Order Manager - Managing Orders

This guide outlines the various tools available in the Order Manager to be able to perform post-booking updates

Hopefully you have read our getting started guide to your Order Manager and understand the basics on searching/finding orders, the data available within an order and the different statuses. This guide outlines the various tools available in the Order Manager to be able to perform post-booking updates.

Changing Order Status

To change the overall status on an order, you can simply select a different status from the dropdown on the top-right of the order overview panel as seen below.

This table outlines what each of the order statuses mean

Updating Customer Information

To update any of the customer information on an order, click the "Edit" button on the right of the customer panel. Please note that this will not update the CRM record for this customer, only the contact details for this order.

Updating Order Products/Items



To update any of the items in the order, click the "pencil" icon on the right of the product/item you want to edit.

We allow the following fields to be updated on an item - please note that we do not support altering the booking data:

• Booking Reference - if you manually booked this with a supplier, you can enter the booking reference in this field
• Supplier Price - the price that you will be billed by the supplier for this item (eg. nett cost)
• Supplier Price Currency - the supplier selling currency (this may differ from the selling currency)
• Selling Price - the price you sold this item to the customer - be aware that updating this field may conflict with the item data stored in the product information (eg. price breakdowns). Please note that updating this field will not alter the amount paid by the customer. Any change in price will need to be handled manually by your accounts team to either refund the difference or manually take further payment for any increase in price.
• Status - similar to the overall order status above, you can update the individual item status. IMPORTANT: This just changes the status on our side, it does not cancel the booking with your suppliers.



Cancelling Products/Items

To cancel an item within an order, you need to click the "cross" icon on the right of the relevant order item. This will only appear for a confirmed item and it will open a popup for you to view cancellation policies and enter cancellation information before attempting to cancel the product with the supplier. Please note that not all suppliers support cancellations via their API, so you will be informed of this when you attempt to cancel.

The popup will ask for a cancellation reason, which may be passed to the supplier (if supported) via their API, and ask you to confirm the cancellation before proceeding. If it fails to cancel with the supplier, you will be informed of the reason as an error message and may need to contact the supplier directly to cancel the booking.

Sending Customer Order Confirmation Email



After you have updated any information, you may wish to resend the confirmation email to the customer. At the very top of the order view page is a "Send Email Confirmation" button - this opens a popup asking you what email address to send the confirmation to and will be pre-populated with the customer email address. You can send to multiples with a comma-delimited list.

Sending To Your Backoffice



If you have a backoffice provider connected in your suppliers, you can click on the "Send To Backoffice" button - this will re-send any information updated in the order to your backoffice provider. Please note: not all backoffice providers allow updates via their API, so if you have previously send the order to the backoffice, you may need to manually update it directly in your backoffice system