📢This article explains "Managing E-commerce Orders (Version 2)," which is gradually being released to all customers. You can check the installed version on your platform through the orders list. If you have the first version, click here to access its related articles.
Once you have successfully installed and linked your e-commerce store (Salla, Zid) with the Rewaa platform, you can start receiving and managing orders. Rewaa has dedicated an E-commerce Orders section to receive all e-commerce orders, allowing you to view and manage each order's details in a clear and straightforward manner.
Orders List
To access the orders list, go to:
Sales & Customers > E-commerce Orders
All orders placed after the integration between the platforms will be displayed.
⚠️ Rewaa does not support different currencies. All orders will be in Saudi Riyals (SAR). For example, if you receive an order on your e-commerce platform valued at 6 Kuwaiti Dinars (KWD), it will appear in Rewaa as 6 SAR without conversion to the actual value of KWD.
Order Details
From the orders list, you can view the following details:
Order ID: A sequential number automatically generated to organize orders in Rewaa.
Order Number: The order number from the e-commerce platform, which you can use to search for the order on either the e-commerce platform or Rewaa.
Order Status: The stage of the order (Pending, Processing, Ready for Shipment, Shipped, Delivered, Canceled, Returned, Partially Returned).
Invoice Status: The invoice stage (Ready to Issue, Issued, Not Available - Order Canceled).
Pending Products: Products with errors.
Customer Name: Synchronized automatically from the e-commerce platform to the customer list in Rewaa.
Total Due: The order amount in SAR.
Payment Method: The payment method used to complete the order.
⚠️ Payment methods in Rewaa are classified as Cash or Credit Card only. The platform does not support categorization for other payment methods such as Tabby, Tamara.
⚠️ When an invoice is issued for orders paid using Tabby or Tamara, Rewaa will consider the order fully paid, as it cannot track installment payments.
Issue Date and Time: When the order was created on the e-commerce platform.
Location: The branch linked to the e-commerce platform.
Channel: The e-commerce platform from which orders are received (Salla, Zid). All orders from different stores appear in the same list.
Last Update: The last update made to the order from Rewaa or the e-commerce platform.
ℹ️ You can customize the visible columns by clicking on the table icon on the right side of the screen and selecting the columns you want.
Searching for an Order
You can search for a specific order using the search field or the filtering option.
1. Using the Search Field:
Enter the order id, order number, or customer name.
Orders matching the entered data will be displayed.
2. Using the Filtering Option:
Click on Filter.
Select the data you want to display (Order Status, Invoice Status, Pending Products, Total Due, Payment Method, Issue Date and Time, Location, Channel, Last Update).
Click Apply.
Orders matching the selected criteria will be displayed.
Order Status
When an order arrives in Rewaa, its initial status is Pending, meaning it is ready to be processed and continues through the workflow until the invoice is issued.
ℹ️ The product quantity is deducted immediately from the inventory in Rewaa when the order is received unless the product is marked as pending due to an error. Once the error is resolved, the quantity updates correctly in Rewaa.
ℹ️ Sales are reflected in reports and dashboards only after the invoice is issued, not when the order is received.
To Change Order Status:
Click on the three dots next to the order on the right side of the screen.
Click Change to Processing.
Confirm by clicking Change Orders Status.
The status will update immediately.
Repeat these steps for each order stage (Pending > Processing > Ready For Pickup > Shipped > Delivered).
Invoice Status
When the order status changes, the invoice status becomes Ready to Issueing.
Once the order reaches the stage you set in the E-commerce Orders Settings, the invoice is automatically issued, and its status changes to Issued.
Pending Products
Pending products are items whose quantities were not deducted from Rewaa’s inventory due to an error preventing proper deduction.
When orders arrive in Rewaa, the system automatically reviews the products to detect any errors that might cause them to be marked as pending.
These errors do not prevent invoice issuance, but they affect product quantity updates until resolved.
The system checks the following:
Product Status: Is the product linked or not? Is it available in Rewaa or missing?
Is there enough stock in Rewaa? (This does not apply if Sell when quantity > available.)
