Orders and order statuses

Every order has exactly one status. The status decides which tab the order appears under, and some status changes do real work: confirming an order can send it to your delivery company, and it takes the ordered quantity out of your stock.

The Orders page

Open Orders in the dashboard sidebar. The page has:

• Status tabs with a live count: Pending, Confirmed, In Transit, Delivered, Returned, Abandoned, Cancelled, Flagged. The Pending tab also contains orders in Call Back.
• Search all orders... to find an order by any of its details.
• Filter to narrow the list by product, Agent, Channel, wilaya/region and Date Range. The date range applies to the date of the status change, not the date the order was created. Click Apply Filters, or Clear All to reset.
• Export to download the orders.
• Refresh to reload the list now and ask your delivery companies for parcel statuses in the background. After you press it, the button shows a countdown in seconds before you can press it again.
• New Order to enter an order yourself, for example one taken by phone.

On a phone, each order is a card. A Pending or Call Back card has a CONFIRM ORDER button. A Flagged card has BLOCK CUSTOMER and RECOVER, which moves the order back to Pending.

The statuses

Abandoned

A customer started the order form on a product page and left before submitting it. These orders exist only if you turned on Abandoned Orders. When the customer submits the form, the same order becomes Pending.

Pending

A placed order waiting for confirmation. It gets here when a customer completes checkout, or when you create it with New Order. If you use WhatsApp confirmation, the customer is asked to confirm when the order reaches Pending.

Call Back

The customer did not answer, or asked to be called later. The order stays under the Pending tab.

Confirmed

The customer confirmed the order. When an order becomes Confirmed and has a delivery company in its Company field, Zimam sends it to that company and a parcel is created on their side. If the upload fails, open the order and click Retry upload. See Delivery setup and Order and delivery sync.

You cannot confirm an order when:

• its phone number is not valid for your store's country. Correct it in Edit order, then confirm again.
• one of its products needs options (a variant) and none was chosen. Choose the missing options in Edit order.

In Transit, Delivered, Returned

Your delivery company reports these. The order moves on its own as the carrier updates the parcel. You receive a notification when an order becomes In Transit, Delivered or Returned.

Delivery Problem

The delivery company reported an issue with the parcel, such as a failed delivery attempt or a customer who cannot be reached. The reason shows on the order. Only a carrier update sets this status; it is not in the status menu, and it has no tab of its own.

Cancelled

The order will not be fulfilled. You can cancel an order at any point.

Flagged

Fake Order Guard marked the order as likely fake, or someone set it by hand. The guard only flags orders that are Abandoned, Pending or Call Back, so it never undoes an order you already confirmed. The order card shows a Fake badge.

What a status change does

Change	Effect
To Confirmed with a delivery company set	The order is sent to that delivery company.
To Confirmed, In Transit or Delivered	For products whose stock you track, the ordered quantity is taken out of stock.
Out of Confirmed, In Transit or Delivered (for example to Cancelled or Call Back)	The quantity that was taken out is put back in stock.
An order becomes Returned	The units stay out of stock until you receive the parcel back: by scanning its label on the Scan screen (Recuperate mode), or with Mark recuperated on the Returned tab. They are then added back to stock. Older returns from before this change are already counted back.
To In Transit, Delivered or Returned	You receive a notification.

Changing a status

• One order: click the status badge on the order's row and pick the new status. The list is under Change Status.
• Several orders: tick the orders, then click Change Status in the bar at the bottom of the screen. Each order is updated on its own. If some fail, a message lists which orders failed and why, and the others are still updated.

You can pick any of these statuses by hand: Pending, Confirmed, Call Back, In Transit, Delivered, Returned, Abandoned, Cancelled, Flagged.

What call center agents can change

Agents record the result of a call, so they have fewer moves:

From	An agent can move it to
Abandoned	Pending, Cancelled
Pending	Confirmed, Call Back, Cancelled, Flagged
Call Back	Pending, Confirmed, Cancelled, Flagged
Confirmed	Call Back, Cancelled
Cancelled	Pending, Call Back
Flagged	Cancelled

An agent cannot change an order that is In Transit, Delivered, Returned or in Delivery Problem. See Call center.

Bulk actions

Tick one or more orders to open the bar at the bottom of the screen. It shows how many orders are selected and offers:

• Clear to drop the selection.
• Delete selected, after a confirmation. Deleting cannot be undone.
• Export selected.
• Printing delivery labels and a handover manifest for orders already sent to a carrier. See Parcel labels.
• Change Status.

Editing an order

Click an order to open Edit order. You can change:

• Personal Information: Full Name and Phone.
• Delivery Information: wilaya/region, commune, Delivery Type (Home Delivery or Desk Pickup) and Company (the delivery company).
• Order products: change quantities and prices, Add product, or remove a product. An order must keep at least one product; to remove the whole order, delete it.
• Delivery fee waived: tick it to deliver the order for free. Untick it to charge the delivery fee for the order's wilaya/region again.
• Delivery Fee: shown read-only. Zimam computes it from the wilaya/region and delivery type.
• Total: updates as you change products. You can also type a different total, for example after a discount agreed on the phone; the order is saved with the total you typed.
• Agent, Note and Order Status.

The same window also shows:

• Order IP Address, with a Block customer button. See Blacklist Manager.
• Possible duplicates: other orders placed from the same IP address in your store less than an hour apart, each with its order number and the minutes between them. In the list, such an order has a possible-duplicate marker. This is a hint only; nothing is blocked or cancelled.
• Customer tracking link with Copy link, to send to the customer. See Order tracking.

Click Save to apply the changes.

Monthly order limit

Most plans include a number of orders per calendar month. The plan badge at the top of the dashboard shows how many you used this month. The count includes orders placed this month, except orders flagged by Fake Order Guard and orders that came from a connected sales channel. Abandoned orders are not counted here.

When a subscription plan reaches its limit, each extra storefront order is paid from your credit balance. If the balance cannot cover it, your storefront stops accepting orders until you add credits or change plans. On the pay-per-order plan, each order is paid from your credit balance. See Subscription and billing.

Good to know

• There is no refund status. With cash on delivery, Returned means the parcel did not reach the customer.
• Only storefront checkouts are refused by the monthly limit. Orders you enter with New Order are not refused.