Orders: Overview and Management

Orders: Overview and Management


In the Freshop Admin select Orders.
This will bring you to a page that lists all of your orders.

If you have multiple stores, you can narrow searches for particular orders you want to show by: Stores, Status, Fulfillment Type, Date Range, or you can search by a customer’s order number, name or email address (Search field).

A table with values for fulfillment orders.

For each order, you will see fields for I D#, Store Number, Order Status, Fulfillment Type, Payment Type, Order Due, Contact and Order Summary. You can arrange how the info is displayed by clicking any of the following: Store Number, Order Status and Order Due. There is also a drop-down on the far right, once selected it will give you the following list:

A list of options available when the drop down menu at the far right is selected.
  • Process Order: Allows personal shopper to start picking the order
  • Print Pick List: Allows personal shopper to print a paper pick list to pull products from
  • Print Receipt: Allows personal shopper to print a receipt to put with the customer’s order
  • Print Bag Tags: Allows personal shopper to print the number of bag tags (dry, mid-temp, and frozen) that go on each bag of the order. This helps to insure no bag is left behind if they are stored in different locations in the store. Enter the quantity of each tag to be printed in the specified fields and then select print. Refer to the Printing Bag Tags Guide for printer specifications and settings. If changes to tag titles or additional tag titles are needed, please contact help@freshop.com.
  • Mark Order as Live: Test orders can be marked as Live orders for processing to occur
  • Change Pickup/Delivery: Allows personal shopper to update the fulfillment type
  • Edit Summary Line Items: Allows personal shopper to edit the summary line items
  • Edit Payment: Allows personal shopper to edit the payment

To start processing an order you can either select  Process Order from the above drop-down, or click on the green ID number of the order you want to work on. This will open that particular order and provide all of the customer and product information you need to start picking that order.

You will see how many orders the customer has placed, the checkout summary (item total – anything in red is a deduction. To adjust the tax and service fees manually select the  “Change” link – this is helpful for additional bottle deposits or service fee adjustments), Order Status, and an option to cancel the order. The items on the order are listed and detailed on the lower half of the page which we’ll get to once we start picking the order.
Below you will see 2 items in the order. Each item will have the product image, department, name, size, UPC, price, quantity and whether it’s in the cart (has been picked) or not.

The order dashboard, showing order details.

Pick the Order

To get started you select the status  In Progress which generates the 1st email to the customer notifying them that the order is in process.  At this point they will no longer to make edits or add items to this order.

The items on the order are listed and detailed on the lower half of the page. Each item will have the product image, department, name, substitution, ability to add notes, size, UPC, price, quantity and whether it’s in the cart (has been picked) or not.

As you are picking the order, take note of the  Substitution instructions as directed by the customer. Their shopping list will dictate whether they will accept a substitution or not. It is recommended you add a note if a substitution is made explaining the reason for the change.

If a substitution is necessary, click on the link and a search box will enable you to search for products via name or UPC. Select the product to swap out, then “Save”. Once the list is refreshed, it will put a line through the old item and add the new item, notifying you that the substitution was made. The estimated total will update as you pick items and substitute products.

If the item is not available, just click on the product title and you’ll be given a few options such as  Open, Fulfilled (which will put it in the cart) or  Not Available. A line will be added that reads the item is not available and a line will be drawn through the circle at the end.

Additionally, if you don’t have the requested amount of an item a pop-up will appear making sure you don’t have the specific quantity, and then you should add a note as to why you couldn’t provide all that was requested.
The order dashboard reflecting that an item has been picked, indicated by a green circle with a white check mark.

Once you have picked everything, the item check circles should all be green or somehow have been checked off at the far right of your list. The circle on the top black menu bar should also be green (this circle at the top can also be selected to check all items in the cart at once) and you can now change the order status.

Adding Items to Orders

Up until you start picking the order, the customer can make changes to his/her order and those changes will be reflected here. When you are ready to start picking the order, you will change the status of the order by selecting the  In Progress green button above the order entries. At this point, the customer will be notified via email that you are actively working on the order and they will no longer have the option to make changes or cancel the order. However, if they contact you, as an Admin, you can make changes or cancel the order via the  Order Status section of the Admin. If a customer contacts you and wants to add an item,  click the green “+” at the top of the black bar, search for the product by name or UPC and enter the quantity.

