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Review and accept storefront order requests

Turn customer storefront submissions into branch-correct sales orders, then manage payment, fulfilment, cancellation and refunds from one queue.

StorefrontFor Sales administrator · Branch manager10 steps

Where this lives

Permissions needed

  • Storefront · Orders

Any one of these grants access. Ask an administrator if the screen is not visible to you.

Before you start

  • Online order requests enabled
  • An active fulfilment branch and stock location
  • Storefront Orders permission

How a request moves

SubmittedFrom storefront checkoutstaff acceptsAcceptedSales order created, stock reservedstaff rejectsRejectedReason shown on private trackingcustomer cancelsCancelledReservations releaseddeadline passesExpiredNobody handled it in timecustomer asks,staff approves
Rejection requires a reason, and it reaches the customer on their private tracking page. The deadline is the storefront’s request expiry window — 1 to 720 hours, 48 by default — and it is evaluated whenever the queue is read, so a request can show as expired before any sweep has stored that. Acceptance is the only route that leaves the request behind and starts a sales order: from that point the customer can no longer cancel outright, and must ask the shop, which can approve the release only before dispatch or handover.

Complete the workflow

  1. 1

    Review the request

    Open the request and verify the customer contact, fulfilment method, notes, branch, products, tax and quoted total.

  2. 2

    Recognize customer-account orders

    A signed-in shopper is linked to the existing tenant customer record. Orders placed before sign-in are claimed only after the matching phone number or email has been verified, so another business can never see or reuse that identity.

  3. 3

    Activate the fulfilment branch

    If the request belongs to another branch, switch to that branch before accepting it. This keeps the sales order and reservation branch-correct.

  4. 4

    Accept and reserve

    Accepting matches or creates the customer, creates a confirmed sales order, and reserves current stock. If availability changed, the request remains unaccepted so it can be reviewed.

  5. 5

    Monitor required payment

    For prepaid or deposit orders, the private tracking page offers Lipana M-Pesa checkout after acceptance. The queue shows pending, initiated, failed and paid states. A successful callback creates the normal customer receipt and sales-order deposit automatically.

  6. 6

    Reject when necessary

    Enter a useful rejection reason. It becomes part of the immutable timeline and is shown on the customer's private tracking page.

  7. 7

    Advance fulfilment

    For pickup, start preparation, mark the checked order ready and verify the customer's six-digit collection code at handover. For delivery, dispatch the order and record the recipient and proof reference when it arrives.

  8. 8

    Review cancellations

    A customer may withdraw an unaccepted request immediately or ask to cancel an accepted order before dispatch. Approve to release its reservations, or decline with an explanation that appears on private tracking.

  9. 9

    Confirm refunds

    A paid cancellation creates a pending refund against the original payment method. Return the funds externally, record the provider reference and amount, and let MultiPOS post the deposit-liability reversal.

  10. 10

    Use the customer timeline

    Customers can privately follow preparation, pickup readiness, dispatch, completion, cancellation and refund progress. From a verified customer account they can also pay, cancel, download order documents and receipts, and build a freshly validated cart from an earlier order.

Useful tips

  • The queue refreshes automatically while open.
  • Collection codes are private handover credentials; ask the customer to provide the code at the counter rather than requesting it in advance.
  • Order tracking tokens belong to the customer; do not copy them into public notes or messages.

Troubleshooting

The request cannot be accepted

Confirm that you activated its fulfilment branch and that the requested stock is still available.

The request disappeared from Submitted

Check Accepted, Rejected, Cancelled or Expired. Customers can cancel before acceptance and unhandled requests expire automatically.

A pickup cannot be completed

Confirm it is marked Ready, any pay-on-fulfilment balance is settled, and the six-digit code matches the customer's private tracking page.

A paid cancellation is still open

Complete the pending refund after returning funds through the original method and recording its external reference.

Related guides

Storefront7 steps

Configure and publish an online storefront

Choose the public shop address, stock source, branding and fulfilment options before making the catalogue visible.

For Business owner · Sales administrator
Sales5 steps

Create and fulfil a sales order

Capture a customer commitment, deposits, delivery or collection, invoicing and final payment as one traceable workflow.

For Sales representative · Fulfilment staff

Catalogue 2026.08.10