Ecommerce help centre


Learn how to setup your ecommerce site, manage abandoned baskets, promotions and upsells using Saledock back office!

Product inventory

Product inventory for all stores both in-store and online is managed from the Products section of your Back office. If you sell a product online and in multiple stores the product is created once and you can define where the product is sold. Please refer to the Product inventory section on the Back office help guide page for guidance on the following:

  • Adding and editing a product
  • Product availability
  • Archiving and duplicating a product

Online availability

If you have an online store account an additional Ecommerce section is displayed beneath the Product information section on the product page. This section is used to populate the product description and filters on your online store. The following fields are available:

  • SEO - Add a product description up to 155 characters that will displayed on a search engine result
  • Tags - Add product tags to drive the product list filters on your online store. Only tags pre-defined on the Product tags view within the Online store > Online setup area can be added
  • Navigation collection - Add navigation collections to customise your ecommerce navigation. Only collections pre-defined on the Homepage builder view within the Online store > Online setup area can be added
  • Description - Add a product description that will be displayed on the individual product page
  • Add additional information? - Select this option if you wish to add additional information about the product. The information will be displayed beneath the product description

Online setup

If you have an online store account an Online store section with in the navigation panel will be displayed. From here you can manage your online store content, online products and process online orders.

To publish any changes made in the Online setup area tap Publish setup info in the top right of the Online setup view. To publish any product changes such as product image or description changes or to publish new products to your online store tap Publish products in the top right of the Online setup view.

Online setup

To setup your online store go to the Online setup view within the Online store area. From this view you'll be able to add the following online store information:

  • Website information - Add your website title and description. This is shown on search engine results so ensure you include keywords related to your business. You can also add the favicon (the small icon shown on web page tabs), Google Analytics tracking code (if you have created a Google Analytics account) and specify the inventory warehouse for your online store. Stock level changes from online orders will be sync to the selectd warehouse. Tap Save in the top right to save any changes.
  • About page - Add the page title, sub-title and information about your business. Tap Save to save any changes. This content will appear on the about page.
  • Contact page - Add the title, sub-title and select which stores you wish to display on the contact page. Selecting a store will display the address, contact information and opening hours for each store. Store information can be updated on the Stores and registers view within the Settings section. Store information from the first store selected will also be displayed in the footer. Next, specify which email address you wish contact form enquiries and online orders to go to. By default we'll also include a map of locations and a contact form on your contact page.
  • Policies - Add text to each policy, you can also add text for the FAQ page and text for a brief delivery and returns description which is displayed on each product page. Tap Save to save any changes. The footer will contain links to the FAQ and each policy.
  • Product tags - To allow a user to filter products on the product list page you will need to create Product tags. Add a tag category then define the tags within that category. For example, a tag category could be Pattern and the tags could be Tweed, Plain and Floral. Once the tags have been defined add the relevant tags on each product page.
  • Product size filters - To allow a user to filter product by size on the product list page you will need to create Product size filters. Add a filter category then define the sizes within that category. For example, a filter category could be Shirt size and the sizes could be Small, Medium, Large and Extra Large. Ensure the sizes are added in the desired order of appearance. Ensure your naming conventions are the same as the size variant names added on each product page, the filters work by matching the size variant names to the filter names.

Navigation setup

To setup your online store navigation go to the Online setup view within the Online store area and select Navigation. The navigation menu will appear in a full width multi-column menu when the user taps the Shop link on your online store. To display an image in the menu upload an image in the Navigation image section. In the Shop navigation section create the primary navigation. Add optional sub-navigation links beneath each primary navigation link. From the list of links created tap a link to update the link title/collection page name and sub-title, each link navigates the user to a collection page on your online store.

Next, define the categories or collections you wish to display on the collection page. Any published online products assigned to that category and/or have a matching collection tag will be displayed on the collection page. Once complete check Publish this item to display the page and link on your online store. Tap Save to update the changes. If published a will be displayed in the Shop navigation list next to each item.

Navigation by category

Select a link from the list created to display the information panel. Under the Product categories section select a relevant category then tap the button, to add multiple categories repeat the process. Tap Save to save the changes.

Navigation by collections

Within the Navigation collections section of Navigation page create a collection. The collection created can then be added as a tag to each individual product under the Navigation collection field. Once the tag has been added to the relevant product select a link from the Shop naivgation list on the Navigation page. Under the Navigation collections section select a relevant collection then tap the button, to add multiple collections repeat the process. Tap Save to save the changes.

