How To Manage Orders

Overview

Learn how to manage orders, including adding surcharges and products. Process payments and refunds, manually send emails to your guests, and more!

Balance and order status

Balance. The balance of an order shows the total balance owing for the entire order. As guests make payments or staff add internally, the total owing balance reduces, and the colour changes accordingly:

• Red = No payment, full balance owing.
• Orange = Partial payment, balance owing.
• Green = Fully paid, no balance owing.
• Grey = Refund processed within Rezdy.
  

Tip: Click the Balance tab to see more information.

Order status. When a customer creates an order online, its status depends on how you configure the product's scheduling options. Click here to learn more.

• You can also manually change an order's status by clicking its current status. Make sure to click the Save order button.
  

Tip: You can learn more about each order status by clicking here.

Customer communication

Located at the top right, all orders have a communication section allowing you to add notes and send emails to your guests manually:

• Log Note: This option lets you add notes to an order, and you can find it in the Recent actions section at the bottom.
• Email: This option lets you manually send emails to the main customer contact for the order. The main customer contact must have an email address. Click here to learn more.
• SMS: This option lets you manually send an SMS to the main customer contact for the order. The main customer contact must have a mobile number. If you need to bulk send an SMS, click here to learn more.
• Print: This option lets you print any email.

Customer

This section contains the main customer contact for the order. By default, the section displays their full name, mobile number, email address, and country.

Agent

When an order is created via the Rezdy Marketplace, or from an OTA like Expedia, the Agent section contains all the important information, like:

• Commission amounts: You can configure this option under Negotiated or Marketplace rates.
• Payment details: E.g., Full payment to the agent.
• Negotiated or Marketplace rates.
• Agent Reference: Some OTAs automatically add a reference number to the order; resellers can also manually add one during the Marketplace checkout flow.
• Agent Notes: Some OTAs automatically add internal notes to the order; resellers can also manually add them during the Marketplace checkout flow.

Products

This area is the main section of an order where you manage products, as well as other important information like:

• Total amounts and surcharges.
• Quantities & participants.
• Resource and extras management.
• Pickups management.

Additional Information

This section has 2 optional fields:

1. Special Requirements. You can enable this option within the Booking info tab of a product's setup page. Your guests complete this field during the checkout flow. Additionally, you can manually add text to this field. Please note that this section displays within confirmation emails.
2. Internal Notes. This field is used for internal purposes and is visible only to you and your staff. 

Customer payment

This section lets you manage both manual and automatic payments.

• Paid to Supplier. You can find and add most manual and automatic payment types here; however, this process depends on which payment gateway you connected to your Rezdy account:

  • Add an external payment type.
  • Charge a (stored) credit card; or
  • process a refund.

  Note: The above options depend on which gateway you are using with Rezdy. Click here to learn more.

• Paid to Agent. This option applies only to orders with an agent attached. Payments only need to be added when the Payment Details for the agent are Full payment to the agent. Click here to learn more.

Recent actions

This section contains all updates to an order, including automated system updates, internal manual updates, and updates made by your guests, e.g., payments added. 

Sent emails

This section shows the history of all emails sent between you and your guests. Here you can also:

• Track email deliverability.
• View sent emails.