Orders
The order pipeline: every order a site has taken (online checkout or phoned in), its Items, Delivery and payment details, and — for cash-on-delivery orders — a call-confirmation workflow with a Closer assigned, "Record a call" outcomes, and Notes. Each order has an 8-character order code (e.g. "A1B2C3D4"), the same code the buyer sees on their confirmation and status pages; type it in the Orders search to find the order.
On this page
Finding your way
A row of tabs at the top of every Orders page: Orders, Blocked customers, Settings (the last two need permission to change order settings).
"Take an order" is the orange button on the Orders tab; a single order's page has "Back to orders".
The tabs are one plain row, with no group headings.
The number on the Orders menu item counts the New orders from the last 30 days, the same period the list opens on, so the badge and the list agree: clicking the menu item while the number shows opens the list on the New tab. A New order older than that still exists: choose All time in the period picker. The amount beside the wallet icon in the top bar is your wallet balance (used for SMS and other paid sends); click it to top up.
Common tasks
Where an order is going
The order page's "Deliver to" box shows the shipping address. An order brought in from an old shop often has only the buyer's billing address; then "Deliver to (billing address)" shows that one instead (and "Billed to" is not repeated). The Calls to make list reads the same way: the city and state of the shipping address, else of the billing address, and "no address yet" only when neither has one.
Link to this answerSee all orders
The Orders list's filter tabs: Open (the default — every non-final stage), New, Customer confirmed, Packed, Dispatched, In transit, Delivered, Failed delivery, Returned, Cancelled, and All. A stage tab only shows once at least one order has reached it (or it's the one currently selected).
Link to this answerShow the orders from certain dates
Above the stage tabs, pick Today, Yesterday, Last 7 days, Last 30 days, Last 90 days, This month, Last month, All time, or your own From/To dates ("Show these dates"; both days are included and the To date can't be in the future). Only orders placed in those dates are listed, and the numbers on the stage tabs follow them. The choice stays in the page address, so a refresh or a shared link shows the same dates. The page opens on Last 30 days (a line under the tabs says which dates the counts and rows are for); click All time to see every order.
Link to this answer"Date applies to"
Next to the dates, a choice of WHICH date of the order they are applied to: Order placed (the default), Customer confirmed, Packed, Dispatched, In transit, Delivered, Failed delivery, Returned or Cancelled. For example, pick Last 7 days and Dispatched to see what went out this week, or Yesterday and Delivered for what was delivered yesterday. An order that never reached that stage is not listed once dates are picked. The tab counts, the page address and the exported CSV follow the same choice; with All time every order is listed whichever date is chosen. On Logistics, a courier's numbers are always counted by the day the parcel was sent out, so a parcel does not move between periods depending on how long the courier took.
Link to this answerReading a row of the Orders list
Customer shows the name, then one phone number in the international form with the country code (for example +234 810 117 2175, worked out from the order's delivery country; a number whose country is not known is shown as it was saved). An email address or phone number is never shown as the name: an order saved without a name says "No name". Items shows the first item and "+2 more", with the whole list when you hold the pointer over it; an order with nothing in it says "No items". Source says "Facebook ad" for an order that came from a Facebook advert (hold the pointer over it for the advert's id). Every order shows a source: "Direct / organic" when no advert brought the buyer; the website's name ("Google", "Instagram", "Facebook", "WhatsApp", or "Web (their address)") when a visitor reached the shop from that site without an advert (only if they allowed marketing cookies, and only the site's address is kept, never what they searched or clicked); "WhatsApp" for an order you made from a chat; and the channel you chose for an order you added yourself. An older order with no recorded source shows how it was made (Manual, WhatsApp, Phone call, Imported) or "Direct / organic": the order itself is not changed. The order page's "Came from" line says the same. Age shows how long the order has been waiting since it was placed; a Confirmed order shows how long since it was confirmed, and a Cancelled order shows the day it was cancelled. A cancelled order has no closer menu.
