Orders & Returns

Once a customer places an order, they can manage it from their account. This guide covers everything they see and can do.

Order list

The customer’s orders are at https://byndio.in/orders. This page shows all their orders with the order number, date, item count, total amount, and current status. They can click any order to see the full details.

Order detail page

Each order has a detail page at /orders/{id}. It shows:

• Items ordered — Product name, image, variant, quantity, and price for each item.
• Order status — The current stage of the order (see below).
• Seller information — Which seller is fulfilling the order. If the order contains items from multiple sellers, each seller’s items are grouped separately.
• Delivery address — Where the order is being shipped.
• Payment details — How the customer paid and the amounts.
• Tracking information — If the seller has shipped the order with a tracking number, the customer can see the AWB number and track the shipment.

Order statuses

Orders move through these stages:

Status	What it means
Pending	The order has been placed but the seller has not yet confirmed it.
Confirmed	The seller has accepted the order and is preparing it for shipment.
Shipped	The order is on its way. A tracking number (AWB) may be available.
Delivered	The order has reached the customer.
Cancelled	The order was cancelled before delivery — either by the customer or the seller.
Returned	The customer requested a return and it has been processed.

Cancelling an order

A customer can cancel an order only while it is still in Pending status. Once the seller confirms or ships it, cancellation is no longer available from the customer side.

To cancel, the customer:

1. Opens the order detail page.
2. Clicks Cancel Order.
3. Selects a reason for cancellation from the list (e.g., “Changed my mind”, “Found a better price”, “Ordered by mistake”).
4. Confirms the cancellation.

The order status changes to Cancelled and, depending on your refund settings, the payment may be returned to the customer’s wallet or original payment method.

Requesting a return

After an order is marked as Delivered, the customer can request a return. Here is how:

1. They open the order detail page.
2. They click Request Return.
3. They provide a reason for the return (e.g., “Product damaged”, “Wrong item received”, “Not as described”).
4. They can optionally upload photos as evidence.
5. They submit the request.

The return request goes to the admin panel for review. You can approve or reject it. If approved, the return process begins and the customer is refunded according to your platform’s return policy.

Tracking a shipment

If the seller has shipped the order through an integrated carrier and an AWB (airway bill) number is available, the customer can track the shipment directly from the order detail page. They click the tracking link or button to see real-time delivery updates.

Opening a dispute

If something goes wrong — the product is not as described, the seller is unresponsive, or there is a billing issue — the customer can open a dispute on the order:

1. From the order detail page, they click Open Dispute.
2. They describe the issue and provide any supporting details.
3. The dispute is created and visible to both the customer and the admin.

You handle disputes from the admin panel. You can communicate with both parties and resolve the issue.

Messaging the seller

From the order detail page, the customer can message the seller directly. This is useful for asking about shipping timelines, product questions, or coordinating a return. The conversation appears in the customer’s Messages tab in their account.