Handle every order from one screen

Order Desk is the one place to handle all your orders. No more jumping between separate WooCommerce pages — viewing orders, calling customers, changing status, sending to courier and printing all happen from one screen. The page has three main parts.

1. 1
   Status Tabs The row at the top left. Each tab shows, in a red number, how many orders are in that status. Click one to see only those orders.
2. 2
   Toolbar The buttons at the top right — call-back reminders, search, new order, date filter, select many orders at once, and refresh.
3. 3
   Order List The table below shows each order in one row — Order Info, Customer, Products, Total, Status and Actions. One glance at a row tells you where the order stands.

Each order’s stage is sorted into its own tab. On top of WooCommerce’s own statuses, a few extra statuses that a Bangladeshi COD business needs have been added.

1. 1
   All Every order together. The number next to it is the total.
2. 2
   Confirmed Orders confirmed after talking to the customer.
3. 3
   RTS (Ready to Ship) Packed and ready to hand to the courier.
4. 4
   Shipped Handed over to the courier and on the way.
5. 5
   Delivered The customer received the parcel.
6. 6
   Returned The customer didn’t take it and the parcel came back.
7. 7
   Incom (Incomplete) The customer started filling in the checkout form but didn’t finish — you can call them and recover the order.
8. 8
   Follow (Following) Orders that need a follow-up, e.g. the customer said they’d let you know later.
9. 9
   Fake Fake or prank orders. Keeping them separate keeps your real numbers clean.
10. 10
    No Response You called but couldn’t reach the customer.
11. 11
    More The other 7 WooCommerce statuses — Pending payment, Processing, On hold, Completed, Cancelled, Refunded, Failed. The ones you use less are tucked away here so the top row doesn’t get crowded.

The small icons look simple, but each one does something different. Match them by number.

1. 1
   callbacks due The number of customers it’s now time to call back. Explained in detail further down.
2. 2
   Search orders Opens the search box. Search by order number, customer name or phone number.
3. 3
   Create a new order Opens a form to enter orders that came in by phone, WhatsApp or Facebook.
4. 4
   Filter by date Opens a bar to view orders by date — Today, Last 7 days, Custom range and more.
5. 5
   Select orders Adds a checkbox next to each row so you can work on many orders at once (Bulk action).
6. 6
   Refresh Reloads the list without reloading the page — you’ll see updates if someone else changed an order.

Customers often say “call me later”. Written on paper, it’s easy to forget. Order Desk remembers who to call and when, and tells you when it’s time.

1. 1
   Callbacks due (3) — show all When this button is red, some customers are past their call-back time. Click it to see only their orders. Click again to go back to all orders.
2. 2
   Call back now A red label next to an order whose call-back time has arrived. If it’s not time yet, it shows something like Call back 11:17 pm.
3. 3
   Following By admin Also shows who changed the status — useful in a team to see who picked up which order.

Find one specific order among thousands in a few seconds.

1. 1
   Search box Type an order number (e.g. 1148), customer name (Bangla or English) or phone number. Results appear as you type — no need to press Enter.
2. 2
   Courier tracking For orders booked with a courier, the courier name and Consignment ID show above the customer name — e.g. Steadfast: 299059797 or Pathao: DL2609…. If a customer asks about their parcel, you can give them the number right from here.

See orders from a specific day or period, and print today’s parcels together.

1. 1
   Today Only today’s orders. Next to it are All time and Today + Yesterday.
2. 2
   More ranges Last 7 days, Last 15 days, Last 30 days, Last 90 days, Last 365 days।
3. 3
   Print Today Parcel Shows the orders marked Shipped today, so you can print them together and stick them on the parcels.
4. 4
   Custom range + Apply Pick your own start and end date and click Apply.

Sending 50 orders to the courier one by one takes ages. Select them and finish in one go.

1. 1
   Checkbox Tick the box on the left of each order to select it.
2. 2
   Select all The checkbox in the table header selects every order on this page.
3. 3
   Send to courier Books all selected orders with the courier at once.
4. 4
   Send SMS Sends an SMS to all selected customers at once.
5. 5
   Sync status Pulls the latest status of all the parcels from the courier at once.
6. 6
   Print Prints all selected orders together.

Enter orders from phone, WhatsApp, Facebook or Instagram without leaving this screen. For a returning customer, type the phone number and the rest fills in by itself.