Link to this answerExport orders to a spreadsheet
"Export CSV" at the top of the Orders list downloads the orders the list is showing (the same stage tab, search and dates, every page of them) as a CSV file. When dates are picked the button says which ("Export CSV (Last 30 days)"). One row per item: order code, whether it was an upsell, date and time in the business's time zone, stage, payment, customer name, email, phone, delivery address, product, SKU, quantity, prices, discount, delivery, order total, refunded, currency, channel and campaign. An upsell's items sit under the order it was bought with. A file holds at most 50,000 orders; with more, the button says how many matched and asks for one stage tab or a search first. Needs the "export orders" permission (owners, admins, Managers and Operations); a website closer exports only the orders assigned to them. Chat-only buyers have no email in the file.
Link to this answerTake a phone/WhatsApp order
Orders/new lets a staff member type in an order taken outside checkout. The name and phone are required; the email is optional. Without one, no receipt or confirmation email is sent for that order.
Link to this answerThe address on a typed order
The same fields as the checkout: Address, Address line 2, Country, then the country's own word for its regions (State, County, Province...) and City. Country starts on your business country. Where Lazycom has a list (Nigeria, Ghana, Kenya, South Africa, the UK, the US, Canada) the region is a list; for Nigeria the City box becomes an LGA list once a state is chosen. The postcode box shows only for countries that use postcodes (ZIP code in the US). Changing the country clears the region, city and postcode. All address fields are optional.
Link to this answerSuggested delivery agent
When you take an order by hand, the "Delivery and payment" box has an optional Suggested delivery agent: pick a courier company, a rider (shown under their courier company) or one of your own riders or staff. It is only a suggestion: nothing is handed over and no stock moves because of it, and the people on your list are shown by name only. Picking a rider who belongs to a company also sets the company. The order page then shows "Suggested delivery agent", and anyone who can dispatch (the closer on their own orders, Logistics, managers) can Change or Add one until the order is sent out; each change is saved in the order's history. When the order is dispatched, the Dispatch form is already filled in from the suggestion (the courier, its usual fee, its own stock if it holds some, and the delivery person), and whoever dispatches can change any of it: what is on the form when they press Dispatch is what is recorded. A retired person or company is not pre-filled, and the order page says so.
Link to this answerRecord a call outcome
Open an order and "Record a call": "Spoke to them" (clears any pending callback), "No answer" (counts the attempt, otherwise leaves the order alone), or "Call back later" (needs a time — an unscheduled promise to call back is how orders go quiet) or "Wants to buy later" (needs a date: the customer wants the product, but not now, and the order shows the date in Follow-up like a callback). When the callback or buy-later date comes due, whoever set it (else the closer the order is assigned to, else the managers) gets a "Follow-up due" alert in the bell with a link to the order. The same alert rings for a WhatsApp lead's follow-up. It rings once per promised time. This is separate from moving the order's pipeline stage below.
Link to this answerMove an order through the pipeline
A per-stage button on the order: "Customer confirmed," "Mark packed," "Dispatch," "Mark in transit," "Delivered," "Delivery failed," "Returned to us," or "Cancel order." Cancelling, a failed delivery and a return each ask for a reason first; dispatching or delivering can record the courier fee, and delivering a cash order records what was actually collected.
Link to this answerConfirm a delivery
(since 2026-10-23) when someone marks an order Delivered, that is a report: Operations (and the Manager, owner and admin; the Confirm deliveries (who has it: Owner, Admin, Manager, Operations) permission) then presses Confirm delivery on the order page ("Delivery confirmation"). The customer's "delivered" message and the automations you set on the Delivered stage are sent at that point, once, not when the order is first marked Delivered. Orders waiting for it are in the Waiting for confirmation tab of the Orders list, and one that has waited more than 24 hours is flagged. If the delivery was marked by mistake, Not delivered after all (with a reason) puts the order back to In transit and restores the payment status, the courier's record and the lead exactly as they were; it is refused once the delivery is confirmed, the payment is confirmed, a refund exists or a payroll run covers that day. Undo confirmation (with a reason) puts a confirmed delivery back to waiting; the customer is not messaged again. Nobody confirms an order they worked on: the order's closer and the rep it came from cannot confirm it (only the account owner is exempt; admins are not). Deliveries recorded before this feature count as already confirmed.
