Work on a web order

Open one web order to change its status, resolve a status conflict, add notes, link the customer, edit lines, allocate stock, dispatch, raise returns and raise dropship orders.

Where: web · Who can use it: Reached by clicking an order on Web Orders. Some panels check a role in the page: Dropship needs Manage Suppliers; Returns lifecycle buttons need Process Refunds or Manage Users; the margin card is for owners only. The server re-checks every action.

Screens may differ slightly from what you see.

What it is for

This is the page for one order. The left side holds the order itself (summary, items, fulfilment, totals, address, notes, returns, sync history). The right side holds the actions (status, conflict, customer, brand, linked purchase order).

Who can use it

Anyone who can open the order. Inside the page:

Dropship panel: only if your role has Manage Suppliers.
Returns / RMA: anyone signed in may see it and raise a return. The approve, receive, refund and reject steps need Process Refunds or Manage Users.
Margin card: marked "(owner only)". It only appears for owners and only on dropship orders.

How to use it

Read the order

The top card shows the order reference, when it was placed, a platform badge, the status, a status strip (new, confirmed, picking, packed, dispatched, delivered), the shop's own status wording and any tracking number. A banner appears when the order has back-orders (see Back-orders).

Change the status

In Update Status, pick the new status.
For a shop order the list is the shop's own statuses. Click the refresh link ("ShopWired statuses") to fetch the live list. For a manual order the list is IBIOS's own.
For a shop order you may tick Email customer (ShopWired template) and add a Tracking URL. The shop sends its own email. IBIOS does not.
Click Update & sync to ShopWired (or Update status for a manual order).
Read the result. If it says the status was saved in IBIOS but the shop update FAILED, the shop still shows the old status.

Resolve a status conflict

When IBIOS and the website disagree, Update Status is hidden and a banner reads "Status conflict - needs your decision". It has not been changed automatically. Choose Accept ShopWired (use the website's status) or Keep IBIOS (use yours and push it to the website). Your choice is audited.

Link the customer

If the order has no customer, a banner may suggest a match. For a strong match click Accept link. For a weaker one it says "Possible match - manual review required" and the button is Review match. A linked customer shows as a green button that opens their record.

Add a note

Click + Add note under Notes Timeline.
Type the note.
Choose Private or Customer-visible. For a customer-visible note on a shop order, a Sync to platform tick appears.
Click Add note.

Refresh from channel pulls any comments added on the shop since the last sync.

Edit the items

While the order's status allows it and no stock is allocated, click Edit lines. Change, add or remove lines, then Save changes. If stock is allocated, a banner tells you to release it first in the Fulfilment panel.

Fulfil the order

The Fulfilment panel shows what to pick and where from. The buttons are Allocate stock, Release, Raise supplier PO and Mark Dispatched. The Mark Dispatched tooltip says it takes the stock off and pushes the dispatched status to the channel. It needs stock allocated first.

Raise dropship orders

If you see Dropship, click Raise dropship PO(s). It creates draft purchase orders. You review and send each from Supplier orders. No email is sent from here.

Raise a return

In Returns / RMA click Raise return. Choose the lines, a condition (Good (resell), Quarantine (hold) or Scrap (write off)), a reason and an optional refund amount. Authorised users then move it on with Approve, Receive (book in), Mark refunded or Reject.

Tips

A Sync Timeline appears once there is history. It shows failed or skipped pushes to the shop.
A line tagged as unmapped means the SKU is not yet matched to a product.

Things to know

A note marked Customer-visible is meant to be seen by the customer. Check before you tick Sync to platform.
Attachments on notes show "Attachments - coming soon".

Common questions

What if the status update to ShopWired fails?

The result tells you the status was saved in IBIOS but the shop update failed, so the shop still shows the old status. Read the message before moving on.

Who can raise a return on a web order?

Anyone signed in can see Returns and raise a return. The approve, receive, refund and reject steps need Process Refunds or Manage Users. The server re-checks every action on the page.