Handling orders

When a customer places an order with FreshMart, it appears in the supermarket app's Orders screen. This is the screen the store team works from during opening hours.

The order flow

A typical FreshMart order moves through five states.

New. The order has just arrived. The store reviews the items and either accepts or rejects it. If nothing happens within the response window, the order auto rejects so the customer is not left waiting indefinitely.

Preparing. The order has been accepted. Stock has already been reserved against it, so two customers cannot accidentally compete for the same last item. Staff pick and pack the basket and flag any substitutions if a particular item turns out to be unavailable on the floor.

Ready for pickup. The order is bagged and waiting at the counter. Tradar assigns a rider; the rider's app shows the pickup.

Handed off. The rider has collected the order. FreshMart's work on this order is done.

Delivered. The rider has handed the bag to the customer. This is informational for the store, and closes the order on the customer's order history.

Rejecting an order

A few legitimate reasons to reject an incoming order:

The items are actually out of stock, even if the system thinks they are not. (This usually points to a stock count that needs fixing.)

The store is about to close and there is not enough time to pick and pack.

The payment has been flagged as suspicious by the platform.

Pick the right reason from the list when you reject. It feeds into the platform wide reporting that the Tradar admin team watches, and a pattern of rejections for the same reason often signals a fixable problem at the store.