1. 1
   Phone Number Enter the 11-digit number. If they’ve ordered before, a small notice appears below — Filled name, address and area from order #…
2. 2
   Auto-filled fields Name, address, Division, District and Thana fill in from the previous order. Change them if needed. Each field shows how many characters you’ve typed (e.g. 12/50).
3. 3
   This customer The customer’s record — label (e.g. Duplicated), how many times Delivered/Returned, and their last order.
4. 4
   + Add Product Opens the product search (see below).
5. 5
   Payment Details Delivery Charge, Discount Amount and Advance Payment.
6. 6
   Order Source Where the order came from — Organic, Website, Phone, WhatsApp, Instagram, Facebook. Later, reports show which channel is working.
7. 7
   Create Order Check the Subtotal, Delivery Charge and Total below, then click it — the order shows up in the list right away.

No need to dig through the whole catalog. Your best-selling products are right at the top.

1. 1
   Search products… Type a name or SKU and matching products appear instantly. Variations (size/color/weight) are listed separately.
2. 2
   TOP SELLING Best-selling products with image and price — add them in one click. Scroll down to ALL PRODUCTS for everything else.

Each order is one row. The six columns together give the full picture, so most of the time you don’t even need to open the order.

1. 1
   Order Info Order number, date and time, plus some colored labels (explained in the next section).
2. 2
   Customer Name, phone, delivery/return record and address.
3. 3
   Products Which products and how many — e.g. 1× Wireless Earbuds. Size/color shows too if there are variations.
4. 4
   Total The total amount to collect from the customer.
5. 5
   Status The current status, with a small blue label above it showing who changed it (e.g. Processing By admin).
6. 6
   Actions Three buttons — 📞 Call, 👁 View (order details), 🗑 Delete (moves it to the Bin).

The small labels and numbers carry a lot of information. Read them by number.

1. 1
   💬 Notes How many comments/notes the order has. A high number means a lot of work or conversation has happened on it.
2. 2
   Order number The order number, e.g. #ESALESPAGE-1102.
3. 3
   Date & time When the order came in.
4. 4
   Customer record A label for the customer behind this phone number — New (first order), Repeated (bought before), Duplicated (more orders from the same number — check if it’s a duplicate), Bad (has a history of returns/problems), On Way (another parcel for this customer is on the way right now).
5. 5
   Source Where the order came from — Website, Landing Page, WhatsApp, Phone, Facebook, Instagram, Exchange and so on. Shows which channel brings the most orders.
6. 6
   Call count How many calls were logged on this order, e.g. 1 call, 2 calls. Hover to see the last call’s result too (Answered / No answer).
7. 7
   OTP tick The tick next to the name. Blue tick = the customer verified their phone number with an SMS code. Black tick = not verified.
8. 8
   Phone The phone number in blue — click to call directly.
9. 9
   Delivered (green number) How many parcels the customer has received in total. With Fraud check on, it counts across all couriers plus your shop; without it, only your shop’s record.
10. 10
    Returned (red number) How many parcels they returned. If this is high, be careful before shipping.
11. 11
    Address The customer’s full address, including thana and district.

If a customer wants a different size or product after delivery, you don’t need to write a new order — an Exchange order is created from the original, and the two orders stay linked.

1. 1
   Repeated This customer has bought before.
2. 2
   Exchange Exchange as the Source means this order replaces an earlier one.
3. 3
   Exchange for #ESALESPAGE-1148 Shows which order this one replaces. The original order gets an Exchanged label.
4. 4
   0.00৳ For a free exchange the Total stays zero, so the courier won’t collect any money from the customer.
5. 5
   Call back 11:17 pm A call-back is set, but its time hasn’t come yet.

Click the 👁 View button on any order and a panel slides in from the right. The list behind it stays exactly as it was, so when you’re done, click ✕ and you’re back where you were.

