Tutorial for processing your clients’ orders on Hivoox

This tutorial explains how to receive, process, deliver, and complete customer orders through your Hivoox Vendor Dashboard.

Following these steps will help you process orders correctly, communicate with customers, request documents when necessary, deliver your services, and keep all important order information properly recorded on Hivoox.

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1. Access Your Hivoox Vendor Dashboard

Log in to your Hivoox account using your vendor credentials and access your Vendor Dashboard.

Your Vendor Dashboard is your main workspace for managing your activity on Hivoox, including:

• Orders
• Products and services
• Earnings and payments
• Customer communications
• Support requests

Important: Expand the Dashboard Menu

Depending on your screen size or dashboard display, the menu on the left side may initially show icons only, without the corresponding menu names.

If you only see icons:

1. Look at the top-left corner of your Vendor Dashboard.
2. Click the Menu icon.
3. The navigation menu will expand.
4. You will then see the icons together with their corresponding menu names.

This makes it easier to locate Orders and the other sections of your Vendor Dashboard.

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2. Open Your Orders

From the Vendor Dashboard menu, click Orders.

You will see the orders assigned to your vendor account, including information such as:

• Order ID
• Customer information
• Order date
• Purchased product or service
• Order status
• Order amount

Locate the order you want to process and click the Order ID or the corresponding option to open the complete order details.

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3. Understand the Order Status

Each order has a status indicating its current stage.

• Pending Payment – The customer’s payment has not yet been confirmed. You should normally wait until payment is confirmed before processing the order.
• Processing – Payment has been confirmed and the order generally requires action from you.
• Completed – The service or product has been fully delivered to the customer.
• Cancelled / Failed – The order was cancelled or was not successfully finalized.

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4. Review the Order

Before starting the activation or delivery process, carefully review the complete order.

The order details page may contain:

• Customer information
• Product or service purchased
• Quantity
• Selected options or variations
• Information provided by the customer
• Order notes
• Documents already attached by the customer
• Billing and order information
• Other instructions related to the order

Make sure you have everything required to provide the service.

If important information or documents are missing, request them from the customer before proceeding.

Do not mark the order as Completed at this stage.

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5. Communicate With the Customer

Communication concerning an order should be handled directly from the order page using the Order Note section.

You can use an Order Note to:

• Request additional information
• Request documents
• Confirm service requirements
• Ask the customer a question
• Provide progress updates
• Provide activation information
• Deliver the service

Important: Order Notes Are Private by Default

For any message intended for the customer, always follow this process:

Open Order → Write Order Note → Select “Note to Customer” → Send

If you leave the note as private, it will remain an internal note and the customer will not receive the message.

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6. Request Documents From the Customer

Some products and services require documents or additional information before they can be activated or delivered.

Depending on the service, this may include:

• Identification documents
• Proof of address
• Company registration documents
• Business information
• Authorization documents
• Regulatory or compliance documents
• Technical information
• Other information required to provide the service

How to Request Documents

1. Open the customer’s order.
2. Locate the Order Note section.
3. Write exactly which documents or information you require.
4. Ask the customer to upload the documents directly to their order through their Hivoox order page.
5. Select Note to Customer.
6. Send the note.

The customer will receive your request by email.

Example of a Document Request

Where to Find Documents Uploaded by the Customer

Once the customer uploads the requested documents through their Hivoox order page, you will be able to access them from the order details page in your Vendor Dashboard.

Review the documents and continue processing the order once all requirements have been satisfied.

There is no need to ask the customer to send order documents to your personal email address.

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7. Process the Order

Once you have received all required information and documents, you can begin processing the order.

The exact procedure depends on the type of product or service you provide.

For example, processing a virtual phone number or telecommunications service may include:

• Assigning or reserving the number
• Reviewing the required documents
• Completing regulatory verification
• Activating the number
• Configuring routing
• Creating SIP credentials
• Creating customer portal access, if applicable
• Testing the service before delivery

For other types of services, processing may involve preparing documents, completing a professional service, configuring a system, creating an account, performing research, preparing a report, or carrying out any other work included in the service purchased by the customer.

Always make sure that the service is ready and complies with the description of the offer before delivering it.

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8. Services That Require Time to Complete

Not every service can be delivered immediately. Some services may require several hours, days, or a longer processing period.

If the service requires time to complete, keep the customer informed through the Order Note section.

You can use Order Notes to:

• Confirm that you have started processing the order
• Provide an expected delivery time
• Inform the customer about important progress
• Request additional information when necessary
• Inform the customer if the expected delivery time changes

Whenever an update is intended for the customer, remember to select Note to Customer before sending the note.

Please provide realistic delivery times and keep the customer informed when there is a significant change affecting the delivery of the order.

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9. Deliver the Service

Once the service is ready, return to the customer’s order and use the Order Note section to provide the delivery information.

The information required for delivery depends on the type of service purchased.

Delivery may include:

• Access credentials
• Documents or completed files
• Activation information
• Configuration instructions
• Links or portal access
• Reports or other deliverables
• Instructions required to use the purchased service

Example: Telecommunications Services

When delivering a virtual phone number or another telecommunications service, the delivery information may include:

• Phone number
• SIP username
• SIP password
• SIP server or domain
• Port, if required
• Configuration instructions
• Portal access information, if applicable
• Important service or usage instructions

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10. Handling Revisions or Issues Before Completion

If the customer requests a correction, provides additional information, or reports an issue while the order is still being processed, review the request before completing the order.

Use the Order Note section to communicate with the customer and keep important information related to the order documented on Hivoox.

