What Sales owns
- Sales orders — create and manage customer orders
- Quotes — send pricing proposals and convert them to orders on approval
- Returns — process customer return requests and refunds
- Point of sale — in-person sales terminal for retail or counter operations
Data flows out of Sales to
Data flows into Sales from
Common tasks
Create a sales order
1
Open Sales → Orders → New Order
2
Select the customer
Choose from your CRM customer list. Delivery address and payment terms auto-populate from the customer record.
3
Add line items
Search for products from your Inventory catalogue. Quantities, unit prices, and line totals calculate automatically. Apply a line-level or overall discount if needed.
4
Set the delivery date
Enter the expected delivery or fulfilment date. This is visible to the customer on the order confirmation.
5
Confirm the order
Click Confirm. Stock is reserved in Inventory and the order status changes to Confirmed. An order confirmation can be emailed to the customer automatically.
6
Convert to invoice
When the order is fulfilled, click Create Invoice to generate the invoice in Finance. Line items and amounts carry over automatically.
Send a quote and convert to order
1
Open Sales → Quotes → New Quote
2
Build the quote
Add the customer, line items, quantities, and unit prices. Apply discounts and add any notes or terms specific to this proposal.
3
Set an expiry date
Quotes should have a validity period (e.g. valid for 30 days). The system flags expired quotes automatically.
4
Send to customer
Click Send Quote. The quote is emailed as a PDF from your connected email provider.
5
Convert on approval
Once the customer accepts, open the quote and click Convert to Order. The sales order is created instantly with all the same line items. The quote status changes to Accepted.
6
If the customer wants changes
Click Revise Quote to create a new version. Previous versions are retained for reference. Only send the revised version — the customer receives a new PDF with a version number.
Apply a discount
1
Open a quote or sales order in edit mode
2
Line-level discount
Click the discount field on any line item and enter a percentage or fixed amount. The line total updates immediately.
3
Order-level discount
Scroll to the order totals section and apply a percentage discount to the order subtotal. This is applied after any line-level discounts.
4
Add a reason (optional)
Enter a discount reason for internal records (e.g. Loyalty, Promotional, Negotiated).
Process a return
1
Open the original sales order
2
Click Process Return
Select the items being returned and the quantity for each. You can process a partial return — not all items need to be returned.
3
Choose the outcome
Select Refund to issue a credit note in Finance, or Exchange to create a replacement order.
4
Set a return reason
Choose: Damaged, Wrong Item, Change of Mind, or Other. This feeds the returns analysis in Reports.
5
Confirm
Returned stock is automatically added back to Inventory. If you selected Refund, a credit note is generated in Finance and applied against the original invoice.
Process a POS sale
1
Open Sales → Point of Sale
The POS terminal launches in a full-screen interface optimised for counter or tablet use.
2
Add items
Tap items from the product grid or scan a barcode. Quantities can be adjusted directly in the cart.
3
Apply discounts or promotional codes (optional)
Tap the discount icon to apply a percentage off, or enter a promo code if the customer has one.
4
Select payment method
Choose Cash, Card, or Split Payment. For split payments, enter how much is being paid by each method.
5
Complete the sale
Confirm the payment. A receipt is generated and can be printed or emailed. Stock is depleted in Inventory automatically.
Handle a partial delivery
1
Open the confirmed sales order
2
Click Deliver
Enter the quantities being delivered in this shipment. Items not delivered remain on the order with status Partially Delivered.
3
Invoice only what was delivered
When creating the invoice, only the delivered quantities are included. The remaining balance stays on the open order.
4
Deliver the remainder later
When the rest of the stock arrives, open the order and process the second delivery. A second invoice can then be generated for the balance.
Troubleshooting
A quote was sent but the customer says they didn't receive it
A quote was sent but the customer says they didn't receive it
Check that your email provider is connected under Settings → Email and send a test email to verify it is working. Also check that the customer’s email address in CRM is correct. Some email providers route automated emails to spam on first contact — ask the customer to check their junk folder.
Stock is not being reserved when I confirm an order
Stock is not being reserved when I confirm an order
If the item has insufficient stock, the system will warn you but cannot reserve what does not exist. Check the available quantity in Inventory → Items. If the stock level is incorrect, run a stock adjustment before confirming the order.
I converted a quote to an order but the price is different
I converted a quote to an order but the price is different
Prices on a quote are fixed at the time the quote is created. If product prices have changed since the quote was issued, the converted order will use the original quoted price — not the current catalogue price. Review line items on the order if you need to update them.
A return was processed but the credit note is not in Finance
A return was processed but the credit note is not in Finance
Open the original sales order and check the Returns tab. If the return status is Pending, it has not been confirmed yet — click Confirm Return. If confirmed, go to Finance → Credit Notes and search by the customer name.
The POS terminal is not loading or shows as offline
The POS terminal is not loading or shows as offline
POS requires an active internet connection. Check your connection and reload the browser tab. If the issue persists, clear your browser cache. POS data is synced in real time — no data is stored locally, so no sales are lost during a temporary disconnect.
FAQ
Can I create a sales order for a customer who is not in CRM?
Can I create a sales order for a customer who is not in CRM?
No. All orders must be linked to a CRM customer. If the customer doesn’t exist, create them in CRM first — it takes less than a minute and ensures their full history is connected.
Can I customise the quote or order PDF template?
Can I customise the quote or order PDF template?
Yes. Go to Settings → Company Profile to upload your logo and set your company details — these appear on all PDFs automatically. Custom layout design (colours, fonts, additional fields) is available on Plus and Pro plans.
Can I reopen a cancelled order?
Can I reopen a cancelled order?
No. Cancelled orders are permanent. If you need to recreate the order, open it and use Duplicate Order to create an identical draft that you can then edit and confirm.
Does the POS support multiple payment methods in one transaction?
Does the POS support multiple payment methods in one transaction?
Yes. Select Split Payment at checkout and assign specific amounts to each payment method (e.g. part card, part cash). The total must equal the order amount before the sale can be completed.
What happens to stock when an order is cancelled?
What happens to stock when an order is cancelled?
If the order was confirmed (stock was reserved), cancelling the order automatically releases the reserved stock back to Inventory. If goods had already been dispatched, you will need to process a return to restock the items.
See also
CRM
Manage the deals and customers that drive your sales pipeline.
Finance
Sales orders flow into Finance as invoices automatically.
Inventory
Stock levels update in real time as orders are confirmed.