How do I confirm a new website order?

A new order from your shop arrives as Pending. To confirm it, open the Pending list, call the customer to check the order, fix anything that changed, then change the status to Processing.

Where to find it

Admin › Online store › Website orders › Pending. The store owner sees it. Staff can open it when they have the Website orders tick in Users & logins.

Step by step

1. Go to Admin › Online store › Website orders › Pending. The newest orders are at the top.
2. Look at the Customers column. Next to the name you see New, Repeat or VIP: this phone number has 1, 2, or 3 or more orders in your shop.
3. Look at the badge next to the phone number. It shows the customer's delivery record (the share of parcels delivered), or New when there is no record yet. Click it for the details, for example "Confirm by phone first" or "Take advance payment".
4. Click the small i icon next to it to see this number's past orders by status, in percent.
5. Call the customer. Check the product, size, colour, quantity, address and total.
6. If something changed, click the edit icon, fix the order and press Update.
7. Click the pending badge in the Status column, choose Processing and press Update.

Good to know

• A pending invoice cannot be printed. Confirm the order first, then print it.
• Shortcut: if you choose a courier on the edit screen of a pending order and press Update, the order moves to Processing by itself.
• No SMS on status change. The customer gets the order SMS when they place the order (if SMS is connected), not when you confirm it.
• Facebook Purchase: if you use Facebook Pixel & CAPI and chose "When the order is confirmed (Processing)" for cash on delivery orders, confirming the order sends the Purchase event. It is sent only once per order.
• The delivery record badge shows only when the customer fraud check is on (Admin › Administration › Security › Customer fraud check).

Common problems

• The customer does not answer. Leave the order in Pending and call again later, or move it to On Hold.
• The customer cancels. Change the status to Cancelled. The stock goes back.
• The order looks fake. Change the status to Fake. It then shows under Security › Fake orders, and the stock goes back.

Related

• What do the website order statuses mean?
• How do I change an order's status?
• How do I edit an order?
• What is the customer fraud check?