Orders

Orders represent the commercial record of a transaction in Tiquo.

An order contains everything a customer purchases during a transaction, including products and time based services. Orders manage the commercial side of the transaction, while operational elements such as bookings and fulfilment are managed separately.

Orders are used to manage:

• Purchased items
• Pricing and taxes
• Payments
• Refunds
• Transaction history

This allows businesses to combine products and bookings within a single transaction.

Navigating to Orders

The Orders page is found in the main sidebar under Orders, with Bookings and Enquiries sitting as sub-items beneath it. Orders is the default landing page for the group.

The Orders page

The Orders page is organised into three zones:

1. Metric cards

A row of five cards summarises transactional performance for a selected date range:

• Gross sales
• Orders
• Returning Customer Rate
• Items ordered
• Refunds

The date range picker at the left of the row defaults to the last seven days and can be stepped backward or forward.

2. Status tabs

Below the metric cards, a row of tabs filters the list by status: All, Completed, Open Tab, Processing, Pending, Cancelled, Refunded, Lost Cart, Draft. Disputes is also shown when dispute access is enabled and relevant to the organisation.

3. Controls row

To the right of the status tabs:

• All Locations: filter orders by location or sublocation
• Search & Filter: free-text search and advanced filters (amount, item, date range, and more)
• Column customiser: show, hide, and reorder table columns
• Sort: change the sort field and direction

New orders are created from the + Create New Order button in the top-right of the page.

Filtering Orders

The orders list can be filtered by a wide range of variables to narrow it down to exactly the orders you're looking for. Filters include core fields (date, sublocation, customer, amount, status), order type, discount name, and minimum or maximum discount value. This makes it possible to isolate membership, product, or service invoices and review orders affected by a particular discount or discount amount.

Customising Columns

The default columns shown on the orders list can be customised via the Customise Columns button in the top right of the page, next to Filter. From there you can add, remove, and reorder columns so the list surfaces the fields your team relies on.

What an Order Can Contain

Orders contain order items. An order item represents something that has been purchased.

Order items can include:

• Products: retail or physical items
• Bookings: time based services scheduled for a specific date and time

A single order can contain multiple items.

Example:

Order:

• Massage Appointment (booking)
• Face Cream (product)
• Herbal Tea (product)

This allows businesses to combine service and retail purchases within one order.

Creating a new order

Clicking + Create New Order opens a full-page Create New Order form. The form has two panels:

Associate

Link the order to an existing record so customer history, booked services, and prior context follow through. Three mutually-exclusive options:

• Customer or Company: associate with one or more customers or companies
• Active Booking: select an existing booking from a dropdown to build an order on top of it
• Enquiry: select an existing enquiry from a dropdown to convert it into an order

Select a Location

A location/sublocation picker that filters the products and services available to this order.

Orders can also be created from a customer profile via the + Create New Order button in the Orders tab of the profile.

Selecting a location locks the form to that sublocation and reveals the Products and Services cards underneath.

+ Add Product opens a product picker scoped to the chosen sublocation. Selecting a product updates the unsaved form; tracked stock changes when the order is created or saved.

+ Add Service opens the Book Service modal that walks you through selecting the service and date. Adding a service auto-creates the underlying booking.

Save as Draft is available as soon as a product or service has been added. Save as Open Tab additionally requires a customer or company association. Proceed to Payment opens the Process Payment dialog covered below.

Opening an order

Clicking an order row on the Orders page opens an Order Details preview modal. The modal shows the Draft/Pending pills at the top, then cards for Customers, Companies, Location (with Sublocation), Summary (Items, Payment Method, Subtotal, Tax, Discount, Total), Order Items, and a short Activity timeline. It is useful for quick checks without leaving the Orders list.

A View Order button at the bottom opens the full order page for editing and actions.

Working in the full order view

The full order page is where staff actually build the transaction: add products and services, edit customer and company details, attach notes, and take payment.

• Items tab: add more items with + Add Products and + Add services. The running Subtotal, Tax, and Total update as items are added or removed.
• Notes tab: capture any context about the order that should travel with it (for example, dietary requests, delivery instructions).
• Activity tab: a chronological record of everything that has happened to the order, handy when investigating a dispute or reviewing history.
• Right sidebar: shows Customers, Companies, Location, and Payment Information. Customers and companies can be added or removed directly here.

The header shows the Order ID, Draft/Pending pills, a share/link icon, and a more-actions menu. A prominent Process Payment button is both in the header and in the Payment Information sidebar.

Processing payment

Clicking Process Payment opens the payment options available for that order. Availability depends on the connected Stripe account, country, currency, device, customer, and order context.

Supported methods can include:

• Card payments
• Apple Pay
• Google Pay
• Klarna
• Revolut Pay
• A customer's saved or tokenized card
• Other payment methods enabled for the connected payment account

Tiquo then provides the eligible way to collect or record that payment, including:

• Send payment link: emails the customer a payment link they can complete remotely. Useful for invoices and deposits where the customer is not on site.
• Share to terminal: pushes the payment to a connected card terminal on site.
• Charge a saved card: shown when the associated customer has an eligible tokenized payment method and the order can use it.
• Bill to room / booking: shown for eligible active booking contexts where charges are being added to the guest's running order.

