📝 Overview

This guide covers the main actions you can take on an order. Most actions happen on the order page, which you can open from a customer’s profile or from the Financials section.

Some actions do different things, so review these before you act:

Cancel Bookings removes students from bookings but does not refund anything.
Cancel Order refunds the amount paid at checkout and cancels all bookings.
Refund returns money for a payment, in full or in part. It does not cancel bookings.

💡 Every order has one of three status labels: paid, balance due, or cancelled. The label appears to the right of the order number and in the order list.

📍 Finding an Order

Learn how to open an order from a customer profile or from the Financials section.

From a customer profile:

Click Contacts in the left navigation menu.
Search for the customer and click their name.
Click Orders in the top menu.

From Financials:

Click Financials in the left navigation menu, then select Orders.
Search for the order.

🔍 Order Page at a Glance

Learn what appears on an order page and what each section does.

Order status: The label next to the order number shows whether the order is paid, has a balance due, or is cancelled.
Payment Activity: This section lists the date of each payment and refund, how a balance was charged, and the amount.
Printable Receipt: Use this button to print a receipt for a parent or caregiver.
Add/Remove Pack Spots: These links appear only on orders for class packs.

💡 Printable receipts are FSA friendly and include Provider Tax IDs when that feature is activated. If you’d like to learn how to activate it, visit here.

Marketplace label: If you see an MP or Marketplace label on an order, the order was placed through the Sawyer Marketplace. Learn more about the policies here. Marketplace orders also show their source in order and financial reports.

🔑 Canceling an Order or Its Bookings

Learn the difference between canceling bookings and canceling the full order.

Cancel Bookings is located in the top right corner of each order page. It removes the student or students from all bookings on the order. It does not refund the customer. If a canceled booking used a pack spot, that spot is automatically returned to the customer.

Cancel Order is also located in the top right corner of each order page. It refunds the amount paid at checkout, cancels all bookings, and stops future payments from being charged. The customer automatically receives an email confirming the cancellation.

To cancel an order:

Open the order you want to cancel.
Click Cancel Order in the top right corner of the screen.

⚠️ Cancel Order only refunds the amount paid at checkout. If the customer has already paid installments beyond that amount, those payments are not refunded by this button. Use Refund next to each of those payments instead.

📊 Refunds and Reporting

Learn how to refund a customer and how refunds appear in your reports.

To process a refund, follow these steps. If you’re already in the order, skip to step 3.

Click Contacts on the left hand side of the screen. Search for the customer in your client list and click their name.
Click Orders, then select the order.
In the Payment Activity section, click Refund next to the payment you want to refund.

You can refund the full amount, a partial amount, or a specific item in an order.

Refunds do not cancel bookings. To cancel bookings as well, use Cancel Bookings or Cancel Order.

Providers can refund card and custom payment methods through Sawyer. These refunds are reflected in revenue reporting, so keep track of all refunds in the system to keep your reports accurate.

💡 Refunds for a single item appear correctly in the Order Detail Report. Other reports show the total refunds for the entire order.

🛠️ Recording Payments and Payment Plans

Learn how to record payments, record cash or check payments on a payment plan, and manage upcoming installments.

💡 Payment plans are available on the Grow plan and above.

Receive Payment

Click here to learn how to use Receive Payment to collect a balance or make an early payment.

Open the order.
In the Payment Activity section, click Receive Payment.
Enter the balance, add an optional note, then either charge the card on file or accept a custom payment method.

Receive Payment does not create a new, separate order. It also does not send a confirmation email to the customer.

Recording a Cash or Check Payment on a Payment Plan

Payment plans are designed to be paid by debit or credit card. If a customer wants to pay an installment in cash,

Click this arrow to learn how to replace the upcoming card transaction.

Make sure you’re set up to accept a Customer Payment Method, such as cash. This feature is included in the Scale plan.
Open the order you want to record this payment for. Go to Contacts, click the customer, then select Orders from the top menu. You can also go to Financials > Orders and search for the order.
In the Payment Activity section, click Receive Payment to record the cash payment.
Zero out or cancel the installment that this payment is replacing.

⚠️ Canceling or zeroing out an installment reduces the order total and the remaining balance.

Editing a Payment Plan

If a customer is paying with a payment plan, you can:

Cancel the payment plan.
Cancel an individual installment.
Take a payment on a future installment early.
Change the date of the payment plan.
Adjust the amount due for future installments.

To cancel all upcoming payments at once, use Cancel All Future Payments on the order page.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.