Managing Attention Orders

The “Payment Confirms Order” feature ensures that orders are only confirmed and inventory updated after payment is received. This prevents unpaid orders from affecting stock levels or causing “sold out” messages.

This ensures that you no longer have to worry about deleting or cancelling unpaid orders, or dealing with inaccurate stock levels that could result in customers seeing "sold out" messages for items held in stock awaiting payment

However, in rare cases where multiple customers try to purchase the same limited-stock item at the same time, the system prioritises orders on a first-come, first-served basis. If the orders placed exceed available stock, it will be flagged as "Attention." 

This allows you, the “Merchant”, to review the order, contact the customer, and decide on the next steps to either refund the excess item, refund the entire order, or fulfil the order.

 Reasons an Order May Show as “Attention”

NIBSS Downtime
NIBSS is the system banks use to confirm transfers in Nigeria. If NIBSS is slow or not working for a while, payment confirmation may be delayed, and the order will show as Attention.

Card or Bank Issue
Sometimes, the bank that issued the customer’s card may be slow to respond. This delay can cause the order to show as Attention.

Slow Internet or Network
If there’s a poor internet connection (from the customer, the bank, or anywhere in between), the payment may not confirm quickly. In such cases, the order will also show as Attention.

How to Manage Attention Orders 

Orders that exceed available stock will be flagged as “Attention.” To review these orders: 

To view orders that require your attention:

1. Go to your orders page, where you will see a notification informing you about orders that need attention. This will help you prioritize these orders.

2. To view the list of orders requiring attention, click on the Resolve button to see the entire list.

Resolving Attention Orders:

3. Once you click on the “Resolve” button, the list of orders will be displayed as shown below.

4. To view the specific details of the order, you can:

•  Tap the order status [Paid] [Unpaid]
•   A new page will appear displaying the order needing attention. Click on it to take the next action.
•   You can either "Refund Excess", "Refund Entire Order", or "Fulfil Order".

Note - Please see the definition of each step “What it means” below;

• Refunding Excess Order Items: Once you click on the specific order, the Order details page will be displayed. You can refund only items above what you have in stock. (e.g. if the customer purchases 3 items but only has 2 in stock, you can easily refund the extra one)

• Refunding Entire Order: This allows the merchant to refund the entire order. This option is useful if fulfilling only part of the order is unacceptable to the customer. This will mark the order as “unpaid”, return available products to inventory, and deduct the amount from “Total Sales”.

• Fulfilling Order: If you, the merchant, can fulfil the order, click on the "Fulfill Order" button (as shown in step 8). This will update the products with the exact inventory for the order. There's no need to manually adjust the product quantity—the system will automatically update the inventory for you