Order Management

Complete WooCommerce order processing and fulfillment management.

When to Use This Skill

• Processing new orders
• Updating order status
• Managing fulfillment
• Handling customer inquiries
• Processing refunds
• Tracking order history

Core Capabilities

Order Processing

• View orders with ecommerce_order_track
• Update status with woo_order_manage
• Add order notes
• Modify orders

Fulfillment

• Pick/pack workflow
• Shipping label generation
• Tracking number entry
• Delivery confirmation

Customer Communication

• Order confirmations via email
• Status update notifications
• Shipping notifications
• Delivery follow-up

Order Statuses

Status	Meaning	Action
Pending	Awaiting payment	Wait or follow up
Processing	Payment received	Fulfill order
On Hold	Needs review	Investigate
Completed	Fulfilled	Archive
Cancelled	Cancelled	Refund if paid
Refunded	Fully refunded	Closed
Failed	Payment failed	Contact customer

Order Workflow

Standard Order Flow

1. New Order → Pending Payment
2. Payment Received → Processing
3. Items Picked → (internal)
4. Items Packed → (internal)
5. Shipped → Completed
6. Delivered → (confirmed)

Order Processing Steps

1. Review Order

   • Check items and quantities
   • Verify shipping address
   • Note special instructions
   • Check payment status

2. Prepare Fulfillment

   • Print packing slip
   • Pick items from inventory
   • Quality check
   • Pack securely

3. Ship

   • Generate shipping label
   • Add tracking number
   • Update status to Shipped
   • Send notification

4. Complete

   • Mark as Completed
   • Archive order
   • Request review (optional)

Handling Issues

Address Problems:

1. Contact customer immediately
2. Hold order until confirmed
3. Update address
4. Document in notes

Stock Issues:

1. Check inventory
2. Contact customer with options
3. Partial fulfillment or wait
4. Document decision

Payment Issues:

1. Verify payment status
2. Contact customer if pending
3. Wait or cancel as appropriate
4. Document attempts

Order Notes

Internal Notes (Staff Only)

- Issue: Customer requested gift wrapping
- Action: Added tissue paper, no receipt
- Staff: John, 2024-01-15

Customer Notes (Visible)

Your order has shipped!
Tracking: [number]
Expected delivery: [date]

Bulk Operations

Bulk Status Update

• Select multiple orders
• Choose new status
• Apply to all
• Notifications sent automatically

Bulk Export

• Select date range
• Choose fields
• Export to CSV
• Use for reporting

Bulk Print

• Packing slips
• Invoices
• Shipping labels
• Pick lists

Communication Templates

Order Received

Subject: Order #[number] Received

Hi [name],

Thank you for your order!

Order #: [number]
Items: [list]
Total: [amount]

We'll notify you when it ships.

Thanks!
[Store]

Order Shipped

Subject: Order #[number] Shipped!

Hi [name],

Great news - your order is on the way!

Tracking: [number]
Carrier: [carrier]
Expected: [date]

Track your package: [link]

Thanks for shopping with us!
[Store]

Delivery Follow-up

Subject: How was your order?

Hi [name],

Your order should have arrived by now.

We'd love to hear your feedback!
[Review link]

Any issues? Just reply to this email.

Thanks!
[Store]

Best Practices

1. Process quickly - Same/next business day
2. Communicate proactively - Updates before they ask
3. Document everything - Notes save time later
4. Quality check - Verify before shipping
5. Personalize - Add thank you notes
6. Follow up - Request reviews
7. Handle issues fast - Happy customers forgive

Metrics to Track

Metric	Target	Description
Processing Time	<24 hrs	Order to ship
Fulfillment Rate	99%+	Orders fulfilled correctly
On-Time Delivery	95%+	Arrived by estimate
Return Rate	<5%	Returned orders
Customer Satisfaction	4.5+	Rating/reviews

Troubleshooting

Order Stuck in Processing

• Check inventory
• Verify address
• Look for payment issues
• Review notes for blocks

Customer Didn't Receive

• Verify tracking shows delivered
• Check address accuracy
• Contact carrier
• Offer replacement/refund

Duplicate Order

• Compare orders carefully
• Contact customer to confirm
• Cancel duplicate
• Refund if charged twice