Managing Orders
View order details, track status changes, print receipts, and manage the full lifecycle of every order.
After an order is created, you can track it through every stage of its lifecycle from the Orders list. Eleo provides a clear, chronological view of each order's status, line items, payment information, and history so your team always knows exactly where things stand.
Understanding order statuses
Every order in Eleo moves through a series of statuses that reflect its current stage. Here is what each status means:
- Draft — The order has been started but not yet confirmed. Draft orders do not affect inventory and can be edited freely. This is useful for orders that are being prepared in advance or where the customer has not yet finalized their selection.
- Confirmed — The order has been placed and payment recorded. Inventory levels are updated at this point. This is the default status for orders completed through the POS.
- Processing — The order is actively being prepared or packed. This status is typically used by businesses that have a preparation step between order placement and handoff, such as restaurants or custom product makers.
- Completed — The order has been fulfilled and the customer has received their items. This is the final successful state for most in-store transactions.
- Delivered — For orders that involve shipping or delivery, this status indicates the items have been handed off to the customer at their location.
- Cancelled — The order has been voided. Cancelled orders restore inventory for the affected products and are excluded from sales totals. A cancel that is beyond what the person at the till is allowed to do on their own waits for an approver — see Cancellations below.
The available statuses and the transitions between them may vary based on your business type and workflow settings. Contact your store admin if you need a custom status flow configured.
Viewing order details
Click on any order in the Orders list to open its detail page. The detail page is organized into several sections:
- Line items — A list of every product in the order, including quantities, unit prices, discounts applied, and line totals.
- Customer information — The customer attached to the order, including their name, phone number, and email. Click the customer name to open their full profile.
- Payment details — A breakdown of how the order was paid, including payment method, amount, and any change given. Split payments are shown as separate entries.
- Order summary — The subtotal, discount, tax, and final total for the order.
Order details page showing line items, customer information, and payment breakdown
Order timeline
Every order has a timeline that records each significant event in chronological order. The timeline includes:
- When the order was created and by whom
- Status changes with timestamps
- Payment events (recorded, refunded)
- Notes added by team members
- Any edits made to the order
The timeline is read-only and provides a complete audit trail for every order. This is particularly useful for resolving disputes or reviewing how a transaction was handled.
Order timeline showing a chronological list of events including creation, payment, and status changes
Updating order status
To change the status of an order, open the order detail page and click the Status dropdown at the top of the page. Select the new status from the list. Eleo will only show statuses that are valid transitions from the current state — for example, you cannot move an order directly from “Draft” to “Delivered” without first confirming it.
Status changes are recorded in the order timeline with the name of the team member who made the change and the exact time it occurred.
Cancellations
Every cancel in a store is listed in one place: go to Orders → Cancellations. Anyone who can see the orders list can open it.
- Waiting — Cancels from the till that need approval. Each one shows the order or tab, its total and items, who asked and from which till, the reason, and whether the order was already sent to the kitchen.
- History — Cancels that have been decided: cancelled, rejected, withdrawn or failed, with who decided, when, their note, and any money the till still has to give back.
An Owner, Admin, Manager or Supervisor can approve or reject a waiting cancel. Approving cancels the order straight away; rejecting leaves it as it is, and the note you add is shown at the till. You cannot approve a cancel you asked for yourself, or one for an order you sent to a station such as the kitchen — someone else has to decide it. The person who asked can withdraw their request while it is still waiting.
If you can approve, waiting cancels also appear in Orders → Approvals alongside your other requests. Deciding one in either place updates both.
Printing receipts
You can print a receipt at any time from the order detail page by clicking the Print Receipt button. Eleo supports both thermal receipt printers and standard A4/Letter printers. The receipt includes your store name and address, the order number, all line items with prices, payment details, and the date and time of the transaction.
In addition to printing, you can share receipts digitally. Click the share icon next to the print button to send the receipt via WhatsApp or email. This is useful for customers who prefer a paperless receipt or when the printer is unavailable.
Order notes
Team members can add internal notes to any order by scrolling to the notes section on the order detail page. Notes are visible to all team members who can view the order but are not included on customer-facing receipts. Use notes to record special instructions, customer requests, or any context that might be helpful for the team handling the order.