Order card
The workplace for a single order: this is where it is carried from arrival to handover. An order is split into three tracks, because they lead their own lives and often disagree:
- fulfilment: status, delivery, timing;
- money: payment, held funds, capture, refunds;
- the order itself: items, totals, the customer.
How to open it
In the order list click the order number or choose the View action.
What you can do
- Change the order status
- Edit items, prices, delivery and the total
- Correct the customer's contacts, address and delivery and payment methods
- Capture held funds, release a hold, issue refunds
- Mark a payment manually
- Print the order form, the kitchen slip and the label
- Leave notes for colleagues and read the change history
- Cancel and restore an order
What is actually available depends on permissions: a staff member with the Operator role gets neither item editing nor money operations. Roles are configured in Staff.
The interface
The header shows the order number and date.
Changing the status
There are two ways to change a status, and both lead to the same result.
With the header button. "Move to ..." pushes the order one step forward, the most common action. The arrow next to it opens the whole status directory: from there the order can go anywhere, including backwards. Going back is deliberately allowed: orders do come back, and forbidding it would make people lie to the system.
With the track under the header. It also shows where the order stands: passed steps are highlighted, the current one is filled green. Any other step can be clicked.
If the shop has no order statuses yet, a hint with a link to creating them stands in place of the track: there is genuinely nowhere to move the order, and staying silent about it is worse than saying so. Statuses are created in the "Taking orders" settings, the Statuses tab.
If funds are held against the order, the main green button becomes the capture: a hold expires, and that matters more than moving the status along. The status button does not disappear, it simply stops being green.
The other header actions
Edit and Cancel sit next to it; printing, the return to the list and restoring are tucked into the More menu.
Cancelling asks for confirmation and lists the consequences for this particular order: whether held funds come back, whether promo codes are released, whether bonuses are rolled back.
Totals and money
The order total is the largest number on the page, with a breakdown under it: items, delivery, discount, bonuses, captured, refunded. If the total was set by hand, the calculated one and the reason are shown next to it: a discrepancy should be visible rather than discovered during reconciliation.
To the right of the total is the payment state. The block shows the payment state separately from the "paid" mark, and that distinction matters. With two-stage payment the shopper's money is held but not yet handed to the shop: it can be captured in full, captured for less, or released. A hold has a deadline, shown as a countdown, because after it the money goes back to the shopper automatically.
The buttons depend on what the payment provider supports. If it cannot refund through the cabinet, the refund button is replaced by "Record a refund": the refund is made in the provider's own console, and recorded here so that the order's figures add up.
"Record a payment" is for money that arrived outside the payment provider: cash, by invoice, by transfer. The cabinet does not ask for a justification, since the operator is recording something that already happened, but it does offer an optional payment document number: the number of a payment order, a receipt or a cash slip. It stays with the order and in the history, and it is exactly what the payment is found by when, six months later, somebody asks whether the money ever arrived. The reverse action is called "Undo the payment record" and requires a reason: it is an error correction, not a routine operation.
Below is the list of refunds against the order, with amounts, reasons and authors.
Editing an order
The Edit button opens edit mode: it takes the place of the items and totals so that the same lines are not shown twice with different figures. The reference column on the right stays: the customer's phone is needed at exactly this moment. Changing the status is unavailable while editing: it would move the order out from under the edit being prepared. This is not field editing: the order may be paid, bonuses may be accrued against it and a promo code redeemed, so the consequences are visible before saving.
The form is split into sections. Order items is open straight away, the rest are collapsed. A collapsed section shows not a heading but a summary of its contents, "Courier · 300 ₽ · Card online", so you do not have to hunt for a field by opening everything.
Order items: lines, quantities and prices. Quantity and price accept numbers only. A product is added with the "Add product" button, which opens a search by name and article showing a photo, article and price next to each product. The window does not close after adding: products are usually added in batches.
The search here is the same one the shopper uses in the app: it understands word forms, searches by article and copes when you typed in the wrong keyboard layout. If the search engine is unavailable, search keeps working against the database, by name and article.
Delivery and payment: delivery method, location, price with a recalculate button, payment method, returnable packaging. The location sits next to the price for a reason: with most handlers the price is calculated from it.
For pickup a point selector appears. It works both for the shop's own points of sale and for a carrier's pickup points: the list is pulled by the chosen delivery method and location. If the point from the order is no longer in the list (it closed, or the city changed), it stays in the selector as a separate row: an order must not silently lose its handover address.
