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Order Detail Page

Menu Location: Open from the Customer Detail page by clicking an order. The Customers menu also has a "Last Order Viewed" shortcut that jumps to the most recent order you opened.

Access Level: Admin users. Deleting an order and some Kiva-admin tools are restricted to higher access levels.

Overview

The Order Detail page is where you view and edit a single customer order (one delivery). From here you manage the products on the order, its totals and fees, its route and delivery week, its status, printing and email actions, and shipping/tracking.

This page shows and edits one cust_order record and its line items (cust_order_contents).

Primary Functions:

  • Add and remove products on the order, including one-time line items
  • Adjust the box cost, delivery fee, and driver tip
  • Set the route, stop number, and delivery week
  • Change the order status
  • Re-populate the order from the current menu
  • Print packing labels, receipts, and invoices as PDFs
  • Send order, receipt, and tracking emails
  • Manage shipping tracking / EasyPost labels
  • Create a transaction record so payment can be processed on the Payments page

Page Layout

Order heading

  • Order box name and type (for example the box size plus a badge such as First Box, Promo Box, or Gift Box)
  • Status icon (open box, completed, or cancelled)
  • Previous / Next arrows to move between this customer's other orders
  • If the order came from an outside system, its Remote order id is shown (for example a Shopify order number)

Product list

The main table lists each line item with:

  • A select checkbox (for bulk delete)
  • QTY
  • Name
  • Type (menu item, extra/add-on, bonus, admin-added, or discount)
  • Cost (wholesale)
  • Unit
  • Unit Retail Price
  • Total Price
  • Product tax and Weight/Volume columns appear only when those features are enabled

Totals panel

  • Menu wholesale cost total, Purchase (add-on) wholesale cost total, and the combined total
  • Purchase retail price total
  • Product sales tax (when applicable)
  • Payment Total (estimated), from cust_order.actual_total

Right-hand edit panel

  • Order Status
  • Box Cost, Delivery Fee, and Driver Tip (driver tip only when that feature is on)
  • Route and Stop Number
  • Order Type (when the order-type selector is enabled)

Delivery and address

  • Delivery week (Deliver On) and week id
  • The shipping name and address snapshot stored on the order, plus geo-coordinates when present
  • Driver delivery time, driver note, and delivery photo once the order has been delivered

Reference panels

  • Recurring Product Log (recent add/recurring events for this order, pulled from syslog)
  • Favorites (auto-computed from the customer's order history) and Does Not Like lists

Managing Order Products

Adding a product

Steps:

  1. In the "Add product to order" row, enter a quantity in the Qty box
  2. Choose the product from the Select Product dropdown
  3. Choose how it should be counted:
  4. Purchase (Charge 'em!) - a paid add-on
  5. Added by admin (no retail charge)
  6. Normal Menu Item (no retail charge)
  7. Bonus Item (no retail charge)
  8. Click Add Product

Products the customer has on their Does Not Like list appear struck through in the dropdown so you can avoid them.

Adding a one-time line item

Use this for a product that does not exist in your catalog and should live on this order only.

Steps:

  1. Open the gear menu at the top of the order and choose Add one-time Line Item
  2. Enter the quantity, choose the type (Normal, Bonus Item, or Paid), and optionally a cost
  3. Enter the line-item name
  4. Click Create & Add

Removing products

  • Click the red delete button on a line to remove that item
  • To remove several at once, check the lines you want, choose the delete action, and click Perform

Re-populating from the menu

  • Populate Order deletes all menu items on the order, then re-adds the current menu. You are asked to confirm first.
  • Update Contents to Current Menu (available to Kiva admins and some tenants) refreshes the box contents to match the current menu.

Order Status Management

Order status is a single dropdown on the right-hand panel. Choose a value and click Save.

Status values (cust_order.status):

  • Open - the order is still being built and can be edited
  • Closed - the order has been finalized for the delivery week
  • Being Delivered Today
  • Waiting for Payment
  • Completed
  • Cancelled

Notes:

  • To re-open an order, set the status back to Open and Save. Keeping an order Open can trip the automatic robots that move Open orders back to Closed; use the delay control (below) to hold it Open for a while.
  • If a real payment transaction already exists for the order, the page warns you to use caution before cancelling and links you to the billing page to remove the transaction first.
  • After you change status, the page may offer a shortcut to Create Transaction Record so you can then process payment on the Payments page. This is optional.

