What this helps you do

Find the right order and safely choose the next action without charging, refunding, or cancelling the wrong sale.

Before you start

Choose the correct POS store and staff member. Most order actions need internet. Cash collection also needs an open register session.

Steps

  1. Open Orders in POS.
  2. Use Location to choose This store or All stores.
  3. Use Channel to choose POS, Online, or All.
  4. Search with an order number or customer name when needed.
  5. Select an order and check its customer, date, total, payment status, and fulfilment progress.
  6. Open the full order to review items, GST, payments, notes, addresses, fulfilments, return or exchange history, and documents.
  7. Select Order actions only after confirming that this is the correct order.
  8. Complete the chosen action and wait for the refreshed order status.

Understand the order filters

  • This store: orders connected to the POS location you are using now.
  • All stores: orders from every location your POS access allows you to see.
  • POS: sales created in the POS app.
  • Online: sales created through the online store.
  • All: both POS and online sales.

Search accepts an order number or customer name. Enter at least two characters for a wider server search. Pull down on the list to refresh it. Older orders load as you reach the bottom.

Understand the order details

  • Payment status: whether money is still due, fully collected, partly refunded, or refunded.
  • Fulfilment progress: whether the goods still need work, are partly completed, or are completed.
  • Shipment status: the latest delivery movement, such as ready, in transit, or delivered.
  • Payment Breakdown: each payment method, collected amount, refund, tip, cash received, change given, and any amount still due.
  • Fulfilment group: the items handled together, where they come from, how they reach the customer, and their timeline.
  • AWB: the courier tracking number for a shipment.
  • Adjustment history: earlier returns and exchanges that changed this order.
  • Security deposit: money held separately for an eligible rental or booking order. It is not ordinary product payment.
  • Customer note: information supplied for the order. Staff note is internal information for your team.

Collect money still due

Select Order actions and Collect payment. Enter only the amount being collected now; the rest can stay due for later.

  • Cash: needs an open register session and records the money in that session.
  • Online: opens Razorpay and needs internet.
  • Terminal: records money already collected on a separate card terminal.
  • Gift Card: needs the customer's gift-card code.

The action appears only when the order has a positive amount due and is safe to collect. It is hidden for an order that is cancelled, fully refunded, already fully paid, or otherwise ineligible.

Open and send documents

Open Order documents to see issued sale documents. Depending on the document and customer details, you can open or print it, download it, email it, or send it on WhatsApp.

WhatsApp sending needs an eligible document, a customer phone number, enough store credit, internet, and the customer's clear consent. Confirming the send records that consent. A failed send does not change the order itself.

Return, exchange, or void

  • Return: give money back for selected eligible items and optionally put those items back into stock.
  • Exchange: take back selected eligible items and give the customer replacement items.
  • Void order: cancel an early unpaid or only-authorised order. It appears only before a settled payment, blocked fulfilment, or advanced shipment makes voiding unsafe. Voiding cannot be undone.

Return and Exchange appear only for eligible paid orders with items still available to return. If an action is missing, the order has reached a state where POS must protect its payment, fulfilment, or inventory history.

What happens next

The order reloads with its newest payment, fulfilment, document, return, exchange, or cancellation record. Past activity remains visible so your team can understand what happened.

Common problems

  • An order is missing: Check Location and Channel, then search by the full order number.
  • Collect payment is missing: The order may have no money due or may no longer allow another payment.
  • Cash cannot be collected: Start a register session at this location.
  • Return or Exchange is missing: The order may not be paid, delivered when delivery is required, or may have no returnable quantity left.
  • Void order is missing: A payment was settled, fulfilment advanced, or shipment progressed too far for a safe void.
  • A document cannot be sent: Check internet, customer contact details, consent, document eligibility, and store credit.