Phone Orders, Delivery & Shipping

Cashier Manager

Use this page to take a phone order for pickup, delivery or shipping, save it until the customer pays, and complete it when they do.

Quick steps

To take the order:

1. With the cart empty, tap CREATE ORDER (the phone button).
2. Type the caller's Customer Name and Phone, then tap Continue. If they're already on file, check the name on the Existing customer card.
3. Pick In-Store Pickup, Local Delivery or Ship via Courier, and how they plan to pay. For delivery or shipping, fill in the address and check the fee.
4. Tap Start Adding Items and ring up the order.
5. Tap Save Order for Pickup, Save as Pending Delivery or Save as Pending Shipment. Nothing is charged yet.

When the customer pays:

1. In Sales History under the cart, tap the Orders tab and tap the order.
2. Tap Mark Completed, pick how they paid (Cash, Card or E-Transfer) and tap Complete.

info

CREATE ORDER only shows when local delivery or shipping is turned on for your store. Ask your admin.

Common questions

I already rang up the items. Can I still make it an order? Yes. Tap ORDER in the payment buttons. The same window opens, and you go back to the cart when you're done.

The customer wants to change their order. Open it in the Orders tab and tap Edit Order. Change quantities, remove or add items, then tap Save Changes.

The customer isn't coming. Open the order, tap Cancel order, pick a reason and tap Cancel order again.

The postal code isn't in a delivery zone. Pick a zone from the list, or type the fee you agreed with the customer.

Who completes a delivery order? Usually the driver, at the door, in the delivery app. You can also complete it at the register with Mark Completed.

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More detail: before you begin

When a customer calls in an order, or wants their order delivered or shipped, you take it at the register with Create Order. The order is saved as a pending order: nobody pays yet. The customer pays when they pick it up, or when the driver drops it off, and that's when the sale is completed.

Before You Begin

• Create Order, and phone orders in the Orders tab, only appear when local delivery or shipping is turned on for your store. Ask your admin.
• Your admin sets up Delivery Zones and Shipping Zones so the register can fill in the fee.
• Curbside Pickup is only offered when your store has Offer curbside pickup turned on (Settings > Edit Settings > Sales & Integrations, in the Delivery & Shipping section).

More detail: taking a phone order, step by step

Taking a Phone Order

You can start an order two ways. Both open the same Create Order window:

• Details first: with the cart empty, tap CREATE ORDER (phone icon). Fill in the details, then ring up the items.
• Items first: ring up the items, then tap ORDER in the payment buttons (or Order in the row of buttons below them, when Split is shown).

The window has up to three steps: Customer, Fulfillment and Address.

Step 1: Customer

Type what the caller tells you: Customer Name, Phone and (optionally) Email. A new customer needs a real phone number.

When you leave the phone or email box, the register checks whether that customer is already on file:

• One match: the card Existing customer — the order goes to: shows who it is. If it's someone else, tap Not them — new customer. If the name you typed is different from the one on file, a note asks you to check it's the same person.
• Several matches (for example, a household sharing a phone): the register lists everyone with that phone or email, most recent buyer first, with their customer code, last purchase and points. Tap the right person, or None of these — new customer. After picking someone you can tap Choose another.
• No match: a new customer is created with the details you typed when you finish the window.

Tap Continue.

Step 2: Fulfillment

How will the customer receive this order? Choose one:

Option	When it shows
In-Store Pickup	Always
Curbside Pickup	When your store offers curbside pickup
Local Delivery	When local delivery is turned on
Ship via Courier	When shipping is turned on

Then pick how they expect to pay: Cash, Card or E-Transfer (only the payment types your store takes are shown). Nothing is charged now, and you can change it when they actually pay.

For a pickup order, tap Start Adding Items (or Back to cart if you already rang up the items).

Step 3: Address (delivery and shipping)

Field	Local Delivery	Shipping
Recipient Name	Required	Required
Address Line 1	Required	Required
Address Line 2	Optional	Optional
City	Required	Required
Province	Optional	Optional
Postal Code	Optional	Required
Phone	Required	Required
Delivery Notes	Optional	Optional

A customer on file has their saved address and phone filled in for you.

