Understanding the Order Lifecycle on Elexbig

Understanding the full order lifecycle on Elexbig helps you manage your fulfilment process efficiently and meet customer expectations.

When a customer purchases from your store on Elexbig, the order moves through several stages. Understanding each stage helps you fulfil orders efficiently and deliver an excellent customer experience.

Placed

This is the moment the customer confirms their purchase and payment is successfully processed.

What happens automatically:

• The order appears in your Vendor Dashboard under Orders
• You'll see the product(s), quantity, delivery address, and any special notes from the customer
• Stock levels automatically reduce to reflect the order
• The customer receives an order confirmation email

Note: Orders remain in "Placed" status until you mark them as dispatched. It's your responsibility to move orders through the workflow.

Processing

At this stage, you're preparing the order for dispatch. This is where your attention to detail matters most.

Your responsibilities:

• Pick the correct items and variants (check sizes, colours, etc.)
• Conduct quality checks to ensure products are in perfect condition
• Package securely to meet courier requirements and protect items in transit
• Include any branded materials, care instructions, or promotional inserts
• Print and attach shipping labels correctly

Important: Ensure packaging and labelling comply with courier and Elexbig standards to avoid delays or returns. Fragile items need appropriate protection.

Pro tip: Set aside specific times each day to process orders, for example, 10am and 3pm. This keeps your workflow consistent and prevents backlogs during busy periods.

Dispatched

The order has been handed over to your courier and is on its way to the customer.

Steps to complete:

1. Mark the order as Dispatched in your Vendor Dashboard
2. Enter tracking information if your courier provides it
3. Double-check that automated customer notifications are enabled

Why tracking matters: Providing tracking details significantly reduces customer support requests, as buyers can monitor delivery progress themselves. It also protects you in case of disputes.

Critical: Never mark an order as dispatched before it has physically left your possession. This can damage customer trust and create service issues.

Delivered

This is the final stage of the order lifecycle. The customer has received their purchase.

What happens now:

• Courier systems typically update delivery status automatically
• Customers can confirm receipt and leave reviews
• Any post-sale issues (returns, exchanges, damaged items) are managed according to Elexbig's policies
• Payment is processed and scheduled for your next payout

Remember: A sale isn't complete until the customer is satisfied with their purchase. Be responsive to any post-delivery questions or concerns.

Best Practices for Managing Orders

Stay on top of your orders:

• Check daily: Review your dashboard each morning to catch new orders promptly
• Communicate proactively: If there are stock issues, delays, or problems, contact customers immediately through the dashboard messaging system
• Use tracking numbers: Always provide them when available, especially for orders over ₦1,000
  
• Keep accurate records: Maintain records for accounting, inventory management, and reporting purposes
• Meet dispatch timeframes: Aim to dispatch within your stated processing time (typically 1-3 business days)
• Package with care: Remember that unboxing is part of the customer experience

During peak periods:

• Process orders in batches to improve efficiency
• Consider extending your processing time temporarily if needed (update this in your store settings)
• Prepare packaging materials in advance
• Communicate clearly with customers about any delays

Frequently Asked Questions

What if I run out of stock after an order is placed?

Contact the customer immediately via the Vendor Dashboard messaging system. Offer alternatives if available, provide an honest timeframe for restocking, or process a cancellation and refund if necessary. Prompt communication is essential.

Do I need to provide tracking information for every order?

While not mandatory for all orders, it's strongly recommended, especially for items over ₦1,000. Tracking reduces disputes, protects both you and the customer, and significantly decreases support queries.

Can I edit an order once it's placed?

Orders cannot be edited directly by vendors once placed. If a customer needs to change their order (address, items, etc.), they should contact you through the dashboard. For significant errors, contact Elexbig Support for assistance.

What happens if a delivery fails or is returned?

Failed deliveries usually return to the courier's depot or sender. Contact the customer promptly to arrange redelivery or update address details. Check your courier's policies on failed delivery fees and timeframes.

How quickly should I dispatch orders?

Dispatch orders within 48hrs. Most Elexbig vendors operate on 1-3 business days. Consistently meeting this timeframe builds trust and positive reviews.

What if a customer reports a damaged or incorrect item?

Respond promptly and professionally. Request photos if needed, then arrange a replacement or refund according to Elexbig's returns policy. Learn from these incidents to improve your packaging and quality checks.

Still Need Help?

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