Add an order manually in the back office

Use this when a customer orders by phone, email, or at the desk and you need to create the order for them instead of sending them through the online shop.

Order overview with customer, payment, document, and booking actions — Use the order overview to inspect the commercial record and choose the next safe action.

Before you start

You need a role with permission to create orders. If Create is not available on the order list, ask an administrator to check your role.
The services you want to sell must already exist. If a service is missing, create the event, admission, product, or voucher first.
Have the customer's name and email ready if they should receive a confirmation or payment email.

Create the order

Open Sales > Orders and select Create. You can also open the global Search box in the sidebar and select the New order quick action.
A new order opens on the Services tab, which lists your events, event templates, admissions, products, and vouchers.
Select the service to add. Depending on the service, the selection walks through steps such as Date, Prices, Attendee info, Booking info, and Related products.
Enter the quantity for each price category and complete any required attendee or booking information.
Select Add to order. Repeat for additional services.

Choose the customer and payment method

In the order sidebar, select the customer under Select customer, or select Create a new customer to add one.
Check the Customer Information summary. You can change which of the customer's addresses is used as Billing Address and Shipping Address for this order.
Select the payment method for the order, for example Online / Pay-by-link or At the venue.
If the customer has a voucher or discount code, enter it in the Voucher or discount code field and select Apply.

Finish with the right action

The buttons at the bottom of the sidebar decide what happens next. Each action opens a confirmation that states whether an email is sent.

Initiate payment books the order, sends a booking confirmation email, and asks the customer to pay.
Book marks the order as booked and sends a booking confirmation without asking for payment.
Reserve blocks the services and sends a reservation email. Reservations that pass their deadline expire automatically; see Configure reservations and unpaid order deadlines.
Request moves the order into the requested state so availability and staffing can be checked first. No email is sent.

Request, Book, and Reserve are available in the dropdown next to Initiate payment.

In the online shop, each service's checkout policy decides whether customers request, reserve, or book. In the back office, you choose the action yourself. See the checkout policy options in Configure your online shop.

Expected result

The order has a number, the selected services, the right customer, and the state you chose. Tickets, vouchers, and invoices are generated according to the action and payment method, and appear on the order Overview under Downloads and on the Documents tab.

Troubleshooting

Problem	What to check
The action buttons are grayed out	Whether the order has services with open items, whether it is canceled, and your role's permissions.
Reserve is not available	Whether a customer is selected on the order and whether the order state allows a reservation.
A validation error appears when finishing	Whether the combined services have conflicting checkout or payment settings; try separate orders for the services.
The service is missing from the list	Whether the service exists, is not archived, and matches the filter or search text on the Services tab.
Customer did not receive the email	The customer email address, then the order History for the sent email entry.