Franchise orders at head office: accept, dispatch, close short and returns
A franchise’s order lands on the Orders desk under the Franchise channel. Accept it (which issues the invoice), dispatch all or part, tell them when the rest goes, close it short, and credit returns.
Where it is
- Orders → Franchise channel
- Network → Trade — The franchise order pipeline and what franchises owe
Settings for this
- Settings → Network → General — Accept orders automatically
- Settings → Network → Freight — What franchises pay for freight
- Settings → Network → Notifications — Email HQ when a franchise submits an order
- Settings → Orders — Who is on duty for franchise orders
Old Inbound Orders links open the Orders desk, Franchise channel. The full walkthrough is lesson 6 of the Orders course: Franchise orders: head office.
In short
- New · Accept order on the desk. Open the order to check its Lines (the Free here column shows your stock); Edit Parts & Pricing fixes lines, Reject Order turns it down with a reason.
- Accept (or Accept Order on the order page): the invoice is issued, the franchise's terms start, free stock is held and they're told. A prepay franchise waits for payment before Dispatch unlocks.
- Dispatch: choose the warehouse and Dispatch Now quantities, carrier and tracking. The Shipments tab has the pick list, a packing slip, freight rates and carrier booking.
- Part sent? The window asks When will the rest go?; the button becomes Dispatch More. If the rest isn't coming, Close Short credits what won't be sent.
- Messages: the Timeline & messages tab has a thread with the franchise. Tick Internal note for your own team.
Dispatch emails to the franchise
A few minutes after each dispatch the franchise is emailed what it held, the carrier and tracking, and what's still to come with its date. A label printed straight after goes in the same email; a later one goes in a short tracking email. The franchise sees the same on its order, and can change where these go with Change on its Dispatches card.
Returns
A franchise's return to you shows on the order's Returns from the franchise panel. Receive and credit puts the goods back in the warehouse you choose (or not, if scrap), credits the price charged less any restocking fee, and takes it off what they owe. Decline sends the goods back into their stock with your reason. Credit notes reach the franchise's Xero as draft supplier credits after the order's bill.
If something's not right
- Dispatch is greyed out: "Accept the order first — that issues its invoice", or a prepay franchise hasn't paid.
- Orders not accepted automatically: the franchise has no terms or is on hold, a line isn't your product, or you're short of stock.