Keep an order Open (delay)

Use the hourglass / delay control to keep an order in Open status for a set number of hours so the automatic processes do not move it back to Closed. Set the delay in the modal, or click Remove Delay to clear it.

Shift the delivery week

For pickup orders and certain tenants, the Deliver On control is a dropdown of delivery weeks with left/right arrows to shift the order to the previous or next week. On other tenants the delivery week is shown as read-only. (Shifting moves both weekly_cycle_id and deliver_on.)

Pricing & Fees

The right-hand panel lets you edit the money fields directly, then click Save:

  • Box Cost (box_total)
  • Delivery Fee (delivery_fee) - set to 0 to waive it
  • Driver Tip (driver_tip, only when the driver-tip feature is on)

The totals panel below the product list recalculates from the line items and shows the estimated payment total. Sales tax figures come from the values stored on the order and its lines.

Invoice due date

When the invoice-due-date feature is enabled, you can set or clear a due date for the order from the Add Due Date control and date picker.

Payments & Refunds

This page does not run a charge directly. Payment is handled through transaction records and the Payments/Billing pages.

  • Create Transaction Record creates the record for this order so you can process the payment on the Payments page. A matching link also lives on the customer's overview page.
  • Where a transaction already exists, the status area links you to that transaction on the billing page.

Refunds

A per-line Refund action is available on tenants that use the Incomm/EBT integration (for example farmboxrx). It opens a refund modal where you choose:

  • Full Refund for the order (up to the amount charged)
  • This box refund (limited to the box amount)
  • Partial Refund Amount with a note

The modal enforces the maximum refundable amount based on what was charged and what has already been refunded. Refunds are recorded in cust_order_payment.

Printing & Emails

A row of buttons above the order provides PDF and email actions. Which buttons appear depends on the tenant's enabled features.

PDF / print:

  • Print Label - packing label PDF for the order
  • Print Receipt - receipt-style PDF (when receipts are enabled)
  • Print Invoice - invoice PDF with each line shown separately
  • Print Invoice - Condense Products - invoice PDF with repeated products combined into single lines

Emails (each asks you to confirm before sending):

  • Email Order Info - the weekly order email for this order (or a pickup notice for pickup orders)
  • Email Admin Alert - the admin order-alert email
  • Email Payment Receipt - the payment receipt (enabled once the order is Completed)
  • Email Tracking - tracking and payment info (when EasyPost is enabled)
  • Delivery Today email/SMS and delivery-complete SMS (when those features are on)
  • Move addons back to cart - returns add-ons to the cart for an Open order (when Future Cart is enabled)

Shipping & Tracking

Tracking code

Enter a tracking number in the Tracking Code field and click Update Tracking Code. Once saved, the number links out to the carrier's tracking page and shows when it was uploaded. Stored in cust_order.easypost_tracking.

EasyPost labels

When EasyPost is enabled, the EasyPost panel lets you:

  • See whether a tracking code / label already exists, open the label PDF or link, and delete the label
  • Select one or more shipping service levels (for example the FedEx Ground and overnight options) and click Create Label to generate a shipping label

Bins (freezer bags)

On tenants that track reusable bins/freezer bags, a Bins panel lets you add a bin, update bin counts, and remove a bin from the order.

Hub (Moink)

Moink orders show a Hub dropdown; pick a hub and click Update Hub to reassign the order (cust_order.ship_hub).

Common Use Cases

Use Case 1: Add an item the customer forgot

Goal: Customer wants an extra item on an upcoming order.

Steps:

  1. Open the order from the customer's detail page
  2. In "Add product to order", set the quantity, pick the product, choose Purchase (Charge 'em!)
  3. Click Add Product
  4. Confirm the new estimated total in the totals panel

Tip: If the order is already Closed, set the status to Open (and optionally set a delay) before editing.

Use Case 2: Swap an out-of-stock item

Goal: Replace a product that is no longer available.

