Follow up on web orders

Web Orders is where orders from your website wait until your team has checked them. Use the follow-up statuses to keep track of your calls, check the customer's delivery record before you confirm, note any advance the customer paid, and confirm many orders at once.

The follow-up statuses#

Go to Operations → Web Orders. Each status has its own tab, plus All. The list opens on Processing.

• These statuses don't change stock. Stock changes only when you confirm the order.
• Moving a web order to Cancel gives back any coupon use. A customer who ordered on your website also gets a cancellation email, if they gave an email address and that email type is turned on. No email is sent for an Incomplete checkout or when you discard an order.
• A web order in Cancel can be moved back to another status. A discarded one can't.

Steps: follow up on one web order#

5 steps · ~4 min

1. 1

   Step 1

   Open the web order from the list. If someone else has it open, you see who is editing it, and you can't change it until they leave.
2. 2

   Step 2

   Look at the checks on the page (see below) and call the customer.
3. 3

   Step 3

   Write what the customer said under Add a note and click Save note only. The latest note shows in the Note column of the list, so the whole team can see it.
4. 4

   Step 4

   In the Workflow card, pick the new status under Move status and click Move. The change is logged in the activity list.
5. 5

   Step 5

   When the customer agrees, click Confirm the Order. If you don't want the order, click Discard.

   

Checks shown on a web order#

• Courier network check: how this phone number has done across couriers. It shows Delivered, Cancelled and Total orders, any Fraud reports, the result Per courier, and a Low risk, Medium risk or High risk chip. The risk chip is a signal from delivery history, not a fraud verdict. If the card says Not checked yet, click Check now. To run it again later, click the refresh button on the card.
• Delivery history: this customer's parcels from your own store, with their success rate.
• Possible duplicate and Order History: if other web orders came from the same phone number, you see a Possible duplicate chip on the web order (the list shows Duplicate). Click Order History in the page header to see them all.
• Stock: each item shows Stock: N when you have enough, or Only N left or Out of Stock when the order asks for more than you have. A product that doesn't track stock shows In stock or Out of stock.
• Security: the customer's phone number and IP address. With Manage blocklist, you can click Block next to either to stop them ordering on your website.
• If a web order was created less than 5 minutes ago, StoreLine warns Customer may still be ordering when you open it. Wait a moment before acting on it.

Steps: record an advance#

3 steps · ~2 min

1. 1

   Step 1

   Open the web order.
2. 2

   Step 2

   Type the amount the customer paid in Advance paid, under the order items. The summary shows the Advance paid line.
3. 3

   Step 3

   Click Confirm the Order. Your changes to a web order, including the advance, are saved when you confirm it.

   

For a cash-on-delivery order, the courier collects the total minus the advance. The confirmed order keeps the advance.

Steps: confirm many web orders at once#

4 steps · ~3 min

1. 1

   Step 1

   On Operations → Web Orders, tick the web orders.
2. 2

   Step 2

   Click Confirm Orders. This button isn't shown on the Cancel tab.
3. 3

   Step 3

   Read the warnings in the dialog. Possible duplicates are skipped unless you tick Also confirm possible duplicates.
4. 4

   Step 4

   Click Confirm (the button shows how many web orders, for example Confirm 12 web orders). Keep the page open while it works.

   

Each web order becomes an order, exactly as if you clicked Confirm the Order on it. It keeps the web order's number. Afterwards you see how many were confirmed and skipped, with the reason for each skipped one, for example Being edited, Still checking out, Possible duplicate or Not enough stock.

Web orders that are already confirmed, in Cancel, or being edited by someone else are skipped. Incomplete ones created in the last 5 minutes are skipped too. Orders with a payment that isn't verified yet are still confirmed, but can't be shipped until you verify or reject the payment.

The same toolbar has Change Workflow to move the ticked web orders to one status, and Change Delivery Method to set their delivery method.

Tips#

FAQ#

Related articles#

• Process an order
• Customers, dues and the blocklist
• Set up payment methods
• Connect a courier