Order Fulfilment Guide
Follow the steps below to process an order from the moment it is received until it is successfully delivered to the customer.
Important: Fulfilled by Seller
Fulfilled by Seller does not mean that you use your own courier. When you generate the waybill, the order is automatically allocated to a third-party courier who will collect it from your pickup location.
Before you begin
Read the Top Order Fulfilment Tips article to understand the basic practices required to meet your agreed service-level agreements.
1 Receive and Locate the Order
When a new order is received, a notification will appear on the Seller Portal home page. The New Orders tracker at the top of the page will update as new orders come in.
To begin processing the order:
1. Navigate to Orders > Active Orders.
2. When managing multiple pickup addresses, use the dropdown menu in the top-right corner to select the correct location.
3. Review the order statuses and the number of orders in each status for the selected collection location.
2 Generate the Waybill
1. Identify the orders in the Pending Label stage.
2. Select the relevant order or orders.
3. Click Generate Labels.
Only generate the waybill when the order is ready
Make sure the product is securely packaged, correctly labelled and ready for collection before generating the waybill. A courier may arrive within an hour.
Once the waybill has been generated successfully, the order will move to the Pending Handover stage and will be allocated to a third-party courier for collection.
When experiencing difficulty generating a waybill, refer to the waybill troubleshooting article for guidance.
3 Handover the Order to the Courier
The assigned courier will arrive at your pickup location to collect the order.
1. Check the courier information shown on the waybill.
2. Handover the parcel only to the courier assigned to that order.
3. Confirm that the parcel is securely packaged and meets the required packaging standards.
For further guidance, refer to the article on packaging products securely. Once the courier has collected the parcel, the order will move to the In Transit stage.
4 Delivery to the Customer
While the order is in the In Transit stage, the courier will deliver it to the customer within the next three business days.
Once delivery is successful, the order status will change to Completed Orders.
The completed order will then become eligible for payment.
Refer to the payment cycles article for information on when payment will be processed.
Order Status Overview
Pending Label
What it means: The order has been received.
Action required: Generate the waybill so that a courier can be allocated for collection.
Waiting for Waybill
What it means: The system is waiting for the waybill to be generated.
Action required: No action is required. Wait for the waybill to generate.
Pending Handover
What it means: The order is waiting for the courier to collect it.
Action required: Keep the parcel ready and hand it over to the correct courier.
In Transit
What it means: The courier has collected the parcel and is delivering it to the customer.
Action required: No action is required.
Completed Orders
What it means: The courier has successfully delivered the order to the customer.
Action required: No action is required. Payment will follow according to the payment cycle.
Prepare before generating the waybill
A successful fulfilment process depends on having the correct order securely packaged, accurately labelled and ready for the assigned courier to collect.
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