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Accepting or Declining Orders
Accepting or Declining Orders

Let your customers know if you are able to fulfil the orders! Automate your communication and reduce customer services questions.

Jeffrey Meese avatar
Written by Jeffrey Meese
Updated over a week ago

Communication with your customers is important! After they have placed an order with you, you don't want to leave them hoping and praying that you received the order and will be delivering it to them.

tl;dr - Accepting/Declining Orders

When you receive a new order from your customer, you should...

(1) Accept and schedule the order for delivery: When you're able to deliver all the ordered products to your customers 💯

(2) Partially accept the order: When you're only able to deliver some of the ordered products (I'm sure you're not going to decline the entire order just because you can't delivery 1 out of 10 products in the list).

(3) Decline the order: When you (unfortunately) are not able to deliver any products in the order

Accepting and schedule orders for delivery

To accept an entire order, navigate to the orders page and open a pending order.

Review the order (eg requested delivery date), you can hover over the quantity to check the stock level of the product, and when you are ready hit the "Schedule for delivery" button to accept and schedule the order for delivery. You can also leave a quick note for your customer (you could thank them for the business or simply add some delivery details).

On OrderEZ's mobile app

  1. Click to open a pending order

  2. Review the order and click "Accept Order"

  3. Leave a note for your customer, then click on "Yes, accept order"

Your customer will receive an email notification that the order has been accepted.

Note: Accept and schedule for delivery is available only on web broswer. If you are using OrderEZ mobile app, please accept the order, then schedule delivery in a separate step. We're working to have the feature available up on the mobile app real soon 😉

Partially accepting an order

Sometimes, we don't have all the products that our customers want, but we don't want to turn down the entire order just because we're missing one product right? In such cases, we can partially accept an order and remove the product that is currently unavailable.

Open the order and click on the item that is unavailable, then click on "Schedule for delivery". This will remove the unavailable product and accept the rest of the order.

You may also want to leave a quick note to your customer (perhaps proposing a similar product that you can deliver to them or informing them when it will be back in stock).

The order will be partially accepted.

On OrderEZ's mobile app

  1. After opening the order, click on the item that is unavailable to remove it, then click on "Partially Accept Order"

  2. Enter a note to your customers, then click on "Yes, accept order"

  3. The order will be partially accepted.

Declining an order

In the unfortunate event that you have to decline an entire order from your customers, here's how to do it.

Open the order and click on "Manage Orders", then "Decline Order". Enter a note to your customers (maybe explaining why you have to decline this order), then click on "Decline Entire Order".

On OrderEZ's mobile app

  1. Open the order and click on the more options button on the top right corner, then click on "Decline Order"

  2. Enter a note to your customer, then click on "Decline Entire Order"

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