Handle store orders

Every order placed in your store’s app is a sales order. It arrives as a draft with no rep and no warehouse, waiting for a rep who covers its area to take it. Dispatch shows these orders on one board, so the office can see what is waiting, who is delivering what, and step in when nobody has taken an order.

Follow orders on Dispatch

Keep Dispatch open through the day, so no order waits too long for a rep.

1. Go to Online store ‣ Dispatch.
2. Read the figures at the top: Unassigned orders waiting for a rep, and the orders Confirmed, Out for delivery and Shipped today.
3. Click a status tab, such as Out for delivery, to show only those orders, or All.
4. Pick a Sales rep to follow one rep.
5. Click Map to see the orders’ delivery pins beside each rep’s last known position.

The board has two parts:

Part	What it shows
Unassigned	Orders no rep has taken yet, each with its number, customer, delivery address, lines, time and total.
A lane for each rep	The rep, the warehouse they serve from, how many of their store orders are shipped out of the total, and their orders grouped by status.

Click any order to open its card, with its Status, Sales rep, Warehouse, Total, Lines, the time it was Placed and its Address. In the card’s Actions menu, Open order takes you to the sales order.

Delivered orders stay on the board for the day they were placed. An order whose shopper saved no map pin cannot show on the map; the board says how many there are.

Assign an order to a rep

When no rep has picked up an order, hand it to one yourself.

1. On Dispatch, click the order under Unassigned.
2. In the card, pick the Field rep. Only the reps named on the order’s service area are listed.
3. Click Assign.

The order is confirmed, booked to the rep and served from the rep’s van, so the goods are held there. It moves into the rep’s lane as Confirmed, appears under My Orders in the rep’s app, and the shopper sees Preparing.

Note

Confirm a store order here or in the rep app. Confirm on the sales order itself always refuses a store order, even after you pick a rep and a warehouse on it.

Reps can also take orders themselves: an order placed in their area shows under Marketplace in the rep app until one of them confirms it. See Pick up online-store orders.

Mark an order out for delivery

Reps usually do this from the rep app when they set off. Do it here when a rep cannot.

1. On Dispatch, click the order in the rep’s lane.
2. In the card’s Actions menu, click Mark out for delivery.

The order shows Out for delivery. The shopper is told their order is on its way, and can follow the rep on a map in the app while the rep’s phone keeps reporting its position.

Deliver, invoice and collect

The rep delivers the order from their van with Ship in the rep app, invoices what was delivered with Invoice, and records the cash the shopper pays. See Deliver an order and Record a payment.

The shopper is told when the order is delivered. The money the rep collects reaches your main accounts through the rep’s cash end of day.

Cancel a store order

A shopper can cancel their own order in the app while it is still waiting for a rep. Once a rep has taken it, only the office can cancel it.

1. Open the order from Sales ‣ Transactions ‣ Orders, or with Open order on Dispatch.
2. Cancel it as any order. See Cancel an order.

The goods held in the rep’s van are freed, and the shopper is told the order was cancelled.

Deal with an order on credit hold

An order that takes the customer past their credit limit can arrive as Credit hold, when your Sales settings hold such orders rather than refuse them. It waits under Unassigned, cannot be assigned, and is not offered to reps. The shopper sees On hold.

Caution

Releasing a store order from credit hold confirms it with no rep and no warehouse, and it can then no longer be assigned. Collect what the customer owes, cancel the held order, and let the shopper place it again.

Messages you may meet

Message	What to do
No rep covers this order’s service area yet. Add one on the service area.	Name the reps who deliver on the area, then assign the order.
This rep does not cover the service area the order was placed in.	Pick a rep named on the order’s area, or add the rep to it.
The field operating profile is missing required configuration.	The rep has no van on their rep profile. Give them one, or pick another rep.
The rep profile was not found.	The user has no rep profile in this subsidiary. See Create a rep profile.
The storefront order already has a field representative and a warehouse.	Another rep took the order first. Refresh Dispatch.
The order must name a field representative and a warehouse before it is confirmed.	You clicked Confirm on a store order. Assign it on Dispatch instead.
No online orders to dispatch	No store order is open, and none was delivered today.