The page
Path: Home, Service, Customer Services. The console has three layers stacked top to bottom: time-window filters, stage breakdown, and the order grid.Top filter row
Four controls span the top:| Control | What it does |
|---|---|
| From Date, To Date | The order-date window, defaulting to the last 7 days |
| Marketplaces | Multi-select dropdown for channel filter |
| Shipping Services | Multi-select dropdown for shipping service filter |
| Search icon | Run the search |
| Clear Search | Reset filters |
Time-window quick chips
Below the date pickers is a row of quick-window chips: 24 Hours, 7 days, 15 days, 30 days, 45 days, 60 days, 90 days. Each chip shows the order count in that window. Click to scope the grid.Stage breakdown
The stage row is the centrepiece. Every order stage appears as a chip with a count: All Orders, Pending, Just Arrived, Picking List Printed, Dispatch Note Printed, Courier Label Printed, Awaiting courier pickup, Invoice Printed, Cancelled, Backorder, Refunded, Dispatched, Awaiting Return from customer, RMA received, RMA resent - Just arrived, Moved to Customer Service, Order on Hold, Sent to FTP. Click any chip and the grid below filters to that stage only. Order stages are configured under Deliver Order Stages Settings; your specific list may differ from the default.Order grid
The grid columns:| Column | What it means |
|---|---|
| Source | Marketplace and account (e.g. eBay - eBayUK, The Monogram - DryKids) |
| Order ID | Internal order number with marketplace order ID linked |
| Order Date | Marketplace timestamp |
| Locked for Picking List | Whether the order is locked into a printed picking list |
| SKU | Single-item orders show SKU; multi-item orders show “Multiple Item Order” |
| Qty Ordered | Total units |
| Qty Shipped | Units actually dispatched |
| Available Qty | Current stock available |
| Age in Stage | How long the order has been in its current stage |
+ expand icon on multi-item rows opens the line-by-line detail.
The Change Order Stage button at the top moves selected orders to a different stage in bulk. The order-search box top-right scopes by Order No, SKU, or buyer name (selectable from the dropdown).
How CS agents use the console
The standard agent flow:- Customer contact lands. Support email, marketplace message, or phone call references an order number.
- Agent opens the console. Searches by Order No or SKU.
- Console returns the order with full context. Source, current stage, age in stage, line items, dispatch state.
- Agent reviews the Stock Movement Log if the question is about a discrepancy.
- Agent takes action. Common actions: change stage to
Order on Hold, change stage toAwaiting Return from customer, or move toMoved to Customer Servicefor follow-up. - Resolution. Refund via the marketplace, replace via the Create Order page, or dispatch normally.
Common stage transitions
| Customer scenario | Stage move |
|---|---|
| Buyer reports damage on arrival | Dispatched, then Awaiting Return from customer |
| Buyer reports non-receipt | Dispatched, then Moved to Customer Service for tracking investigation |
| Buyer requests cancellation before dispatch | Just Arrived (or any pre-dispatch), then Cancelled |
| Returned item arrived back | Awaiting Return from customer, then RMA received |
| Returned item resent | RMA received, then RMA resent - Just arrived |
| Order paused pending stock | Just Arrived, then Order on Hold |
Cross-link to the rest of the AI OS
| Need | Where to go |
|---|---|
| Live customer-service KPI (response time, refund rate) | Nerve Centre, the connector card |
| ”Why is our refund rate up this week?” | Vortex Mind, customer-recovery diagnostics |
”Show me all orders in Order on Hold for SKU DK001B” | Ask Viq, plain-English query |
| ”Open a fix for the rising RMA count from Amazon UK” | Actions Kanban |
Common questions
Can I filter the grid to a single buyer? Yes. Use the search box top-right and select Buyer Name from the dropdown. What if a customer’s order shows in CloudHub but they cannot see it on the marketplace? Marketplaces sometimes hide an order from the buyer view temporarily during their own dispute or fraud check. CloudHub still shows it. Direct the customer to the marketplace support; do not try to override the marketplace state from CloudHub. Can I bulk-cancel multiple orders? Yes. Tick the boxes on the orders, clickChange Order Stage, pick Cancelled. Marketplaces have their own cancellation rules, and CloudHub will push the cancellation to the marketplace where the integration supports it.
The grid is missing orders that I know exist.
Check three things: the date window (default is 7 days), the marketplace filter, and the stage filter. The stage chip “All Orders” is the unscoped view.
Next steps
- Open Create Order and Customer Views for manual order entry and webstore views from the CS perspective.
- Configure your stages under Workflows and Pricing Rules.
- Set up role-based permissions for CS staff under Permissions and Shipping.