---
title: "Online Order Management"
description: "Learn how to manage orders from your online store in Sarah."
keywords: ["orders", "online sales", "management", "states"]
lastUpdated: "2025-01-26"
---

# Online Order Management

All orders from your online store appear in your management system as normal sales. This guide explains how to manage them.

## Where to View Orders

### Sales Module

Online orders appear in the **Sales** module:

1. Go to **Sales** in the main menu
2. Online orders have origin **"sarah"** or **"web"**
3. You can filter by origin to see only online orders

### Identifying Online Orders

Online orders are identified by:

- **Origin**: `origin: "sarah"` or `origin: "web"`
- **Alias**: Usually includes "Web Sale:" followed by customer name
- **Initial state**: Generally "pending" until payment is confirmed

## Order States

### Pending

Order was created but payment hasn't been confirmed yet.

**Actions:**
- Wait for payment confirmation
- Contact customer if necessary
- Prepare order if you trust the payment

### Paid

Payment was confirmed by MercadoPago.

**Actions:**
- Process the order
- Prepare products
- Coordinate shipping or pickup

### Processing

Order is being prepared.

**Actions:**
- Continue preparation
- Update status when ready

### Completed

Order was delivered or picked up.

**Actions:**
- Archive the order
- Post-sale follow-up if necessary

### Canceled

Order was canceled.

**Actions:**
- Review cancellation reason
- Process refund if applicable
- Contact customer if necessary

## Order Information

### Customer Data

Each order includes:

- **Name**: Customer name
- **Email**: Contact email
- **Phone**: Phone number
- **Address**: If home delivery

### Products

- **Product list**: All ordered products
- **Quantities**: Quantity of each product
- **Prices**: Applied prices (according to price list if applicable)

### Shipping

If order includes shipping:

- **Complete address**: Delivery address
- **Shipping cost**: If calculated
- **Shipping integration**: If imported to Correo Argentino, includes tracking

### Payment

- **Method**: MercadoPago QR, Link, or Cash
- **Payment status**: Confirmed, pending, etc.
- **MercadoPago information**: Payment ID, etc.

## Process an Order

### 1. Verify Order

1. Go to **Sales**
2. Search for online order
3. Review products, quantities, and totals
4. Verify customer information

### 2. Confirm Payment

If payment isn't confirmed yet:

- Wait for automatic MercadoPago confirmation
- Or verify manually in MercadoPago
- Once confirmed, status changes to "Paid"

### 3. Prepare Order

1. Review available stock
2. Prepare products
3. Package if necessary
4. Update status to "Processing"

### 4. Coordinate Delivery

#### Store Pickup

1. Contact customer to coordinate pickup
2. Confirm order is ready
3. When picked up, update status to "Completed"

#### Home Delivery

1. If configured, import shipment to Correo Argentino
2. Or coordinate shipping with your carrier
3. Provide tracking to customer
4. When delivered, update status to "Completed"

## Shipping Integration

### Import to Correo Argentino

If you have Correo Argentino integration configured:

1. System can automatically import shipment
2. A tracking code is generated
3. Customer can track their order

**See more:** [Shipping and Logistics](/docs/shipping/importing)

## Notifications

### New Order Notifications

When a new order is created:

- You can receive notifications (if configured)
- Order appears in your sales list
- You can filter to see only new orders

### Customer Communication

You can contact customer:

- **Email**: Use order email
- **Phone**: Use order phone
- **WhatsApp**: If integrated, you can use WhatsApp

## Order Invoicing

### Invoice an Order

Online orders can be invoiced just like normal sales:

1. Go to order in **Sales**
2. Click **"Invoice"** or **"Issue Receipt"**
3. Select receipt type (A, B, C, X)
4. Complete necessary information
5. Issue receipt

**Note:** Receipt type depends on customer and your fiscal configuration.

## Reports and Analysis

### Online Sales

You can analyze your online sales:

- **Sales reports**: Filter by origin "web" or "sarah"
- **Product analysis**: Which products sell more online
- **Customer analysis**: Who buys online

### Useful Metrics

- **Total online orders**: Number of orders
- **Total value**: Total amount of online sales
- **Average ticket**: Average value per order
- **Best-selling products**: Top products online

## Best Practices

### Fast Processing

- **Review orders regularly**: Don't leave orders unprocessed
- **Confirm payments**: Verify payments are confirmed
- **Communicate with customers**: Keep customers informed

### Organization

- **Use states**: Keep states updated
- **Filter by origin**: Use filters to see only online orders
- **Document problems**: If there are problems, document to improve

### Customer Experience

- **Process quickly**: Customers expect quick responses
- **Communicate clearly**: Inform about order status
- **Meet deadlines**: Respect promised delivery times

## Troubleshooting

### Order Doesn't Appear

**Possible causes:**
- Error creating order
- Applied filter hides it
- Order in another company (if managing multiple)

**Solution:**
1. Review applied filters
2. Search by customer name
3. Verify you're in the correct company

### Payment Not Confirmed

**Possible causes:**
- MercadoPago webhook didn't work
- Communication error
- Pending payment in MercadoPago

**Solution:**
1. Verify manually in MercadoPago
2. Review webhook configuration
3. Contact support if it persists

## Next Steps

- [Shipping and Logistics](/docs/shipping/overview) - Manage order shipments
- [Billing](/docs/billing/overview) - Learn to invoice orders