This feature is available only to paid customers and is no longer offered to new customers.
You can view orders from all outlets in the region associated with your account. You can also ship orders, prepare stock, and handle after-sales services.
1. Order management
The order list displays orders from all outlets of the brand. You can filter orders by outlet, order number, and other criteria. The list includes the order number, sales outlet, customer, order source, product information, order status, after-sales status, and order notes.
You can export orders by clicking the Export button. This action exports all order information from the current list, including customer and merchant notes, to assist with shipping.
In the search area of the Order Management page, you can set Order Type to a specific Points Interaction event to search for all orders generated by that event type.
When searching for orders, you can search by product name, select a product, or search by product code. Note that you must enter the full product name due to API limitations, and the product code must be an exact match.
Click View Details to open the order details page.
In the lower-left corner, you can see the event that generated the current order. Click the event name to open the event rules page.
To initiate a refund, click the Merchant-initiated Refund option in the product row. In the pop-up window, you can select the Rollback Product Inventory checkbox to return the item to your inventory. After you enter the refund amount, the buyer receives the refund.
For orders that are pending preparation, the Prepare Stock button is displayed. Click Prepare Stock to open a pop-up window that lists the products to be prepared.
Note: You cannot prepare stock for an order that has a pending refund. You must process the refund first.
The View Logistics option is displayed for shipped products. Click this option to view the product's logistics information. You can click Modify Logistics to change the logistics company and tracking number. You can also copy the tracking number.
Note: You cannot modify logistics for orders shipped from an offline outlet.
If the order is a group buying order, you can click View Group Orders to see its details.
You can add notes to an order. After a note is added, it appears in the order list and on the order details page.
2. Shipment management
The list shows orders with the delivery method set to mail. From this list, you can view the shipping status, see order details, and ship orders.
To ship from a warehouse, you can choose self-delivery, or select a logistics company and enter the tracking number. After you confirm the shipment, the order status changes to Shipped and the customer is notified.
Note: Self-delivery means the merchant delivers the order directly to the customer. Selecting a logistics company means the order is shipped by a courier service.
When you choose to ship from an offline outlet, a notification is sent to the outlet manager. The order status in the system does not change, and you cannot click Ship again. The status changes to Shipped only after the outlet ships the order.
You can view lists of orders with different shipping statuses on the To be Shipped and Shipped tabs. The Shipped tab lists all orders with a status of Shipped.
3. Pickup verification
To verify a self-pickup order, enter its pickup code.
Note: You can only verify self-pickup orders that you have permission to manage.
The To be Picked Up list shows orders with a status of Pending Preparation or To be Picked Up.
Note: The Prepare Stock button is displayed for these orders. Click it to prepare the stock. You can also click View to see the order details.
The Picked Up list shows orders with a status of Picked Up. From this list, you can view the order details.
4. Refund requests
In this section, you can view the status of after-sales orders, process after-sales requests, and check the progress of the after-sales flow.
This section shows refund requests from all outlets that you have permission to manage.
You can process the buyer's after-sales request.
Note 1: If a buyer requests a refund, the merchant can either approve or deny the request.
2: If a buyer requests a return and refund, the process is as follows: The merchant approves the return or denies the refund request. If the merchant approves, the buyer returns the item and provides the logistics information. The merchant then confirms receipt and approves or denies the final refund.
Click View after-sales to see the after-sales details.
5. Shipping fee settings
Note: In the list, only the creator of a template can use the Edit, Delete, and End features. Other users have view-only permissions.
The list shows all configured shipping fee templates. You can set up multiple templates, and different outlets can use different templates.
Note: Outlets that do not have a specific shipping fee template assigned will use the default template.
In the Applicable Outlets section, you can set the outlets to which a shipping fee template applies. The selected outlets will then use this template to calculate shipping fees.
Click View to see the shipping fee rules set in the template.
Click Edit to modify a configured template.
To add a shipping fee template, enter a template name, set the delivery areas and shipping fees, and select the outlets that will use the template.
For example, you can set the delivery area to Zhejiang Province, with a shipping fee of 5 CNY for the first item and 4 CNY for every two additional items. If you apply this template to the Xiamen Ruaner Digital outlet, orders from that outlet shipping to an address in Zhejiang Province will have their shipping fees calculated based on these rules.