After the Order
An Order Page That Answers Before They Ask
The minutes after an order are when shoppers worry most. Mercayo gives every order one page that says where it is, what was paid, and what the shopper can still do, without a message to your team.
- In every plan
- Free for 14 days
Kosha is a demo store on Mercayo. Its products, orders and customers are sample data.
In short
What It Does
Every order has one page for the shopper. It is the same page whether they reach it from their account, from the tracking page with the order number and phone, or from the link in their order email.
On the left: where it is and what it cost.
- The status (Placed, Confirmed, Shipped, Delivered) and, once shipped, the courier's timeline with the tracking number and a COPY button.
- The items with their pictures, options and any personalisation.
- The order summary: items, offers, delivery, fees, GST and the total, with how it was paid (online, or cash on delivery and the amount to keep ready).
- Messages your team added for the shopper.
On the right: what the shopper can do. (One column on a phone.)
- CANCEL ORDER, within the hours you allow and before a courier label is made.
- BUY AGAIN, which puts the same items back in the bag (anything you no longer sell is left out, and the shopper is told).
- WRITE A REVIEW for each item, once the order is delivered.
- ASK FOR A RETURN or an exchange, when your store offers them and the time to ask has not passed.
- DOWNLOAD INVOICE and every credit note as a PDF.
- GET WHATSAPP UPDATES, where WhatsApp messages are set up.
The thank-you page leads here, and the order emails carry the items with pictures, the delivery address, what happens next and how long the order can still be cancelled.
For your store
Why It Matters
For a small team, "where is my order?" and "can I cancel?" are the messages that never stop, on WhatsApp, Instagram and the phone. Each one is a few minutes of looking something up. A page that answers them, on the shopper's own phone, gives those minutes back.
It also builds trust where it is thinnest. A shopper paying cash on delivery to a brand they found on Instagram wants to know the order is real and moving. A page with the order, the courier's updates and a GST invoice says so better than a reply.
And it brings shoppers back. BUY AGAIN turns a repeat purchase into one tap, and a review asked for at the right moment, on the order the shopper is already looking at, gets written.
Letting shoppers cancel early is good business too: a cancel before the parcel leaves costs you nothing, while a refused parcel at the door costs you the delivery both ways.
Step by step
How It Works
Set How Long Shoppers Can Cancel
Open Settings → Checkout and COD. In Cancellations by Shoppers, Shoppers can cancel within (hours) is 24 to start with (0 to 168). Within that time, and only while no courier label has been made, the order page shows CANCEL ORDER. Set it to 0 if only your team should cancel.
The Shopper Cancels
The order page says "You can cancel this order until" the time. CANCEL ORDER asks to confirm, with an optional reason and one line on the money: what was paid online is refunded to the way they paid, or nothing was charged. YES, CANCEL cancels it exactly as your team would: the stock goes back, offers are released, an online payment is marked for a refund, and the cancelled email and the credit note follow. Your order history says "Cancelled by the shopper" with the reason.
BUY AGAIN and Reviews
Every order in the account's list, and the order page, has BUY AGAIN. It adds the items to the bag at today's prices; items you no longer sell are skipped and the shopper is told. A personalised item is not repeated this way, because its details belong to the first order. Once the order is delivered, How Was It? offers WRITE A REVIEW for each item, which opens the review form on the product's page. See Reviews.
Returns and Exchanges From the Same Page
If your store offers exchanges or returns for a refund (both off to start with), the order page shows the way to ask, until the window closes (7 days after delivery to start with). Each step then shows on the same page: request sent, approved, the courier and tracking number the shopper adds, received, refunded. One request per order.
GST Documents, Always There
When the order has been invoiced, DOWNLOAD INVOICE (or DOWNLOAD BILL OF SUPPLY) gives the PDF, and each credit note after a cancel or refund has its own button. The shopper never has to ask your team for a copy. See GST Invoices. They are the same documents your team downloads from the order in the admin, so what the shopper keeps always matches your records.
Updates on WhatsApp
With Offer order updates on WhatsApp on (Settings → Checkout and COD → Order Clean-up), the thank-you and order pages offer GET WHATSAPP UPDATES: a message when the order ships and when it arrives. The shopper can STOP them. This choice is shown only where WhatsApp messages are set up, and Mercayo's WhatsApp is not connected yet, so today it does not appear. See WhatsApp.
