Orders

What it is for

The Orders screen lists everything customers have bought from you — through the online shop, a form, a funnel, a CRM sale, and orders imported from FAPI. For each order you see what the customer bought, whether they paid, which documents were issued, which emails and reminders went out and whether you have handed over the goods or access. You manage orders here — change the status, payment method, sales rep and note, and for instalment sales the individual instalments.

Where to find it

In the left menu click Sales, then Orders in the expanded list (address /dashboard/store/order). Click an order's row to open its detail.

Sales also holds the related screens Payment reminders (the log of sent reminders, see Payment reminders) and Exports (see Exports).

Before you start: where orders come from

You cannot create an order by hand in Orders — there is no add button. An order is created by itself when a customer buys:

Source (filter Source)	When it is created
Online shop	the customer completes a purchase in the public shop
Form	the customer submits a form that sells a product
Funnel	the customer buys in a funnel step
CRM sale	the customer buys through a form a sales rep shared from CRM
FAPI import	the order arrived through the FAPI sync
Manual order	the value exists in the filter, but no screen creates it today

For orders to be created and paid you need:

1. at least one published product with a price in the order's currency — Products,
2. a connected payment gateway if customers pay by card — Payment gateway,
3. a connected invoicing provider if you want proforma invoices and invoices — Invoicing,
4. a form, funnel or the public shop where the product is sold — the whole chain is in How to start selling a product.

To see the list you need the right Sales → Orders → View, to change anything Sales → Orders → Edit (see Who can do this).

What I see on the Orders screen

The Sales → Orders screen shows, top to bottom:

1. The header with the title Orders and, top right, the Export CSV button (only with the export right).

2. The figures strip:

   • Total Paid · EUR (and one more currency, two at most) — the sum of paid orders, noted excluding FAPI orders,
   • Total Orders — with the number paid (Paid: N),
   • Awaiting payment — the number of unpaid orders,
   • Cancelled — the number of cancelled orders.

   On a phone the strip is folded under Statistics.

3. Status tabs All, Awaiting payment, Paid, Cancelled — each with a count.

4. Search with the text Search order, customer, product, SKU or invoice… and the Filters button.

5. The orders table with pagination below it (Rows per page 10, 25, 50 or 100).

Table columns:

Column	Meaning
Order	the order number (format YYYYMM-NNNNN; FAPI imports start with FAPI-)
Customer	the customer's name with their email below
Created	date and time the order was created
Total	the order total with currency, VAT included, after discount
Payment	payment method: Cash, Credit card or Wire
Status	payment status: Awaiting payment, Paid, Cancelled (for instalments also the number of paid instalments, e.g. 1/3)
Sales rep	the team member assigned to the order, or —
Issued to customer	Yes / No — whether the customer received the goods or access; - on a cancelled order

At the end of each row there are two icons:

• … (row menu) with Edit — opens the order detail. When some columns do not fit on a narrow screen, the menu also has More info, which shows the hidden columns.
• down arrow — expands the order's items (product, variant, quantity, price) under the row without opening the detail.

How to find a specific order

On the Sales → Orders screen:

1. Type an order number, a customer's name or email, a product name, a SKU or an invoice number into Search order, customer, product, SKU or invoice…. The table filters as you type.
2. To see only orders in one status, click the Awaiting payment, Paid or Cancelled tab.
3. For more conditions click Filters next to the search. The Filter data window opens with:

Filter	What it filters
Product	orders containing the selected products (several can be chosen)
Source	All, Online shop, Form, CRM sale, Funnel, Manual order, FAPI import
Amount from / Amount to	range of the order total
Payment	All, Cash, Credit card, Wire
Currency	All or one of the organization's currencies
Issued to customer	All, Issued to customer, Not issued
Sales rep	orders assigned to the selected team member
Created From / To	creation date range; if To is before From, Invalid range is shown

4. Filters apply at once (Filters update results immediately and stay active when you close this window.). Click Done. Reset in the window clears all filters.
5. Active filters appear as chips above the table. The cross on a chip removes that filter.

Filters, tab and page are stored in the browser address — you can send a colleague a link to the filtered list.

How to open an order's detail

1. In the left menu click Sales → Orders.
2. Click the order's row (or … → Edit in the row).

The detail opens. The header shows the order number (e.g. #202610-00012) with a status label, below it the date, payment method and gateway (e.g. Online payment · stripe). Top right are the document buttons and Change status.

Left column of the detail: Order items, Instalments (instalment sales only), Note, Payment reminders, History. Right column: Customer, Payment with the Issued to customer switch, Billing Address and Shipping Address, CRM and sales context, Sales rep and Ambassador (only when an ambassador brought the order).

