Orders

Administrators track and manage all shop orders on the Service > Shop page > Orders panel. Orders are sorted from newest to oldest, and each one has a unique number within the location (e.g., #30). Open an order a customer placed to see the ordered products and their options and quantity, the buyer, the payment method they chose, and the order’s status.

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Create an order for a customer

Order shop products for a customer when they ask at the front desk, call, or send a message.

1. Go to Service > Shop and click Create order in the top right corner.
2. Under Customer, select the member or nonmember the order is for.
3. Under Products, click Add, select a product option and its quantity, and click Save. Repeat for every product in the order.
4. Optionally, enter a Comment with extra details about the order.
5. Under Payment, select how the customer pays. The list shows the customer’s own payment methods for this order:
   • Invoice — the order is added to the customer’s invoice, even if the customer can’t choose invoice payment themselves.
   • Credits — the order is paid from the customer’s or their company’s credits balance.
   • Card — the customer is charged with a card they’ve already saved. You can’t add a new card for the customer.
6. Click Create order.

The order appears on the Orders panel under the customer’s name, with the New status.

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Manage orders

An order’s status shows how far along its processing is:

• Pending — the payment hasn’t gone through yet. The order becomes New once the payment succeeds, and its status can’t be changed before that.
• New — placed but not processed yet. Orders paid with credits, by invoice, or for free get this status right away.
• In progress — currently being processed.
• Completed — successfully processed.
• Canceled — canceled by the customer or an administrator, or the payment failed or wasn’t completed.

Only administrators can change an order’s status. Click the Status icon next to the order — or open the order and use the Status field — and choose the new status. The customer receives a push notification when their order status changes.

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Cancel an order and issue a refund

To cancel an order — for example, if the product is out of stock or there is an issue with it — set its status to Canceled. You’ll be asked to confirm whether the customer is eligible for a refund; canceling does not refund automatically. If you confirm, the refund is issued automatically. Understand refunds

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Track orders

On the Orders panel, click Add filter and pick a property:

• Filter by Status to see Pending, New, In progress, Completed, or Canceled orders.
• Filter by Category to see orders from a specific shop category.
• Filter by Product to see orders that include a specific product.
• Filter by User to see all orders of a specific customer.
• Filter by Create date to see orders created in a ready-made period, such as Today or Last 28 days, or click Custom to set an exact date or range.

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Export an orders report

On the Orders panel, apply the necessary filters, then click (…) in the top right corner > Export orders as CSV or Export orders as XLSX to download a report on the filtered orders. The report includes each order’s number, create date, and ordered products, its status, payment method, payment amount and currency, and payment status, and the buyer’s contact details.

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FAQs

What do the Pending and Disputed labels on an order mean?

Pending means the payment hasn’t gone through yet, so the order stays in the Pending status. The order is canceled automatically if the payment isn’t completed within 15 minutes.Disputed means the buyer’s bank opened a dispute over the payment.