Your shoppers
What Your Shoppers See
The shopper sees their order as one clear page: the number, the status with each step ticked, the courier's updates once it ships, the items with pictures, and the money down to the GST. Beside it, only the buttons that apply right now: CANCEL ORDER while it is still allowed (with the time it closes), BUY AGAIN, WRITE A REVIEW after delivery, ASK FOR A RETURN within your window, and the invoice to download. From their account the page shows the delivery address too; opened from the tracking page with a number and phone, it leaves the address out.
Settings
Settings You Control
Each one is in your admin. A new store starts with the value shown.
Mercayo
Mercayo's Controls
Each of these settings follows Mercayo's rule: Mercayo's override for your store if there is one, then your choice, then the default. Mercayo's team can, for one store, fix or limit the cancel window (for example to 0, so only staff cancel), keep returns for a refund off or on, or turn WhatsApp updates off, always with a reason your admin shows beside the locked setting and a record in Mercayo's audit log. None of these settings cancels or refunds an order by itself: every cancel on this page is the shopper's own, inside your rules.
Limits today
Good to Know Before You Start
- A shopper cannot change an order's items or address from the page; they cancel and order again, or contact you.
- Once a courier label is made, the shopper can no longer cancel from the page and contacts you instead.
- Return and exchange steps show on the order page but send no email or message at each step.
- WhatsApp updates go only to shoppers who said yes, and STOP ends them.
- BUY AGAIN does not repeat a personalised item; the shopper adds it again from its page with their details.
Questions
About After the Order
Can a shopper cancel an order that is already paid?
Yes, within your cancel window and before a courier label exists. The order is cancelled the same way your team would cancel it, and the online payment is marked for a refund, which your team makes from the order. The shopper is told that the money goes back to the way they paid.
Who can see an order's page?
The signed-in shopper whose order it is; the shopper's own browser on the thank-you page for 3 days after ordering; or anyone with the order number and the phone number used at checkout, on the tracking page. The last way shows the order and its progress but not the address, email or full phone number.
Do I have to offer cancellations?
No. Set the cancel window to 0 and only your team can cancel. A window of a few hours often suits stores that pack the same day; 24 hours is the starting value. The window counts from when the order was placed, and closes early the moment a courier label is made, whatever the hours say.
Does BUY AGAIN use the old prices?
No. It puts the same products and options in the bag at today's prices and offers. Products or options you no longer sell are left out, and the shopper is told. The shopper sees the bag before paying, with the prices and any offers worked out as for any other bag.
Do the order emails link to this page?
Yes. The order email shows the items with pictures, the delivery address, what happens next and how long the order can be cancelled, and the delivered email has VIEW YOUR ORDER. The buttons take your store's main colour. The placed email states the same cancel window as the order page.
Where does my team see a shopper's cancel or return?
On the order in your admin: its history records "Cancelled by the shopper" with the reason, and each return step. Returns wait in Orders → Returns, with tabs for those waiting for you, on the way back and done. The order's money and stock change exactly as if your team had cancelled it.
Related
Related Features
- Thank-You PageAfter the order: the number, what was paid and what is due in cash, what happens next, the address, cancel while allowed, and a gentle way back to the store.
- Order TrackingShoppers follow their order on your store's own page: order steps, the courier's timeline, the AWB, documents, and messages from your team.
- Returns and RefundsLet shoppers ask to return items for a refund; approve, receive and refund from one queue, with the GST credit note issued for you.
- ExchangesShoppers ask for an exchange from their order page, with a reason and, if you require it, an unboxing video; your team takes it step by step.
- Customer AccountsShoppers sign in with a one-time code by email or phone, or with Google, and find their orders, invoices, addresses and credit in one place.
- GST InvoicesEvery order gets the right GST document, a tax invoice or a bill of supply, numbered without gaps per financial year, as a PDF for you and your shopper.
More in Online Store: Product Pages · Product Stories and Details · Collections and Filters · Store Search · Shop by Fit · Wishlist · Customer Accounts · Content Pages and Blog · Personalisation · Shoppable Videos · Languages and Currencies · Installable Store · Page Speed · Search Engines · URL Redirects · Opening-Soon Page · Custom Domains
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