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Help centre · Online shop

Handle online orders

Confirm, pack, send and deliver online orders, record bank transfers, print picking slips and invoices, and cancel orders.

Who can do this: The owner (administrator role) by default, or anyone whose role has been given permission to handle online orders.

The order queue

Open Online shop → Orders. The line at the top says how many orders are waiting for you. The tabs filter by status: All, Waiting for you, Confirmed, Packed, Sent, Delivered and Cancelled.

Each row shows the order number, the customer, the number of items, the status and the total. Tap a row to open the order.

The order page shows only the next step as a button, so you cannot skip a step by mistake.

Two more tabs are for orders collected from the shop: Ready for collection and Collected.

The steps of an order

Waiting for you: the order is new and needs you to confirm it. Cash on delivery orders are confirmed automatically unless they are above the amount you set.

Confirmed: you have accepted the order and can start packing.

Packed: the parcel is ready.

Sent: the goods have left your shop. This is when the stock leaves the shelf and the sale is counted.

Delivered: the customer has the goods.

Cancelled: the order was stopped before it was sent.

Ready for collection: a collection order is packed and waiting at the shop. The customer has been e-mailed. The goods are set aside but still on your shelf.

Collected: the customer has taken the goods. This is when the stock leaves the shelf and the sale is counted.

Work through an order

  1. Open the order. Check the items, the customer's phone number, and the address or collection point.
  2. Press Confirm. For a large cash order, ring the customer first.
  3. Press Picking slip to print a list for the person packing. It has no prices.
  4. When the parcel is ready, press Mark packed.
  5. When the parcel is with the courier, press Send it, then Yes, it has gone. This step cannot be undone.
  6. When the customer has the goods, press Mark delivered. For cash on delivery, this records that the cash has been collected.

Press Invoice to get the invoice PDF. It is available once the order is packed, or earlier if a bank transfer has been paid.

Record a bank transfer

A bank transfer order shows Awaiting payment and has no Confirm button. It waits until you see the money in your account.

  1. Check your bank account for a payment with the order number as the reference.
  2. Open the order. Under Record payment, optionally type the Bank reference, such as the statement line or slip number.
  3. Press Record payment. You will see "Payment recorded - the order is confirmed."
  4. Continue with Mark packed as usual.

If no payment is recorded by the time shown on the order, the order is cancelled automatically and the items go back on sale.

Orders collected from the shop

If the customer chose to collect the order from your shop, the order page says Collection. There is no Send it or Mark delivered for these orders. After Mark packed, you use Ready for collection and then Collected.

When you mark the order ready, the customer is e-mailed, in the language of your screen, that the order is ready to collect: your shop's address, the line you wrote under the collection option (a good place for your opening hours), your phone number, what is in the order, what is left to pay, and the link to their order page. The order shows whether the e-mail was sent. If it failed, press Try again. If the customer gave no e-mail address, ring them.

  1. When the parcel is packed and waiting at the counter, press Ready for collection, then Yes, it is ready.
  2. When the customer comes, take any payment due, hand over the goods and press Collected.
  3. If someone else came for it, type their name in Collected by. Leave it empty if the customer came themselves.
  4. Press Mark collected. This step cannot be undone.

The name of the person who collected is kept in the order's history for you. The customer does not see it.

Cancel an order

You can cancel an order until it is sent. The items go back on the shelf straight away. After an order is sent, use a refund instead.

A collection order can still be cancelled while it is ready for collection, for example if the customer never comes. The goods go back on sale. Once it is collected, use a refund instead.

  1. Open the order and press Cancel order.
  2. If you like, write why in the box. The reason is kept in the order's history.
  3. Press Cancel the order to confirm, or Keep the order to go back. This cannot be undone.

The history

The History section at the bottom lists everything that has happened to the order, with the date and time. The customer sees the same steps on their order page.

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