Top products

You can also specify which products you wish to be displayed first on each collection page. Select a link from the list created to display the information panel. Under the Top products section search for and select a product from the matching results to add the product to your Top products section. Only 10 results are shown at once, if the product you are searching for is not displayed please enter a more specific product name. To change the order in which products appear on the collection page, tap and hold the icon displayed to the left of each product. Drag and drop each product into the preferred order. Tap Save to save the changes.

Homepage setup

To setup your online store homepage go to the Online setup view within the Online store area and select Homepage. To add a carousel item to the image carousel tap the Add button in the Image carousel section. Add the carousel title, sub-title, button text and button URL link. Next add the carousel image, upload a 1900px (w) x 700px (h) JPEG, the image crops and scales depending on device type so ensure the main focus is the centre of the image. To display the carousel item check Publish item then the Save button to update the changes. Once saved the carousel title and preview image will appear in the Image carousel section. Tap the item to edit or delete it. Repeat the process to add another carousel item, up to 5 items can be added.

To add a hero category follow the same process as the image carousel. Hero categories are displayed beneath the image carousel on the homepage, up to 4 can be added. Tap the Add button in the Hero categories section. Add the hero title, URL link and image, upload a 467px (w) x 700px (h) JEPG. Save, edit and publish the hero category the same way as you would an image carousel item.

Featured products are displayed beneath the hero category section on your online store. Up to 12 products can be added. Start typing the product name, a list of matching results will be displayed, select a product to add it to the featured list. Add a title, for example, featured collection, new arrivals or our favourites then add a sub-title for this section.

To add additional information beneath the featured products section add text, videos and images to the rich text editor in the Additional homepage information section. Tap the Save button in the top right of the page to save any changes.

Shipping rates

To setup shipping rates for your online store go to the Online setup view within the Online store area and select Shipping rates. Tap the Shipping method button in the top right to create a shipping method. Specify the following:

  • Destination name - Shipping rates are created per destination name. Only include countries within a destination name that have share the same shipping rates. This enables you to specify shipping rates for multiple countries at once if you charge the same. If you charge different shipping rates for each country give the destination name the individual country name. For example, the destination name could be Europe and the countires with the same shipping rates could be France, Germany and Spain. If you charge different rates for each the destination name would be France and the country would be France
  • Type:
    • Countries - Select countries to then specify the countries you deliver to
    • Rest of world - Select rest of world to add shipping rates to any country not specified in the countries or blacklist type
    • Blacklist - Select blacklist to then specify the countries you do NOT deliver to
  • Countries - Select all the countries relevant to the Type selected above

Tap the Save button in the top right to create the destination information. Next, add the shipping method name(s) (Standard, Next day .etc). Once added, tap a method name to add the shipping details:

  • Shipping details - Add a description such as 2-3 working days
  • Disabled for out of stock purchases - If you Allow out of stock purchases for products check Disabled for out of stock purchases on shipping methods with fast shipping times. This means if you offer next day delivery, this delivery option will be disabled at checkout if the customer purchases a product that is out of stock due to the Allow of out stock purchase feature being enabled. The default shipping date will be set to 7 days from the purchase date to allow you to order the required stock and ship the order to the customer
  • Publish - Check to publish, the shipping rate will become available on your ecommerce site
  • Shipping calculation method - Select Ship by sales value or Ship by weight
Ship by sales value

Specify the shipping rate per price range. For example, the shipping cost for orders between £0-£34.99 could be £7.99 and free over £35. Tap the button to add a new shipping rate, multiple can be added.

Ship by weight

Under the Product information section of each product page specify the weight of the product in grams.

  • Free shipping over basket total? - If selected a Free over amount field is displayed. Input a value, any orders above the set value will be defaulted to free shipping
  • Price per kg? - If selected the shipping rate price defined is per kg. If unselected the price defined is a set price for that shipping rate range
  • Shipping rates -Specify the shipping rate per price range. For example, the shipping cost for orders between £0-£34.99 could be £7.99 and between £35-£100 could be £4.99

Product setup

To add product SEO and a description to your online store products ensure the Ecommerce section is completed as described in the Online availability section above.

Publish products

By default the publish products list shows all products with the online store selected within the Product availability section on each product page. The list is grouped by supplier. Tap the All suppliers button to filter by a specific supplier. Search for a product by brand, SKU, model no., product name and category. Select the Only display unpublished check to display only unpublished products. The Brand, SKU, Model no., Name and Category columns are also sortable. The next column displays a variant value indicating how many variants each product has. The icon is shown for a composite product to represent a group of products rather than the number of variants.

