Toko21 Help Center Policy 1.5
Order Status Definitions & Tracking Guide
Version: 1.0 (July 2025)
Prepared by: Ken for PT Belanja Lebih Cepat

PURPOSE
This article defines each stage of the order lifecycle on Toko21 and explains how customers can track and interpret their order status. As Toko21 operates under a one-gate fulfillment model with multi-merchant routing, clear status understanding is essential to ensure transparency, reduce confusion, and enable proper dispute or refund actions when necessary.

This guide applies only to customers using the Toko21 Customer App.

SECTION 1: COMPLETE LIST OF ORDER STATUSES

The following statuses may appear on your order screen:

1.1 Pending Payment

• Your order has been created, but payment has not yet been completed.
• You must complete payment within the designated time window (usually 15–30 minutes), or the order will be automatically canceled.

1.2 Payment Received

• Payment has been successfully confirmed.
• Your order is now entering the processing queue.

1.3 Processing

• The system is matching your SKU(s) to available merchant(s).
• This stage includes inventory lock, dispatch queueing, and routing for multi-merchant fulfillment.

1.4 Accepted by Merchant

• The merchant has confirmed they can fulfill the SKU assigned to them.
• If multiple merchants are involved, this will apply to each fulfillment path separately.

1.5 Preparing Order

• The merchant is packing the item and preparing it for handoff to the assigned driver.

1.6 Picked Up by Courier

• A driver has picked up the item from the merchant.
• You can track delivery in real time if the driver is GPS-enabled.

1.7 In Transit

• Your order is currently being delivered to your address.
• If there are multiple fulfillments, each will have its own tracking link.

1.8 Delivered

• The driver has marked the item as successfully delivered.
• This also signals the start of the dispute window (see Policy 4.1).

1.9 Failed Delivery

• The courier could not complete the delivery (e.g., address issue, no recipient, weather disruption).
• The item may be returned to the merchant or disposed, depending on product type and driver SOP.
• Platform support will review the failure and advise next steps.

1.10 Cancelled

• The order was canceled by the customer (if still eligible), merchant (due to stock issues), or system (expired payment).
• Refer to Policy 3.2 for cancellation rules.

SECTION 2: TRACKING YOUR ORDER

• You can track order progress in the “Orders” tab of the Toko21 Customer App.
• Tap any active order to view its timeline and per-item status (if split fulfillment occurs).
• For orders from multiple merchants, each package will have its own status and delivery ID.
• You will receive push notifications at every critical stage.

SECTION 3: COMMON CONFUSIONS & CLARIFICATIONS

3.1 Why do I see multiple delivery updates in one order?

• Some SKUs may come from different merchants.
• Each merchant dispatches independently, and you may receive separate driver visits.

3.2 Can an order go back to Processing from Preparing?

• Yes, if a merchant cancels last-minute, the system may rematch the SKU to another merchant.

3.3 What if my order is stuck in "Picked Up" for too long?

• Delivery ETAs vary by distance, time, and weather.
• If stuck for over 4 hours, contact Support (Policy 9.4) to initiate investigation.

3.4 Can I see which merchant is fulfilling my order?

• No. Toko21 does not display merchant names to customers.
• All fulfillment is handled through our one-gate engine to maintain quality control and fairness.

FINAL NOTES

• All order statuses are synced in real time from merchant dashboards and logistics partners
• The platform retains the right to auto-update or overwrite status based on tracking signals and audit verification
• Understanding your order status is essential to file timely disputes, refunds, and reviews