All additional add-on items should be added to the list. For example, if a customer called to make changes the personal shopper should not just add items to the “Notes” section, but rather use the green “+” to add the items to the original order. This will provide a more accurate estimated total and the True-Up Payment Process will go more smoothly. Please note – if the order total then goes over the Provisional Hold amount a new authorization may be required if a credit card was used.

If the store is using a desktop then this can be done when the order is marked as In Progress. As mentioned, a green “+” appears in the black bar at the top of the order list.

The order dashboard with a Search pop up for finding products in the order.

If clicked, a search modal returns and the personal shopper can add the item and it gets checked off. The status says it is “ Added and fulfilled by a personal shopper” and the customer is alerted of this with the next confirmation email.

If the store is using the admin app then the item can be scanned and added to the list. Once the personal shopper updates the status from In Progress to the next one,  the + disappears as items can no longer be added to the list.

Over on the right, there’s the Payment Summary and Pick Up Instructions — if the customer has specific instructions for you, ie. “Double bag my heavy items”. There is also an option for  Store Notes, in case you want to send the customer particular information on his/her order. The description alerts you that this is not for internal notes, but rather is information that is shared with the customer. Once you add the note to the Orders Admin section it will then show in all transactional order emails that go out to the customer as the personal shopper updates the status in the Orders Admin. 

Note added in Orders Admin will look something like below: 

Note will then show in all transactional emails going forward and will look something like below:

It will also show in the printed receipt and look something like below: 

True-Up Payment Process

Items have been picked and you are ready to finalize the order total. Change the Status from  In Progress, to  Items Picked and Ready for POS. You’ll run the order through your POS – please be sure to create a UPC for your online orders adding in the service fee and/or promotions at the register. When you True-Up the Payment in the next step, those additions or deductions should be taken into account at the register- as the final amount you enter into the Freshop Admin will be the amount charged to the customer.

Once you have finalized the sale at the register and have a receipt # or POS Reference, you are ready to True-Up Payment and finalize the transaction. Select  True-Up Payment from the Status bar. Here, you will enter in the final total of your order from the POS. The POS Reference is the receipt number. You will be asked twice for the finalized total, just to confirm you entered it correctly. If this was a credit card order, once you submit True-Up Payment, at this point the credit card is charged.

There will be an alert you if you are 20% above or below what the originally estimated total was. If the total amount is above 20%, the original transaction that the provisional hold was placed on will be canceled. The customer will be notified via email to resubmit payment. See “Failed Payment” instructions in the next section.

A warning pop up regarding True-Up Payment.

Once the order has been Trued-Up, you then will need to update the Status to  Ready for Pick Up. This will notify the customer via email that his/her order is ready as well as provide the total charged order amount..

The order status and any customer notes.

Once the order status is set to Ready for Pick Up,  True-Up cannot be changed. Prior to setting order status to Ready for Pick Up, however, True-Up can be changed by using the Payment Summary area within the order.

If you need to make a change to the order before the customer is alerted that their order is ready to be picked up, click the green “Change” link under Order Total – click “Cancel Transaction”, verify that you want to cancel, this will take you back to the order details. Clicking “Change” under the Billed total, this will give you the “Change POS Final Amount” drop-down. Then, re-enter the information and submit.

Failed Payment

If paying by credit card, the provisional hold is set to allow small increases over the estimated total, generally set to $5 or 10% whichever is higher. If the finalized total is higher, the hold will not cover a larger increase, and the transaction will fail.

The personal shopper is notified that the True-Up POS Final Amount has exceeded the estimated total.

A warning pop up regarding True-Up Payment.

If the personal shopper still proceeds to process the payment, an email is sent to the customer alerting them that there was a Failed Payment. The customer will then need to go to the order from the email they received and submit a new payment (they can also do this by going to My Account on the website and going to the order detail page).

Alert message telling the user to input another payment method.

The customer’s order list page will show the order with a Submit Payment button and the Order Detail page will show an error message under Payment Method.

For the Store, the Order Admin page will not have green status buttons (so the personal shopper can’t change the status to “Ready for Delivery” and have it delivered by mistake without having had the card charged) and the new status is going to say in red “new payment needed’.  Once the customer submits a new payment the store will get a new store notification email and the order should be ready to complete the True-Up process.

The order status and customer notes.

Close the Order

Once the order has been picked up or delivered, you will need to change the Status to  Picked Up or  Delivered and then to  Closed, to accurately account for orders placed and closed in your system. At any point, you can click on the Orders option in the left menu in the Admin to get a running list of orders placed and closed.

The Order admin will refresh every 2 minutes to display new orders.

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