> ## Documentation Index > Fetch the complete documentation index at: https://andcze.mintlify.site/llms.txt > Use this file to discover all available pages before exploring further. # Orders > Order statuses, manual actions, payment and delivery issues, blacklist, error log and analytics. Every purchase in your shop is an order: who bought what, for how much, with which method, and where delivery stands. In normal sales everything happens on its own — the player pays, the provider confirms the payment, the plugin delivers the product. You only step in for exceptions. ## Statuses | Status | Meaning | | - | - | | **Pending** | order placed, payment not received yet | | **Paid** | payment confirmed, the order is waiting for the plugin | | **Processing** | the plugin has started fulfillment | | **Completed** | the plugin confirmed the commands ran | | **Cancelled** | order withdrawn (by you, or not finished by the customer) | | **Failed** | payment rejected or interrupted — the player paid nothing | | **Dispute** | the customer disputed the payment — handle these first | A payment session expires after 30 minutes for instant payments (BLIK, card, SMS) and after 14 days for a traditional bank transfer. ## Orders with several lines A buyer can put up to **20 lines** in the cart and pay once. Such a purchase is a **payment group**: the payment provider sees one transaction for the total, while in ItemShop every line is a regular separate order (with its own delivery to its server, status and statistics). A discount code is calculated once for the whole cart and split proportionally across the lines. A payment method's minimum and maximum amount apply to the cart total. The group's combined status can be "partially refunded" when a refund covers only some lines. The buyer follows the order on the status page, using an address that carries the order number and a status key — guessing the number alone isn't enough. ## Find an order Search by player nickname or filter by status. Extra filters: email, order number, amount range and date range — filters combine. The order details show: * product, quantity, server and any discount code used, * the customer's nickname, email and IP address, * payment method, amount, provider fee, net amount and — if enabled — VAT. ## Create an order manually Useful when someone orders via Discord or you want to send someone a ready payment link. **1. Choose the server, product and quantity** The product list narrows down to the selected server. **2. Choose a payment method and enter the nickname** Nickname is required, email is optional. **3. Send the link** After creating the order you get a payment link. The order stays **Pending** until the player pays; then the product is delivered automatically. > [!NOTE] > > Anyone with this link can complete the payment — send it only to the right person. ## Order actions Available to people with permission to manage orders (see [Team](https://andcze.mintlify.site/en/shop/team.md)). | Action | When | Notes | | - | - | - | | **Fulfil** | order is paid | marks it completed and sends the product to the player | | **Cancel** | pending or paid | irreversible — double-check the order number | | **Change status** | any | an emergency tool, e.g. to mark fulfillment or a dispute manually | When a payment failed or expired, a new payment session for the same order can be created through the [API](https://andcze.mintlify.site/en/api-reference/overview.md). Customers can change the nickname on their order until it's completed — they confirm it with a 6-digit code sent to the order's email (valid for 10 minutes). The previous nickname is kept in the history. ## When delivery is stuck An order that sits on **Paid** for a long time is usually waiting for the plugin or for the player: * the server is offline or the plugin is not connected — check the status in [Servers](https://andcze.mintlify.site/en/shop/servers.md), * the server has **Require player online** turned on and the player is not in-game — delivery happens when they join, * the player is on a mode excluded from deliveries (e.g. a login lobby) or the nickname has a typo. The plugin catches up on pending deliveries by itself after reconnecting, so you don't need to retry anything manually. > [!WARNING] > > If the server crashed while running commands, the order goes to **manual verification** — some commands may already have run. First check in-game whether the player received the product, then choose **complete** (if they did) or **retry** (if they didn't). The system deliberately doesn't repeat these commands automatically, to avoid giving the product twice. ## Free orders and vouchers An order with a 100% discount skips the payment gateway and goes straight to the plugin. Redeeming a voucher also creates a regular order — so you have a full trail of who claimed a reward and when. Vouchers are **not counted** in revenue or sales statistics. See [Discounts and vouchers](https://andcze.mintlify.site/en/shop/discounts.md). ## Blacklist The blacklist blocks selected people from **placing orders**. The player's country is detected automatically. | Entry type | Example | Notes | | - | - | - | | Country | `DE` | you can select a whole continent at once | | IP address | `203.0.113.7` | IPv4 or IPv6; several players may share one address | | ASN | `AS13335` | blocks a provider's entire network — use with care | | Nickname | `Steve` | regardless of the address the player connects from | You can block the nickname or IP from a specific order in one click from the order list (a note with the order number is added automatically). Entries can be added in bulk (up to 200 at once, one per line), given a reason, and temporarily disabled instead of deleted. The **Check IP / ASN** tool shows the country, network, ISP and approximate city before you block anyone. ## Error log The error log collects everything that went wrong: payments, order fulfillment, notifications (e.g. Discord), the AI assistant and system errors. Payment errors have a stage: **Initiation** (the player wasn't redirected to pay), **IPN / Notification** (the shop didn't receive the payment confirmation) or **Refund**. When a player paid but didn't get the product, filter by the **Order** and **Payment** categories (IPN stage). Entries don't disappear after a fix — it's a history. When contacting support, copy the error text, response code and date. ## Analytics The **Analytics** section shows revenue over time, traffic and its sources, the conversion funnel, and product and server rankings for the last 7, 30 or 90 days, with revenue export to CSV. **Search for a player** (by nickname or IP) shows their order count, total spending and linked IP addresses — handy for verifying suspicious customers. ## Next > **[Plugin](https://andcze.mintlify.site/en/shop/plugin.md)** > > How the plugin delivers orders and what to check when it doesn't. > **[Payments](https://andcze.mintlify.site/en/shop/payments.md)** > > Providers, fees and payment testing. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.