# Orders and customers

Open the shop and choose "Orders" in the menu. The section is visible to the project owner and to team members with the "View orders and customers" or "Process orders" permission. Only a team member with the "Process orders" permission can change orders.

The number next to the "Orders" item in the menu is how many orders currently have the "New" status.

## The order list

| Column | What it shows |
|---|---|
| "Order" | The number and the time the order was placed. A test order has the "test" mark |
| "Customer" | The name, with the phone or email under it |
| "Total" | The order amount and the number of items |
| "Payment" | The payment status |
| "Status" | The order status |
| "Source" | Where the order came from: "Chatbot", "Mini app" or "Manual" |

Order numbers go in sequence within the shop. New orders are at the top.

Above the table are search by number, name, phone or email, and filters by status, payment, source and order dates.

![Shop order list](https://support.jetbot24.ru/_media/en/05-shop/_images/orders.webp?v=1791786050)

## Order statuses

| Status | When to set it |
|---|---|
| "New" | The order has just been placed and is waiting to be taken into work |
| "Confirmed" | The order has been checked and accepted |
| "Packing" | The order is being put together |
| "Shipped" | The order has been handed over for delivery or is waiting at the pickup point |
| "Completed" | The customer has received the order |
| "Canceled" | The order has been canceled by you or automatically — when its time ran out |

Statuses are changed manually, in the order card. Transition rules:

- you can move forward along the chain and skip steps — for example, from "New" straight to "Shipped";
- you cannot go back along the chain;
- any order can be canceled except a completed one;
- a canceled order can only go back to "New";
- "Completed" is the final status and cannot be changed.

Unavailable statuses are disabled in the selection list.

> [!WARNING]
> The "Completed" status cannot be rolled back. Set it when the customer has really received the order.

The platform does not tell the customer when the order status changes. The bot only writes to the customer about a successful payment. Send other messages — "the order has been shipped", "the order is ready for pickup" — yourself.

## Payment statuses

| Status | What it means | Who sets it |
|---|---|---|
| "Unpaid" | No money has been received for the order | By default; manually |
| "Awaiting payment" | The customer has gone to online payment, and the payment system has not answered yet | Only the payment system |
| "Paid" | The order has been paid | The payment system — for online payment; manually — for payment on delivery |
| "Refunded" | The money has been returned to the customer | The payment system — when you made the refund in its dashboard; manually; automatically when a paid order is canceled |

The order status and the payment status are independent of each other: a payment does not move the order to "Confirmed" by itself, and "Completed" does not make the order paid.

## Order card

A click on a row opens the order.

![Order card](https://support.jetbot24.ru/_media/en/05-shop/_images/order.webp?v=1791786050)

**"Order items"** — products with their photo, variant, SKU, price and quantity, with "Products", "Delivery" and "Total" below. The order keeps names and prices at the moment of purchase: if you later change or delete a product, the order stays as it was. The items of a placed order cannot be changed.

**"Customer comment"** — shown if the customer left one.

**"History"** — when the order was placed, who changed the status, payment and details and when. A yellow dot marks notes that need your attention:

| Note | What to do |
|---|---|
| "A payment arrived for a canceled order. Bring the order back or refund the money." | The customer paid for an order that you canceled, or the product is no longer in stock. Decide for yourself: move the order back to "New" or refund the money |
| "The order was paid twice. The extra payment has to be refunded." | Refund the second payment in the payment system's dashboard |
| "One of the payments was refunded, the order stays paid." | The refund went through for one of the two payments — the order is still paid |
| "The payment system did not accept the full payment receipt. …" | Check the receipt settings and click "Try again" |

**"Status"** — choosing the order status and the payment status. Below are the payment method — "online" or "on delivery" — the online payment attempts with their results, and the "Payment link" button. The link and receipts are covered on the [Order payment](https://support.jetbot24.ru/en/shop/payments) page.

**"Customer and delivery"** — name, phone, email, delivery method, address and "Manager comment". All fields except the delivery method can be corrected and saved with "Save". Only shop staff can see the manager comment. The "Customer profile, orders: N" link leads to the customer.

