Keeping your Flowwow order statuses current isn’t just a routine task — it’s a key part of delivering a smooth customer experience. Every update helps reassure your customer that their order is being handled with care, building confidence and encouraging long-term loyalty. In this article, we’ll explore the value of timely status changes and how they benefit both you and your customers.
Where to find your order information
All information regarding your active, upcoming, and recently completed orders can be found in the Orders section. You can use filters to find a specific order or switch between them. Available filters include:
- Delivery date: All, Today, Tomorrow
- Order status: All, New, Accepted, Assembled, Handed over to the courier, Order completed
Completed orders are moved to the archive. You can find details about them in the web version of your personal account in Orders → Archive or by contacting our support team.
In case of order cancellation, you will receive a notification, and the order status will change to ‘Order cancelled by customer’. Such orders can be deleted from the list of all orders.
How to change the status of your order
As mentioned earlier, your order can have different statuses: New order, Accepted, Assembled, Handed over to the courier, and Order completed. Let’s go through some examples of how to change your order status.
Status: New Order
- Select an order to view its details: composition, photos, amount paid, processing fee, etc.
- All new orders are available to employees assigned as Director and Manager. Shop assistants will only see orders they have been assigned
- You will receive new order notifications via email and push notifications in the app
This status is shown when an order is placed but has not yet been accepted by the seller. To change this, go to the Orders section, then New, select the desired order, and click Accept.
Why is it important to change the status?
Orders should be accepted within 90 minutes. However, customers often expect confirmation much sooner: if they don’t see that the seller has started working within the first 10-15 minutes, many of them may cancel the order. If you haven’t changed the status within this timeframe, you will be reminded by an automated system — a robot will call the number specified in your account, or a Flowwow support chat agent will contact you.
Imagine a customer has ordered a bouquet for their friend’s birthday, and it needs to be delivered within two hours. 30 minutes pass, and the order still hasn’t been accepted. The customer starts to worry, decides not to risk, and cancels the order. They find another seller, which results in you losing the sale and potentially damaging your reputation.
It’s especially important to accept orders quickly and change the status in cases of gifts or urgent deliveries. Moreover, if an order isn’t accepted on time, it will be automatically cancelled. Repeated automatic cancellations can result in penalties for the seller.
Status: Accepted
This status indicates that the shop has received the order and started processing it. Here, you can assign the order to a different employee using the ‘Assign an employee’ button, and you can also select a courier.
The status will automatically change to Assembled once you send the customer a live photo of the item. Here’s how you do it:
- In the Accepted status, a window will pop up for you to upload a photo
- Add the photo of the order
- After that, the status will automatically update to Assembled
- Once a photo has been uploaded, the customer will receive a status change notification asking them to rate the photo
- Upload the order photo no later than 15-20 minutes before moving on to delivery. Customers should have enough time to rate the photo and provide feedback on whether they are satisfied with the item
Important note! Allow 10-15 minutes for the customer to rate the photo. If the customer has not rated the photo, please go to the order chat and ask them whether they are satisfied. However, keep in mind that there is no need to delay the delivery.
If the customer has rated the photo negatively, please go to the order chat and ask them what exactly they didn’t like about the item to be delivered – then make changes to the order.
Why is it important to change the status?
Flowwow offers a unique feature — a photo of the order before delivery. For customers, this is an important quality guarantee: they can make sure that the gift meets their expectations. A delay in updating this status causes customers to doubt that the order will be completed to a high standard or delivered on time.
Imagine: a customer orders a surprise cake for a colleague and is expecting a photo before delivery. Time goes by, but the photo doesn’t get uploaded, and the client starts to worry whether the cake will actually look as they want it to. Without receiving confirmation, they decide to cancel the order, thinking that something has gone wrong.
Status: Assembled
This status means that the order is ready for delivery. Please note that the Assembled status is only applicable to the following categories of goods: Live plants, Tea & coffee shops, Confectionery & bakery, and Flowers.
Why is it important to change the status?
