Orders

Manage, fulfill, and track food parcel orders from recipients across all your pickup locations.

Overview

The Orders page is the central hub for day-to-day food bank operations. You will find it under Activity > Orders in the sidebar. Every order placed by a recipient appears here, sorted by pickup date (newest first). The grid shows the order number, pickup date and time, recipient name and email, order status, pickup location, and points total.

From this page you can view order details, pick and fulfill orders, manage payments, export data, and perform bulk operations. Admins only see orders for their own food bank.

Orders follow a lifecycle: they start as New, move to Fulfilled once picked and dispatched, and can be Cancelled if needed. Payments follow a separate lifecycle and can be marked as paid or reset independently of order status.

Key Concepts

• Order number: A unique number assigned to each order (e.g. #853482). Displayed as a link in the grid.
• Order state: The current lifecycle stage of the order -- New, Fulfilled, or Cancelled.
• Payment state: Tracks whether the donation has been received -- Awaiting Payment or Paid.
• Pickup location: The physical location where the recipient collects their parcel.
• Pickup date: The scheduled date and time for collection.
• Points total: The total points value of items in the order. Recipients allocate points to products when placing an order.
• Donation: The monetary contribution the recipient has chosen, along with the payment method (e.g. Cash at pickup).
• Picking: The process of gathering items from warehouse shelves to fill an order. Includes barcode scanning support.
• Fulfillment: Marking an order as complete once all items have been picked and handed over.

How It Works

The typical order workflow is:

1. A recipient places an order through the online shop, selecting products within their points budget and choosing a pickup location and time.
2. The order appears in the admin Orders grid with state New and payment state Awaiting Payment.
3. Before the pickup date, warehouse staff open the picking interface to gather items. They can scan barcodes or manually tick off each item.
4. Once every line in the order has been picked, the order is automatically marked as Picked.
5. At pickup, the recipient pays their donation. If open banking is used, the payment is marked as Paid automatically. Otherwise, the admin marks the payment as Paid manually.

Admins can also cancel orders, edit pickup details, change the donation method, export orders for reporting, and impersonate the recipient to modify their cart.

Common Tasks

Viewing the Order Grid

1. Go to Activity > Orders in the sidebar.
2. The grid displays all orders sorted by pickup date (newest first).
3. Each row shows the order number, pickup date/time, recipient name and email, status badges, pickup location, and points total.
4. Use the Show dropdown (top right of the grid) to change how many orders appear per page (200, 300, 400, 500, or 1000).

Filtering Orders

1. Click the Filters bar at the top of the orders grid to expand the filter panel.
2. Available filters:
   • Order number -- search by full or partial order number.
   • Customer -- search by recipient name or email.
   • Pickup time -- filter by pickup date range. Supports single-day filtering.
   • Order date -- filter by the date the order was placed.
   • Pickup location -- select a specific pickup location from a dropdown.
   • Show cancelled -- toggle to include or exclude cancelled orders.
3. Click Filter to apply. The grid updates to show only matching orders.

Note: If your food bank uses the "walk-ins" plan, the pickup time and pickup location filters are automatically hidden since walk-ins do not use scheduled pickups.

Viewing Order Details

1. From the order grid, click the eye icon in the Actions column, or click the order number link.
2. The order detail page has two sections:
   • Left panel -- Items: Lists every product in the order with its image, name, main category, quantity, points per item, points total, and a picked status indicator.
   • Right panel -- Recipient and Details: Shows recipient name, referrer, referrer contact, email, phone number, family size (adults and children), donation amount and method, payment status, order status, pickup location, pickup date, points total, order date, and any survey question responses.

Picking an Order

Picking is the process of gathering items from the warehouse to fill a single order.

1. From the order detail page, click Actions > Pick order. Or from the grid, click the clipboard icon in the Actions column.
2. The picking interface opens, showing:
   • Order details at the top: customer name, referrer, referrer contact, notes, pickup location, and pickup time.
   • Barcode scanner: Volunteers can scan barcodes using any smartphone camera — no app or expensive scanning hardware required.
   • Items to pick: A table of all items sorted by picking order and category, with checkboxes to mark each item as picked.
3. Scan a product barcode or manually tick the checkbox next to each item.
4. Toggle Allow manual (top right) to enable manual checkbox ticking without scanning.
5. Toggle Show picked first to reorder the list so already-picked items appear at the top.
6. Click Print to print the pick list for offline use.
7. Use the Back to order link to return to the order detail page.

Generating a Picking Access Link

You can share a temporary picking link with volunteers or staff who do not have admin accounts. The link only gives access to the picking interface for the specific orders assigned — volunteers cannot navigate to any other admin functions. Depending on your food bank's settings, the volunteer may not see recipient names or address details.

