Orders & Fulfillment

Open and process an order

1. Open Orders, find the reference, and open its details. Check payment status before fulfillment.
2. Verify items, quantities and the appropriate delivery model. A pending payment is not paid; a paid order is not automatically shipped.
3. For Business physical goods, record supported shipment/tracking information only after actual dispatch. Do not invent a shipment to accelerate payout eligibility.
4. Review payment/refund status separately from fulfillment. For registered merchants, use the Business refund flow below. Individual sellers use the separate Individual refund request.

If an order is missing, check store, environment and payment confirmation before asking the buyer to pay again. Individual digital sales do not inherit physical-shipment holds.

A paid order is not automatically a completed order. Kordiva tracks payment status separately from fulfillment status.

Business refunds

For registered legal entities and sole traders, the merchant remains responsible for customer refunds and uses the supported Business order controls. This is different from Individual MoR, where the seller submits a request and Kordiva controls approval and execution.

For an eligible paid Business order, an authorized merchant operator can initiate the supported full refund from Orders. Kordiva then performs the provider-side refund and any required transfer recovery before recording the order as refunded. Availability can be blocked by an existing refund, dispute risk, the supported refund window, insufficient connected balance, reserve requirements, or missing payment/transfer evidence.

Do not mark an order as refunded manually and do not issue a second provider refund outside the Kordiva flow. The current Business order action is a full-refund control; it is not a generic arbitrary partial-refund API. Customer bank-credit timing is separate from the refund status shown in Kordiva. For applicable MK Business orders already submitted through UJP, follow the required storno workflow as well.

Seller model	Who controls the customer refund?
Business legal entity / sole trader	The merchant initiates an eligible Business refund through Kordiva; payment, risk, balance and recovery guards still apply.
Individual MoR	The seller cannot refund directly; Kordiva reviews and executes approved refund requests as Merchant of Record.

Order statuses

Status	Meaning
PENDING	The order exists and is waiting for processing.
PROCESSING	The order is being prepared.
SHIPPED	The physical product has actually been dispatched.
DELIVERED	Delivery or fulfillment is complete.
CANCELLED	The order is canceled.
REFUNDED	The order is recorded as refunded; check the provider refund status separately for completion and bank timing.

Kordiva does not use a separate production status named “Closed”.

Physical product

1. Review the order — Products, quantities, address, and customer contact.
2. Prepare shipment — Do not mark SHIPPED before the parcel is actually handed over for delivery.
3. Add tracking — Record the tracking number when available.
4. Confirm fulfillment — Mark DELIVERED when delivery is actually confirmed.

Digital product

No physical shipping is required. Fulfillment follows the digital product and successful payment rather than shipment status.

Deposit

A deposit is an advance payment. Do not present it as a fully fulfilled physical order when another obligation still remains between merchant and customer.

Why accurate statuses matter

Statuses affect:

• customer communication;
• evidence in a dispute;
• accurate fulfillment records;
• payout eligibility for physical goods.

Keep evidence

For physical orders, keep tracking, delivery confirmation, and relevant customer communication.

Next: To understand when funds become eligible for a bank payout, open Transactions & Payouts.