Before marking an order as Completed, make sure that:

• The service has been delivered as described in the offer
• Any required activation has been completed
• The necessary access information, documents, or deliverables have been provided
• Any issue preventing the initial delivery has been resolved

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11. Complete the Order

Once:

1. The service has been successfully processed;
2. The service has been activated or completed, when applicable;
3. All necessary information or deliverables have been provided to the customer; and
4. The initial delivery is complete;

return to the order page and change the order status to:

Completed

Save the change if required.

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12. Customer Support After Delivery

Completing an order does not prevent the customer from requesting assistance.

If the customer experiences a problem or needs assistance after delivery, they can open a Support Ticket directly from their Hivoox order page.

You will then be able to communicate with the customer and provide the necessary support through Hivoox.

Support requests may concern:

• A service that is not working correctly
• Configuration problems
• Login or credential issues
• Routing problems
• Questions regarding the delivered service
• Technical assistance
• Other issues related to the purchased service

Please respond to customer support requests promptly and professionally.

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13. Keep Order Communications on Hivoox

Important communications concerning an order should remain on Hivoox.

This includes:

• Requests for documents
• Requests for additional information
• Customer instructions
• Progress updates
• Activation information
• Delivery information
• Important issues affecting the order

Keeping these communications on Hivoox provides a clear history of the transaction and helps protect both the customer and the vendor if an order needs to be reviewed.

There is normally no need to move order communications to personal email, WhatsApp, Telegram, or another external communication platform.

If external communication is technically necessary for a particular service, important information concerning the order and its delivery should still be documented on Hivoox.

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14. If You Cannot Fulfil an Order

If you discover that you cannot provide the service ordered by the customer, do not mark the order as Completed.

Contact Hivoox as soon as possible and explain the situation.

This may be necessary if:

• The product or service is no longer available
• A requested phone number is unavailable
• Regulatory requirements prevent activation
• The customer does not meet mandatory activation requirements
• A technical limitation prevents delivery
• There is an error concerning the product, service, or pricing
• Another issue prevents you from fulfilling the order

Hivoox will review the situation and determine the appropriate action for the order.

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15. If the Customer Does Not Respond

If you require information or documents from the customer and they have not responded:

1. Open the order.
2. Send a new Order Note explaining what is still required.
3. Select Note to Customer.
4. Send the note.

Do not complete the order if mandatory information or documents are still missing.

If the customer continues not to respond and the order cannot be processed, contact Hivoox for assistance.

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16. Earnings and Payouts

You can review information related to your earnings and payments from the relevant section of your Hivoox Vendor Dashboard.

Depending on your account and the applicable Hivoox payment conditions, you may be able to view:

• Earnings generated from your orders
• Pending amounts
• Available amounts
• Payment or withdrawal information

Marking an order as Completed confirms that the service has been delivered, but it does not necessarily mean that the corresponding funds are immediately available for withdrawal.

Payments and withdrawals remain subject to the applicable Hivoox vendor payment conditions and validation periods.

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17. Questions About Prices, Payments, or Commercial Terms

If you have questions concerning:

• Product or service pricing
• Vendor commissions
• Amounts payable to you
• Payment schedules
• Withdrawals
• Marketplace fees
• Refunds or cancellations
• Commercial agreements or conditions

please contact Hivoox directly.

These matters should not be negotiated with the customer.

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18. Order Processing Workflow

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19. Best Practices for Hivoox Vendors

• Start processing paid orders as soon as reasonably possible.
• Carefully review the customer’s order before beginning the service.
• Request missing information or documents before proceeding when they are required.
• Always select Note to Customer when sending a message intended for the customer.
• Ask customers to upload required documents directly to their Hivoox order.
• Communicate clearly and professionally.
• Provide realistic delivery times.
• Keep customers informed when a service requires time to complete.
• Deliver exactly what is described in your product or service offer.
• Keep important order-related communications on Hivoox.
• Only mark an order as Completed after full delivery.
• Respond promptly when a customer requires support.
• Contact Hivoox if you are unable to fulfil an order.

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20. Quick Reference

I Only See Icons in My Vendor Dashboard. Where Is the Menu?

Click the Menu icon in the top-left corner. The menu will expand and display the name corresponding to each icon.

How Do I Contact a Customer About an Order?

Open the order and write your message in the Order Note section.

Before sending it, select Note to Customer.

Why Is “Note to Customer” Important?

Order Notes are private by default.

If you do not select Note to Customer, your note will remain private and the customer will not receive your message by email.

I Need Documents From the Customer. What Should I Do?

Open the order and send an Order Note explaining exactly which documents are required.

Select Note to Customer and ask the customer to upload the documents directly through their Hivoox order page.

Where Can I Find Documents Uploaded by the Customer?

Once uploaded, the documents will be available from the customer’s order details page in your Vendor Dashboard.

How Do I Deliver an Order?

Once the service is ready, use the Order Note section to provide the necessary delivery information.

Remember to select Note to Customer before sending the delivery message.

The Service Will Take Several Days. What Should I Do?

Continue processing the order and use customer-visible Order Notes to provide relevant progress updates and realistic delivery information.

When Should I Mark an Order as Completed?

Only after the service has been fully delivered and the customer has received the necessary information, documents, credentials, or other deliverables.

What Happens if the Customer Needs Help After Delivery?

The customer can open a Support Ticket directly from their Hivoox order page. You can then provide the necessary after-sales support through Hivoox.

What Should I Do if I Cannot Fulfil the Order?

Do not mark the order as Completed. You must either cancel the order or contact Hivoox as soon as possible to explain the situation.

What if I Have a Question About My Payment or Commission?

Contact Hivoox directly. Commercial and payment matters should not be negotiated with the customer.

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Important Reminder

If this is your first order and you are unsure about any part of the process, please contact Hivoox Support before completing the order. We will assist you with the order processing procedure.