Link to this answerMark an order paid
(needs the Record payments and refunds (who has it: Owner, Admin, Accountant)Permission: owner, admin and the Accountant have it (since 2026-10-22 the Manager and Logistics no longer do: the Accountant records the money); the Operations role does not, and neither does it record refunds or decide a paid-review) "Mark as Paid" (for manual-payment/COD orders): a two-step confirmation shows the financial consequence before it commits. An order marked as paid, bank transfer or cash on delivery, counts as money received on the day you marked it (Payments Received and revenue reports). A cancelled or returned order cannot be marked as paid. When the button appears depends on how the customer pays: a cash-on-delivery order can be marked paid once it is delivered, and a bank-transfer order once it is confirmed. Before that the button is not offered, and if you try anyway you are told to mark it paid after delivery or after confirmation. The one exception is a bank-transfer receipt the customer sent: approving that receipt records the payment even while the order is still New.
Link to this answerRecord a refund (an order you marked as paid)
On the order page, "Refund" > "Record a refund" for a bank transfer or cash-on-delivery order that is marked as paid. It writes down money you have already given back to the buyer: it does not send any money. Leave the amount empty to refund everything that is left, or enter a part amount (it can be done more than once). Only the owner or an admin can record a refund, because it lowers revenue and bonuses and no money moves; if someone else refunded first, reload and check what is left. A fully refunded order cannot be sent, and delivering it never makes it paid again. A full refund marks the order Refunded and, if it has not been packed yet, cancels it so its stock goes back. A packed or sent parcel is returned from the order page instead. The order's history lists it as "Refund recorded" with the amount. Revenue, the staff bonus base and "Confirmed sales (not yet paid)" all follow. A card or Paystack order is refunded in your payment provider, never here. The buyer gets the refund email for each refund you record, and for each card or Paystack refund too (Email templates > Order emails > Refund confirmation, where you can change its words or switch it off).
Link to this answerWe could not check a payment
When a card or Paystack order is still unpaid after its payment window, we ask your payment provider whether the buyer paid before we give the stock back. If the buyer paid, the order is marked paid on its own, even if the provider's message to us was lost. If we cannot ask (your provider key is missing or was refused, or the provider could not be reached for a week), we never guess: the order appears in "Needs your decision" as a payment we could not check, and the order and its stock are kept. We ask again once a day, so fixing the key settles it with nobody pressing anything. If you checked your payment provider and found no payment from that buyer, press I checked: this was not paid: we ask the provider one last time, then close the order as not paid and give the stock back. This is the only way the stock of a payment we could not read is released.
Link to this answerA payment arrived for the wrong amount or currency
When your payment provider says a buyer paid but the amount is less than the order total, more than the order total, in another currency, or on an older payment page that a newer one had replaced (after the price changed and the buyer tried again), the order is not marked paid on its own. We never refund anything for you. It appears in "Needs your decision" at the top of Orders (and as a banner on the order) with what arrived, what the order asked for, and why. The money is in your own payment provider account, so you decide: Accept this payment (we ask your provider first and only accept money that is still held there, not refunded or disputed, then mark the order paid and keep a note of what really arrived), or refund the buyer in your provider and press I refunded it (we check your provider shows it refunded), which closes the order as refunded, releases its stock and lets the buyer order again. Until you decide, the order and its stock are kept. Lazycom staff can see these but cannot decide them for you. Only the owner or an admin can accept a payment that is not exactly the order total. If a buyer paid MORE than the order, accepting marks the order paid at its own total and the extra stays in your provider account: refund it there yourself, or press I refunded it to refund everything and let the buyer order again. A part refund sent before you decide stops the Accept button, so accept first, then refund the extra. The extra you give back is not part of your sales, so refunding it does not lower your revenue, and the order's refunded figure leaves it out (the refund itself is in your payment provider's dashboard). You can never refund more than the buyer actually paid (the order total plus the extra). The buyer is told "a payment has arrived and the seller is checking it" and is not asked to pay again. If the same buyer pays AGAIN for the same cart while a first payment is waiting for you (or was already dealt with), the second payment is not marked paid and nothing is refunded for you. It shows in an "Another payment arrived for the same cart" box at the top of Orders and on both orders, with the amount, the date and the payment reference. Check your payment provider: if it is a duplicate, refund it there. The box goes away once that order is paid or refunded.
