Handle an order
Every booking made on your storefront lands in one of five lists, and the flow through them is the same: find it, read it, act if action is yours to take.
Step 1 — Find it
| The booking is a | Open |
|---|---|
| Flight | Flight Orders |
| Hotel | Hotel Orders |
| Tour | Tour Orders |
| Activity | Activity Orders |
| Visa application | Visa Requests |
| Payment link payment | Incoming Payments |
Each list searches by the identifier a customer is most likely to quote:
| List | Search by |
|---|---|
| Flight orders | Order number, receipt number, user |
| Hotel orders | No search — a single list, newest first |
| Tour orders | Order number, total price, passenger national ID, tour title |
| Activity orders | Order number |
| Visa requests | Country |
All of them except hotel orders filter by status and sort by newest or oldest. Order numbers in the lists are click-to-copy.
Receipts searches by receipt number, tracking code and total price, and shows the line items. Use it to get back to the order.
Step 2 — Read the details
View details opens everything about the booking on its own page, and Back to orders returns you to the list. The layout differs per product, but you always get:
- The order number, the customer or their contact details, the total and when it was created
- The money figures for that product — for flights, base and final prices with markup or commission by passenger type; for activities, a price breakdown and a profit distribution; and Our profit on flights, hotels and activities
- The travellers on the booking
- The product itself — flight segments, hotel rooms, tour schedule, activity timeslot
Flight orders also show each flight's refund rules and provider.
Step 3 — Act, if it is yours to act on
Tour orders — you confirm the ones paid on site
A tour paid in Cash or by Card number arrives Pending and stays there until you move it; nothing was charged and no seat is held. A tour paid through the Payment gateway confirms itself when the payment goes through.
- Open Tour Orders.
- Filter to Pending.
- Check the passenger count against the departure's remaining capacity, and read the booking and passenger answers.
- Use Change status → Confirm or Cancel. Confirming takes the seats and emails the customer their booking confirmation; cancelling releases the seats.
Leaving pay-on-site tour orders unattended is the most common operational mistake on the platform. Filter to Pending daily.
Visa requests — you drive these
A visa request alternates between you and the customer until it reaches Issued or Rejected.
- Filter to Awaiting seller.
- Read the summary, the applicants, the uploaded documents and the conversation.
- Choose a target status, write a note to the customer, and for an issued visa record each applicant's visa status, visa number, issue and expiry dates, information and file.
Two rules: a request cannot be updated until its payment status is Paid, and Issued and Rejected are final.
Flight, hotel and activity orders — you watch these
These are confirmed by the airline, hotel or supplier. Your job is to download documents and answer questions.
| Product | Download |
|---|---|
| Flight | Download ticket |
| Hotel | Download voucher |
| Activity | Download voucher |
The download appears only once the document has been issued, which happens after the order is confirmed. It is on the row in the list and at the top of the order's own page.
On flight and hotel orders, a badge next to the status follows the document: Issuing while the system keeps checking with the airline or supplier, for up to 24 hours after payment; Issued once the download is available; Issuance delayed when nothing was issued within 24 hours, in which case the order stays paid and confirmed. While an order is still waiting for its document, the list and the order's page show Live updates and change by themselves as soon as it arrives, with no need to reload.
Getting told about orders as they happen
Order Notifications emails you when an order is placed, and again when it is completed: the ticket or voucher issued, a pay-on-site tour confirmed, a visa issued. Your email carries the order number, amount, customer contact details and a direct link to the order in the panel — deliberately more than the customer's copy.
Tours paid through the payment gateway and payment links are complete at payment, so for those only the order-placed email is sent.
Voucher Copies separately copies you on the tickets, vouchers and order confirmations that go to customers.
Scenarios
"I paid but I have no ticket"
Find the order. If it is Confirmed with no download yet, the airline, property or supplier is still issuing the document; on a flight or hotel the badge reads Issuing. If the badge reads Issuance delayed, nothing was issued within 24 hours of payment and the system has stopped checking; there is nothing to push from the panel. If it is Pending, the payment has not gone through. If it is Cancelled, see the next scenario.
"I was charged and my booking was cancelled"
The airline, property or supplier could not issue the booking, or the airline changed the price after payment. The money went back to that customer's own wallet on your storefront, and applies automatically next time they book — no second charge. They were emailed that the booking could not be issued. If they used a coupon, it is not given back: the refund is the full price of the order, coupon money included. Points the order earned in your customer club are taken back.
→ Get paid
"Can I cancel this?"
You can cancel a tour order paid in cash or by card number yourself, via Change status. Flight, hotel and activity orders are cancelled through the supplier's rules — flight orders carry the refund rules that apply.
A tour order is for more people than are left on the departure
Do not confirm it. The panel refuses the change when the departure's remaining capacity is lower than the travellers booked on it. Check the departure's capacity under the tour's schedule times, and cancel the order or contact the customer.
The customer wants a review taken down
Hotel reviews are moderated in Hotel Comments; tour reviews in Tour Reviews, where you can also reply publicly.
Important notes
- Order lists are read-only except where stated. You cannot edit a booking's details, passengers or price after the fact.
- The money breakdown is historical. It shows what happened on that booking, not what your current markup rules would produce.
- Cancelled orders stay in the list.
- Access is per product. A role with flight order access but not hotel order access sees only one list.
Related
- Order statuses — what each state means
- Receipts — the money record
- Order Notifications · Voucher Copies