I did not get a purchase email. Was the order recorded?

Check Business -> Customers -> Orders first. If the order is there, check your spam folder and your agency account email in Resources -> Account -> Profile.

Can my customer see their service orders?

Customers get the order confirmation email and see Active on monthly and yearly services. Their invoices and receipts come from Stripe through the billing portal.

Does cancelling an order refund the customer?

No. Refund the payment in your Stripe dashboard, then cancel the order if you want the record to show it.

On this page 6 sections

6 min readBilling & Invoicing

Service Orders, Notifications and Delivery

Find service purchases in Orders, mark services as delivered, choose who is notified by email or Slack, and send orders to other tools with webhooks.

Feature overview: Sell Services to Clients

Your guide, at your pace

Scan the overview. Open a section for its full steps and details.

New to these terms?

API: A way for two apps to share information or carry out tasks for each other.
Webhook: An automatic message sent to another app when something happens, such as a new review arriving.

Every Stripe checkout purchase becomes an order you can work from, and you are emailed each time. Purchases through Your own link are not recorded, so they do not appear here.

Find service orders

Go to Business -> Customers -> Orders. Service orders sit alongside NFC orders. The Purchased column shows the service name with a Service, Monthly, or Yearly badge.

Steps and details

Use the search box to find an order by order number or customer email. Click the order number, or View in the actions menu, to open the order summary.

An order is created when Stripe confirms the payment, even if the customer closes the tab before returning to your platform
Payments that take days to confirm, such as SEPA Direct Debit, appear once they succeed
Abandoned checkouts, declined cards, and failed payments do not create orders
Monthly and yearly renewals do not create new orders. See them in Stripe

Order actions

Steps and details · includes a table

Order actions
Action	When it shows	What it does
`View`	Always	Opens the order summary with customer, payment, and item details
`Mark delivered`	Paid service orders without shipping	Marks the order as completed once you have delivered the service
`Ship`	Paid orders with a shipping address	Marks the order as shipped, with an optional tracking URL, and emails the customer
`Complete`	Shipped orders	Marks the order as completed
`Cancel`	Orders not completed or cancelled, except monthly and yearly services	Marks the order as cancelled and emails the customer. It does not refund the payment

Worth knowing

Refunds happen in your Stripe dashboard. The order in the platform is not updated when you refund.

Emails sent when a service is bought

Steps and details · includes a table

Emails sent when a service is bought
Who	Email
You (your agency account email)	`New service purchase:` followed by the service name, with the customer, the total, and a `View order` button. Sent for every Stripe checkout purchase
The customer	An order confirmation thanking them for their purchase and saying you will be in touch about next steps, or that you will let them know when it ships

Who · Email

You (your agency account email): New service purchase: followed by the service name, with the customer, the total, and a View order button. Sent for every Stripe checkout purchase
The customer: An order confirmation thanking them for their purchase and saying you will be in touch about next steps, or that you will let them know when it ships

Notify more people, or Slack

Your own account email always receives purchase emails. To add teammates or post to Slack, create a notification rule from your agency account. Service purchases is not offered while you are inside a customer's dashboard, because those rules belong to the customer.

Steps and details

In your agency sidebar, go to Resources -> Account -> Notifications
Click New notification
Choose Service purchases and click Create notification
On the Edit notification page, under Where should it go?, add email addresses, turn on Slack, or both
Click Save notification. Use Send test to send a real notification based on your latest service order

Send orders to Zapier, Make, or your own system

Go to Platform -> AI & Automation -> API & Webhooks and open the Webhooks tab

Steps and details

Under Create Webhook, enter a Webhook Name and the URL, tick Order Created under Orders (and Order Updated if you want status changes), and click Create
Every Stripe checkout order is sent as a POST request with the order number, customer ID and email, total and currency, status, shipping address when collected, and the items bought
Order Updated fires when you Ship, Complete, or Mark delivered an order