Order Management

Requires attention

The Requires attention tab lists orders where the payment was received but one or more post-purchase actions (receipt email, course access grant, webhooks, etc.) have not completed within a few minutes. In these cases the customer might not have received everything they bought, so the order needs a manual check.

A counter next to the tab — and on the Order Management item in the sidebar — shows how many orders currently need attention, so problems are visible even from other pages.

To investigate, open the order and check the Post-Purchase Actions section for failure messages. Re-run individual actions from the list, or use Complete Order to re-run everything at once.

Orders Table

Orders are shown in a table. Each row displays:

Filtering

Orders can be filtered by order number, email, first and last name, status, source, tag, and discount code.

Order Details

Clicking an order opens a side panel showing:

• General — offer, total, source, purchased products and prices, any discounts, and VAT breakdown
• Customer — all billing form fields collected from the customer, and analytics consent status
• Payments — all payment attempts with provider, payment method, and status
• Post-Purchase Actions — action execution statuses and any error messages

Actions

Complete Order

Marks the order as Completed manually. If Run post-purchase actions is checked, the actions re-run; the order is marked Completed regardless of whether every action succeeds. Failed actions stay visible in the post-purchase actions list and can be re-run individually.

The confirmation dialog may show additional options depending on the situation:

• Also restore refunded data (total amount, refunded products, and payment status) — shown only if the order has a refund history.
• Use latest configuration — shown only if a post-purchase action has failed. Replaces the failed action's settings with the current configuration before re-running. This change is permanent and cannot be undone.
• Run post-purchase actions — on by default. When unchecked, the order is marked as Completed directly without re-running any actions. Use this when you want to close the order out without re-firing side effects — you can still re-run individual actions later from the order sheet if needed.

Re-run Post-Purchase Actions

Each row in the order's Post-Purchase Actions section has a re-run button. Use it to re-trigger a single action — for example, to resend a receipt email or retry a failed integration call — without re-running every action on the order.

Re-runs work on orders in any status, including Completed and Refunded ones, and can target actions in any state. Re-running a successful action requires confirmation in the dialog because the side effects (email, webhook, course grant) will fire again. If an action is stuck in Running state, the button switches to Force re-run with a stronger warning — use this only when you are confident the previous run is no longer active.

For full details, including the Use latest template option, see Post-Purchase Actions → Re-running Individual Actions.

Refund

Returns payment to the customer in full or in part. Refunds are processed automatically through the original payment provider where technically supported.

Payment methods that support direct refunds:

• Stripe — supports both full and partial refunds
• Paytrail — supports both full and partial refunds
• Epassi — supports full refunds only; partial refunds are recorded in the system but funds are not returned automatically

If the payment method does not support direct refunds, the refund must be processed manually in the payment provider's own dashboard.

Refund form fields:

• Refund amount per product — you can refund each product partially or in full. The form shows the maximum refundable amount per product.
• Refund payments — checked by default. Attempts the refund through the payment provider. Unchecking this records the refund in the order data only, without returning any funds.
• Remove access — shown per product when the refunded amount equals the full product price. Automatically removes the customer's access, such as a Kajabi course grant.
• Remove offer access — shown only if the order has offer- or order-level Kajabi actions. Removes access granted through those actions.