# Orders Follow every store purchase, from payment to delivery in the city, and fix deliveries that failed. Source: https://fivedash.fivex.gg/docs/en/store/orders **Store → Orders** holds everything players bought: the payment, what they picked and the delivery in the city. This is where the team checks that a purchase reached the character, resends a delivery that failed or marks as delivered something handed over by hand. This page is for whoever handles store support. [Video: how to do it in under 20 seconds](https://fivedash.fivex.gg/docs/videos/store-orders-en.mp4) ## Before you start * **Plan:** Orders is on every plan with the Store (Plus, Pro and Ultra). * **Open store:** orders show up after the store finishes setup. See [Store overview](https://fivedash.fivex.gg/docs/en/store/overview). | Action | Level | | ------------------------------- | ---------- | | Orders, buyers and payments | **View** | | Mark as delivered and add notes | **Manage** | **Resend to the city** also needs **Manage**. The **Customer service** preset already comes with **Manage** on **Orders**. ## The order list At the top, four numbers for the last 7 days, compared with the 7 days before: | Number | What it shows | | -------------------- | ------------------------------------------------------------------- | | **Revenue · 7 days** | Revenue from paid orders, day by day, with this week and last week. | | **Paid orders** | How many orders were paid in the last 7 days. | | **Average order** | The average value per paid order. | | **To deliver** | Paid orders waiting for the city, and how many are unpaid. | Below, the list shows 20 orders per page, newest first. | Column | What it shows | | ------------ | ----------------------------------------------------- | | **Order** | Order number and when it was placed. | | **Player** | The buyer's name and game ID (or **no ID**). | | **Items** | What was bought. | | **Total** | The order's amount. | | **Payment** | The payment status. | | **Delivery** | The delivery status in the city (or **No delivery**). | ### Tabs | Tab | Shows | | -------------------- | -------------------------------------------------------------------------------------------- | | **All** | Every order. | | **To deliver** | Paid orders that haven't reached the player: waiting for the city or with a failed delivery. | | **Awaiting payment** | Orders the buyer hasn't paid yet. | | **Delivered** | Delivered orders. | | **Closed** | Refunded or closed without payment. | ### Search and filter In the search box, type **Order no., ID, name or coupon** (for example, `1042`, the player's ID, the name, the Discord handle or the coupon code). Click **Filters** to narrow it down. Filters apply together with the tab and the search, and the tab counts follow them. | Filter | Options | Default | | ------------------ | ------------------------------------------------ | --------------- | | **Period** | **Any date**, **Today**, **7 days**, **30 days** | **Any date** | | **Payment method** | **All**, **Pix**, **Card** | **All** | | **Coupon** | **All**, **With coupon**, **No coupon** | **All** | | **Product** | Any product in the store | **Any product** | | **Order total** | **Minimum** and **Maximum** | No limit | Click **Apply filters**, or **Clear all** to go back to the defaults. "Today" follows Brasília time. ## Order status Each order has a payment status and a delivery status. ### Payment | Status | What it means | | ------------ | ---------------------------------------------------------------------------------------------------------------------------- | | **Awaiting** | The player hasn't paid yet. The order expires on its own if nobody pays (a charge lasts 1 hour). | | **Paid** | The provider confirmed the payment. The city starts delivering. | | **Gift** | Given by the team from **Store → Customers**, with no payment. It's delivered like a paid order but doesn't count as a sale. | | **Refunded** | The money went back to the buyer. | | **Expired** | Time to pay ran out. | | **Canceled** | The payment wasn't completed. | ### Delivery | Status | What it means | | -------------- | ------------------------------------------------------------------------------ | | **To deliver** | Paid, waiting for the city. The city delivers as soon as the player is online. | | **Delivered** | Everything reached the player. | | **Failed** | The payment went through, but the city couldn't deliver. | The payment status always comes from the provider. When a payment is refunded at the provider, the order becomes **Refunded** and whatever the city hadn't delivered yet is canceled (what was already delivered stays). ## The open order Click an order to open its details. At the top, the progress shows **Order placed**, **Payment** and **Delivery**, with a title that sums up the situation: | Title | When it shows | | ------------------------------- | --------------------------------------------------------------- | | **Awaiting payment** | The player hasn't paid yet. | | **Paid, waiting for delivery** | Paid; the city delivers when the player is online. | | **Delivered in the city** | Everything arrived. | | **Delivery failed** | The city couldn't deliver. | | **Refunded** | The money went back to the buyer. | | **Closed without payment** | The payment wasn't made in time. | | **Gift on its way to the city** | Given by the team; the city delivers when the player is online. | | Section | What it shows | | ----------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Items | Each item, quantity, what the player picked and each delivery with its state: **delivered**, **queued**, **failed** or **in the city** (the city already has it and is waiting, for example, for the player to join). | | **Subtotal**, **Coupon**, **Total** | The order's amounts and the coupon used. | | **Player** | Name, **Game ID** and **Discord**, when there is one. | | **Payment** | Provider and method, the provider's payment **Code** and **Paid on**. On gifts, **Gift from the team**. | | **History** | Each step of the order: placed, paid, delivered, failed, resent, marked by hand. | | **Team note** | A note that **only the team sees**, up to 500 characters. | ## Fix a failed delivery When a delivery fails, the order shows the reason the city reported (or **The city didn't confirm the delivery.**). The most common case is a mistyped ID. ### Open the order In **Store → Orders**, open the **To deliver** tab and click the order whose delivery **Failed**. ### Fix the ID, if needed In the **Game ID** field, type the player's correct ID. Leave it as is if the ID was right. ### Resend Click **Resend to the city**. You see **Order #number resent** and **The city is trying again now.** Only the deliveries that failed go back to the queue. What already arrived isn't delivered again. The history keeps **Resent to ID 1234 by you** or **Resent to the city by you**. > The **Resend to the city** button only shows when the failed delivery has an action the city knows how to run. Without it, check the player's ID, hand it over yourself and mark the order as delivered. Anyone without **Manage** sees **Let whoever runs the store know so they can sort out the delivery.** ## Mark as delivered Use this when the team already handed it over in the city. ### Open the order Open an order that is **Paid, waiting for delivery** or **Delivery failed**. ### Mark it Click **Mark as delivered**. You see **Order #number delivered** and the history keeps **Marked as delivered by you**. Only paid orders (or team gifts) can be marked. Every delivery in the order is set as delivered. ## Add a note to the order Under **Team note**, write something like "E.g. agreed with the player to deliver tomorrow." and click **Save note**. The buyer doesn't see the note. ## The buyer's side * **On the store website:** after checkout, the buyer sees the order page. With Pix, it shows the QR code, **Pix copy and paste** and how much time is left (**Expires in**). The page updates by itself once the payment goes through. * **Your account:** anyone who signs in with Discord on the site follows their orders and the delivery in **Your account**. * **On Discord:** anyone who builds a cart on the store's Discord panel gets a payment link. See [Sales channels](https://fivedash.fivex.gg/docs/en/store/sales-channels). * **Notices:** the bot can notify the buyer on Discord when the order is received, paid, delivered or refunded. See [Discord notices](https://fivedash.fivex.gg/docs/en/store/discord-notices). ## FAQ **The player paid but didn't get it. What do I do?** Open the order. If it's **To deliver**, the city delivers as soon as the player joins the server. If it **Failed**, fix the ID and click **Resend to the city**. **How do I refund an order?** Refund the payment in the provider's dashboard (Mercado Pago, AbacatePay or Stripe). Once the provider reports the refund, the order becomes **Refunded**. **The order left the Awaiting payment tab.** If nobody pays in time, the order moves to **Closed** as **Expired** or **Canceled**. **Can I give a product without the player paying?** Yes, from the customer's profile in **Store → Customers**. The order shows up here as a **Gift**. See [Customers](https://fivedash.fivex.gg/docs/en/store/customers). ## Next steps [In-game delivery](https://fivedash.fivex.gg/docs/en/store/in-game-delivery)How the city delivers and when it tries again. [Customers](https://fivedash.fivex.gg/docs/en/store/customers)Who bought, blocks and gifts. [Payments](https://fivedash.fivex.gg/docs/en/store/payments)Providers and charge statuses. [Discord notices](https://fivedash.fivex.gg/docs/en/store/discord-notices)Notify the buyer at every step.