Working an order · DiGiMaker Docs

Managing orders covers the six stages. This page covers every action you can take on an order, in the order you will need them.

The actions on a row

Nothing is hidden in a menu — every action sits on the order row itself.

Action	What it does	When it appears
Accept order	Confirms you will fulfil it. Moves the order to To Pack.	To Accept
Label	The courier sticker for the parcel.	Once a courier is booked
Invoice	The tax invoice for the buyer.	Always
Logistic	Opens the courier picker with live prices.	Before dispatch
Track	The parcel’s journey plus a public link for the buyer.	Once an AWB exists
Mark delivered	Confirms it reached the buyer.	In Transit
Request Refund	Asks Finance to send money back.	Always
Cancel order	Cancels and restocks the items.	Before delivery

Accepting a new order

A new order in the To Accept stage with the stage tabs, order details, payment, customer, shipping and every action button marked — Everything on a To Accept row, explained.

Before you press Accept, check three things:

Is the address complete?

It needs a house, flat or shop number. If not, press Edit next to the customer and fix it now — see below.

Is this a first-time COD buyer?

A blue New tag means they have never ordered before. Use the call-status dropdown — Not Called / Confirmed / No Answer / Not Required — and actually make the call. A confirmed COD order almost never comes back.

Is it a duplicate?

Use the Duplicate → Possible duplicates filter. The same person ordering the same thing twice within a short window is usually a double tap, not two orders.

Fixing the buyer’s details

The Edit customer details dialog with name, phone, address lines, city, state and pincode marked — Fix it before you dispatch, not after the parcel comes back.

Edit next to the customer name opens this. Correct the phone (the courier calls it at the door), the address, or the pincode — the pincode decides both serviceability and cost.

Choosing a courier and dispatching

An order in To Dispatch with the AWB, Track link, Label, Invoice and Logistic buttons marked — Packed and waiting for the courier.

Press Logistic — choose courier to compare live prices for this exact parcel.

The dispatch dialog showing chargeable weight and every courier with its price, the default marked, and the Dispatch button — Prices are for this parcel's chargeable weight, not a generic rate.

Pressing Dispatch books the courier, generates the AWB, and moves the order to In Transit.

Then print the Label (goes on the parcel) and the Invoice (goes to the buyer).

Tracking, and answering “where is my order?”

An In Transit order with the New buyer tag, courier and charge, Track link and Mark delivered button marked — In Transit shows what the shipping actually cost you.

The tracking drawer with the public tracking link, expected delivery and the step-by-step journey — Send the public link instead of answering the same question by phone.

The public tracking link works without an account. Sending it on WhatsApp when you dispatch prevents most “where is my order?” calls before they happen.

The Journey lists every step with a timestamp. A step that has not moved in days is your cue to chase the courier.

When it genuinely arrives, press Mark delivered. For COD, that is what starts the cash coming back to you.

Requesting a refund

The Request refund dialog with the Finance-approval note, amount, channel, reason and note fields marked — You request; the DiGiMaker Finance team approves and executes.

Field	Options
Refund amount	Full order value or part of it.
Refund channel	Online gateway (back to the card/UPI used), COD offline (a manual transfer — there was no online payment to reverse), or Store credit.
Reason	Order cancelled · RTO · Buyer return · Damaged item · Price adjustment · Duplicate charge · Goodwill · Other.
Note	Context for the approver. A clear note gets approved faster.

A request moves through requested → approved → processing → processed, or is rejected. See Refunds.

Cancelling an order

The cancel order confirmation showing that it cannot be undone and that items are restocked — Cancelling restocks the items automatically.

Cancelling does not refund money on its own. If the buyer already paid online, raise a refund request as well.

Where to go next

Managing ordersThe six stages and how to find an order.Rate calculatorCheck courier prices before you dispatch.Returns, NDR & RTOWhen a delivery does not go to plan.