• Postal code check: once you type a postal code, the register looks up the zone and shows Delivery zone: (name), filling in the fee. If no zone covers it, you see Not in delivery area (or Invalid postal code for shipping).
• Delivery Zone (optional): for local delivery you can pick a zone from the list instead. A zone with a free-delivery amount shows (Free over $X).
• Delivery fee / Shipping cost: filled in from the zone. You can type over it, for example to set it to $0.00 when the order is over the free-delivery amount, or to enter the fee you agreed for an address outside your zones. A fee can't be negative.
• Scheduled Date and Time Slot (optional): the time slots follow your store's delivery hours.
• Delivery Notes: for example "Ring doorbell twice, leave at back door".

Tap Start Adding Items (or Back to cart).

Saving the Order

The cart now shows a badge for the order type (for example Local Delivery). Tap the badge's name to change the order's details, or its × to drop the order details and ring the cart up as a normal sale. Clearing the cart keeps the order details, so tap the badge's × if you want to drop them too.

While the order is open, the payment buttons, Split, Hold and Pay Later are replaced by one button:

• Save Order for Pickup (in-store or curbside pickup)
• Save as Pending Delivery
• Save as Pending Shipment

Tap it. The screen says Order Placed Successfully!, and you can tap Create Another Order for the next caller, or Done.

Saving needs a connection

If the register is offline, the order isn't saved: "You're offline, so the order wasn't saved. It's still in the cart. Save it again when the connection is back."

If part of an item is in back stock rather than on the sales floor, the register offers to move it to the floor before saving, the same as when you scan it.

More detail: the pending orders list

Pending Orders

With the cart empty, Sales History shows under the cart. Tap its Orders tab. The badge shows how many orders are waiting. When online orders are waiting too, phone orders are listed under the Pending Orders heading. The list refreshes every 10 seconds while online.

Each order shows its receipt number, the customer, when it was placed, their phone, the fulfillment type and any scheduled date and time slot, the address, the total (with incl. $X delivery or incl. $X shipping when there's a fee) and how they expect to pay.

• PENDING means the order hasn't been paid.
• PAID · TO DELIVER or PAID · TO SHIP means it's paid but hasn't gone out yet. It stays on the list until it's delivered or shipped.

Tap an order to open it. As well as the items and totals, the window shows where it's going, a tap-to-call phone number, the scheduled time and the delivery notes, and Open profile for the customer.

More detail: editing an order

Editing a Pending Order

1. Open the order in the Orders tab and tap Edit Order.
2. Change quantities, remove items with the ×, or add products with the search box (name or SKU).
3. The total updates as you go, priced the same way as the cart (discounts included). Updating the total… shows while it's working it out.
4. Tap Save Changes.

A few things to know:

• Items sold by the unit take whole numbers only. Typing 1.5 on one shows Whole numbers only and Save Changes stays greyed out. Weighed items take decimals.
• Free items that came with the order show Free with this order and can't be edited.
• The order must keep at least one item.
• Editing needs the Edit Pending Orders permission. Without it, Edit Order doesn't show.
• Stock isn't touched by an edit. It's taken when the order is completed.

More detail: completing an order and taking payment

Completing a Pending Order (Taking Payment)

When the customer picks up and pays:

1. Open the order in the Orders tab and tap Mark Completed.
2. The Complete Order window shows the Amount due. Under How did they pay?, tap Cash, Card or E-Transfer. It starts on the method they said they'd use.
3. For cash, you can type the Cash given or tap a quick amount (for example $40). The Change to hand back is shown. You can't complete with less than the amount due.
4. Tap Complete.

The order is completed on this register, so a cash payment goes into this register's drawer. It drops off the Orders tab. Anyone who can use the register, clerks included, can complete a pending order. It can't be done offline: "You're offline, so the order can't be completed now."

The register may stop and ask for more before it completes:

Window	What it means and what to do
The amount due changed — it's now $X. Collect that amount.	Someone edited the order after you opened it. Collect the new amount and tap Complete again.
Purchase Limit Exceeded	At a cannabis store with daily limits, the order would take the customer over today's limit. A manager who can override purchase limits enters their Manager PIN (the reason is optional). Cancel and the order stays pending.
Not enough on the sales floor	The rest is in back stock. It shows what's on the floor, in back stock and needed. Tap Move to floor and complete.
Not enough stock	The order needs more than is on hand. Type a Reason and, unless you have the Adjust Stock permission, a Manager PIN, then tap Complete anyway.

