Online order fulfillment in Retail POS (X-Series)

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If your Retail POS store is connected to your BigCommerce, Shopify, or WooCommerce store, you can quickly see, manage, and fulfill orders on the Fulfillments page (Inventory > Fulfillments).

What is online order fulfillment?

When an online order is placed on your eCommerce platform, it syncs to Retail POS and the purchased products are deducted from your inventory.

Fulfillment is a list of products that need to be packed to fulfill an order. When the products have been packed and shipped to the customer, you can mark the order as complete.

The Fulfillments page contains all unfulfilled orders that have synced from your eCommerce platform. It lists the following order information:

  • Sale receipt: The receipt number and date/time the order was placed. This is the same sales receipt you use for in-store purchases.
  • Status: The status of the order. Completed orders are recorded on the Sales history page and do not appear on the Fulfillments page.
  • Type: This will tell you if the order is going to be delivered or picked up. 
  • Customer: The name of the customer who placed the order.
  • Item: The products that were purchased with the order and that will need to be packed.
  • QTY: The quantity of each product purchased. If you are using the Scanner app to fulfill the order, this may display as a partially picked quantity when not all products are available.
  • Sales note: Customer details, address, and notes synced from your eCommerce platform.
  • Fulfillment notes: These can only be added through the Scanner app and are typically used to record any issues that arose during the fulfillment of the order, such as damaged or unavailable stock. Fulfillment notes cannot be added or edited outside of the Scanner app.
  • Assigned user: The Retail POS user assigned to pack the order. This can only be assigned using the Scanner app.

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How to fulfill orders for delivery

When an online order for delivery is placed through your online store and synced to Retail POS, it will appear on the Fulfillments page with the order type "Delivery". 

The status of the order will detail whether the fulfillment is "New", "In Progress", or "Packed". Expanding the sale will display what and how many products need to be picked. You can also find the delivery details under sales notes.

There are two ways to fulfill your order(s):

1. Manually picking the products

  1. Print the order packing slip(s) and shipping label(s) through your normal workflow.
  2. Locate the products from the packing slip.
  3. Pack these products into shipping bags/boxes as required.
  4. Locate the order on the Fulfillments page, click to expand the order, and select Mark as packed.

      Note

    Marking an online order as Packed will update the status of the order to Packed in Retail POS.

    This will be updated in BigCommerce to Awaiting delivery. The status will not be updated for Lightspeed eCom, Shopify, or WooCommerce orders.

  5. Enter the package tracking details on your eCommerce platform (optional).
  6. Prepare the package for shipping; when the package has been shipped, locate the order on the Fulfillments page, click to expand, and select Mark as shipped.

      Note

    Orders that are Unpaid must have a payment added to them before they can be marked as shipped.

    To do this, navigate to Sales history (Sell > Sale history), locate the order, and click to expand. Click Edit, scroll to the payment section and click Add Payment. Enter the payment details and click Save Changes to finish. 

    This will not take payment from your customer and this must be done manually outside Retail POS to balance your systems.

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  7. Email the customer to notify them that the order has been shipped, including shipping details (optional).

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Once you select Marked as shipped, the order status will then be updated to "Delivery, Completed" in Retail POS, "Fulfilled" in Shopify, and "Completed" in Lightspeed eCom, BigCommerce, or WooCommerce.

The order will then be removed from the Fulfillments page. To access the order once completed, navigate to Sell > Sales History.

  Important

Some online orders will need to be fulfilled by more than one outlet due to stock levels. This will display as separate fulfillments on the Fulfillments page, filtered by outlet.

An online order cannot be marked as partially fulfilled. If an online order is split between two different outlets to be fulfilled, and one outlet marks the sale as “Packed”, the entire order is still in an “Unfulfilled” status.

2. Using the Scanner app

The Scanner app allows you to scan products into an order and update the order status from your iOS device in real-time.

For steps on how to use the Scanner app for fulfillments, refer to our Order fulfillment using the Scanner (X-Series) app guide.

How to fulfill a pickup order

When an online order for pickup is placed through your online store and synced to Retail POS, it will appear on the Fulfillments page with the order type "Pick Up". 

The status of the order will detail whether the fulfillment is "New", "In Progress", or "Packed". Expanding the sale will display what and how many products need to be picked. You can also find the delivery details under sales notes.

There are two ways to fulfill your order(s):

1. Manually picking the products

  1. Locate the order on the Fulfillments page, click to expand the order, and select View sale.
  2. Click Print receipt and use this as your packing list.
  3. Locate the products from the receipt.
  4. Pack the products and attach the receipt.
  5. Locate the order on the Fulfillments page, click to expand the order, and select Mark as packed.

      Note

    The order can only be fulfilled once full payment has been made. Marking an order for pick up as packed will update the status of the order to Packed in Retail POS.

    This will be updated in BigCommerce to Awaiting pickup. The status will not be updated for Lightspeed eCom, Shopify, or WooCommerce orders.

  6. Email the customer to notify that the order is ready for collection.
  7. Once the customer has collected the order, locate the order on the Fulfillments page, click to expand, and select Mark as picked up.

      Note

    Orders that are Unpaid must have a payment added to them before they can be marked as picked up.

    To do this, navigate to Sales history (Sell > Sale history), locate the order, and click to expand. Click Edit, scroll to the payment section and click Add Payment. Enter the payment details and click Save Changes to finish. 

    This will not take payment from your customer and this must be done manually outside Retail POS to balance your systems.

    Online-Orders-Sale-Unpaid.png

When you select Marked as picked up, the order status will then be updated to "Pick Up", "Completed" in Retail POS, and "Fulfilled" in Shopify, and "Completed" in BigCommerce or WooCommerce.

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The order will then be removed from the Fulfillments page. To view the record for a completed order, navigate to Sell > Sales history.

2. Using the Scanner app

The Scanner app allows you to scan products into an order and update the order status from your iOS device in real-time.

For steps on how to use the Scanner app for fulfillments, refer to our Order fulfillment using the Scanner (X-Series) app guide.

  Note

Only fully paid orders can be fulfilled in Retail POS. Attempts to fulfill an order which has not been paid will be blocked and prompt the user to receive payment from the customer.

If you are already connected to BigCommerce, you will need to reconnect or update your Retail POS app in BigCommerce’s marketplace in order to use Retail POS's online order fulfillment feature.

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