What the Order items card shows

The Order items card in the order detail has the columns Product, Qty, Unit price and Total. Each line shows:

• the product name (click it to edit the product),
• the variant — e.g. attribute values, and for a course the access length,
• the VAT rate, e.g. VAT 20 %, or for a sale to another country VAT 21 % (CZ),
• the line discount (code and amount in red) when a discount code was used.

Below the lines are Subtotal, Discount (with the code), Total, a line Incl. VAT 20 % (net …) per rate, VAT regime (Domestic, OSS, Reverse charge or Not a VAT payer) and, for instalments, Bought in instalments — 3 × 100.00 EUR.

Lines are frozen at the moment of purchase. Changing a product's price or name later does not change an existing order.

Order statuses

An order's status in Sales → Orders is about payment:

Status	Meaning	What you can do
Awaiting payment	the order exists, the money has not arrived	mark as paid (if the payment method allows it), cancel
Paid	the payment has been received	nothing on an ordinary order; on an order with running instalments only cancel
Cancelled	the order was cancelled	nothing — the status is final
Refunded	the order was marked as refunded — this status cannot be set on the Orders screen, only through the Ros (AI helper)	nothing — the status is final; the app does not send money back by itself

Whether the customer got the goods or access is the separate field Issued to customer — it is not a status.

An order awaiting payment is never cancelled automatically, however old it is. If the customer does not pay, cancel it by hand.

How to mark an order as paid

A card order paid through the payment gateway is marked paid by the gateway itself. You mark an order paid by hand when the money came in cash or by bank transfer.

Before you start: you need Sales → Orders → Edit. The order must be Awaiting payment.

From the list (cash orders only):

1. In the left menu click Sales → Orders.
2. In the order's row click the Awaiting payment label in the Status column (tooltip Click to change status).
3. Choose Paid.

For a card order the list offers only Cancelled.

From the detail:

1. Open the order detail.
2. Top right click Change status.
3. Choose Paid.

In the detail, Paid is always offered for cash and bank transfer. For an online (card) payment only when the order has an unpaid proforma invoice — the customer may have paid by transfer using its details instead of the card.

What happens after you mark it paid: the order becomes Paid and everything that follows a payment runs: an invoice is issued in the connected invoicing tool (for instalments a document for the instalment), the customer gets a payment receipt email (if enabled in the organization's transactional emails), if the order contains a course the customer gets access (an account is created if they have none), the ambassador's commission is confirmed, the team is notified and, if the order came from a form, that form's paid-order automations run. A paid order can no longer go back to Awaiting payment.

If the order is paid in instalments, marking it paid by hand settles the first instalment and turns off automatic card charging for the rest.

How to cancel an order

Before you start: you need Sales → Orders → Edit. You can cancel an order that is Awaiting payment, or a paid order whose instalments are still running. An ordinary paid order cannot be cancelled.

From the list:

1. In Sales → Orders click the Awaiting payment label in the row.
2. Choose Cancelled.

From the detail:

1. Open the order detail.
2. Top right click Change status.
3. Choose Cancelled.

Cancelling an ordinary order is not confirmed

For an order without instalments the status changes immediately after you choose Cancelled, with no question asked. A cancelled order cannot be restored.

What happens after cancelling: the goods go back to stock; if the order was never paid, the discount code use is given back; an unpaid proforma invoice is cancelled in the invoicing tool; the customer gets an order-cancelled email (if enabled in the organization's transactional emails) and if the order came from a form, that form's cancelled-order automations run. The ambassador programme and CRM are told about the cancellation too.

Cancelling an order with instalments — when the order has running instalments, choosing Cancelled opens the Cancel this order? dialog: The order is marked as cancelled and the remaining instalments stop being charged. Access to the content is not revoked automatically — take it away by hand in the membership area if you want to. Confirm with Cancel order.

How to change the payment method

You change the payment method when, for example, a customer pays cash instead of by card.

Before you start: Sales → Orders → Edit, the order Awaiting payment and a payment method other than cash. You can change it only to cash, not back.

From the list (card payment):

1. In Sales → Orders click the Credit card label in the Payment column (tooltip Click to change payment).
2. Choose Cash.

From the detail (card or bank transfer):

1. Open the order detail.
2. In the Payment card on the right click the payment method (Online payment or Bank transfer).
3. Choose Cash.

You then see Payment type changed to Cash. Mark the cash order as paid as described in How to mark an order as paid.

How to record that the customer received the goods (Issued to customer)

Issued to customer is yours to keep — the app never changes it. Use it for a handed-over parcel or an issued certificate, for example.

From the list:

1. In Sales → Orders click No in the Issued to customer column (tooltip Click to mark as issued).
2. The value turns to Yes and Order marked as issued is shown.