Steps:

  1. Open the order
  2. Delete the out-of-stock line
  3. Add the substitute with Add Product, adjusting the type/charge as needed

Use Case 3: Waive the delivery fee

Goal: Remove the delivery fee for service recovery.

Steps:

  1. On the right-hand panel, set Delivery Fee to 0
  2. Click Save

Use Case 4: Move an order to a different week

Goal: Customer wants delivery a week later.

Steps:

  1. Open the order
  2. If the Deliver On dropdown/arrows are available for this tenant, use the right arrow to shift the order forward a week, or pick the week from the dropdown
  3. Save

Use Case 5: Re-populate a box from the current menu

Goal: Reset the box contents to today's menu.

Steps:

  1. Open the order
  2. Click Populate Order and confirm
  3. Review the refreshed line items and totals

Troubleshooting

The order will not let me edit contents

  • Check the status. Set the order to Open to edit freely, then Save.
  • Automatic processes move Open orders back to Closed. Use the delay control to hold it Open while you work.

A product is missing from the Add Product dropdown

  • The dropdown is built from the current menu/classifications. Confirm the product exists and is active in the menu.
  • Products on the customer's Does Not Like list are shown struck through, not removed.

I cannot cancel the order

  • If a payment transaction record exists, the page blocks a careless cancel. Go to the billing page (linked from the warning), remove the transaction record, then cancel.

The tracking email button is disabled

  • The payment-receipt email button only activates once the order status is Completed. Tracking-related buttons appear only when EasyPost is enabled for the tenant.

The label will not generate

  • EasyPost label creation requires EasyPost to be enabled and a valid shipping address on the order. Select at least one shipping service level before clicking Create Label.
  • Customer Detail (customer_info.php) - the customer account and the list of their orders; where you open this page from
  • Orders (cust_order.php) - search and bulk-manage all orders
  • Payments / Billing (billing.php) - process payments and view transaction records
  • Products / Menu - the catalog and menu that feed the Add Product dropdown

Typical workflow:

  1. Customer Detail, click an order, opens Order Detail
  2. Edit contents, fees, route, or status
  3. Save, then print or email as needed

Quick Reference Card

Task Where
Add a product "Add product to order" row, then Add Product
Add a one-time item Gear menu, Add one-time Line Item
Remove a line Red delete button on the line
Remove several lines Check lines, choose delete, Perform
Re-populate from menu Populate Order
Change status Status dropdown, Save
Keep order Open Delay control (hourglass)
Edit box cost / delivery fee / tip Right-hand panel, Save
Change route / stop Right-hand panel, Save
Shift delivery week Deliver On arrows/dropdown (where available)
Print label / invoice Print buttons above the order
Send order / receipt / tracking email Email buttons above the order
Set tracking number Tracking Code field, Update Tracking Code
Create EasyPost label EasyPost panel, Create Label
Create transaction record Create Transaction Record
Refund (Incomm/EBT tenants) Per-line Refund
Delete order (restricted) Delete Order

FAQs

How do I re-open a closed order?

Set the status dropdown back to Open and Save. Because the automatic processes push Open orders back to Closed, use the delay control to keep it Open while you make changes.

What is the difference between Closed and Completed?

Closed means the order is finalized for the delivery week. Completed is the final state after the order has been fulfilled; the payment-receipt email becomes available at that point.

How do I charge the customer?

This page does not run the charge. Use Create Transaction Record here, then process the payment on the Payments/Billing page.

Can I edit the shipping address on the order?

The address shown here is the snapshot stored on the order and is read-only on this page. Change the customer's address on the Customer Detail page.

Why can I not cancel the order?

If a real payment transaction already exists, the page warns you and links you to billing. Remove the transaction record first, then cancel.

Where do the Favorites and Does Not Like lists come from?

Favorites are auto-computed from the customer's order history (customer_favorites). The Does Not Like list is the customer's saved dislikes. Both are reference only on this page.

How do I add a product that is not in my catalog?

Use Add one-time Line Item from the gear menu. It creates the item on this order only.

End of Documentation

For additional help, contact Kiva Logic support.