When Share to terminal is selected, two further options appear:

• Pay directly: the customer pays the full amount on the terminal in one go.
• Split payment: split the amount across multiple payments (by item, equal split, or custom). Handy for tables splitting a bill.

Choosing a terminal option displays a time-limited linear barcode called a Share Code. Scan the Share Code with the terminal to connect it to the payment session; the customer can then use an eligible terminal payment method.

Attach an order to a booking or enquiry

Before taking payment, the order can be associated with an Active Booking. In a restaurant this can represent adding charges to a table booking; in a hotel it can represent adding an order to a room booking. The order remains the commercial record while the booking provides the operational context.

An order can also be associated with an Enquiry. Staff can build the requested products or services into the order and issue an invoice when that is the appropriate next step for the enquiry.

Order actions menu

The three-dot Order Actions menu in the top-right of the full order view exposes post-create actions. The menu adapts to the order's current status:

• Receipt: generate a customer receipt. Expanding the chevron reveals four delivery options: Email Receipt, Print Receipt, Download Receipt, and Cloud Print (connected cloud printers appear with a count).
• Invoice: generate an invoice. Expanding the chevron reveals Email Invoice, Print invoice, and Download Invoice.
• Cancel order (Draft / Pending orders): cancel the order before any payment has been taken. Restores the tracked stock deducted for the order and closes it.
• Cancel & Refund (Completed / Paid orders): cancel the order and trigger a refund. Opens the Refund Order dialog (see below).

Refunding an order

Selecting Cancel & Refund on a paid order opens the Refund Order dialog. Staff choose the refund scope at the top:

• Full Refund: issue a refund for the entire order amount. The dialog shows the Order Total and the Refund Amount (which matches the total) and a confirmation button.
• Partial Refund: select specific order items (or amounts within items) to refund. The Refund Amount updates based on the selection. Useful when only part of an order needs to be returned: a single damaged product, one course from a meal, one night from a multi-night stay.

Orders and Bookings

Bookings are operational records representing time based services. Any time based service in Tiquo is managed as a booking.

Bookings appear in orders as order items.

The relationship between the systems works as follows:

Service → Booking → Order Item → Order

This means:

• The booking controls scheduling and resource allocation
• The order records the commercial transaction associated with that booking

Example:

A customer books a massage.

The booking contains:

• Date and time
• Duration
• Assigned inventory resource

The order contains:

• The booking
• Pricing
• Taxes
• Payment activity

Orders and bookings are separate but linked. Bookings manage operations, while orders manage commerce.

Order Identification

Every order has a unique Order ID.

Example: ORD-J98UBC

This identifier is used for:

• Transaction tracking
• Support and operational reference
• Linking tasks and activities
• Reporting and analytics

Order Status

Orders move through several statuses during their lifecycle.

Draft

The order has been created but is not yet active. Draft orders are typically created before items are finalised or before the transaction begins.

Draft orders do not count toward reporting metrics.

Open Tab

An open tab allows items to be added over time before payment is taken.

This is commonly used in environments such as:

• Bars
• Restaurants
• Hospitality venues
• Events

While an order is an open tab:

• Additional items can be added
• Payment is taken later
• Stock is updated as items are added

When an open tab is fully paid, the order moves to Completed.

Pending

The order has been submitted and is waiting to be processed. Items may include products, bookings, or services.

Processing

The order is currently being processed. Payment may be authorised, fulfilment may be in progress, or both.

Completed

The order has been paid and fulfilled. Completed orders count toward sales reporting.

Cancelled

The order has been cancelled. Cancelled orders are no longer active and do not count toward sales reporting.

Refunded

The order has been refunded after payment was taken. Refunded orders remain visible in reporting with the refunded amount recorded.

Lost Cart

The customer began an order but did not complete checkout. Lost Cart orders are surfaced separately so teams can follow up or analyse drop-off, and do not count toward completed sales reporting.

Booking-only order status

For an order containing only bookings, the displayed order status follows both payment and the linked booking decisions. A free or paid booking-only order stays Pending while any booking still requires staff approval, becomes Completed when no approval is outstanding, and becomes Cancelled when every linked booking is cancelled. Payment status remains a separate financial record. Orders containing a mixture of products and bookings retain their normal order status.

Order Fulfilment

Order fulfilment tracks whether items in the order have been delivered or completed.

Examples of fulfilment include:

• Food delivered to a table
• A product handed to the customer
• A service appointment completed

Fulfilment and payment are tracked separately. This allows businesses to operate in different ways depending on their workflow.

Example:

A customer books a massage → The service takes place → The service is completed → Payment may occur before or after the appointment

This separation allows Tiquo to support both fulfil-first and pay-first workflows.