Is the selling price lower than the cost price, and has permission to sell below cost been enabled?
Is the product type supported for linking or not?
ℹ️ Supported Products: Simple, Variable Item, Weighed Item, Service.
ℹ️ Unsupported Products: Digital Product, Batch-tracked Product, Serial-tracked Product, Pack Product, Composite Product.
ℹ️ If there is an error in one of the products, only that product is marked as pending, not the entire order.
For example: If an order contains Blue Pen, Pencil, and Sketchbook, but the Pencil has insufficient stock, only that product is marked as pending. The other items proceed normally.
To View Pending Products:
A banner will appear at the top of the screen showing pending products.
Click View Products to see details.
All errors are categorized at the top of the screen.
Select an error type to display the affected products, or choose All Products.
Resolving Errors
There are four types of errors that cause products to be marked as pending:
Errors That Can Be Resolved:
Insufficient Quantity
Not Linked Product
Sell Price < Cost
Errors That Cannot Be Resolved:
Not Supported
Each error type has a detailed resolution process, ensuring proper synchronization of inventory and product information across platforms.
1- Insufficient Stock
Cause:
The stock was updated on the e-commerce platform without being updated in Rewaa, resulting in a mismatch between the two platforms. A quantity larger than what is available in Rewaa was requested, causing a stock error for the product.
ℹ️ When the product’s stock is increased in Rewaa (e.g., through purchase return invoices, new purchase invoices, stock count, or stock transfer), the error will be resolved automatically once the stock becomes available in Rewaa.
Solution:
You need to balance and match the stock between both platforms by selecting the correct quantity (Quantity in Rewaa, Quantity in the e-commerce platform, or Other Quantity).
Click Update Quantity.
Select the correct stock source:
1- Quantity in Rewaa:
The product quantity on the e-commerce platform will be updated based on the stock available in Rewaa.
ℹ️ This step requires adding stock to Rewaa through purchase invoices.
Select Quantity in Rewaa.
Click Update Quantity.
Click Confirm.
⚠️ By clicking Confirm, you acknowledge that the next step is to add the stock in Rewaa through purchase invoices so that the stock is updated on the e-commerce platform.
To add stock in Rewaa, click Purchase Invoices.
You will be redirected to the purchase invoice creation page. Complete the invoice with all required details and click Complete. The stock will be updated immediately in Rewaa, and all related product errors will be resolved automatically.
2- Quantity in the E-commerce Platform:
The product quantity in Rewaa will be updated based on the stock available on the e-commerce platform by performing a stocktaking process.
Select Quantity in E-commerce Platform.
Click Update Quantity.
ℹ️ The displayed stock includes available stock in the store plus pending quantities from all orders.
ℹ️ Alternatively, you can click Enter Purchase Invoices and add the invoice if it has not been added previously, instead of performing a stocktaking process.
When you select Update Quantity, a confirmation window will appear to proceed with stocktaking and sync the stock in Rewaa based on the e-commerce platform quantity.
Click Confirm. The stock will be updated immediately in Rewaa, and all related product errors will be resolved automatically.
⚠️ By clicking Confirm, the system will perform stocktaking automatically, which may impact your net income. This action cannot be undone.
3- Other Quantity:
You can manually enter the correct stock quantity. The system will create a stocktaking record and update the stock on both platforms.
Select Other Quantity.
Enter the correct quantity in the quantity field, making sure to include any pending quantities related to errors so the issue can be resolved. If the entered quantity is less than the requested amount, the product will remain pending.
Click Update Quantity.
A confirmation window will appear to proceed with stocktaking in Rewaa, and the stock will be synced with the e-commerce platform to resolve the error.
Click Confirm. The stock will be updated immediately in both Rewaa and the e-commerce platform, and all related product errors will be resolved automatically.
⚠️ By clicking Confirm, the system will perform stocktaking automatically, which may impact your net income. This action cannot be undone.
ℹ️ When the option Allow Sales When Quantity > Available is enabled, the system will only resolve errors for new orders.
2- Not Linked Product
Cause:
The product was added to Salla, then manually added to Rewaa without linking them and syncing the stock.
