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.

Orders created through the Workspace API track which API key was used, enabling you to audit and attribute orders to specific integrations.

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.
• Completed -- The trip has taken place and the order is finalized. Orders are automatically moved to Completed when their linked trip's departure date has passed. You can also manually set an order to Completed.
• 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 permanent 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.

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).

Automatic Order Completion

Itsy automatically transitions orders to Completed status when the linked trip's departure date has passed. This runs as a background process and applies to orders in Pending or Confirmed status. When an order is completed automatically, any configured actions with an "Order Completed" trigger fire as normal.

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 seven 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
• 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)
• Public notes (visible to customers) and internal notes (staff only)
• 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. Groups can be reordered to control how they appear.

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.

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, 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.

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. 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.

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)
• 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.

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.

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.

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.

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
• 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.

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 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 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. Set each booking's confirmation status as suppliers confirm
5. Add external booking references for supplier tracking
6. Control which bookings are visible to customers on the public portal
7. Add public notes (for customer-facing info like meeting points) and internal notes (for staff)
8. 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, 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 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.

Sending Communications

From the order action menu (top-right), you can trigger email communications:

• Order Confirmation -- Sends the booking confirmation to the client
• Payment Reminder -- Reminds the client about outstanding payments (also available as a button in the payment summary and attention items panel)
• Custom Notifications -- Deliver any workflow notification configured for orders. Notifications with an "Order Top Menu" placement appear directly in the action menu for one-click delivery.

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.

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.

Filtering and Finding Orders

The orders list provides powerful filtering:

• Order Status -- Filter by Draft, Pending, Confirmed, Completed, Locked, or Cancelled (default shows Pending, Confirmed, and Completed)
• 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

The orders list also shows a summary bar at the top with four metric boxes highlighting orders that need attention: starting soon but not ready, payment overdue, deposit not met, and total pending. Click any box to filter the list to those orders.

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 confirmation dialog explains that the new order will have the same structure and pricing, but participants are anonymized and payments and files are not copied. Confirm to create the duplicate -- 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.

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.
• 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.