Finding and Working on an Order

Before You Start

• You need access to Sales in the Console. The account owner sets this for each staff member. See Inviting Your Team and Managing Access.
• Some actions need their own permission. Changing items and moving an order need Edit Order. Cancelling needs Cancel order.
• If a staff member's Sales Channel Scope is limited to some shops, they only see those shops' orders in this list.
• If you used Console 2.0: Daily orders under each store is gone. All orders are now in one list under Sales › Orders, and you filter it by date and sales channel instead.

Overview

Sales › Orders is the one list of every order your business takes, whether it came from the POS, the Console, your Online Store, your Mobile App or an agent. You can search it and filter it to find an order quickly. Opening an order shows everything about it on one page: the items, payments, pickups and deliveries, notes, photos and history. From that page, staff change items, move dates, cancel, reprint documents and see who did what. Every change is saved straight away, so the POS, your drivers and the customer's order page all see the same order.

Where it works

• Console: the Orders list and the order page described in this article.
• POS and the staff app: show the same orders, with the changes made here.
• Online Store and Mobile App: customers see new dates, new items and cancellations on their order page.

Why use it

Customers call, message and walk in asking about their orders all day. With one list and one search box, staff answer while the customer is still on the line, instead of checking each shop's book.

It helps you:

• Find an order by phone number, name or order number, without asking the customer for a receipt.
• Change an order the moment the customer asks, so nothing is forgotten.
• Keep payments, refunds and reports correct automatically when an order changes.
• See who changed what, and when, if a customer disputes something.

Where to find it

1. In the top navigation bar, click the Sales dropdown.
2. Click Orders.

The newest orders show first, 20 at a time. Click Load more at the bottom to see older ones.

Finding an order

Search orders

Click the Search orders... box and type any of these:

• The order number, such as 10234.
• The customer's name, or one word from it, such as Tan.
• The customer's phone number in full, or its last 4 digits.
• The customer's email.
• An item name, such as Duvet.
• The sales channel's short code, such as TM.

The list updates as you type.

Filters

The first 4 filters sit next to the search box. Click one to choose a value. The rest are under More filters. A filter you are using always shows next to the search box, so you can see what the list is showing. Click Clear filters to remove them all.

Order date

Pick a start date and an end date to show only orders taken in that period. Leave it empty to see all orders, newest first.

Collection date

Pick one day to see every order due back to customers that day, collected at your shop or delivered. It's the date your receipt prints for collection (for example after Collection or Ready by). Pick this Saturday to see every order due on Saturday. Pick Status › Confirmed as well to see only the ones not handed over yet. Picking a collection date clears Order date, and picking an order date clears the collection date. If you don't see Collection date next to the search box, click More filters. On the POS, the Collection page lists the orders due each day. See Setting Collection Dates for Store Pickup.

Status

Sales channel

Choose one shop, POS or online store to show only the orders taken there, such as your Tampines shop.

Customer

Type a customer's name or phone number and pick them to see all their orders. If you don't see Customer next to the search box, click More filters.

More filters

There's no filter for business unit. To see one unit's orders, add the Business Unit column (see Adding a column below). The file from Export then has it too, so you can filter it in Excel. See Export the order list. To see one unit's orders for a period, open Reports › Sales and click the unit's row in Sales by Business Unit. See Reading the Sales Report.

Today's orders, the Console 2.0 way

If you miss the old Daily orders page, this gives you the same list:

1. Click Order date.
2. Pick today as both the start date and the end date.
3. Click Sales channel and choose your shop, such as Tampines.

The filters stay in the page address, so you can bookmark this page and open it again tomorrow. Change the date to the day you need.

Reading the list

Each row is one order. Click anywhere on the row to open it. To keep the list open, hold Ctrl (Cmd on a Mac) as you click, and the order opens in a new tab.

Your list shows these columns unless your account owner changed them:

• Order date: the day the order was taken.
• Sales channel: the shop, POS or online store that took it.
• Order No.: the order number printed on the receipt.
• Items: how many items are in the order. Click it to see the work orders, if the order has any.
• Total: the order's total.
• Paid: how much the customer has paid so far.
• Customer and Phone: who the order is for.
• Status: where the order is, such as Confirmed (Ready for Collection). The part in brackets is your own order step. Click the badge to see every step and when it was reached.
• Created by: the staff member, or the customer, who placed the order.

Training orders are hidden from this list. Click Training next to the filters to see only the test orders made in training mode. See Handling Online Orders in the Console.

Adding a column

To add a column to the list for your whole team, for example the date customers collect:

1. Click the ⚙️ Settings icon in the top-right corner, then click EasyBiz Console.
2. Under Pages, click Orders.
3. Under Table columns, click Add Column and pick a field, for example Order Store Pickup Date, Order Business Unit Name or Order Note. Each field can be added once.
4. Click Publish at the top right of the preview, then Publish again in Review your changes. Nothing changes for your team until you publish.

The new column has a short header, such as Store Pickup Date, Business Unit or Note. Only the Order date column sorts the list.

