How to manage your D2C operations

The Pipeline tab gives you a Kanban-style view of every active order, grouped by stage: Pending, Packed, Shipped, and Delivered.

• Orders placed in the last 200 days load automatically — no manual refresh needed.
• Click any order card to open the detail panel, where you can view customer info, update tracking, or add internal notes.
• Use the search bar to find an order by number, customer name, or product in real time.
• Filter by source (Instagram, Shopify, Amazon, etc.) to focus on a specific channel.
• Orders flagged as late — stuck in Pending for more than 48 hours — show a rose-coloured border so nothing slips through.

The Fulfillment tab is your daily picking list. It separates orders that still need packing from those that are packed and waiting to ship.

• "Needs Packing" lists every Pending order. One click marks it Packed and removes it from the list instantly.
• "Ready to Ship" shows Packed orders. Click Ship to open a dialog where you enter the courier name, tracking number, and expected delivery date.
• Supported couriers include Delhivery, Shiprocket, Blue Dart, DTDC, Ekart, XpressBees, and Shadowfax — or enter your own.
• Shipment data is saved to the order and becomes visible in the Order Detail Panel for reference.

Log every return request and track it through to resolution without losing context on why it happened.

• Returns are auto-numbered (RET-0001, RET-0002…) so they're easy to reference in conversations.
• Choose a reason code — Wrong Item, Damaged, Not as Described, Changed Mind, Defective, Late Delivery — to identify patterns over time.
• Status moves through Requested → Approved → In Transit → Received → Refunded (or Rejected).
• When a return is marked Refunded, the linked order is automatically set to Returned so your pipeline stays clean.
• Record the exact refund amount alongside the resolution notes for your finance trail.

Customer issues get their own ticketing system — separate from returns — so delivery complaints, payment problems, and cancellation requests don't fall through the cracks.

• Tickets are auto-numbered (TKT-0001, TKT-0002…) and can be linked to an existing order.
• Set priority to Low, Medium, High, or Urgent. Urgent tickets appear in a red alert banner at the top of the page.
• Status flows from Open → In Progress → Waiting on Customer → Resolved → Closed.
• Expand any ticket inline to read the full description, add notes, and record a resolution without leaving the page.
• The Issues by Type chart on the Analytics tab shows which problem categories are most common so you can address root causes.

Attach notes to any order or issue ticket to keep your team's context in one place.

• Three note types keep communication organised: Internal (team-only), Action Taken (what was done), and Customer Reply (what the customer said).
• Press Cmd+Enter (or Ctrl+Enter on Windows) to submit a note without reaching for the mouse.
• Notes are ordered chronologically and show the author's name and timestamp.
• Notes on orders appear in the Order Detail Panel; notes on issues appear inside the expanded issue row.

The Analytics tab surfaces the metrics that matter for daily ops — no spreadsheet required.

• Fulfillment Rate: the share of orders that are Shipped or Delivered. A healthy D2C brand targets 70% or above.
• Return Rate: percentage of orders returned in the last 30 days. Below 5% is the typical industry benchmark.
• Average Delivery: mean days from ship date to delivery, calculated from your closed orders.
• Revenue at Risk: combined value of all Pending and Packed orders — money that hasn't moved yet.
• The 14-day bar chart shows daily order volume so you can spot demand spikes before they become fulfillment crises.
• The Order Pipeline Funnel shows how orders are distributed across every stage at a glance.