Work an order

An order is what a customer bought, and the Orders screen is where you find one, check whether it has been paid, and act on it.

Payment status and order status are two different things and the screen keeps them apart on purpose. An order can exist without being paid — that is what a payment link is for — and marking it complete does not take any money. Read the Payment Status column before you tell a customer anything about their money.

1. Open Orders.
2. Use Search orders to find the order by number, customer name or email.
3. Open the order to see Order Details: the items, the totals, the payment method and the payment status.
4. Check Payment Status. Paid means the money is recorded; anything else means it is not, whatever the order status says.
5. Select Print Order or Print Invoice when the customer needs paperwork. These print the order as it stands, so check the details first.
6. Select Email Client to send the order to the customer's address on file.
7. For an order that was meant to be paid by link, use Copy Link, Resend Link or Cancel Link rather than creating a second order.

Order Number

The reference to quote to a customer

Payment Status

Whether money has actually been recorded

Payment Method

Card, cash, pay in store, payment link or external terminal

Customer

A named client, or an anonymous checkout

An order can also be cancelled without being refunded, and the two are separate actions for a reason: cancelling stops the fulfilment, refunding returns the money. Doing one and telling the customer you did the other is the mistake this separation exists to prevent.

If a customer says they never received their order email, send it again from the order rather than retyping it. The order already holds the items and the total, and a retyped confirmation is a second version of the truth that will eventually disagree with the first.

An order taken at the counter appears here too, with POS as its source. That is deliberate: one list of what was sold, whichever screen sold it.