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Order Management

Soctrip's order management feature not only helps you understand the status of your order and track the shipping process, but also ensures that you can take the necessary actions to handle any arising situations related to your order (if any) in a timely manner. In addition, order management also helps store your shopping history and optimize your shopping experience on Soctrip, bringing you convenience and satisfaction when shopping.

 

Computer Mobile apps

After purchasing a product, you can track your order by clicking on the mceclip2.png icon on the toolbar and then go to My orders.

  1. In the Search box, enter the product name or order code to search for the order
  2. Click on the order status you want to track to see all orders in that status.

What information does the order details provide?

On the order you want to view detailed information, click on Order details. Here you will see full information of the order:

  1. Order information
  2. Delivery information
  3. Order status
  4. Order status details
  5. Order list
  6. Payment information

An order from the time the buyer places the order until successful delivery will have the following statuses:

Waiting for confirmation

The Waiting for confirmation status includes orders that have not been confirmed by the seller.

Buyers can choose to cancel the order if they no longer want to continue with completing the order and receiving the product.

STEPS TO CANCEL AN ORDER:

  1. Click Cancel order on the order you want to cancel
  2. Select a reason for cancelling order:
    • No longer want to buy the product
    • Need to edit shipping address
    • Need to enter more vouchers or found another product cheaper
    • Or other reasons
  3. Nhấn Gửi để hoàn tất hủy đơn hàng.

Note: Buyers can only cancel orders that have not been confirmed by the seller. Refunds will be completed within 7 days.

Waiting for shipment

The Waiting for shipment status includes:

  • Order has been confirmed by seller
  • Order is being packed
  • Order is waiting for shipping unit to pick up
To deliver

The To deliver status includes:

  • Order that the postman received from the store
  • Order being transported
  • Order being delivered to the customer
Delivered

The Delivered status includes orders that have been successfully delivered.

Click Received order to confirm that you have successfully received your item


If there is any problem with your order after receiving it, you can submit a return request for a refund.

STEPS TO SUBMIT A REQUEST FOR AN ORDER REFUND:

  1. Click Refund
  2. Select return reason
  3. Enter description (if any)
  4. Click Add photo to upload photo (if any)
  5. Click Submit to complete a return request for a refund

To review your return request for a refund, go to Refund to find the order you submitted the request for.

Completed

The Completed status includes orders that have been confirmed as received by the buyer.

Here you can rate your order and view your reviews.

Steps to review a product:

  1. Click the Rate button to rate the product
  2. Rate each product in the order:
    • Select the number of stars that corresponds to your experience with the product
    • Select the available comment option if it suits your opinion
    • Enter comments and product reviews
    • Click Photo/Video to upload product’s photo/video (if any)
  3. Click Submit
  4. Rate the delivery experience:
    • Select the number of stars that corresponds to your delivery experience
    • Enter comments, reviews about the delivery process
  5. Click Submit to complete order evaluation

In the order you have rated, click View rating to review your ratings.

Cancelled

The Cancelled status includes orders:

  • Cancelled by Soctrip may be due to:
      • Seller does not confirm order on time
      • Time to prepare goods and deliver to the carrier exceeds the allowed time limit
      • Violation of Soctrip policy (fraud, forgery, scam…)
  • Cancelled by the store may be due to:
      • Địa chỉ nhận hàng không khả dụng để giao hàng
      • Sản phẩm trong kho đã hết
      • Không thể liên lạc với người mua
  • Cancelled by the buyer may be due to:
      • No longer need to buy the product
      • Need to edit shipping address
      • Need more coupon codes or found another product cheaper
Refund

The Refund status includes orders in which the buyer has submitted a return request for a refund.

  • Click Refund details to view refund request details. Including:
      • Order information:
        • Product name
        • Number of products
        • Product price
      • Refund request status details:
        • Request sent successfully
        • Seller approved/rejected the request
        • Seller accepted/refused refund
      • Refund request information:
        • Total amount to be refunded
        • Reason for requesting refund
        • Description, photos (if any)
        • Request ID code
  • In case the seller accepts the return request for refund:

Note: Once the refund request is approved by the seller, you need to return the item to the seller or contact the seller in case of non-return and wait for the seller to confirm the acceptance/rejection of the refund. The refund process will be completed within 7 days

  • In case the seller rejects your return request for a refund or accepts your request but does not agree to refund after receiving the returned item: In the refund request details, you will see the reason the seller rejected it.
To pay

The To pay status includes orders with pending payment and failed payments.

  • Click Cancel order to proceed with cancelling the order.
  • Click Repay to proceed with the payment steps and complete the order placement.

If you have any further questions, please contact us.

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