Customer details: contacts, address, company details and order form fields, grouped by meaning. A mistyped phone and a mixed-up flat number are fixed here, not by a call to support.
Street and house are suggested from an address directory within the chosen location, so "Lenina" does not turn into a thousand options across the country. Suggestions are available for Russian addresses and only help: the value stays free text, and an address that is not in the directory (a new building, a cottage) can still be entered.
- Comments: the customer's comment and the operator's comment, which stays in the history next to this edit.
The set of fields in the form is exactly the one shown on the card. A shop does not collect every possible field, and an operator should not edit what they cannot see.
The total can be set by hand: the pencil next to the total in the bottom bar reveals the amount and reason fields. It is hidden on purpose, since a manual total is an exception, and a permanently open field invites people to type something into it.
A bar pinned to the bottom of the screen shows the money outcome: "Was 1,400 ₽ → Now 1,250 ₽", and what follows from it: collect more, refund, or capture the held funds for the new amount. The edit is applied with one button and one history entry.
One order is edited by one person at a time: if a colleague started, you will see their name rather than create a second version.
The reference column
A narrow column with what needs to be at hand and requires no action: the customer and their contacts, company details, the delivery address or pickup point, the delivery and payment methods, promo codes and the customer's comment. Empty fields are not shown.
The location is shown together with the address rather than on a separate line: delivery is calculated from it, and it should be read where the address is.
Everything else the shopper filled in, the order form fields the shop set up, is collapsed into "N more fields". The same place holds a separate block of the app's technical fields: address registry codes for the street and the location and similar plumbing. They are needed rarely, but when an address is disputed they are the only thing that answers what the shopper actually picked. Nothing is lost, it just does not clutter the view: one tap expands it, on the same page.
In food and water delivery apps, the point of sale, the service zone and the time slot are shown here instead of the delivery method.
An order can carry several promo codes: codes stack unless one of them forbids combining.
Order items
Lines with a photo, the name linked to the product, quantity, price and sum. Names are stored as a snapshot taken at the moment of sale, so an order reads the same after a product is renamed in the catalogue.
For water delivery apps, the amount of returnable packaging to collect from the shopper is shown under the items.
History
Opened with the History button in the header, sliding out as a panel on the right. It is deliberately not on the page itself: history is not needed every day, but would take up space permanently.
Inside is the chronology of everything that happened to the order: status changes, money operations, item edits, events sent out, changes from external systems and staff notes. Every entry shows its author. The feed can be filtered: changes only, money only, messages only.
A note for colleagues is left here too; the shopper does not see it.
Scenarios
Pick an order short and capture less money
- Open the card and press Edit.
- Reduce the quantity or remove the line that was not available.
- Check the bottom bar: it shows the new total and how much goes back to the shopper.
- Leave the "Capture the hold for the new amount" box ticked. If the payment provider does not allow partial capture, the box is absent: the bar says so, and the difference has to be refunded separately.
- Press Apply.
Cancel an order
- Press Cancel in the card header.
- Read the consequences and confirm.
If the shopper's money was held, the hold is released immediately: there is no need to wait for it to expire.
Set the total by hand
- Open the order edit.
- Enter the amount in the "Manual total" field and give a reason (without one it cannot be applied).
- Press Apply.
The calculated total keeps being computed and stays visible next to it. To go back to it, clear the field and apply the edit again.
Limits and caveats
- The cancel button is hidden if the order is already cancelled; a cancelled order can be restored.
- If an external accounting system runs the order, some fields are marked as belonging to it. Their list and the "Remove locks" button are shown above the card, and this is configured in Order sync rules.
- The order total cannot be increased above the held funds: payment providers do not allow it. Take the extra payment separately and record it by hand.
- Not every payment provider can capture less than the held amount: if it cannot, only "Capture in full" and "Release the hold" stay in the money block.
- The countdown to the end of a hold is exact with one provider and calculated from the payment method settings with the others. If the deadline in the cabinet has passed while the money is still held, the cabinet checks with the provider itself and extends the countdown.
- If a promo code is deleted from the directory, it stays in the order marked as deleted: the code and the discount amount are kept, but there is no link to its card.
- Cancelling an order returns its promo codes to circulation: a single-use code can be used again.
- If the order changed while you were preparing an edit, the cabinet warns you. When somebody else's change does not conflict with yours (a colleague changed the status while you were editing the items), the edit applies without questions.