Orders

An order records what a customer wants from you: which products, at what price, delivered where. Orders arrive from your connected shops and marketplaces, or you type them in yourself. Almost all other work in Complaia starts from an order: stock reservation, packing, shipments, production, invoices, and claims and returns.

Where to find it: Sales → Orders → Order list and Sales → Orders → New order

When you'll use it

• A customer orders by phone or e-mail, and you type the order in.
• Orders arrive from a connected shop, and you check them before the warehouse starts.
• You need to correct an order: an item, an address, the delivery cost, a discount or the status.
• You record a payment or a refund.
• You start the next step: a shipment, a production order, an invoice, a claim or a return.
• The customer withdraws, and you cancel the order.

Key concepts

• Order number — Complaia gives it automatically, for example ORD-1042. You cannot type it.
• External number — the number of the same order in another system, for example your online shop. Imported orders bring it with them. On an order that you type in, it is optional.
• Source — where the order came from. See Order sources.
• Status — the stage of the order. Complaia moves it forward on its own while the warehouse packs and ships, until someone changes the status by hand. See Order statuses and Fulfilment & shipments.
• Fulfilment — how far the warehouse has got: reserved, packing or packed. It is shown next to the status, not instead of it.
• Payment — tracked separately from the status. An order can be shipped and unpaid, or paid and still new. See Payments.
• Customer details on the order — every order keeps its own copy of the customer's name, tax numbers and addresses, as they were when the order was saved. Choosing a customer from Entities (customers & suppliers) fills these details in for you.
• Delivery method — how the customer wants to receive the goods, for example a courier service or a pickup point. It is information for the warehouse and a suggestion when you create the shipment. It does not create or change shipments.

The screens

Order list

The list shows one order per row, newest first. Claims and returns are not on this list. They have their own list.

Column	What it shows
Number	The order number. Underneath, External ID: … when the order has an external number. With the Orders: Edit permission, a small pencil next to the number opens the edit form.
Client	The customer's name.
Source	The order source as a coloured badge.
Status	The current status in its own colours.
Fulfilment	Reserved when all items are reserved in the warehouse, Packing with packed and ordered pieces (for example 3/5), Packed, or a dash when the warehouse has not started.
Production	None, 1 order, or the number of linked production orders.
Value	The order's money in three lines. See below the table.
Delivery method	The delivery method saved on the order, or a dash.
Payment	The payment status: Pending, Partially paid, Paid, Overpaid, Part. refund (partially refunded), Refunded or Cancelled.
Order date	When the order was placed.
Created	When the order was added to Complaia.

The Value column shows:

• the total gross amount on top;
• the net amount of the whole order below it;
• a VAT chip with the VAT amount, or no VAT when no item has a VAT rate;
• when the order has a delivery cost or a discount, one more chip, for example delivery …. Hover over it to see both amounts.

The net amount and the VAT already include the delivery cost, split by the same rules as on an invoice. So net plus VAT equals the gross total.

You can filter the list by Number, Client, Source, Status, Delivery method, Payment and Order date. There are also filters without a column:

• Gross value — the total from the Value column;
• Date added — the date from the Created column;
• NIP — the customer's tax ID;
• Production — whether the order has production orders.

The Status and Payment filters can also exclude a value, for example "every status except Cancelled".

Click a row or the number to open the order. Ctrl-click or Cmd-click opens it in a new browser tab. The header has Refresh and New order. For how filters, sorting and columns work, see Working with lists.

📷 Screenshot to add: the Order list with the Fulfilment, Production, Value and Payment columns visible

The order page

The page title is the order number. The header has Refresh, Download PDF, Cancel order and Edit. On narrow screens some of these buttons move into the ⋯ menu.

