> ## Documentation Index
> Fetch the complete documentation index at: https://docs.relyant.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Orders

> Track Point of Sale and Online Shop orders, update payment and fulfillment, and process refunds and exchanges

**Orders** lists every sale from the register and the online shop. Each order carries three separate statuses: the order status, the payment status, and the fulfillment status.

> [!NOTE]
>
> **Required permission:** read access to orders to view them, and update access to change statuses, refund, exchange, or cancel. Attaching or removing payment proofs needs the separate **manage payment proof** permission.

## Views and filters

In the sidebar, under **Sell**, click **Orders**. Switch between three views:

* **List** — a searchable table of orders.
* **Board** — cards in columns. Click the board settings to choose what the **Columns** and **Rows** represent (fulfillment status, payment status, order status, or channel) and the **Ordering** (**Newest first**, **Total (high–low)**, or **Order #**).
* **Calendar** — online orders placed on their scheduled pickup date, by **Week** or **Month**.

The page refreshes on its own when an order is placed, paid, or updated, so new register and online shop orders appear without reloading.

Filter by **Status**, **Storage Location**, **Payment Method**, **Payment Status**, **Fulfilment Status**, **Channel** (**Point of Sale** or **Online Shop**), and **Created Date**. Click **Export Orders** to download a CSV for a date range you confirm.

## Statuses

| Status type | Values |
| - | - |
| **Order status** | **Pending**, **Completed**, **Cancelled**, **Refunded**, **Partial Refund**, **Exchanged**, **Partial Exchange** |
| **Payment status** | **Unpaid**, **Awaiting payment** (handed to a payment gateway), **Confirming payment**, **Paid**, **Refunded**, **Voided** |
| **Fulfillment status** | **Unfulfilled**, **Ready**, **Fulfilled**, **Cancelled** |

Register sales made with **Deduct immediately** start as **Completed**, **Paid**, and **Fulfilled**. Online Shop orders, and register sales made with **Reserve first**, start as **Pending** and **Unfulfilled** with their stock reserved.

## Work through a pending order

**1. Mark as paid**

For an Online Shop order that's **Unpaid** or **Confirming payment**, review any payment proof the customer uploaded, then click **Mark as Paid**. Fulfillment stays locked until the order is paid.

**2. Mark as ready (optional)**

Click **Update fulfillment**, then **Ready**. Set the **Ready for collection from** date and add an optional note. If the order has a customer email, Relyant emails them.

**3. Mark as fulfilled**

Click **Update fulfillment**, then **Fulfilled**. This deducts the reserved stock and can't be reverted. Tick **Also mark this order as completed** to close the order in the same step. If [digital signatures](https://docs.relyant.app/sell/settings.md#receipts) are on, ask the recipient to sign on screen.

To cancel an unpaid order, open the **…** menu and click **Cancel Order**. Enter an optional reason. Cancelling releases the reserved stock and can't be undone. If the order has a customer email, the reason is included in the cancellation email. A paid order can't be cancelled — refund it instead.

## Refunds and exchanges

**Refund** and **Exchange** are in the **…** menu on any order that isn't **Pending** or **Cancelled** and still has something to give back.

* **Refund item** — select the items and quantities being returned. Returned items go back into stock (or release their hold if the order was never fulfilled).
* **Refund amount** — refund a sum of money without returning items.
* **Exchange** — pick a replacement for each item the customer is swapping. If the replacement costs more, record how the customer pays the balance. If it costs less, choose how you refund the difference.

Choose the refund method and who gave the refund. If the order was paid through a connected payment gateway, the money goes back through that provider. Partial refunds and exchanges set the order to **Partial Refund** or **Partial Exchange**. Each refund appears under **Refund History** with a downloadable receipt.

## Other order actions

* **Print** — download the order receipt as a PDF.
* **Send Receipt** — email the receipt to any address.
* **Additional Information** — click **Edit** to change the checkout question answers.
* **Timeline** — see every change made to the order.

## Report drill-down

When you click a row in a [Sell report](https://docs.relyant.app/sell/reports.md), Relyant opens the orders behind that row on a separate page under **Orders**. The page shows the report filters as chips. Use the **Reports** breadcrumb to return to the same report.

> [card] [Payments](https://docs.relyant.app/sell/payments.md)
>
> Review the payments recorded against orders.

> [card] [Checkout and fulfilment](https://docs.relyant.app/sell/online-shop/checkout-and-fulfilment.md)
>
> What customers see when they order online.


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