Ecommerce Platform | Order statuses: what do they mean?
To view the status of all your properties orders, please follow the steps below:
Log in to your ecommerce platform.
Click 'Orders' from the menu on the left-hand side.
If desired, you can filter your view of orders by the 'order status'.
What these statuses mean:
'COMPLETE'
The order has been successfully booked into your third-party system.
Payment for this order has been successfully taken.
'PENDING PAYMENT'
The guest started the order on your ecommerce platform but did not complete the purchase.
Payment has NOT been taken.
There will be a temporary booking reservation in your third-party system for a short period (30 minutes in Premier and 15 minutes in SynXis).
Premier - If the purchase has not been completed via your ecommerce platform within 30 minutes, the temporary booking and new client details will permanently disappear.
SynXis - If the purchase has not been completed via your ecommerce platform within 15 minutes, the reservation will display as Ignored and the inventory will drop back into the available inventory.
IMPORTANT: DO NOT manually complete an order on a temporary booking. It will still disappear after 30 minutes even if you have added further details and taken payment. ALWAYS create a new booking.
'CANCELLED'
This order has been manually cancelled in your ecommerce platform.
If a refund is also required, this needs to be completed separately.
The booking should also be deleted/cancelled on your third-party system.
'FAILED'
This order has not been successful.
Payment has not been taken.
There won't be a booking in your third-party system.
'IN PROGRESS'
Payment for this order has been successfully taken.
The order will show on your ecommerce platform.
There WON'T be a booking in your third-party system due to a timeout or error within the API - you can check the error message by following this article here
This booking needs to be manually added to your third-party system and the payment need to be correctly assigned.
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