> ## Documentation Index
> Fetch the complete documentation index at: https://docs.payreque.st/llms.txt
> Use this file to discover all available pages before exploring further.
# Order Management
> Process and track customer orders from checkout to fulfillment
# Order Management
Manage customer orders from placement through fulfillment. Track payment status, create invoices, and handle order lifecycle efficiently.
## Order Overview
Orders are created when customers purchase products through your shop, payment page, or smart links. Each order contains:
* **Order Number**: Unique identifier (e.g., ORD-1234567890-1)
* **Customer Information**: Name, email, address
* **Order Items**: Products, quantities, prices
* **Payment Status**: Pending, Paid, Failed, Refunded
* **Order Status**: Pending, Completed, Cancelled
## Order Creation Modes
Control when orders are created based on your business needs. This setting is configured per product.
### Orders at Checkout (Default)
The standard behavior where orders are created immediately when a customer starts checkout.
**Flow:**
1. Customer adds products to cart
2. Customer enters checkout details
3. **Order created immediately**
4. Customer registration email sent
5. Order confirmation email sent
6. Customer redirected to payment
7. On payment success: Order marked as paid
8. On payment failure: Order marked as cancelled
**Best For:**
* Products requiring immediate order tracking
* Businesses needing visibility into abandoned carts
* Standard e-commerce workflows
### Paid-Only Orders
Orders are only created after successful payment. No records or emails until payment is confirmed.
**Flow:**
1. Customer adds products to cart
2. Customer enters checkout details
3. Cart data stored temporarily (24 hours)
4. Customer redirected to payment
5. On payment success: **Order created now**, emails sent
6. On payment failure: No order created, no emails
**Best For:**
* High-traffic products with many abandoned checkouts
* Reducing email noise and spam notifications
* Cleaner order data (only paid orders appear)
* Lead generation products where unpaid leads aren't valuable
**How to Enable**: Go to your product settings and find "Order Creation" in the Custom Fields step. Select "Paid-only orders" to enable this mode.
## Order Statuses
### Payment Status
| Status | Description |
| ------------ | -------------------------------- |
| **Pending** | Awaiting payment confirmation |
| **Paid** | Payment successfully received |
| **Failed** | Payment failed or was declined |
| **Refunded** | Payment was refunded to customer |
### Order Status
| Status | Description |
| ------------- | ---------------------------------- |
| **Pending** | Order placed, awaiting fulfillment |
| **Completed** | Order fulfilled and delivered |
| **Cancelled** | Order was cancelled |
## Managing Orders
### Viewing Orders
1. Navigate to **Orders** in your dashboard
2. Use filters to find specific orders:
* Date range
* Payment status
* Order status
* Customer name or email
### Order Details
Click any order to view:
* Complete order information
* Product line items with quantities
* Custom field values submitted by customer
* Payment history and transaction IDs
* Associated invoice (if created)
* Related subscription (for recurring products)
* **Digital downloads** — Download tokens with file name, usage count, expiry, status, and copyable link (for [digital products](/products-and-pricing/digital-products))
### Order Location Tracking
PayRequest automatically detects and displays customer location information for each order. This helps you understand where your customers are located geographically.
**What's Captured:**
* **Country**: Automatically detected from the customer's IP address
* **IP Address**: The customer's IP at time of order
* **Visual Map**: Interactive map showing the customer's country
**How It Works:**
1. When a customer places an order, PayRequest detects their location using Cloudflare headers (most accurate) or IP geolocation services
2. The country code and IP address are stored with the order
3. On the order detail page, you'll see an **Order Location** card displaying:
* Country flag emoji (e.g., 🇪🇸 for Spain)
* Full country name with code (e.g., "Spain (ES)")
* Visual map centered on the country
* Customer's IP address
Location detection uses Cloudflare's geolocation headers when available, providing highly accurate country detection. This works automatically for orders from your shop, payment pages, and smart links.
**Supported Countries:**
The map display supports 24+ countries including all major European countries (Netherlands, Belgium, Germany, France, Spain, Italy, UK, etc.), North America (US, Canada, Mexico), and other regions (Australia, Japan, Brazil, etc.).
**Privacy Note:**
IP addresses and location data are only visible to you as the business owner. This information is not shared with other customers or third parties.