Solution:
You need to balance the stock and link the product by selecting the platform with the correct stock (Quantity in Rewaa, Quantity in the e-commerce platform, or Other Quantity).
Click Link Product.
Select the correct stock source:
1- Quantity in Rewaa:
The stock will be updated on the e-commerce platform, and the products will be linked.
Click Update Quantity in Salla.
ℹ️ The stock available in Rewaa must be enough to cover the pending product quantity. If the stock is insufficient, the error will change from “Product Not Linked” to “Insufficient Stock.”
A confirmation window will appear. Click Confirm.
⚠️ By clicking Confirm, the product stock will be updated on the e-commerce platform. This action cannot be undone.
2- Quantity in the E-commerce Platform:
The stock will be updated in Rewaa based on the quantity available in the e-commerce platform by performing a stocktaking process.
Select Quantity in E-commerce Platform.
Click Update Quantity in Rewaa.
ℹ️ The quantity displayed in the e-commerce platform field includes available stock plus pending quantities from other orders.
ℹ️ Alternatively, you can click Enter Purchase Invoices to add the invoice instead of performing a stocktaking process.
When you select Update Quantity in Rewaa, a confirmation window will appear. Click Confirm. The stock will be updated immediately in Rewaa’s inventory, the products will be linked, and all related errors will be resolved automatically.
⚠️ By clicking Confirm, the system will perform stocktaking and sync the stock between both platforms. Please note that stocktaking impacts your net income, and this action cannot be undone.
ℹ️ The stock available in Rewaa must be enough to cover the pending product quantity. If the stock is insufficient, the error will change from “Product Not Linked” to “Insufficient Stock.”
3- Other Quantity:
You can manually enter the correct stock quantity. The system will create a stocktaking record and update the stock on both platforms.
Select Other Quantity.
Enter the correct stock value, making sure to include any pending quantities so the error can be resolved.
Click Update Quantity in Rewaa.
ℹ️ The entered stock must be enough to cover the pending product quantity. If the stock is insufficient, the error will change from “Product Not Linked” to “Insufficient Stock.”
A confirmation window will appear to proceed with stocktaking in Rewaa. Click Confirm. The stock will be updated immediately in both Rewaa and the e-commerce platform, and all related product errors will be resolved automatically.
⚠️ By clicking Confirm, the system will perform stocktaking automatically. Please note that stocktaking impacts your net income, and this action cannot be undone.
3- Sell when price < cost
Cause:
The product price in the incoming order from the e-commerce platform is lower than the product’s cost price in Rewaa.
⚠️ If an order is placed in a currency with a higher value than the Saudi Riyal, such as Kuwaiti Dinar, the system will display this error, as Rewaa only supports Saudi Riyals.
Solution:
You can either ignore the warning or adjust the price. Click View Details.
ℹ️ If you enable the option Allow Sales When Price < Cost in the E-commerce Orders settings, the system will resolve all related errors for this product, whether the order is already in the system or new.
1- Ignore the Warning:
Click Accept Order Price. The system will resolve all related errors for this product.
ℹ️ The system will display the average price difference between the selling price and the cost price.
2- Adjust the order price on the e-commerce platform:
This must be done before the invoice is issued in Rewaa.
Click the (🖊) icon.
You will be redirected to Salla. Click Modify the request.
Update the price on Salla, and the error will be automatically resolved in Rewaa.
Go back to Rewaa and refresh the page by clicking the arrow at the top of the screen or by pressing Ctrl+R on your keyboard if using Windows, to ensure the error has been resolved.
ℹ️ If the invoice has already been issued in Rewaa, any price change made on Salla will not reflect.
4- Not Supported
Cause:
An order has been received from the e-commerce platform containing a product type that is not supported for integration with Rewaa.
ℹ️ This type of error cannot be resolved.
Unsupported Product Types:
Composite Product
Digital Product
Serial-tracked Product
Batch-tracked Product
Pask Product
⚠️ The integration of Composite Products with Salla is temporarily disabled and will be reactivated soon.
⚠️ The integration of Pack Products with Salla and Zid is temporarily disabled and will be reactivated soon.
