Handle online orders
Confirm payment, move an order from ordered to completed, send receipts and cancel when needed.
Every order placed on your online store arrives in E-Commerce → Online Orders. This tutorial follows one order from the moment it arrives until it is completed. It takes about 4 minutes.
Before you start
- The E-Commerce Suite plugin is active and your store has at least one order. See Set up your online store.
- To send a receipt by email, an email server must be set in Settings → Integrations. WhatsApp receipts open WhatsApp with the message ready, so no setup is needed.
Steps
Open Online Orders
When a customer orders, the Portal bell shows New online order with the order number. Click it, or go to E-Commerce → Online Orders. The cards at the top show the total value, and how many orders are Paid and Unpaid.
Find the order
Type an order number or a customer name in Search order or customer…. Use the Status and Payment filters to see, for example, only unpaid orders.
Open the order
Click the order row. The panel shows the customer, Email, Phone, Payment Method, Shipping Address, the Note, the items and the total.
Confirm the payment
For Bank Transfer, check your bank, then click Mark Paid. For Cash on Delivery, click Mark Paid when the driver brings the money back. Online Payment orders are marked Paid by themselves when the customer pays.
Update the order status
In Order Status, move the order along: Ordered, Processing, Delivering, Completed. The customer sees the status when they track the order.
Send the receipt
Click Receipt via Email or Receipt via WhatsApp. Email goes to the address the customer entered. WhatsApp opens a chat with the customer's phone number and the receipt text.
Complete the order
When the goods are delivered and paid, set Order Status to Completed. The order now counts as revenue in your reports.
What an order does to your numbers
- When it is placed: the order is a sale marked Placed, with an order number such as
ORD-00001. Stock goes down right away, so the item cannot be sold twice. The sale shows in Sales → Transactions with an Online Order badge. - When it is completed: the sale becomes Completed and counts as revenue, profit and tax in reports. Accounting records it on that day.
- When it is paid: the payment is added to the sale. Marking an order Unpaid again takes the payment back.
Cancel or delete an order
Click Cancel Order in the order panel, or choose Canceled in Order Status. Stock returns and the sale is cancelled, or voided if it was already completed. A cancelled order cannot be reopened.
- Staff need a Manager or Owner PIN. After you try to cancel, type it in Manager approval PIN and click Confirm.
- Delete removes the order record. It is only for orders that are Completed or Canceled, only for Owners and Managers, and you must type the order number to confirm. The sale stays in your transactions.
- A sale in a locked period cannot be changed. See Refund or void a sale.
Tips
- Unpaid orders can cancel themselves. In E-Commerce → Settings, Cancel unpaid orders after (hours) cancels unpaid bank transfer and online payment orders after that time. Use 0 to keep them.
- Paid after cancelling. If a customer pays an order you already cancelled, you get a notification to refund them.
- Who can mark paid. Only Owners and Managers can mark an order paid or unpaid.
- Subscribers. Shoppers with an account are listed in E-Commerce → Subscribers. They can track their orders and order again from their account.
- Customers can track too. In the store, Track Order needs the order number and the email used for the order.
Next steps
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