Order Management

Purpose: This document explains how the Order Management module supports OMS users, operations teams, store managers, finance teams, and support teams in tracking and controlling orders throughout the full lifecycle.

Prerequisites

Access to the OMS application with valid user credentials.
Role-based permissions for viewing, processing, approving, dispatching, returning, refunding, or archiving orders.
Active integrations with sales channels, inventory locations, courier partners, and payment/refund systems where applicable.
If any order tab, status, or action is not visible, confirm your role permissions with the OMS administrator.

Key Capabilities at a Glance

Capability	What it supports
Order lifecycle tracking	Monitor orders from creation through verification, assignment, approval, courier booking, dispatch, delivery, return, refund, completion, or closure.
Status-based workflows	Use OMS statuses to identify the current operational stage and required next action.
Operational governance	Ensure orders move through controlled approvals, assignments, processing steps, and exception handling.
Returns and refunds visibility	Track return initiation, returned orders, pending refunds, and completed refunds.
Exception management	Identify cancelled, edited, archived, or pending orders that require review or follow-up.

Overview

The Order Management module is the central execution hub of the OMS system, responsible for managing the complete lifecycle of customer orders from creation to fulfillment, delivery, returns, refunds, or closure.

It provides a unified workspace where operational teams can view, filter, process, and track all orders in real time across multiple statuses and channels.

This module ensures end-to-end visibility, control, and operational governance over all order activities.

OMS Order Status Framework

Before working in Order Management, it is important to understand the standard OMS order statuses, as all tabs and workflows are driven by these system-defined states.

Each order moves through a structured lifecycle based on business rules and operational actions.

Order Stage	OMS Status Code	Description
Pending Orders	`UN_PROCESSED`	Order has been received and is awaiting customer verification or further processing.
Assign Location	`READY_FOR_EBM`	Order is awaiting assignment to the appropriate fulfillment location.
Courier Booking	`COURIER_BOOKING`	Courier booking request is being processed.
Awaiting Approval	`AWAITING_SM_APPROVAL`	Order is pending approval from the Store Manager.
Pending Pickup	`APPROVED_BY_SM`	Order has been approved and is ready for pickup or dispatch.
Dispatched Orders	`DISPATCHED`	Order has been handed over to the courier for delivery.
Delivered Orders	`ORDER_DELIVERED`	Order has been successfully delivered to the customer.
Return In Transit	`PENDING_RETURN`	Return shipment is in transit back to the merchant.
Return Verification	`RETURN_VERIFICATION`	Returned order is under verification by the merchant.
Return Accepted	`ORDER_RETURNED`	Returned order has been accepted and verified by the merchant.
Pending Refund	`PENDING_REFUND`	Refund request is under processing.
Refunded Orders	`REFUNDED`	Refund has been successfully completed.
Complete Orders	`ORDER_COMPLETE`	Order lifecycle has been fully completed.
Cancelled Orders	`DEAD_VIA_CUSTOMER`, `DEAD_VIA_SM`, `DEAD_VIA_EBM`	Order has been cancelled by the customer, Store Manager, or EBM at various stages of processing.
Archived Orders	`ORDER_CLOSE`	Order has been closed and moved to archive records.

Order Lifecycle Flow

Pending → Location Assignment → Courier Booking → Approval → Pickup/Dispatch → Delivered → Complete

Return Flow:
Delivered → Return In Transit → Return Verification → Return Accepted → Pending Refund → Refunded

Cancellation Flow:
An order may be cancelled at eligible stages and moved to one of the cancellation statuses based on the source of cancellation.

Recommended Usage

Use the Pending Orders and approval-related statuses to identify orders that require verification, assignment, or manager action.
Use Courier Booking, , Pending Pickup, and Dispatched Orders to monitor fulfillment and shipping progress.
Use Delivered Orders, Complete Orders, and Archive Orders to confirm successful lifecycle completion and closure.
Use Return In Transit , Returned Orders, Pending Refund Order, and Refunded Orders to track post-delivery exception handling.
Use Cancel Orders to review orders cancelled by the customer, store manager, or EBM at different workflow stages.

Data Freshness Note

Order statuses update as sales channel, fulfillment, courier, return, and refund events sync into OMS. Refresh the page or reapply filters to view the latest order position before taking operational action.