MALL Delivery and order statuses

Before you activate MALL Delivery, you need to familiarize yourself with how order statuses work.

If you are already one of our experienced partners, you have been used to fully managing the status of orders from payment to successful or, in some cases, unsuccessful delivery. With the MALL Delivery service active, you will now only be responsible for status changes until you hand over the package to the carrier, after which our system, which is directly linked to the carrier's shipment tracking, will take over.

Unsure of the standard order process and status? For more information on the standard process and order statuses...

Receiving and picking orders

A newly created order that has not yet been paid for by the customer will be placed in the status BLOCKED as before and it is still valid that this is only information for the reservation of stock for the customer. Once the order has been duly paid for (in the case of cash on delivery it happens automatically) the order status will be changed to OPENwhich is your cue to start picking up your order. So until then, the process on your side is unchanged.

The first change in the process occurs when the picking process starts in your warehouse and the order is switched to the status SHIPPING. In this state, you must apply for a carrier label directly in the MALL Partner Portal or via the API.
If you do not request a label for a given order, the system will not allow you to switch the order to the next status SHIPPED.

When using DEPO and DPD Pickup outlets, only one-piece orders can be sent. If you need to split your order into multiple packages, please contact the Operations team who will deal with the situation promptly.
At MALL Shop outlets and for delivery to an address, it is possible to send an order consisting of several packages.

Once the package is ready and labelled, you hand it over for transport, either by taking it to our branch or, if you have ordered a collection service, by handing it over to our courier. At this point you set the last status as a partner SHIPPED.

More information about label printing...

Final order statuses

After entering the status SHIPPED the system automatically starts tracking the carrier and according to the information obtained, the order status is changed.

Shipment status checks against carriers are carried out systematically at a minimum frequency of every 2 hours. If the system detects that the shipment has been delivered, the order status is switched to DELIVERED and the date of actual delivery of the shipment is automatically filled in, i.e. the parameter delivered_at. When delivering to the customer at the delivery point, the system automatically fills in the parameter called the first delivery attempt, or first_delivery_attempt. This parameter is filled in when the customer is first asked to pick up the parcel at the branch.

Sometimes, of course, it may happen that the customer does not pick up the goods at the branch or does not accept the parcel from the courier. In this case, we will return the parcel to you. Until you receive your goods back, the order remains in the status SHIPPED. Upon receipt of an unclaimed shipment (at our branch or returned by courier - in the case of a collection service), the system switches the shipment status to RETURNED.

Find out more about how I, as a partner, find out about undelivered shipments...

Order cancellation

We know that sometimes a situation may arise where an order cannot be shipped (wrong stock, damage to the last piece of goods, etc.). Even for orders with MALL Delivery, you have the option to cancel the order. The system will allow you to enter the status CANCELLED in case the order is in a state of OPEN or SHIPPING. In the state of SHIPPED it is possible to set only the status in case of non-shipment, damage or loss of the shipment RETURNED.

MALL Group puts its customers first and therefore wants to do everything possible to ensure their satisfaction. Therefore, as our Partner, we make sure that order cancellations are kept to a minimum. An increased number of cancelled orders can negatively affect your Partner rating. For more information on Cancel rate, please see here.

New order status LOST

The last situation that affects order statuses is the damage or loss of a shipment during delivery. For such a case, a new status has been created LOST.

This status is set exclusively by our staff at the moment when you are granted a claim for damage or loss of the parcel during shipment. An order that is in a pending claim process remains in the status SHIPPED until the claim is closed. Orders in status LOST are not included in the invoicing.

In case you have any further questions, you can contact us via Help Centre. If you have a problem with a particular order, you can report it via the scenario Problem order.