Your customer's order
Bryan Schoenmaker avatar
Written by Bryan Schoenmaker
Updated over a week ago

Congratulations! You have sold a product πŸŽ‰ In this manual, I will explain where you can find the order, what is useful to know and what you can do when placing an order.

1. Where can you find an order?

You can find a specific order by clicking on the invoice number in the order overview:

After you have found the order, you will see the screen below. Here you can find all information regarding this placed order.

2. How do I edit the address details?

The information on the invoice are details entered by your customer on your checkout page. Did a customer make a (typing) mistake? You can still make changes in the address details afterwards, via 'More actions' > 'Edit address'.

3. Opening and emailing the invoice

The changes will be reflected on your customer's invoice. You can either open or resend the invoice to your customer. In the example below, I will show you how to e-mail the invoice to the customer. Do you only want to open it? Then click 'Open' instead of 'Mail' :-)

4. The payment status of the order

An order can have one of the following statuses:

  • Paid: the order has been placed and your customer has paid;

  • Pending: the debit has been started by Mollie and is being processed, but has not yet been executed. Questions about this? If so, please contact Mollie's helpdesk.

  • Unpaid: the order has been placed, but the order has not yet been paid.

  • Reversed: your customer has reversed the direct debit - this is a manual action in your customer's online banking environment.
    ​Want to know more about unpaid orders or failed direct debits? Then you can read more here.

  • Credited: your customer's order has been cancelled;

  • Credit invoice: the invoice with which you cancel the invoice amount;

    Want to know more about crediting an order? You can read more here

5. History of the order

The best thing would be if an order is paid immediately of course. Unfortunately, this is not always the case. Thankfully, in the history of the order, you can see exactly what happened, step by step πŸ˜€

Below you can see a nice example of what can happen to an order:

As you can see here, the customer did not complete the payment. Plug&Pay will automatically send one payment reminder by email. This email contains a payment link. If your customer uses this link to pay, the transaction will be connected to the order, changing the payment status to 'Paid'. The payment link won't expire, giving your customer plenty of time to complete the payment :-)

If the customer fails to pay yet again, you can click 'Reminder' one more time yourself -the same email will be sent. You can also click 'Reminder' if you see that the order has been created, but the collection has not been executed, or if you get the following message: "No valid mandate found by Mollie customer ID:". This means that a collection cannot be made because no mandate has been authorised. So to resolve this, you can click on 'Reminder'.

6. Credit

It may happen that a customer wants to cancel an order. If you want to cancel an order in Plug&Pay, you must credit the invoice. You can read all about this in this manual.

7. Webhooks

A webhook is triggered based on a successful order. This does require a webhook to be set up - you can read how to do that here.

Getting an error message on the webhook? Then the webhook does not seem to be set up properly. Therefore, always check the structure of your configured webhook or contact the support team.

8. Affiliate Commissions: create and delete

Are you working with our affiliate system and your affiliate's commission is not linked or needs to be removed? You can do so in the order placed.

You can add an affiliate by clicking on 'Create +'. The affiliate must have signed up to your affiliate programme to be added in the order.

Want to remove the commission? Hover your mouse along the commission amount; a cross will appear. If you click this, you delete the commission for this particular order. Is it a recurring commission? Then you can indicate in the notification that all future commissions should also be removed.

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