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Managing Orders Manual

Last Updated: 8 January 2019


When your product is purchased through the platform and the payment is successfully confirmed, Chopni will forward the order to you for proceeding. This will happen through an update of the status of the order, made by Chopni. In this case, the order status will be changed to "Payment Confirmed", which is visible in the upper left corner of the order page. 

Also, at this point, you will receive an email, which will inform you of the sale. This email is the confirmation of the received payment.

Now, you may start processing the order. Each step you make is to be noted in the “Order Status History”, as we strongly recommend you to include comments for better clarity and customer experience.
 

From the "--Select New Status--" dropdown menu select:


Step 1

Processing – Set the status at PROCESSING, while you are prepraring the order for shipping.
This will let the customer know you are currently working towards shipping it.
Keep your processing time strictly as you have set it up in your Shop Settings.


Step 2

Shipped – Set the status at SHIPPED and provide a tracking number in the comment field on the left of the status.
The product must be sent in relevance with the chosen, by the customer, delivery option.
Each order must be sent with a Warranty Card (where applicable), invoice or a receipt and a Refund Form in English.
If you haven't got your own Return Form, you may download and print a copy from here.


Step 3

Upon Receiving – Set the status as COMPLETE once the customer has received their order.
Verification by Chopni.com will follow (via the tracking number), to verify that the product has in fact been received by the customer.
If a tracking number is not provided, and we have no way to check the receival of the package, the term of payment will be significantly increased.

 

That's it. Once you have completed the order, you may expect your payment according to our Payout Manual.


*Refunding or exchanging of products
In the cases, when there is a dispute over the received product or a request for a refund or product exchange with another one, you are to set the status to “refunded”.
For better clarity, include a comment indicating your exact actions. For help you may contact us.

After you have completed each step, you must save the changes (every time) as you click on “Change Order Status”.

If you still need to contact* the customer due to any reason you can do it via the field “Start a New Conversation with Customer”.
You may attach files, if necessary, from the button “Upload File”.
*Please keep in mind our Community Rules and do not share any contact or personal information.