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

# Track and Manage Customer Orders in Fliqr AI Dashboard

> View order status, update fulfillment, add tracking numbers, and trigger automated shipping notifications from the Orders panel in Fliqr AI.

Every completed checkout creates an Order record in Fliqr AI. The Orders panel gives you a single place to track where each order is in its lifecycle, update fulfillment status, and trigger follow-up messages to customers — without switching between your chat platform and a separate fulfillment tool.

## Overview

When a customer completes checkout and payment is confirmed, Fliqr AI creates an Order record linked to that contact. The record holds the order ID, line items, shipping address, payment status, and fulfillment status. You update the fulfillment status as the order progresses, and Fliqr AI can send automated notifications to the customer at each stage.

Orders are also the data source for order-related AI Agent queries. When a customer asks "What's the status of my order?", your agent's function can query the Orders panel data and return a live answer.

## Prerequisites

* A completed checkout flow — see [Cart & Checkout](/docs/ecommerce/cart-checkout)
* A payment provider connected — see [Payments](/docs/ecommerce/payments)

## Order Lifecycle

Orders move through the following statuses:

```text theme={null}
Pending → Paid → Fulfilling → Shipped → Delivered → (Refunded)
```

| Status         | When it applies                                    |
| -------------- | -------------------------------------------------- |
| **Pending**    | Checkout complete, payment not yet confirmed       |
| **Paid**       | Payment confirmed by provider webhook              |
| **Fulfilling** | Order picked, packed, or in preparation            |
| **Shipped**    | Carrier has the package; tracking number available |
| **Delivered**  | Carrier confirms delivery                          |
| **Refunded**   | Full or partial refund processed via provider      |

Fliqr AI sets **Pending** and **Paid** automatically via payment webhooks. You update the remaining statuses manually or through external integrations.

## Manage an Order

<Steps>
  <Step title="Open the Orders panel">
    Go to **E-Commerce → Orders**. The list shows all orders sorted by date, with status badges and contact names.
  </Step>

  <Step title="Find the order">
    Search by order ID, contact name, or email. Use the status and date range filters to narrow the list.
  </Step>

  <Step title="Open the order detail">
    Click any order to open its detail view. You can see line items, shipping address, payment status, and the full order timeline.
  </Step>

  <Step title="Update the fulfillment status">
    Click **Update Status** and select the new status from the dropdown. Add a note if needed — notes are internal and not visible to the customer.
  </Step>

  <Step title="Add a tracking number">
    When the order ships, enter the carrier and tracking number in the **Tracking** section. This populates the `{{tracking_number}}` and `{{tracking_url}}` variables you can use in notification messages.
  </Step>

  <Step title="Trigger a customer notification">
    Click **Send Notification** to trigger the automation flow associated with the new status. You can also let automation rules handle this automatically (see below).
  </Step>
</Steps>

## Automated Status Notifications

Rather than triggering notifications manually, configure automation rules that fire when an order's status changes. This ensures customers receive timely updates without your team needing to remember to send them.

<Steps>
  <Step title="Open Automation Rules">
    Go to **E-Commerce → Orders → Automation Rules → Add Rule**.
  </Step>

  <Step title="Set the trigger">
    Choose **Order Status Changes To** and select the status (e.g., **Shipped**).
  </Step>

  <Step title="Select the notification flow">
    Choose the Flow to run when the rule triggers. The Flow can reference order variables including `{{order_id}}`, `{{tracking_number}}`, `{{tracking_url}}`, and `{{estimated_delivery_date}}`.

    Example WhatsApp notification message:

    ```text theme={null}
    Your order {{order_id}} has shipped! 📦
    Track your delivery here: {{tracking_url}}
    Estimated arrival: {{estimated_delivery_date}}.
    Reply "HELP" if you have any questions.
    ```
  </Step>

  <Step title="Save the rule">
    Click **Save**. The rule is active immediately for all future orders that reach that status.
  </Step>
</Steps>

<Note>
  Automation rules run on the channel where the original order was placed. If a customer placed an order via WhatsApp, the shipping notification is sent to that WhatsApp conversation — you do not need to specify the channel per rule.
</Note>

## Filtering and Exporting Orders

For accounting, fulfillment reporting, or customer service lookups, you can filter and export your order data.

**Filtering options:**

* Status (one or multiple)
* Date range (order placed date or payment date)
* Channel (WhatsApp, Website Chat, Messenger)
* Contact name or email

**Export:**
Click **Export → CSV** to download the filtered order list. The export includes order ID, contact name, email, items, quantities, prices, shipping address, status, and payment date.

<Tip>
  Export weekly order data to your accounting system using the date range filter. Set the filter to the previous seven days and export every Monday morning — this creates a consistent reconciliation routine without requiring a direct accounting integration.
</Tip>

## What's Next

<CardGroup cols={2}>
  <Card title="Payments" icon="credit-card" href="/docs/ecommerce/payments">
    Understand how payment webhooks update order status automatically.
  </Card>

  <Card title="Sales Analytics" icon="chart-line" href="/docs/analytics/sales-analytics">
    Track revenue, conversion rates, and average order value across channels.
  </Card>
</CardGroup>