Orders and invoices

Orders are the main operational record for sales. They contain the customer, selected services, prices, payment state, invoices, attendees, tickets, vouchers, documents, comments, and history.

Invoices represent the financial document side of an order. Use the order and invoice states together before you resend documents, copy payment links, cancel, refund, or change a paid order.

When to use this article

Use this article when you need to:

• find a customer order
• check whether an order is paid, booked, reserved, canceled, or expired
• understand whether the order has Open items or an invoice
• resend the last order email
• copy or send a payment link
• download invoice or ticket documents
• decide whether an order can be changed safely
• collect details before contacting KORONA Event support about a payment, ticket, or accounting issue

Find an order

In the back office, open Sales > Orders.

The order list search finds orders by order number, customer name, or customer number. For other identifiers, use the global Search box in the sidebar, which also finds:

• tickets by ticket number
• invoices and receipts by invoice or receipt number
• customers by name, email, or customer number

Open the matching result to reach the related order.

When helping a customer, confirm enough details to avoid changing the wrong order. At minimum, compare customer name or email, event name, date, and order total.

Read the order overview

Open the order and start on Overview.

Check:

Do not assume a customer-facing confirmation means the financial record is complete. Always check payment and invoice state before making changes.

Understand order states

Use the canonical state reference to distinguish an order's operational state from its payment and invoice states.

Order states

Order state describes the operational progress of an order; read payment and invoice state separately.

Option	What it does	When to use it	Watch out for
New	Marks an order that is still open or has not progressed to a customer-facing result.	Use it while an order is being created or reviewed before request, reservation, or booking.	Check before sending payment links or documents.
Requested	Records a customer request that is waiting for review or a later staff action.	Use it when the booking must not be confirmed automatically.	Do not treat it as a final booking.
Reserved	Holds capacity until a reservation deadline or another action progresses the order.	Use it for temporary holds and pay-later workflows.	The reservation can expire and release capacity.
Expired	Marks a request or reservation that passed its allowed deadline without progressing.	Use it to identify orders that no longer hold their previous place in the workflow.	Check whether the customer completed a replacement order later.
Booked	Confirms the order operationally.	Use it when the selected offers are accepted as a booking.	Booked does not prove that payment or ticket generation completed.
Canceled	Ends the operational order and prevents it from being treated as active.	Use it after an approved cancellation workflow.	Payment, refund, invoice, capacity, and customer communication may still need separate action.

Understand invoice payment states

Open the Documents tab or invoice detail when financial state matters.

Invoice payment states

Invoice payment state describes what payment or refund work remains for one invoice.

Option	What it does	When to use it	Watch out for
Requires payment	Shows that the invoice still needs payment.	Use it when collecting an open invoice through an available payment action.	A payment link exists only when the invoice and provider support it.
Requires refund	Shows that the invoice needs a refund or refund follow-up.	Use it to identify invoices that must enter the refund process.	The provider transaction can still be pending or require manual handling.
Refunded	Marks the invoice as refunded.	Use it after the approved refund workflow records completion.	Confirm provider and customer receipt when investigating a disputed refund.
Paid	Records payment for the invoice.	Use it when the invoice amount has been paid or deliberately marked paid.	Paid does not prove that the order is booked or tickets were generated.

Use Download invoice when the customer or finance team needs the invoice document. If a delivery note is used, check Download delivery note as well.

Use payment links

Payment links are available only in specific order and invoice states.

If the order still has Open items, staff may be able to use Initiate payment to start the customer payment workflow.

If an invoice already exists, use the invoice payment link actions when available:

• Copy payment link
• Send payment link email

Before sending a payment link, confirm the customer email address and check whether the customer should receive the link from the order workflow or from the invoice.

Resend emails and documents

Use Resend last order email when the customer did not receive the last order message.

Before resending:

1. Confirm the customer email address.
2. Check whether the order has the expected tickets, vouchers, invoice, or other documents.
3. Open History to see whether the email was already sent or whether delivery failed.
4. Tell the customer to check spam or blocked sender rules when delivery appears successful.

If tickets are missing, investigate ticket generation before resending. Resending an email without the expected attachment will not solve a document-generation issue.

Change or cancel an order

Only change an order when the operational and financial result is clear.

Use Cancel when the order should be canceled. The cancellation modal explains whether an email will be sent and whether services will be unblocked.

Use Book, Reserve, or Request only when the order state should move to that exact operational state.

Use Initiate payment when the customer should receive a workflow that asks for payment.

Check attendees and tickets

Open Attendees when entry, personalization, or ticket questions matter.

Check:

• attendee name
• Price category
• Ticket number
• attached tickets or vouchers
• attendee or booking custom fields
• waiver or required information, if used

Use Download all tickets only after confirming the order state supports issuing those tickets.

Use history to answer support questions

Open History when a customer reports a missing email, failed payment, auto-canceled order, missing ticket, refund question, or duplicate attempt.

Useful history details include:

• order created, booked, reserved, canceled, or auto-canceled
• invoice created or payment state changed
• payment webhook or provider status updates
• email sent or resent
• receipt or POS actions
• ticket, voucher, or service changes

Expected result

You have enough information to answer the customer or continue the workflow when you know:

• the exact order number
• the customer and affected offer
• order state
• payment state
• invoice state
• whether the order has Open items
• whether tickets, vouchers, or invoices exist
• which action is available and safe
• whether the issue is setup, payment, document generation, delivery, or customer data

Troubleshooting

Related articles

• How orders, payments, invoices, and tickets fit together
• Test the customer checkout
• Sell a ticket at the counter
• Troubleshoot availability and capacity