Process webshop order

Great, a new online order! How can you best process it? There is a small difference between a weborder that is shipped to the customer and a weborder that is picked up in the store.

Process weborder

1. In the left-hand menu, click on Weborders.

2. Click the View button next to the relevant weborder.

3. At the bottom of the Items section, check the shipping method to see if the customer wants to pick up the online order or have it shipped.

4. Change the status of the weborder to 'Completed' at the top of the middle column (You can also change the status per product if you want to partially complete the weborder).

5. Inform the customer depending on the chosen shipping option:

Pick up in store?

1. On the right, click the blue 'Ready for pickup' button. The customer will then receive an email that the order is ready for pickup.

2. When the customer comes to the store? Open the weborder and click the 'Open in cash register' button on the right. The weborder will then receive the status Delivered.

Ship to the customer?

1. Change the status to Delivered.

2. In the Track and Trace URL field, enter the complete link you received from the carrier.

3. On the right, click the blue 'Send email to customer' button.

On the weborder page, you can also print the receipt on the right to send with the customer's package.

Weborder refund

Unfortunately, the customer prefers to return the product, and you decide to refund the transferred amount.

1. In the menu, click on Weborders.

2. Click the View button next to the relevant weborder.

3. On the right, click the 'Refund' button. A pop-up will appear.

4. At the bottom, click Submit to refund the full purchase amount to the customer. The product will then also be put back in stock.

Do you prefer not to increase stock or refund a lower amount? You can process this by clicking the 'Open in cash register' button instead of the 'Refund' button. The amounts will then be processed in the statistics. Don't forget to manually refund the purchase amount via the payment provider (such as Mollie or PayNL).

Send Track and Trace to the customer

Follow these steps to send the customer the Track and Trace for the weborder shipment:

1. Open 'Weborders' in the left-hand menu.

2. Find and click 'View' next to the relevant weborder.

3. Set the status of the weborder to Completed (in the middle column).

4. In the 'Track and Trace URL' field, enter the complete link you received from the carrier.

5. Change the status to 'Delivered'.

6. On the right, click the blue 'Send email to customer' button.

The customer will then receive the shipping information with a button to track the shipment.

Explanation of weborder statuses

Awaiting payment

At this moment, you cannot do anything yet. It means that the customer has added products to their shopping cart and is in the process of paying. For various reasons, the order may ultimately not be paid. For example, 'insufficient balance', 'ordering during working hours' or another interruption during payment. If this has not been successful after 15 minutes, the status automatically changes to 'Cancelled', 'Expired' or 'Failed'.

Weborder with status New

The customer has paid and the product has been debited. The customer has automatically received a message that the payment was successful and that you will ship it as soon as possible.

Completed

By setting the status to 'Completed', you can let the customer know that the order is ready for pickup.

Delivered

By setting the status to 'Delivered', you can let the customer know that the order is being shipped.

Does the customer wish to pick up the online order in the store? During the pickup, click the 'Open in cash register' button on the right-hand side of the weborder page. Then use a payment method (with 0 euros) to complete the pickup. The weborder will then automatically be set to 'Delivered' status.