A check list of every order

To see at a glance where each order stands, add Pick-up, Packing, Delivery, Pick-up driver, Delivery driver and Processed by:

For example, to check tomorrow's deliveries go with the right drivers: click Collection date and pick tomorrow, then read the Delivery driver column. To see one driver's runs only, add Driver from More filters.

The file from Export has the same columns as the list, so a column you add here, such as Note, is in the file too. See Export the order list.

Export the order list

Use Export to get the orders in your list as an Excel file, for example to send a hotel client its month of orders or to give your accountant one month's sales. The file holds the orders your filters show, for the dates you pick, with the same columns as your list.

1. Filter the list to the orders you need, for example Sales channel Tampines and Payment status Unpaid.
2. Click Export at the right of the filters.
3. In Export orders, read the grey line at the top. It names the filters that go into the file, for example "This export has the sales channel and payment status filters applied."
4. Under Pick orders by, choose which date the period means.
5. Under Date range, pick the period.
6. Click Export. The button shows Exporting... while the file is made.
7. When Export ready shows, click Download.

Pick orders by

Date range

If you set Order date on the list, the window starts on Custom with those dates. If you didn't, it starts on Today.

Columns

The file has the same columns as your list, in the same order. To add or remove one, change the list's columns. See Adding a column. The Pick-up, Packing and Delivery columns show the same words as the list, such as "Booked Nov 14" or "Packed".

What goes into the file

The file has one Orders sheet, newest orders first. It also stays on the Downloads page as Order Export, so you can download it again later. See Exporting to Excel and Downloads.

Limits

If the range is too long, a red message shows in the window and Export stays off. If more orders match than the limit, the export stops with "Order export is limited to 5000 orders. Narrow the date range or add more filters." For a whole year, click Open sales reports in the window and export the Sales Report instead. See Reading the Sales Report.

Opening an order

Click an order in the list. At the top you see the order number, the total and its payment status, such as Paid or Partially Paid, with the order status on the right.

The page is split into sections. Your account owner can choose which ones show and in what order, so yours may look a little different:

• Line Items: each item, its quantity and its price, with the order total.
• Jobs: the order's pickup, delivery or on-site visit, with its date, time and driver or worker.
• Order events: a timeline of what happened to the order.
• Print: a preview of the receipt and labels, ready to print.
• Payment: what the customer paid, how, and the Amount due.
• Notes: notes for your team about this order.
• Contact: the customer's details.
• History: every change to the order, who made it and when.
• Photos and Completion & Handover: item photos, and what has been handed over to the customer. These show if your order page includes them.

Working on an order

Change items or prices

Use this when a customer adds an item, removes one, or you need to correct a price.

1. In the Line Items section, click Edit.
2. A full-screen window opens with your catalogue on the left and the order's items on the right. Add, remove or change items, quantities or prices as you would on a new order.
3. Click Update Order.

The order total changes straight away. If the order is already paid:

• If the new total is higher, the Payment section shows the extra as Amount due. Click Collect Payment when the customer pays.
• If the new total is lower, the Payment section shows Amount Overpaid. Click Refund overpaid to give the difference back. See Processing Refunds and Returns.

The receipt shows the new items the next time you print or send it. If Line Items shows Locked (edit period expired) instead of Edit, the order is too old to change. Ask your account owner.

Reschedule a pickup or delivery

1. In the Jobs section, find the pickup, delivery or visit.
2. Click the ⋮ menu on that job, then click Reschedule.
3. Choose the new date and time.
4. Click Update Job.

The new date shows on the job, in Logistic › Jobs and for the driver. If you send the Logistic delivery rescheduled or Logistic pickup rescheduled notification, the customer gets it with the new time.

Add a second delivery for the same order

Some orders go back in two trips, for example 5 curtains this week and 3 the next. Each trip is its own delivery on the order. Add the second delivery before you complete the first one: if you complete the only delivery on an order, every item is marked as delivered, including the 3 curtains still to come.

1. Go to Logistic › Jobs and click Add Job.
2. Under Link to Sales Order, choose the order. Set Job Type to Delivery.
3. Fill in Job Address, Schedule Date and Schedule Time.
4. In Job Note, write what goes on this trip, for example "3 curtains".
5. Click Add Job.

The second delivery shows as its own card in Jobs on the order page and in Logistic › Jobs. Complete each trip when it's done: the rest of the order waits for the last delivery. The note only tells your driver what to bring. You can't pick items for each trip.

Already completed the only delivery? Click the ⋮ menu on it, click Rollback, then Confirm. Its items go back to waiting. Add the second delivery as above, then complete the first trip again. If your shop messages customers when a delivery is done, the customer may get that message again. Reschedule moves a trip; it never adds one.

Cancel an order

1. At the bottom of the order page, click Cancel order.
2. Check the current payment status. If the customer has paid, a message says Refund will be processed automatically and lists each payment that will be refunded.
3. Type a Void Reason, such as "Customer changed their mind". You can't cancel without one.
4. Click Void order.

You see "Order has been cancelled". You can also cancel from the list: click the ⋮ menu at the end of the order's row, then click Void order.