Delivery orders are usually completed by the driver at the door instead. See The Driver App.

More detail: cancelling an order

Cancelling a Pending Order

1. Open the order and tap Cancel order.
2. The window asks Cancel this order? Pick a Reason and add notes if you like.
3. Tap Cancel order (or Keep order to back out).

You can cancel an unpaid order you took yourself. For someone else's order, you need the Void Sales permission, or someone who has it enters their PIN ("Enter the PIN of someone who can cancel this order."). The order is removed from the Orders tab.

More detail: delivery and shipping fees, and the delivery app

Delivery and Shipping Fees

Factor	How it works
Zone fee	Each delivery or shipping zone has a fee set by your admin. The register fills it in.
Free delivery amount	Shown next to the zone as (Free over $X). Type $0.00 as the fee when the order qualifies.
Outside your zones	Pick a zone, or type the fee you agreed with the customer.
Tax on the fee	Only if your store charges tax on delivery and shipping fees. The order's tax and total include it.

Delivery App (TrafficDelivery)

If your store delivers with its own drivers, delivery orders flow into the TrafficDelivery app. Once an order has a street address, it's placed on the map and joins the available pool. A dispatcher assigns it to a driver, a driver claims it, or a manager puts it on a route. Drivers can:

• See their stops with the address, phone, notes, ETA and what to collect
• Get a traffic-aware optimized route and navigate with Google Maps
• Text the customer an "almost there" message
• Mark the stop delivered and record how the customer paid, which completes an unpaid order
• Mark a stop Couldn't deliver, which puts the order back in the pool

See The Delivery App & Modes, The Driver App, and the Dispatcher Console.

More detail: examples

Common Scenarios

Phone Order for Pickup

1. Tap CREATE ORDER, type the caller's name and phone, and tap Continue.
2. Choose In-Store Pickup and how they expect to pay, then tap Start Adding Items.
3. Ring up the items and tap Save Order for Pickup.
4. When they arrive, open the order in the Orders tab, tap Mark Completed and take payment.

Phone Order for Delivery

1. Tap CREATE ORDER, enter the customer, and choose Local Delivery and how they'll pay.
2. Fill in the address and notes, check the fee, then tap Start Adding Items.
3. Ring up the items and tap Save as Pending Delivery.
4. The order waits in the Orders tab for a driver.

Postal Code Not in a Delivery Zone

• Pick a delivery zone from the list if you know which one applies, or type the fee you agreed.
• If the address really is out of range, tell the customer delivery isn't available there and offer shipping or pickup.

More detail: troubleshooting and best practices

Troubleshooting

Problem	Solution
No CREATE ORDER or ORDER button	Local delivery or shipping isn't turned on for your store. Ask your admin.
No Curbside Pickup option	Your store hasn't turned on Offer curbside pickup.
"That isn't a phone number"	Type the phone number in digits, like 306-555-0142.
The wrong customer was attached	Tap Not them — new customer (or Choose another when several share the phone).
"Outside your delivery zones — pick a zone or type a delivery fee."	The postal code isn't in any zone. Pick a zone or type the fee.
Edit Order doesn't show	Your role doesn't have Edit Pending Orders. Ask a manager.
Save Changes is greyed out	A unit item has a decimal quantity. Use whole numbers.
Purchase Limit Exceeded when completing	The order would take the customer over today's limit. A manager who can override purchase limits enters their PIN.
Phone orders don't show in the Orders tab	They only appear when local delivery or shipping is turned on.

Best Practices

1. Read the address back to the customer. Wrong addresses waste driver time.
2. Use delivery notes generously. Apartment numbers, gate codes and buzzer numbers save time at the door.
3. Check who's attached. When several people share a phone, pick the right one so their points and purchase limits are right.
4. Complete orders when they're paid. Stock is taken and the money is counted in the drawer only when the order is completed.
5. Review pending orders at end of day. Cancel any that won't be picked up.

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What's Next?

• Sales History — Today's sales and the Orders tab
• Online Order Alerts & Tickets — Orders from your online store
• Making a Sale — Standard in-store sales workflow