Review Order Details
Order details show the information staff need to fulfill, troubleshoot, or hand over an order.
Quick Reference
| Detail Area | Why It Matters | What To Check |
|---|---|---|
| Guest details | Identifies who placed the order. | Name, room, contact, table, or notes. |
| Items | Shows what was ordered. | Quantity, options, add-ons, and item notes. |
| Payment | Shows how payment was handled. | Paid, pending, failed, charge to room, pay at counter, online gateway, or no payment. |
| POS | Shows POS posting state if enabled. | Success, pending, or error. |
| Promo and totals | Shows promo code, discount, surcharge, and total calculation. | Confirm totals match the guest checkout expectation. |
| Gateway details | Shows gateway-specific context for online payments. | Review Adyen, Fiserv, Reddot, or Stripe details before escalating. |
| Timeline | Shows order changes. | Useful for support and handover. |
Before You Start
- Open the order from the order list.
- Confirm you are reviewing the correct property and date.
- Confirm the staff member has permission to update orders.
Review an Order
- Open Catalogue V3 -> Orders.
- Select the order.
- Review guest details.
- Review ordered items, quantities, options, and notes.
- Review promo code, discount, surcharges, and total.
- Check payment and POS state, including whether the order was placed without payment.
- Review gateway-specific payment details for online payments.
- Update status or add notes according to the property process.
Payment Details
Use payment details to understand how the guest attempted to pay and what staff should do next.
Check:
- Selected payment method.
- Payment status and gateway status.
- Gateway details for Adyen, Fiserv, Reddot, or Stripe when online payment is used.
- Offline payment labels such as charge to room, pay at counter, pay upon delivery, or custom offline payment.
- Whether the order was created through a no-payment checkout flow.
Do not collect another payment until the existing payment status is reviewed.
Troubleshooting
POS error appears on an order
What you see: The order exists, but POS posting failed or is pending.
Do this:
- Confirm the order should post to POS.
- Check whether item or payment mapping is missing.
- Follow the property's manual handling process.
- Contact support if multiple orders show the same POS state.
Payment gateway details are unclear
What you see: The order has an online payment, but staff cannot tell whether payment succeeded.
Do this:
- Review the selected gateway details on the order.
- Check the payment status tag and gateway status.
- Compare with the payment provider dashboard if the property has access.
- Escalate with order reference, gateway name, payment status, and timestamp.