Orders Registry in the CRM

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Conversa Labs

Last updated on Sep 7, 2026

Overview

The Orders Registry is a contact-centric purchase history. For each contact (and, optionally, for each deal) you record orders with a title, value, currency, status and date, building a clear view of everything that person has bought.

It's important to understand what it is and what it is not: the orders registry is a log, not a payment gateway. It does not charge, refund or reconcile money — billing is handled by the Payments module. Changing a manual order status does not call the gateway; however, a financial status feeds internal commissions, stock, goals, and automations, so it requires authorization and an audit trail.

Orders can arrive from several origins: entered manually, received via webhook, created through the API, originated from the Payments module, or from commerce integrations.

How to edit and change status

A non-financial manual order can have its title, amount, currency, date, and status corrected by a CRM manager.
Entering partially paid, paid, or refunded requires sales-management authority and a reason. The before/after state, actor, and explanation are retained.
Once financial effects exist, amount, currency, items, and deal cannot be rewritten in place. Use link repair or the governed void flow so commissions, stock, and goals remain consistent.
An order from Payments or another integration is a synchronized projection. Open its details and use Manage in Charges to locate the source charge; confirmed and paid payments project as a paid order. Correct facts at the source and synchronize instead of editing the log.
Before a financial or integration order is voided, the screen previews compensations and blockers. Closed commissions, confirmed bookings, granted rewards, or delivered distribution fail closed.

Prerequisites

The Orders Registry is optional and off by default. Ask an administrator to enable it for the account.
CRM management permission to create and edit orders.
Contacts in place — every order belongs to a contact.

Step by step

Confirm with an administrator that the Orders Registry is enabled.
In the sidebar, open Orders. The page brings together the orders you are allowed to consult, including those linked to existing contacts and deals.
Use search, date range, source, gateway, status, seller, and sorting to find the required slice. Those filters stay in the page address, so they can be reloaded or shared. The seller filter is available to team managers and uses the canonical sale assignment.
Click any order title to open its details. The address identifies that order and can be reloaded or shared; linked contact, organization, deal, and charges appear as shortcuts according to your permission.
Create a manual order with an existing contact, title, value, currency and status.
When products are involved, inspect their name, quantity, unit price and discount; they preserve the financial snapshot of the sale.
Optionally, set the order date and link the order to a deal. Marking it paid records the paid date through the controlled flow.
Export the same slice as CSV or select manual orders for the available bulk action. Their checkbox is disabled and Select every manual order in these filters also reaches manual orders only. Integration orders are protected from editing and deletion in the screen.
If an integration order has the wrong customer or links, use Fix the sale customer and links. Choose the contact, review the related charge and recovery event, and apply the preview. This does not edit the order's financial snapshot and remains available when the integration record is immutable.

Settings & options

Order status: pending, paid, partially paid, partially refunded, overdue, refunded, canceled and failed. A partial refund keeps only the non-refunded balance as recognized revenue.
Source: manual, webhook, API, Payments or commerce — identifies where the record came from.
Links: every order belongs to a contact and can be linked to a CRM deal.
Currency and value: each order has its own value and currency (default BRL).
External identifier: orders from integrations carry an external ID that prevents duplicates.
Order items: each item's name and amounts are a sale snapshot. Later Catalog changes do not rewrite what was sold; when available, the item also retains its link to the same account's product or variant.
Owner-based wallet: when owner-based privacy is active, each rep sees only the orders of the contacts/deals they can access.
Global list and CSV: the Orders page is server-paginated; export honors the current filters and selection without including data outside your scope.
Edit vs fix links: only manual orders have normal edit and delete. The separate contact, organization, deal, and conversation correction preserves amount, status, items, dates, and external identity.
Integration vs manual order: on orders created by Payments or an integration, amount and status follow the source and are not overwritten in the registry. Open the linked charge to cancel, refund, or reconcile. Manual orders remain editable from the details view.

Use cases

Keep each customer's purchase history right on the contact profile.
Track, on the deal, the orders already placed for that opportunity.
Consolidate orders from multiple origins (manual, Payments, commerce) into a single log.
Feed automation and reports based on what each contact has bought.
Compare a deal's quoted budget with the catalog items that were actually settled in the Catalog report.

Tips, limits & best practices

Use the orders registry for history; to actually charge, use the Payments module.
Standardize titles and statuses to make reading and filtering easier.
When integrating via webhook/API, send a stable external ID so orders aren't duplicated.
When sending partially_refunded, also send amount_refunded, greater than zero and lower than the total.
Send a stable item identifier for every integrated item too; a redelivery of the same order then does not duplicate its lines.
Link the order to the matching deal when it makes sense, to connect sale and opportunity.
Edit or delete manual records only. On an imported order, use Fix customer and links only for associations; correct amount, status, items, dates, or external ID at the source and synchronize again.

Troubleshooting

I don't see the Orders section: the module may be disabled for the account — talk to an administrator.
Duplicate order: check that the integration is sending the same external ID instead of creating a new one.
The order didn't charge the customer: that's expected — the registry is a log; charging is done in Payments.
The Catalog name or price changed: the recorded item keeps the original sale snapshot; this is intentional to preserve financial history.
I can't create an order: check your CRM management permission and that the contact exists.
I can't edit an imported order: this is intentional. Records received from Payments, commerce, API or a webhook protect financial facts from redelivery. If only the customer or another association is wrong, use Fix the sale customer and links on the order row. To cancel, refund, or correct settlement, open the details and select Manage in Charges.
I can't change the status of a paid/integration order: manage the operation on the linked charge or at its source gateway using the details shortcut. The webhook synchronizes the outcome without turning the registry into a second source of truth.