Orders, deliveries and refunds

The order book

Orders lists every order your store has taken, 25 to a page. The heading counts them and says how many need attention.

• The order number, in the form your customer quotes it.
• The customer’s email address — the one they typed at checkout.
• The coverage code and the package size they bought.
• What they paid, and your margin on it. The margin turns red when it is negative.
• A status badge, and when the order was placed.

An order that needs attention is drawn with a red border and its badge turns red, so it stands out without filtering for it. Click a row to open the order — beside the list on a wide screen, as a full screen on a phone. The list itself does not reload, so you can work through several orders one after another.

The two halves of the heading do not answer the same question. The order count follows whatever filters you have set; the "need attention" figure is always the count across your whole order book. After filtering, expect them to disagree.

Finding an order

Three filters sit above the list, and that is all there is.

• The search box takes an order number, an email address or an ICCID — the long number that identifies the eSIM itself.
• The status dropdown narrows the list to one status.
• The "Needs attention" chip shows only orders where money was taken and delivery did not complete. Press it again to clear it.

When a filter matches nothing you get "No order matches those filters" and a "Clear filters" button. That is a different message from the one you see before your first sale, so you can always tell an over-tight filter from an empty shop.

There is no date range, no sorting and no export. To find an order from a particular day, search for something on it: the number the customer quotes, or their email address.

What each status means

"Expired" can appear on a row but is not one of the choices in the status dropdown. Find those orders by searching for the order number or the email address instead.

Orders that need attention

On an order, "needs attention" has exactly one meaning: money was taken and delivery did not complete. It covers both "Paid, not delivered" and "Delivery failed". It is the state that costs you a customer if you leave it alone.

Open the order and the first thing you see is a red block headed "This order needs a human", carrying your provider’s own reason for the failure and the provider’s reference for the order. Where no reason was recorded you get the plain sentence instead: "Payment went through but delivery did not complete." The same count appears as an alert on Overview until the orders are dealt with.

Trouble on the eSIMs screen is not the same thing, even though the dashboard uses the same words about it. There the chip reads “Usage unreadable”, and the problem is a usage figure that could not be read — the eSIM is usually working perfectly for the customer. An order needing attention means somebody paid you and got nothing.

The money on an order

Every order carries a profit breakdown of four lines. It is the same arithmetic on every order, so a glance tells you whether the sale was worth making.

Payment-gateway fees are charged in your own Stripe account, so they are not included here. Esimbit never sees them. Your real margin on every order is lower than the figure shown, by whatever your gateway charges you.

The timeline

Below the money, each order lists what happened to it and when: order created, checkout opened, payment captured, eSIM issued, delivery email sent, refunded — and the failure of any of them. Only events that were actually recorded appear. An event this build has no wording for shows its raw name rather than being dropped.

Where nothing was recorded, the panel says "No events were recorded for this order." rather than showing an empty box, so you can tell a quiet order from a broken screen.

The timeline is what to read before you answer a customer. If they say no email arrived, it tells you whether one was sent, and when.

Sending the eSIM again

Two buttons, for two different problems. Which one you see depends on the order’s status — neither appears where it would make no sense.

A retry reports back on the order itself and stays there: "eSIM delivered on retry" in green, or "Retry did not deliver the eSIM" in amber with your provider’s reason under it. That reason is the sentence to quote when you ask your provider what went wrong.

You cannot change the email address on an order. If a customer mistyped theirs, resending sends it to the same wrong address again — the order is where the address came from, and nothing in the panel edits it.

Refunding

A Refund button appears on an order for as long as the customer has paid more than you have already refunded. Pressing it opens a confirmation showing the amount and what your profit becomes once it goes through. "Refund now" sends it to your gateway; "Cancel" backs out.

The outcome stays on the order as a banner rather than a toast, because it is worth reading twice. It names the amount returned and, when an eSIM had already been delivered, it turns amber to keep saying so.

A refund returns money only. If the eSIM was delivered it stays usable and the provider cost is not recovered. You are out what you paid your provider and the customer keeps a working eSIM — so decide before you press, not after.

Refund is the only order action that needs an Admin. Support sees the button, disabled, with the reason: refunds move money out of your gateway balance. Support can still resend the delivery email and retry a stalled delivery.

Your delivered eSIMs

eSIMs lists every eSIM your store has delivered, with the data left on each one, the buyer’s email, the ICCID, a status, and — always — the time that figure was read. Search by ICCID or email, narrow by status, or press the "Usage unreadable" chip to see only the ones the panel cannot read.

An active eSIM with less than a fifth of its data left is badged amber and its bar changes colour, so a customer about to run out is visible without opening anything. Click an eSIM to expand it: you get every order that loaded data onto it — each tagged purchase or top-up, each linking back to the order — the last few readings, and the date its validity ends when there is one. A delivered order works the other way round: it shows the ICCID it issued and an "Open eSIM" link straight to this screen.

A top-up loads data onto the same eSIM: no new QR code, nothing to reinstall, and the expiry date does not change. There is no control here to create one — the customer buys it from their own order page, and it turns up as another order on the same eSIM.

Reading usage

Usage is read from the provider that issued each eSIM, at most once every few minutes, and every figure is shown with the time it was read. "Read usage now", inside an expanded eSIM, forces a read straight away. It is disabled for providers that do not report usage at all, and it tells you what happened either way.

Where a read has failed, the row says so and appends your provider’s own message — "Usage could not be read", with the number of attempts. On an older order you may instead be told the eSIM was delivered before usage tracking started; there is no history for those.

A failed read never shows zero. The last numbers that came back stay on screen, stamped with the time they were read, and marked "may be out of date". Check that time before you quote a figure to a customer — an unreadable eSIM is not a broken one.

What you cannot do here

The panel offers only the actions it can genuinely perform on somebody else’s order and somebody else’s SIM. The rest is not hidden behind a role — it does not exist.

• Orders cannot be created, edited or cancelled from the panel. They arrive from your storefront.
• The customer’s email address on an order cannot be changed.
• There is no way to write to a buyer from here other than resending the delivery email.
• An eSIM cannot be revoked, suspended, replaced or deleted, and installation details cannot be sent again from the eSIMs screen — the delivery email on the order is the only route back to the customer.
• The order book has no export, no date filter, no bulk actions and no sorting.

When a provider will not issue an eSIM at all and a retry keeps failing, refunding is the only move left in your hands. Do it before the customer has to ask.