Process Ecommerce Sales in Sales Hub

Sales

• When using Sales Hub, new online sales (orders) are found Sales > Sales, with a status of "New".
  • The default Sales list view displays sales with a status of "New" and/or "Pending" and sorts them by the date & time they are received with the newest on top.
• Online sales are designated in the Sales List with the type "Online sale". 
• At a glance, Sales Hub will provide the following information:
  • Sale (sale number)
  • Date (sale date)
  • Customer
  • Type (online or in-store)
  • Payment status (paid, partially paid, unpaid, pending refund, partial refund, refunded, or canceled)
  • Fulfillment status (fulfilled, unfulfilled, or partial)
  • Status (Sale status)
    • Status is for internal use so other co-workers know, at a glance, where the sale is in the processing work flow.

• • Export (export status - blue "Export" link, the date the sale was exported, or "Unavailable" if the sale isn't exportable)
  • Total (sale total)
• Sales can be sorted by Date, Customer, Export or Total
• Sales can be filtered by a combination of: "Contains special order", "Date range", "Discount method", "Export status", "Fulfillment status", "Sale status", "Payment method", "Shipping method", "Sale type".
• If you check your online sales by navigating to Sales > Sales (Classic), then you are using Sales (Classic).
  • Click here for more information on processing an order in Sales (Classic).

Process an Ecommerce Sale

• To begin processing an ecommerce sale, click anywhere in the line of the sale you wish to process.

Review for Fraud

• Carefully review the sale and payment for signs of fraud to determine if you'd like to proceed with fulfilling the order.
• Click the yellow "Fraud trends" button in the upper right corner to view current fraud trends.
• For more information about spotting fraud click here to read our article on Limiting Fraud.

Review Payment

• The payment status of the sale is indicated in Sales Hub and also at the top of each sale, by either a "Paid" or "Unpaid" pill.
• If the payment status is "Paid", verify you see the payment in the sale timeline at the bottom of the sale.
  • The payment will be indicated by the light green $ icon.
    
• If the payment status is "Unpaid", check whether the payment needs to be captured OR payment needs to be taken.
  • Payment will need to be taken when the sale was submitted using a custom payment method.
  • When a custom payment method is used during checkout it will appear in the sale timeline and be indicated by a small gray circle.

Manual Payment Capture

• If manual capture is enabled, click "Take payment" on the right side of the screen and then click "Capture authorization" in the payment drawer. 

• Confirm the payment capture by clicking "Capture".

• If desired, change the status from "New" to "Pending", or the appropriate status for your shop.

Take Custom Payment (If needed)

• If the sale was placed on your website using a website custom payment method, then you will need to take payment when the customer comes to pick up their order, or over the phone. 

  • Ensure the in-store custom payment you would like to use is enabled in custom payment types.
• Click "Take payment" and then select the custom payment you would like to use, and then click "Take payment" again.  

Void Authorization

• When manual payment capture is enabled you'll also have the ability to void the authorization before payment is captured.

  • Being able to void the authorization helps reduce credit card fees (from returns) and is another tool to fight fraud.
• To void an authorization, click the "Void authorization" icon located next to the authorization amount, and then confirm the action by clicking the "Void" button.

Print Pick Ticket (optional)

• If desired, a pick ticket can be printed by clicking "More Actions" in the upper right corner of the sale details and choosing "Print sale details".

• This pick ticket should follow the order from beginning to end. 

Fulfill Products

In-store fulfillment

• If the ordered items are in stock in your store, take the pick ticket (optional) and retrieve the items.
  • Always be prompt about getting items! If you only have one left and you sell it to an in-store customer, your online customer is going to be disappointed.

• Mark the products as Fulfilled within the sale details by clicking the "Fulfill products" button.

• For in-store pickup orders, select "Ready for pickup" in the drop-down menu, select the pickup date, and then click "Fulfill products".

• • The item will now display as Fulfilled within the sale details with a "1 ready for pickup" designation.

• • Change the sale status to "Completed", or the appropriate custom sale status for your shop.
• If the items in the sale need to be ordered from a supplier, make sure to order the items or add them to the next order you submit to the corresponding supplier.
  • Select "Requested from supplier" as the Fulfillment type for those items. 
• For shipped orders, prepare the items and pack them in a box or mailer.  
  • Select "Ship from retail store" as the Fulfillment option in the drop-down menu.

• • Enter the tracking number and carrier if you purchase the label outside of our system, and then click "Fulfill products".
  • Retailers on the Professional website package can choose to purchase the shipping label within the order for a seamless experience. 
    • Check the "Purchase shipping label for retail store fulfilled products" box and click "Fulfill products.

• • • A Shippo modal will then open up so you can configure and purchase the desired label.
    • Click here for more information on our Shippo integration and how to set up integrated shipping labels.

• • The item will now display the designation " 1 fulfilled with tracking number XXXX" in the sale details.

Supplier Fulfillment

• To request Supplier fulfillment for items in a sale, begin by clicking "Fulfill products" in the sale details.

• Items eligible for Supplier fulfillment will display the stocking supplier as a selection in the fulfillment drop-down.

• Select the desired supplier for each eligible item, and then click "Fulfill products".

• The fulfillment status of each item in the sale details will then change to "Pending fulfillment by XXX supplier".
  
   
  • The fulfillment status will update to include the tracking number once the supplier has shipped the item.

Complete the Sale

• Once the items have been picked up, or delivered to your customer, change the sale status to "Completed" (or the designated completed status of your choice).

• • Changing the sale status to "completed" will remove it from the default sales list view.
  • To view completed sales, adjust the sales list filter to include completed sales.