To display the product on the online store multi-select the products and tap the Publish button in the top right or individually publish a product using the toggle button. To Feature, Allow out of stock purchase or Enable in-store purchase only on a product follow the same process as publishing a product.

If you enable Allow out of stock purchase on certain products please ensure shipping methods with fast shipping times are disabled as described in the last paragraph on the Shipping rates section above.

If you enable In-store purchase only on certain products you will be able to view the product on you online store but customers will not be able to purchase the product.

Stripe account

Stripe is our chosen payment gateway provider. Once we've designed your store we'll email you account registration details and connect the account to your online store. We will guide you through any setup required via phone call or video chat.

When you log into your Stripe account the dashboard of sales statistics is displayed. To the left the navigation panel is shown. Only the Payments, Balances and Settings sections are relevant as customers, products, reports and promotions are managed from Saledock back office.

  • Payments - View a list of payments, refunds and payouts
  • Balances - View the total balance on the way to your bank and estimated future payout totals
  • Settings - View account and bank details and adjust radar rules

Payments

Stripe captures the card holders payment details, name, email address and address and checks the CVC (if enabled), street name and postcode (if enabled) details provided are valid and match the card holders details. A risk evaluation score is assigned to each payment, a score of 75 and higher is automatically blocked to help protect against fraudulent payments.

Payments are displayed under 4 tabs; Succeeded, Refunded, Uncaptured and All. Payments with a status of Incomplete or Blocked appear under the All tab and are payments that have not been completed by the customer or have been blocked if the card details provided could not be verified by Stripe. Incomplete and blocked payments are not classed as orders and will not be shown in the back office. For Successful payments you will receive an order confirmation email and the order will be displayed in the back office for you to process.

Refunds

To process a refund please do so using your POS application. Please refer to the Refund/exchange (Stripe online payments) area within the POS help guide.

Settings

  • Product settings > Billing > Invoice template - You may wish to use Stripe to send invoices. Invoices can be branded under Business settings > Your business > Branding
  • Product settings > Radar > Rules - We recommend that CVC and postcode verification is enabled, if verification fails the payment will be blocked. Optionally, any payment with a risk evaluation score of 65-74 can be added to a review section for you to verify or cancel. Enabling this feature means you would need to login to Stripe and check the score each time you receive an order
  • Business settings > Your business - Update account details, bank account details and scheduling
  • Business settings > Compliance > PCI compliance - All businesses who accept cards need to validate PCI compliance annually. Only once you've processed around 20 live transactions will Stripe review your integration patterns (this is done by Saledock) and determine what PCI validation documentation you'll need to use.

Process online orders

A list of all unprocessed online orders are displayed, ordered by date (oldest first). Search for an order by order number or customer name. The Order number, Date and Status columns are also sortable. If the customer has opted to checkout as a guest then Guest checkout will be displayed in the customer column and a customer profile will not be created. If the customer opts to create an account a customer profile will be created containing the customers details, billing address, marketing preference, previous orders and any items currently in the customers wishlist. To view a list of all in-store and online customers tap Customers in the navigation menu.

Each order displays the shipping method and status. All unprocessed orders will have a status of New. In the unlikely event you see an order with a status of Pending payment please contact us and check your Stripe account to confirm payment has been received before processing the order. An order with a Pending payment status is highly unlikely to occur and only happens if Stripe has received payment but the back office has not received confirmation of the payment.

Export online orders

Tap then Export to export the online orders.

Process an order

Tap a sales order number to view and process the order. The full order details include:

  • Order number and order date
  • Customer name - Either the customer name or Guest checkout if the customer has opted to checkout as a guest and not create an account
  • Sales history - A breakdown of all ordered items including the shipping type and cost (delivery order only)
  • Payment summary
  • Billing address
  • Shipping or store pick up address
  • Notes - Any notes added by the customer at checkout and the order status progression including timestamps

To process an order tap the Process order button in the top right and update the order status.

Delivery order status':

  • New - A new order that has not been picked
  • Picked - The products has been picked and ready for shipping
  • Shipped - The order has been dispatched. You have the option to add the courier, tracking no. and tracking URL. The customer will receive an Order dispatched email

Store collection order status':

  • New - A new order that has not been picked
  • Ready to collect - The products has been picked and ready to collect. The customer will receive a Ready to collect email
  • Collected - The order has been collected.

Online orders may also be processed from your POS, please refer to the Click and collect within the POS help guide. Once the order has been shipped or collected the order will be moved to the Sales history view on both your POS and back office.

