How to process an order

Orders and administration

After the successful launch of your products online, you can only wait for your first order to appear in the MALL Partner portal. You can find out how to process an order from start to finish, how to set up the portal correctly, and what to be cautious about in the article below.

For proper processing, it is necessary to pay attention to the settings of the partner portal, especially the settings notifications which allows you to receive notifications of new orders. This includes checking your email settings so that our emails do not go to spam or junk mail. These notifications come from your email address

Orders can be processed manually in the MALL Partner portal in the Orders section or via an API connection.

It is necessary to change order statuses correctly and in a timely manner. Each status is associated with a specific action connected to order processing.
More information about order statuses and what they mean can be found in an article here.


Order processing via APII

All available order data can be found in our API documentation here.
The documentation includes a listing of all orders, a listing of basic data on all orders, lists of orders by different statuses, order detail, order update, order generation labels for MALL Delivery and more.
As part of security (prevention of sending unprepared orders by the partner), orders in the "blocked" state are intentionally removed from certain statements and must therefore be called separately.

Changes in orders can also be monitored using the webhook tool.

Another useful step is to set up a filter to display the table in the Orders section directly in the overview of all orders, which you will find in the MALL Partner portal. Here you filter the data which will help you process the received order correctly. See the article for more information here.

When changing the order status from OPEN to SHIPPING, you need to confirm the order Confirmed = True. See API documentation.

For API connections, it is also important to enter the Delivered_at delivery date required for subsequent mutual billing once the shipment has been delivered to the customer and the order status has changed to DELIVERED.

Manual processing of orders in the MALL Partner portal

After receiving the notification email about the new order, the processing of the order for timely sending to the customer begins.

We recommend checking the Orders section of the partner portal on a daily basis, in case the email notification about a new order was not received.

Information for switching individual statuses

You always start working with an order that has a status OPEN.

When an order has the status OPEN you can use the button Export for order picking and Export selected to CSV. The buttons will appear after marking specific orders.
The Export for order picking contains a list of orders that are waiting to be processed. The products need to be located in the warehouse and packed. Each order has a picture of the product and the option to confirm packing for transport.

Exports selected for CSV can also be used, for example, for your control during inventories.

When checking the availability in the warehouse and proper packaging of the product, set the status SHIPPING.

We recommend adding a delivery note to the shipment, which you can simply print out directly in the partner portal for a specific order under the icon „document“ or in the order detail under the option Delivery note.

If a situation arises on your side where you need to cancel the order, it is possible to CANCELLED set only in the OPEN or SHIPPING state.

When switching the status from SHIPPING to SHIPPED it is necessary to enter the tracking data (tracking number and tracking URL), which you receive from the your delivery carrier after printing the label and handing over the consignment to the carrier.
How to set tracking data in the order can be found in the article here.

If you are using MALL Delivery, service, you will find the label for the shipment directly in the order detail.
See the article for instructions on how to print a label: Labels of carriers at the MALL Delivery service.
After printing and handing over the shipment to the carrier, you set the final status SHIPPED and the system automatically completes the tracking data to the order.
See the article for more information about MALL Delivery and order statuses.

Based on the shipment status information from the carrier, you set the status DELIVERED when the order had been successfully delivered including the date of delivery to the customer (delivered_at) or RETURNED in case the shipment returned back to you. When the DELIVERED status is entered, an invoice is automatically sent from MALL to the customer.

The DELIVERED and RETURNED states are final states that cannot be changed retroactively.

It is possible to set order statuses in bulk by pressing the Import statuses button in the partner portal. An automatic window will open offering you the CSV or XML formats for transfering the information about orders.

Example of CSV structure:

order_id; status; delivered_at; tracking_number; tracking_url; first_delivery_attempt
56465454; delivered; 2018-02-27; as123;; 2018-01-27
56465454; shipping; ; ;
9254907201; shipping
9254907201; shipped
9255205401; shipped
9254907201; returned
9255236601; delivered; 2018-02-27
9255243601; cancelled

Example of XML structure:


Order processing via MALL XML Feed and Heureka XML Feed connection

For partners connected via MALL XML Feed or Heureka XML Feed, we provide a so-called order feed, in which all information about all open orders with the OPEN status.
After changing the order status from OPEN to SHIPPING or CANCELED, the order will be excluded from the order feed during the next update.

You can find the order feed in the MALL Partner portal in the section Feeds (for MALL XML Feed connection) or in the section Heureka Feed (for connecting Heureka XML Feed).

Through the MALL XML Feed and the Heureka XML Feed connection, you can process orders either by using the API, manually or by importing statuses, as described in the article above.

If you use a different form of connection other than MALL XML feed and Heureka XML feed, you can create a link to the order feed by adding client_id which can be found in the Partner section for the following URL:

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General information:

By setting the status DELIVERED with the added delivery date (delivered_at), the order becomes part of the invoice for a certain period (according to your frequency setting) and part of the offset between you and MALL.
We would like to remind you that without the completed delivery date, the order will not be included in the billing. Billing is done manually or through the MALL Self-Billing service (automatic billing).

Remains to be paid
To work with orders, please use the information in the "Remaining to be paid" box, which determines whether the order is COD or not.
Once the order is switched to OPEN, this information is no longer changed. In "Remains to be paid", the complete amount of the cash on delivery is always calculated, including the transport fee.

You can find more about the settings of the Orders section in the article here.

Disabling the cash on delivery option

The basic payment methods offered to the customer include the cash on delivery option. If you are not comfortable with this option and would like to offer your products only with online payment or bank transfer, you can disable the cash on delivery payment.
Please note that the removal of the cash on delivery option may result in a reduction in the number of orders. There are still a large number of customers who prefer to pay for their order after receiving them.
In this case, write an email to Operations team with the store ID and the reason why the cash on delivery should be disabled.


One of the information in the order is also „Total discount“. Any discount coupon used by the customer is entered here. If you are sending the cash on delivery order, the total amount is reduced by this amount.
All discounts used by customers that you see here are reimbursed to you as part of invoicing in the same way as if the customer had paid the amount to the MALL account.

Wrong status

If you happen to enter an incorrect order status, you need to correct it. Instructions can be found in the article Incorrect order status.

Missing statuses

In the section Orders there is also a Missing statuses which lists orders that have not had a change of status for more than 7 days.
If orders are not processed in time, the portal will notify you with a red triangle icon directly next to the Missing statuses tab. It is necessary to process such an order or inform the Operations team if it is not possible to send the order (breaking the last available piece, waiting for restocking etc.).

Our common goal is to have a satisfied customer who buys at MALL/Mimovrste regularly. Therefore, it is important that the customer receives what they ordered in time.
With this objective in mind, we evaluate the order flow process and the level of services provided (hereinafter referred to as the "SLA"). As part of the SLA, the number of cancelled order – Cancel rate is checked and we try to minimize it.

Extraordinary situations may also occur during processing

Closing of the dispensing point
If the dispensing point closes and you have an order for the branch, follow the instructions here.

Bad zip code, incomplete address
If a red message box pops up when processing an order in the partner portal with a Invalid ZIP code message, the post code was wrongly set by the customer. To fix it, send an email to the Operations team including the order number and a print screen of the error message.

In case you have any further questions, you can contact us via Help Centre.

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