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Open in TWICE Admin

orders
Charge the customer after the return when an item comes back needing a refuel, a repair or a missing part. You add a custom line at the price you charge, and send the customer a checkout link for that line. Order Lifecycle explains what completing an order closes, and what reopening it brings back. If the order is not completed and still holds the customer’s deposit, take the charge from the deposit instead, as Capture a deposit shows. For a charge you make often at one price, such as a refuel, create a sales listing for it once and add it with Add an item instead.

Prerequisites

Required permissions: Create and edit orders to reopen the order and add the line (orders:order_summary:manage) and to send the checkout link (orders:order:create), and View orders to follow the payment on the Payments tab (orders:order_payments:view). Every built-in role holds both, Member included. See Users & Roles.
Have ready before you start:
  • What you are charging for, and the price, from your price list.
  • The customer’s email, to send the checkout link to.
  • A payment provider connected, for the online payment methods the link offers. See Payments settings.

The walkthrough

1

Open the order

Open Orders and find the order. Check the location selector in the top-left corner first if your account has more than one location, because the table lists only that location’s orders. The order opens on its Summary tab.
The Orders table with a completed order's row highlighted
2

Reopen a completed order

Check the top of the order. This order is closed means the order was completed. Reopen it to Open from the status chip at the far right of the top bar, as Reopen an order shows. + Add and Payment then show in the top-right corner.
A completed order with the This order is closed banner and the Completed status chip highlighted
3

Open Add custom item

Click + Add in the top-right corner of the order. In the Add panel that opens, click Add custom item at the right end of the row of tabs. The Add Line Item panel opens with an empty Name.
The Add panel's tab row with Add custom item highlighted at its right end
4

Name the charge

Enter what the charge is for in Name at the top of the Line item card, for example Refuel or Broken tail lamp. The line carries this name on the order. Leave Purchase Type under it at Sale, where it starts.
The Add Line Item panel with Name filled in and Purchase Type at Sale, both highlighted
5

Enter the price

Enter the amount you charge in Unit price. The total at the bottom of the Line item card shows what the line adds to the order.
The Add Line Item panel with Unit price filled in and the total row under it highlighted
6

Add the line

Click Add at the bottom of the panel. The panel closes, and the Summary tab lists the new line under Sold with an Unpaid chip. The Payments card on the right of the order reads Partially paid.
An order's Summary tab with the new line under Sold, its Unpaid chip and the Payments card at Partially paid highlighted
7

Open Send checkout link

Click Payment in the top-right corner of the order and choose Send checkout link. The Send checkout link panel opens on the right.
The Payment menu open on an order with Send checkout link highlighted
8

Check the email and what the link collects

Check Email under Contact details. It starts with the email of the order’s main customer. Check the rows under Amount to collect: every line that still owes money is ticked at what it owes. On an order that was paid in full, that is the new line alone. Untick any other row.
The Send checkout link panel with the Email field and the Amount to collect section highlighted
9

Send the link

Check that the online methods under Available payment methods are ticked, then click Send checkout link at the bottom of the panel. The button ends in the amount, for example 45.00 €. Checkout link created successfully confirms it, and the panel closes.
The bottom of the Send checkout link panel with Available payment methods and the Send checkout link button highlighted
10

Follow the payment

Open the order’s Payments tab. The link is listed under Checkout links as Active. When the customer pays, it reads Used, and the new line’s chip on the Summary tab reads Paid.
An order's Payments tab with the tab, the Checkout links card and an Active link highlighted
11

Complete the order once it is paid

Wait until the link reads Used, then complete the order again, as Complete an order shows. Completing it sooner revokes the link, and the customer can no longer pay it.
The status chip's menu open on a reopened order, with Open and Completed highlighted

How do I know it worked?

  • The new line is on the Summary tab under Sold, with the name and price you entered.
  • The link is listed under Checkout links on the Payments tab, with the address it went to in the Email column.
  • The line’s chip reads Paid once the customer pays, and the order reads Completed again after you complete it.

Troubleshooting / common pitfalls

The order is closed, and This order is closed shows at the top. Reopen it as Reopen an order shows. On an order that is not closed, your role hides the buttons. See UI visibility.
Your account has no payment method switched on, so the link has nothing to offer the customer. Connect a payment provider and enable the methods you accept under Payments settings, then send the link.

Order Lifecycle

What completing an order closes, and what reopening it brings back.

Returns and damage

Every walkthrough for taking items back and charging for damage.

Capture a deposit

Take the charge from a deposit you still hold.

Send a checkout link

Collect what an order owes, in full or in part.

Reopen an order

Make a completed order editable again.