# Create and manage orders

Build an order inside the conversation, send it to the customer as a card, and follow every order from new to delivered in one list.

An order in Ha Tang starts where the sale happens: in the conversation. The agent picks the products, adds shipping, and the customer receives the order as a card with every line and the total. If you want, a VietQR payment card follows right away. Every order then lands in **Products → Orders**, where the team moves it from new to delivered.

## Create an order in a conversation

You need **Work** access to Customer Support, and the **Products** app must be on.

1. In the **Inbox**, open the conversation and click **Order** under the reply box.
2. In **Add products: search name or SKU**, type and click a product. Click it again to add one more. For something not in the catalog, click **+ custom line** and type the item, quantity and price.
3. Fill in **Discount (₫)** and **Shipping (₫)** if any. The panel shows the **Subtotal** and **Total**.
4. Check the recipient: **Recipient**, **Phone** and **Delivery address** default to the customer's profile when left empty.
5. Optional: an **Internal note** for the team (the customer never sees it).
6. Leave **Send the VietQR payment link right away** on to ask for payment in the same step (see [Get paid in the conversation](https://hatang.dev/help/products/payment-in-chat)).
7. Tick **Issue an e-invoice when paid** if the customer needs a VAT invoice.
8. Click **Create order**.

![The New order panel in a conversation](https://hatang.dev/help/img/en/products/order-form.webp)

Ha Tang gives the order the next code (`DH000001`, `DH000002`…), posts the order card in the conversation, and links the order to the customer's profile. The order is attributed to you in the reports.

## Drafts from the AI assistant

When the AI assistant hears a customer decide to buy, it records a **draft** order and leaves an internal note in the conversation. Drafts are not sent to the customer and do not count in the order list or reports until someone confirms them. They appear at the top of **Products → Orders** under **Drafts from the assistant**.

To confirm one, open it and click **Confirm draft & send to customer** (or **Confirm & send to customer** on the card in the conversation). The order card is posted in the conversation, and you can then send the payment link.

## Follow orders

**Products → Orders** lists every order, newest first.

![The order list with stage tabs, drafts from the assistant and payment status](https://hatang.dev/help/img/en/products/orders.webp)

- The tabs at the top filter by stage and show how many orders are in each. On the right: the paid total and the number of paid orders.
- Search by order code, customer name, phone number or item, and filter by payment (**Paid & unpaid**) and by agent (**Any agent**).
- **Payment** shows **Paid**, **Link sent** (a payment link is waiting), or nothing yet.
- Orders that come from a marketplace, such as TikTok Shop, carry its name next to the code and keep the marketplace's status. See [TikTok Shop](https://hatang.dev/help/channels/tiktok-shop).

### Stages

| Stage | Meaning |
|---|---|
| **New** | Just created |
| **Consulting** | The customer is still deciding: changing items, asking about delivery |
| **Confirmed** | Agreed and, usually, paid |
| **Shipping** | On its way |
| **Done** | Delivered |
| **Cancelled** | Will not go ahead |

When the payment for an order arrives, Ha Tang marks it **Paid** and moves it from New or Consulting to **Confirmed** by itself. Every other move is yours.

## Work on one order

Click an order code to open it. You need **Work** access to Products to change it.

![An order with its lines, delivery details, stage and payment](https://hatang.dev/help/img/en/products/order.webp)

- **Stage**: pick the new stage and click **Move**.
- **Discount**, **Shipping**, **Recipient**, **Phone**, **Address**, **Internal note** and the e-invoice option: change them and click **Save**. Once an order is paid, its amounts are locked; create a new order if the customer wants something else.
- **Payment**: the payment status, the **Transfer note** and the **Checkout page** of a waiting payment, **Send payment link** or **Send a new link**, and **Open in Payments**.
- **Zalo ZNS**: **Send notification** sends a Zalo template message about this order to the customer's phone, if you have a Zalo OA with ZNS. See [Zalo ZNS](https://hatang.dev/help/automation/zns).
- **Links**: the **Conversation** the order came from, the **Customer profile**, and the order id your developers may ask for.

## Orders elsewhere in Ha Tang

- The customer panel in the inbox lists the customer's orders, and their profile's **Activity** shows them too.
- Support reports and the Sales dashboards count orders and revenue per day and per agent. See [Support reports](https://hatang.dev/help/reports/support-reports).
- Your developers can receive `chat.order.created`, `chat.order.updated` and `chat.order.paid` webhooks to send orders to your sales or delivery software. See [Webhooks](https://hatang.dev/help/integrations/webhooks).