Orders

Here is an overview of the Orders pages used for Paid Registration.

Number Of Orders

This widget displays the total number of orders with a status of payment_received.

It does not include orders awaiting payment (payment_pending), cancellations, or orders with failed transactions.

Orders Today/This Week

Orders Today

This shows the number of Orders with a status of payment_received made from 12:01 am until 11:59 pm today. Cancelled orders or orders with failed transactions are not included.

Orders This Week

This indicates the number of Orders with a status of payment_received made from 12:01 am Monday to 11:59 pm Sunday. Again, cancelled Orders and failed transactions are excluded.

Note: The ‘Week’ count includes the 'Today' counts.

Products Ordered/Registered

The Products Ordered/Registered widget shows the number of products within orders that have a status of 'payment_received' (products ordered) and the number of registrations within those orders. This count excludes failed transactions, cancelled orders, or pending payment orders.

The difference between the Ordered and Registered numbers indicates the extent to which purchasers have activated their registrations. Ideally, these numbers should be identical or very close indicating that every Product sold has a Registered person. If there is a significant discrepancy, it may be appropriate to send reminders to customers 1-week post-purchase to encourage them to activate their Registrations.

Gross Sales

This section displays the total monetary value of all order totals combined. Only orders in 'payment_received' status contribute to the gross sales total. If an order was 'cancelled' and an adjustment fee was withheld, it will still be counted in Gross Sales.

The amount includes any applicable taxes and is rounded to two decimals. Gross Sales represents the actual amount received, excluding any payment_pending Orders but including fees withheld from cancelled orders.

Awaiting Payment

The first digit indicates the total number of Orders awaiting payment (payment_pending). This includes all orders that were not paid immediately through a credit card

The second figure shows the total monetary value of all orders that remain in payment_pending status. As orders are marked as payment_received, this value will decrease while gross sales will increase.

Orders that have this status are typically admin orders or those checked out using the Pay by Invoice option.

Note:

• An Order may contain one or many Products
• The displayed amount includes tax
• The displayed amount is rounded from 4 decimal places to 2 decimal places
• You can view a list of the Orders Awaiting Payment by clicking on the Orders Awaiting Payment tab next to Recent Orders

Search Orders

You can search for orders using the Billing Name, Billing Email, or Order ID. Clicking on a search result will open the order details.

When searching by Order ID, ensure that the entire Order ID is entered before results will appear.

Keep in mind that a Person's details may not always match the billing details on the Order where their Product was purchased, making it difficult to locate a Person's Order using the search function alone.

To locate the corresponding Order record from a Person record, navigate to the Person record and click on the link below their name (see below):

Recent Orders

This section presents a reverse chronological list of recent orders, which includes both Product and Addon orders. This display includes orders with failed transactions, cancelled orders, and payment_pending orders.

Unpaid Orders

This is a filtered list of orders with a status of "payment_pending". These orders likely resulted from customers checking out through 'Pay by Invoice' or were created as admin orders.

Free of Charge (FOC) Orders

If an FOC admin order is created, it will automatically be marked as FOC with a status of 'payment_received'. Therefore, these FOC orders are included in the relevant metrics above  (e.g., Number of Orders, Orders Today/This Week, Products Ordered/Registered).

Below is an example of how an FOC order is represented in Recent Orders. Notice that the status is 'payment_received'.

Order and Product Status

Orders are defined by a financial transaction and must contain at least one item of value, either a Product or an Add-on item. It's important to consider the status of Orders and Products together, as they are directly linked.

Order Status: payment_received

In the screenshot above, payment has been received. This can be either a credit card or manual payment. At this stage, all Products on the Order are ready for the next step: Activate Registration.

Available Transitions:

• payment_received -> cancelled

Product Status:

Products associated with an Order in the payment_received status can be in one of two states:

• registered: The Registration has been Activated (a person has completed the Activate Registration form), and now has a Person Record at the event.
  
• unregistered: The Registration has NOT been activated but is available for someone to Activate their Registration.

Order Status: payment_pending

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In this example, the order has been created, but payment has not yet been received. Orders transition to this status when the 'Pay by Invoice' option is selected during Site checkout or when Admin Orders are created (which includes Products and Addons). While in this status, Products can't be Activated, and the links for Activate Registration will not function.

