Sales & Orders
Sales & Orders in the left sidebar is where you see every purchase, follow up on payments that didn't finish, and understand your sales. Only owners and trusted partners can open it.
Pick a reporting Period at the top (Today, Last 7 days, Last 30 days, Last 90 days or Past year). Export CSV downloads the orders currently shown, with your filters applied.
1. Orders
The Orders section lists purchases with the patient, items, payment method and date. Filter by stage:
| Stage | Meaning |
|---|---|
| Not started | Paid, and no session has been used yet. |
| In progress | Some sessions have been used. |
| Completed | Every session has been used. |
| Needs review | Something about the payment or refund needs checking. |
| Refunded | Fully or partly refunded. |
You can also filter by payment method: Cash, Razorpay / UPI, Wallet, Points or Split / Mixed.
Open an order to see its full breakdown: the catalogue subtotal, discounts and membership benefits, wallet credit and points used, cash taken at the desk, and the total the patient was charged. Download receipt gives you the payment receipt (not a GST tax invoice; see Payments & Billing).
2. Payment issues
Payment issues lists payments that haven't finished cleanly, so nothing is lost or charged twice:
| Status | Meaning |
|---|---|
| Awaiting payment | The patient started paying but hasn't finished. |
| Payment failed | The payment didn't go through. The patient can try again from the app. |
| Processing | The payment is being settled. Wait for it to finish. |
| Confirmation pending | Zennor is still confirming the result with Razorpay. Don't ask the patient to pay again. |
| Needs review | Zennor couldn't confirm the result automatically. Contact support before changing anything. |
Benefits and sessions start only once Zennor has confirmed a payment with Razorpay.
3. Open carts
Open carts shows what patients have added to their cart but not bought yet: which treatments are sitting in carts, their potential value, and which patients they belong to. Use Copy Outreach Message to copy a ready-written follow-up you can send from your own phone. On the Growth plan, Zennor also sends an automatic abandoned-cart reminder.
4. Reports
Reports shows Net sales (after discounts and refunds), Gross sales, Average order value, your Best-selling items and Sales by category for the selected period.
5. Refunds
Only owners and trusted partners can refund. Open the order, then:
- Choose the amount. You can refund all of it or a Partial refund.
- Choose what happens to treatment access:
- Cancel selected unused sessions removes only the number of unused sessions you enter.
- Goodwill refund; retain access lets the patient keep all their remaining sessions.
- Confirm.
Online payments are refunded through the same Razorpay account that took the payment. If Razorpay hasn't confirmed the refund yet, the order is marked for a check. Wait for it to update rather than refunding again.
Cash sales aren't refunded through Razorpay. Hand the cash back to the patient first, then confirm in Zennor to record the repayment. Points the patient earned from that sale are reversed.
A full refund (or a chargeback your clinic loses) on a referred patient's first purchase also takes back the referral bonus that purchase released. See Referrals.
Membership refunds and cancellations are separate actions. See the Membership Lifecycle.