When a customer places an order, they are given an estimated completion time. If the shop promises to prepare the item within two hours, but the status remains Accepted for longer, the customer may start to worry that their order is delayed. A lack of updates can lead to the customer cancelling their order.
For example, a customer orders a flower arrangement with a specific delivery time. Two hours have passed, but the order status has not changed from Accepted to Assembled. The customer panics and calls support to cancel the order, even though the bouquet is ready. This situation could have been rectified by updating the status to Assembled right away.
Status: Handed over to the courier
This status confirms that the order has been picked up by the courier and is now on its way to the recipient.
Why is it important to change the status?
Once an order is with the courier, customers are particularly cautious about delivery times. If the status isn’t updated, they may start to worry that their order is delayed, lost, or that the courier may be going to the wrong address. This is especially important for urgent or time-sensitive orders.
Imagine a mother ordering a cake and pastries for her child’s birthday with a specific delivery time slot. The courier is on their way, but the status hasn’t been updated, and the customer doesn’t know if the order is ready or there’s a delay. This can cause a lot of anxiety and lead to calling customer support to cancel the order or request more information. It can be avoided by simply updating the status in a timely manner.
Status: Order completed
This status confirms that the order has been successfully delivered.
Why is it important to change the status?
If you don’t update the status to Order completed, you won’t receive payment for that order. Please note, if a delivery is more than 15 minutes late, the shop might lose its ranking in the search results and get lower customer reviews.
Furthermore, it’s crucial to update the status for the sake of customers who are ordering for other recipients. If a delivery has been made but the status isn’t updated, the customer may assume the order hasn’t arrived, especially if they can’t immediately contact the recipient. This can cause unnecessary stress, calls to support, and, in the worst case, order cancellations and disputes. On the other hand, if an order hasn’t been delivered but the status shows as Order completed, this can also lead to dissatisfaction.
For example, a man orders a birthday gift for his girlfriend. He receives a notification that the order is complete, but his girlfriend says she hasn’t received anything. The customer panics, contacts the shop and demands a refund. The support team is required to intervene, and if the shop does not respond or provide an update on the order status, support will cancel the order, even if the courier is only slightly delayed.
Conclusion
Updating order statuses promptly is a crucial part of a seller’s role, directly impacting customer satisfaction and the reputation of both the platform and individual sellers. Failing to update order statuses after a purchase can lead to customer frustration, anxiety, or even cancellations. Moreover, non-compliance with these guidelines can result in penalties and a decline in shop ratings.
To avoid these issues, shops and their staff should pay close attention to order statuses and update them in a timely manner. This not only builds trust with customers but also ensures more stable sales and a better shop reputation.
Remember to keep an eye on new orders and assess your shop’s workload realistically. If you find you're struggling to keep up with the volume of orders, use the ‘Hide shop’ feature to temporarily pause new orders. To do this, turn on the toggle in the top right corner of the Orders section. To reopen your shop, simply turn the toggle off.
Important note!
- Do not switch the toggle multiple times; one click is enough to hide your shop
- Hiding your shop will not affect previously accepted orders; they must be fulfilled
- If some of your items are out of stock, there’s no need to hide your shop. You can hide out-of-stock items individually in your catalogue in a similar way
Another way to manage your workload without hiding your shop is to use delivery slots and increase delivery fees during busy periods. To activate delivery slots:
- Go to your profile page, then to Delivery settings → Delivery time slots
- Turn on the toggle in the top right corner
Now, set a comfortable number of orders for each slot, for example, three. When the fourth customer tries to place an order for that slot, they will be offered the option to pay a slightly higher delivery fee or choose a different time.
You can adjust each slot individually. The minimum number of deliveries per slot is 3. Our platform offers several standard numbers: 3, 5, or 8 deliveries. You can choose one of these or enter any number manually. For example, you could set a limit of 3 orders for the 11:00-12:00 slot and 7 for the 13:00-14:00 slot.
Need help or have any questions? Reach out to our support chat – we’re happy to assist!
