Help centre
Handle orders from your website
A customer orders on your website and pays you by transfer. You check the money, confirm, and Nfelia makes the invoice and receipt, takes the items off your stock and tells the customer.
When a customer orders on your Nfelia website, the order lands in Orders as New, with their transfer screenshot if they sent one, and your phone gets an alert. Check that the money is in your account, then tap Confirm order. After that, tap Mark ready or Send it out, then Mark collected or Mark delivered. The customer follows each step on their own tracking link.
How a customer orders
This is what your customer sees, so you can guide them if they ask:
They fill the bag
They tap an item, choose any options like length or colour, and tap Add to bag. The bar at the bottom shows the total and View bag. The Market look says "order" instead of "bag".
Step 1 of 3: your details
They tap Check out and type their name, Phone or WhatsApp, and an email if they like.
Step 2 of 3: getting it to you
They choose I'll pick it up or Deliver it to me, with their address, and can leave a note for you.
Step 3 of 3: payment
They see your payment accounts and the amount to pay, pay by transfer, and can add a screenshot of the transfer. Then they tap Place my order, or Send my order on WhatsApp instead.
Order placed
They see their order number and Follow your order, their private tracking link. If they gave an email, they also get a copy of the order there.
The money goes straight into your account. Nfelia takes no commission. Nfelia always uses the prices in your Catalogue, so nobody can change a price on their side.
How you hear about it
- On your phone: an alert like New order, with who ordered, how many items, and pickup or delivery. Turn alerts on as shown in install the app.
- By email, unless you switched it off in More › Notifications.
- In the bell at the top of the app, always.
- On Home, under Needs you: 1 shop order is waiting. Check the payment, then confirm.
Everyone on your team hears about new orders. Staff don't see the amounts.
Check the payment and confirm
Open the order
Tap the alert, or open Orders and tap To confirm. A new order has the tag New.
Check the items
Open Items. If you have fewer in stock than they ordered, the line says so, like Only 1 in stock.
Check the money in your bank or MoMo app
Nfelia can't see your account, and a screenshot is not money. Open your own bank or mobile money app and look for the payment before you confirm.
Tap Confirm order
The screenshot is at the top. Leave … is in my account on if the money arrived: it saves the payment and makes the receipt. Under When will they get it?, pick Today, Tomorrow, Pick a day or Not sure.
Tap Confirm order again
You see Order confirmed and its invoice made. The items come off your stock, the customer is told by email if they gave one, and the order moves to Confirmed.
Not paid yet, or paid only a part? Turn the switch off, and set Balance due by. The balance goes into Debts under the customer's name, with a reminder on that day. Record the money later with Record payment: see receipts and payments.
Send it out, or have it ready
The big button at the top of the order always shows the next step:
| The order is | Pickup: tap | Delivery: tap |
|---|---|---|
| New | Confirm order | Confirm order |
| Confirmed | Mark ready | Send it out |
| Ready for pickup, or On its way | Mark collected | Mark delivered |
| Collected, or Delivered, with a balance | Record payment | Record payment |
A delivery order gets its own delivery note. Under Delivery on the order, tap Copy sign-off link and send it to your rider: the customer signs on the phone when the goods arrive, and the order becomes Delivered by itself. See deliveries.
Keep the customer told
Every website order has a tracking link. It shows the customer each step: Order received, Checking your payment, Being prepared, then On its way and Delivered, or Ready for pickup and Collected. If they gave an email, Nfelia emails them at each step too.
To message them yourself, tap WhatsApp on the order. Ready-made messages fit where the order stands: Order received, Order confirmed, On its way or Ready for pickup, Balance reminder, Send the invoice, Send the receipt and Say thank you. Each one carries the right link. WhatsApp opens with the words ready; you tap send.
Once an order is delivered or collected, the customer is invited to review it. Reviews show on your website under Customer reviews. You can't write or change them, which is why customers trust them.
Turn down or cancel an order
Before you confirm: tap Turn down, add why if you like (for example, sold out until next week), and tap Turn down again. Nothing comes off your stock. The customer gets an email with your reason if they gave one; tell them on WhatsApp too.
After you confirm: before the order is delivered or collected, open More on the order and tap Cancel order. The owner and admins can do this. The items go back on your shelf. If the customer paid, you choose to give the money back or keep it for their next order.
Orders sent on WhatsApp
If a customer taps Send my order on WhatsApp instead, the order is saved in Nfelia as Shop, by WhatsApp. They then tap Open WhatsApp to send it, and WhatsApp opens with the order written out, for them to send to you. Agree the payment in the chat, then confirm the order the same way.
If you have no payment account, checkout tells customers you will contact them about payment. Add one in Settings › Business › Payment accounts so they can pay as they order.
Common problems
No screenshot came with the order
The switch says No screenshot came with this order. Check your bank or MoMo app. Turn it on once you see the money, or leave it off and record the payment when it arrives.
The screenshot says paid, but the money is not in my account
Don't confirm it as paid. Call or WhatsApp the customer from the order. A screenshot can be wrong or fake; only your own account tells you the money arrived.
I can't change the items on a new order
When the customer already paid for the order as it is, confirm it with their payment first, then tap Change items. If the new total is less, you choose to give the difference back or keep it for next time.
A customer says they can't order any more today
One phone number can place up to 10 orders a day with your shop. Ask them to try tomorrow, or take the order yourself with New order.
My phone does not buzz for new orders
Open More › Notifications and check This phone. On iPhone, add Nfelia to your Home Screen first. See install the app.
The customer ordered something I don't have
Turn the order down with a reason, or call them and offer something else. Turn on the sold-out switch in Shop Studio so items with no stock can't be ordered.
Still stuck? Message us on WhatsApp with the order number.