*Important: Items marked as NDIS eligible may not be covered under your individual plan. If you’re unsure, check with your plan manager or the NDIS before purchasing. Care Access (Plan Access) and our vendors can’t guarantee item eligibility or funding.
*Important: Items marked as NDIS eligible may not be covered under your individual plan. If you’re unsure, check with your plan manager or the NDIS before purchasing. Care Access (Plan Access) and our vendors can’t guarantee item eligibility or funding.
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Plan Access Vendor Orders Guide

This guide is designed to help vendors easily manage orders on Plan Access. From tracking to processing and updating statuses, everything is covered in a step-by-step process.

1. Viewing Your Orders

  • Go to your Vendor Dashboard → Orders → View Orders.
  • Orders are listed in a table with key information:
    • Order ID
    • Order Status
    • Order Date
    • Customer Name
    • Total Amount

Tip: Use the search or filter tools to quickly find specific orders.

2. Understanding Order Statuses

Status Meaning Action Required
Paid Payment for the order was received. Confirm order details and prepare for processing.
Complete All work on the order is completed. No further action required.
Open The order was placed but hasn’t been processed yet. Review and update status as needed.
Failed Payment transaction failed. Contact the customer or advise them to retry payment.
Declined The store administrator cancelled the order. Inform the customer if necessary.
Backordered The order contains out-of-stock items and hasn’t been processed yet. Communicate expected fulfilment time to the customer.
Cancelled The customer cancelled the order. Issue refunds if payment was taken.
Incomplete (hidden from list) Order created in the database while awaiting payment gateway response. Monitor until status updates to Paid or Open.
Awaiting call The order was placed when the customer requested a call. Follow up as per the Call Requests add-on workflow.

Important Notes:

  • CS-Cart and Multi-Vendor only consider money received when an order status is Processed or Complete (regardless of any renaming).
  • To mark additional statuses as “paid,” a third-party add-on is required.

How Statuses Are Assigned:

  1. When a customer places an order, it is initially Incomplete. Inventory is not affected.
  2. If the customer uses an offline payment method, the order status changes to Open until manually updated by the store administrator.
  3. If the customer uses an online payment method, a positive payment gateway response changes the status to Paid.
  4. If the payment fails, no order is created, and the customer is prompted to try again.

3. Processing an Order

  1. Click on the order you want to process.
  2. Review all order details (products, quantities, customer notes).
  3. Update the order status to Processing.
  4. Prepare and package the items.
  5. Once shipped, update the status to Shipped and add tracking info.

4. Managing Cancellations and Refunds

  • If a customer cancels an order before shipping, update the status to Cancelled.
  • For refunds, go to the payment section of the order and select Refund.
  • Communicate with the customer to confirm the refund and status.

5. Tips for Efficient Order Management

  • Check your dashboard daily for new orders.
  • Use filters to prioritise orders by status or delivery date.
  • Keep customer contact information handy for any questions or updates.
  • Regularly review shipped orders to ensure they are delivered on time.

Video Guide

Watch this video for a step-by-step walkthrough: