> ## Documentation Index
> Fetch the complete documentation index at: https://docs.keyplar.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Orders

> Find any purchase, see exactly what was delivered, and get a customer back into their order when email fails.

**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](/import).

## 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.

<Note>
  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](/subscriptions) to see every payment, or open a
  renewal order directly by its link.
</Note>

## 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](/catalog/products#auto-created-products) from an unmapped external ID.

## 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.

<Warning>
  Refunds must be issued at the gateway. There is no refund button in Keyplar — the money never
  passed through it.
</Warning>

## 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.

<Note>
  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.
</Note>

For someone who can't get into their account at all — not just one order — use the [24-hour
account access link](/customers#help-a-customer-who-cannot-sign-in) on the customer's page
instead.

## Where orders come from

| Source                 | When                                             |
| ---------------------- | ------------------------------------------------ |
| Post-checkout redirect | The moment the buyer finishes paying             |
| Webhook                | Refunds, renewals, and buyers who closed the tab |
| [Import](/import)      | Backfilling what you sold before Keyplar         |

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

## 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.