1. From the order detail page, click Actions > Generate picking link.
2. Choose an expiry duration (1, 2, 4, 8, or 24 hours).
3. Click Generate link.
4. Copy the link, or enter an email address and click Send to email it directly.

Fulfilling an Order

1. Open the order detail page.
2. In the right-hand Details panel, click Mark as fulfilled.
3. The order state changes from New to Fulfilled.

Bulk Fulfilling Orders

1. In the order grid, tick the checkboxes next to the orders you want to fulfill.
2. Click Bulk Options at the top of the grid.
3. Select the bulk fulfill option.
4. All selected orders are marked as fulfilled.

Managing Payments

Each order has a donation payment that tracks whether the recipient has paid their contribution.

Mark as paid:

1. Open the order detail page.
2. In the Details panel, find the Donation status section.
3. Click Mark as paid.
4. The payment state changes to Paid.

Reset a payment (mark as failed):

1. If a payment was marked as paid by mistake, click the Mark as not paid button that appears after a payment is completed.
2. The payment state resets, allowing you to mark it as paid again later.

Change the payment method:

1. On the order detail page, click Edit donation method.
2. Select a different payment method from the available options.

Bulk Marking Orders as Paid

1. In the order grid, tick the checkboxes next to the orders you want to mark as paid.
2. Click Bulk Options at the top of the grid.
3. Select the bulk mark as paid option.
4. All selected orders have their payments marked as complete.

Cancelling an Order

1. Open the order detail page.
2. Click Actions > Cancel.
3. Confirm the cancellation.
4. The order state changes to Cancelled. Cancelled orders are hidden from the grid by default (use the Show cancelled filter to view them).

Exporting Orders

You can export order data as a CSV file for reporting or external processing.

Order export:

1. In the order grid, tick the checkboxes next to the orders you want to export (or use filters to narrow the list).
2. Click Bulk Options.
3. Select the export option.
4. A CSV file downloads containing order details: order number, customer information (name, email, phone), referrer and referrer contact, family size, pickup location and time, survey answers, points, payment method, paid/fulfilled status, donation amount, item quantities per product, and more.

Pick list export:

1. In the order grid, tick the checkboxes next to the orders you want in the pick list.
2. Click Bulk Options.
3. Select Export pick list.
4. A CSV file downloads with aggregated quantities: category, product name, and total quantity needed across all selected orders. This is useful for warehouse staff to prepare stock before individual order picking.

Editing an Order's Pickup Details

1. Open the order detail page.
2. In the Details panel, click Edit pickup.
3. Change the pickup location or pickup time.
4. Save the changes.

Editing an Order (Impersonate)

To modify the items in an order, you impersonate the recipient and edit their cart directly.

1. Open the order edit page (click Edit order in the Details panel of the order detail page).
2. Click the Impersonate button.
3. You are logged in as the recipient in the shop frontend, viewing their current order.
4. Add or remove items, then save.
5. Return to the admin panel when finished.

Note: Order editing is available up to 24 hours before the scheduled pickup time.

Resending the Confirmation Email

1. Open the order detail page.
2. Click Actions > Resend the order confirmation email.
3. The system sends the order confirmation email to the recipient again.

Viewing Order History

1. Navigate to the order history page at /admin/orders/{number}/history.
2. The page shows a timeline of state changes and events for the order.

FAQ

Q: Why can I not see the pickup time or pickup location filters?

A: Your food bank is configured with the "walk-ins" plan. This plan is designed for food banks where recipients walk in without a scheduled pickup, so pickup-related filters and columns are automatically hidden.

Q: How do I find cancelled orders?

A: Cancelled orders are hidden from the grid by default. Expand the Filters panel and enable the Show cancelled filter to include them in the results.

Q: Can I edit an order after it has been fulfilled?

A: No. Once an order is marked as fulfilled, the items cannot be changed. You can still manage the payment status (mark as paid or reset).

Q: What is the difference between fulfilling an order and marking it as paid?

A: Fulfillment tracks whether the items have been picked and handed over. Payment tracks whether the recipient has made their donation. These are independent -- an order can be fulfilled but unpaid, or paid but not yet fulfilled.

Q: How does the barcode scanner work during picking?

A: The picking interface activates your device's camera to scan product barcodes. When a barcode matches a product in the order, that item is automatically ticked as picked. If your device does not have a camera or the barcode is unreadable, toggle Allow manual to tick items by hand.

Q: Can I export all orders at once?

A: Use the Show dropdown to display up to 1000 orders per page, then select all using the header checkbox. Click Bulk Options to export. If you need orders across multiple pages, apply filters to narrow the date range first.

Q: Who can access the picking link?

A: Anyone with the link can access the picking interface for that specific order. The link expires after the duration you set (1 to 24 hours). No admin login is required. Use this to delegate picking to volunteers.