The page has these tabs:

Tab	What is on it	When you see it
Order	On the left: client data, delivery, the goods with their fulfilment progress, the totals, payment, the customer comment and internal comments. On the right: the order status, the customer portal, a short list of linked shipments, and general information.	Always
Shipments	The shipments linked to this order. See Fulfilment & shipments.	Always
Production	The production orders made for this order. See Fulfilment & shipments.	Always
Invoices	The invoices linked to the order, each with its status, gross amount and Download PDF. An invoice that also covers other orders shows Consolidated with the number of those orders.	With the Finance: View permission
Source data	The order and its items exactly as the shop sent them, before they were matched to your catalog.	Only on orders that came from an integration
Complaints & returns	The claims and returns opened for this order, and the buttons to open a new one. The menu calls the same thing Claims & returns. See Claims & returns.	With the Claims & returns: List permission
History	Every recorded operation on the order, newest first. These are the same entries as in the Event log.	Always. Without the Event log: View permission the tab stays empty.

The Goods card lists each item with its quantity, net price, discount (when there is one) and gross and net value. It also shows:

• the warehouse progress per item: Reserved, Packed and, once something has reached the customer, Delivered. See Progress is shown next to the status.
• for an item that is a set (a product made of several products), how many of its products are ready;
• chips that say how much of an item is still to produce or already in production;
• a small marker on items covered by a claim or a return. Click it to open the case.

The Information card on the right shows the order ID, the external number, the source, the order date, when it was created and last updated, the planned delivery date, and the source integration and its status for imported orders. A cancelled order also shows a red Cancelled box with the date and the note.

📷 Screenshot to add: an order page on the Order tab, showing the Goods card with the Reserved and Packed columns and the status panel on the right

Common tasks

Create an order

You need the Orders: Create permission. Every field is explained in The order record.

1. Go to Sales → Orders → New order.
2. In Basics:
   • Check the Order source. It starts on Manual.
   • Check the Order date and the Payment method.
   • Fill in External no. only when the order has a number in another system.
   • Switch Cash on delivery to Yes if the carrier is to collect the money on delivery.
3. In Customer, choose an existing customer or type a new one:
   • An existing customer: find the entity in Search for a customer. Its details fill in and are locked. To correct them, use Open record, which opens the entity.
   • A company with several contact people: choose the person in Select a contact person. Their e-mail address and phone go onto the order.
   • A new customer: leave the search empty. Choose the Customer type and type the details. For a Polish company, type the Tax ID and click GUS to fetch the name and registry numbers from the Polish company register (GUS).
   • To keep a new customer for later orders, tick Save the customer to the entity list. The entity is created when you save the order.
4. In Shipping details, type who receives the parcel and where:
   • Copy from customer fills in the recipient from the customer above.
   • Recipient name, Street, City, Postal code and Country are required.
   • Fill in Pickup point ID only when the customer chose a parcel locker or another pickup point.
5. In Billing details, leave Same as shipping on, or switch it off and type the invoicing address.
6. In Order items, choose the currency at the top of the card. Then use Add a product from the catalog for each product. Set the Quantity. Change the Net price, VAT rate (%), Gross price or Discount if you need to.
7. In Delivery:
   • Optionally choose the Delivery method.
   • Type the Gross delivery cost that the customer pays.
   • Leave Delivery VAT rate empty unless delivery is taxed at one rate of its own.
8. In Initial payment and discount, choose Unpaid, Paid or Other amount. The form starts on Paid, so change it if the customer has not paid yet. Add a Transaction ID if you have one. Set an Order discount as an amount or as a percentage.
9. In Order status on the right, keep the first status, or click another one to start the order there.
10. Check the Amount summary, then click Create order at the top. The new order opens.

You choose the carrier after the order is saved, on its Shipments tab. Clear at the top empties the form after you confirm.

If you ticked Save the customer to the entity list, a message tells you what happened. Complaia either creates a new entity or links the order to an entity that already exists with the same details. See Entities (customers & suppliers).

Edit an order

You need the Orders: Edit permission.

1. Open the order and click Edit, or click the pencil on the list.
2. Change what you need: source, external number, order date, customer details, addresses, items, currency, delivery method, payments, delivery cost, discount or status.
3. Click Save changes. Cancel leaves without saving.

Some changes are hard to undo. Before saving them, Complaia shows a window that lists them, for example a removed item, a removed payment or a new status. Check the list and confirm with Save changes.

When you edit an order:

• You add items from the catalog, the same way as on a new order.
• The edit form has no customer search. You correct the customer's details by typing. The change stays on this order only.
• An item that the warehouse has already packed or issued is partly locked. You cannot remove it, change its product, or lower its quantity below what is already packed. You can still change its price, name, VAT rate and discount, and raise its quantity. A short note under the item says why.

