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, invoices, and receipts. 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 four sources:

• Internal -- Created by your staff directly in the admin system.
• External -- Created when customers book through your public booking portal.
• Workspace API -- Created through the Workspace API. The order tracks which API key was used, enabling you to audit and attribute orders to specific integrations.
• Partner -- Created through a partner integration.

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:

Draft and Registered are separate entry points. Draft is the starting state for orders created by staff, the customer portal and the APIs. Registered is the starting state for orders created through self-registration (trip registration). Both join the live pipeline at Pending or Confirmed -- which one is decided by payment status, not chosen: an order is Confirmed only when it is fully paid. From there, Itsy moves the order between Pending and Confirmed as payments come and go, and completes Confirmed orders once their trip has ended. Staff can cancel an order at any stage before it is completed.

The rules are the same in every workspace. Any move not shown above is refused, wherever it comes from.

Order Status

• Draft -- You're building the order. Nothing is confirmed yet, and a Draft holds no places: it does not count toward capacity. A draft order stays in Draft through any routine edit (adding bookings, changing participants, adjusting dates) -- it will not accidentally move to Pending. A Draft order leaves Draft in one of three ways: a payment gateway confirms the order's payment, a staff member moves it to Pending or Confirmed, or a staff member cancels it. The first two make the order start holding places, so every booking on it must have room first; cancelling never checks availability.
• Registered -- The order was created through self-service registration (e.g., a customer signing up via the public portal). Registered orders are hidden from the main order list by default — use the status filter to opt in. They are still visible inside trip and group contexts and count toward trip capacity. The first payment received automatically moves a Registered order to Pending or Confirmed status.
• Pending -- The order is live and holds its places, but is not fully paid. It moves to Confirmed automatically once it is fully paid.
• Confirmed -- The order is live, holds its places, and is fully paid. If a refund or a price change means it is no longer fully paid, it moves back to Pending automatically.
• Cancelled -- The order has been cancelled and its places released. Orders cancelled through the cancellation settlement flow show a banner on the order overview with the cancellation date, staff member, reason (when one was given), and retained amount; older cancelled orders may not have these details recorded. A cancelled order can be reinstated by a staff member (see Reinstating a Cancelled Order). Bookings on a cancelled order cannot be updated until the order is reinstated.
• Completed -- The trip has taken place and the order is finalized. Confirmed orders are moved to Completed automatically when their linked trip's departure date has passed. Completed is final: it cannot be set by hand, and a completed order cannot be moved back or cancelled.
• Locked -- The order is frozen for administrative or accounting purposes. No further changes can be made to bookings or payments while an order is locked. Locking is only available from the Completed status, requires a confirmation dialog, and cannot be undone.

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.

Payment Urgency

When an order has a Fully Paid By date set, a payment urgency indicator appears next to that date in the orders list. The urgency level is calculated automatically:

This gives you a quick visual scan of which orders need payment attention. Urgency is independent of deposit settings -- it monitors progress toward the full payment deadline. The balance calculation is coverage-aware: if a group covers part of the order or a promo code is applied, the urgency clears once the remaining customer balance reaches zero.

Order Readiness

Each order receives a readiness score from 0 to 100% based on up to three weighted factors:

• Payment Collection -- How much of the total order price has been paid.
• Participant Information -- How many participants have all required fields completed.
• Traveler Questions -- How many assigned questions have been answered (appears only when the trip or its products have questions configured).

The weights adjust automatically depending on whether the order has traveler questions. When questions exist, the split is approximately 40% payments, 35% participants, and 25% questions. When there are no questions, payments and participants share the weight at roughly 53% and 47% respectively.

The score updates automatically as payments arrive, participant details are filled in, and questions are answered. A color-coded status (green, amber, or red) indicates the overall readiness level. See Dashboard for details on how readiness is displayed and monitored.

You can expand the readiness breakdown directly from the order overview to see the percentage and progress bar for each factor. Click any factor row to navigate to the relevant tab (Payments, Participants, or Questions).

Attention Items

The order overview displays a Needs your attention panel that highlights issues and upcoming deadlines for the order. Each item is severity-coded:

• Urgent (red) -- Requires immediate action, such as overdue payments.
• Action (amber) -- Needs attention soon, such as payments due within a few days.
• Heads-up (blue) -- Informational, such as imminent departures or trip progress.