Available Transitions:

• payment_pending -> payment_received
• payment_pending -> cancelled

Product Status:

Products associated with an Order in the payment_pending status can only be in one state:

• unregistered: Products linked to an Order with a status of payment_pending can't be activated until payment is completed. Therefore, these Products remain unregistered and inaccessible to people for activation until the Order changes to payment_received.

Order Status: cancelled

When an Order has been cancelled, it invalidates any Registration Activation links. If Registrations have already been Activated, there is an option to preserve the Person Record during cancellation. Orders can't transition from this status.

Available Transitions:
None

Product Status:
Products associated with an Order in a cancelled status can only be in one state:

• cancelled: Once an Order is marked as cancelled, all Products within that Order are similarly marked as cancelled. In this state, Registration Activation can't be accessed.

Order Status: transaction_error

This status results from a failed credit card transaction. The Order record remains because Orders are generated before payment is complete. Orders in this status can't be transitioned, and a new order must be created to attempt payment again.

Available Transitions:

None

Product Status:

Products associated with an Order in the transaction_error status can only be in one status:

• order_incomplete: When an Order Status is transaction_error, all Products within that Order are marked as order_incomplete. In this state, Registration Activation can't be accessed.

Find an Order ID

To find an order, follow these steps:

1. Navigate to Orders
2. Search for an order or select one from the table view
3. The order detail screen reveals the Order ID

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Create FOC and Admin Orders

Admin Orders are Orders created by you, the Jomablue administrator. They offer the following benefits:

• They bypass inventory limits imposed on Site visitors
• They allow you customisation of the Products and Items included in an Order without being restricted by Site configurations
• They allow you to accept payment methods other than credit card
• They provide a way to make an Order 100% free-of-charge (FOC)

Once an Admin Order is created, you can either send the invoice to the recipient or share the Registration Activation links directly.

Note: Admin Orders are only available for Paid Registration. 

Create an Admin Order

1. Navigate to Orders
2. Click on New Order at the top right of the screen
   
   
3. Select the Payment Method
   
   
4. Enter a purchase order number (optional)
5. Populate the billing details (required, even for free-of-charge orders)
   
   
6. Click Add Product to configure your Product and Order Items
7. Configure the Product and ensure to add any required Items
8. Select Add to Order
   
   Note: You can easily duplicate the Product and Item configuration after it has been added to the Order.
9. Finally, click Generate Order (top right). Your Admin Order will appear at the top of the Recent Orders list.
   
   
   

For FOC Admin Orders: The Registration links can be shared/used immediately

For paid Admin Orders: The Order must be marked as payment_received before the Registration links will work.

Register an FOC Admin Order

Once an FOC Admin Order has been created, the Registration Links within the Order can be shared or used immediately. To access the Registration links, locate the Order you created in the Recent Orders list as described above.

To share the Registration Link(s), use the Send Reg Links button at the top right corner of the Order view (see below).

To access individual Registration Links, click the Copy Registration button to copy the Registration Link to your clipboard (see below). These can be registered straight away, or shared manually if desired.

Cancel an Order

1. From the Orders page (located in the menu on the left), find the relevant order using the search bar and click on the order name
2. Click on the Cancel Order button in the top right corner of the Order Details page
3. Select refund method (manual refund method should be used for cash onsite; credit card is the default)
4. Provide details for the 'Reason for cancelling the order' beneath 'Adjustment Fee', specifying any cancellation fees if applicable
5. Click Cancel Order once you have entered all the required details
6. To send the person an invoice detailing the cancellation fee, click the Send Invoice button in the top right corner of the page, and enter their email address.

Complete 'Payment Pending' Orders

There are several ways a person can pay an invoice, whether it is from an admin order or through the 'Checkout by Invoice' (if enabled on the site).

Payment Methods

• Credit Card
  The self-service option. Recipients of the invoice can follow the link included at the bottom of their invoice to pay by credit card. This link directs them to the payment gateway used for the event.
• Manual Payment (EFT, Check, Cash)
  Manual payment options include EFT transfers, cheques, or cash. Once the invoiced amount is received, the order status in Jomablue can be updated to payment_received.

Payment via Credit Card

The most common way to receive payment is by Credit Card. Each invoice contains a unique URL link for that order. The recipient can enter their credit card information and process the payment immediately.

Payment via Credit Card (as opposed to Manual Payment) saves you time as the process is completely automated and requires no intervention from your Event Team.

Once paid, an updated invoice and registration link are automatically sent to the recipient, allowing them to activate their Registration.

