With Confirmation, every new cash on delivery order goes to one of your staff members who call buyers to confirm their orders. Each of them works only on the orders handed to them, on their own Confirmation page, and you follow how many orders each one confirms and how many are delivered.
Turning on Confirmation
- Give each staff member who calls buyers the Confirmation permission in Settings > Staff members. See How do I add staff members and set their permissions?
- Open Orders and click Confirmation, the first button above the table. Only the owner and staff members with the Settings permission see it.
- Turn on Confirmation, pick a Distribution mode, and click Save.
The Confirmation page opens and stays in the menu. From then on its settings live there, behind the cog icon (Settings) above the table, and the button on the Orders page is gone until you turn Confirmation off. Only orders placed after you turn it on are handed out, so your staff members never receive a pile of old orders. Turning it off and on again starts from that new moment.
How orders are shared
In Distribution mode, pick one of these:
- Equal: each new order goes to the staff member with the fewest orders waiting for a call.
- Percentage: each staff member gets a share of the orders that you set in the Staff members tab.
- By market: each order goes to a staff member who covers its country. An order from a country nobody covers goes to the staff member with the fewest orders waiting.
- Manual: no order is handed out on its own, you assign every order yourself. The Staff members tab is hidden in this mode.
Duplicate orders decides what happens when the same customer orders again within a few days:
- Same staff member: it goes to the staff member who already has the customer's first order, so the customer gets one call. This also works in Manual mode.
- Like any order: it is handed out like a new order. It is not offered in Manual mode, where nothing is handed out.
- Don't give to anyone: nobody gets it, so you can check it and choose a staff member yourself.
Orders paid online, abandoned checkouts and test orders are never handed out. An order that finds nobody waits with no staff member and is handed out as soon as a staff member can receive it.
Setting up each staff member
The Staff members tab shows one card for each staff member with the Confirmation permission. Each card shows only what your distribution mode uses:
- Receive new orders: turn it off to stop new orders for this staff member, for example on a day off. They keep the orders they already have, and you can still assign orders to them yourself.
- Share: shown in Percentage mode, from 0 to 100. A higher share means more orders, and 0 pauses this staff member.
- Markets: shown in By market mode. Orders from these countries go to this staff member.
If you remove the Confirmation permission from a staff member, their orders that still wait for a call are handed to the others. Orders they already confirmed keep their name, so their statistics stay right.
What a staff member does
A staff member opens Confirmation from the menu and sees only the orders handed to them. The number next to the menu item counts their orders waiting for a call. For each order, they can:
- Call the buyer and change the order status, for example to Confirmed, Not reached or Cancelled.
- Fix the order while on the call with Edit order: the products, quantities, prices, shipping, discount and address.
- Send the order to Sendit, Ameex, Ozon Express, Digylog or Forcelog from its Delivery tab, even before confirming it.
They cannot see other orders, assign orders, block a buyer, or print courier labels. Give them other permissions only if they need them.
When an order goes to Sendit, Ameex, Ozon Express, Digylog or Forcelog, the name of the person who confirmed or sent it travels with the parcel reference, so you know who handled it.
Assigning orders yourself
As the store owner, the Confirmation page shows every order with a Staff member column, and you can filter by staff member or by No staff member. Tick orders, open the actions menu, choose Give to a staff member, and pick one, or choose Remove staff member.
Confirmation statistics
Open the Statistics tab of the Confirmation page. Filter by market, product, date, and (for the owner) staff member. You see:
- Orders, split into those waiting for a call and those already worked.
- Confirmation rate: confirmed orders out of the orders already worked.
- Delivery rate: delivered orders out of the confirmed ones.
- Cancelled or rejected: the share of worked orders that were lost, with the cancelled and rejected counts.
Above these cards, a ring for each status shows how many orders are in it. The owner also sees a table comparing every staff member. A staff member only sees their own numbers. Test, deleted and abandoned orders are not counted.