Order Lifecycle

Order lifecycle actions depend on the current status and the order flow configured in OMS Settings. Socialone shows only the valid next actions for each order.

How Order Flow Affects the Lifecycle

The Order Flow setting in OMS Settings determines which steps are automatic versus manual:

• Manual: staff reviews each order, confirms it, and requests payment manually. Full control over every step.
• Confirm → Pay: valid orders are auto-confirmed on creation. A payment request is then sent to the customer automatically via WhatsApp.
• Pay → Confirm: a payment request is sent first. After payment is captured via WhatsApp Pay, the order is automatically confirmed.

Product Order: Status Actions

• Pending: Confirm Order (with optional note) or Cancel Order.
• Confirmed / Processing: Mark as Shipped (requires a tracking number) or Cancel Order.
• Shipped: Mark as Delivered or Cancel Order.
• Delivered, Cancelled, Refunded: no further status actions are shown.

Service Booking: Status Actions

• Pending: Confirm Booking (moves to Scheduled) or Cancel.
• Scheduled: Complete Booking, Mark as No Show, or Cancel.
• Completed, No Show, Cancelled: no further status actions are shown.

Service bookings also track appointment start and end time, assigned staff member, and whether a reminder was sent to the customer.

Order Detail Sections

• Customer: contact name, phone, email, and a View Chat shortcut when the order is linked to a conversation.
• Items: product name, image, brand, retailer ID, quantity, unit price, and line total.
• Price Breakdown: subtotal, discount, tax, shipping, and total.
• Shipping Address: collected from WhatsApp or saved contact data. Appears for physical product orders only.
• Appointment: appointment start and end time, assigned staff member. Appears for service bookings only.
• Payment: payment status (Unpaid / Paid / Partial / Refunded), WhatsApp Pay transaction ID, and payment received timestamp when available.
• Status History: every status change with the user who made the change, an optional note, and the timestamp.

Payment & Shipping Fields

• Note (optional): add context when confirming, shipping, or cancelling. Saved to status history.
• Tracking Number: required when marking a product order as shipped. Shown in status history.
• Request Payment: sends a WhatsApp Pay request to the customer. Not available if the order is already paid or WhatsApp Pay is not configured.
• WA Pay status: shows the WhatsApp Pay transaction state (pending / captured / failed) and the payment reference ID when available.

Common Blockers

• Action missing: the current status has no valid next action (e.g., a completed or refunded order).
• Payment request disabled: the order may already be paid, or WhatsApp Pay is not configured in OMS Settings for this account.
• No View Chat button: the order is not linked to a conversation — the customer did not initiate via WhatsApp.
• Shipping address missing: auto-collect must be enabled in OMS Settings, or the customer must have provided an address manually.

Related Docs

• Orders
• OMS Settings
• Viewing & Filtering Messages