Common attention items include:

The panel also shows a compact readiness breakdown at the top with progress bars for payments, participants, and questions (when applicable).

Changing an Order's Status

Click the status badge in the order header, or select Change status… in the order's action menu, to open the status dialog. It lists only the statuses the order can move to from where it is now, each with a short note on what it means for the order's places:

• From Draft or Registered: Pending or Confirmed -- whichever matches the order's payment status -- or Cancelled.
• From Pending or Confirmed: Cancelled only. Itsy switches between Pending and Confirmed itself as payments change, so there is no manual "confirm" for an order that is not fully paid. Record the payment instead.
• From Cancelled: Pending or Confirmed, whichever matches payment status (see Reinstating a Cancelled Order).
• From Completed or Locked: nothing.

Each option says whether it checks availability. Moving an order out of Draft or Cancelled into Pending or Confirmed makes it start holding places, so every live booking on it must have room on its capacity control -- the trip product, the inventory product's time slot or date, or the departure. Cancelled bookings are not checked: they hold no places and stay cancelled after the move. When you pick such a move, the dialog lists each live booking with its capacity control and whether it is available. The order moves as a whole or not at all: one booking without room blocks the move, and the dialog names it.

Moves that do not add places -- cancelling, and leaving Registered -- never check availability, and apply even if the order is already over capacity.

Overbooking

If every booking that lacks room is on an inventory product that allows overbooking, you can still make the move, but only deliberately: tick Overbook in the dialog to acknowledge it, and the button changes to Overbook and move to…. The order's timeline records which bookings went over capacity, on which capacity controls, and the Order Overbooked event fires. Stop-sale, and capacity a trip holds itself, can never be overbooked. Only staff in the admin app can overbook -- a customer's payment never does.

Paid Orders Blocked by Availability

Before sending a customer to the payment gateway, the customer portal checks that the order's places are still available. Nothing is held while the customer pays, so the places can be sold in the meantime. When the gateway confirms the payment, Itsy checks again. If a booking no longer has room, the payment is recorded but the order stays in Draft, its timeline names the bookings that were short, and the Paid Order Blocked By Availability event fires. Nothing is refunded automatically: resolve it with the customer by moving the order on (overbooking if the products allow it) or by cancelling it and refunding the payment.

Automatic Order Completion

Itsy automatically transitions Confirmed orders to Completed status when the linked trip's departure date has passed. This runs as a background process. Orders still in Pending at that point -- not fully paid -- are left as they are for you to follow up. When an order is completed automatically, any configured actions with an "Order Completed" trigger fire as normal.

Cancelling an Order

Cancelling an order is a settlement, not a simple status change. When you cancel an order, you decide why it ended and how much the agency keeps out of what the customer has already paid.

Pick Cancelled in the status dialog, or select Cancel Order in the order's action menu, which opens the same dialog with Cancelled already picked. Draft, Registered, Pending and Confirmed orders can be cancelled; completed and locked orders cannot. Where other moves show availability, Cancelled shows the settlement:

1. Reason (optional) -- Select why the order is being cancelled, if there is a reason worth recording. It is recorded on the order and its timeline when given. The available reasons are:

   • Customer request -- The customer changed their mind
   • Illness / medical -- A health-related cancellation (separated for fee waivers and insurance claims)
   • No-show -- The customer neither cancelled nor travelled
   • Payment not received -- Cancelled to release inventory after non-payment
   • Insufficient bookings -- The trip did not reach minimum numbers
   • Agency error -- Duplicate order, wrong trip, or test data
   • Supplier cancelled -- An airline, hotel, or operator withdrew

2. Note (optional) -- Free-text context for anyone reviewing this order later. The reason, when given, is what reporting counts; the note is the human detail.

3. Cancellation fee -- How much of what the customer has paid the agency retains. Below it, a summary works through the money on the order: what the customer paid, less what was already refunded and the fee, leaves what stays on the order as credit -- flagged Not refunded when there is any. The fee cannot exceed what was paid less refunds. Enter zero to retain nothing.

4. VAT category -- Beside the fee, and already set to the workspace's default VAT category. It can be changed once a fee is entered. The fee is written as a booking line under this tax category.

When you click Cancel order, every booking on the order is cancelled and its inventory released. The fee (if any) is recorded as a cancellation fee booking line -- the one line that survives the cancellation. Any surplus (net paid minus fee) remains on the order as a credit. Cancelling does not issue or record a refund; handle the credit separately.

