Staff can create orders for customers in the back office, for example when someone phones or emails an order. These are called phone or back office orders, and show the channel Phone/Back Office Orders.
Before you start
The customer must be on the Customers screen. If they're new, add them first. See "How to add a customer".
Card payments need the customer's card details. A card you enter is saved to the customer's record so you can use it again.
How to create the order
Click Customers in the left-hand menu, then click the customer's name.
Click Create Order. The order panel opens.
Find each product in Add products. Search by name or SKU, or use the filter button next to the search box.
Click Add on each product. Use − and + to change the quantity.
Click Done.
Check the order details at the top right:
Stock Location: where the stock comes from.
Processed By: leave as No Override (Current User), or choose the staff member who took the order.
Channel: leave as Phone/Back Office Orders for a phone or email order.
Tags: order tags, if you use them.
Override Shipping: enter an amount to replace the calculated shipping.
Additional Discount: a dollar discount off this order.
Exempt Tax: turn on only if the order is tax exempt.
Add a note (Optional): an order note for your team.
Check the Customer Details are for the right customer.
Choose Delivery or Pick Up:
Delivery: check the address, or click Show All Addresses to choose another. Turn on Authorised to Leave if the customer is happy for the parcel to be left, and Delayed Dispatch if they want it sent later.
Pick Up: choose the venue in Pick Up At. There's no shipping charge.
Turn on Order is a Gift if the order is a gift.
To use a coupon or gift card, enter it in Enter Coupon (Optional) or Enter Gift Card (Optional) on the left.
Check the Order Summary on the left.
Under Payment, choose how the customer is paying:
By card: enter Name on Card and the card details, then click Pay.
On invoice: tick Pay on Invoice, then click Pay on Invoice.
Wait for Order Created. It can take a few seconds.
Click View Order to open the order, or OK to go back to the customer.
Account credit is used automatically
If the customer has account credit, Use Credit is turned on and the credit comes off the order. This is on purpose: WithWine uses credit up by default so customers get the benefit. To keep the credit for later, turn Use Credit off, or click Edit under Credit Used to use less.
What happens next
Card orders are marked Paid. The card is saved on the customer's Payment Methods tab.
Pay on Invoice orders are marked Unpaid and Unfulfilled, and the customer is emailed an invoice. Unpaid orders don't show in the Orders screen's default view; the grey number next to Orders in the left-hand menu counts them. Any account credit on the order is only taken once the invoice is paid.
Stock is taken off as soon as the order is created, for both card and invoice orders.
The order shows in the customer's Activity, with a Create Similar Order button for next time.
Troubleshooting
The customer's order count hasn't changed. Refresh your browser.
I can't find a Pay on Invoice order on the Orders screen. The Orders screen shows paid orders by default. Click Remove all filters, or search for the order number.