Manual Payment

Manual Payment refers to receiving funds through alternate means to Credit Card Payment. Generally speaking, this is by EFT.

The manual payment instructions are configured on the Registration tab and are included at the bottom of the invoice and on the Invoice Payment Page.

Note: The Manual Payment Instructions text is limited to 191 characters

After making a Manual Payment, the Site visitor can notify the Event Team about the payment. This step is optional, and the notification link is included in the footer of the invoice. The notification will appear in the Order Log associated with that Order.


Once you confirm receipt of the funds (e.g., after bank account reconciliation), you can update the Order status to “Payment Received.” This action will automatically send an invoice and registration links to the user.

Cancel a Payment Pending Order

Self-cancellation

For orders with a  payment_pending status, users can cancel their order before the funds are received. To do this, they can click cancel this order on the Payment Required page, and then provide a reason for the cancellation. No email communication is sent after the cancellation is confirmed.

Administrator Cancellation

Alternatively, Jomablue administrators can cancel the order by pressing Cancel Order on the Order Details page.

Cancel Addon Order as an administrator

Jomablue administrators can also cancel an Addon Order stuck in payment_pending status that is intended to be paid by credit card. This situation may occur if a user enters their billing details, submits them (creating an Order in Jomablue), and then navigates away from the credit card payment screen. This commonly happens with Stripe or Braintree payment gateways.
When cancelling an Order in payment_pending status, a modal warning will appear, asking for a reason for the cancellation.

If a cancelled Order attempts a payment, the user will see an error message indicating that the order has been cancelled.

Add Notes to Product Orders

Free text notes can easily be added to any order, including cancelled or failed orders.

They can be used to:

• Keep track of who made adjustments to the order
• Note who generated or placed the order from your team
• Document correspondence with the Billing User.

Important considerations:

• Notes can't be edited once created
• Created notes appear in the Logs tab
• It's advisable to include your name when creating a note to help others identify the point of contact for questions.

To add a note and view it:

• Click Actions
• Select Add Internal Note
• Enter your Note
• Press Save
• You can now view the notes in the Logs tab

Notes are kept in the log alongside any other interaction with the order (such as payments or refunds)

Notes:

• Notes can't be edited once saved, but you may add more notes.
• The name of the note creator is not automatically recorded, so it is a good practice to add your initials or name if you want others to know who wrote the note.
• Notes can only be added to Product orders (not add-on orders).

Edit Billing information on an Order

Sometimes it is necessary to edit the billing details for an order.

To edit Billing Details:

1. Navigate to Orders via the left navigation menu
2. Search for the relevant Order
3. Select the Order you wish to edit
4. In the Order Billing Details panel (located at the top left), select Edit details
5. Update the relevant fields
6. Press Save details

Notes:
After the details have been edited, a log of all changes made (along with the user who made them) will be available in the Logs tab within the Order Details.

Registration Support Requests

Jomablue Support Requests are designed to help you track, manage, and resolve registration-related queries and requests from your customers. Users with finance-level access and higher can access the Support Requests section.

To access Support Requests, navigate to Registration > Support Requests in the left-hand menu in Jomablue.

Note: While the Support Requests feature allows you to manage your Support Requests, communication via email must be done through your own email client, as sending and receiving emails directly through the Support Requests view is not supported

How Attendees submit Support Requests

Attendees can submit Registration Support Requests upon registration for your Event. These requests can be accessed using a link in the confirmation Emails. See below:

If you are using a Custom Registration Confirmation Email, you can include the Support Request link in your Template.

For additional information see the article: Communication.

Types of Support Requests

Support Requests are categorised into three types:

• Cancellation Requests
• Transfer Requests
• Other

This categorisation helps you efficiently manage Cancellation and Transfer requests according to your event policies. Other types of requests may include:

• Changes to registration information
• Cancelling part of an Order (e.g., cancelling an Item ordered alongside a Product without cancelling the Product itself)

Below is an example list of Support Requests, each representing one of the three types:

Handle Support Requests

When you first receive a Support Request, its status will be set to "Open.” Upon clicking on the Request, you will see the following view:

Here you can see:

• The date the request was created and the date it was last updated
• The details of the Person who made the request
• The Request type
• The initial Request message (submitted by the requester)
• Internal Support Request Notes
• Request Status

The Notes field is for internal note-taking use only, meaning the requester will not be able to see these notes. This is intended for larger support teams where requests may be handled by multiple people, providing a central place to store information about that request.