Link to this answerSpot a possible duplicate order
An order shows a "Possible duplicate" mark in the Orders list, and a notice on the order page, when the same customer (same email or same phone number) ordered the same product in the 24 hours before it. The order page links to the earlier order. It only warns you: nothing is blocked or merged. If you can only see your own orders, you still see the mark, but not a link to an order that is not yours. Check with the customer before you ship both.
Link to this answerRefund a card order
Refund it in your own Stripe or Paystack dashboard; the order picks the refund up by itself (a part refund adds to the refunded amount, a full refund marks the order Refunded). This needs the store's webhook set up with the events listed in Settings > Payments (for Stripe, charge.refunded is the one that counts).
Link to this answerA Paystack order that stays unpaid
An order is only marked paid when what Paystack charged covers the order in the order's own currency. If the amounts or currencies don't match, the order is left as it is for you to check in Paystack.
Link to this answerA card order whose payment is not finished
A buyer who opened the card page and never paid has an order marked "Card payment not finished" (on the Orders list, the Calls to make list and the order page). It cannot be confirmed, packed or dispatched until the payment arrives, and you will see "Card payment not finished yet" if you try; it moves on by itself when the buyer pays. Cash on delivery and bank transfer orders are not affected.
Link to this answerCancel a card order that is not paid yet
Lazycom first closes the buyer's Stripe payment page and checks that it is closed, so the order can no longer be paid by accident. If it cannot close the page, or a payment has just arrived, nothing is cancelled and you are told why. A Paystack payment page cannot be closed from here, so a Paystack order can only be cancelled about 30 minutes after it was placed (once the payment window has ended and Paystack says it was not paid).
Link to this answerA cancelled order that was paid anyway
If the buyer pays after the order was cancelled, the money is kept and recorded, but the order stays cancelled and nothing ships. It gets a red note on the order page, appears under the "Paid after cancel" tab on the Orders list, and you get a notification. Refund it in your Stripe or Paystack dashboard and record the refund on the order; the tab clears once it is refunded.
Link to this answerSee how an order is paid
Under the total on the order detail page: "Cash on delivery", "Bank transfer", "Paid online" or "Recorded by hand", then where the payment stands ("paid", "payment pending", "payment failed", "refunded").
Link to this answerAssign a closerTeam
The order detail page's closer picker reassigns who's working it.
Link to this answerConfigure the pipeline
"Pipeline settings" sets Timezone (Reporting), stage timing (Timing, including "Move to Follow-up after (hours)", which says when an uncalled order or an unfinished card payment moves from Calls to make to Follow-up), routing rules ("Who gets new orders" and "Who answers new WhatsApp chats" — each can be "Nobody — assign them yourself"/"Nobody — reps pick chats up themselves" or "The closer/rep with the least on"), and delivery-failure reasons. Requires Change settings (who has it: Owner, Admin) (the people who only hand out orders no longer change these).
Link to this answerWork through overdue orders by handTeam
The Orders list has an "Overdue" tab (it appears while there are some, with the count): orders still unconfirmed past the confirmation deadline. Anyone who may assign orders sees a tick box on each row; tick the orders, pick a closer (or "Unassigned") in the bar above the table and press "Reassign selected". Up to 100 at a time. Each order moves exactly as if you had changed its closer one by one: it is logged, and the new closer gets their bell and email. An order that changed meanwhile (cancelled, say) is reported and the rest still move.
