Commerce Panel → Orders → My Orders
The My Orders page is the central hub of the Order Management System. Every order placed across your sales channels — websites, marketplaces, and stores — lands here. This page explains how the dashboard is structured and how to navigate it efficiently, so you can find any order and take the right action without hunting through tabs.
From the left sidebar of the Commerce Panel, click Orders. This expands three sub-navigation items:
- My Orders: The main OMS dashboard where you view, process, and manage all orders.
- Manifest: The dedicated page for generating and managing dispatch manifests.
- Bulk Action: Allows you to process multiple orders at once — confirm, pack, or cancel shipments in bulk using uploaded files or batch selections.
Click My Orders to open the dashboard.
The bar directly below the page title contains controls you'll use frequently:
- My Fulfillment Orders (dropdown): Controls which set of orders you see on the dashboard. The dropdown offers two options:
- My Fulfillment Orders (default): View and manage orders you're actively fulfilling — orders assigned to your company's selling locations.
- Cross Company Orders: View orders placed on your marketplace that are fulfilled by partner companies who will manage them. This is relevant if you operate a marketplace model where third-party sellers handle fulfilment on your behalf.
- Create Order: Opens the manual order creation form for placing phone orders or orders on behalf of a customer. See Create Order for details.
- Refresh (icon + timer + dropdown): Reloads the order list to fetch the latest data. The dropdown next to the timer offers two modes:
- Manual Refresh: Click the refresh icon to reload the order list on demand at any time.
- Auto Refresh every 10 minutes: Enable this option to have the order list refresh automatically at 10-minute intervals. The countdown timer resets after each refresh. This is useful if you keep the OMS dashboard open throughout the day and want it to stay current without manual intervention.
Super-lanes are the top-level tabs on the My Orders page. They represent the broadest stages of an order's lifecycle. Clicking a super-lane filters the order list to show only orders in that stage.
The super-lane row also contains three additional controls:
- + (Add): Click to create a custom super-lane with your own filter criteria. Useful if your workflow requires a view not covered by the default lanes.
- ⋯ (More options): Opens a menu with two options:
- Reset Tabs To Default: Reverts any custom super-lane configurations back to the original default tabs (All, Unfulfilled, Processed, Returns, Action Centre). Use this if you've added or rearranged custom lanes and want to start fresh.
- Order Error Log: Opens a dedicated page listing orders that encountered errors during processing — such as payment mismatches, duplicate orders, or sync failures. The page includes its own search and filter controls (Search Type, Search by Order ID, Date Range, Sales Channel).
Displays every order regardless of status — new, in-progress, delivered, returned, or cancelled. Use this when you need a complete view or want to search across all orders without stage restrictions.
Your primary working lane. This shows all orders that are yet to be fully processed and dispatched. New orders land here first, and they stay here until you generate a manifest and hand them over to the delivery partner.
The Unfulfilled super-lane contains the following sub-lanes:
- Upcoming: Orders that are scheduled for future fulfilment (e.g., pre-orders or scheduled deliveries). The count badge shows how many are pending.
- New: Orders just placed by customers. No action has been taken yet. This is where your daily workflow starts.
- Confirmed: Orders where you have confirmed the items you can fulfil. Awaiting invoice generation and packing.
- To Be Packed: Invoice and label have been generated. The shipment needs to be physically packed and marked as packed in the system.
- Ready To Dispatch: Shipment is packed and waiting to be included in a manifest for handover to the delivery partner. Each sub-lane shows a count badge next to its name (e.g., "New (195)", "To Be Packed (26)") indicating how many orders are currently in that status. This helps you quickly identify where your attention is needed. The first sub-lane in each super-lane also has a dropdown arrow for additional filtering options.
These are shipments that have been dispatched and are at various stages of delivery or completion.
Sub-lanes include:
- In Transit: The delivery partner has picked up the shipment and is en route to the customer.
- Handed Over To Customer: The shipment has been handed over to the customer by the delivery partner. This is an intermediate state before the delivery is formally marked as complete.
- Delivery Done: The delivery has been confirmed as successfully completed.
- Cancelled: Orders that were cancelled at any stage — either by the seller, the customer, or the system.
- Delivery Failed: The delivery partner attempted delivery but was unsuccessful (e.g., customer unavailable, wrong address, refused). These may require re-delivery or RTO action via the Action Centre.
Includes all orders with active or completed return activity — customer-initiated returns, exchanges, return-to-origin (RTO) shipments, and refund processing.
Sub-lanes include:
- Return Requested: The customer has raised a return request that is awaiting approval or action from the seller.
- Return Initiated: The return has been approved and the reverse pickup has been scheduled with the delivery partner.
- Return In Transit: The returned item has been picked up and is on its way back to the selling location.
- Return Delivered: The returned item has been delivered back to the selling location and is awaiting quality check.
