Orders (platform view)
Cross-channel orders
Switch to __default_channel__ to see marketplace orders, or switch into a seller’s channel to investigate orders on their storefront.
Order detail tabs
| Tab | What you can do |
|---|---|
| Summary | See lifecycle, items, totals |
| Customer | Customer record, address, history |
| Payment Details | Paystack reference, method, amount, status |
| Order History | Full timeline (created, paid, shipped, refunded…) |
| Notes | Add internal or customer-visible notes |
Refunds (admin-initiated)
Use when the seller can’t or won’t process a refund themselves (disputes, fraud, abandoned account):
Confirm the dispute reason
Customer service ticket, chargeback notice from Paystack, or the seller’s response — keep a paper trail in Notes.
Refund
Order detail → Refund. Pick items, amount, and whether to restock.
Adjust seller wallet (if needed)
If the seller already received the funds, Money → Wallet Adjustments (SuperAdmin / Finance Admin only) to claw back. Document the adjustment in the order notes.
⚠️
Admin refunds bypass the seller. Always note the reason. These are the most common source of seller disputes — the audit trail matters.
Cancellations & disputes
- Pre-payment cancellation — cancel and notify both parties.
- Post-delivery dispute — investigate via Order History + Customer Notes; refund partial or full.
- Chargebacks — Paystack notifies us; reflect the dispute on the order with
customer_dispute=truenote and freeze seller payouts until resolved.
Common queries
| Need | Where |
|---|---|
| All open orders for one seller | Seller’s channel → Orders with filter Active |
| All refunds in last 30 days | Orders → Filters → State = Refunded, last 30 days |
| Stuck “Payment Pending” orders | Orders → Filters → State = ArrangingPayment, sort by oldest |