KALEOZ User Guide

Sales Order Status Guide

You can view and manage all your orders by navigating to My Sales Orders in your KALEOZ seller account. This page displays the current status of every order and indicates any action required from you.

Waiting Delivery

Status: The buyer has completed payment, and the order is waiting for the seller to deliver the product or service.

What you should do:

Deliver the order within 72 hours.
After successful delivery, click Delivered.
If you're unable to fulfill the order or the buyer requests a cancellation, click Refund to Buyer.

Important: Orders that are not delivered within 72 hours will be automatically refunded by the system.

Waiting Confirmation

Status: The seller has marked the order as delivered and is waiting for the buyer to confirm receipt.

Under the KALEOZ Protect policy, buyers have up to 72 hours (3 days) to confirm delivery.

What you should know:

Buyers can click Order Received after verifying the delivery.
If no action is taken within 72 hours, the system will automatically mark the order as Completed.
You may contact the buyer through KChat to notify them that the order has been delivered and politely invite them to leave a review.

Refunding

Status: A refund request has been submitted for the order.

Under the KALEOZ Protect policy, buyers may request a refund within 72 hours after the order has been delivered.

Seller Responsibilities

Always retain delivery evidence, including:

Screenshots
Videos
Transaction records
Any other proof of successful delivery

Providing sufficient evidence helps ensure a fair and accurate investigation.

Unresponsive Seller Refunds

Buyers may request a refund if a paid order is not delivered within 1 hour.
Buyers may also request a refund if the seller cannot be contacted.
Sellers have a 6-hour grace period to respond.
During this period, sellers may reject the refund request and complete the delivery.
If there is no response within 6 hours, the system will automatically refund the buyer.

Tip: To avoid unnecessary refund requests, enable the Close Store feature whenever you are taking a break, temporarily unavailable, or out of stock.

Completed

Status: The buyer has confirmed receipt of the order, or the system has automatically confirmed it.

The payment will be credited to your Sales Income Balance.
You can withdraw your earnings using any supported withdrawal method available on KALEOZ.

Closed

Status: The order has expired because payment was not completed.

Unpaid orders are automatically closed after 1 hour. No further action is required from the seller.

Waiting Payment

Status: The buyer has created an order but has not completed payment.

Do NOT deliver any products or services until payment has been successfully received.

Always verify the latest order status before delivering.
Refresh your Sales Orders page regularly to avoid misunderstandings or financial losses.