Fulfilling an eCom order

When a customer places an order through your Lightspeed eCom store, it automatically downloads as a web order to OnSite. If you have a tracker installed in your web browser, the counter will turn red to indicate newly downloaded orders. 

NOTE: The tracker typically refreshes when the web browser screen redraws as you navigate through OnSite, but it may not illuminate if OnSite is sitting idle.

Orders downloaded from your eCom store are nearly identical to orders placed manually through Lightspeed OnSite. The primary difference is the downloaded order will contain an additional item for shipping, and the payment will be on file as a credit to be used later when invoicing.

Customer information is also downloaded with the order. If a Customer Card already exists with a matching email address, OnSite merges the new customer information with this card. If a card does not exist, OnSite creates a new one. Note that if you have an existing Customer Card with no email address specified, OnSite is unable to match cards and creates a new one. If this happens, you can merge the two Customer Cards to eliminate the duplicate. However, it’s important that you merge the existing record into the new eCom-created record, instead of the reverse. if you merge the eCom-created record into the existing record and the eCom record disappears, OnSite will be unable to associate further orders with that customer.

When an eCom order downloads, OnSite assigns an initial status of Received to the order. To fulfill the order and change the status to Invoiced, you need to convert the order into an invoice in OnSite and then apply the credit (payment) received.

This article explains this process and includes these topics:

Best practices and notes

  • In normal workflows, you convert an order to an invoice when you are ready to ship the product(s). For an eCom order, we recommend that you create the shipment with your shipper and get the tracking number before you convert the order to an invoice. You can copy and paste the shipping address from the order into your shipping software. You can also then copy and paste the tracking number in the Notes tab of the order before converting it to an invoice. Information in the Notes tab is automatically synced with eCom, so both OnSite and eCom will have the same tracking information available.
  • If an order is canceled in OnSite, the corresponding eCom order is marked as Canceled. Any other order status changes in OnSite will not affect the status of the order in eCom.
  • Invoices created in OnSite are not uploaded to eCom.

To convert an eCom order to an invoice 

  1. Open the Order view in StoreMaster and select an eCom order to convert to an invoice. eCom orders have the following characteristics:
    • They are assigned to a special user account called Web Order (so you can search for them using Smart Finds).
    • They have an initial status of Received.
    • There's a lock icon on the product(s) to indicate that the product(s) cannot be edited or removed from the order to maintain synchronicity with eCom. You can, however, add other products to the order if necessary (for example, store pickup, etc.). 
    • They display an amount in the Deposit column, which matches the Total. A deposit means that the customer paid for the order in eCom and the order can be invoiced immediately
. OnSite automatically highlights the deposit in green if this is the case.
      • If an order has no deposit, the Deposit column is grayed-out. You can verify whether the customer has paid for the order by logging into your payment processor and checking for any associated payments. You can also open the order in eCom using the order ID listed in the Printed Notes section of the order and follow up with the customer to request payment.

      • If your version of OnSite does not have a Deposit column, you can open the order and click the Deposit tab to view any available deposits on the order. Unpaid orders will have no deposits listed. You can find details about the order (like the eCom order ID) on the Notes tab.
  2. Click the Invoice button when you’re ready to invoice the order.


    NOTE: Check if the billing and shipping addresses match. You can do this by toggling Bill and Ship on the Customer section of the Order card. Orders will not change existing Customer Cards, so if a customer specifies a different billing or shipping address, the Customer Card will not reflect the new address automatically.

  3. OnSite prompts you to split the invoice; click Yes. If you do not want to confirm this each time, you can configure OnSite to auto-split invoices by going to Tools > Setup > Basics > Company.
  4. Set the Primary Salesperson as Web Order. You can use this later for Smart Finds and reporting.

  5. Set Assisted By to your active OnSite account.
  6. Click OK to proceed. OnSite generates the invoice.
  7. Save the invoice to link it to the order and proceed to the Payments tab.
  8. The status of the invoice changes to Owing. Click the Apply Credit button (highlighted in green) on the Payments tab.

  9. A popup displays. Select the order ID and credit amount that matches the invoice, and then click OK.
  10. The status of the invoice changes to Paid. You can now close the order and invoice; when you do, the order status automatically changes to Invoiced. In eCom, the order status automatically updates to Completed
.

    Once you invoice an order, OnSite automatically removes the deposit from the order's Deposit column, along with its green highlighting, in the Orders list. When an order appears as Invoiced with no deposit, this simply means that the order has already been processed.

  11. You can now ship the order to the customer. If you have a tracking number, you can add it to the order in eCom:
    1. In the left menu of the eCom Back Office, click Orders.
    2. Click the order you invoiced in OnSite.
    3. Click the shipment ID (under Shipping method) and paste or enter the tracking number in the Tracking Number field.
    4. You can also email the tracking number to the customer by clicking the Notify customer button.

To apply additional payment details

If your customer paid for their order online using Axia, Merchantware, Authorize.net, WorldPay, PayPal, Moneris, Beanstream or eWAY, their Customer Card will show a credit. Since fulfilling an eCom order involves the conversion of the order to an invoice, you need to apply any credit card payments the customer  processed online as a credit to the invoice.

For example, Chin Lee places an online order for a woman’s shirt worth $100 through your eCom store, and pays for the order with her credit card using Authorize.net. When Chin Lee's order downloads to OnSite, a credit card payment will appear on the order and Chin Lee’s Customer Card will contain a credit for $100. When you convert the order to an invoice, click Apply Credit to apply the $100 credit to the invoice.

The following are descriptions of payment details that apply to invoices for web (eCom) orders:

  • Credit Card: a credit card payment appears on the downloaded eCom order which is converted to a credit on the invoice.
  • Purchase Order: the eCom order is converted to an invoice with a balance that remains outstanding until the customer sends you payment, at which point the payment is applied directly to the invoice.
  • Cheque, Phone Order: when you secure payment from the customer, you convert the eCom order to an invoice and apply the appropriate Payment Method as you would normally do in OnSite.
  • Cash On Delivery: you convert the eCom order to an invoice, leaving the balance outstanding until you confirm payment from your customer upon receipt of the product(s). You then apply a payment to the invoice using the Payment Method used by the customer.
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