The Status field is a drop-down menu that allows you to set the Status of the Support Request.

This does not affect what the requester sees; it serves as an internal indicator. The available options are:

• Open (all requests are set to Open upon submission)
• Closed
• Waiting on External
• Transferred

Changing the status of a Request will alter its colour in the list of Requests. See below for an example:

Jomablue Order data available in Stripe

During the payment process for Paid Registration, we pass the following 'Metadata' to Stripe for each transaction. This metadata is structured data attached to each order, which can be found in Stripe and exported as a file in CSV file.

The following fields are included in the metadata that is passed from Jomablue to Stripe during the payment process for Paid Registration:

• Jomablue_event_id - the numeric ID for this event, visible on the event selection page in Jomablue portal (located at the bottom left of each event, as shown below)
  
  
• Jomablue_event_name - The name of this event
• Jomablue_public_order_id - The order number, which is searchable on the Orders page in Jomablue Portal and visible on the Order Details page (beneath the page header)
• Jomablue_private_order_id - The numeric ID for this order

Export the Stripe payments

1. Log into your Stripe account and export Payments
2. Locate and open the CSV file in your downloads
3. The last 4 columns in the file correspond to the fields detailed above

Reference Order data in Jomablue

1. Select the event
2. Go to Registration > Financial Reports in the left navigation of Jomablue
3. Select Generate Report within the Order Summary section
4. Locate and open the CSV file in your downloads
5. Identify the Jomablue order data:

• • Column A (id) = Jomablue_private_order_id in the Stripe export
  • Column B (public_order_id) = Jomablue_private_order_id in the Stripe export

Transaction Errors in recent Orders

Why do I see 'transaction_error' in the Recent Orders list?

In Jomablue, every financial transaction (regardless its status) is directly linked to an Order. In other words, a financial transaction can't take place without an order being generated first, which occurs automatically in the background.

It’s important to note that the Order ID is passed to the payment gateway Therefore, users must generate the order before payments are sent to the payment gateway.

When a financial transaction fails, the Order ID still retains all the details associated with the Order. Although an Order is created, the Products and Items within that order were never issued or removed from inventories.

Therefore, it is safe to ignore the transaction_error rows listed in 'Recent Orders'.

Transaction Error Followed by a Successful Payment

It is common to see an order with 'transaction_error' followed by a successful payment (payment_received) with the same Billing details. This situation typically arises when the user receives feedback such as 'Insufficient funds' or 'Do not Honour' while attempting to place their Order on the Site. This prompts them to try another credit card,which frequently results in a subsequent successful order.

Note: Feedback from the payment attempt is displayed to users and can also be seen under the Order > Logs tab. If their card is declined and a reason is provided by the bank (such as insufficient funds), both the user and you can view this information under the Order > Logs tab.

Transfer a Registration

You can do the following steps when the Order is placed on a Site:

1. Find the Order
2. Navigate to the Advanced Tab
3. Identify the Product registered to the person cancelling their registration
4. Click on Cancel Registration
   
   
5. Provide a reason for the cancellation, including details on why and who approved/actioned the cancellation
   
   
6. Once confirmed, return to the Order tab. You can now copy the registration link and provide it to the person who will take that place.
7. The person who placed the order can manage this product from their Order Management link.
   
   

Cancel and transfer a registration

1. From the Orders page (located in the left menu), find the relevant order using the search bar and click on the order name
2. From the Order Details page select the Advanced tab
3. Locate the person registered within this order who needs to cancel
4. Next to their name, click on the small link entitled Cancel Registration
5. Add a note for the reason for cancellation (e.g., Replaced by Joe Bloggs)
6. Back on the Order Details page, under Ordered Products, click Copy Registration Link and email this to the relevant person to transfer the registration
7. This person will then be asked to fill out the registration form as normal

Order and Registration Management FAQ

Q: How do I send invoices?

1. From the Orders page (located in menu on the left), find the relevant order using the search bar and click on the order nameIn the Order Details page, click on the Send Invoice button at the top right corner
2. A dialog box will appear, automatically populating the email address associated with the Order. If you need to send the invoice to a different address, replace it with the desired address.
3. Click Send to send the invoice

Q: How do I close registration on a Site?

1. Navigate to Registration > Configuration
2. Click on the Sites tab
3. Select the Site you wish to close the registration for
4. Under the Active section, select No
5. Click Save

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