Orders and order settings

The Orders module brings together orders from the point of sale, widgets, and other enabled channels. The menu item appears only when ordering is available and enabled for the business.

Prerequisites

• Ordering is enabled for the business.
• At least one channel, such as the point of sale or a widget, is configured to receive orders.

What you will learn

• how to find an order and understand its status flow
• the difference between cancellation and refunding a payment
• how to check order settings for active channels

Find and open an order

1. Go to Operations → Orders.
2. Open Overview for key figures or Order list to see all orders.
3. Filter by date, status, channel, or payment.
4. Select an order to see its items, customer information, timeline, and payment status.

Do not share screenshots of order details without hiding the customer’s name, phone number, address, and order number.

Typical status flow

An order normally moves through these stages:

1. Received/Pending – the order has been registered and needs review.
2. Confirmed – the business has accepted the order.
3. Preparing – work on the order is in progress.
4. Ready – the customer can collect the order, or delivery can begin.
5. Completed/Delivered – the order is closed.

The available buttons depend on the order type and payment method. Always read the confirmation prompt before skipping a step.

Cancel an order

1. Open the order.
2. Check the payment status and what the customer has already been told.
3. Select the cancellation action and confirm it.
4. Check whether the payment must also be canceled or refunded.
5. Send the customer a clear message if the system does not do so automatically.

Canceling an order and returning the customer’s money are two separate actions.

Refund a payment

Refunds are available only when the payment provider and payment status support them.

1. Open the order and find Payment actions.
2. Check the amount available for refund.
3. Choose a full or partial refund.
4. Confirm the amount and reason.
5. Check the payment log afterward.

Order settings

In Orders → Settings, you can configure which order types the business accepts, its ordering hours, and relevant delivery options. Test every enabled combination as a customer.

Email alerts for new orders

Your business can get an email when an order comes in. Alerts stay off until you turn them on.

1. Go to Orders → Settings and find Email alerts.
2. Turn on alerts for new orders.
3. Choose which sales channels should alert you: online ordering, point of sale, kiosk, or event.
4. Add up to three recipients. The first field suggests the business email address, and you can change it.
5. Save.

Orders paid up front are only announced once the payment goes through, not when the customer opens the checkout. Cash and pay-on-collection alert immediately, and each order alerts only once. The alert states whether the order is paid or whether the amount still has to be collected on handover.

Point of sale and kiosk produce a lot of alerts, and there you are usually standing at the counter anyway. We send at most 30 alerts per hour per business; past that limit you get one summary, and the rest are in the dashboard.

Alert on refunds and cancellations additionally emails you when a paid order is refunded or its payment is cancelled.

If alerts are on and no recipient can be found, nothing is sent and the settings show a red message. A bounced email flags the address so you can fix the typo and save again.

If Orders is missing from the menu

• check that the correct app or feature is installed under Apps or Get started
• check that your industry supports the ordering flow
• check the subscription and your access role
• refresh the page after enabling the feature

Next steps

Read Payments and payment methods or see the refund process in Common workflows.