Orders

An order represents a complete booking in your travel agency. Each order contains all the details for a customer's trip: the bookings (line items), participants (travelers), payments, and invoices. You track everything from the initial draft through final payment and trip completion in one place.

Orders are the central hub of Itsy. Every client interaction, payment, invoice, and piece of trip information connects back to an order.

How It Works

When you create an order, you build it up with individual bookings (like hotel rooms, tours, or flights), add the travelers who are going, collect payments, and generate invoices. The order automatically tracks its financial status as payments come in, and recalculates totals whenever bookings or payments change.

Orders can come from two sources:

• Internal orders are created by your staff directly in the admin system
• External orders are created when customers book through your public booking portal

Each order gets a unique 8-character code (like AB12CD34) that you share with customers and use for quick lookups.

Order Lifecycle

Every order follows a lifecycle from creation through completion:

Order Status

• Draft -- You're building the order. Nothing is confirmed yet. This is the starting state for all orders.
• Pending -- The order is active and waiting for payment or supplier confirmation.
• Confirmed -- All bookings are confirmed and the trip is locked in.
• Cancelled -- The order has been cancelled. Once cancelled, bookings cannot be updated.

Payment Status

Separate from the order status, the payment status tracks how much has been paid:

• No Payment -- Nothing paid yet.
• Needs Deposit -- Waiting for the initial deposit amount.
• Needs Full Payment -- Deposit received, waiting for the remaining balance.
• Fully Paid -- All payments completed. The balance is zero.

Payment status is recalculated automatically whenever a payment is added, refunded, or transferred.

Travel Period

Orders also track where you are relative to the trip dates:

• Pre-Departure -- The trip start date is still in the future.
• In Departure -- The trip is currently underway.
• Post-Departure -- The trip has ended.

This helps you prioritize orders that need attention before departure.

Order Detail Tabs

When you open an order, you see six tabs:

Key Concepts

Bookings

Bookings are the individual line items in an order. Each booking represents one product or service the customer is purchasing. The available product types are:

• Accommodation -- Hotels, vacation rentals, lodges
• Activity -- Tours, excursions, experiences
• Flight -- Air travel
• Transportation -- Transfers, shuttle services
• Rental Car -- Vehicle rentals
• Ticket -- Event tickets, attraction passes
• Insurance -- Travel insurance
• Item -- General items or miscellaneous services
• Accessory -- Add-on items

Each booking has its own dates, pricing, supplier, and confirmation status. You can also apply discounts (percentage or fixed amount off) and markups (additional charges) as special booking types.

Every booking tracks:

• Dates and duration
• Price and quantities
• Supplier and external booking reference
• Confirmation status (uses the same Draft/Pending/Confirmed/Cancelled statuses as orders)
• Public notes (visible to customers) and internal notes (staff only)
• Whether it is visible to customers on the portal
• Assigned participants

You can organize related bookings into booking groups to keep complex orders tidy. Groups can be reordered to control how they appear.

Participants

Participants are the travelers on the trip. Each participant has a type:

• Adult -- Standard traveler
• Child -- May qualify for reduced pricing
• Infant -- Often free or minimal cost

For each participant you collect:

• Full name, date of birth, and gender
• Email and phone number
• Nationality and address information
• Passport details (number, issue date, expiry date, issuing country)
• Notes (public and internal)

One participant must be marked as the primary contact. This person receives all order communications. A primary contact must have an email address.

Each participant also tracks their individual price and payment balance, and can be assigned to specific bookings within the order.

Invoices

Invoices are generated from a snapshot of the order at a specific point in time. Once created, an invoice captures the order's state and does not change even if you later modify the order. Each new modification requires a new invoice.

Invoice statuses:

• Draft -- Being prepared, not sent yet
• Sent -- Delivered to the customer
• Paid -- Payment received in full
• Overdue -- Past the payment due date
• Cancelled -- No longer valid
• Void -- Cancelled for accounting purposes

Each invoice receives a unique number from your workspace's fiscal sequence, and is automatically generated as a PDF stored for download.

Invoices also track their own event log (when they were created, sent, status changes) and can include terms and notes.

