The Order Detail page provide the information for each individual order. You can also find order related function here, like refund/return, send email, download invoice, etc.

Order Details Section Categorization

Order Common Info Section

Provide the common fields of the order, like product name, user id, order id, payment transaction id...

Return / Refund Section

You can choose to do refund / return request for this order here.

! Not all the order can be returned / refunded.

Product Related Section

Product specified section to display product specified information, like bill info.

Log Related Section

Show the order changes log, like payment, fulfillment, you could use this to track user order changes.

Refund Section

Only shows when there is a refund order with this order.

Order Common Info Section

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Highlight

You may check the major status and amount related field here, you can redirect yourself to SPM portal through “Transaction ID”, Hub portal through “Hub Reference ID”, Shopee Admin portal through “User ID.

Return / Refund Section

Difference of Return / Refund

For refund, system will directly refund money to user without any notification or check with supplier.

For return, system will request hub / supplier for return, if supplier support, we will cancel the purchase in supplier side. But we can’t ensure the return request will be successful all the time. Do remember to follow up the request result.

A special case for TH, we support transfer function for some telco carrier, which will transfer the top up amount to another phone number, we will not do any refund here if the transfer is successful.

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Refund / Return Restriction

Only when order is in “OR5” (order fulfilled), the refund / return module will be displayed

Return is only supported to certain categories

OTA

E-Voucher

TBC

For categories that don’t support multiple refund (refund partially for times), you can only choose to refund / return one time

If there is refund / return request is in progress, no new refund / return can be triggered.

Product Detail Section

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You may see various product section here, contains various information like markup details, booking info, bill info and so on. It all depends on the category of this order.

#TODO

Show off all the category product section.

Order Log Related Section

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Order Action Log

All order status change log can be found here, so you may expect to see payment, fulfillment, refund case

Fulfillment Action Log

All fulfillment related order will be displayed here, you can check the fulfillment request / response parameters here

Unmask Log

Record all the operation to unmask the sensitive information, for audit use.

❓ FAQ

1. Why some fields like customer name was masked?

A: due to the regulation requirement from risk team, we are masking the fields to prevent PII (Personal Identified Data) leakage. You can unmask the field value with “ 👁️” icon, this will require special access

2. Why order stuck in pending refund?

It may due to the reason that we can’t get correct refund result from SPM. You may check with local payment ops team.

Function Description

Order Details Section Categorization

Order Common Info Section

Highlight

Return / Refund Section

Difference of Return / Refund

Refund / Return Restriction

Product Detail Section

Order Log Related Section

Order Action Log

Fulfillment Action Log

Unmask Log

❓ FAQ

1. Why some fields like customer name was masked?

2. Why order stuck in pending refund?

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