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Orders in the admin panel is the record of everything sold through your store, however it arrived — a live purchase, a webhook, or an import.

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Finding an order

The list is searchable by customer email, and by order details. Each row shows the customer, what they bought, the amount and the status.
Subscription renewals are hidden from this list on purpose. A store with a few hundred subscribers generates thousands of renewal orders, and they’d bury everything else. They’re still recorded — open the subscription to see every payment, or open a renewal order directly by its link.

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What an order shows you

Open one and you see:
  • The customer and the email the purchase was made under
  • Every product on the order
  • Every benefit granted, with its current state — the license key that was issued, which files are downloadable, whether the GitHub invite was claimed
  • Which gateway it came from, and its status
If an order shows products but no benefits, the products it matched carry none — usually a placeholder product from an unmapped external ID.

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Refunds

Refund in your gateway, not in Keyplar. The webhook arrives and Keyplar:
  • Marks the order refunded
  • Revokes its benefits
  • Blocks its downloads
  • Stops its license keys validating
  • Removes GitHub collaborator access and cancels pending invitations
A replayed event never re-grants a refunded order, so there’s no risk of a late webhook undoing the revocation.
Refunds must be issued at the gateway. There is no refund button in Keyplar — the money never passed through it.

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Help a customer who can’t get to their order

Open the order and use Signed access link. It generates a URL that opens this one order — products, benefits, working download buttons and license keys — without signing in. The same thing the customer saw right after checkout. It expires in one hour, and it’s not emailed: copy it and send it through whatever support channel you’re already using.
A signed order link grants access to that order only, and never transfers ownership. If someone else opens it and signs in with their own account, the order still belongs to the original buyer.
For someone who can’t get into their account at all — not just one order — use the 24-hour account access link on the customer’s page instead.

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Where orders come from

All three run through the same path and deduplicate against each other, so the same purchase never becomes two orders.

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Mixed carts and subscriptions

A checkout containing both a one-off item and a subscription is recorded as one order — it isn’t split. That first order is also the subscription’s first payment; subsequent renewals arrive as their own orders linked to the subscription.