Link to this answerMove overdue orders to another closer automaticallyTeam
In "Pipeline settings", the "Overdue orders" box has a tick, "Move an overdue order to the next closer" (off for every business until you tick it). An order still unconfirmed after the confirmation deadline PLUS the hours you type there moves to the closer with the fewest open orders, never to the closer who has it now and never to someone over their daily limit. The clock counts from the later of the order being placed and its last assignment, so a move (or a hand assignment) restarts it. An order moves at most the number of times you set (2 unless changed, up to 10). The new closer gets the "Order assigned to you" bell and email, the old closer a bell, and the orders nobody can take (or that reached the limit) go into ONE bell note for everyone who runs orders, "N overdue orders need a hand", which opens the Overdue tab. That note keeps its count up to date, rings again only when another order gets stuck, and is marked read once none is waiting. Orders that came due more than three days ago are left alone when you switch it on, so an old backlog is not shuffled. Under the maximum-moves box, A late order goes to lets you pick: the next closer (the default), the next closer and then the policing closer once it has moved the most times allowed, or straight to the policing closer. The policing closer is a person you mark on their Team page (see Settings > Staff). With nobody marked, a late order always goes to the next closer. An order the policing closer already holds is not moved again, and the closer who loses it gets a bell. A department I choose is a fourth choice under A late order goes to: the order goes to a person in that department (the Inbox departments) who shares no department with the closer it counts for, the one with the fewest open orders. If nobody there can take it, it goes to a policing closer when one is marked, otherwise it stays put and everyone who runs orders gets one bell. The closer who loses it gets a bell. Who the order counts for after a department move follows the same rule as the other late moves, below: it keeps the closer it counts for, except when that closer is no longer active when it moves. Pay and bonuses follow the same rule for orders created on or after 1 December 2026, as below; an order created before then counts for the closer who held it. A department move counts as one of the moves against the maximum above. Someone who may assign orders also gets Send to the policing closer under the closer picker on an order, to hand it to the marked person with the fewest open orders by hand (it appears only when someone is marked). The new closer works the order, but on the Leaderboard, a closer's own page and My numbers an order moved because it was overdue or late (by the rule or by this button) keeps the closer it counts for: the closer who had it first, whether it ends up delivered or not. The one exception: if that closer is no longer active when it moves, the new closer becomes the closer it counts for. An order handed over by an Owner, Admin or Manager counts for the closer it was given to (a Manager or Admin handing it to themselves does not take it); handed over by anyone else, it keeps counting for the closer before. Taking an order off a closer does not change who it counts for, and nothing that happens after the order is delivered, failed, returned or cancelled changes it. Pay and bonuses follow the same rule for orders created on or after 1 December 2026 (the per-order delivery bonus, the payroll bonus targets and My earnings): the closer it counts for is paid for a rescued order, and a rescue that fails counts against them. An order created before then keeps counting for the closer who held it. Requires Change settings (who has it: Owner, Admin).
Link to this answerChange why deliveries fail
In "Pipeline settings", the "Why deliveries fail" box shows each reason as a chip. Edit the words on a chip to rename it (or fix a typo): the reports keep counting it as the same reason, including orders that used the old words. Press x on a chip to remove it: it only leaves the lists people pick from, and orders that used it keep it. Type a new reason and press Add or Enter to add one (at most 30). Adding the words of a removed reason brings it back. Requires Change settings (who has it: Owner, Admin).
Link to this answerCheck pending COD orders
Orders confirmed but not yet delivered/failed are the pending pipeline value Lazzy's pending-orders tool reports.
Link to this answerSee who the customer is
An order's Customer panel starts with the buyer's "Name", then Phone, Email and the delivery address. When the order has no name there is no Name line (the phone and email are not repeated as a name).
Link to this answerSee a customer's no-show history
An order's Customer panel shows "No-show history" (e.g. "2 past failed/returned/cancelled orders") when that phone number has any, counting only that same phone's own past orders on this site that ended failed, returned, or cancelled. Hidden entirely when the count is zero.
Link to this answerVAT/GST on the buyer's receipt email
When the business is registered for VAT/GST on the day an order was placed (Accounting > Settings), the order-placed receipt email shows "Includes VAT 7.5%: <amount>" (the business's own rate, only when its prices include VAT) and, while the business is registered, its "VAT/GST no.". A business that was not registered on that day sees neither line. It shows on the placed-order email only, not on the courier or confirmation emails.
