Web orders at the till: click and collect and web-order returns

Customers who shop in your webshop often come into the shop – either to collect an order they paid for online (click and collect), or to return an item. You do both from «Finn ordre» (Find order) at the till, without going into the back office.

Before you start

• Click and collect must be switched on for the webshop, and the customer must have chosen your shop as the collection point. The till only shows collection orders for the shop (location) the till belongs to.
• For returns you need the permission «Refundere salg i kassen (kontant og retur til kort)» (Refund sales at the till – cash and back to card), and the till must be open.
• The customer gives you the order reference from the order confirmation, for example 0000-0123.

Handing over a click-and-collect order

The «Finn ordre» button at the bottom of the cart shows a small number when there are collection orders for the shop. A green number means some orders are ready for collection; yellow means there are only orders still being prepared.

1. Tap «Finn ordre». Waiting collection orders are shown in two groups: «Klar for henting» (Ready for collection) and «Under klargjøring» (Being prepared).
2. Tap the order – or type the order reference in the search field and tap «Søk» (Search), or scan the code.
3. Check the items and quantities shown.
4. If the customer has not been notified yet, tap «Marker klar for henting (varsle kunde)» (Mark ready for collection – notify customer) once the items are packed. The customer then gets an e-mail with the order reference saying the order is ready. If the shop has switched on text messages and the customer gave a phone number, a text message is sent too.
5. When the customer has the items, tap «Marker som utlevert» (Mark as handed over). The till prints a handover slip.

Returning an item bought in the webshop

1. Tap «Finn ordre».
2. Type the order reference in the field «Kvitteringsnr. eller ordre ref.» (Receipt no. or order ref.) and tap «Søk».
3. The order is shown as «Nettbutikk-ordre» (Webshop order) with the text «Refunderes til opprinnelig betalingsmåte» (Refunded to the original payment method). Each item shows its unit price and how many can be returned («Maks …»).
4. Choose the quantity for each item coming back. Items already returned are marked «Allerede refundert» (Already refunded).
5. Type a reason in the «Begrunnelse» (Reason) field, for example «Vare returnert i butikk» (Item returned in store).
6. Tap «Bekreft refusjon» (Confirm refund).

The money goes back to the payment method the customer used in the webshop – for example the same card or Vipps. If the order was part-paid with a gift card, the gift-card share is put back on the gift card first. At the same time the till prints a return receipt, so the return is documented at the till.

Good to know

• How the till reads your search: If you type only digits, the till looks for a receipt number from the till. If you type an order reference (with a hyphen or letters), it looks for an order – first a collection order for this shop, then a web order that can be returned.
• Nothing to refund: If the till finds the order but there is no amount left to pay back (for example because the payment has not been captured yet, or everything has been refunded), you are told there is nothing to refund.
• Reports: A web-order return is shown separately on the X- and Z-reports («Retur av nettordre» – web-order returns) and is not mixed in with the till's own cash sales.
• Returning a click-and-collect order works exactly like any other web order.
• The till app (Kasse-appen) on Android has the same functions: «Finn ordre» for searches and returns, and «Henting» (Collection) for the list of collection orders.
• Items bought at the till are returned as described in Returns and refunds.

Frequently asked questions

The customer has not been told the order is ready. Why?

If the order is under «Under klargjøring», the customer has not been notified yet. (A text message is only sent if the shop has switched on text messages and the customer gave a phone number.) Tap «Marker klar for henting (varsle kunde)». You can also hand the order over straight away with «Marker som utlevert» if the customer is already in the shop.

I cannot find the collection order in the list.

The list only shows orders to be collected from the shop this till belongs to, and that have not been handed over. Check that the customer chose the right shop and that the order is not already marked as handed over.