tutorial 10 min
Processing Orders
This guide walks you through processing and preparing an order for dispatch — the steps differ depending on your fulfilment mode.
Identify & Verify the Order
- Use the Order Prefix to identify the order type
- Verify stock availability
- Ensure order can be fulfilled and dispatched before the applicable deadline.
Process the Order
Orders shipped by CAG: Departure, Arrival and Home Delivery Orders (CAG Consolidated Mode)
- Click on Ready to Ship
Ready To Ship - Marked Ready to Ship Pop-up Window - Quantity to Fulfil: Select accordingly
- Click Yes
- Video Tutorial: Processing a Home Delivery Order (CAG Consolidated Mode)
Orders shipped by Merchant - Home Delivery Orders (Dropship CAG3PL Mode) and Departure, Arrival Orders (CAG Pickup Service)
- No. of Delivery Boxes Required: Enter the boxes required.
- PickUp Date from Warehouse: Select the date the order should be collected.
Enter No. of Delivery Boxes and Pickup Date - Click on Ready to Ship
Ready To Ship - Marked Ready to Ship Pop-up Window
- Video Tutorial: Processing a Home Delivery Order (Dropship CAG3PL Mode)
Orders shipped by Merchant: Home Delivery Orders (Dropship Merchant3PL Mode)
- Click on Ready to Ship
Ready To Ship - Marked Ready to Ship Pop-up Window - Courier: Select your courier from the dropdown. If using your own fleet, select Others.
- Tracking No.: Enter the tracking number. If using your own fleet, enter -.
- Tracking URL: Enter the tracking URL. If using your own fleet, enter -.
Enter Courier, Tracking No. and URL - Video tutorial: Processing a Home Delivery Order (Dropship Merchant3PL Mode)
You will need to update the order status subsequently by clicking on the Shipping in Progress and Complete Delivery buttons to complete the fulfilment process.
Print & Pack the Order
- Wait 1-2 minutes after the status change before printing the order documents.
- Print each document on a separate piece of paper
- 1 copy of the Receipt - for the customer. Pack it inside the order.
- 1 copy of the Delivery Order/Airway Bill/Acknowledgement Slip - attach it to the outside of the package (or hand over with the order, depending on your fulfilment mode).
Dispatch the Order
Deliver the order to the designated facility based on your fulfillment mode and order type.
Customer Service
Take note of the following email addresses and their purpose. Please whitelist both addresses to ensure you receive our communications.
- isc.cs@changiairport.com – Contact iShopChangi Customer Service for order-related assistance or enquiries.
- enquiry@changiairport.com – Used by Customer Service to contact merchants regarding customer orders or cases. Reply directly to these emails when action is required.
FAQs
What are the various order statuses
- Open: A new order that hasn't been processed yet.
- Ready to Ship: Order has been processed and is ready to hand over to the courier, or ready to send to the Collection Centre.
- Shipping in Progress:
- (Dropship) Courier has picked up the order, or
- (CAG Consolidated) the Collection Centre has received the order and it's on the way to the customer.
- Delivered to Customer:
- (Home Delivery) Courier has delivered the order, or
- (Traveller Orders) customer has collected it from the Collection Centre in the transit area.
- Cancelled/Returned: Order has been cancelled or returned.
Need to extend fulfilment time due to store closure
Common scenarios: holiday periods, CNY break, stock takes.
To request a temporary adjustment to your order-fulfilment lead time, raise a ticket via Okta SSO with:
- Closure period (start and end date)
- Date business resumes
How to check your store's fulfilment mode
Method 1: Via Shop Information
Go to My Account → Shop Information and check the Shipment Type field:
- Consolidated → CAG Consolidated Mode
- Dropship, Dropship Type Merchant3PL → Dropship Merchant3PL Mode
- Dropship, Dropship Type CAG3PL → Dropship CAG3PL Mode
Method 2: Via your order number (if you can't access Shop Information)
Go to Orders → All Orders and check the format of any Order No.:
- Ends
-XXXX-A(e.g.HC2004146005-3000-A) → CAG Consolidated - Contains
DM-XXXX-A(e.g.NC2011120002DM-1000-A) → Dropship Merchant3PL - Contains
DP-XXXX-A(e.g.NC2011120002DP-1000-A) → Dropship CAG3PL
(Dropship Merchant3PL) How to bulk update orders
Go to Orders → All Orders → Open Orders.
- Check the box next to each order to update — the Bulk Update button appears top-right once at least one is selected. Click it.
- Click Export File.
- Fill in the exported file. Required fields depend on the order's current status:
If the order status is Open:
| Field | What to enter |
|---|---|
| Original Quantity | The original quantity in the order |
| Quantity | The quantity that can actually be fulfilled |
| Cancellation Reason | Select a reason if the quantity has been adjusted |
| Courier | Select the shipping courier |
| Tracking Number | Courier Tracking Number |
| Tracking URL | Courier Tracking URL |
Status updates automatically on upload:
- Tracking info included, upload successful → Open → Shipping in Progress
- Tracking info not included, upload successful → Open → Ready to Ship
If the order status is Ready to Ship:
| Field | What to enter |
|---|---|
| Courier | Select the shipping courier |
| Tracking Number | Courier Tracking Number |
| Tracking URL | Courier Tracking URL |
- Save the file, then in TREX click Upload Excel File. Upload takes about 5 minutes.
- Check the upload status once complete, and download the Error Report if there are any errors. Once there are no errors, open each order individually and click Print Documents → Print Order Receipt and Print Acknowledgement Slip.
- Print 1 copy of the Receipt and 1 copy of the Acknowledgement Slip — on separate sheets, never both on the same page.
Only available once the order is Ready to Ship - wait 1-2minutes before printing the Acknowledgement Slip.
(Dropship CAG3PL Mode) How to set pickup information
Go to My Account → Shop Information → Logistics tab.
- Edit your Pickup Address, Pickup Email Address, or Pickup Address Phone as needed.
- Click Save.
Pickup Slot Start/End Time can't be edited here - to change your pickup timings, contact the Merchant Service Desk (via Okta SSO) and the Seller Centre Team will configure it on the backend.
Ninja Van 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
Export Orders
Go to Orders → All Orders.
- Use the filters to narrow down the orders you want to export — e.g. a specific date range, or Order Status: Open.
- Check the box next to each order to include, or click Select All Orders.
- Click Generate Export File.
- Click Download Last Generated Export File.