Link to this answerWho the buyer's receipt comes from
A business that sends through Lazycom (no email of its own connected) has its receipts and order updates arrive as "<Business name> via Lazycom" from a no-reply address, and when the buyer presses Reply the answer goes to the business's reply address (Inbox > Settings > Email), so it lands in the Inbox. That only applies while the business's plan includes the Inbox and its email channel and "Accept emails sent to this address" is on; otherwise receipts go out exactly as before. A plan that removes the Lazycom branding shows just "<Business name>". A business with its own email connected sends from its own address, as before.
Link to this answerWhy a buyer got no receipt or order email
Order emails (the receipt and the courier, on-the-way, confirm and payment-proof emails) are not sent to an address that bounced before, that marked your mail as spam, or that you blocked. Sending there again hurts delivery for every email you send. A buyer who only unsubscribed from your marketing still gets them, because they are about their own order. Texts and WhatsApp messages are not affected.
Link to this answerReview a bank-transfer receipt
An order paid by bank transfer shows a "Payment proof" panel with the uploaded receipt, its status (pending/ approved/rejected), and — once reviewed — the rejection reason if any. Whoever holds the Record payments and refunds (who has it: Owner, Admin, Accountant) permission can open the receipt file and "Approve" or "Reject" it (rejecting asks for a reason, shown back to the buyer). The file can show bank details, so anyone else who can open the order sees only the status (and the reason once reviewed), not the file. The receipt is kept privately: it has no public web address, and only the order page opens it.
Link to this answerBlock a customer from cash-on-delivery
Orders/blocklist: "Block a customer" takes a phone number and/or an email (at least one, plus an optional reason), and lists everyone currently blocked with a "Remove" action on each row. A blocked phone or email cannot place a cash-on-delivery order; other payment methods still work for them.
Link to this answerSet delivery prices by country, region and area
Delivery options: each place holds one or more named options, and the buyer chooses when there are two or more. See the Delivery options article.
Link to this answerChoose how the close rate is worked outTeam
Orders > Settings > Close rate (owner and admins, Change settings (who has it: Owner, Admin)) picks one of four: Delivered ÷ Assigned (the default: every order given to the closer in the period), Confirmed ÷ Assigned, Delivered ÷ Confirmed, or Delivered ÷ Finished (delivered, failed, returned or cancelled, leaving out a failure the courier is to blame for). It applies to the whole business, the leaderboard, My numbers, the operations report and the top-closer badge, and each change is logged. It does not change who is sent orders, bonuses or what anyone is paid.
Link to this answerSee my own numbersTeam
The My numbers tab shows the signed-in website closer or WhatsApp closer their own figures over the same periods as the leaderboards: orders assigned to them, Customer confirmed, delivered, close rate, delivered revenue and average time to first call, and for chats their answered count, average reply time, won, conversion and revenue. They are the leaderboard figures kept to the person's own name, never anyone else's. Pay, bonuses and what a closer has earned are not shown there (they are on My earnings).
Link to this answerSee my delivery bonusTeam
If your business pays a delivery bonus, My earnings has a "Delivery bonus" section for the current month or week and the latest finished ones: the orders you took, how many were delivered, your delivery rate, the level you have reached and what it pays, how many more delivered orders would reach the next level, and what you have earned, been paid and are still owed. Orders count for the person who held them when they were delivered or closed. It is paid when the owner chooses, not by a payroll run.
Link to this answerSee my own earningsTeam
The My earnings tab shows the signed-in website closer or WhatsApp closer their own BONUS only, never pay or deductions and never anyone else's. "So far" lists each bonus rule that applies to them for the current week or month (the rule's own period, in the store's time zone): the figure so far (delivered orders, confirmed orders, revenue after refunds, or delivery rate), the level reached, what it would pay on today's numbers, and how far the next level is. It is NOT paid yet: it can fall if an order is returned, refunded (including an older order) or cancelled, and payroll decides the final amount for the dates its accountant picks. A rule with a minimum delivery rate shows the rate it reads, which is taken over the 30 days before the period starts. If payroll already has a run for overlapping dates, its status and dates show beside the figure. "Paid in past payroll runs" lists only PAID runs, with the bonus amount. Only active staff see it, and it uses the person's role today. The owner can turn the screen off with "Show closers their earnings" in Orders settings (on by default).
