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

# Track orders, confirm delivery and get help

> Follow your Souqna order from checkout to delivery, confirm receipt, cancel an order, report a problem, leave a review and contact support.

After you place an order, Souqna and Wakilni keep you updated until it reaches you. Open any order from **Portfolio → Buying** to see its status, tracking and next step.

![Order page showing the Delivered status, timeline, payment summary and Confirm Delivery button](https://mintcdn.com/souqna-leb/REwGJbB5E5_mwRwO/images/help/buyer-order-detail.jpg?fit=max\&auto=format\&n=REwGJbB5E5_mwRwO\&q=85\&s=e6f1cbc0d710448cfafd064777fef246)

## Order statuses

| Status | What it means | Your next step |
| - | - | - |
| **Pending Checkout** | You won an auction but haven't checked out. | Check out within 48 hours. |
| **Awaiting Shipment** | The seller is preparing your item. | Wait. You can still cancel. |
| **Shipped** | Wakilni has your parcel. | Track it. |
| **Delivered** | Wakilni delivered it and collected payment. | Check the item, then click **Confirm Delivery**. |
| **Completed** | You confirmed receipt. | Leave a review. |
| **Cancelled** | The order was cancelled. | Nothing. |
| **Disputed** | A problem report is open. | Follow updates from support. |

## Track delivery

On the order page, click **Refresh tracking** for the latest Wakilni update, or **Track with Wakilni**. Before pickup you'll see **Awaiting dispatch** and the seller's dispatch estimate (Lebanon time).

## Confirm delivery

When the order shows **Delivered**, check the item. If everything is right, click **Confirm Delivery**. The order becomes **Completed**.

> [!TIP]
>
> Need a receipt? Click **Print Receipt** on the order page.

## Cancel an order

You can cancel while the order is **Pending Checkout** or **Awaiting Shipment**:

1. Open the order and click **Cancel this order**.
2. Click **Confirm cancellation**.

If Wakilni has already picked up the parcel, the cancellation needs confirmation from Wakilni or support.

## Report a problem

If something is wrong after delivery, open the order and click **Report a problem with this order**. Choose a reason and describe what happened:

* Item Not Received
* Item Not As Described
* Damaged in Shipping
* Fake or Counterfeit
* Other

You can open one dispute per order, once it is Delivered or Completed. Track it under **Support cases**. Statuses are Open, Under Review, Resolved and Closed.

> [!WARNING]
>
> Souqna doesn't offer returns or refunds by default. Report delivery or item issues through a dispute or support so the team can review them.

## Leave a review

Once an order is **Completed**, you and the seller can review each other once. Give 1 to 5 stars, plus an optional title and comment. Reviews appear on the member's public profile.

## Contact support

* **WhatsApp:** tap the chat button at the bottom-right of the site to message Souqna support.
* **Live chat:** use **Open live chat** from the same button.
* **Email:** [support@souqna.com](mailto:support@souqna.com)

## Notifications

Souqna notifies you in the app (the bell icon) and by email about outbids, wins, shipping, delivery and disputes. To get phone notifications, click **Enable notifications**. On iPhone or iPad, add Souqna to your Home Screen first.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.