Order processing and confirmation

Pending orders

This menu contains only those orders which have not yet been processed.

Order details

ID: package number identifier

Each order is associated with two identifiers: Order ID and Package ID.

A single order may consist of one or more packages or products, potentially from different vendors. The two identifiers are separate numerical values, regardless of how many items are included in the order.

Both identifiers are shown in the automatic confirmation email sent to customers. However, customers may refer to the Order ID rather than the Package ID during correspondence. You can search by both identifiers using the filters “Order ID” or “Package ID”. When filtering by Order ID, the system will display the packages from that order which were assigned to you.

Products

The product description includes the quantity, product ID and SKU.
Example: 3 pcs – Flagpole, double-sided, 90×150 cm, with Hungarian flag (ID: 13915000, SKU: ZR1001703)

Customer

Before confirming the order, only the customer’s name, phone number, and the town/city listed in the delivery address are visible. If further information is required prior to confirmation, you may download the Export.xlsx or Export.csv file located above the filter options. The exported file contains the orders visible on the current page. By default, 10 items are displayed per page, but this can be increased.

The file contains, among others: Package ID, Product name, Quantity, Customer name, Billing address, Tax number, Shipping address, Total price of products, Shipping cost, Alias e-mail address, Phone number, Payment method, Delivery type, Purchase date, Package status, Country (of origin), Customer comments, Message to the courier, Amount to be paid

Alias e-mail address

Alias e-mail addresses follow the format:

order+(packageID)(4-letter random code)@sysmail.pepita.com

E.g.: [email protected]

These addresses are generated by our system for each package individually (i.e., one email per package, not per customer).

They may be shared with courier services (except MPL Courier).

These email addresses may only be used for communication strictly related to the relevant purchase.

We are unable to share the customer’s private email address directly.

Messages sent to alias addresses are routed via the Pepita server and received by the customer. The sender address also uses an alias format, differing only in prefix

E.g.: [email protected]

Communication via these email addresses is fully two-way.

Comment

Customer notes added during checkout appear in the “Comment” column.

Payment type

Pepita customers may choose from four payment methods: Bank card, Bank transfer (Advance payment), Cash on delivery, Voucher

Bank card payment

Bank card payments are processed through SimplePay on the Pepita platform. The funds are received directly by Pepita.

After placing the order, the customer’s card is charged.

Credit card (Status: Successful payment (Lock unlocked, successful debit))

If the order cannot be fulfilled (“Cancel”), the amount will be automatically refunded.
Please note that sometimes bank confirmation is delayed, and payment status may not be immediately available. Orders in this state cannot be confirmed until the status is final.

Unsuccessful bank card transactions (Status: Refused by client 😥)

• Credit card (Status: Unsuccessful transaction)
• Credit card (Status: Unsuccessful authorization!)
• Credit card (Status: Interrupted payment)
• Credit card (Status: You have exceeded the maximum possible time to start the transaction)

Orders with advanced payment/transfer

For this payment method, confirmation is required first by clicking “Send” or “Cancel”. Upon clicking “Send”, an automatic email is sent to the customer with your bank details (as listed under “Company Information” > “Financial data”). The payment is transferred directly to you, not Pepita.

If the transfer is not received within 1–2 days, we recommend contacting the customer.
If no payment is made over several days, please update the order status to “Buyer canceled” under the “Commission items” section.

Cash on delivery

The package must be sent COD by the courier service indicated in the delivery method. In the case of MPL or the courier service of your choice (General delivery), the settlement is still made directly between you and the courier service.

For Pepita Delivery orders (currently GLS locker or GLS home delivery), the cash on delivery amount is collected by Pepita. The settlement method is the same as for credit card payments (the collected fees are included in the bi-weekly compensation settlement.

Voucher

Customers may use Pepita gift vouchers as a payment method.
The voucher may cover the full value of the order, but the total may exceed the amount on the voucher. In such cases, the remaining balance can be paid by the customer by online credit card, by bank transfer or by cash on delivery. More information on voucher orders is available HERE.

Delivery method

General delivery (Home delivery by courier): Shipment is handled by your contracted courier service.

MPL home delivery: Shipment is handled by MPL, with whom you have a contract.

GLS locker delivery: Delivery is fulfilled by GLS, contracted by Pepita. (Pepita Delivery Program)

GLS home delivery: Delivery is fulfilled by GLS, contracted by Pepita. (Pepita Delivery Program)

Purchase date

The date on which the customer placed the order.

Comments

Any notes added in the “Comments” field are internal and not visible to customers. Only Pepita’s customer service team can view these.

