Introduction to Orders: statuses, details & refunds — including bookable product orders
In Final POS, order status reflects fulfilment — not payment. A Completed order means the item was delivered or the service was rendered. For bookable products, receipts show deposit paid and balance due, cancellations leave a cancelled order record, and the sales channel (in-store or online) is always captured.
What is an order?
Every sale in Final creates an order — whether it's a retail item rung up at the till, a service booked through a Flow, or a rental reserved by a staff member. Orders are the record of what was sold, how it was paid, who handled it, and what happened next.
Order statuses
Order status reflects fulfilment, not payment. Payment is tracked separately through your payment methods and balance.
| Status | What it means |
|---|---|
| Open | The order has been created but not yet fulfilled. |
| Completed | The order has been fulfilled — the item was delivered or the service was rendered. |
| Cancelled | The order was cancelled. The record is kept; nothing is deleted. |
For bookable products specifically: a booking marked Completed means the appointment, rental, or session was fulfilled. It does not indicate whether payment has been collected.
Order details
The order details page shows everything captured at the time the order was placed:
Items — products, quantities, add-ons, and modifiers.
For bookable orders — line items describing the booking (dates, times, resource), add-ons, and taxes; deposit paid and balance due.
Customer — name, contact details, and address if provided.
Payments — how the order was paid and by which method.
Staff — the employee who created the order and the Outlet it was taken at.
Activity timeline — a log of every status change and action on the order, including any staff availability overrides on bookable orders.
Order source
The order source is the sales channel where the booking or sale originated:
In-store — taken by staff at an Outlet, whether at the POS or in the back office.
Online — placed by a customer through a self-service Flow.
This applies to bookable orders too. A booking made by a staff member on behalf of a customer at the counter is recorded as in-store.
Bookable product orders
Bookings follow the same order model as standard sales, with a few things to know:
Deposits and balances: If a deposit was collected at the time of booking, the order receipt shows the deposit paid and the remaining balance due.
Cancellations: Cancelling a booking creates a cancelled order. The booking record is never silently removed — you always have a full history.
Held status: A booking may show as Held while payment is being processed. Once the order is paid and completed, the booking status updates to reflect that. If you see a completed, paid order still showing its booking as Held, try refreshing the page.
Refunds
Refunds are made from the order details page or from Station Home using Quick Refund. A refund creates a record linked to the original order — the original order is not modified or deleted.
For bookable orders, refund the order the same way you would any other sale. The booking's cancellation and refund history both appear in the Activity timeline.
Finding orders
Use the Orders section in Final Manage to search and filter your full order history. You can filter by date, status, sales channel, employee, and Outlet. Open any order to see its full details.
For bookable products, you can also view the booking history for a specific product directly on that product's detail page under Booking History.