From the detail: in the Payment card click No next to Issued to customer.

How to set it back to No: Yes is locked (tooltip Locked) so it cannot be changed by accident.

1. Click the lock icon next to Yes (tooltip Click to unlock). The icon turns into a pencil.
2. Click Yes (tooltip Click to mark as not issued).
3. The value turns to No and Order marked as not issued is shown.

If you change your mind, click the pencil (Click to lock) and the value locks again. On a cancelled order Issued to customer cannot be changed in the list.

How to assign a sales rep to an order

The sales rep is the team member the order counts for (e.g. in statistics).

1. Open the order detail.
2. In the Sales rep card on the right click Assign sales rep (when none is assigned) or the pencil icon next to the name (to change or remove the sales rep).
3. In the Assign sales rep window choose a team member. Members with access to CRM are offered. To remove the sales rep, clear the field (the cross at the end of the field).
4. Click Save. The button becomes active only once you change the selection.

After saving you see Sales rep assigned, after removing Sales rep removed. The change is recorded in History as Sales rep changed.

How to add or edit an order note

1. Open the order detail.
2. In the Note card click the pencil icon on the right.
3. Write the text and click Save.

The note is internal — the customer does not see it. It can be at most 500 characters long; a longer note is not saved and Failed to update order appears. Without Edit the card is shown only when a note exists.

How to open the invoice or proforma invoice

Documents are issued in the connected invoicing tool (see Invoicing). In the order detail open them with the buttons top right:

Button	When it is shown	What it opens
Proforma invoice	a proforma invoice was issued for the order (not for instalments)	the proforma PDF — a request for payment
Invoice	an invoice was issued after payment	the tax document PDF
Documents (N)	the order is paid in instalments and has documents	scrolls down to the Instalments card, where each instalment has its documents

The PDF opens in a new window. If it cannot be loaded, Failed to load invoice or Failed to load proforma invoice is shown.

For an order imported from FAPI (number starting with FAPI-) there are instead buttons for the documents FAPI issued: Proforma invoice, Payment confirmation, Invoice, Simplified invoice, Credit note or Document. The button's tooltip shows the document number, its status (Paid, Unpaid, Cancelled, for a credit note Refunded or Refund pending) and the amount. These documents are read-only. If FAPI does not return a document right now, The document could not be opened. FAPI did not return it just now. is shown.

How to manage instalments on an order

The Instalments card is in the detail of an order bought in instalments (setting up instalment sales is in Instalment sales). Each instalment has a row Instalment 1/3 with the amount, status, date (Due … or Paid …) and documents (Proforma invoice, Invoice).

Instalment statuses:

Status	Meaning
Scheduled	the instalment will be charged to the card on its due date
Paid	the instalment is paid and has its own document
Failed	charging the card failed even after 3 attempts and the instalment plan ended; the row shows the attempts (Failed attempts: N). Between attempts the instalment stays Scheduled
Paused	automatic charging was cancelled, the order stays live — the instalment can be settled by hand
Cancelled	the order was cancelled, the instalment will not be collected

Documents for the whole order (not one instalment) are listed under Documents for the whole order.

How to send the customer a proforma for an instalment

Use this when the customer should pay an instalment by bank transfer (e.g. after the card failed).

1. In the order detail, in the Instalments card, click Send proforma on the instalment.
2. In the Send a proforma for this instalment? dialog confirm with Send proforma.

The customer gets a proforma invoice for the instalment amount with bank transfer details. The button is shown only on an unpaid instalment that has no proforma yet, and only when the organization has the proforma email enabled. An instalment can have only one proforma. On error you see The proforma could not be sent.

How to mark an instalment as paid

1. In the Instalments card click Mark as paid on the instalment.
2. Read the Mark this instalment as paid? dialog — if no proforma was sent for the instalment, it warns No proforma was ever sent for this instalment — make sure the customer actually knows the amount and where to pay it.
3. Confirm with Mark as paid.

A document is issued for the instalment, the customer gets a receipt and the plan moves on to the next instalment. If it was the first instalment of an unpaid order, the order is marked paid. On error you see The instalment could not be marked as paid.

How to stop the remaining instalments

1. In the Instalments card click Cancel instalments top right (shown only on an active plan).
2. In the Cancel the remaining instalments? dialog confirm with Cancel instalments.

The remaining instalments stop being charged and are marked skipped (Paused). The order stays paid and the customer keeps access. You can collect the rest by hand with Send proforma and Mark as paid. This cannot be undone. On error you see The instalments could not be cancelled.

