The process of fulfilling an order
Last Update: December 24, 2023
When a buyer adds your product to their shopping cart and checks out, Ponlo en Casa processes their order following these steps:
1. Ponlo en Casa places the order in Under Review status. The quantity available for the listing is subtracted from your inventory. If there was a quantity of one at the time the order was placed, the listing will be removed from the Ponlo en Casa offer page and appear in your Inventory with a quantity of zero while the order is being processed.
Under Review orders will appear in your Orders report, but you won't be able to modify the status until we Approve the order. Ponlo en Casa holds all orders for up to 2 days, which gives buyers an opportunity to cancel orders, time for us to verify all the information provided is correct and to prevent fraud. Buyer canceled orders will appear in View Orders as canceled, and will be grayed out. In some cases, our payment and order detail verification processes may potentially extend order processing times for as long as 21 days. For more information, see your pending orders. If a buyer contacts you while an order is in Under Review status, refer them to Ponlo en Casa Customer Service for more information.
2. Ponlo en Cara verifies the order. Ponlo en Casa attempts to validate the buyer's payment method and order details. At this stage, you will see one of three different status types in View Orders:
Approved (Payment verification is successful. See step 3.)
Waiting for Payment
Canceled
Waiting for Payment - Payment verification is initially unsuccessful or extended. In some cases, our payment and order detail verification processes may extend order processing times, potentially for as long as 21 days. Waiting for Payment, orders should not be delivered, even if the buyer contacts you directly. Waiting for Payment orders will not appear in either the Orders report or the Unshipped Orders report and will be "grayed out" (non-actionable) in View Orders.
Canceled - An order gets canceled if payment authorization does not succeed or in cases of fraud. Ponlo en Casa will not notify you when an order is canceled, other than recording the order as canceled in View Orders. No further action is necessary from your side.
If a buyer contacts you about a canceled order, and you still have available inventory, you can invite them to place a new order on Ponlo en Casa.
3. When payment is verified on an order, Ponlo en Casa does the following:
- Changes the status to Approved
- Sends an order confirmation to the buyer
- Sends an order notification to the buyer
Important: Do not rely solely on email notifications for order confirmation. Check your View Orders page or Orders reports for unshipped orders at least once a day.
Note: If an order is delayed because of Ponlo en Casa processes, we will provide the buyer with a new delivery date based on the date the order is released from Pending status.
4. You process the order. Once an order is in Approved status, you must either fulfill or cancel the order. Keep in mind that buyers can leave feedback on seller canceled orders.
Note: Ponlo en Casa expects sellers to maintain accurate inventory levels. Failure to adjust your inventory in a timely manner can lead to excessive order cancellations.
a. Get the delivery address in this location:
- View Orders page
b. Ship the order to the buyer using the delivery address and the requested shipping method.
c. Confirm shipment using one of the following methods:
- From the Orders page, click Confirm Shipment and complete the required information.
Notes:
- You must confirm shipment of the order with Ponlo en Casa within 30 days of the order date. Otherwise, Ponlo en Casa will automatically cancel the order, and you will not be paid even if you shipped the order.
- You may only redirect an order to an address other than the one provided in step 4 (a) if the buyer or Ponlo en Casa Customer Services has contacted you through the Ponlo en Casa messaging system and requested the change.
