Orders Registry in the CRM

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. Marking an order as "refunded" or "canceled" here is just a history note, not a financial operation.

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

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

1. Confirm with an administrator that the Orders Registry is enabled.
2. In the sidebar, open Orders. The page brings together the orders you are allowed to consult, including those linked to existing contacts and deals.
3. Use search, date range, source, gateway, status and sorting to find the required slice. Those filters stay in the page address, so they can be reloaded or shared.
4. Create a manual order with an existing contact, title, value, currency and status.
5. When products are involved, inspect their name, quantity, unit price and discount; they preserve the financial snapshot of the sale.
6. Optionally, set the order date and paid date, and link the order to a deal.
7. 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.
8. 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, overdue, refunded, canceled and failed.
• 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.

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.
• 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.

See also

• CRM: pipelines, kanban and deals
• Deals: notes, attachments, checklists, line items and automatic value
• Contacts and CRM overview

Remove test or orphaned orders

In Orders, administrators can remove records created by charges or integrations. Select a correction type and enter a reason. The order immediately leaves the Operational view, while its source, actor, reason, and any compensations remain in the audit history.

A never-paid manual order without a linked charge can be deleted permanently. Paid or integration-backed orders are voided, not erased: open commissions, stock, and engagement score are compensated atomically. A closed commission blocks the operation to prevent financial divergence.

Use Record state → Voided to review removed records. Restore is available only when the void created no accounting, stock, or engagement compensation and the external identity is still available.

To purge the charge itself, archive it first. Only a non-settled charge can be deleted permanently; deletion requires a reason and voids/unlinks the related order before removing the local charge. These actions never cancel or refund money at the gateway.