> ## Documentation Index
> Fetch the complete documentation index at: https://docs.turtles.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Orders

> Automated order routing and fulfillment synchronization

### Overview

Turtles operates as a headless demand layer. When a purchase occurs on any marketplace in our network, the order is instantly routed to your connected commerce platform (e.g. Shopify) for fulfillment.

### Order lifecycle

The order process is fully automated to fit your existing logistics workflows:

1. **Capture:** A customer places an order on a Turtles-powered marketplace
2. **Sync:** The order appears in your dashboard marked as a Turtles channel sale
3. **Fulfillment:** Your warehouse picks, packs, and ships the item using your process
4. **Confirmation:** Tracking numbers automatically sync back to Turtles infrastructure
5. **Notification:** We trigger shipment and delivery notifications to the customer

### Managing orders

While fulfillment happens in your commerce dashboard, the **Orders** view in the Seller Portal acts as your financial and operational ledger.

Each order record includes:

* **Status:** Real-time state (Ordered, Shipped, Delivered, Returned)
* **Financials:** Gross revenue, platform fees, and net payout amount
* **Customer:** Customer information and shipping address
* **Reference:** The corresponding platform order ID

### Support and communication

Turtles owns the post-purchase customer relationship.

* **Support:** Our 24/7 support team handles all questions regarding status, tracking, and returns
* **Returns:** Unless the product arrives damaged with documentation, Turtles covers all returns
* **Privacy:** To protect privacy and platform integrity, sellers may not communicate directly with customers

<Danger>
  Direct customer contact is strictly prohibited under the Turtles Seller Terms. Violation of this policy will result in removal from the platform and may result in other penalties.
</Danger>

**Note:** If a shipping exception or inventory error occurs, flag the order in the Seller Portal immediately to alert our support team.