Order Management
When to use this screen
Use this as the paid-order desk: find a checkout, see payment + provisioning, recover a stuck cart, cancel pending, retry broker, manual provision. Failed broker create after pay also has Failed Order Management. Live-data SKUs have a dedicated list: Live Data Order Management.
Who can open it / who to ping
- Open: Orders manage.
- Ping billing for captured money you might refund; ping broker ops before retry broker; ping fraud before manual provision on a suspicious order.
Find the record
Open Admin → Operations & Orders → Order Management. Filter order/email, payment, gateway, type, provisioning, cart, dates. CSV export uses the same filters. Open Order details from a row.
Happy path
- Search email or order id from the ticket.
- Confirm payment state vs provisioning state (paid-but-no-account is different from unpaid).
- Use the smallest action: cancel pending if never paid; retry broker if paid; manual provision only with approval.
Action catalog
| Action | When to use | Customer impact |
|---|---|---|
| CSV export | Finance recon | File |
| Cart group | Multi-item checkout | See sibling orders |
| Verify / recover checkout session | Paid in gateway, missing locally | May create the missing order |
| Cancel pending | Unpaid / stuck pending | Releases the cart; does not refund a capture |
| Retry broker account | Payment OK, broker create failed | Attempts account create again |
| Manual provision | Approved exception | Creates the account as if checkout succeeded |
| Attach / update subscription / next bill date | Recurring billing repair | Changes when they are charged |
If this fails
- Cancel pending on a captured order does not refund — billing must refund.
- Double provision: never manual-provision if retry already created the account — check Accounts Management.
- Cart group empty: single-item order.