Dealer orders, quote requests and returns
Dealer orders arrive as sales orders on the Orders desk under the Dealer channel. Quote requests wait for your prices. Returns and warranty claims are worked through to a credit note.
Where it is
- Orders → Dealer channel
- Dealer Portal → Returns — Also Invoices → Dealer Returns
Settings for this
- Setup → Orders & invoicing — Draft the invoice for in-stock orders automatically
- Settings → Orders — Who is on duty for dealer orders
- Setup → Features → Returns & warranty — Lets dealers lodge returns
Orders
A dealer order arrives as an ordinary sales order (source: dealer portal) on the Orders desk, Dealer channel, beside franchise, Shopify and staff orders. Whoever is on duty for dealer orders in Settings → Orders gets a bell. The next step is one of:
- Raise the invoice or Approve the invoice: press Accept and the invoice is raised (if there isn't one yet) and approved.
- Pick & pack: send it from the Dispatch board, or mark it picked up.
- Waiting for payment: a bank-transfer order. Send the goods once the payment clears.
Delivery or pick up, the carrier and freight, and how they're paying are in the order's internal notes. Card and bank-transfer orders arrive with the invoice already raised and approved. Drop-ship orders carry a purple DROP SHIP flag and pack with a blind packing slip. The Orders course covers it step by step: Dealer portal orders.
Quote requests
A dealer who chooses Save as quote at checkout creates a quote waiting for approval (Review quote request on the desk). Check the prices, approve and send it; the dealer accepts it in the portal, which turns it into an order.
Returns and warranty
Dealers lodge a return against a line on one of their invoices, with a reason, serial number and photos. In Dealer Portal → Returns (also Invoices → Dealer Returns), open one and set its Resolution. It moves through Submitted, Under review, Approved, Awaiting goods and Goods received, and ends Credited, Replaced or Closed (or Rejected).
- Create credit note (once approved and the goods are received): one credit note per invoice. Use Restock on the credit note to put the goods back in stock.
- Staff notes are never shown to the dealer; the dealer sees every status change.
If something's not right
- "You need the "create invoices" permission to action returns." Ask an admin to add it to your role.
- "A credit note can be issued once the request is approved" / "Mark the goods received to issue a credit note": move the return on first.
- No dealer orders on the desk: pick the Dealer chip, and check you can see sales orders.