After cancellation, a tinted cancellation summary banner appears at the top of the order overview. It shows the date, the staff member who cancelled, the reason (or "Not given"), the fee retained, and any note. A link to the timeline gives the full audit trail.

Reinstating a Cancelled Order

If an order was cancelled by mistake, or a customer changes their mind, you can reinstate it. Click the status badge or select Reinstate order… in the order's action menu. The status dialog offers Pending or Confirmed -- whichever matches the order's payment status -- and checks availability for the order's live bookings like any other move into the live pipeline. The bookings the cancellation released are not among them: their places may have been sold since, and each is checked when you bring it back, as described below.

Reinstating moves the order back into the live pipeline, but it does not restore what the cancellation released. The order's bookings stay cancelled, and any seats, departure capacity, or promo codes that were freed at cancellation remain available for other orders. You bring bookings back one at a time from each booking's own status action, which checks whether the capacity is still available. The timeline records both the reinstatement and a system note explaining that bookings must be re-applied individually.

A cancelled order can only be reinstated to Pending or Confirmed. It cannot be set directly to Completed or Locked.

Travel Period

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

• No Dates -- The order does not have start and end dates set yet.
• 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 eight 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
• Fee -- System-generated fee lines (such as a cancellation fee retained when an order is cancelled)
• Amadeus Ticket -- Airline tickets imported from Amadeus

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)
• Client message (visible to customers) and supplier message (for supplier communications)
• Whether it is visible to customers on the portal
• Assigned participants
• VAT category for tax calculations

You can organize related bookings into booking groups to keep complex orders tidy. Drag and drop lets you reorder bookings within groups, move them between groups, and reorder the groups themselves. Layout changes save automatically and are shared across your workspace.

Adding Bookings

When you add a booking to an order, you choose from three methods:

• From Trip -- Select a product already configured on the linked trip. The price is calculated automatically based on assigned participants and trip duration.
• From Inventory -- Pick a product from your inventory catalog. If the product has variants, you can select one. Pricing adjusts based on participants, dates, and the chosen variant.
• Create Manually -- Enter all booking details from scratch, including product type, name, dates, supplier, and price.

For all three methods, you choose which participants to assign (all by default, or a custom selection). Changing the participant selection recalculates the price for trip and inventory products.

Product Quantity Multiplier

Some trip products support a quantity multiplier. When a product has this feature enabled, a quantity stepper appears on the booking form after you select the product. The total booking price equals the per-unit price multiplied by the selected quantity.

Quantity bounds (minimum and maximum) are defined on the product and may vary by trip duration. The booking row in the order displays a quantity badge (e.g., "3x") when a multiplier is active.

Seat Assignment

For products that use a seating layout, you can assign specific seats to individual participants directly from the bookings page. The seat assignment panel displays a visual grid of the seating layout with color-coded indicators:

• Available seats can be selected
• Reserved seats are already assigned to other participants (hover to see who)
• Blocked seats cannot be selected
• Exit row and window seats are visually highlighted

You can assign a seat, reassign to a different seat, or remove a seat assignment entirely. The panel also shows summary counts of available, reserved, and blocked seats.

On a Draft order, seat picks are recorded as choices but do not hold the seat -- the seat stays available for other orders. When the order leaves Draft (through payment or a status change), the choices are claimed as reservations. If a chosen seat was sold or blocked in the meantime, it is dropped and the booking is repriced without the seat surcharge. This avoids holding inventory on orders that may never be confirmed.

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

Participants can also be assigned a role when used within group coverage:

• Member -- A full member of the group, typically eligible for coverage
• Guest -- A guest participant, which may be excluded from coverage depending on the coverage policy

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, passport nationality)
• Unique ID (such as a national identification number)
• 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. Participants can also have file attachments.

Itsy tracks whether each participant's required fields are complete. The required fields are determined by your workspace and trip configuration. Participants with missing information are flagged, and the specific missing fields are listed. This feeds into the order's readiness score under the Participant Information factor.

On the Participants tab, each row displays a completion badge: a green checkmark for participants with all required fields filled in, or an orange warning triangle for incomplete participants. Hover over the warning triangle to see a tooltip listing which fields are still missing.