Link to this answerSee who is delivering the mostTeam
Orders/leaderboard ranks closers over Last 7, 30 or 90 days, This month, Last month, or your own From/To dates (press "Show these dates"; both days are included, the To date can't be in the future, and the choice stays in the page address so a refresh or a shared link shows the same period): assigned, confirmed, delivered, returned/cancelled, failed, close rate (the rate the business picked in Orders > Settings > Close rate, named in the column title and tooltip; delivered ÷ assigned unless changed, and a rate over fewer than 5 orders is shown faded; tap or hover the rate and a sentence explains how it came to be, such as "3 of the 4 orders assigned to this closer were delivered. Only 4 orders so far, so this can change quickly."), delivered revenue per currency, and average time to their first call. Shows a "top closer this month" badge when someone has at least 20 concluded orders this calendar month. Click a closer's name to open their own page: the same period and close rate, and the actual orders behind each number (Assigned, Confirmed, Delivered, Returned/cancelled, Failed), each with its count, so you can check a number against its rows. It shows the customer's name and country only, and no pay or bonus figures. Requires Assign orders (who has it: Owner, Admin, Manager, Operations) (owner, admin, Manager, Operations) — a closer only sees their own figures in My numbers, not this ranking. Auto-assign has a third routing option, "the closer with the most delivered" (pipeline settings' "performance" mode), which uses its own steadier delivery rate (not the one picked for display) to send more orders to whoever is delivering, with a warm-up period for new closers and a floor so nobody's share drops to zero. Orders are only ever handed out automatically to website closers: a WhatsApp closer gets an order only when someone assigns it to them by hand, types it in for them, or they raise it themselves from a chat (they log the sales they win on WhatsApp). The "top closer" badge is likewise only for website closers.
Link to this answerNo task matches. Try fewer words, or search all of Help.
Products you have deleted
An order keeps the products it sold even after you delete one under Products. Wherever the order shows its product (the board, the order's own page, the CSV export) the name gets "(deleted)" after it, so you can tell. Nothing about the order changes: it can still be confirmed, sent out, delivered, returned or refunded, and its stock still comes off or goes back as usual.
Remind me on an order's page
"Remind me" sets a later date and time. When it comes due you get a bell note and an email with a link to the order, and it does not count as a call. "Call back later" and "Wants to buy later" in "Record a call" set the same date. Only dates that came due in the last three days ring the bell, and only those from the last 24 hours are emailed, so a backlog never floods anyone. It goes to whoever set it, and you can switch the email off in Settings > Notifications ("Order reminders"). The check runs every 15 minutes.
Notes and customer feedback on an order
The Notes box on an order's page takes either a plain Note (for whoever picks the order up next) or Customer feedback (what the customer said about the order: pick it in the small list beside the button). Feedback shows with an orange "Customer feedback" label, and a copy is put on the customer's page. Anyone who can write notes on the order can write feedback. Only a manager (a person who sees every order) can delete a feedback entry, with "Delete" under it, which also removes the copy on the customer's page. Customer care leaves feedback from its own Delivered orders page and never sees the internal notes. On the Orders list the Has customer feedback button next to the tabs shows only orders that have a feedback entry (press it again to clear it); the tab counts follow it.
Where a sale came from (being reviewed)
A review page, orders/origin-review, shows where each sale came from. It is being checked before it replaces the main list, so the main list does not show it yet. Under Source there can be badges:
- Recovered cart: the buyer came back through a reminder link about an earlier unpaid checkout (the automatic cart reminder, or a payment link sent from Follow-up) and bought. Hover the badge to see which. Its page says "Recovered from" with a link to the earlier one when you can open it. Only sales after this was switched on are marked; earlier recoveries cannot be known.
- Follow-up: somebody on Follow-up worked it.
- Repeat customer: the same customer (same phone number, or the same real email) bought from this shop before. It is worked out each time the list opens. Imported old sales count as the earlier purchase, but an imported one never gets a badge itself.
