Handling web store orders

When a shopper places an order on your web store, the items are reserved in your parts inventory straight away, so nobody else can buy the same units. Your team then picks the order and either hands it over at the counter or ships it. Stock leaves the shelf only at hand-over or shipping.

Before you start #

• Set up the store first. See the web store.
• Fulfilling orders needs store.fulfil. Cancelling and refunding need store.manage.

How orders arrive #

• Paid online orders: the shopper paid by card on your Stripe checkout. The order is Paid.
• Pickup reservations: when card payment is not available and you offer "reserve for pickup, pay in store", the items are reserved for in-store pickup and paid at the counter. The order is Pending payment until it is picked up.
• Staff with store.fulfil get an in-app notification and an email for each new paid order or pickup reservation. You can add one more address under Settings & feed › Also email new orders to.

Holds do not last forever. An unpaid online order is released after the payment hold (30 minutes by default), and an unpaid pickup reservation after its days (3 by default). The customer is emailed when this happens.

Find orders #

Open Service & parts › Web store. The Orders tab lists orders.

(open full size)

1. Tabs of the web store.
2. Status: open orders, all, a single status, or Needs attention.
3. Fulfilment: pickup or ship.

You can also search by order number, email or last name. Staff limited to some rooftops see only those rooftops' orders.

Fulfil an order #

1. Open the order. It lists each item with its bin and stock state, the payment and a link to the invoice.
2. Select Packing slip to print a pick list with bins and boxes to tick (no prices).
3. Select Start picking.
4. For pickup: select Ready for pickup (emails the customer). This is refused while special-order parts are still on their way. When the customer collects the order, select Picked up by the customer. If they still have to pay, choose how they paid (Card (in store), Cash or Check) first; the payment is recorded on the invoice.
5. For shipping: choose the Carrier, enter the Tracking number and select Mark shipped (uses the stock). The customer gets an email with the tracking number. Select Mark delivered when it arrives.

The stock is used from parts inventory (at average cost, with any core recorded) at pick-up or shipping. Every step is added to the order's History.

Cancel or refund #

• Cancel: enter a reason and select Cancel and release the items. The reserved stock is released and the invoice is voided. Customers can also cancel their own unpaid order from their private order page.
• Refund a paid order: give the money back first (in your Stripe dashboard, or at the counter), then select Record the refund. The order becomes Refunded, unused stock is released, the invoice is voided and the customer is emailed.

Returns #

1. Once an order has shipped or been picked up, select Open return on the order.
2. Choose the lines and quantities coming back (never more than was bought) and whether each can go back on the shelf.
3. When the items arrive, select Items received (restock). Restockable units go back into parts inventory at the cost they left at.
4. Select Record refund (after returning the money) or Close without refund.

The refund per unit is what the customer paid after the order discount, plus its tax and core charge. When the whole order comes back, the refund goes through accounting; a partial refund is recorded on the order and accounting is notified.

Orders that need attention #

If a shopper pays after their hold expired and the stock has since been sold, the order is flagged Needs attention and staff with accounting.manage and store.manage are notified to refund the payment. Stock is never sold twice.

What the customer sees #

Each order has a private order page (the link is in the confirmation email). It shows the status and tracking, lets the customer finish an unpaid payment, and lets them cancel an unpaid order. Customers do not need an account.

Order statuses #

Tips #

• Work the Open list from oldest to newest at the start of each shift.
• Pickup reservations are not paid yet. Check the order before handing anything over.
• Keep tracking numbers on every shipped order; customers see them on their order page.

Permissions #

Limitations #