Getting to an Order
Open the Orders page and click any order number to open its detail view. On desktop the panel opens to the right. On mobile it opens full screen. Use the Back arrow at the top left to return to the orders list.Order Header
At the top of the page:- Order number with the date and time it was placed
- Status badge — the current order status (see the status reference at the bottom of this page)
- Flagged badge — shown in red if a staff member has flagged this order for attention
- Dispute badge — shown in amber if a dispute update has been logged by the Local Pass team
Quick Facts
A row of stat cards gives you an at-a-glance summary before you scroll into the details:Notes
If notes are present they appear as coloured banners directly below the Quick Facts row:- Customer Note — a yellow banner showing anything the customer wrote in the order notes field at checkout. Always read this before preparing the order.
- Internal Note — a blue banner showing any note logged by your staff on this order.
Ordered Items
The items section lists everything the customer ordered:- Product photo, name, and quantity
- All modifiers the customer selected — for example, Sauce on the side, Extra cheese (+$1.00), No onion. Modifiers are shown in an indented box under the item name.
- Unit price and line total
- A sale badge if the item was purchased at a discounted price, with the original price shown crossed out
Payment Summary
Shows exactly what the customer paid:Understanding Your Settlement
The settlement calculation follows standard Canadian marketplace accounting: Your gross sales are the food subtotal. The platform commission is calculated from your contracted rate (which varies by order type — pickup, self-delivery, or platform delivery). GST and BC PST are applied to the commission itself because marketplace facilitation fees are taxable services. The GST Collected line is flagged with a “Remit to CRA” badge. This is tax you’ve collected from the customer as a trustee — it must be remitted to the Canada Revenue Agency on your regular GST/HST filing. It is not part of your payout. Your Net Payout is what remains after the commission, GST on commission, and PST on commission are deducted.Customer
This card shows the customer’s contact details and delivery address, with direct action buttons:- Call — opens your device’s phone app with the customer’s number pre-dialled
- Email — opens your email client addressed to the customer
Returning Customer Badge
A badge in the top right of the customer card shows whether this is a new or returning customer:- New Customer — this is their first order with you
- ⭐ Nx Returning — they’ve ordered from you N times before. The star and count update automatically.
Delivery Driver
If a driver has been assigned to the order, a Driver card appears showing:- The driver’s name
- An Assigned status indicator
Delivery Proof
If a driver submitted a proof-of-delivery photo through the app, it appears here along with:- The photo itself
- Any comment the driver added (e.g., “Left at front door as requested”)
- The timestamp of delivery
Actions
The Actions card gives you three tools beyond the header buttons:Add Staff Note
Opens a text dialog. Type your note and click Save Note. The note is added to the order timeline immediately, prefixed with 📝 to distinguish it from automatic status updates. Notes are internal — customers never see them. Use staff notes to log:- Customer calls and what was discussed
- Special prep instructions not captured in modifiers
- Reasons for delays or exceptions
- Any manual steps taken outside the normal workflow
Flag Order
Opens a dialog where you select a reason for flagging. Options include: Wrong items delivered, Missing items, Customer complaint, Driver issue, Payment dispute, Fraud concern, Other. Flagging an order:- Adds a 🚩 entry to the order timeline visible to your team
- Creates a record in the Local Pass platform operations queue so the support team is notified
Chat with Support
Opens a support conversation pre-filled with context from this specific order — order number, status, customer address, and fulfillment type. Use this if you need help from the Local Pass team on something that can’t be resolved from the dashboard.Order Timeline
The timeline shows every status change, staff note, flag, and dispute update for this order in chronological order.Reading the Timeline
Each entry has a coloured dot that signals its type:Dispute Updates
If the Local Pass team logs a dispute update on an order, it appears as an amber card in the timeline with a DISPUTE label. A two-line preview is shown inline. Tap the card to open a bottom sheet with the full dispute text, including context from the platform operations team. A Dispute badge also appears in the order header whenever a dispute entry is present.Adding a Comment
Type in the text area at the bottom of the timeline and click Post. Comments appear immediately in the timeline with a 📝 prefix and timestamp. They are visible to your team only.Issuing a Refund
Click Refund in the header (or the Refund button in the Actions area if you have scrolled past the header) to open the refund dialog. Full Refund — refunds the complete order total. Partial Refund — shows each item with +/− controls so you can select exactly which items and how many units to refund. The refund amount calculates automatically, inclusive of tax. Select a reason from the dropdown before confirming — Customer request, Wrong item sent, Quality issue, Out of stock, Duplicate order, or Other. The refund is processed through Stripe and:- A refund record is added to the order timeline
- The customer receives a push notification and email confirmation
- The order status updates to Refunded if it was a full refund
- The refund amount is reflected in your payout balance