## Cancelling and returning products to stock

When an order is placed, products with tracked stock are taken from stock right away.

- **Cancelling** returns the products to stock. The platform asks for confirmation before cancelling.
- **Cancelling a paid order** also sets the payment status to "Refunded". The platform does not return the money itself — refund it to the customer in the payment system's dashboard.
- **Bringing an order back from cancellation** to "New" takes the products from stock again. If there is no longer enough stock, the order cannot be brought back.

### Automatic cancellation

An order placed by a customer cancels itself if nothing happens to it:

| Order | When it is canceled |
|---|---|
| With online payment | If it is not paid within the time from the "Hours to wait for payment" setting — 24 hours by default |
| With payment on delivery | If it has not been moved out of the "New" status within 3 days |

The deadline is shown in the order card: "If the order is not paid by …, it will be canceled and the products returned to stock". A paid order and an order taken into work are not canceled when the time runs out.

If the payment arrives after an automatic cancellation, the order goes back to "New" by itself — provided the products are still in stock.

## Create an order manually

An order taken by phone or in a chat is placed in the dashboard:

1. In the "Orders" section, click "Create order".
2. Find a product by name or SKU. For a product with variants, choose a variant. Enter the quantity.
3. In the "Customer and delivery" block, choose a customer from the base — the name, phone and email are filled in — or enter the details of a new one.
4. Choose a delivery method, enter the address and a comment.
5. In the "Total" block, mark the payment: "Unpaid" or "Paid".
6. Click "Place order".

A manual order is not checked against the required fields and the minimum amount from the shop settings — only the name is required. The products are still taken from stock, and a product that is out of stock cannot be added. A manual order is not canceled automatically. No notification about it is sent to the team.

Only products with the "Visible" status appear in the search. An order can have up to 100 different products.

## Test orders

An order placed in the preview of a bot or a mini app is a test order. In the list it has the "test" mark, and in the card there is the explanation "Test order from the preview: it is not counted for customers".

A test order:

- does not take products from stock;
- does not create a customer and does not go into their history;
- is not counted in analytics or in the new order counter;
- does not trigger a new order notification.

This way you can check the whole customer journey without spoiling stock and reports.

## Customers

The "Customers" section is a base that builds itself from orders. You do not need to add customers separately: "Customers appear with the first order".

The platform recognizes a customer by the bot contact, by the mini app user, by phone or by email — and puts their orders from different channels into one profile. Missing details are added to a recognized customer, but the name, phone and email already recorded are not overwritten.

The list shows the name, the number of orders, the "Paid" amount and the date of the last order. Search is by name, phone or email. Sorting: "By last order", "By number of orders", "By amount spent", "Newest first".

![Customer list](https://support.jetbot24.ru/_media/en/05-shop/_images/customers.webp?v=1791786050)

The customer profile has all their orders and the "Name", "Phone", "Email" and "Note" fields. A team member with the "Process orders" permission can edit them.

Canceled orders are not counted in the customer's number of orders, and only paid orders are counted in the "Paid" amount.

## Limits for customers

So that one person cannot take up the whole stock with unpaid orders, the mini app has limits: no more than 5 orders per hour from one user and no more than 3 new unpaid orders at the same time. When the limit is exceeded, the customer sees "Too many orders in a row. Please try again later." There are no limits in the preview.

A cart can have no more than 100 different products, and the quantity of one product is up to 9999.

## If something does not work

| Message | Cause |
|---|---|
| "The order cannot be moved from "…" to "…"." | The transition is not allowed by the rules: for example, from "Completed" or backwards along the chain |
| ""…": only N in stock." / ""…" is out of stock." | There is not enough stock — when placing the order or when bringing it back from cancellation |
| ""…": choose a product variant." | A product with variants got into the order without a chosen variant |
| ""…" cannot be bought right now." | The product or variant is hidden or deleted |
| "The cart changed while the order was being placed. Please check it again." | The customer pressed the checkout button twice or changed the cart in another channel. The second order is not created |