Every order that reaches your store needs a decision: place it, hold it, call the customer, or cancel it. Today someone makes that call by hand, order by order. The Order Routing Playbook lets you write those decisions down once as rules, and then applies them automatically to every new order.
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You get two separate playbooks - one for COD orders and one for Prepaid orders. Each is configured and switched on independently, so you can automate one payment type without touching the other.
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When a new order comes in, three things happen in sequence:

Why rule order matters.
Because the first match wins, your rule list is your priority list. Put your most specific rules - the ones with multiple conditions - above your broader, single-condition rules. A rule sitting below one that already caught the order will never fire for it.

Open Order Routing Playbook from the left-hand navigation. You’ll land on the COD Orders Playbook, with the Prepaid Orders Playbook below it.
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Both come pre-loaded with a set of suggested starter rules, so you’re never starting from a blank page. Use them as they are, edit them to fit your business, or delete them and build your own.
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The Order Routing Playbook page, showing the COD Orders Playbook with its rule list, Fallback Action and Wait Time.
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Nothing runs until you click Activate at the bottom of the page. Take your time setting things up.

Every rule in your list is one card. Reading left to right:

A single rule card showing the on/off toggle, the condition, the action badge and the tag.

To create a rule, click + Add Another Rule below your rule list.
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To change an existing one, click the ⋮ menu on that rule card and choose Edit Rule.

The three-dot menu on a rule card, showing Edit Rule and Delete Rule.
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The rule configurator opens with three parts: Conditions, Select Actions, and Add Tag.

The rule configurator panel, with Conditions, Select Actions and Add Tag.

A condition is an attribute, an operator and a value - for example, Order Value greater than ₹2,500.

The Conditions section, with two conditions joined by AND and the Add condition link.
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Click + Add condition to add more. Conditions are joined with AND, which means the rule only fires when every condition is true. Two conditions make the rule more specific and narrower; one condition makes it broad.
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These are the attributes you can build conditions on:

Turn on Select Actions and pick what should happen when the conditions are met. One action per rule.

The Select Actions row, with Send to Manual Calling selected.
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Cancel Order cannot be undone. Once an order is auto-cancelled it can’t be restored.
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Only use this action on conditions you’re completely confident about - and consider Move to On-Hold or Send to Manual Calling first while you build confidence in a new rule.

Turn on Add Tag and give the rule a short label. Every order this rule catches gets that tag attached.

The Add Tag section with a tag named High Risk.
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Tags are not just labels. They are how the Playbook talks to the rest of your stack.

​Trigger actions in your other apps. When the Playbook tags an order, that tag travels with the order. Any external app you’ve connected can watch for that tag and act on it - a WhatsApp flow that messages the customer, a sheet that logs the order for your finance team, or any automation you’ve built yourself.
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So a rule that tags an order High Risk isn’t just marking it. It’s firing a trigger that the rest of your tools can hang work off, without waiting on us to build that integration for you.
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Faster review inside Orders. Tags also appear on the order in your Orders section, so you can filter and scan by them. If you want to pull up everything the Playbook flagged as high risk this week, or every duplicate order it caught, the tag is how you find them quickly.
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Naming your tags. Keep them short, lowercase-consistent, and stable. If an external app is listening for high-risk, renaming the tag to High Risk Order will silently break that automation. Decide your tag names with whoever owns your integrations before you activate.
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When you’re done, click Save Changes - or Discard to throw the edits away.

Since the first matching rule wins, sequence is everything.
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Click Edit Sequence at the top of a playbook to switch into reorder mode, then drag rules by the handle on the right of each card until the order is right.

(A rule card in Edit Sequence mode, with the drag handle on the right.)
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A rule with multiple conditions is more specific than one with a single condition, so it belongs higher up.

A rule with three conditions joined by AND - more specific, so it should sit above broader rules.
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A worked example Say you have one rule that auto-places low-risk repeat prepaid orders, and another that sends high-RTO prepaid orders to calling. The high-RTO rule has to sit above the auto-place rule. If it doesn’t, the auto-place rule fires first and your high-risk orders get shipped before anyone looks at them.

Every rule card has a toggle on the left. Switch it off to pause that one rule without deleting it - useful when you want to test the impact of a rule, or take it out of play for a short period. The rule stays in your list with all its settings intact.
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To remove a rule permanently, use the ⋮ menu and choose Delete Rule.
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To stop an entire payment type - automation on COD but not on Prepaid, say - use the Disable Playbook toggle in that playbook’s header. Your rules are preserved exactly as you left them.

The Fallback Action decides what happens to every order that matches none of your rules. It is mandatory - there is no such thing as an unhandled order.

The Fallback Action bar, with its action dropdown and Add Tag button.
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Pick your fallback from the dropdown, and optionally add a tag to it - same as on a rule, so your external apps can pick up uncategorised orders too.

Wait Time is how long the system holds a new order before your rules are applied.

The Wait Time Before Execution setting and its dropdown.
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The window exists so customers who cancel or change their order shortly after placing it are handled before automation kicks in. It saves you from spending a call - or a shipment - on an order that was about to be cancelled anyway.
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Set it from the Wait Time Before Execution dropdown at the bottom of each playbook.

Once your rules, Fallback Action and Wait Time are set for both playbooks, click Activate in the footer.

The page footer with the Cancel and Activate buttons.
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From that point, every new order routes itself. You can come back and edit anything at any time.

​❓Can an order match more than one rule?
It can, but only the first matching rule from the top is applied - everything below it is skipped for that order. Use Edit Sequence to make sure your most specific rules sit highest.
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❓What if two rules have overlapping order value ranges?
The higher rule wins for any order in the overlapping range. That’s sometimes exactly what you want. If it isn’t, adjust the ranges or reorder the rules.
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❓Do I have to set up both COD and Prepaid?
No. Each playbook works independently. Configure one and disable the other if that suits your business.
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❓What happens to orders already in progress when I change a rule?
Changes apply to orders received after you save. Orders already processed keep the outcome they were given.
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❓Is Cancel Order reversible?
No. Once an order is auto-cancelled it cannot be restored.
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❓Can I edit the suggested pre-set rules?
Yes. They’re a starting point, not a fixed template. Change the thresholds, change the actions, or delete any you don’t need.
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❓Can one rule apply more than one tag?
Each rule carries one tag. If you need an order to trigger several downstream actions, have your external app branch on the single tag rather than trying to stack tags on the rule.
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❓Will tags from the Playbook conflict with tags already on my orders?
Playbook tags are added to the order alongside anything already there. Pick tag names that don’t collide with tags your store or other apps are already writing.

If you need more assistance, reach out to your account manager or start a chat with our support team.
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