Orders

Need a lead time extension for order fulfillment due to store closure? e.g., Holiday Period, Holiday Mode, CNY break, stock take, etc.
To request a temporary adjustment to your order-fulfillment lead time, please provide the following details and raise a ticket via the Okta SSO page:

• Closure period (Start Date and End Date)
• Date business will resume

1. Open: A new order that has not been processed yet.
2. Ready to Ship: Order has been processed and is ready to be handed over to courier partner or ready to be sent to CC.
3. Shipping in Progress: (Dropship) Courier has been picked up the order or (Consol) CC has received the order and is on the way to the customer.
4. Delivered to Customer: (Home Delivery Orders) Courier has delivered the order to the customer or (Traveller Orders) Customers have picked up the order at the Collection Centres in the transit.
5. Cancelled/ Returned: Orders that have been cancelled.

How to check in the Shop Information section
Go to My Account ➡️ Shop Information. Look for the field called Shipment Type.
– If Shipment Type is Consolidated, your store is on CAG Consolidated Mode.
– If Shipment Type is Dropship and the Dropship Type shows Merchant3PL, your store is on Dropship Merchant3PL Mode.
– If Shipment Type is Dropship and the Dropship Type shows CAG3PL, your store is on Dropship CAG3PL Mode.

How to check using Order Prefix & Suffix (if you cannot access Shop Information)
Go to Open Orders or Orders ➡️ All Orders. Look at the Order No. shown in the list (e.g., HC202401010001-3000-A).

Refer to the prefix or suffix in the Order No. to determine your mode:
– If the Order No. ends with -XXXX-A (e.g. HC2004146005-3000-A), the mode is CAG Consolidated.
– If the Order No. contains DM-XXXX-A (e.g. NC2011120002DM-1000-A), the mode is Dropship Merchant3PL.
– If the Order No. contains DP-XXXX-A (e.g. NC2011120002DP-1000-A), the mode is Dropship CAG3PL.

1. Go to My Account  ➡️ Shop Information ➡️ Logistics Tab
2. You may edit the Pickup Address, Pickup Email Address or Pickup Address Phone in this section.
   📝 Note: You will not be able to edit the Pickup Slot Start Time and Pickup Slot End Time. If you’d like to change your pickup timings, please contact us through the Merchant Service Desk on the Okta SSO page, and our team will help configure this on the backend.
   💡 Ninjavan Pickup Slots: 09:00 – 12:00, 12:00 – 15:00, 15:00 – 18:00, 18:00 – 22:00 , 09:00 – 18:00, 09:00 – 22:00
3. Once done, click Save

1. Go to All Orders ➡️ Open Orders
2. Click on a checkbox to select an order. Once an order has been selected, the Bulk Update button will appear on the top right hand corner. ➡️ Click on Bulk Update
3. Click on Export File
4. Order Status = Open
   Please fill in the following information:

   Original Quantity	Enter the original quantity in the order.
   Quantity	Enter the quantity that can be fulfilled.
   Cancellation Reason	Select a reason from the dropdown if the quantity has been adjusted.
   Courier	Select the shipping carrier from the dropdown.
   Tracking Number	Enter the courier tracking number.
   Tracking URL	Enter the courier tracking URL.

   

   Status Update
   If the tracking information is included and the file is uploaded successfully, the order status will change from Open ➡️ Shipping in Progress.
   If the tracking information is not included but the file is uploaded successfully, the order status will change from Open ➡️ Ready To Ship.

   ---

   Order Status = Ready To Ship
   Please fill in the following information:

   Courier	Select the shipping carrier from the dropdown.
   Tracking Number	Enter the courier tracking number.
   Tracking URL	Enter the courier tracking URL.

   

5. Once done, save the file. In TREX, click on the Upload Excel File button to upload the template. It will take about 5 minutes. Once the upload is completed, please check the status of the file and download the Error Report if needed.
6. If there no errors, click into the individual order in TREX to Print Documents ➡️ Print Order Receipt and Print Acknowledgement Slip
   📝 Note: This can be done when the order is in the Ready To Ship status. Please wait 1-2 minutes before printing the Acknowledgement Slip.
   Ensure that you have printed 1 copy of the Receipt and 1 copy of the Acknowledgement Slip.
   📝 Note: All order documents should be printed separately. Please do not print both documents on the same piece of paper.