Missing Product
A missing product is one that has been added to the e-commerce platform but not yet added to Rewaa.
When an order containing a missing product is received, the system will automatically create the product in Rewaa based on the product details from the e-commerce platform.
If the product does not have a SKU, the system will create the product and generate a SKU in Rewaa, then sync it automatically with the e-commerce platform.
When a multi-variant product is received, the system will create the product along with all its variants in Rewaa.
Updating Order Status
When the order status is changed in Rewaa or the e-commerce platform, it updates immediately on the other platform.
If an order is canceled in Rewaa or the e-commerce platform, the status is canceled and cannot be modified.
If an order status is changed backward on the e-commerce platform (e.g., from Shipped back to Processing), this change will not reflect in Rewaa.
When the status is updated after the invoice is issued from Rewaa, it will reflect immediately on Rewaa. Issuing the invoice does not affect the order status.
Canceling an Order
You can cancel an order from either Rewaa or the e-commerce platform.
1. From Rewaa (Before Invoice Issuance)
Click (...) > Cancel Order.
The order is canceled immediately, and the stock is restored in Rewaa, reflecting automatically in the e-commerce platform.
⚠️ It is important to note that invoices are issued automatically based on the stage you selected in the E-commerce Orders settings. This feature ensures that all your sales on the e-commerce platform are reflected in Rewaa’s reports and sales records.
⚠️ When an order is canceled, its status becomes “Canceled,” and the invoice status becomes “Not Available - Order Canceled.” The status cannot be changed after that.
2. From the E-commerce Platform:
If the order is canceled or deleted before the invoice is issued from Rewaa, the order will be canceled immediately, and the stock will be restored in Rewaa, reflecting automatically on the e-commerce platform.
If the order is canceled or deleted after the invoice is issued from Rewaa, the order status will change to “Returned,” and a return invoice will be issued automatically. The stock will also be restored in Rewaa and will reflect automatically on the e-commerce platform.
ℹ️ You can view the return invoice by clicking on the order code and selecting Return Invoice, or by going to Sales Invoices.
Issuing an Invoice
Rewaa automatically issues invoices when an order reaches the Ready for Shipment stage, ensuring all your e-commerce sales are reflected in Rewaa’s reports, sales, and collected amounts. You can also issue invoices manually if needed. For more details about e-commerce invoices and related rules, click here.
Returning an Invoice and Order
You can return an order through either Rewaa or the e-commerce platform:
1- From Rewaa:
The Return option appears after the invoice is issued in Rewaa. You can select it when you need to return the order and the invoice.
Click on the three dots next to the order on the right side of the screen.
Select Return Order.
Choose the location where the returned product quantities will be added.
Select the product(s) you want to return.
Enter the quantity to be returned. You can return the entire quantity/invoice or a partial quantity.
Click Return. The order and stock will be returned to Rewaa’s inventory and automatically reflected on the e-commerce platform.
ℹ️ You can also click Return Entire Invoice located at the top right of the screen. The order and stock will be returned to Rewaa’s inventory and automatically reflected on the e-commerce platform.
2- From the E-commerce Platform:
You can return an order at any time. The order status will be updated immediately in Rewaa, a return invoice will be issued, and the stock will be restored in both platforms.
FAQs
1- How can I ensure that orders are successfully received in Rewaa after integrating with an e-commerce platform
Once the integration and data synchronization are completed successfully, orders will automatically appear in the Orders List, organized by sequential numbers based on their arrival to Rewaa.
2- Can I integrate both Salla and Zid with Rewaa at the same time?
Rewaa supports integration with only one platform at a time. It is not possible to integrate more than one e-commerce platform simultaneously.
3- Can I update the order status for multiple orders at once?
Yes, you can. To change the status:
Select the (✔) checkbox next to the orders you want to update.
Click on Change Order Status.
ℹ️ All selected orders must have the same current status.
A confirmation window will appear showing the number of orders being updated. Click Change Order Status to apply the update. The status will be changed immediately.
4- How can I ensure that an error has been resolved correctly?
Once the error is resolved, the product will be removed from the Pending Products list and column.