Deleting a Participant

When you delete a participant, a confirmation dialog shows all bookings the participant is currently assigned to. For each affected booking, you see the price before and after removal, plus the overall order total change. If removing the participant would leave any bookings with no assigned participants, you choose between Keep empty bookings (recommended) or Delete empty bookings.

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 yet issued
• Issued -- The invoice has been created and sent to the customer
• Paid -- Payment received in full
• Overdue -- Past the payment due date
• Cancelled -- No longer valid
• Void -- Cancelled for accounting purposes; the invoice number is preserved and the invoice is marked void

Each invoice receives a unique number from your workspace's fiscal sequence, and is automatically generated as a PDF stored for download. You can choose the invoice language and optionally include a customer reference (such as a purchase order number) when creating an invoice.

Invoices include VAT line breakdowns grouped by VAT category across the order's bookings. They also track their own event log (when they were created, sent, status changes) and can include notes and terms.

Invoices freeze the bill-to identity (the client's name, address, and tax ID at the time of issuance) and the issuer identity (your agency's details). This means the invoice remains accurate even if client or workspace details change later.

Voiding an Invoice

You can void an invoice that was issued in error. Voiding preserves the invoice number for audit purposes but marks the document as void. When voiding, you can provide a reason that is recorded alongside the void event. Voided invoices remain visible in the invoice list with a void indicator.

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 Straumur)
• Payment status (Pending, Completed, Error, Refunded)
• The payment origin (Order, Group, Refund, or Transfer)
• Which participant made the payment (optional)
• The staff member who recorded it

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.
• Participant assignment -- Assign a payment to a specific participant for per-traveler cost tracking.

Participant Assignment

You can assign any payment to a specific participant to track who paid what. From the payment's action menu, select Assign a participant to this payment. A panel opens showing all participants on the order, each with their current price, amount paid, and outstanding balance. A live preview highlights how assigning the payment would affect each participant's balance -- amounts shift in color to show the impact before you confirm.

You can reassign a payment to a different participant or unassign it entirely from the same menu. Assigning or unassigning a payment triggers an automatic order recalculation.

Payment Receipt Delivery

You can manually deliver a payment receipt email for any successful payment. From the payment's action menu, select Deliver Payment Receipt. A dialog opens where you select the email action to use, preview the message with the recipient and subject line, optionally add a custom message, and choose attachments (booking documents, order overview PDF, or invoices). Click Deliver to queue the email.

Payment Summary

The payment summary displays a sectioned breakdown with a visual progress bar showing how much of the order price is covered by paid amounts, group coverage, and promo discounts. The summary has five columns:

Promo Codes

Promo codes are a dedicated order-level discount. You apply them from the order action menu (top header), available on any order subpage.

To apply a promo code: click Apply promo code in the action menu, search for the code in the dialog's searchable select, and review the instant preview showing the discount amount and new remaining balance. Click Apply to confirm.

Once applied, the action menu shows Promo code (CODE123) (with the actual code). Clicking it opens a removal view where you can remove the promo code if needed.

Payment Transfer Workflow

When you transfer a payment, Itsy creates a matching pair of records: a Transfer Out on the source order and a Transfer In on the destination order. Before confirming, you can preview how the transfer affects both orders' balances.

Receipts

Receipts are immutable, numbered proof-of-payment documents. They are separate from invoices -- an invoice is a request for payment, while a receipt confirms that a payment was received.

You manage receipts from the Payments tab. Each successful payment has a Manage Receipts option in its action menu. From there you can:

• Issue a receipt -- Creates a numbered, immutable receipt linked to the payment. The receipt captures payer and payee details (names, addresses, tax IDs) at the time of issuance.
• Download the PDF -- Save the receipt as a PDF document.
• Deliver via email -- Send the receipt to the client using a configured email action.
• Void a receipt -- Mark a receipt as void if it was issued in error. The receipt number is preserved and the document is marked void. A confirmation dialog warns before voiding.

Each receipt tracks an event log recording when it was issued, when the PDF was generated, when it was sent, and if it was voided. Only one active (non-void) receipt can exist per payment at a time -- void a receipt before issuing a replacement.

Issuing a receipt requires the order to have a linked client, since the client's details are frozen onto the receipt as the payer identity.

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.
• Deposit Due Date -- The deadline by which the deposit must be paid. This is a separate date from the full payment deadline, calculated from a configurable offset (days after order creation). If the deposit is outstanding past this date, the order shows urgency indicators.
• 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. Partial payments remain available even after the fully-paid-by date has passed, so a customer who misses the deadline can still split what they owe rather than being forced to pay everything at once.

