Order statuses
Every booking has a status. Which statuses exist, and whether you can change them, depends on the product — because for some products you are reselling someone else's inventory and for others you are the supplier.
The general shape
Pending means the order exists but is not yet paid — or, for a tour paid on site, not yet accepted by you. Confirmed means it is paid and booked. Cancelled means it will not happen.
For flights, hotels and activities, the ticket or voucher is issued after the order is confirmed; the download appears once it has been. The system keeps checking with the airline, property or supplier for up to 24 hours after payment. On flight and hotel orders, a second badge next to the status follows the document: Issuing, Issued, or Issuance delayed when nothing was issued within 24 hours, in which case the order stays paid and confirmed. If the airline, property or supplier cannot honour a paid booking, the order becomes Cancelled and the customer's payment goes back to their wallet on your storefront.
Who changes the status
| Order type | Statuses | Who moves it |
|---|---|---|
| Flight | Pending · Confirmed · Cancelled | The platform and the airline. You watch. |
| Hotel | Pending · Confirmed · Cancelled | The platform and the hotel supplier. You watch. |
| Activity | Pending · Confirmed · Awaiting supplier confirmation · Cancelled | The platform and the supplier. You watch. |
| Tour | Pending · Confirmed · Cancelled | Paid through the payment gateway: the platform, at payment. Paid in cash or by card number: you. |
| Visa | Its own five-state flow, below | You, in step with the customer. |
A tour whose schedule plan is paid in Cash or by Card number arrives Pending, with nothing charged and no seat held. It stays there until somebody on your team opens it and changes the status. A tour paid through the Payment gateway confirms itself when the payment goes through.
Activity orders have an extra state
An activity order can be paid and successful from the customer's side while the supplier has not yet confirmed it. The panel shows that as Awaiting supplier confirmation, and the order details carry a Supplier confirmation field reading either the confirmation time or Awaiting confirmation.
It is a display state rather than a filter: the status filter offers Cancelled, Pending and Confirmed. To find orders still waiting on a supplier, filter to Confirmed and read the badges.
Visa requests
Visa requests have their own flow, because a visa is a conversation rather than a single transaction. A request enters the flow at Awaiting seller once it is paid.
| Status | Meaning |
|---|---|
| Awaiting seller | The ball is with you — review documents, ask for more, or move it on |
| Awaiting customer | You have asked for something; the request waits for them |
| Issuing | Accepted and in progress |
| Issued | Done. Per-applicant visa details and files are recorded |
| Rejected | Refused |
Two rules constrain this screen:
- A request can only be updated once its payment is settled. Until the payment status is Paid, the update form is unavailable.
- Issued and Rejected are final. A request in either state can no longer be updated.
A separate payment status runs alongside the request status: Unpaid until the customer pays, then Paid. Both are filterable.
What you can do in each state
| State | Available to you |
|---|---|
| Any order | View details, copy the order number, read the money breakdown |
| Flight, confirmed and ticket issued | Download the ticket |
| Hotel, confirmed and voucher issued | Download the voucher; copy the confirmation number and voucher code |
| Activity, confirmed by the supplier | Download the voucher; copy the provider reference |
| Tour paid in cash or by card number | Change status — confirm or cancel, at any time |
| Visa, paid and not final | Update status, write a note to the customer, record per-applicant results, upload the visa file |
Download actions appear only once the document has been issued. Until then there is no download, on the row or on the order's own page.
Tours have a second kind of state
Do not confuse the order status with the departure state. A tour departure — a schedule time — has its own lifecycle:
| Departure state | Meaning |
|---|---|
| Planned | Open for booking |
| In progress | Currently running |
| Completed | Finished |
| Cancelled | Called off |
| Capacity full | Sold out |
When you delete departures in bulk, any that already have bookings are kept. Cancel those instead.
Tours and their schedule plans also carry an approval status — Approved, Pending Review or Change Requested — which is about whether the product may be sold at all, not about any single booking.
Related
- Handle an order — what to do when an order needs attention
- Order Notifications — get an email the moment an order arrives
- Receipts — the money record behind each order