How Orders Work for Vendors

When a customer places an order that includes your products, here is exactly what happens and what you need to do.

Order Notification

As soon as a customer checks out, you receive an order notification by email and in your vendor dashboard. Every order has a unique reference number starting with ELEX and ends with NG (e.g., ELEX-12345NG).

Elexbig Order Statuses

• Pending: New order has been received and is awaiting action from the vendor.
• Arrange Shipment: Order has been acknowledged and shipment arrangements are being made.
• Ready to Be Shipped Out: Product is prepared and ready to leave the vendor's location.
• Picking: Vendor is preparing and collecting the ordered product for shipment.
• Delay Picking: There is a delay in preparing or collecting the product.
• Picked: Product has been successfully picked and is ready for the next stage of fulfillment.
• Not Picked: Product has not yet been picked or prepared for shipment.
• Delivering: Order has been dispatched and is currently on its way to the customer.
• Delivered: Order has been successfully delivered to the customer.
• Not Delivered: Delivery was unsuccessful or the customer has not received the order.
• Audited: Order has been reviewed and verified by Elexbig.
• Canceled: Order has been canceled by the customer, vendor, or Elexbig.

Your Responsibilities When You Receive an Order

1. Review the order in your dashboard within the dispatch deadline
2. Confirm stock availability. If an item is out of stock, contact Elexbig support immediately
3. Pack and ship the order using your nominated courier
4. Update the order status to Shipped and add the tracking number

Important for Vendors
Vendors should keep the order status accurately updated throughout the fulfillment process. This helps customers track their orders and allows Elexbig to maintain accurate order and payout records.

Dispatch Deadlines

You must dispatch within 48hrs. Missing dispatch deadlines affects your performance score and can result in order cancellation and a negative review.

Multi-Vendor Orders

If a customer orders from multiple vendors, each vendor only sees and handles their portion of the order. You are not notified about other vendors' items in the same cart.

Note: Elexbig does not support cash on delivery or pickup. All orders are fulfilled by shipping to the delivery address provided by the customer.

After the Order Is Completed

Once the order status reaches Completed (either by delivery confirmation or the auto-complete window), your payout for that order is queued. See How Payouts Work for timing details.

Still Need Help?

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