Ask a customer to complete and pay for an order

Use the Initiate payment action on a back-office order when the customer should finish required information in the online shop and, when applicable, pay online. KORONA Event emails the customer a secure link and guides them through only the steps that remain.

Before you start

• Add a customer with a valid email address to the order.
• Confirm that the order contains the correct services, quantities, prices, and payment method.
• Confirm that the online shop selected for the order has a customer-facing domain or that another online shop domain is available as the account fallback. The secure customer link uses the selected shop's preferred domain first, then the account's preferred shop domain.
• Check that required customer, booking, and attendee questions are intentional and understandable. The customer must answer required questions before continuing.
• Check the required legal documents and online payment-provider setup that apply to this order.

Start the customer workflow

1. In the back office, open Sales > Orders and select the order.
2. Review the customer, services, total, payment method, and open items on Overview.
3. Select Initiate payment.
4. Review the email recipient shown in the confirmation.
5. Select Initiate payment in the confirmation.

For Online / Pay-by-link, KORONA Event always sends the customer-action email because the customer must use the link to pay. The order moves through booking, information collection, and payment as its requirements are completed.

For eligible non-online payment methods, the confirmation also shows Send customer action email:

• Keep it selected when the customer should provide missing information or accept required legal documents online.
• Clear it and select Book without customer email only when staff will complete every remaining customer step through an approved manual process.

What the customer completes

The emailed link opens a page in the online shop. Depending on the order, the customer may need to:

1. Enter required Contact Information, Booking Information, or Attendee Information and select Save & Continue.
2. Review the order summary.
3. Accept required legal agreements.
4. Select Continue to Payment when online payment is required, then choose an available payment method and complete payment.
5. Enter any information that is required only after payment or before tickets and other fulfillment are released.

KORONA Event skips steps that are already complete. Required information is not skipped merely because staff created the order in the back office.

Check the result

After the customer finishes:

1. Refresh the order Overview in the back office.
2. Confirm the order state, payment state, invoice, and open amount.
3. Check that required answers appear with the customer, booking, or attendee where expected.
4. Check Downloads and Documents for the invoice, tickets, vouchers, or delivery note that the completed order should produce.
5. Open History when you need to confirm that the customer-action email or later order email was sent.

Troubleshooting

Related articles

• Add an order manually in the back office
• Orders and invoices
• Send or copy a payment link
• Collect customer and attendee information at checkout
• Payment setup overview