Skip to main content
Orders lists every order your agent took in a conversation, from the moment a customer starts checkout to the store confirming payment. Use it to see what was ordered, how the customer chose to pay, where it ships, and to jump back to the conversation.

​
Before you start

  • On the agent’s Actions tab, under Selling and orders, switch on Take orders in chat so the agent takes orders and Track orders so it can answer “where is my order?”. See Agent capabilities.
  • Turn on the payment methods you accept under Settings → Payment and set up delivery under Settings → Shipping. See Shipping and payment.
  • A connected Shopify, Salla or Zid store is needed to create the order in your store, to send payment links, and for order tracking. Without a store, the agent can still confirm cash-on-delivery and bank-transfer orders, and Popcorn keeps them.

​
The orders list

The table shows Order (Popcorn’s order number: a #, then “P” and six digits), Customer, Items (names, with a quantity such as “2 ×”), Date, Total in your default currency, and Status, newest first. Narrow windows show fewer columns. Search orders matches the order number (with or without the #), your store’s order number, the customer’s name, phone and email, and the shipping method’s name. Click a row to open the order. With no orders yet the page says “No orders yet”.

​
Order details

The title reads Order #P123456, with the date and time and, when the order exists in your store, “Store order #” and your store’s number. The status badge sits beside it, and View conversation opens the conversation in the Inbox. A detail that was not collected reads Not provided.

​
Statuses

​
Payment methods

Which methods the agent offers, and what happens if you switch all of them off, is set under Settings → Payment; see Payment methods.

​
How the agent takes an order

1

Cart

The customer picks products from the agent’s recommendations. On WhatsApp, customers can also add products from the cards the agent sends: catalog cards use WhatsApp’s own cart, and the agent’s other product cards carry an Add to cart button that adds that product to the order. Custom options on a product (a gift message, a size) are asked for at this point; see Product catalog.
2

Address

On WhatsApp the agent sends an address form with Country, City, Street, Area and Building/Floor/Apt., in Arabic or English to match the conversation. For Salla stores and Zid stores with a store URL, the agent first sends the National Address form: the customer enters their Saudi National Address Short Address Code (four letters and four digits, for example RRAD3093), Popcorn looks it up and shows a Confirm Address screen with street, district, city, building number, postal code and additional number. A customer can also type the short code in the chat. Where a form cannot be sent, for example in Website chat, the agent simply asks for the address in the chat.
3

Shipping check

The agent checks your delivery coverage for the customer’s country: countrywide delivery, a list of supported cities, or none configured (the order proceeds with the city as given). City names are matched ignoring case, accents and Arabic marks, and common spellings count as the same city, such as Makkah and Mecca. If the country is not covered, the agent asks for a supported city or country. When several delivery options reach the city, the agent uses the one that costs this order least, and the customer can ask for another of them. The option’s fee is added as a Shipping line, waived when the merchandise subtotal reaches the option’s free-shipping threshold, and the customer is told the expected delivery time in days when you configured one. See How the agent uses shipping.
4

Summary and confirmation

The agent sends an order summary: up to eight products, Delivery (the delivery option and its fee, or “Free”), Cash on delivery fee when one applies, Total, Name, Phone, Address, Payment method, and any Discount code or Notes, with Confirm order, Edit and Cancel buttons. Shopify summaries have no delivery line, because Shopify’s checkout adds delivery. In Website chat and in the agent’s test chat the same three buttons appear in the chat. The order is created only when the customer taps Confirm order; typing “yes” does not confirm it. If details change, a product becomes unavailable or changes price, or the delivery option is switched off, the customer gets a fresh summary to confirm.
5

Order created

On confirmation the order moves to Awaiting payment and the customer receives “Your order has been created.” with the order number, total and, for Payment link, the link. With Zid or Salla, the order number and total are the ones your store gives the order. Bank-transfer customers get your bank details. If Zid turns the order down, the customer is told the store couldn’t take it (or that an item is out of stock) and is offered a change or your team; the refused order is not sent again.
Orders placed in the test chat are real orders. They appear under Orders and, with a connected store, are created there too. See Test and publish.
Shopify stores that require an email at checkout: if Allow phone-only checkout is off in Shopify settings on the Integrations page, the agent asks the customer for an email address before creating the order. See Shopify.

​
Where the order appears in your store

  • Zid and Salla: the order is created in your store when the customer confirms, and its store identifier is shown as the Store order number. The Total in Popcorn and in the confirmation message is the total your store reports, and Shipping is the delivery fee your store charged; on Zid, so is the Cash on delivery fee. On Zid, automatic (store-wide) discounts are applied when the order is created, on top of any discount code, so the total can be lower than the summary the customer confirmed and is 0 for a fully discounted order.
  • Shopify: Popcorn creates a checkout with the items and the customer’s details (including any custom checkout attributes). The Shopify order exists once the customer completes that checkout. Shopify shipping rates are handled on the checkout page; in Popcorn you only maintain delivery coverage.
  • No connected store: the order exists in Popcorn only.

​
Order tracking

With Track orders switched on, the agent answers status questions using your connected store. The customer’s WhatsApp number is passed to the agent automatically, so a customer who asks without an order number gets their five most recent orders. If they give an order number, the store’s record is checked against the customer’s phone number and a mismatch is refused; on Shopify the email address on the order also works as verification. The order number can be your store’s or Popcorn’s own (the “P” number in Orders). On Zid and Salla, Popcorn finds the store order behind a “P” number, or looks the customer’s orders up by phone when there is none yet; on Shopify, where the order only exists once the customer completes checkout, a “P” number always means a lookup by phone. Without an order number or a phone number, the agent asks for one. Replies include the order status and the shipping details your store exposes, such as carrier, estimated delivery, tracking number and tracking link. On Zid, replies also include the delivery status and the order’s history, whether the customer gave an order number or only a phone number. Tracking is not available for orders that exist only in Popcorn.

​
Troubleshooting

  • “No shipping option found for this city” (Shopify or Zid): you have delivery coverage configured, but none of your active shipping options includes the customer’s city. Add the city under Settings → Shipping or ask the customer for a covered city.
  • The agent asks for an email before ordering: your Shopify store requires one. Turn on Allow phone-only checkout in Shopify settings on the Integrations page if your store accepts phone-only checkout.
  • Payment link not offered: no store is connected, or Payment link is turned off under Settings → Payment.
  • Bank transfer not offered: no bank details are saved under Settings → Payment.
  • The customer was refused cash on delivery (Zid): the Zid delivery zone for their city doesn’t take cash on delivery. The agent offers delivery options that do, or another payment method. See Shipping and payment.
  • Order stuck in Awaiting payment: the customer has not paid, or the payment link expired (24 hours on Zid). Click View conversation to follow up with the customer.
  • Customer cannot track an order: tracking needs a connected store and either the order number (verified against the customer’s phone number) or the phone number the order was placed with.
  • Repeated order or address failures also appear in Store health.