1. 1
   Call Button to call the customer.
2. 2
   WhatsApp Opens the customer’s WhatsApp chat with your confirmation message already typed — just press Send.
3. 3
   SMS Button to send the customer an SMS. If no SMS gateway is set up, clicking it shows you how to set one up.
4. 4
   Print Prints the order (invoice/parcel slip).
5. 5
   Status dropdown Change the order status right here — all 16 statuses, including Confirmed, Ready to Ship, Shipped, Delivered, Returned, Incomplete, Following, Fake and No Response.
6. 6
   Record badgesDelivered and Returned (count and percentage), Our Record (your shop only), and OTP verified / Not OTP verified.
7. 7
   Edit Opens a form to change the customer’s name, phone, address, area and notes.
8. 8
   Trust shield The small shield next to the phone number — its color shows how safe the customer’s record is (green means safe).

If the customer gave a wrong address or tells you a new one on the phone, fix it right from the order.

1. 1
   Name, Phone, Address All three are required (*). Changing them here updates the order too.
2. 2
   Division → District → Thana Choose the division first, then only that division’s districts appear, then that district’s thanas. The right area goes to the courier booking, so fewer deliveries go wrong.
3. 3
   Notes Delivery note. Pick a ready-made note from Start from a template… — Office hours only, Call before delivery, Let the customer check, Urgent — deliver today — or write your own in the box below.
4. 4
   Save changes Save. Changed your mind? Cancel.

After calling a customer, log what happened in one click. Anyone who opens the order later will know what was said before.

1. 1
   Call summary Total calls made and how many in a row went unanswered — e.g. 1 call · 1 unanswered in a row.
2. 2
   Call result buttons Pick the result after the call — Answered, No answer, Busy, Switched off, Wrong number. It’s saved to the log instantly and the row’s call count goes up.
3. 3
   Call back… + Set If the customer asks you to call later, pick a time and click Set. Order Desk will remind you when it’s time.
4. 4
   Call log A list of who called, when, and the result — e.g. No answer · admin · 26 Sep, 10:10 pm.
5. 5
   SMS Every SMS sent to this customer — both order updates and marketing. Shows each one’s status (Queued / Sent) and time. At the top it shows the total and how many were for this order.

No more picking up your own mobile or copying numbers for confirmation calls. The call goes out from your computer while the order is open, the conversation is recorded, and the result is saved with the order — no more arguing later about “what did the customer say?”

Step 1 — Calling (Ringing)

1. 1
   Browser phone The call goes out from your browser — no separate phone or SIM needed. The blue dot means it’s waiting to connect.
2. 2
   Customer name and number Pulled in from the order automatically, no typing — no risk of calling the wrong number. Below, it shows the order number and current status (e.g. Incomplete), so it’s clear which order you’re talking about.
3. 3
   RINGING… It’s ringing on the other end. The screen changes as soon as the customer picks up.
4. 4
   Mute · Hold · Keypad · Audio Four handy controls during the call. Use Keypad to press numbers in an IVR, and Audio for sound settings.
5. 5
   Red button Hang up.

Step 2 — Talking, and it’s recording

1. 1
   REC Recording starts as soon as the call is answered — nothing extra to press. The red REC means it’s recording.
2. 2
   ON THE CALL + timer Shows live how long you’ve been talking.
3. 3
   Voice wave Moving green lines mean sound is going both ways. If the customer says “I can’t hear you”, a glance here tells you whether your mic is working.
4. 4
   Controls Use Hold mid-call to go check stock, or Mute to talk to someone next to you.
5. 5
   End call Press the red button when you’re done — the result screen appears right away.

Step 3 — Call ended, result in one tap

1. 1
   Answered · Talked for Whether the customer picked up and how long you talked — filled in automatically.
2. 2
   Result buttonsAnswered, No answer, Busy, Switched off, Wrong number — the system pre-selects one; if it’s wrong, tap another.
3. 3
   Saving in 3 s Saves itself after 3 seconds. Tap a different result before then and that one is saved instead — nothing to write down separately.
4. 4
   Recording saved The call recording is stored in the order’s Calls panel (step 4 below).
5. 5
   Call again · Save now · CloseCall again if the line dropped, Save now to save without waiting, and Close to close.

Step 4 — Call recordings and history inside the order

1. 1
   Customer record Check before you call — how many deliveries/returns before, their record with your shop, and whether they’re OTP verified.
2. 2
   Result buttons Even if you called from your mobile, you can log the result here by hand.
3. 3
   Call back… If the customer says “call me later”, pick a time and click Set — a reminder shows up in Callbacks due at that time.
4. 4
   Call log Each call’s result, how long you talked (0:24), where it was made from (Browser phone), who called and when — all on one line.
5. 5
   Recording player Listen to the call inside the order. Tap 1× to speed it up, and use the icon on the right to download. Useful when a customer later says “I never ordered this”, or when you want to hear how a new staff member handles calls.