Change the status

You need the Orders: Edit permission.

1. Open the order and click Edit.
2. In Order status on the right, click the status you want. It is then marked Current.
3. Click Save changes and confirm.

The status panel on the order page only shows the status. You cannot click it there.

A status set by hand stops the automatic progress for good

After you change the status by hand, Complaia no longer moves this order forward when the warehouse packs, ships or delivers it. Status changes from a connected shop no longer reach it either. This also applies after you cancel an order and later set another status. From then on, you change the status of this order yourself. See Changing the status by hand.

A status change made by hand is listed on the History tab. It also starts the integration rules that react to a status change.

To cancel an order, use Cancel order instead of choosing a cancelled status on the edit form. Only Cancel order shows you what will happen and lets you cancel production orders too. See the next task.

Cancel an order

You need the Orders: Edit or Orders: Statuses permission. The button is not shown on an order that is already cancelled.

1. Open the order and click Cancel order at the top.
2. Read the window. It shows:
   • the status the order will get. If you have more than one status of the Cancelled type, choose one.
   • Production orders that have not started. The ticked ones are cancelled together with the order. Untick the ones that should continue.
   • Production orders that have started. These are not cancelled. They get the mark "Customer order cancelled", and you deal with them on the production order.
   • Order shipments and what will happen to each of them.
3. Optionally type a Note for the status change, for example Customer withdrew.
4. Click Cancel order. Back closes the window without changes.

What happens when you cancel:

• The stock reserved for the order is released.
• Boxes that were already packed stay packed. They appear on the Order packing screen, ready to unpack. See Order packing.
• A shipment that has not left yet is cancelled and taken off its route.
• A shipment that is already loaded or with the carrier does not stop on its own. The order page shows the notice Order cancelled, goods on their way with a button for each such shipment. Open the shipment and decide whether to bring the goods back.
• Invoices and claims are not changed. Correct an invoice yourself if needed. See Corrections.

If Cancel order is greyed out, your workspace has no active status of the Cancelled type. Add one on Order statuses.

To undo a cancellation, edit the order and set another status. The marks on shipments and production orders disappear. Released reservations, cancelled shipments and cancelled production orders do not come back.

Match a line item to a product

When an order arrives from a shop or marketplace, Complaia tries to link each line to one of your products. It tries the line's identifiers in this order:

1. EAN (European Article Number, the barcode);
2. UPC (Universal Product Code, another barcode);
3. the line's product code;
4. the line's name.

For each identifier, Complaia first looks for a match that you saved earlier. Then it looks in your catalog: barcodes are compared with the products' EAN and UPC, and the product code with the stock keeping unit (SKU) and your own code. The name is never looked up in the catalog. It only works when you matched the same name by hand before.

Complaia never links a line to a product that has variants, only to one specific variant. A line without a link to your catalog cannot be reserved from stock or sent to production.

To match a line yourself, use the Goods card on the Order tab:

1. Find the line that shows Match product.
2. Click Match product, search for the product and select it. Complaia remembers the choice. The same item on other orders, existing and future, is linked to that product too. A message tells you how many lines were linked.
3. If the product is not in your catalog, click Create product instead. A product is created from the line and linked to it.

A matched line shows the product's name and SKU, with Change match and an option to remove the match. These buttons are locked when the item is already packed or issued.

You can review the saved matches on the product. See Order product mappings.

Add comments

Both kinds of comment need the Orders: Edit permission.

Internal comments are for your team only. To add one:

1. Open the Order tab.
2. Type the comment in Add an internal comment….
3. Click Add.

The bin icon next to an internal comment deletes it.

The Customer comment is the note the customer left with the order. To change it:

1. On the Customer comment card, click Edit.
2. Change the text.
3. Click Save.

Download the order as a PDF

1. Open the order.
2. Click Download PDF at the top. Your browser saves the file. Its name starts with zamowienie- (Polish for "order"), followed by the order number.