- Retention: taken with "Take an order" from Retention or the customer's page. That button is not there yet (it is the next step), so nothing carries this badge today. The Came from buttons beside the tabs keep only the rows with that badge (press it again to clear it); the tab counts follow, and every other filter stays. These badges are for the shop's own view only: they do not change anybody's credit, commission or pay.
The money view (the Accountant)Team
The Accountant sees every order, but only what the money work needs: the reference, the date, the items and amounts, how it was paid and whether it is paid, the payment receipt, refunds and paid reviews, and the customer's name. The customer's phone, email, delivery and billing address, the answers they typed at checkout, the notes, the rider's phone and any reason somebody typed by hand are not shown ("Contact details are not shown in the money view"). The Orders search finds a name or an order code, never a phone number or an email. Follow-up, Calls to make, Left at checkout, the blocklist, New order and the Inbox do not open for the Accountant. Someone who is also a closer or on Follow-up sees the contact details of their own orders as before, and a Manager, an Admin or the owner sees everything. Marking paid, approving or rejecting a receipt and recording a refund work exactly as before. The Accountant keeps the sales reports (sales by channel, sales performance, Follow-up orders that ended up Delivered, the retention overview), not the closer leaderboard. On Retention they see customers by name only, with no Call or WhatsApp buttons. If they switch on the new-order email it shows the customer's name, the items and the money, never the phone, email or address.
Who can make which move
Customer confirmed (the customer agreed on the call) and Cancel need Confirm or cancel orders (who has it: Owner, Admin, Manager, Operations, Follow-up, Website closer, WhatsApp closer); the website closer and the WhatsApp closer have it. Dispatch needs Send orders out (who has it: Owner, Admin, Manager, Logistics, Operations, Website closer, WhatsApp closer) (the closers) or Pack and deliver orders (who has it: Owner, Admin, Manager, Logistics, Operations). Pack, In transit, Delivered, Failed and Returned need Pack and deliver orders (who has it: Owner, Admin, Manager, Logistics, Operations) (Operations, Logistics, Inventory, Manager), so a closer can send a parcel out but cannot pack it or say it was delivered. Marking paid and refunds need Record payments and refunds (who has it: Owner, Admin, Accountant). An order can only be assigned to a closer (someone who can confirm or work assigned orders).
Limits and plan gating
No plan feature gates Orders itself. Visibility of orders is by staff permission: See every order (who has it: Owner, Admin, Manager, Logistics, Operations, Retention) sees every order, See their own orders (who has it: Owner, Admin, Manager, Logistics, Operations, Retention, Website closer, WhatsApp closer) only orders assigned to that closer; the closer leaderboard and a closer's page under it need Assign orders (who has it: Owner, Admin, Manager, Operations). Pipeline settings and the blocklist require Change settings (who has it: Owner, Admin); Delivery options also opens to Manage logistics (who has it: Owner, Admin, Manager, Logistics) and Manage products and delivery prices (who has it: Owner, Admin, Manager). Approving or rejecting a payment-proof receipt requires Record payments and refunds (who has it: Owner, Admin, Accountant) (the same permission that marks an order paid and records a refund). Exporting orders needs Export orders (who has it: Owner, Admin, Manager) as well as one of the two above.
Orders brought in from another shop (Move to Lazycom) are history. They are never shown as overdue for a call or as duplicates, never count as the store's first or latest sales, and stay out of reports and profit and loss unless Include imported orders is on in Accounting → Settings.
When someone asks how many orders they have or when they last got one, Lazzy answers from the Orders board, which counts every order, including the ones moved from the old shop (and says which they are). The revenue and pending reports leave moved orders out, so when they look empty Lazzy says the report leaves the moved orders out and where the switch is, and never says "no orders".
- VAT on the buyer's order page — when the business is set as VAT-registered (Accounting settings), the buyer's order confirmation and order status pages show "VAT/GST no. ..." and, if prices include VAT, a line such as "Includes VAT 7.5%: amount". Orders placed before the registration date show no VAT line, and a business that is not registered shows neither.
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Still stuck?
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