Autopilot Help Centre

🧾 Orders All topics →

Orders Where does the customer's courier record badge show? Next to the customer's phone on Website orders, the classic dashboard's order list, Incomplete orders, Seller orders, Courier & parcels and CRM › Customers. Orders What is order distribution? Order distribution shares new website orders among your Store Managers by each one's share. While it is on, each of them sees only their own orders. It is off until you t... Orders How do I set up order distribution? In Website orders › Order distribution, switch people on, give each a share, tick Distribute new orders automatically and press Save. Share out an absent person's orders... Orders What does a Store Manager see when order distribution is on? Only the website orders given to them, plus incomplete orders. Their counts, search, print, export and Order report show only those, and their dashboard shows My orders t... Orders Where do I see the photos a customer uploaded with an order? Open the order's edit page from Website orders and look under Customer Image. Press a photo to open it full size. Only your signed-in team can see them. Orders What do the website order statuses mean? Each website order has one status, from Pending (new) to Complete (delivered), plus On Hold, Cancelled, Return, Incomplete and Fake, each with its own link. Orders How do I confirm a new website order? Open Website orders › Pending, check the customer's record next to the phone, call to confirm the order, then change its status to Processing. Orders How do I change an order's status? Click the status badge on the order in Website orders, pick the new status and press Update. Cancelling, returning or marking fake gives the stock back. Orders How do I change the status of many orders at once? Tick the orders in Website orders, press Status Change, pick the new status and press Submit. Every ticked order moves to that status in one go. Orders How do I create an order from the admin panel (phone orders)? In Website orders press Add New Order, add the products, the customer's name, phone and address, a delivery charge and the date, then press Save. Orders How do I edit an order? Click the edit icon on the order in Website orders, change products, quantities, address or charges, and press Update. Change a booked parcel at the courier too. Orders How do I search and filter orders? Use the status links under Website orders, the search box for invoice, name, phone or address, and the two date boxes with Filter for a date range. Orders How do I print invoices, one or many? Click the printer icon on an order to print its invoice, or tick many orders and press Print to print them all at once. Pending orders cannot be printed. Orders How do I give orders to a staff member? Tick the orders in Website orders, press Assign to…, pick the person and press Assign. Or move one order from its page. Only the office can move orders; each move is kept... Orders How do I export orders to Excel? Open Store reports › Order report, set the filters you want (status, dates, courier, person), press Submit, then press Export to download an Excel file. Orders How do I delete an order and get it back? Deleting an order moves it to the trash and gives its stock back. Open Trashed Orders to restore it or delete it for good. Needs Delete & restore orders. Orders What are incomplete orders? An incomplete order is a cart left at checkout after the shopper typed their phone number. The list shows who to call while they still remember your shop. Orders How do I follow up incomplete orders by phone or WhatsApp? Open Incomplete orders, press Call or WhatsApp, then save what happened: No answer, Call later or Not interested, with a short note of what the customer said. Orders How do I turn an incomplete order into a real order? When the customer says yes, press Confirm order on the cart. It becomes a Pending order and opens so you can check the name, address and items, then save. Orders How do I send a reminder SMS to shoppers who left the checkout? Turn on Reminder SMS by itself at the bottom of Incomplete orders: choose after how many minutes (10–1440) and the text. Each cart gets one SMS at most. Orders How do I mark and review fake orders? Change the order status to Fake, then review them in Administration › Security › Fake orders. Block the phone number or IP so they cannot order again. Orders How do I track returned orders? Returns tracking lists every website order with the Return status: invoice, customer, courier and tracking ID, amount and its own Return Status you can update. Orders When should I put an order on hold? Put an order On Hold when it is real but cannot move yet: waiting for an advance, for stock, or for the customer's answer. Check the On Hold list every day. Orders How does checkout work on my shop? The shopper writes name, phone and address, picks a delivery charge and payment, presses Confirm order and sees a thank-you page. Each step explained.