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📝 Creating & Managing Orders

Learn how to create orders, add devices, manage line items, and track orders through completion.

Creating a New Order​

From the Orders Page​

  1. Navigate to Orders in the sidebar
  2. Click Create Order
  3. Select the order type (Repair, Service, Sale)
  4. Choose or create the customer
  5. Select the location (if multi-location)
  6. Add initial notes
  7. Click Create

From a Ticket​

When converting an enquiry to an order:

  1. Open the ticket
  2. Click Create Order
  3. Customer details are pre-filled
  4. Complete the order setup
  5. The order links back to the original ticket

Quick Create​

For walk-in customers, use Quick Create:

  1. Click New Order from the dashboard
  2. Enter customer name and phone
  3. Add devices immediately
  4. Customer record created automatically

Adding Devices to an Order​

Each order can have multiple devices:

  1. Open the order
  2. Click Add Device
  3. Select:
    • Brand (Apple, Samsung, etc.)
    • Model (iPhone 15, Galaxy S24, etc.)
    • Device Type (Phone, Tablet, Laptop, etc.)
  4. Enter device details:
    • Serial number / IMEI
    • Colour
    • Storage capacity
    • Passcode (if provided)
    • Find My status
  5. Describe the fault/issue
  6. Add any accessories included
  7. Click Save

💡 Tip: Take pre-repair photos immediately after adding the device. Learn more →

Managing Line Items​

Line items represent the chargeable work and parts:

Adding Items​

  1. Open the order
  2. Go to the Items section
  3. Click Add Item
  4. Enter:
    • Description
    • Quantity
    • Unit price
    • VAT rate (if applicable)
  5. Click Add

Item Types​

  • Labour - Service/repair charges
  • Parts - Replacement components
  • Accessories - Cases, chargers, etc.
  • Discount - Price reductions (negative amount)

Automatic VAT Calculation​

VAT is calculated automatically based on:

  • Your company VAT settings
  • Item-level VAT rates
  • VAT scheme (standard or margin scheme)

Order Status Management​

Updating Status​

  1. Open the order
  2. Click the status badge
  3. Select the new status
  4. Optionally add a note

Status-Triggered Actions​

When status changes:

  • Automated emails are sent (if configured)
  • Workflows may trigger
  • Timestamps are recorded

Assigning Technicians​

Assign staff to work on orders/devices:

  1. Open the order or device
  2. Click Assign
  3. Select the team member

The order appears in their My Queue.

Order Notes​

Customer-Visible Notes​

Included in emails and customer portal.

Internal Notes​

Visible only to your team.

  1. Click Add Note
  2. Toggle Internal Only if needed
  3. Add your note
  4. Click Save

Duplicating Orders​

For repeat customers or similar jobs:

  1. Open an existing order
  2. Click Actions → Duplicate
  3. A new order is created with same structure
  4. Modify as needed

Cancelling Orders​

  1. Open the order
  2. Click Actions → Cancel Order
  3. Add a cancellation reason
  4. Confirm

⚠️ Cancelled orders are retained for records but marked as cancelled.

Searching and Filtering Orders​

  • Order reference (RM-10042)
  • Customer name
  • Device IMEI/serial

Filters​

  • Status
  • Date range
  • Location
  • Assigned technician
  • Order type

Next Steps​