### Creating Invoices from Orders
Invoices can be automatically or manually created from orders:
**Automatic Invoice Creation:**
* Enable in Shop Settings
* Invoice created when order is paid
* Invoice number auto-generated
**Manual Invoice Creation:**
1. Open the order details
2. Click "Create Invoice"
3. Review and customize if needed
4. Invoice linked to order automatically
## Email Notifications
### Orders at Checkout Mode
| Event | Email Sent |
| ---------------- | ------------------------------ |
| Checkout started | Customer Registration (if new) |
| Order created | Order Confirmation |
| Payment received | Order Completed |
| Order cancelled | Order Cancelled |
### Paid-Only Orders Mode
| Event | Email Sent |
| ----------------------------- | ------------------------------------ |
| Checkout started | None |
| Order created (after payment) | Order Confirmation + Order Completed |
| Payment failed | None (no order exists) |
**Reducing Email Noise**: If you're getting too many "Customer registered" and "New order" notifications from abandoned checkouts, switch affected products to "Paid-only orders" mode.
## Order Subscriptions
Manage subscriptions directly from the order detail page. The **Order Subscriptions** card appears when an order contains recurring products.
### Automatic Subscription Creation
When orders contain recurring products:
1. Payment is processed
2. Order marked as completed
3. Subscription automatically created and linked to the order
4. Customer receives subscription confirmation
5. Future billings handled by subscription system
### Creating Subscriptions Manually
If a subscription wasn't created automatically (e.g., manual order entry):
1. Open the order detail page
2. Find the **Order Subscriptions** card in the sidebar
3. Products without subscriptions show a **Create** button
4. Click **Create** to generate a new subscription linked to this order
### Linking Existing Subscriptions
Connect an existing unlinked subscription to an order. This is useful when:
* A subscription was created separately and needs to be associated with an order
* You're reconciling historical data
* A subscription was accidentally unlinked
**To link a subscription:**
1. Open the order detail page
2. In the **Order Subscriptions** card, find "Or link an existing subscription to this order"
3. Use the searchable dropdown to select from available subscriptions
4. The dropdown shows: Product name, Subscription ID, Amount, Interval, and Status
5. Click **Link Subscription to Order**
Only subscriptions belonging to the same customer and matching the order's product types appear in the dropdown. Subscriptions already linked to other orders won't be shown.
### Viewing Linked Subscriptions
Subscriptions linked to an order display with:
* Green background indicating active link
* Product name and pricing
* Current status (Active, Paused, etc.)
* **View Subscription** button to open full subscription details
## Order Tags
Organize and categorize orders using tags. Tags help you segment orders by source, campaign, customer type, or any custom classification.
### Viewing Tags
Tags appear in the sidebar of the order detail page, below Order Notes. Each tag displays with its assigned color for easy identification.
### Managing Tags
1. Open an order's detail page
2. Find the **Order Tags** section in the sidebar
3. Click **Manage** to open the tag modal
4. Select or deselect tags using the searchable dropdown
5. Click **Save Tags** to apply changes
### Creating New Tags
From the tag management modal:
1. Click **Create New Tag**
2. Enter a tag name
3. Select a color
4. Click **Create Tag**
The new tag is automatically selected and added to the order.
### Tag Types
Order tags use the **Order** and **Support** tag types. These are separate from product, customer, or invoice tags, allowing you to maintain organized tag categories.
### Use Cases
| Tag Example | Purpose |
| ---------------------- | ------------------------------------------- |
| **Marketing Campaign** | Track orders from specific promotions |
| **Priority** | Flag orders needing urgent attention |
| **Sales Channel** | Identify source (Website, Social, Referral) |
| **Issue** | Mark orders with problems to resolve |
| **VIP** | Highlight high-value customer orders |
**Bulk Tagging**: For tagging multiple orders at once, use the Orders list view with filters to identify orders, then tag them individually from their detail pages.
## Order Channels
Orders can come from multiple sources:
### Shop Checkout
* Full cart experience
* Multiple products per order
* Custom field collection
* Supports both order creation modes
### Payment Page
* Single product or custom amount
* Quick checkout flow
* Supports both order creation modes
### Smart Links
* Shareable payment links
* Redirects to appropriate checkout
* Inherits product's order creation mode
## Best Practices
Track checkout-to-payment conversion rates to identify issues
Enable for high-volume products to reduce noise, keep default for premium products
Always create invoices for paid orders to maintain financial records
Use tags to organize orders by source, campaign, or customer type
## Troubleshooting
### Order Not Created After Payment
For paid-only mode products:
* Check if payment was actually successful in your payment provider
* Verify webhook is receiving payment notifications
* Order may take a few seconds to appear after payment
### Duplicate Order Emails
* Each order sends one confirmation email
* Duplicate emails may indicate webhook issues
* Check webhook logs in Settings > Webhooks
### Customer Not Found on Order
* Customer was created during checkout
* Check customer list with the email used
* Customer may have used different email than expected
## Related Topics
Set up products with order creation modes
Learn about organizing with tags
Customize your checkout experience
Create shareable payment links