Start a shipment, production order, invoice or claim

• Shipment — on the Shipments tab, click New shipment order. See Create a shipment from the order.
• Production order — on the Production tab, click Create order. The production order form opens with this order filled in. See Raise a production order.
• Invoice — on the Invoices tab, click Create draft from order. The new-invoice form opens with this order already chosen. If the order is not paid, or already has an invoice, you confirm first. To attach an invoice that already exists, click Link existing. See Link an existing invoice to an order. Both buttons need the Finance: Create permission.
• Claim or return — on the Complaints & returns tab, click Create claim or Create return. See Open a claim or return.
• Link for the customer — use the Customer portal card. See Customer tracking portal.

When it doesn't work

What you see	Why	What to do
Cards shake and fields turn red when you click Create order	A required field is empty: source, payment method, customer name, a shipping field, or a billing field when billing is separate	Fill in the marked fields and click Create order again
Add at least one item.	The order has no items	Add a product in Order items
An order with this external number already exists for this source. Enter a different number or choose another source.	Another order from the same source already has this external number	Change External no. or leave it empty
This order source does not exist. Choose an existing source or create a new one in the order source settings.	The source was deactivated in the meantime, or you clicked Clear. After Clear, the Order source field still shows Manual, but the value no longer matches the built-in source	Choose the Order source again, also when it already shows Manual, and save again
No price in EUR (or another currency) under an item	The product has no price in the order's currency, so 0.00 was filled in. Complaia does not convert currencies	Type the price yourself, or add a price in that currency to the product. See Pricing
One of the items points to a product that is a variant template. Choose a specific variant of this product.	A product with variants was chosen instead of one of its variants	Choose the specific variant. See Variants
This product cannot be used because it is a variant template. Choose a specific product variant. when matching a line	The same cause, in Match product	Search for the variant and select it
A product with this EAN already exists. Match the item to the existing product instead of creating a new one. after Create product	Your catalog already has a product with this EAN	Use Match product and select that product
The Delete button of an item is greyed out, or the quantity cannot go lower	The item is already in a box, has left the warehouse, or travels on a loaded shipment	Read the note under the item. Unpack the box first, or settle the change with a return or a new order
The order status was just changed by someone else or by another action. Refresh the order and try again.	Two changes of the status happened at the same time	Click Refresh and repeat your change
Cancel order is greyed out	There is no active status of the Cancelled type	Add one on Order statuses
The order no longer moves forward when the warehouse packs or ships	Someone changed the status by hand earlier	Set the status by hand from now on. See Changing the status by hand
There is no Edit button and no pencil on the list	You do not have the Orders: Edit permission	Ask an administrator to add it to your role
The History tab says No recorded operations. on an order that was clearly changed	Your role lacks Event log: View	Ask an administrator, or ask a colleague who has it
The Invoices or Complaints & returns tab is missing	The tab needs Finance: View or Claims & returns: List	Ask an administrator to add the permission

Permissions

To do this	You need
See the order list and open orders	Orders: View
Create an order	Orders: Create
Save a new customer to the entity list while creating an order	Entities (B2B/B2C): Create
Edit an order, record payments, add comments, match items, create a product from an item, create and link shipments	Orders: Edit
Change the status on the edit form	Orders: Edit
Cancel an order	Orders: Edit or Orders: Statuses
Cancel production orders together with the order	Production: Edit
Create production orders from an order	Production: Create
See the reserved quantities and the link to stock reservation	Stock reservation or Warehouse: Reservations
Generate, send and deactivate the customer portal link	Orders: customer portal
See the Invoices tab	Finance: View
Create an invoice draft from the order, link or unlink an invoice	Finance: Create
See the Complaints & returns tab	Claims & returns: List
Open a claim or return	Claims & returns: Create
See the content of the History tab	Event log: View
Manage sources, payment methods and statuses	Orders: Statuses

Related

• The order record — every field, and how the amounts add up
• Payments — recording payments and refunds
• Fulfilment & shipments — stock reservation, packing, shipping and the automatic status
• Customer tracking portal — a page the customer can open with a link and a PIN
• Order statuses · Order sources · Payment methods
• Entities (customers & suppliers) · Claims & returns
• Shipments · Carriers
• Integrations — where imported orders come from