These settings cascade from your workspace defaults, with optional per-trip and per-order overrides. The deposit due date and fully-paid-by date appear in the Important Dates card on the order overview and feed into the Next Milestone column on the orders list.

Next Milestone

Each order shows its most urgent upcoming deadline in the orders list:

1. Deposit Due -- if a deposit is outstanding and has a deadline
2. Full Payment Due -- if a balance remains and a fully-paid-by date exists
3. Departure -- if fully paid, shows the departure date

The milestone uses urgency-based coloring (amber for approaching, red for critical or overdue) so you can scan the list and immediately see which orders need attention first.

Notes

Orders have two note fields accessible from the Overview tab:

• Internal notes -- Visible only to your staff. Use these for operational reminders, supplier instructions, or anything customers should not see.
• Public notes -- Included in customer-facing communications and the portal.

Click the edit button on the Notes card to update either field.

Journal

The Journal is a collaborative scratchpad where your team records free-form notes about an order. Use it for phone call summaries, payment promises, supplier callback reminders, or anything that does not belong in the structured timeline.

Each entry shows the author's name and avatar, a timestamp, and the note text. Entries support:

• Editing -- Click Edit on your own entry to update the text. Previous versions are preserved.
• Version history -- Edited entries display an "edited" link. Click it to expand the full edit history showing each version with its timestamp.
• Soft delete and restore -- Delete an entry to hide it from the default view. Toggle Show deleted to reveal deleted entries, then click Restore to bring one back.

Only the author of an entry can edit, delete, or restore it.

The Overview tab shows a preview of the four most recent journal entries. Click View all entries to open the full Journal tab.

Important Dates

The order overview sidebar displays an Important Dates card that consolidates key dates with contextual indicators. Each date row shows a relative time description (e.g., "in 5 days", "overdue by 3 days") and is color-coded by urgency:

Hover over any date row to see the exact date and time in a tooltip.

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
• Question answer changes
• Action deliveries (with status and color indicators)
• Cart actions (for external bookings)

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

Trip Name Override

When an order is linked to a trip, the trip's name appears on the customer portal, order confirmations, and email placeholders. Sometimes that name does not suit a particular order -- for example, the trip is named after the hotel most travelers stay at, but one customer is booked at a different hotel.

Rather than unlinking the order from its trip (which would break labels, capacity tracking, seating, supplier reports, and accounting), you can override the display name for that single order. The override replaces the trip name wherever the customer sees it, while the order stays on its trip for every operational purpose.

To set or change the override, open the order's action menu and select Trip name for customer. Enter the display name and save. The dialog shows a preview of what the customer will see. To revert to the trip's own name, clear the field and save.

When an override is active, the order header shows your custom name alongside the original trip name in parentheses so staff can always tell which trip the order belongs to. The action menu label also changes to Trip name for customer (overridden) as a visual reminder.

External References

Orders can store external reference codes from third-party systems. This is useful for linking orders to records in other platforms, such as airline booking systems. Each reference has a type and a value:

You can add, edit, and remove external references from the order detail page. Each reference displays its type as a badge alongside the value for quick identification.

Record Locators

Record locators are per-supplier reference codes that you can share with customers for self-service interactions. They appear in a dedicated section on the order overview, separate from external references.

Record locators are tied to suppliers that have the record locator feature enabled (configured in supplier settings). Each supplier defines validation rules for its locators, including the code length and whether at least one letter is required.

You can manage record locators in three ways:

• Generate automatically -- Click Generate to have the system create a code that meets the supplier's rules.
• Enter manually -- Type a code yourself. It is validated against the supplier's configured rules on save.
• Regenerate -- Replace an existing locator with a new one. A confirmation step warns you that the previous code may already have been shared with the customer or supplier.

Only suppliers that do not already have a locator on the order appear in the "add" dropdown. You can edit or clear existing locators at any time.

Attachments

Both orders and individual bookings support file attachments, allowing you to store relevant documents directly alongside the booking information. Access order-level attachments from the action menu at the top of the order page. Booking-level attachments are managed from each booking's action menu.

Labels

Orders can be tagged with labels from the Overview tab. Labels are color-coded markers that help you organize orders by category (e.g., "premium", "corporate", "summer-2026"). Assigning labels to orders also feeds into the dashboard's revenue-by-label breakdown. Changes save automatically when you select or deselect a label.

