How to Process and Fulfill an Order

Updated 10/19/2026

Feature Availability	User Permissions	Time to Complete	Skill Level
Philippine and US stores on Launch, Grow, Scale and the free trial. Not available on Free. Editing order items is for the store owner only	Store owner, or a team member with Orders access (View to open orders, Edit to update them)	About 5 minutes per order	Beginner

Summary

Overview: Open an order to see everything about it, confirm the payment, move it through its statuses until the customer has it, and add notes the customer can see. For Manual Shipping and Store Pickup orders you set the status yourself. For courier orders (J&T, Lalamove and USPS) you book the courier, and the status then updates by itself. Your customer gets an email or SMS each time the order or payment status changes.

Prerequisites:

A store on the Launch, Grow, Scale or free trial plan.
Store owner access, or a team member with Orders access (Edit to make changes).
An order to work on. See How to Manage Your Orders.

Step-by-Step Instructions

Step 1: Open the order

In the sidebar, click Orders.
Click the Order ID, or click ... and then View.

The order page has these sections:

Order Information: ORDER ID, Customer Name, Delivery Address, Store Name (if you have more than one store location), Email Address, Phone Number, Order Notes (written by the customer), Order Time, Order Status and, for scheduled orders, Scheduled Date of Arrival.
Payment: Payment Type and Payment Status.
Shipping: Shipping Type and Shipped By (the courier).
Delivery: Vehicle Type, Delivery Status (with a short explanation for J&T, Lalamove and USPS), Reference #, Delivery Date and, once a courier is booked, a Tracking Link.
Additional Notes: your comments and pictures for the customer (see Step 5).
The items table, with Item, Product Type, Quantity, Unit Cost and Total.
The money summary: Subtotal, Discount, Shipping Fee, Additional Fee, Convenience Fee, Taxes and GRAND TOTAL. Below it, DELIVERY shows what the courier charged, DEDUCTIONS shows the Payment Gateway Fee and other fees, and NET INCOME shows what the order earned you after deductions.
For a Philippine order with the Senior Citizen or PWD discount, a highlighted block under Discount shows Senior Citizen discount (or PWD discount) with the total taken off, then VAT exempt (12%) and 20% discount on their own lines, the ID name and number, and Senior's share: 1 of [number] people when the order was shared. It ends with Check the customer's ID upon delivery or pickup. The same lines are in the order confirmation emails.

Step 2: Confirm the payment

Online payments (e-wallets, cards, Over the Counter and your own Xendit account) update the Payment Status by themselves. You set the payment status yourself only for these orders:

Order	Payment Status choices
Manual Shipping paid by COD (Cash on Delivery)	Paid, Awaiting Payment, Cancelled, Declined Payment, Refunded, Partially Refunded
Store Pickup paid by COP (Cash on Pickup)	Same as above
Payment Link or Pay by Invoice	Awaiting Payment, Paid, Declined Payment
QR Menu Pay at the Counter	Awaiting Payment, Paid, Declined Payment

To mark an order as paid:

Under Payment, choose Paid in the Payment Status list.
Click Update at the bottom of the page, then click Update again to confirm.

Checking a proof of payment: for Bank Transfer, Payment Link and Pay by Invoice orders, click View Proof of Payment next to Payment Type to see the receipt the customer uploaded.

Payment Link and Pay by Invoice: compare the proof with your own account, then choose Paid or Declined Payment. As the page says, Marking Paid moves this order to Processing. Declined Payment declines the order and restores stock.
Bank Transfer: you can't change the payment status yourself. To follow up on a bank transfer payment, email support@prosperna.com.

Pay by Invoice orders: while the order is Awaiting Payment, click Attach Payment Link under Collect Payment to send the customer your payment link. See How to Set Up Pay by Invoice.

Step 3: Fulfill the order

How you fulfill the order depends on its Shipping Type.

Manual Shipping by Customer, Manual Shipping by Merchant and Store Pickup

You move these orders along yourself. Choose a new status in the Order Status list, then click Update and Update again. The list has Pending, Accepted, Declined, Processing, Shipped, Out for Delivery, Completed, Ready for Pickup, Delivery Cancelled and Returned. You can choose any of them in any order. A typical flow:

Manual Shipping: Accepted → Processing → Shipped → Out for Delivery → Completed.
Store Pickup: Accepted → Processing → Ready for Pickup → Completed.

For COD and COP orders, also set Payment Status to Paid once you have the cash. See How to Accept Cash Payments (Cash on Delivery and Cash on Pickup).

Standard Delivery (J&T), Same Day (Lalamove) and USPS

You can't change the order status of these orders. Book the courier from the Delivery section (Book a Rider for J&T and Lalamove, or buy a label for USPS), and the Order Status and Delivery Status then follow the courier's updates. See How to Ship with Prosperna's Courier Partners for booking, waybills and labels.

Other buttons you may see on courier orders:

Generate Waybill: prints the J&T waybill after the booking has a reference number.
Rebook Order: shown on paid J&T orders whose delivery failed. Click Confirm in the Rebook Order window.
Change Shipping Type: shown on Lalamove orders that are Delivery Cancelled. In Select a New Shipping Type, Standard Delivery (J&T) is selected. Click Confirm. If Standard Delivery isn't set up, you see Setup Required with a Go to Shipping Settings link.

QR Menu orders

The Order Status list has Open, Preparing, Ready, Completed and Cancelled. Click Change Table Number to move the order to another table, and Print Order Ticket to print a ticket with the reference and table numbers. Once a QR Menu order is Completed or Cancelled, you can't change its status.

