Orders and Tracking

Once you’ve placed an order, you can track its progress from your account at any time. This guide explains what each status means and what happens after you check out.

1. Finding Your Orders

1. Log in to your account
2. Click your name or profile icon in the top right
3. Select My Orders

You’ll see a list of all your orders, sorted by most recent. Click any order to open its detail page.

2. Understanding Order Statuses

Each order moves through a series of statuses as it is processed and delivered. Here’s what each one means in plain terms:

[!NOTE] AEX Ecommerce does not currently offer real-time GPS tracking. Status updates are applied manually by the store when your order progresses.

3. Order Number Format

Every order is given a unique reference number in the format:

ORD-YYYYMMDD-XXXX

For example: ORD-20240615-0042

• YYYYMMDD is the date the order was placed (year, month, day)
• XXXX is a unique sequence number

Keep your order number handy — you’ll need it when contacting the store about your order.

4. What Happens After You Place an Order

Here is the typical sequence of events after checkout:

1. You place your order — Your cart is converted to an order and payment is initiated
2. Payment is verified — Paystack confirms the payment (usually within seconds)
3. Order moves to Processing — The store receives your order and starts preparing it
4. Order is Confirmed — The store confirms your items are reserved and ready
5. Order is Shipped — Your items are dispatched. You’ll receive a notification
6. Order is Delivered — The store marks your order as delivered once received

You receive an in-app notification and email at each key stage.

5. Contacting the Store About Your Order

If you have a question about a specific order:

1. Open the order in My Account → Orders
2. Note your order number
3. Contact the store using the email or in-app message option on the store’s contact page

When reaching out, always include:

• Your order number (e.g. ORD-20240615-0042)
• Your email address or phone number
• A clear description of your question or issue

[!TIP] The fastest way to resolve order issues is through the store’s in-app messaging, where your order details are visible to the support team immediately.

6. Downloading Your Receipt

A PDF receipt is available for every paid order:

1. Go to My Account → Orders
2. Open the order you want a receipt for
3. Click Download Receipt

The PDF receipt includes your order summary, itemized list, payment details, and the store’s contact information.

[!NOTE] Receipts are only available for orders with a Paid payment status. If your payment is still pending, the receipt will be available once payment is confirmed.

7. When to Expect Your Delivery

Delivery times vary depending on the store’s shipping policies and your delivery zone. As a general guide:

[!WARNING] These are estimates only. Actual delivery times depend on the store’s carrier, your location, and local logistics conditions. Check the store’s shipping policy page for confirmed timelines.

If your order shows Shipped but has not arrived within the expected timeframe, contact the store using your order number.