Questions

When a trip or its products have traveler questions assigned, the Questions tab appears on the order. It shows a progress bar indicating how many questions have been answered out of the total, with questions grouped by section. Each question displays its answer status -- for per-participant questions, you see each traveler's individual answer. Click any answer to edit it inline using the appropriate input control (text field, dropdown, checkboxes, or date picker depending on the question type).

Common Tasks

Creating a New Order

The order creation page offers two modes, chosen from a "How do you want to start?" picker:

From Trip (2 steps)

1. Details -- Select a trip, schedule (departure date, length, and duration option), participant counts (adults, children, infants), client, and segment. For dynamic trips you also select a specific departure from the available dates (showing remaining capacity for each). Optionally check Use client details for first participant to pre-fill the first participant's name and contact from the selected client (available for individual clients with at least one adult).
2. Products -- Select which products to include from the trip's catalog. Products can have variants with different pricing. Pre-selected products are checked by default. Products that are sold out or on stopsale are shown but disabled.

Empty Order (1 step)

Only the details screen. Set your own start date and trip length without linking to a trip. Click Create Order to finalize immediately.

A summary rail on the right side of the page shows a live preview of your order as you build it: mode, trip name, date range with days/nights, participant counts, client, segment, selected products, and running total. The primary action button lives in the summary rail.

URL shortcuts -- You can link directly to the creation page with pre-filled values:

• ?tripId=... -- Pre-selects the trip and forces "From Trip" mode.
• ?clientId=... -- Pre-selects an existing client without opening the new-client form.

You can also create orders directly from a trip page or a client page, which use these URL parameters to pre-fill the connection.

Managing Bookings

From the Bookings tab:

1. Add new bookings by choosing one of three methods: from the linked trip, from inventory, or manually
2. For trip products with a quantity multiplier, adjust the quantity using the stepper -- the price recalculates automatically
3. Organize bookings into groups for clarity
4. Drag and drop bookings to reorder them within a group, move them between groups, or reorder groups themselves
5. Set each booking's confirmation status as suppliers confirm
6. Add external booking references for supplier tracking
7. Control which bookings are visible to customers on the public portal
8. Add client messages (for customer-facing info like meeting points) and supplier messages (for supplier communications)
9. Assign participants to specific bookings

Each booking row shows a visibility indicator, product type icon, name, dates, status, assigned participants (as avatar initials), and price. Expand a booking row to see individual participant details including seat assignments and per-participant pricing.

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, Rapyd, or Straumur
3. Record refunds against existing payments
4. Transfer payments between orders when bookings change
5. Issue receipts for completed payments as proof of payment

Draft Order Release on Manual Payment

When you record a manual payment on a Draft order, the payment dialog shows an informational panel explaining that a manually recorded payment does not release the order automatically. Tick Move out of draft after saving to open the status dialog once the payment is saved. Ticking it does not move the order by itself: you still pick the move in the dialog and apply it there. The payment you just recorded decides between Pending and Confirmed, and the order's bookings must have room, so the move can still be blocked.

Leave the box unticked and the order stays in Draft, out of the default order list. It remains accessible through the Draft status filter and summary card. The payment is saved either way.

Generating an Invoice

From the Invoices tab:

1. Click Create Invoice to open the creation panel
2. Set the Invoice Date (defaults to today)
3. Choose the Language for the invoice PDF
4. Optionally enter a Customer Reference (e.g., the client's purchase order number)
5. Optionally add Notes (included on the invoice)
6. Click Create -- pricing is calculated automatically and a unique invoice number is assigned

The invoice captures a snapshot of the order at that point in time. If you change the order later, create a new invoice to reflect the updates.

Issuing a Receipt

From the Payments tab:

1. Find the completed payment you want to issue a receipt for
2. Open the payment's action menu and select Manage Receipts
3. In the panel, click Add to issue a new receipt
4. Confirm the issuance -- a numbered receipt is created and its PDF is generated automatically
5. Download the PDF or deliver it by email from the same panel

To void a receipt issued in error, open the same panel and click Void on the receipt.

Sending Communications

The order header provides a dedicated send button and the action menu offers several communication options.