Refunds

To process a refund please do so using your POS application. Please refer to the Refund/exchange (Stripe online payments) area within the POS help guide.

Shipping labels

To use the print shipping label feature you will require the DYMO LabelWriter 450. For setup and how to use instructions please refer to the Label printer section on the Hardware setup page.

To print a shipping label view an individual order. In the top right tap Shipping label. A panel displays a preview the label to be printed with the DYMO LabelWriter 450 selected as the printer and the Standard 54x101 selected as the label template. Tap Print within the preview panel to print the label. If the label printer is not connected or powered on the Print button will be disabled and the label previews will not be generated.

Label template:

  • Business logo
  • Shipping first name and surname
  • Shipping address

E-gift cards

When a customer purchases an e-gift card online they will specify which email address the e-gift is sent to plus an optional personalised message, who the e-gift card is from and the date they wish the recipient to receive the e-gift card.

You will receive a standard online order confirmation about the e-gift card but you will not need to take any action. The e-gift will be automatically sent to the recipient on the date specified by the purchaser. Please note: Promo codes are invaild when purchasing an e-gift card.

To setup a gift card please refer to the Gift card section within the Back office help guide. Once the gift cards are setup, create a navigation collection named Gift cards then create a navigation item named Gift cards and assign the collection to the navigation item. Next, assign that navigation collection to each gift card product. All gift cards assigned to the collection will be displayed on your online store under the Gift cards navigation link.

Promo codes

Promo codes are applied on your online store. Multi-use codes can be advertised on your online store whilst single use codes can be emailed directly to an individiual customer.

By default the promotions list shows all active online promo codes ordered alphabetically by name (A first). Check Show inactive to show inactive codes and Show expired to show expired codes. Search for a promo code by name or the code itself, the Name, Code, Start date and End date columns are also sortable. The list shows the start and end date of each code, how many times the code has been used online and if the code is active.

Add a code

Tap Add to add a new promo code. Complete the following information:

  • Promo code name - Add the name used to identify the promo code
  • Start and end date - Specify the start and end date in which the promo code is valid. If the dates are left blank the promo code will always be valid if the promo code is set to active
  • Type - Select either fixed amount (£ amount to be deducted off total order) or percentage (% deducted off total order)
  • Single use code? - Check this option is the promo code is single use only
  • Promo code is active - Checking this option means the code will be valid to use within the dates specified
  • Code - For single use promo codes the code will be auto generated once the Single use code? option is checked. For multi-use codes input a code (e.g. 20%OFF)
  • Amount/Percentage - Specify the amount/percentage discount the customer will receive off the total order (shipping costs excluded)
  • Minimum spend - Add a minimum spend for the code to be valid. Input 0 if a minimum spend does not apply
  • Apply to specific products or product types? - Select if you wish the promo code to be valid on only certain products, brands, categories or tags

Tap Save to save the promo code. If you've selected to apply the promo code to specific products an additional input field will now be displayed. Type in a product, brand, category or tag and select the relevant result from the list. Multiple can be added. Tap Save once the relevant products, brands, categories and tags have been added. To make the promo codes available on your online store tap Publish setup info in the top right of the Online setup view.

View a code

Tap the promo code name from the list to view the promo code information and the codes full sales history. The sales history shows all orders that have used that code. All fields can be updated and the code can be set to inactive if you no longer wish to use it but don't wish to delete it if you plan to activate it again in the future. Tap Save to save any amendments or Delete to delete the code. For single use only codes you can duplicate the code multiple times, tap Duplicate and input the number of times you wish to duplicate the code then tap Generate codes to generate the specified number of codes. The new codes will appear in the list with a unique code generated for each.

Upsell

Add-ons

Add-ons are displayed when the customer navigates to the checkout page. An add-on product will be displayed within a dialog to encourage customers to purchase additional products before checkout.

To create an add-on rule go to the Online setup view within the Online store area and select Product upsell. Tap Add-on to create an add-on rule. Complete the following information:

  • Title - Add a title you wish to display on the add-on dialog to promote the product.
  • Priority - If multiple rules match the product that is added to the basket the rule with the highest priority will be displayed (0 then 1 being the highest priority, 10 being a lower priority)
  • Publish this item - Checking this option means the rule is active
  • Create the rule - Define when the product add-on should be displayed. If the product added to the basket matches the category, brand and tag defined then display the selected product

Tap Save to save the add-on rule. To make the add-on available on your online store tap Publish setup info in the top right of the Online setup view.

