If your Retail POS store is connected to eCom (E-Series), or uses an online integration like BigCommerce, WooCommerce, or Shopify, you can view, manage, and fulfill online orders directly in Retail POS.

Understanding online order fulfillment

Order fulfillment refers to products that a customer has ordered or requested that they have not yet received. This includes online orders for pickup or delivery and unfulfilled sales placed in store.

When an online order is placed on your eCommerce platform, it syncs to Retail POS and the purchased products are deducted from your inventory. Some online orders will need to be fulfilled by more than one outlet due to stock levels. These orders will display as separate fulfillments on the Fulfillments page, filtered by outlet.

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.

Expanding the sale will provide further details:

• 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.

Fulfilling online orders for pickup or delivery

If you use the Scanner app, you can pick orders using your mobile device.

When an online order is placed through your online store and synced to Retail POS, it will appear on the Fulfillments page with the order type Delivery for orders to be delivered, or Pickup for orders customers will pick up in store.

The status of the order will detail whether the fulfillment is New or Packed. Expanding the sale will display what and how many products need to be picked. Delivery or pickup details are outlined in the sale note.

To fulfill an online order:

1. Print the order packing slip and shipping label (if required) through your usual workflow.
2. Locate and pack products as required.
3. Once the order is ready, navigate to Inventory > Fulfillments.
4. Locate the order and click to expand.
5. Click Mark as packed.

   

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

   An online order can’t 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 will still have the Unfulfilled status until all outlets mark the order as packed.

6. Prepare the order for delivery or pickup:
   • For delivery orders, prepare the order for delivery as required then click Mark as Shipped. Contact the customer to notify that the order has been shipped and include tracking or delivery details as required.

     Once you click Marked as shipped, the order status will be updated to Delivery, Completed in Retail POS, Fulfilled in Shopify, and Completed in eCom (E-Series), BigCommerce, or WooCommerce.

   • For pickup orders, contact the customer to notify that the order is ready for collection. Once the customer has collected the order, click Mark as picked up on the order.

     

     All orders must be paid in full before they can be marked as Delivered or Picked up.

If the order has not been paid, you will not be able to mark it as shipped or picked up. In these cases, you will be prompted to view the sale in the Sales history.

In Sales history, click Continue sale to return to the Sell screen to complete the payment. After this is complete you can navigate back to Fulfillments to mark the sale as shipped or picked up.

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.

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