- Return Accepted: The return has passed quality check and been accepted. The refund or exchange process can now proceed.
Highlights orders that need immediate manual intervention. These are orders that cannot proceed through the normal flow due to issues like locked shipments, exchange dependencies, or system errors.
Sub-lanes include:
- Locked: Shipments that are currently locked and cannot be processed until a dependency is resolved. For example, an exchange shipment may be locked until the corresponding return shipment is completed. The count badge shows how many shipments are locked (e.g., "Locked (6)"). The Action Centre order list includes an additional Lock Reason column (not present in other super-lanes) that displays the reason each shipment is locked, along with a lock icon. For example: "Exchange Shipment will be locked until return shipment..." This column helps you understand what is blocking each order without having to open it.
The SLA column in the Action Centre uses visual indicators to highlight breached timelines — a red circle icon with negative time values (e.g., "- 2 days", "- 2 days 1 hr") indicates the shipment has exceeded its expected processing window. Prioritise shipments with the largest SLA breach.
Click the + icon next to the sub-lane chips to add custom sub-lanes within the Action Centre for tracking specific types of issues.
Between the sub-lane chips and the order table, two icons provide additional actions:
- Download (down-arrow icon): Exports the currently filtered order list as a downloadable file. This is useful for generating reports or sharing order data with your team.
- Filter (funnel icon): Opens an advanced filter panel for column-level filtering beyond the inline filters. Use this to apply more specific criteria such as filtering by delivery partner, payment mode, tags, or sales channel.
The order list is displayed as a table with the following columns, matching exactly what you see on the platform:
- Channel: The sales channel from which the order was placed, shown with the channel logo and name (e.g., SnacAdda, CitadelDemo, krunal-rathi). This helps you quickly identify which storefront or marketplace the order came from.
- Shipment ID: The unique numeric identifier for the shipment (e.g., 17791768977031914806). Below the ID, the placed date and time is displayed (e.g., "Placed: May 19, 2026 1:18 PM"). Click the Shipment ID link to open the full shipment detail page.
- Price: The order value in your base currency (e.g., INR 80.00, INR 21.00). Below the price, the payment mode is displayed as a label — PREPAID for pre-paid orders, COD for cash-on-delivery. An info icon (ⓘ) next to the price shows additional pricing details on hover.
- Status: A colour-coded badge showing the shipment's current status (e.g., HANDED OVER TO CUSTOMER, DP ASSIGNED, NEW, CONFIRMED). The badge colour changes based on the status — green for delivered/handed over, orange for in-progress states, red for cancelled.
- Items: A thumbnail image of the product(s) in the shipment. This provides a quick visual reference so you can identify the order without opening it.
- SLA: The Service Level Agreement indicator showing whether the shipment is within or breaching the expected processing/delivery timeline. A green indicator means the shipment is on track. A red circle icon with a negative time value (e.g., "- 2 days", "- 2 days 1 hr") means the shipment has breached its SLA. Use this column to prioritise orders at risk of or already past their deadline.
- Tags: Labels applied to the shipment for categorisation (e.g., STANDARD DELIVERY, EXPRESS, EXCHANGE, INTERNATIONAL). Tags are displayed as outlined chips and are useful for filtering and identifying order types at a glance.
- RTO Risk: An AI-powered score from 0 to 100 that predicts the likelihood of a shipment being returned to origin. The score is visible before you dispatch an order, so you can act on high-risk shipments early. See RTO risk score below for full details.
The search and filter controls sit in a single row above the super-lane tabs, allowing you to narrow down orders before selecting a lifecycle stage.
The Search Type dropdown (default: Auto) determines which field the search bar matches against. Available options include:
- Auto (default): Tries to match your query across all fields automatically.
- Shipment ID
- Order ID
- Bag ID
- External Order ID (for marketplace orders)
- Customer email or phone
- AWB (Airway Bill) number
- Invoice number
The search field (placeholder: "Search by Shipment ID, Order ID or Customer") accepts your query based on the selected Search Type. Type your query and press Enter to filter results.
A date picker that filters orders by their placement date. By default, it shows the last 30 days (e.g., "Apr 19, 2026 ~ May 19, 2026"). Click the calendar icon to select a custom date range. This is useful for reviewing orders from a specific period or narrowing results when searching.
A dropdown to filter orders by the selling location (store or warehouse) assigned to fulfil them. Select a specific location to see only orders routed to that facility. Leave unselected to see orders across all locations.
Controls the order in which results are displayed. The default sort is SLA, which prioritises orders closest to or breaching their Service Level Agreement. Other sort options may include newest first or oldest first.
For advanced filtering beyond these inline controls, click the filter icon (funnel) above the order list table to access additional column-level filters.
For detailed guidance, see Search & Filter Orders.