When an order is cancelled:

• Its status changes to Cancelled, and you can no longer edit it.
• Its open pickups, deliveries and visits are cancelled. The assigned driver or worker gets a message with your reason.
• Each payment is refunded the way it was paid. A card payment goes back to the card, store credit goes back to the customer's credit, and cash is recorded as a cash refund.
• A coupon the customer used can be used again.

Who can cancel: staff whose role has the Cancel order permission. A role can be limited to orders placed today or in the last few days, and your business unit can stop staff cancelling orders past a certain step. The account owner can always cancel. To keep a fee for a late cancellation or a lockout instead, use Close with fee, explained in Setting Up Cancel and Reschedule.

Move an order to another customer

Use this when an order was saved under the wrong customer, for example a family member's account.

1. At the bottom of the order page, click Move Order.
2. Under Move to customer, search for and select the right customer.
3. Click Move.

You see "Order moved". The order now shows in the new customer's order history. The button doesn't show on a cancelled order.

Recall an order

A recall order is a new order to redo items the customer was not happy with, such as a shirt with a stain still on it. It is linked to the original order.

1. In the Completion & Handover section, click Recall.
2. Select the items to redo.
3. Choose a Recall Reason. You can add a note and photos for each item.
4. Click Create Recall Order.

You see "Recall order created". The new order shows a Recall of 10234 badge at the top, linking back to the original. Recall only works on a Confirmed or Fulfilled order, and shows only if your order page includes the Completion & Handover section.

Reprint the receipt, labels or other documents

1. In the Print section, click the tab of the document you need, such as the receipt or item labels.
2. Check the preview. Click Show full receipt to see all of it.
3. Click the print button.

Your account owner can also add buttons to the top of the order page, such as Receipt, a labels button or Invoice PDF. Click one to print or open that document in one step.

How it works with other features

• Customer notifications: changing an order can send the customer a message, but only for the events you have set up, such as Sales order cancelled, Logistic job cancelled or Logistic delivery rescheduled. See Setting Up Customer Notifications.
• Receivables: an unpaid or part-paid order stays in Receivables until it is paid. Adding items raises what is owed, and cancelling the order removes it. See Tracking Unpaid Bills in Receivables.
• Reports: sales reports update by themselves when you edit or cancel an order. A cancelled order no longer counts as a sale.
• Downloads: every file you export from this list stays on the Downloads page as Order Export. See Exporting to Excel and Downloads.
• Stock: cancelling an order puts back the stock of retail products that left with it.

Example: CleanFast Laundry

Mdm Tan calls the Tampines shop on Friday. She dropped off her laundry yesterday, wants to add a duvet, and won't be home for Friday's delivery next week.

1. The counter staff type 4567, the last 4 digits of her phone, in Search orders.... Her order 10234 from Thursday shows first.
2. They open it and click Edit in Line Items, add Duvet (Queen) and click Update Order.
3. In Jobs, they click the ⋮ menu on the delivery, click Reschedule, move it from Friday 6 November to Saturday 7 November and click Update Job.

Prices include GST. The order now adds up like this:

Mdm Tan sees the duvet and the Saturday delivery on her order page. Your driver sees the job on Saturday, and the $25.00 is collected at delivery.

FAQs

Where did Daily orders go?

It's now the Orders list filtered by date. Set Order date to today and Sales channel to your shop, then bookmark the page.

How do I search for an invoice number?

The number on a receipt or on an order's invoice is its order number, unless your invoice template was changed. Type that number as it's printed, for example 10234, in Search orders... or in the Search box at the top of the Console. A monthly invoice for a business client has its own number: open Sales › Invoicing, pick the month, and find it in that client's Invoices column. An invoice you made for one customer in Console 3.0 is on their contact page, under Invoice History. Invoices made in Console 2.0 aren't listed in Console 3.0. Find them in Console 2.0: open the customer, click Invoicing, then Invoice history.

Why can't some staff see all orders?

Their Sales Channel Scope is limited to some shops, so they only see those shops' orders. The account owner can change it under their access. Training orders are also hidden until you click Training.

Can I undo a cancellation?

No. A cancelled order stays cancelled, and any refund has already been made. Create a new order for the customer instead.

Does editing a paid order change the receipt?

Yes. The receipt always shows the order as it is now, so the next one you print or send has the new items and the new amount due. A receipt you printed earlier doesn't change.

Why are Cancel order or Move Order missing?

The order is already cancelled, or your role doesn't have the Cancel order or Edit Order permission. Ask your account owner.

Why does Cancel order say I can't cancel this order?

Your role may only cancel orders placed today or in the last few days, or your business unit stops staff cancelling orders past a certain step. The message tells you which. The account owner can still cancel it.

Does rescheduling here follow my Cancel & reschedule settings?

Only the cancel limit does. The reschedule setting is for customers changing their own booking online. Staff can move a job at any time.

What's Next

You can now find any order and handle the everyday changes customers ask for. Next, learn how to take the money still owed when the customer collects their items or your driver delivers them, in Collecting the Balance at Pickup or Delivery.