Definition of Order Status 

When managing orders, there are 5 order statuses you need to know. Please read the following guide for more details.

If your Confirm Bookings Setting is Manually, then your new order will show New & Paid. 

In this scenario, please confirm whether you can serve the order. 

• If you accept the order, please click Confirm Order button and the order status will change to Confirmed. 

• If you are unable to serve the order, please press Open Message (upper right) to inform the customer first and then click Cancel Order button.

If your Confirm Bookings Setting is  Instantly, then your new order will show Confirmed. There's no further order action you need to take before order departure date. To communicate with the customer or provide reminders before departure, you can press Open Message (upper right) to chat.

• If the tour ended successfully, please click Check-in & Redeem to complete the order.

• If your tour needs to be canceled due to weather or other force majeure factors, please contact the customer first before clicking Cancel Order, and the system will issue a full refund.

Note:

1. "Check-in & Redeem" is the button to complete the order, please only click it after the traveler's departure date. 

⚠️ If you redeem the order in advance, the order cannot be canceled or refunded anymore!

⚠️DO NOT click the “Check-in & Redeem” button before the traveler’s departure date to avoid customer complaints!

2. If you are unable to serve the order, please use Open Message to inform the customer first and then click Cancel Order button. 

⚠️This action is considered as the merchant's fault and will be calculated to your store cancellation rate which affects your store performance (excluding weather or other force majeure factors) . Please avoid canceling orders if possible.

If a customer requests to cancel the order, the order status will show Cancel Requested. You need to proceed it within days and can chat with the customer to ask them about their condition. 

• If the customer is willing to keep the same schedule or reschedule, please click Reject.

• If the cancellation is confirmed, please click Cancel Order.

Once you accept the customer’s cancellation request or you actively cancel the order, the order status will change to Canceled. The system will automatically refund the amount to the customer's credit card/debit card.

• Accept the customer’s cancellation request, the system will refund according to the product's cancellation policy.

• Order canceled by your own initiative, the system will issue a full refund.

If the tour ended successfully, please click Check-in & Redeem and the order status will change to Completed in Channel which means order completed. 

In this status, the order cannot be canceled or refunded anymore. The customer will earn KKday points and have access to comment and rate your product.