Order statuses
Every order has a status that reflects the current state of payment.Free orders (where every item has a free price variant) skip payment processing entirely and are marked as Succeeded immediately.
Order line items
Each order contains one or more line items. A line item represents a specific price variant that the buyer selected during checkout, along with the quantity purchased. Line items link back to both the product and the price variant, so you can see exactly what tier the buyer chose and what experiences they are entitled to.Access tokens
When an order succeeds, Crevio generates an access token — a unique, secure link that the buyer uses to claim their purchased experiences. Access tokens serve several purposes:- Content delivery — Buyers follow the access link to view or download their purchased content.
- Seat-based orders — For products with seat-based pricing, each seat gets its own access token. The buyer claims one token, and additional tokens can be shared with team members via email invites.
- View tracking — Access tokens track how many times content has been viewed and from which IP addresses, enabling optional authentication gating after a set number of free views.
Refunds
You can issue refunds for any succeeded or partially refunded order directly from your dashboard or through Stripe. A Disputed order has no refund button. See Disputes.Full refunds
A full refund returns the entire order amount to the buyer. The order status changes to Refunded and any inventory limits on the purchased price variants are automatically restored.Partial refunds
A partial refund returns a portion of the order amount. The order status changes to Partially refunded. This is useful when a buyer is unsatisfied with part of a bundle or when you want to offer a goodwill credit without reversing the entire purchase.When an order is fully refunded or fails, Crevio automatically restores inventory for all line items. This means the refunded units become available for purchase again without manual intervention. Renewal orders are the exception: they never used up stock, so refunding one restores none.
Disputes
A dispute (also called a chargeback) is when a buyer asks their bank to reverse a payment instead of asking you for a refund. Your payments run through your own Stripe account, so Stripe handles the dispute with you directly. What you see:- Stripe emails you and shows the dispute in your Stripe dashboard.
- In Crevio, the order changes to Disputed as soon as Stripe tells us. Early bank inquiries, which come before a full chargeback, show as Disputed too.
- For a chargeback, Stripe takes the disputed amount, plus its dispute fee, out of your Stripe balance until the dispute is decided.
The buyer keeps access while a dispute is open. Access is only removed if you lose.
Viewing and filtering orders
The Orders page in your dashboard shows all orders across your account, sorted by most recent. Each row displays:- Order ID
- Status
- Customer name and email
- Amount and currency
- Date placed
- Whether a discount was applied
- Line items — The products and price variants purchased
- Customer — The buyer’s profile and contact information
- Discount — The discount code applied, if any
- Access tokens — The tokens generated for content delivery
- Charge — The Stripe charge details including fees
Renewal orders
Every paid subscription renewal becomes its own order, marked Renewal next to its status. So does every payment plan installment after the first, marked Installment. The first order is the purchase; each renewal order after it is one payment. A renewal order’s page links back to the purchase it renews, and for a payment plan says which installment it is, such as Installment 2 of 6. Once a subscription or payment plan has renewed at least once, the purchase and each of its renewal orders list every payment in a Payments section, oldest first, with each order’s date, amount and status. Below the list, Total paid is what the buyer has paid so far, less refunds and leaving out disputed payments. A renewal order:- Has the same customer and items as the purchase. Extra details your integrations attached to the purchase order, such as your own order numbers, are not copied.
- Counts in your revenue on the day the renewal was paid, so your analytics and customer totals include every renewal, not just the first payment.
- Sends the buyer a receipt with the amount and date. To stop these, go to Settings > Notifications and switch off Recurring Payments under Customer.
- Does not send you a new order notification. You already know about the subscription, so only first purchases notify you.
- Does not grant access again or use up stock. Access comes from the subscription and stays until the subscription ends.
Refunding a renewal order, or losing a dispute on one, returns that payment only. The buyer keeps access, because the subscription is still running. To end their access, cancel the subscription.
Payment plan orders
When a buyer purchases a payment plan variant, Crevio collects the agreed number of installments and then stops charging automatically. The buyer is never billed beyond what was agreed at checkout. The first payment is the purchase order, and each later installment shows up as a renewal order. The order detail page shows the payment plan schedule, including the installment amount, interval, and total number of payments. If the variant includes a setup fee, it appears as a separate line item on the order.If you need to modify or cancel a payment plan early, you can do so from the Subscriptions section of your Stripe dashboard.
Order details page
Click on an order to open its detail page. Here you see the complete picture:- Full line item breakdown with product names, price variant names, and quantities
- Customer profile with a link to their customer detail page
- Payment details including the amount, currency, and Stripe charge reference
- Subscription information (if the order is tied to a recurring subscription or payment plan)
- Access token status showing whether tokens have been claimed