What the Payment reminders card in the order detail shows

The Payment reminders card in the order detail lists the reminders sent for the order's unpaid proforma invoice: the wave (e.g. A day before the due date), the date and address (… · sent to …) and the status Sent, Failed or Skipped. When none was sent it says No reminder has gone out for this order yet. When reminders are sent is explained in Payment reminders.

What the History card in the order detail shows

The History card in the order detail records everything that happened to the order, newest first, grouped by day. For example:

• Order created, Order updated, Order status changed, Sales rep changed,
• Payment received, Payment received against advance invoice, Payment failed, Possible duplicate payment, Payment received for a closed order (not applied),
• Advance invoice issued, Advance invoice could not be issued, Advance invoice cancelled, Invoice issued, Invoice sync failed,
• instalment events (Instalment plan created, Instalment paid, Instalment charge failed …),
• Email sent: … (e.g. Order confirmation, Payment receipt, Invoice), Reminder sent: ….

Each change shows who made it (with via support when support acted). Click a row to expand its detail; Expand all / Collapse all does it for every row. Repeated identical events are merged into one row with a count (· 3×); All occurrences lists them. An email with an attachment has an Open PDF link. Technical records are hidden under Show technical records (N).

History is the first place to check whether the invoice or an email went out and why a payment failed.

How to export orders to CSV

Before you start: you need Statistics → Export orders (CSV). Without it the button is not shown.

1. In the left menu click Sales → Orders.
2. To export only some orders, set the status tab and in Filters the Created From / To dates.
3. Click Export CSV top right.

The file orders-YYYY-MM-DD.csv downloads. The export uses only the status and the creation date range — it ignores the search and the other filters. Each order line is its own row (an order with three products = three rows); it contains the order, customer, billing address, invoice number, the line, VAT rate and amounts with and without VAT. If the export fails, Export failed is shown.

The export to Pohoda accounting is on its own screen, Exports.

How to check that orders work

1. Make a test purchase through a form or the shop (e.g. cash, or a low-priced product).
2. In Sales → Orders the order appears at the top as Awaiting payment (a card payment shows Paid once paid).
3. In the detail's History check Order created and Email sent: Order confirmation; with invoicing also Advance invoice issued.
4. After marking it paid you see Payment received, Invoice issued and the receipt email; the Invoice button appears in the header.

Who can do this

Rights are set in a role's permission matrix:

What you want to do	Right needed
see the order list and detail, reminders	Sales → Orders → View
change status, payment method, Issued to customer, sales rep, note, manage instalments	Sales → Orders → Edit
export orders to CSV	Statistics → Export orders (CSV)

Without Edit the status, payment and issued labels are read-only and Change status is missing. Links to the client in Customer and CRM and sales context work only with the CRM clients right.

Common questions and problems

Why is there no Change status button in the detail? The order is Cancelled or Refunded (final statuses), or Paid with no running instalments, or you lack Sales → Orders → Edit.

Why is Paid missing from the status menu? In the list Paid is offered only for cash orders. In the detail, for an online payment, only when the order has an unpaid proforma invoice. Card payments are confirmed by the payment gateway. If you received the money another way, change the payment method to Cash first (how).

Message "Order … is paid and cannot be cancelled; mark it as refunded instead". An ordinary paid order cannot be cancelled. The app does not send money back — refund in the payment gateway or by transfer, and issue the credit note in the invoicing tool.

Message "Order … changed in the meantime; load it again and retry". It appears when you change the status in the Orders list. Someone else or the payment gateway changed the status in the meantime. Reload the page and try again.

Message "Failed to update order status" in the order detail. When a status change fails, the order detail shows only this generic message, without the reason. Most often the payment gateway paid the order in the meantime, a colleague changed it, or the proforma invoice that made Paid available was cancelled. Reload the page, check the History card and try again.

The customer paid by card but the order is still awaiting payment. Look at History — Payment failed means the payment did not go through. If there is nothing, the gateway has not sent its confirmation yet; the app keeps asking for it by itself. Check the webhook settings in Payment gateway.

Why does Total Paid in the strip not match the table? The strip leaves out orders imported from FAPI (noted excluding FAPI orders) and shows two currencies at most.

Can an order be deleted? No. Cancel an order that should not go ahead.

Can the customer's email or address on an order be changed? The order detail has no button for it.

Did the stock come back after an unpaid order? Stock is deducted when the order is created and returns only when it is cancelled. Cancel the unpaid order if you want the items back.

Related

• Payment reminders — reminders for unpaid proforma invoices
• Exports — export to Pohoda
• Products — what is sold
• Discount Codes — discounts on orders
• Payment gateway — card payments
• Invoicing — proforma invoices and invoices
• Instalment sales — setting up instalments
• VAT — VAT rates and regime
• How to start selling a product — the whole path from zero
• Finance — revenue over time