Change the order’s products, quantities and charges right here — if the customer asks on the phone to add one more, you don’t need a new order.

1. 1
   Product row Image, name, price and total.
2. 2
   QTY Change the quantity and the total updates by itself.
3. 3
   Add a product Click or type a name to add a new product from the catalog.
4. 4
   Delivery Delivery charge.
5. 5
   Discount Enter any discount here — it’s taken off the Total.
6. 6
   Advance paid If the customer paid something upfront via bKash/Nagad, enter it here.
7. 7
   Due on delivery Total minus Advance — what the courier will collect (COD).
8. 8
   Expected profit Estimated profit on this order = money received − product cost − courier charge − COD fee − packaging. Hover to see the full breakdown. Courier charges are set in eSP Theme → Profit.

Know before you ship whether the customer is likely to accept the parcel. It checks this phone number’s delivery record across Bangladesh’s major couriers and gives a Trust score.

1. 1
   Courier Which courier this order is booked with. If no courier is enabled, it tells you where to turn one on — eSP Theme → Checkout → Couriers.
2. 2
   Safe / Saved with the order The record was checked when the order came in and saved with it, along with a result label (e.g. Safe).
3. 3
   Courier table Pathao, SteadFast, RedX, PaperFly, CarryBee, ParcelDex — how many Delivered and how many Returned on this number at each courier.
4. 4
   Our Record How many times this customer accepted/returned parcels from your shop only.
5. 5
   Progress bar Overall delivery and return percentage.
6. 6
   TRUST score A number from 0 to 100. The higher, the safer.
7. 7
   Verdict Advice in plain words — e.g. Excellent record — safe to ship, Some returns — mention the return policy, or No delivery history yet — treat as a new customer.
8. 8
   DEL / RET / TOTAL Total deliveries, returns and parcels.

Orders booked with a courier have a fixed bar at the bottom of the panel showing the parcel’s latest status.

1. 1
   Returns & exchange If this order has an exchange order, its number and status show here.
2. 2
   Create exchange order Creates a replacement order in one click.
3. 3
   Courier card Courier name, Consignment ID and status — e.g. Steadfast 298235216 · delivered · 2 weeks ago.
4. 4
   Courier bar The bottom bar shows the tracking number, status and whether the courier has paid (Courier paid 550.00৳).
5. 5
   Sync status Pulls the latest status from the courier, so the order updates itself when it’s Delivered/Returned.

A full record of who did what on the order, and when. Very useful when several people work in a team.

1. 1
   Status History When each status change happened and who made it — newest at the top.
2. 2
   by monielenotion · Administrator The name and role of the user who changed it. Automatic changes show System.
3. 3
   Write a comment + Post Write any note about the order and click Post — e.g. “Customer sent 100 taka advance via bKash”. Up to 2000 characters.
4. 4
   Comment list Alongside your notes, the system keeps its own log — status changes, call results and times, courier payments, exchanges and more.

The Courier payouts page sits under the Order Desk menu. It finds orders the courier hasn’t paid for, underpaid, or charged too much on — no more matching things up in Excel.

1. 1
   Delivered, not paid Delivered, but the courier hasn’t paid yet — total amount and number of orders, and how many are over a week old.
2. 2
   Paid short Orders where the courier paid less than it should have collected.
3. 3
   Charged above your rate Orders where the courier deducted a higher delivery charge than your set rate.
4. 4
   Returned parcels not back More than 7 days have passed, but the returned parcel still isn’t back in your hands.
5. 5
   Last import When you last imported a report and how many lines matched orders.
6. 6
   Import a payment report Download the payment/invoice report as CSV from the courier’s Merchant Panel and upload it here. Lines are matched to orders by Consignment ID or order number. Nothing changes until you click Import.
7. 7
   Courier Choose which courier the report is from (or Other / mixed).
8. 8
   TabsDelivered, not paid, Paid short, Charged more, Returns not back and Imports (a list of past imports).
9. 9
   Waiting How many days the money has been outstanding. Ask the courier about the big red numbers first.