Once a customer purchases your physical product, an order is created in your Nas.com portal. From the dashboard, you can:

To view orders for a physical product:

Here you will see a list of all orders for that product, including buyer details, order amount, and shipping address.

Desktop view:

Mobile view:

If a customer enters their email during checkout but does not complete the purchase, the system may record this as an abandoned checkout.

You can find these records in your Orders tab, under the “All” filter. They may also appear under a separate “Abandoned checkout” filter.

Abandoned checkouts:

If a customer clicks the reminder email, they will be brought back to the checkout page with their selected product, options, and quantity pre-filled.

Customers can also return to complete their purchase by visiting the product page again.

💡 Note
Abandoned checkouts are not confirmed orders and will not appear in your Orders tab.

Physical product orders move through the following statuses:

• Pending shipment

The order has been paid, and you need to prepare the product for shipping.

• Shipped
You have marked the order as shipped. The customer has been notified.

• Confirmed
The customer has confirmed receipt, or the order was automatically confirmed after the delivery window.

• Processing refund
A refund request has been approved and is currently being processed.

• Refunded
The payment has been returned to the customer.

Each status reflects the current stage of the order and determines what actions you can take next.

A typical order follows this flow:

Order placed → Pending shipment → Shipped → Confirmed

If a refund is requested:

​Pending shipment / Shipped → Processing refund → Refunded

Understanding this flow helps you manage orders and respond to customer issues more effectively.

After you have prepared and sent the product to the customer, you should update the order status to Shipped.

To do this:

(Optional) Add Tracking Information

If you want to provide shipping details to your customer, enable Add a tracking number.

You can then enter:

Providing tracking information helps customers follow their delivery progress, but it is optional.

(Optional) Add a Note

You can also add a note to include additional shipping information or instructions for the customer.

Final Step

Once everything is ready, click Mark as Shipped.

The order status will be updated.

Customers will receive email and app notifications when their order status is updated (e.g. shipped), so they can stay informed about their delivery.

💡 Note
Once an order is marked as Shipped, customers will be able to track delivery progress (if tracking is provided) and may confirm receipt from their Purchase History.

Desktop view:

Mobile view:

After an order is marked as Shipped, the buyer will be notified that their order is on the way.

When the product arrives, the buyer can confirm delivery by clicking Order received in their Purchase History.

Once the buyer confirms receipt, the order status will change to Confirmed.

💡 Note on Delivery Expectations

Delivery times may vary depending on the shipping configuration you set (such as country or region). Make sure your estimated delivery time is accurate to avoid customer confusion or refund requests.

Desktop view:

Mobile view:

Automatic Delivery Confirmation

If the buyer does not confirm receipt, the order will be automatically confirmed after the delivery window has passed.

The auto-confirmation timing is calculated as:

Estimated delivery days + 14 days

For example:

Once the order is confirmed (either by the buyer or automatically), the order is considered completed.

Note: Funds from the order may become eligible for payout after the order is confirmed, depending on the business verification status.

Customers can submit a refund request from their order page.

Desktop view:

Mobile view:

When this happens:

Desktop view:

Mobile view:

Refund requests may happen in different situations:

• Before shipping (e.g. wrong order, changed mind)
• After shipping (e.g. damaged item, wrong item received, delivery issues)

If a refund is approved:

• The order status will change to Processing refund
• Nas.com will process the refund
• The status will later update to Refunded

Q. What should I do when I receive a new order?

When a customer purchases your product, an order will appear in your Nas.com portal. You can:

After shipping the product, you can mark the order as Shipped and optionally add tracking information.

Q. Does Nas.com handle shipping or delivery?

No. Nas.com does not manage shipping or logistics.

Business owners are responsible for:

Nas.com only provides order coordination and payment processing.

Q. How do I add tracking information to an order?

After shipping the product:

The customer will be notified that their order has been shipped.

Q. Can customers track their shipment on Nas.com?

Customers can view the shipping status and tracking information on their order details page if the business owner enabled "Add a tracking number" and entered the shipping details when marking the order as shipped.

If tracking information is provided, customers can use the tracking number to check the delivery status through the shipping provider.

Nas.com does not provide its own logistics tracking service. Tracking information will redirect customers to the shipping provider’s tracking page.

Q. What should I do if a customer says they didn’t receive their order?

First, check the order status and confirm whether the order has been marked as Shipped.

If tracking information is available, review the tracking details to understand the delivery status.

You can then:

• Verify the delivery status with the shipping provider
• Check for possible delivery issues (e.g. delays, incorrect address)

If the issue cannot be resolved, you can communicate with the customer and decide whether to approve a refund or provide a replacement.

Q. What happens if a customer requests a refund?

If a customer submits a refund request, you will receive a notification. You can review the request and choose to approve or reject the refund.

If you need hands-on help for your business, you can work directly with a vetted Nas.com Expert.

Nas.com Experts are experienced professionals reviewed by the Nas.com team who can help with setup, strategy, and specific business needs.

Explore available experts here:

👉https://nas.com/expert

If you have questions or need help, you can:

• Use the chat widget inside the platform (bottom right corner) or contact us through WhatsApp

• Email us at help@nas.com