Help centreSupplier operationsUpdated
Dispatch an order, and settle what follows
Send the goods, deal with anything that arrived damaged or short, and verify the payment — with the balance only moving when you say it has.
By the end of this the goods have gone, anything wrong with them has an ending, and the money against the order is either verified or visibly not.
Confirming a dispatch is the moment stock leaves your inventory. Creating one does not.
Create the dispatch inside the order
Open the order and use its dispatch section. Everything is dispatched against an order rather than from a separate picking screen, so what you are sending is always tied to what was approved.
The section appears once the approved quotation has been converted to a sale. Before that there is nothing committed to send.
Choose how it goes, then confirm it
Your own delivery, a courier, collection, or a third party. A courier asks for the carrier, the tracking number and link, the expected date and any shipping charge; a collection asks for where, when it is ready, a collection code and who is picking it up. Confirming is the step that matters: reserved stock leaves your inventory only when a dispatch is confirmed, and the shop is notified at that moment.
You can send part of an order now and the rest later. The section tracks what is still reserved and not yet dispatched.
Let them book it in
The shop records what arrived, line by line — accepted, damaged, missing, the wrong item, or rejected. Only what they accept enters their stock, so a short or damaged delivery does not quietly become a full one.
Deal with a discrepancy
Anything they did not accept becomes a discrepancy with a typed reason and, usually, what they would like done about it. You accept it, accept part of it, or reject it — rejecting needs a reason, because a rejection without one is just silence.
Once you have accepted a discrepancy, there are four ways to end it What are you going to do about the goods?
- Send a replacement
- You ship the item again. The order carries both the original and the replacement.
- Authorise a return
- The goods come back to you, with the return instructions you give them.
- Issue a credit
- A credit note against the disputed amount, which shows on their statement.
- Mark a refund pending
- You are paying it back outside the system, and the order says so until you have.
Whichever you choose, you tell the shop the resolution has been sent and they confirm it. A discrepancy closes because both sides agreed it did, not because one side stopped replying.
Verify the payment
When the shop pays, the payment arrives as a submission rather than as money in the account. Verify it, or send it back as an amount mismatch, a duplicate, something you need to talk about, or a rejection. Until it is verified it does not reduce what they owe.
Verifying is limited to the owner, a manager or an accountant. Everyone else can see the queue but not act on it.
Read the customer's statement
Supplier Operations → Accounts, then pick a business customer. You get what has been invoiced, what has been verified, what is outstanding, what is under discrepancy, what is overdue, and the credit limit and terms you set for them — over a ledger with a running balance.
Questions that come up
- They say they have paid and I cannot see it
- Check the verification queue. A submitted payment sits there until somebody verifies it, and by design it does not move the balance while it waits — which is exactly the situation the queue exists to make visible.
- Can I dispatch specific handsets?
- Yes. Where a line is for devices tracked individually, the dispatch lets you choose which units go, by their IMEI or serial, rather than sending a quantity and working out later which ones left.
- Can I archive a customer who owes me money?
- No, and that is the point of the block. Archiving is refused while there are open orders, undelivered dispatches, unresolved discrepancies or an outstanding balance. Turn new orders off instead, and archive once it is clear.