Change an order's status in Jovvie Point of Sale

In the Jovvie Point of Sale register, use Change Status to move an order to another status, for example from Pending payment to Cancelled.

Caution

Changing a status does not take a payment, and it does not refund one. Setting an order to Completed does not charge the customer. Setting it to Refunded does not send money back. To refund a customer, see Refund an order in the register.

Before you start

• You need a Point of Sale user who is allowed to edit orders.
• Statuses come from your store. A standard store has Pending payment, Processing, On hold, Completed, Cancelled, Refunded, and Failed. Statuses you add to your store also appear.

Change the status from the Orders panel

1. Click Orders at the top of the cart. See Find and view orders.

2. Find the order.

3. Click the three-dot button at the end of the row.

4. Click Change Status.

5. Click the new status.

   The current status is marked with a check. A message confirms that the order was updated to the new status.

The list and the numbers on the status tabs update.

Change the status from the order details

1. Open the order’s details. See Find and view orders.
2. Click the status badge, next to Status.
3. Click the new status.

Mark a processing order Complete

After a checkout, the register shows the order’s status. If the status is Processing, a Complete button appears with the other order buttons.

1. Click Complete.

   The order is set to Completed and a message says Order completed.

Use this when you have handed over the items. It does not take a payment. If a station does not show Complete, an administrator or shop manager may have hidden it. See Show or hide register buttons.

Cancel an unpaid invoice order

If the order was sent as an invoice, do these checks before and after you cancel it.

1. Check whether the customer paid. See Follow up on an unpaid invoice.
2. Check your Stripe Dashboard. Confirm that no payment succeeded and none is still processing.
3. Set the order to Cancelled. See Change the status from the Orders panel.
4. Open the order’s details. See Find and view orders.
5. Under Internal Notes, look for the note Invoice payment link abandoned at the payment service. This note means the payment link was cancelled.

If that note is not there, or you see a note starting with Could not abandon the invoice payment link, the old link may still work. Contact Jovvie support.

If the status does not change

If the order is for a card payment and you are not sure whether the customer was charged, do not change the status or retry the sale yet. Make sure no payment went through and none is still processing, then contact Jovvie support if you are unsure.

“Failed to change order status”

Symptom: You choose a new status, and this message appears instead of a confirmation.

Cause: The change did not save, often because of a connection problem.

Fix:

1. Check your connection.
2. Try the status change again.
3. If it keeps failing, see Loading and sync problems.

“This order is currently being edited by another user.”

Symptom: You choose a new status and see this message.

Cause: Someone has the order open in your dashboard or another register.

Fix: Wait until they finish, then try again.

“You do not have permission to change this order’s status.”

Symptom: You choose a new status and see this message.

Cause: Your user is not allowed to change this order’s status.

Fix: Ask an administrator or shop manager to change the status for you or to update your permissions.