> For the complete documentation index, see [llms.txt](https://hub.equipme.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://hub.equipme.io/pro/sales/order-reception.md). # Order Inbox In the Order Inbox you review your customers' new order items, confirm them for fulfillment, change the fulfillment type or cancel them. **Path:** "Sales" → "Order Inbox" (the number shows the unconfirmed items) When a customer orders from you, every order item lands here first. Only once you confirm it is it released for fulfillment and appears in ["Open positions"](/pro/fulfillment/open-positions.md). This way you decide whether and how an order is accepted before goods are reserved, ordered or provisioned. ## What lands in the Order Inbox All items with the status **"Ordered"** are shown, i.e. orders that haven't been confirmed yet. This applies to these types: | Type | Meaning | | ------------------- | ------------------------------------------------------------------------- | | "Order" | A new service for the customer | | "Pre-order" | An order via an offer that allows pre-orders and is only called off later | | "Delivery call-off" | The customer calls off a pre-ordered service | | "Return" | The customer sends a device back | Changes to existing services, replacements and terminations don't appear here, but under ["Changes"](/pro/fulfillment/service-changes.md) and ["Cancellations"](/pro/fulfillment/terminations.md). ### Items fulfilled by a partner If one of your customers orders a service that a partner provides for you (see [Partner Connect](/pro/portfolio/partner-connect.md)), you also see this item. The **"Fulfilled by"** column then names the partner. You can't select or open these items. When you click one, "The item is filled by a partner and therefore cannot be edited." appears. The partner must confirm it in their own Order Inbox. For your own items, "Fulfilled by" shows your company. ## The list The newest items are at the top. Important columns: * "Service name", "Customer", "Customer type" ("Direct customer", "End customer", "Partner" or "Partner customer"), "Partner" * "Employee", "Group", "Location" * "Status", "Order number", "Customer order number", "Ordered on", "Ordered by" * "Planned provision" (the customer's requested date) * "Fulfilled by", "Component attributes" Further columns such as "Delivery address", "Cost center", "Partner note", "Fulfillment type", "Type" or "Term" are hidden and can be shown via the table settings. Use the export to download the list as a file. Clicking the customer name takes you to the [customer details](/pro/customers/customer-details.md) in a new tab. Clicking an item opens the service instance on the order tab. There you see all details, the configuration and the history. ## Confirming orders 1. Select one or more items in the list. 2. Click **"Confirm order"** or **"Confirm orders"**. Alternatively, you'll find the action in a row's context menu (right-click). 3. Confirm the notice. It reminds you that the customer is informed about the confirmation by email. The status then changes to "Ordered (confirmed)", and the item appears in ["Open positions"](/pro/fulfillment/open-positions.md). What happens next (purchasing, picking, production, shipping or direct activation) is determined by the service's mapping (see [Service portfolio](/pro/portfolio/service-portfolio.md)). {% hint style="info" %} "Confirm" is only possible if all selected items are still in the status "Ordered". If an item has further dependent items (e.g. software for a workstation device), these are automatically confirmed along with it. {% endhint %} ### Automatic confirmation If you don't want to confirm a customer's orders one by one, turn on **"Automatically confirm orders"** in the customer details ("Orders are confirmed automatically and handed over to production."). For new customers, you choose the setting directly when [creating the customer](/pro/customers/create-and-invite-customers.md#step-3-portal-settings); it is turned off by default there. ## Changing the fulfillment type The fulfillment type controls how an item is provisioned: * **"In-house"**: You provision it yourself, possibly via your warehouse. * **"Dropshipping"**: The goods go directly from the supplier to the customer. By default, the type comes from the service's mapping. Until confirmation, you can change it per item: 1. Select items. 2. Click **"Change delivery type"**. 3. Choose "In-house" or "Dropshipping" and confirm. For items in the status "Waiting for mapping approval", the change is locked. First release the service's mapping. ## Cancelling orders 1. Select items. 2. Click **"Cancel"**. 3. Confirm the question "Are you sure you want to cancel the selected order items? …". Cancelled items can no longer be changed afterward. The customer sees them in their order overview as "Cancelled". {% hint style="warning" %} There is no rejection with a reason. If you don't want to accept an order, you cancel it. It's best to clarify the reason with the customer beforehand. {% endhint %} ## Notifications * **"Incoming order"**: Email to you as soon as a customer places a new order with you. Optionally also when a customer orders from a partner ("Send notification when a customer places an order with a partner"). * **"Order confirmation"**: Email to the orderer as soon as you confirm. You can control whether your customers receive it. You set up both under [Email notifications](/pro/administration/email-notifications.md). ## What the customer sees In the customer portal, the customer first sees their order as "Ordered", after your confirmation as "Ordered (confirmed)" and then with the respective fulfillment status. For details, see the customer guide, chapter Orders. ## Frequently asked questions **Why can't I select an item?** It is fulfilled by a partner. You only see such items for information. **Why is "Confirm order" grayed out?** At least one selected item is no longer in the status "Ordered", or you haven't selected anything. **The list is always empty, even though customers are ordering. Why?** "Automatically confirm orders" is probably active for these customers. You'll then find the items directly in ["Open positions"](/pro/fulfillment/open-positions.md). **Can I move an already confirmed item back to the Order Inbox?** No. You continue to process confirmed items in [Fulfillment](/pro/fulfillment.md), where you can also cancel them if needed. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. 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