All add-on rules are displayed in a list in the Add-on section sortable by all columns. Tap the product name from the add-on list to view the rule. All fields can be updated and the rule can be unpublished if you no longer wish to use it but don't wish to delete it. Tap Save to save any amendments or Delete to delete the rule.

Related products

Related products are displayed in a product carousel beneath the product on an individual product page. A maximum of 12 products will be displayed. By default the first 12 products within the same category will be displayed. If the product is part of a composite the remaining products within that composite plus any colour variants will be displayed first as part of the 12 products. When creating a related products rule, the products within the composite take priority then the matching rule products will be displayed. Create a title for the section such as You may also like then create the related product rules.

To create a related product rule go to the Online setup view within the Online store area and select Product upsell. Tap Related product to create a related product rule. Complete the following information:

  • Priority - If multiple rules match the product display up to 12 products in priority order. The rule with the highest priority will be displayed (0 then 1 being the highest priority, 10 being a lower priority)
  • Publish this item - Checking this option means the rule is active
  • Viewing product - Define what types of products the customer needs to view to display products matching the Related products rule below. Set the rule parameters; select the category, brand and tag. Related products are shown if the customer views a product with a matching Viewing product rule
  • Related products - Define what types of products should be displayed if the customer is viewing a product that matches the Viewing product rule above. Set the rule parameters; select the category, brand and tag. Products with matching rule parameters will be displayed in the related products section (Up to 12)

Tap Save to save the related products rule. To make the rule available on your online store tap Publish setup info in the top right of the Online setup view.

All related product rules are displayed in a list in the Related products section sortable by all columns. Tap the product name from the related products list to view the rule. All fields can be updated and the rule can be unpublished if you no longer wish to use it but don't wish to delete it. Tap Save to save any amendments or Delete to delete the rule.

Abandoned baskets

This feature is coming soon!

News

By default the list shows a list of all news articles, ordered by date (newest first). Check Show unpublished to show unpublished articles. Search for an article by article name. The Article name, Author and Date columns are also sortable.

Add an article

Tap Add to create a news article. Add the following information:

  • Article name
  • Author
  • Date
  • Article is published - If selected the article will be displayed on your ecommerce site
  • Article content - Written and media content
  • Image - Upload a 800px(w) x 433px(h) jpg. This image will be displayed within the news tile on the news list page and shown on the article page.

Tap Save to save the article.

View an article

On the news list page tap the article name to view the article content. The article can be edited, tap Save to save any amendments or Delete to delete the article. To publish these changes on your ecommerce site, tap Publish setup info on the Online setup page.

Events

By default the list shows a list of all events, ordered by date (newest first). Check Show past events to display past events. Search for an event by event name. The Event name and Event date columns are also sortable. The list also displays the number of tickets sold for the event to highlight the popularity of your event.

Add an event

Tap Add to create a new event. Add the following information:

  • Event name
  • Hosted by
  • Start date and time
  • End date and time
  • Is a product shipped as part of the event? - If selected, attendees will be charged your standard shipping rate for the product at checkout
  • Event is published - If selected the article will be displayed on your ecommerce site
  • Event description - The details about your event
  • Event location - The location of your event whether physical or online
  • Event message - The content within this message field will be displayed within the Additional information of the event confirmation sent to customers. Only customers who have purchased tickets will receive this email. An email will be sent upon purchase of event tickets and 3 days before the event as a reminder. The event description, location and time will be displayed in the email, if you wish to add additional information add your content here. For example you could add car parking information, a promo code if the event is online add the video call URL and passcode
  • Main event image - Upload a 800px(w) x 433px(h) jpg. This image will be displayed within the events tile on the event list page and shown in the header of the event page.
  • Ticket image - Upload a 282px(w) x 375px(h) jpg. This thumbnail image will be displayed at checkout and on email receipts on your POS device and ecommerce site. This thumbnail is also used in the back office to represent the event.

Next, add the VAT, product weight (if a product is sold with the ticket) then select if the event should be displayed as a POS quick key. Although primarily used on your ecommerce store, events are available to purchase from your POS device.

Add the cost price and number of tickets you wish to sell and specify the ticket availability across all stores. Tap Save to save the article.

View an event

On the events list page tap the event name to view the details. The event can be edited, tap Save to save any amendments or Delete to delete the article. To publish these changes on your ecommerce site, tap Publish setup info on the Online setup page.

Beneath the event details a list of all sales associated with the event are displayed, with the customer name, contact details and number of tickets purchased. A list of all these customers can be exported should you need to contact them regarding the event.

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