Send Documents

Click the send button in the order header (or select Send documents from the action menu) to open the document delivery dialog. From here you can:

1. Select an email action to use as the template (managed actions and your custom actions appear in the dropdown)
2. Edit the recipient email address
3. Preview and edit the email body using the rich text editor
4. Select which attachments to include: booking attachments, the order overview PDF, or a specific invoice PDF
5. Click Deliver to send

Payment Reminder

Send a payment reminder directly from the payment summary's Send payment reminder link, from an overdue attention item, or from the action menu. A dedicated dialog opens with the payment reminder template, pre-filled recipient, and attachment options.

One-Click Notifications

Workflow notifications configured with an "Order Top Menu" placement appear directly in the action menu. Click one to deliver it immediately to the client's email address.

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

Changing the Client

You can reassign an order to a different client from the action menu. Click Change Client, search for and select the new client, then confirm. This is useful when a booking was created under the wrong client or when responsibility transfers.

If the order has an active (non-void, non-cancelled) invoice, the client change is blocked. An issued invoice is bound to the client it was billed to. Void the invoice first on the Invoices tab, then change the client and re-invoice.

Changing the Segment

Workspace admins can move an order to a different segment from the action menu. Click Change segment, select the new segment, and save.

Changing the segment affects branding, language, revenue reporting, and team visibility for the order. Future emails and documents use the new segment's identity. Existing issued invoices keep the segment they were created under.

The system validates the change before saving. It blocks the change when the target segment is missing a language, when a booking's inventory product is not offered in the target segment, or when an applied promo code is not valid there. Non-blocking warnings (such as an active invoice under the current segment) are shown for your review before confirming.

Recalculating an Order

If you need to update an order's totals and statuses after changes, use the Recalculate order action from the order menu. This recomputes the order's subtotal, payment status, and readiness score based on the current bookings, payments, and participant data. Recalculation happens automatically in most cases, but the manual option is available if totals appear out of sync.

Editing Departure and Return Dates

To change an order's travel dates, open the date editing dialog from the order overview or action menu. The dialog has two date pickers -- one for Departure, one for Return -- and a live preview grid that shows:

• The current dates and duration alongside the proposed dates and duration
• The change delta for each (e.g., "+2 days" or "-1 day")
• A color-coded duration delta: green if the trip becomes longer, amber if shorter

The return date must be on or after the departure date.

Booking Date Sync

Below the date pickers, a booking sync banner shows the date range that the order's bookings actually cover -- from the earliest booking start to the latest booking end. The banner names the bookings that define each edge (hover to see them). If the order's departure and return already match the booking span, a green "In sync" indicator appears. If they differ, a Use booking dates button fills both pickers with the booking span so you can align the order dates to the bookings without leaving the dialog. The change still needs an explicit save.

Cancelled bookings and bookings with no visible dates are excluded from the span. If no bookings carry dates, the banner says so and no suggestion is offered.

Deposit Due Date

The dialog also includes a Deposit due date picker. This controls when the deposit must be met, independent of the deposit amount. You can set a deadline, clear it for no deadline, or adjust it as plans change. The date must fall between the order's creation date and its fully-paid-by date.

Filtering and Finding Orders

The orders list provides powerful filtering through a chip-based filter bar. Each active filter appears as a removable chip, and you can add new filters from the + dropdown:

• Order Code -- Search by the unique order code.
• Client Email -- Search by the client's email address.
• Order Status -- Filter by Registered, Draft, Pending, Confirmed, Completed, Locked, or Cancelled (default shows Pending, Confirmed, and Completed -- Registered orders are excluded unless you add them explicitly).
• Payment Status -- Filter by No Payment, Needs Deposit, Needs Full Payment, or Fully Paid.
• Assigned to Me -- Show only orders assigned to you.
• Created On -- Filter by creation date using relative ranges (e.g., "last 30 days") or absolute date ranges.
• Starting On -- Filter by departure date using relative or absolute ranges.
• Fully Paid On -- Filter by payment completion date.
• Readiness Below -- Show orders with a readiness score below a threshold (e.g., below 100%).
• Has Outstanding Balance -- Show only orders with remaining unpaid amounts.
• Payment Overdue -- Show only orders whose fully-paid-by date has passed.
• Deposit Not Met -- Show only orders whose deposit deadline has passed without the deposit being paid.
• Origin -- Filter by where the order came from. You can select one or more origins: Customer portal, Itsy backend, or API connector. This is useful for isolating orders created through a specific channel.
• Segment -- Filter by business segment. You can select one or more segments. Only segments you have access to appear (admins see all active segments).

