When an order is created online (synced through to Retail POS from your e-Commerce platform) or in store, an unfulfilled order/sale and fulfillment list is created in Retail POS.

This fulfillment list outlines items that need to be picked to fulfill an order, and designates the order for pick up or delivery.

When the order item(s) have been picked, packed and put aside for collection or shipped to the customer, you're able to update the order status and mark the order as Packed or Shipped (fulfilled).

Retail POS allows you to record and manage this process using the Fulfillments (Inventory > Fulfillments) and Sales History (Sell > Sales history) pages.

Once an order has been completed and with the customer, this is considered Fulfilled.

Non-payment of a sale by a customer will prevent the sale from being marked as Fulfilled.

Types of Fulfillment

There are currently two types of fulfillment in Retail POS. These are those created by Online Orders and In Store orders.

Online orders

If your Retail POS store is connected to eCom (E-Series), BigCommerce, Shopify or WooCommerce, you will be able to quickly see, manage and fulfill online orders using the Fulfillments page.

This includes orders for delivery and pickup orders.

For more on how to fulfill Online Orders in Retail POS, refer to our Online order fulfillment guide.

In-store orders

Unfulfilled sales for delivery or pickup

The customer 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 unfulfilled sale for delivery or pickup with Retail POS. These are recorded and managed using the Fulfillments page.

For more on unfulfilled sales for delivery or pickup, refer to our Processing a sale for delivery or pickup in Retail POS (X-Series) guide. 

Unfulfilled sales for special order

The product(s) your customers want to purchase aren't always in-stock, but still, wish to make the purchase regardless.

Instead of turning the customer away, you can offer an unfulfilled sale for special order. These are recorded and managed using the Sales history page and can be offered for delivery or pickup.

For more on unfulfilled sales for special order, refer to our Special order fulfillment in Retail POS (X-Series) guide. 

Fulfillment status

Wondering what the Fulfillment type and Status is? Here's what they mean:

Fulfillments

• Delivery/Pickup: the order types to indicate whether an order needs to be packed a specific way. I.e in a shipping package, or bag for collection.
• New: these are new orders that have synced to X-Series and need to be picked
• In progress: these are orders assigned to a person using the Lightspeed Scanner (X-Series) app and are currently in the process of being picked. The In Progress status is view-only in the Retail POS web app and cannot be assigned outside of the Lightspeed Scanner (X-Series) app.
• Packed: these orders have been picked and packed already, either awaiting shipping or customer pickup.

Sales History

• Delivery/Pickup: the order types to indicate whether an order needs to be packed a specific way. I.e in a shipping package, or bag for collection.
• Unfulfilled: an unpicked order, or an order that has yet to reach the customer
• Fulfilled: the order has been shipped to customer or picked up

Tips

• Completed (fulfilled) Online Orders will disappear from the Fulfillments page, but are still visible in Sales History
• If a user has permissions for more than one outlet, when picking and packing, filtering by outlet on the Fulfillments page will prevent fulfilling orders for a different outlet
• Users cannot check off individual items in an order as packed (unless using the Lightspeed Scanner (X-Series) app). The entire order needs to be packed to mark as packed.
• Updating the fulfillment status in Retail POS to Packed will not sync or update your e-Commerce platform. Customer notifications tied to this Packed status will therefore not be triggered
• Fulfillment notes and assigned users can only be added using the Lightspeed Scanner (X-Series) app. These are view-only in the web app