Every sale in SERVOS becomes an order. One order per checkout, holding everything bought together (stays, tickets, bookings, products, passes) plus its payments, discounts, and taxes. Orders are numbered sequentially per organization and shown everywhere as "Order #123". Nothing about a completed order is frozen. You can edit its items, take further payments, and refund, and the totals always reflect the current state.
Reading an order
The order page shows the items grouped as they were bought (a stay with its included add-ons collapses into one card), a payment history, the customer with billing details, and an activity timeline where staff can also leave comments.
Two status badges matter day to day:
- "Payment": "Unpaid", "Partially paid", "Paid", "Overpaid", "Partially refunded", or "Refunded".
- "Fulfillment": "Unfulfilled", "Partially fulfilled", or "Fulfilled", driven by the items themselves, for example a stay checking out, or a booking's end time passing, whether or not the guest came.
Cancelled orders keep both badges and add a "Cancelled" badge.
The totals block lists the subtotal, discounts, pass redemptions, and "Incl. VAT". Prices are tax-inclusive, so VAT is part of the total, never added on top. Cancelled or voided lines stay visible, struck through, and no longer count toward the totals.
Finding orders
The orders list shows number, date, customer, source ("Web", "POS", or the booking site's name, "Other OTA" when the booking site didn't say which it was), total, payment and fulfillment status. Search matches the customer, the order number, and OTA references, and you can filter by payment status, fulfillment, and source. The source filter lists the channels your orders came through.
Editing an order
More → Edit order opens the order in a full-screen editor with the same catalog as the POS: tabs for Accommodations, Events, Products, Services, and Discounts. You can add new items, remove existing lines, change a stay's occupancy, and add or remove discounts. The footer shows the projected "Difference" against what the order was worth before. Apply Changes commits everything at once, and Cancel discards the whole edit.
Removing a paid-for line doesn't move any money by itself. It lowers what the order is worth, so a paid order becomes overpaid and shows a "Balance to refund" to act on. See Payments and refunds.
Cancelling an order
More → Cancel order cancels every item on the order, stays, tickets, bookings, in one action. If cancellation policies apply, the dialog quotes the fee ("A cancellation fee of 500 kr will be applied.") with a Cancel without applying fees checkbox to waive it. Viewers don't get Cancel order; it needs the Member role or above.
Cancelling can't be undone, and it does not refund anything. Money already taken stays on the order until you issue a refund.
To cancel just one part of an order, one room of a two-room booking say, cancel that item from its own page (for example the stay), or remove the line in the order editor.
Orders from booking sites can't be cancelled in SERVOS. Those cancellations come from the channel. See Channel manager.
Common questions
Can I add something to an already-paid order? Yes. More → Edit order, add the items, apply. The difference shows as a balance due to collect.
Cancel or refund, which do I want? Cancelling ends the things on the order (the stay, the tickets) and applies policy fees. Refunding returns money. A cancelled order often still needs a refund afterwards; they are separate steps on purpose.
Can I un-cancel an order? No. Rebook the items on a new order instead.