The orders list also shows a summary bar at the top with four metric cards highlighting orders that need attention: starting soon but not ready, payment overdue, deposit not met, and orders in draft state. Click any card to apply that preset filter. An active card highlights to show which preset is selected. The segment and origin filters are preserved when clicking these shortcut cards.

Each order row displays an origin badge next to the order code, indicating where the order came from. The badge uses a color-coded icon: teal for Customer portal, violet for Itsy backend, and rose for API connector. Hover over the badge to see the label.

You can also sort the orders list using the Sort chip at the end of the filter bar. The available sort fields are:

Each field can be sorted in ascending or descending order. The sort is independent of filters and is preserved in saved views.

Each order row can be expanded to reveal a horizontal lifecycle timeline showing five milestones: Created, Deposit Due, Full Payment Due, Departure, and Arrival. Steps are color-coded green (completed), blue or urgency-colored (current), and gray (upcoming).

Saved Views

You can save your current filter and sort combination as a view for quick access later. Views appear in a bookmark dropdown next to the filter bar. Each view stores all active filters and the sort order so you can switch between them with one click.

• Save a new view -- Click the bookmark icon, enter a name, and optionally mark it as shared (visible to all team members) or set it as your default view.
• Update a view -- When you modify filters with a view active, a "dirty" indicator appears. Save over the existing view to update it.
• Set a default view -- Mark a view as your default to have it load automatically when you open the orders list.
• Delete a view -- Remove views you no longer need from the bookmark menu.

Duplicating an Order

You can duplicate an existing order from the action menu at the top of the order detail page. Click the menu and select Duplicate order. A dialog opens where you configure the copy:

• Client — Choose which client the new order belongs to.
• Booking selection — All copyable bookings are listed, organized by booking group. By default every booking is selected. Deselect individual bookings or use the group-level checkboxes to exclude entire groups. A header counter shows how many bookings are selected (e.g., "3 of 5 selected"), and a Select all / Deselect all toggle lets you change the entire selection at once. If you deselect everything, a warning explains that the copy will contain only the client, dates, and participants — no bookings.

Amadeus ticket bookings appear in the list but are disabled with a "Cannot be duplicated" note, since they reference the source order's ticket data. If the order contains only Amadeus tickets (plus any markup/discount lines), a red error warns that duplication would produce an empty order.

Before the copy is made, the dialog checks availability for every selected booking against its capacity control -- the trip product, inventory product time slot, or departure. Each booking row shows whether it has room, and the dialog blocks the copy when any booking lacks availability. If every booking that is short is on a product that allows overbooking, you can tick Overbook to proceed. The availability check works the same way as when moving an order out of Draft.

Participants are anonymized in the copy; payments and files are not duplicated.

On success, you are redirected to the new order's overview. This is useful when a customer wants to rebook a similar trip, or when you need a template for recurring bookings.

Overriding the Trip Name

When the trip's name does not fit a particular order (for example, the trip is named after one hotel but the customer is booked at another), you can set a display name that replaces the trip name for that order only:

1. Open the order's action menu and select Trip name for customer
2. Enter the custom display name
3. Review the preview showing what the customer will see
4. Click Save

The override appears on the customer portal, order confirmations, and email placeholders. The order stays linked to its trip for all operational purposes (labels, capacity, seating, supplier reports, accounting). To revert to the trip's own name, open the same dialog, clear the field, and save.

Downloading the Order PDF

From the order header, click the download button to get a printable PDF summary of the entire order. You can also access this from the action menu under Download PDF.

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. Suppliers with record locators enabled can have per-order locator codes.
• Reports -- Order and payment data feeds into sales and booking reports.
• Attachments -- Upload files to orders, bookings, and participants. Mark them as external so customers can download them from the portal.
• Assignments -- Assign team members to orders to track who is responsible for each booking.
• Labels -- Assign color-coded labels to orders for organization and revenue tracking on the dashboard.
• Traveler Questions -- View and edit answers to custom questions assigned to the trip or its products from the Questions tab.
• Segments -- Each order belongs to a segment that controls branding, language, revenue reporting, and team visibility. Admins can change an order's segment from the action menu.
• Inventory -- Add products from your inventory catalog directly to order bookings.
• Search -- Find orders instantly by code, client name, participant name, or email using Cmd+K.