> ## Documentation Index
> Fetch the complete documentation index at: https://help.zentrixcloud.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Manage, Fulfil, and Refund Online Orders in Zentrix Cloud

> View, process, and fulfil every online order in Zentrix Cloud. Orders flow into one unified workflow alongside your POS transactions.

Every order placed on your Zentrix Cloud store lands in the same Orders workflow you use for in-store sales — no separate system to check, no manual imports, and no risk of missing an order because it came through a different channel. Online and in-store transactions sit side by side, and you manage them the same way.

## Order Lifecycle

Each order moves through the following statuses from placement to completion:

<Steps>
  <Step title="Pending">
    The customer has placed the order, but payment has not yet been confirmed. Orders typically move out of this status within seconds once Zenso Payments processes the transaction.
  </Step>

  <Step title="Confirmed">
    Payment has been received. The order is confirmed and waiting to be picked up by your fulfilment workflow. Inventory has already been reserved at this point.
  </Step>

  <Step title="Processing">
    A staff member has opened the order and begun preparing it — picking items, packaging, or generating a shipping label.
  </Step>

  <Step title="Ready / Dispatched">
    For **pickup orders**, the status moves to **Ready** when the order is prepared and waiting for the customer to collect. For **delivery orders**, the status moves to **Dispatched** once the order has been handed to a delivery partner or sent out for local delivery.
  </Step>

  <Step title="Completed">
    The order has been collected by the customer or confirmed as delivered. The order is closed and recorded in your sales history.
  </Step>
</Steps>

## Fulfilling an Order

<Tabs>
  <Tab title="Delivery Orders">
    1. Open the order from **Orders** and review the items and delivery address.
    2. Set the status to **Processing** to indicate that fulfilment has started.
    3. Pick and pack the items, then generate a shipping label from the order detail screen — either through a connected carrier integration or manually.
    4. Hand the parcel to your delivery partner or dispatch it via your local delivery fleet.
    5. Mark the order as **Dispatched**. The customer receives an automatic notification that their order is on the way.
  </Tab>

  <Tab title="Pickup Orders">
    1. The branch assigned to the pickup receives the order automatically in their Orders view.
    2. Staff pick and prepare the items, then mark the order as **Ready**.
    3. The customer receives an automatic notification that their order is ready to collect.
    4. When the customer arrives, verify their order reference and hand over the items.
    5. Mark the order as **Completed** to close it.
  </Tab>
</Tabs>

## Refunds and Returns

To initiate a refund, open the relevant order from **Orders** and select **Refund** from the order detail screen. You can refund the full order amount or a partial amount — for example, if only one item from a multi-item order is being returned.

Refunds processed through Zenso Payments are returned to the customer's original payment method. Processing times depend on the customer's bank or card issuer, but typically appear within 3–7 business days.

For orders paid via a third-party payment provider, follow that provider's refund process from within their dashboard. Zentrix Cloud will reflect the refund status once it is confirmed.

<Note>
  You are responsible for publishing a clear refund and return policy on your storefront before you begin accepting orders. Zentrix Cloud processes refunds as instructed, but does not determine or enforce your policy terms. Ensure your policy is accurate, visible to customers, and compliant with applicable consumer protection laws in your jurisdiction.
</Note>