Once you’ve set up all your products and your store has gone live, you’ll manage incoming customer orders on the Orders page.
Contents:
Video Guide
https://www.loom.com/share/9a58e3792f6e45919135e79c88d47ba5?sid=9eaa0357-ed91-4f57-8ff6-e85846caa49aOrder Management Overview
The order dashboard will show you a breakdown of all your orders and you can switch between the tabs to see orders in each section.
Current orders - are new or accepted orders, that your team are working on
New orders - are orders that have not yet been accepted by your team
In Progress orders - are orders that your team have accepted but have not yet completed
Done orders - are orders that have been completed by your team
You can also search for particular orders by the reference number or customer name, or filter by the delivery method e.g. collection or delivery.
Orders will be displayed as cards, click into any card to see more information about the order.
On your orders you will see a circular count down around the due date and time, relating to the turnaround time for your product. As your due date gets closer, the circle counts round clockwise, and once the due date and time is past the circle will turn red.
Accepting & Completing Orders
To accept new orders, head to the Orders page.
If a new order has come in since you last visited this screen, a blue notification banner will be shown at the bottom. Select Refresh in order to display the new order.
Select the Accept Order button on the required order card(s)
Alternatively, if you click to expand the card, you can select Accept Order from the top of the window
Accepted orders will be displayed on the Current and In Progress tabs on the dashboard until the order has been completed.
Once the product is ready for collection/delivery, locate the order card and press Complete Order
If the order is for collection, the customer will get a notification telling them that their order is ready to collect. If it is for delivery, the customer will get a notification to say that their order is complete.
The order will move to the Done tab and display with a blue background
Rejecting Orders
You can only reject orders that haven’t already been accepted. You can cancel accepted orders if required.
Head to the Orders page
Select the order you wish to reject by clicking the order card and expanding the window
From here, select Reject Order
Alternatively, you can select the 3 menu dots on the card and select Reject Order
The order will move to the Done tab in the dashboard and will display with a red background
6. The customer will receive notification their order has been rejected
Cancelling Orders
You can only cancel orders that have been accepted. You can reject orders that haven’t been accepted if required.
Head to the Orders page
Select the order you wish to cancel by clicking the order card and expanding the window
From here, select Cancel Order
Alternatively, you can select the 3 menu dots on the card and select Cancel Order
Confirm you wish to cancel the order
The order will move to the Done tab in the dashboard and will display with a black background
Order Adjustments
Orders can be adjusted, cancelled, or modified for a number of reasons. For example, a dry cleaning provider carries out an additional stain removal service after speaking to the customer.
In the worst-case scenario, you may need to provide a refund for a product to a customer for your goods or services. For this, you would also use an order adjustment.
Adjusting Orders
Open the Store Manager. By default, you will land on the Orders page.
Orders can be adjusted before or after they have been accepted, in this instance the order has already been accepted.
Click the order you wish to adjust and expand for more details. Click Process an adjustment.
Alternatively, click the 3 menu dots on the order you wish to adjust and click Adjust total.
Select Additional Charge and enter the reason for the adjustment, for example, a shot of syrup was requested.
Select the applicable tax rate from the available options and enter the price of the adjustment.
Finally, select the Charge button to apply the adjustment. The customer's nominated card will be charged the extra amount. They will also be notified of the adjustment and sent an updated invoice via email.
Top tip: We always recommend speaking to the customer before applying additional charges to their order, whether that's confirming their adjustment with them in-store, or giving them a phone call to discuss the additional charge.
Refunding Orders
Open the Store Manager. By default, you will land on the Orders page.
Orders can be adjusted before or after they have been accepted, in this instance the order has already been accepted.
Click the order you wish to adjust and expand for more details. Click Process an adjustment.
Alternatively, click the 3 menu dots on the order you wish to adjust and click Adjust total.
Select Refund items and enter the reason for the refund, for example, the coffee was cold.
Enter the amount to refund against the product.
Click Refund, you will be asked to confirm. Once confirmed, this will credit the refunded amount back to the customer's nominated card.
Once the refund has been processed, a line item will be added to the order, outlining what was refunded, how much and who processed it.