Every order is a promise. Handling orders quickly and accurately is what turns first-time buyers into repeat customers and keeps your store in good standing. This guide covers the order workflow in our seller dashboard.
Screen names come from the seller dashboard at admin.airsoko.com and may change over time.
Know the standards first
Our Seller SLA sets out key expectations:
- Confirm orders within 24 hours of order placement.
- Self-shipping: ship within 2 business days of confirmation, with a maximum delivery time of 7 business days.
- Maintain a minimum order fulfilment rate, with penalties possible if you fall below it.
- Communicate delays caused by external factors to us and the customer.
Our Sanction Policy adds that false order status updates can lead to suspension, and that cancellations for reasons like "out of stock" or "price change" attract penalties.
Step 1: Find your new orders
- Sign in to admin.airsoko.com.
- Go to Orders.
- Use the filters, such as order status and payment status, to find orders that need attention.
Step 2: Review the order
Open the order to see:
- Products and quantities.
- Customer details and delivery information.
- Totals: order subtotal, delivery fee, discount and grand total.
- Platform commission and shop payout, so you know what you will receive.
- Order timeline, recording every change.
Check stock before confirming. If you cannot fulfil the item, contact our support team rather than leaving the order hanging, and set the product quantity to zero to avoid more orders.
Step 3: Confirm the order
Use Update order status to move the order to Confirmed. You can tick Notify customer so the shopper receives an update. This is skipped automatically if the order has no customer email, for example walk-in or guest orders.
Step 4: Pack the order
- Print the packing slip from the order page.
- Pick the exact item and variant listed.
- Package it following our Packaging Guidelines.
- Create a shipping label if you are using one. The label form includes a courier choice and package weight.
Step 5: Ship and add tracking
When the parcel leaves:
- Open Update Tracking Number.
- Choose the courier from the list or enter the courier name if it is not listed.
- Enter the tracking number.
- Save, and update the status to show it has been dispatched.
Customers can then follow their parcel on the Track page using the order ID or tracking number.
Step 6: Keep the status accurate
The order status list includes stages such as Pending, Confirmed, Ready to dispatch, Dispatched, At local facility, Out for delivery and Delivered, as well as statuses for failed contact, refused shipments and returns. Update the status as the order moves, and only to reflect what has actually happened.
Step 7: Use notes and tags
- Notes can be internal or marked visible to customer.
- Tags help you group orders, for example "gift wrap" or "fragile".
Step 8: Handle returns and refunds
The Aftersales area lets you review return requests and track refund payouts. Our SLA requires refunds to be processed within 48 hours after approval. Under our Sanction Policy, returned orders not picked up within 7 days attract daily demurrage charges, so collect returned items promptly.
AFS orders
If a product is fulfilled through Airsoko Fulfillment Services, we handle picking, packing, delivery and returns for that order. You still see the order in your dashboard.
A daily order routine
- Morning: confirm all new orders.
- Midday: pack and label confirmed orders.
- Afternoon: hand over to couriers and add tracking numbers.
- Evening: update statuses and answer customer messages.
When things go wrong
- Out of stock after an order? Contact our support team straight away rather than letting the order expire, and update your stock. Cancellations count against you under our Sanction Policy.
- Customer unreachable? Note your attempts on the order and use the appropriate status.
- Courier delay? Tell the customer and us, as the SLA asks, and update the tracking information.
- Wrong item sent? Arrange the correct item quickly; under our Sanction Policy, the merchant bears the cost of replacement shipping.
Manual orders
The Orders area also lets you create an order manually, which can be useful for phone or in-person sales you want recorded in the same system.
Simple daily discipline
Great order management is simple discipline: confirm quickly, pack carefully, add tracking, keep statuses honest and handle returns promptly. Do this every day and your ratings, and your sales, will follow.
Manage your orders at admin.airsoko.com.