Digital products

Orders that contain only digital products move to Completed by themselves once they're paid online. See How to Sell Digital Products.

Step 4: Change item quantities or prices (optional)

You can change the quantity and price of items on an order that is still in progress. First switch the setting on:

In the sidebar, click Settings, then Store.
Under Order Management, switch on Edit Orders and click Save.

Then, on an order that meets all of these conditions, an Edit button appears on each item row:

Shipping is Manual Shipping or Store Pickup.
Payment is COD or COP, and Payment Status is Awaiting Payment.
Order Status is Pending, Accepted, Processing or Open.
You are signed in as the store owner.

Click Edit, change Quantity or Price in Edit Order Item, and click Save. Then click Update and Update again to save the order. Your customer receives an email about the change.

Step 5: Add notes for your customer (optional)

Use Additional Notes to send the customer a message or pictures, for example a photo of the packed parcel.

Type in Comments (up to 500 characters).
Under Attachments, add up to 5 pictures (.jpg, .png or .webp, at least 250 x 250 px, under 2.5 MB each). Drag them to change the order.
Switch on Publish to Customer if the customer should see the notes. Leave it off to keep them for your team only.
Click Update, then Update again.

When the notes are published, the customer sees them under Comments on their order page and gets an email with a subject such as " added a comment to your order".

To hide notes again, switch off Publish to Customer. In Disable Publish to Customer, click Confirm: the comments and attachments are removed from the customer's view.

Step 6: Save your changes

Click Update at the bottom of the page.
In the window that asks Are you sure you want to update this order?, click Update.

You see Successfully updated order. If you try to leave the page without saving, Unsaved Changes asks whether to Discard or Save.

Step 7: Know what your customer receives

Each time you save a new order status or payment status, or publish new notes, Prosperna notifies the customer the way they chose at checkout:

Email: uses your Order Delivery Notification email template (default subject Order Delivery Notification!). You can edit or switch off this template in Settings → Messaging → Email Templates. If it's switched off, customers get no status emails.
SMS: a short text such as "Your order # on from is being processed." There are texts for Open, Accepted, Declined, Processing, Ready for Pickup, Shipped, Out for Delivery, Completed, Delivery Cancelled and Returned.

When an order becomes Completed, customers who get email are also asked to review their order.

On Philippine stores, customers choose Notification Preferences at checkout: email only, SMS only, or both. If they don't choose (and on US stores), they get email only.

Step 8: Decline, cancel or refund an order

Decline or cancel a Manual Shipping or Store Pickup order: set Order Status to Declined (before you ship) or Delivery Cancelled, and click Update twice. The customer is notified.
Stock: declining or cancelling an order doesn't put the items back in stock, except for Payment Link and Pay by Invoice orders marked Declined Payment. Add the stock back yourself. See How to Manage Your Inventory.
Refunds: Refunded and Partially Refunded only record what happened. Prosperna doesn't send money back to the customer, so refund them yourself (for example, return the cash or send a bank transfer), then set the payment status.
Delete: from the Orders list, click ... → Delete → Confirm. This removes the order from your list. It doesn't notify the customer or restore stock.

Verify It Worked

Success criteria:

You see Successfully updated order. after clicking Update.
The new Order Status and Payment Status show on the order and in the Orders list.
The customer sees the new status on their My Orders page, and gets an email or SMS.
Published notes appear under Comments on the customer's order page.

Troubleshooting

Common errors

The Order Status shows as a label, not a list: the order uses J&T, Lalamove or USPS, or comes from Lazada or Shopee. Its status follows the courier or marketplace. For Lazada and Shopee, click Manage in Lazada or Manage in Shopee.
The Payment Status can't be changed: only COD, COP, Pay at the Counter, Payment Link and Pay by Invoice payments can be changed by hand. Online payments update by themselves. For bank transfers, email support@prosperna.com.
"Payment status cannot be updated for this order (shipping: ..., payment: ...). Only COD, COP, Pay at the Counter, or Payment Link payments can be manually updated.": the order's payment is controlled by a gateway. If you see this while saving only notes, email support@prosperna.com with the order ID.
"Neither order status nor payment status can be updated for this order.": nothing on this order can be changed by hand.
"Cannot update order status for QR Menu orders that are already Completed or Cancelled.": finished QR Menu orders are locked.
"5 image attachment limit reached.", "2.5 MB max size limit reached. Try again." or "250 x 250 px minimum requirement. Try again.": remove a picture, or use a smaller or larger image.
I can't find the Update button: your account needs Edit access to Orders.
No Edit button on the items: check every condition in Step 4, and that Edit Orders is switched on.
Additional Notes are greyed out: notes can't be changed once the order is Completed.

Limitations & considerations

Prosperna doesn't stop you from choosing any order status, so double-check before you click Update: the customer is notified right away.
Declining, cancelling or deleting an order doesn't return stock, except for declined Payment Link and Pay by Invoice payments.
The order page has no invoice to print. You can print J&T waybills, USPS labels and QR Menu order tickets.
Lazada and Shopee orders are managed in Lazada and Shopee, not on this page.
The Senior Citizen and PWD discount is recorded on the order as its own line with the ID details, as the law requires. Ask to see the physical ID when you hand the order over. See How to Review Senior Citizen and PWD IDs.

Next Steps & Related Resources

Next steps:
- How to Ship with Prosperna's Courier Partners
- How to Understand Order and Payment Statuses
Related articles:

Need more help? For more information and assistance, please send an email to support@prosperna.com.

Last Updated: 10/19/2026