Payment Status

Payment status tracks the financial state of the order. Payment processing is independent from fulfilment.

This allows businesses to operate in different ways, for example:

Editing Orders

Once a non-tab order has been fully paid, additional items cannot be added. However, certain details can still be updated.

The following actions remain possible:

• Adding or editing the customer
• Updating invoice details
• Adding notes
• Printing additional receipts
• Resending invoices

If new items need to be sold, a new order must be created.

Open Tabs

Open tabs allow businesses to keep an order open while customers continue to add items.

Typical use cases include:

• Bar tabs
• Restaurant tables
• Hospitality venues
• Events

While the tab is open:

• Items can be added to the order
• Available stock updates as items are added
• Payment is taken later

When the tab is fully paid, the order is completed.

From the Customers page, staff can select multiple customers and choose Charge Open Tabs. Tiquo groups each customer's outstanding tabs by currency and attempts each group against that customer's default saved card. Customers without an eligible default method are skipped, and successes and failures are reported separately for review.

Payment Disputes

When a card payment connected to an order is disputed, the Orders page shows a Disputes view and marks orders that need attention. Open the order to review the disputed amount, reason, response deadline, status, and linked payment.

Authorised staff can accept the dispute or counter it. A counter-response guides staff through the relevant case details, supporting text or files, and a final review before evidence is submitted. Treat the displayed deadline as final; a late response will normally lose the dispute automatically.

Inventory Behaviour

Tracked inventory changes when an order mutation is saved:

• Creating an order deducts the tracked quantity for its product lines.
• Adding a product to an existing order deducts that new quantity when the item is saved.
• Editing quantities restores the previous quantities and then deducts the newly saved quantities.
• Removing an item, cancelling an order, or refunding an order restores the applicable quantity.
• A customer-ordering cart that becomes a Lost Cart restores its deducted stock.

Fulfilment does not perform a second stock deduction or “confirm” a provisional reservation. Marking an item delivered is operational status only. Tracked stock and stock groups are clamped at zero rather than becoming negative when a requested quantity exceeds the quantity available.

Wastage Orders

For product-capable sublocations with wastage enabled, Orders > Wastage records products that were prepared, damaged, expired, dropped, or otherwise cannot be sold.

Create a wastage record by choosing the sublocation, adding products and quantities, and selecting a configured reason or Other. Staff can close it immediately or keep it as an open wastage tab while more items are added. Saving deducts tracked inventory, later edits adjust stock to the newly saved quantities, and closing finalises the record. The reason and responsible staff member remain in the order history.

Enable the feature in Sublocation Settings > Wastage. Manage the standard reason choices in Settings > Reporting.

Orders and Reporting

Orders contribute to reporting and analytics.

Orders and Customers

Orders can be associated with customers.

Adding a customer to an order allows the system to:

• Track purchase history
• Generate invoices
• Maintain customer records
• Link bookings and purchases to customer profiles

Customer information can be added or updated on an order.

Receipts and Invoices

Orders generate receipts and invoices.

After payment, staff can:

• Print receipts
• Email or download receipts
• Print, email, or download VAT invoices
• Choose whether customer, business contact, discount, tip, service charge, and item category details appear on the document

This ensures financial documentation remains accurate.

VAT invoices use a sequential invoice number. The order number remains on the document as a separate reference. The same invoice number is reused when staff send or download the invoice again.

Before payment, the order summary can print a Provisional receipt. It is clearly labelled provisional and is useful for checking the items, VAT, service charges, and total with the customer. It is not proof of payment and does not replace the final receipt or VAT invoice.

Order and end-of-day exports

The export wizard supports two order layouts:

• Order summary creates one row for each order.
• Itemized orders creates one row for each sold line item and keeps the order reference on every row.

Choose the sublocation, date range, fields, and either CSV or Excel format. Legacy orders are excluded from these exports.

The End of day export creates one summary row per trading day for one sublocation, using that location's timezone. A single export can cover up to 31 days. It includes order counts, gross and net takings, refunds, VAT, discounts, service charges, shipping, tips, payment breakdowns, VAT-rate breakdowns, and sales by category.

The report groups orders by the date they were created. Refunds are cumulative amounts recorded against those orders. It does not close or reset a till, and it cannot compare expected cash with a counted drawer because Tiquo does not record opening and closing drawer counts.

Order Activity Timeline

Each order includes an activity timeline showing key events.

Examples include:

• Order placed
• Order completed
• Payment confirmed

The activity timeline provides a chronological history of the transaction and helps teams understand what occurred during the order lifecycle.

Summary

Orders are the commercial record of a transaction in Tiquo.

They contain the items purchased by a customer, including products and bookings, and manage the commercial lifecycle of the transaction.

Orders manage:

• Purchased items
• Pricing and taxes
• Payments and refunds
• Transaction history

By separating bookings, fulfilment, inventory, and payments, Tiquo allows businesses to manage complex hospitality workflows within a single platform.