This document provides an overview of order management on an e-commerce platform. It discusses the orders tab interface, order types and stages, service level agreements (SLAs) for order fulfillment, and penalties for SLA breaches and order cancellations. The orders tab allows sellers to view, filter, and manage orders by status. Orders can be single-item or multiple-item. SLAs define the standard and expedited timelines for order shipping. Penalties of 3-7% of the order value are charged for late shipping or cancellations beyond grace periods. Tracking tools help sellers monitor SLA compliance and avoid financial penalties.

1. Orders Overview
In this module, we will discuss:-
1. Overview of the Orders tab
2. Understanding the Orders and its types
3. About SLA (Service-level agreement)
4. SLA breach and cancellation penalties

2. Overview of the Orders tab
Learn in detail about the Orders tab

3. Overview of the Orders tab
Orders tab: Here, you can check all your orders
Select Filter: You can use this filter to search your orders using their different IDs or stages. E.g. Order ID, Item ID
Date Filter: You can use this filter to view your orders within a specific date range or view your old orders
Tip - You can search multiple values separated by a space in the search filter
The following tab allows you for easy management of tasks that includes shipping, tracking, and processing an order-

4. Overview of the Orders tab
Confirm & Pack: You will see all your new orders that need to be processed here
Request Pickup: This is the stage where you will request for the order’s pickup
To Handover: Here, you will see those orders whose pickup is awaited
All orders: You will be able to see your orders of all the stages here
These are the Order stages through which your orders will move while getting processed-

5. Overview of the Orders tab
More: This is where you will see the Shipped, Delivered, and Cancelled orders
Shipped: Check all your shipped orders here
Delivered: Check all your delivered orders here
Cancelled: Here, you can check all the orders cancelled by you and the customer

6. Overview of the Orders tab
Download Order Details (CSV): Here, you can download the list of your orders in a CSV format
Download Order Details (CSV) dropdown: These options will help you to process your orders in bulk
These are the tabs that allow you to process all your orders in one go (in bulk) -

7. Overview of the Orders tab
Urgent Orders: These are the orders which demand an immediate action. Here, you can view those orders whose SLA is breaching
soon or has already been breached
Sort by: You can easily sort the orders by their order Manifest date or Shipping date
Urgency filter: You can apply the urgency filter to view your urgent orders

8. Overview of the Orders tab
Here, you can check the quantity of the urgent orders with respect to their stages

9. Overview of the Orders tab
Standard: These orders need to be shipped within the standard SLA
Fast Forward: These orders are to be shipped within the FAST FORWARD SLA

10. Overview of the Orders tab
Request Pickup By: This tab would inform you about the last date and time by which you should raise the request for pickup.
Ship By: Here you can check the shipping deadline of the order (by which the order should be marked as shipped)
View More Details: Click here to view the customer, warehouse and courier details

11. Understanding
the Orders and its types

12. What is an Order?
• When a customer purchases any product from your catalogue, it is termed as an Order
• An Order may include one or more products
• Each product of an Order has an Item ID
You acknowledge the
order
Shipped to delivery partner
The customer receives
the product
Customer places an
order
You pack the same and
request for its pickup
Journey of an Order

13. There are two types of Orders
Multiple Orders
• When the customer has purchased only one item from you
• It has only one Order ID and one Item ID
Single Order
• When the customer has purchased more than one item or more than one unit of
the same item from you
• It has a single Order ID and more than one Item IDs

14. Understanding the Service Level
Agreement (SLA)
Learn in detail about the SLA, its tracking, and various penalties

15. What is a Service Level Agreement (SLA)?
A Service Level Agreement (SLA) is your promise to ship your products to your customers within a certain number of days
You can check your ‘days left for shipping’ in the Seller Panel under the Orders tab
Note – If the SLA is breached, the order will be auto cancelled and you will be charged their penalties

16. Various scenario and penalties
Scenario Penalties
1. Order cancelled by you before ship deadline
2. Order not ‘shipped’ by ship deadline
7% of selling price is deducted as a cancellation penalty
3% of selling price is deducted as SLA breach penalty
1. Order ‘shipped’ within the grace period 3% of selling price as SLA breach penalty levied at ship deadline
breached stage remains
Order
received
Ship deadline
breached
Auto
cancelled
Dispatch
SLA
1
day
grace
period
3% of selling price as SLA breach penalty and 7% of selling price
is deducted as cancellation penalty
3% of selling price as SLA breach penalty levied at ship deadline
breached stage remains and 7% of selling price is deducted as
cancellation penalty
2. Order cancelled by you in grace period
1. Order not ‘Shipped’ & ‘Auto-Cancelled’ after grace
period
Note- 1. The minimum penalty amount will be Rs.35 on both SLA breaches and Cancellations by the Seller
2. These charges are exclusive of taxes

17. Tracking the SLA and cancellation penalties
Ship By:
• The shipping deadline is displayed on the Orders panel for each order.
• You are advised to get your order marked as shipped before the ship deadline
Penalties:
• If the order is not shipped as per the defined SLA, the order may get auto-cancelled
• 3% of the selling price is deducted as the SLA breach penalty for all categories
• In order to avoid customer dissatisfaction, we give one day as a grace period so that you can ship the order
Note- 1. The minimum penalty amount will be Rs.35 on both SLA breaches and Cancellations by the Seller
2. These charges are exclusive of taxes
Maximum Penalty of ₹ 41.30 will be levied for SLA Breach
Maximum Penalty of ₹ 41.30 will be levied on Cancellation

18. Tracking the SLA and cancellation penalties
• If the order is not shipped within the grace period, then the order will be auto-cancelled
• Once your order is cancelled, you will be levied with cancellation penalty, which will be a 7% of selling price as the
• The total penalty post cancellation of an order is: SLA breach Penalty which is 3% of the selling price + 7% of the selling price as a cancellation penalty
Note- 1. The minimum penalty amount will be Rs.35 on both SLA breaches and Cancellations by the Seller
2. These charges are exclusive of taxes

19. Thanks everyone!
For any query, please raise a ticket using the Seller Helpdesk tab on your seller panel