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Web store - Processing online sales

Version Note: Magento v1 and v2, eCommerce API | Find FAQs and related articles at the bottom of this page

You've just received an order from your integrated web store - congratulations! But what to do now? 

Retail Express is used to complete the sales - fulfilling products, marking them as processed and shipped is all managed in Retail Express. During the next synchronisation with your web store, the shipment information will be updated, and if enabled, the customer will receive a shipment notification.

Note: if an Internal Transfer has been created for this sale (where stock has been Sourced from another Outlet/Store) this needs to be managed as part of a separate process to ensure your stock levels are correct.

There are two methods for processing your web sales within Retail Express, choose the method that best suits your business needs:

Note: if the order is unable to be synchronised to Retail Express at the time of placing the sale it will need to be manually entered in Retail Express using POS. e.g. if the Synchronisation Manager has been configured with incorrect user details, and a connection cannot be established with Retail Express.

The Fulfilment Report

Using the Fulfilment Report is the recommended and most efficient method for processing your web sales. The Fulfilment Report method allows you to:

  • easily locate all outstanding orders to be Fulfilled and view if payment has been received
  • dispatch multiple products AND sales orders through a single page
  • filter by your requirements, including: date range, fulfilment location, delivery method/s (Tip: you can Map your Delivery Drivers in Retail Express to match your online Shipping Methods so that you can filter by specific delivery selections; this can be useful if you have offered a 'priority shipping' option and need to process these sales quickly)
  • access Picking Lists, print labels and invoices directly from the report
  • clearly view Customer Comments associated with the Order
  • quickly open and edit the sale at POS via the 'E'dit button i.e: if you need to add a payment to the invoice 

The Fulfilment Report is designed to allow you to view all incoming sales, and process them accordingly.

To access the Fulfilment Report, navigate to: Inventory > Fulfillment Report OR Quick Links > Fulfilment Report

For detailed information on using the Fulfilment Report, please see: Fulfil Products from the Fulfilment Report

To search for outstanding online sales, the following filters are recommended:

Click Search

For detailed information on using the Fulfilment Report, please see: Fulfil Products from the Fulfilment Report

Each individual product for each order is displayed, including any Customer Comments as detailed in the Public Comments field.

To dispatch your orders:

  1. check if there is a Transfer associated with the Order (details in the Source column). If so, this will need to be actioned prior to dispatching the Order.
  2. click XLS Picklist to generate a Pick List (in Excel format) to provide to your staff to "Pick" the products for dispatch.
  3. if you utilise Delivery Drivers, there are number of Runsheets that print various information. Print the Runsheet most suitable for your business needs.
  4. click Print > Invoices to include invoices with your delivery
  5. click Print > Labels to Print packing labels from your A4 Printer
  6. Enter the Disp quantity for each product you wish to dispatch. This can be done in one of three different ways:
    • Manually enter the Disp Quantity against each Product that you wish to dispatch
    • Use PLU Scan to scan Products using a barcode scanner (or manually type the barcode). Each time you scan a barcode it will increase the Disp column by 1 for the first result in the list.
    • Use Copy Across to populate the Disp column of ALL results with the full Ordered quantity.
  7. Once you have made changes, select either:

    • Submit - which will fulfil the Products immediately and apply all of the changes, or
    • Save - enter a name into the Save As field and Save. This will save the results as a Saved List but won't submit the Fulfilments.


Using POS is a more simple method for processing your sales on an individual sale-by-sale basis. POS Alerts provide a handy notification of the count of incoming Web Orders during the day, and links you to the "Search Sales Orders, Invoices & Quotes" window to action and process the sales.

Note: This alert is for orders placed on the same day, not since the user was last logged in. Users with access to the Primary Sales Outlet (as defined in the Sales Channel) will see this alert, even if they're not physically logged into that register.

As it's a simpler method, the filters for searching are limited and there are no bulk actions. Our recommendation when you have a large number of sales to process is to use the Fulfilment Report method and use POS Alert as a notification guide only.  

The POS Home Screen periodically updates to display a count of incoming Web Orders for that calendar day. Once the Web Orders are processed this alert will disappear, until the next in-coming Order which prompts the alert to display again.

In this way you're constantly updated of online sales.

Click the Web Orders Today alert to open Search Sales Orders, Invoices & Quotes and process your Orders.


Apply any filters to help focus your results: 

  • to filter for todays orders only, click the calendar icon in the Date column > click Today
  • to view the invoice for an order, click Preview
  • to dispatch an Order, click Open>, click the Fulfilment tab and Fulfil the Order as normal (for more information see:How do I best use the Fulfilment tab in a POS sale?)
  • to update the payment details, click Open>, click the Payment tab and enter the payment as required
  • click Update to save and apply any changes


If a product is missing from the order in Retail Express, this could be due to the following reasons:

If a product is synchronised and has a SKU code that matches the product ID, the synchronisation tool is unable to work as intended.

For example, if a sale is placed no product will be added to the sale. The order will not match the order online, although the full total of the sale will be transferred. This will result in the order in Retail Express appearing as overpaid.

To resolve the issue:

  • Update the SupplierSKU/ManufacturerSKU of the product so that it doesn't match the product ID
  • Resynchronise the product (note: you may need to remove the incorrect product from the web store)
  • Adjust any transactions as required that are missing the products (edit the sale in POS and add the product)

If a product doesn't have "Export to Web" enabled it means the web store and Retail Express are not communicating about that product, including when orders are placed.

Follow the steps to enable the product for web store integration so the two systems can communicate, and if necessary, the steps for disabling and removing products from the web store.

If the order is created in Retail Express as "awaiting payment" it's likely that the payment method hasn't been mapped to a Retail Express payment type. The web store is unable to tell Retail Express which payment method to use, and therefore no payment is allocated.

For Magento orders, refer to the article "Magento - Enabling Retail Express Payment Methods for Incoming Online Payments" for information on mapping payment types. 

Web store sales are always put against the "Back Office" register for the outlet nominated as the Primary Sales Outlet. 

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