone other than the customer in the conversation, if the codes were already sent, or if the action cannot be undone. Read the warning before you select Confirm and run.

Administrators have every action. An agent sees Order actions only if their role gives them a permission for it.