Ecommerce Platform | Order statuses: what do they mean?

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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