Order Management

Every order needs attention and needs to be processed within the SLA (Service Level Agreement). So, let’s make sure that:

• Every order gets processed within 72 business hours. 
  
  
• Orders missed the promised delivery date? Missing issues can be created by customers and will affect your performance. If you do not keep your delivery time to the customer, you are in breach of the SLA and it can result in that the customer will be refunded or in worst case result in termination of the account. Read more about Missing Issue Targets here. 

You can set the delivery time you would like per unique articles, but it is very important that the delivery time is kept.

NOTE: From the 21 October 2024, the maximum delivery time will be 10 working days. Preorder articles excluded.

Order Status

Pending: Unprocessed order. It's important to handle the order through your integration partner or manually in CDON Connect, otherwise, the order will not be paid from us.

Awaiting payment: The status when the order has been sent but has not been paid yet.

Cancelled: The order is cancelled and should not be shipped.

Invoiced: The order is delivered to the customer and will be paid to you.

Manage Orders

If you have set up your email subscription you will receive a message every time you get a new order.

Order delivered

To notify the customer that an order has been dispatched, please select the order from the orders page, mark the dispatched rows, and click Mark as delivered. This will send an automatic email to the customer informing them that the order has been shipped. It is also at this point we request the payment from the customer.

Delivery note

Firstly, please make sure that you have entered your return address in your Settings.
CDON recommends that you always provide the CDON specific delivery note when shipping to a common customer. You can download it by clicking the Delivery note button and selecting the appropriate return address.

How do I print a delivery note?

If you wish to print a delivery note from CDON Connect, go to Orders and select the specific order. At the bottom right you will find a green button that says Delivery Note.