How to Manage the Order Flow as an Admin
This article walks through the order flow on the admin side, from locating an order through approving, on renting, and off renting it, whether the order was placed by a customer on your website or created by an admin.
Finding Orders
- Navigate to the Orders tab on the left hand side and click Orders.
- This shows a list of all current orders, including reservation requests, on rent, cancelled, and every other order status.
- On the right hand side of each order, you can see its current status. For example, a status of Reservation Request means the order has been placed but not yet approved.
- Under the Actions column, you have the ability to Approve, On Rent, or Off Rent orders directly from this list.
- To see more detail on a specific order, click the invoice number to open it.
Order Details Page
Once inside an order, you will find all of the order information you need, organized as follows.
- Status. Shows what stage the order is currently in.
- Customer Info. Shows the information the customer filled out, including renter information such as driver's license and proof of insurance. You can upload or edit these manually if needed.
- Customer Notes. Notes specific to this customer that live on their customer profile.
- Order Notes. Notes that will appear on all invoices for this customer.
- Internal Notes. Notes that exist only within the admin console for this order. The customer will not see these.
- Media. You can add photos, for example before and after pictures of products, by dragging and dropping or clicking to upload.
- Main Order Details. Includes the invoice number, payment method, and the date the order was placed, the location, and whether the order was created by an admin or placed by the customer on your website.
- To change the payment method, click Edit. You can choose between credit card (including adding a new card), bill my account, cash, or check, then click Save.
Contract Detail Section
- This is the primary place to find all order details, including the products included in the order, the rental start and end dates, whether it was pickup or delivery, pricing, discounts, and the order summary.
- At any point during an order, you can click Update Order to make changes, such as adding a new product or adjusting the price. Anything shown in blue is editable.
- Reference the help article on editing existing orders for more detail on making these changes.
Invoices Section
- This shows what is actually sent to the customer, including whether it has been paid, the balance due, and the total amount of payments made.
- You can also see the invoice status and dates, along with a summary showing total amount, tax, subtotal, and balance due (or refund due, if applicable).
- Below this is the payment history section.
Email History and QuickBooks Online Sync
- The email history section shows any emails sent to the admin or the customer.
- If you are integrated with QuickBooks Online, you will also see all QBO invoices that have synced to QuickBooks Online here.
Approving, On Renting, and Off Renting an Order
- The same action buttons found in the orders list, Approve Order, On Rent, Off Rent, Cancel, also appear in the top right hand corner of the order detail page.
- To approve a reservation request, click Approve Order. Depending on your configuration, this may default to charging 100% of payment on approval, or 0%, or you can adjust the percentage manually at the time of approval.
- Once approved, the order status will show a green checkmark. Click Show More to see the specific date, time, and user who approved the order.
- Scroll down to the payment history to confirm the payment that was charged, as well as any security deposit being held.
- When ready, click On Rent to charge the remaining balance on the order, which is the default behavior. The payment history will update to reflect this.
- Once the customer returns the equipment, click Off Rent. You will be asked whether you want to charge the security deposit. If you want the hold released instead, click No.
- Once off rented, the order is complete.
Common Questions
Where do I go to see all of my current orders?
Click the Orders tab on the left hand side. This shows every order regardless of status, including reservation requests, on rent, and cancelled orders.
What is the difference between customer notes, order notes, and internal notes?
Customer notes live on the customer's profile. Order notes appear on all invoices for that customer. Internal notes are only visible to admins in the console and are never shown to the customer.
Can I change the payment method on an order after it has been placed?
Yes. Click Edit next to the payment method and choose between credit card, bill my account, cash, or check, then click Save.
Does approving an order automatically charge the full amount?
It depends on your configuration. Some accounts default to charging 100% on approval, others default to 0%, and you can also manually adjust the percentage charged at the time of approval.
What happens to the security deposit when I off rent an order?
When you click Off Rent, you will be asked if you want to charge the security deposit. If you want the hold released instead of charged, click No.