In-store order fulfillment in Retail POS (X-Series)

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The product(s) your customers want to purchase aren't always in stock, or they may not be ready to take the product(s) away, but still wish to make the purchase regardless.

Instead of turning the customer away, you can offer an in-store order with Retail POS.

This allows the sale to be processed and marked as an unfulfilled order while you source product(s) from your supplier(s), from another outlet, or in-store, to fulfill the customer's order.

The customer can choose to have the purchase delivered or to pick up the purchase later.

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When to use an in-store order

Product(s) out of stock

If a product is out of stock and you are unable to provide the customer with the product at the time of sale, you can still process the sale. 

You can process the sale as unfulfilled (in-store order) and then order the stock from your supplier or another outlet.

Once the stock arrives in-store, this can be allocated to the order and fulfilled through the customer's desired method (delivery or pickup). 

  Note

When you add the product to the sell screen and the stock level is at 0 or below, you will be unable to click the Pay button and a banner will appear to prompt the cashier: "You don‘t have enough inventory available. Mark sale as unfulfilled?". For this to happen, your outlet must have the Negative inventory warning setting enabled.

Delivery

The product does not have to be out of stock in order to process an in-store order. There may be instances where a customer is not ready to take the product(s) purchased and wishes to have these delivered instead.

You can process the in-store order the same way, either choosing to order in additional stock from a supplier or another outlet, or simply fulfilling the order from your current inventory.

  Note

An in-store order sale does not offer a field to capture the customer's address. This will need to be added to the Sales note section when prompted, or as a sales note on the purchase.

If a shipping charge is required, you will need to create a dedicated product to capture this and add it to the sale.

Pickup

Your customer may not be capable of receiving the product(s) at the time of purchase, such as lack of transportation or time constraints, and wish to come back later to pick it up. 

You can process the in-store order the same way, either choosing to order in additional stock from a supplier or another outlet or simply fulfilling the order from your current inventory, depending on the circumstances.

  Tip

We recommend confirming an exact pickup date and time with the customer and capturing this in the Sales note to ensure that all parties are aware of when the customer will be returning. This also allows you to determine how you want to fulfill the order with regard to inventory.

Selling an in-store order
  1. Add the product(s) the customer wishes to purchase to the Sell screen. There are two ways to create an in-store order from here:
    • If the product(s) are out of stock and you have the negative inventory warning enabled, the prompt to sell as unfulfilled will appear. Click Mark sale as unfulfilled to enact an in-store order.
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    • If this setting is not enabled, the product(s) are not out of stock in Retail POS but out of stock in-store, or the purchase is for delivery or pickup later, click More actions and select Mark as unfulfilled.
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  2. Select Delivery or Pickup, depending on the customer's needs, in the dialogue box that opens.
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  3. Select an existing customer or add a new customer to the sale. Contact details from an existing customer will be prefilled and can be edited to suit the order. New customers will require a name, email, and phone number.Fulfillment-Customer.png

      Note

    If a customer was already added to the sale before selecting the Mark as unfulfilled option, these details will be prefilled.
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  4. In the Sales note, capture the customer's address for Delivery or date and time for Pickup. These details will be captured in your Sales history and on the customer's receipt.
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  5. Click Mark as unfulfilled to create the in-store order. 
  6. Once the sale has been marked as unfulfilled, you can choose to take full payment, partial payment, or no payment, depending on your in-store policy.

      Deposits

    To take a deposit for the sale, enter the deposit value into the Amount to Pay field and select the payment type. Once the payment has been processed, click Save sale.

    This payment will now be recorded as revenue received in advance until the sale has been fully paid. You will not be able to fulfill the order until it is fully paid.

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  7. If full payment is taken, click Complete sale to finish. For partial or no payment, click Save sale.
  8. The order is now recorded in both Fulfillments (Inventory > Fulfillments) and Sales history (Sell > Sales history) as Delivery, unfulfilled or Pickup, unfulfilled.

      Important

    If the in-store order contained products that were out of stock at the time of sale, the sale will only be recorded in the Sales history (Sell > Sales history). 

    It's important to note that even when stock is added for these products, the order will not be surfaced in Fulfillments. This allocation is made at the time of sale and cannot but updated retrospectively. See the Fulfilling an in-store order section below for steps to fulfilling these sales.

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Fulfilling an in-store order

All products in the order have stock available at the time of sale

When an in-store order is created and all products within the order have stock available at the time of sale, it will be recorded in Fulfillments (Inventory > Fulfillments) as a picklist.

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The Status will detail whether the fulfillment is NewIn progress or Packed. The Type will designate whether the order was created as Delivery or Pickup.

Clicking to expand the sale will display what products need to be picked under Items, how many (QTY), and the delivery or pickup details under Sales notes.

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

Picking the order manually

  1. Print the order packing slip(s) and shipping label(s) through your normal workflow (outside of Retail POS).
  2. Pick the items from the packing slip.
  3. Pack these items into shipping bags/boxes as required.
  4. Once picked, locate the order on the Fulfillments page, click to expand, and select Mark as packed.
  5. Prepare the order for delivery or pickup:
    • For Delivery orders, attach the package tracking details on your e-Commerce platform. Next, locate the order on the Fulfillments page, click to expand and select Mark as Shipped. Then email the customer to notify that the order has been shipped (including shipping details).
    • For Pickup orders, email the customer to notify that the order is ready for collection. Once the customer has collected the order, locate the order on the Fulfillments page, click to expand, and click Mark as picked up.

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Once you choose either Mark as shipped or Mark as picked up, the order will then be removed from the Fulfillments page. To access the order once completed, navigate to Sell > Sales history.

One or more products within the order are out of stock at the time of sale

When an in-store order is created and one or more products within the order are out of stock at the time of sale, it will be recorded in your Sales history (but not the Fulfillments page).

Once you have sourced product(s) from your supplier(s), from another outlet, or in store, you can fulfill the order through the Sales history.

  Important

If the in-store order contained products that were out of stock at the time of sale, the sale will only be recorded in the Sales history (Sell > Sales history). 

It's important to note that even when stock is added for these products, the order will not be surfaced in Fulfillments. This allocation is made at the time of sale and cannot but updated retrospectively.

To fulfill an order through the sales history, follow the steps below:

  1. Navigate to Sell > Sales history
  2. Locate the order and click to expandUnfulfilled-Sale-Mark-As-Complete-Sales-History-Page.png
  3. Select Mark as complete to change the status to Delivery, fulfilled or Pickup, fulfilled and complete the order.

  Important

Processing an in-store order purchase doesn't automatically trigger a stock order, stock transfer, or pick request in store. This must be done manually after processing the sale. An In store order is intended as a record of the purchase within Retail POS.

To order out-of-stock product(s), we suggest creating a stock order from your supplier(s) to fulfill the purchase. If the product(s) are in stock but the customer wishes to have this delivered or picked up later, you can choose how the order is fulfilled based on stock availability.

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