Order statuses

Once a pending order is confirmed, it is moved from the Pending Orders section to Orders.

As per section 7.3 of the current General Terms and Conditions for Partners:
“Partner is obligated to send confirmation about the order to Provider within 1 day of receipt of the notification of Provider.”

Click “Send” to confirm the order.
On the pop-up page, specify the handover date to the courier.
When specifying the date, please keep in mind that the customer expects the product within the delivery time indicated on the product data sheet. If this information is not correct, it is important that it is amended as soon as possible.
The customer will receive an automatic email confirmation, including the dispatch date.
In case of bank transfer payments, after clicking on the “Send” button, we will automatically send an e-mail to the customer with the necessary information for the payment (bank details in the „Financial data” section of the “Company information” section of the account). The transfer is not sent to Pepita, but to you.

Send (Pepita Delivery Program)

In case of Pepita Delivery orders (currently GLS locker and GLS home delivery) the confirmation process is partially different from the general or MPL delivery methods. Further details are available HERE.

If the order cannot be fulfilled, click “Cancel”. You may provide a reason in the pop-up text box; this message will not be shared with the customer but is visible to our support team.
Please note that cancelled orders negatively impact the customer experience and long-term cooperation. It is crucial to maintain accurate stock levels to avoid cancellations.

According to section 10.5 of the current General Terms and Conditions for Partners:
“If the product cannot be sold due to the fault of the Partner, the Provider is entitled to charge a commission on the order regardless of the success of the sale.”

If not all items in a multi-item order can be fulfilled, click “Partial sending”. Select which items will be dispatched and which will be declined.

This status appears when a card payment has failed or the customer decides to cancel their order.

If orders are submitted via API to your ERP/webshop system, failures may occur—commonly due to out-of-stock products. If the item is available, a technical issue may have occurred. Click “Resend order” to reattempt submission. If the issue persists, contact your account manager with the relevant Order ID.

Export.xlsx; Export.csv

Clicking on Export.xlsx or Export.csv allows you to download order data in spreadsheet format. The export reflects only the items shown on the current page. Default display is 10 items per page, but this can be adjusted.

The file contains, among others: Package ID, Product name, Quantity, Customer name, Billing address, Tax number, Shipping address, Total price of products, Shipping cost, Alias e-mail address, Phone number, Payment method, Delivery type, Purchase date, Package status, Country (of origin), Customer comments, Message to the courier, Amount to be paid

Orders with advanced payment/transfer

Orders placed with the prepayment option are listed separately in this menu, so you can easily keep track of which items you need to monitor. Payment is made directly to you, not Pepita.

Clicking “Send” triggers an automatic email with the payment detail (the bank details in the account under “Company information” in the “Financial data” menu).

If the transfer is not received within 1–2 days, we recommend contacting the customer.
If no payment is made over several days, please update the order status to “Buyer canceled” under the “Commission items” section.

“Comments” are not intended for the purpose of contacting and/or exchanging messages with customers, nor are they transmitted to them. These comments are only available to our customer support team on the order details page.

Orders

In the Orders menu, you can find all “pending” orders as well as every previous order that has already been confirmed. Among the displayed data, the following fields are shown: ID (package number identifier), Products, Customer, Alias e-mail address, Comment, Payment type, Delivery method, Purchase date, and Comments. For a more detailed explanation of these fields, please refer to the “Pending Orders” section above.
For confirmed orders, the alias e-mail address is visible directly under the Customer data without the need to open the details. In the Purchase date column, the “Sending day” specified during processing is also displayed.
By clicking the “Take a look” button, you can access the product link on the Pepita website.

Refunds

In the case of credit card payments, if a refund to the customer is required, you can do so by clicking this button. You may issue either a full refund or a partial one, depending on prior agreement with the customer.

Find the specific order in “Orders” and click on “Refund”, or you can do the same in the “Financial accounting” menu under the “Credit card transactions / Order refund” tab.

In some cases, an error message may appear during the process and the refund may not be successful. This is most commonly due to the customer’s card being inactive. In such instances, please contact the customer, request their bank account details, and transfer the amount directly.

For orders paid via bank transfer in advance, refunds cannot be processed within the Pepita system. In these cases, the refund must be initiated manually from your own bank account.

For cash on delivery orders, the refund process depends on whether the order was delivered via general, MPL, or Pepita Delivery (currently GLS parcel locker or GLS home delivery). You can find more details HERE.

Customer cancellations

A customer cancellation may apply to both pending and confirmed orders. You can find detailed guidance on the appropriate steps to take in THIS document.

If you have any further questions do not hesitate to contact us!

[email protected]
Pepita Group Team