Payments

Payments track all money received and refunded on an order. Each payment records:

• The amount and date paid
• The payment provider used (manual entry, Teya, Stripe, Rapyd, or promo code)
• Payment status (Pending, Completed, Error, Refunded)
• The payment origin (Order, Group, Refund, or Transfer)
• Which participant made the payment (optional)

Payments support:

• Refunds -- Record a partial or full refund against a payment. The effective amount updates automatically.
• Transfers -- Move a payment from one order to another. This is useful when a customer's booking changes and you need to reallocate funds.

Deposit Settings

Orders support flexible deposit configurations:

• Allow Deposit -- When enabled, customers can pay a deposit amount instead of the full price.
• Deposit Amount -- The minimum deposit required.
• Fully Paid By Date -- The deadline for full payment.
• Allow Partial Payment -- When enabled (and the deposit is paid), customers can make additional partial payments rather than paying the full remaining balance at once.

These settings come from your workspace defaults but can be overridden on a per-order basis.

Timeline

The order timeline is a complete activity log that tracks everything:

• Order status changes
• Booking additions, updates, and deletions
• Payment events
• Participant changes
• Emails sent (confirmations, payment reminders, receipts)
• Invoice events
• Group assignments
• Cart actions (for external bookings)

Each timeline entry records the action, the staff member who performed it, and when it happened.

Attachments

Both orders and individual bookings support file attachments, allowing you to store relevant documents directly alongside the booking information.

Common Tasks

Creating a New Order

The order creation wizard walks you through four steps:

1. Dates & Participants -- Choose to create an empty order or base it on a trip. Set the segment, number of adults/children/infants, departure date, and trip length.
2. Products (if based on a trip) -- Select which products to include from the trip's catalog. Products can have variants with different pricing. Pre-selected products are checked by default.
3. Client -- Select an existing client or create a new one. If you enter an email that matches an existing client, you'll see a suggestion to use that client instead.
4. Create -- Review your selections and create the order. You are taken to the order overview once it's created.

You can also create orders directly from a trip page, which pre-fills the trip connection.

Managing Bookings

From the Bookings tab:

1. Add new bookings by selecting a product type, supplier, dates, and price
2. Organize bookings into groups for clarity
3. Set each booking's confirmation status as suppliers confirm
4. Add external booking references for supplier tracking
5. Control which bookings are visible to customers on the public portal
6. Add public notes (for customer-facing info like meeting points) and internal notes (for staff)
7. Assign participants to specific bookings

Processing Payments

From the Payments tab:

1. Record manual payments when customers pay by bank transfer or cash
2. View online payments received through Stripe, Teya, or Rapyd
3. Record refunds against existing payments
4. Transfer payments between orders when bookings change

Generating an Invoice

From the Invoices tab:

1. Click Create Invoice
2. Review the line items and totals (captured as a snapshot)
3. Add terms and notes
4. Set the invoice status (Draft or Sent)
5. Download the PDF to send to your customer

If you change the order later, create a new invoice to reflect the updates.

Sending Communications

From the Overview tab, you can trigger email communications:

• Order Confirmation -- Sends the booking confirmation to the client
• Payment Reminder -- Reminds the client about outstanding payments
• Payment Receipt -- Confirms a payment was received
• Custom Notifications -- Trigger any workflow notifications configured for orders

The Overview tab also provides direct links to the customer portal pages (Overview, Payments, Participants) so you can see exactly what your customer sees or share the link directly.

Filtering and Finding Orders

The orders list provides powerful filtering:

• Order Status -- Filter by Draft, Pending, Confirmed, or Cancelled (default shows all except Cancelled)
• Payment Status -- Filter by No Payment, Needs Deposit, Needs Full Payment, or Fully Paid
• Order Code -- Search by the unique order code
• Client Email -- Search by the client's email address
• Assigned to Me -- Show only orders assigned to you
• Date Ranges -- Filter by Created On, Starting On (departure date), or Fully Paid On

Downloading the Order PDF

From the Overview tab, click Download PDF Overview to get a printable summary of the entire order.

How It Connects

Orders are the central hub of Itsy:

• Clients -- Each order belongs to an individual or corporate client. You can view all orders and payments for a client from their profile. Corporate clients support multiple contacts with targeted communication preferences.
• Trips -- Orders can be based on a trip, which pre-populates products and departure dates. Changes to order bookings update the trip's availability counts.
• Groups -- Orders can be part of a traveler group for organizing related bookings. Group payments can be distributed across all orders in the group.
• Suppliers -- Each booking tracks its supplier for confirmation and reference.
• Reports -- Order and payment data feeds into sales and booking reports.