How to Use Special Orders

The Special Order feature allows you to create customer-specific orders for items that are not currently available or need to be ordered from a vendor. Special Orders can be used for one-time purchases or recurring subscription-style orders.

Special Order Workflow

1. Create the Special Order for the customer.
2. Place the order with the vendor using a Purchase Order or by ordering directly.
3. Receive the item when it arrives.
4. Notify the customer that the item is ready.
5. Charge the customer or complete checkout on the Register app.
6. Once paid, the Special Order is closed and a sales ticket is created.

1. Open the Special Order Page

Go to the Special Order page to view, search, export, and manage all Special Orders.

From this page, you can filter orders by:

• Date range
• Status
• Delivery Method
• Special Order number
  

2. Configure Special Order Settings

Click the menu button to open General Settings.

Here you can enter email addresses for notifications, including:

• New Special Orders
• Special Orders that require review
• Special Orders placed to vendor

You can also enable Notify customer when Special Order is received. When this setting is enabled, the customer will be notified once the item is received.

3. Create a New Special Order

To create a new Special Order:

1. Click the action button to create a new Special Order.
2. Select the customer.
3. Choose the Delivery Method: Delivery or Store Pickup.
4. Select the order frequency.
5. Add the due date if needed.
6. Add items to the order.
7. Click Save.

4. Add Items to the Special Order

Use the search field to add products by:

• Product name
• SKU
• Code
• Tag
• Keyword

The item grid shows:

• SKU
• Product name
• Brand
• QOH
• Qty on order
• Qty
• Price
• Total

You can also add notes or logs to the Special Order for internal tracking.

5. Use Recurring / Subscription Special Orders

Special Orders support recurring orders. In the frequency field, choose:

• Day
• Week
• Month
• Year
• One-time

This is useful when a customer regularly orders the same item.

6. Place the Order with the Vendor

After the Special Order is created, place the order with the vendor using one of the following options:

Option 1: Using PO

Select this option if you are placing the vendor order through the Franpos Purchase Order workflow.

Option 2: Order Directly

Select this option if you are ordering directly from the vendor’s website, portal, phone, or another outside method.

Once the order is placed, the Special Order status is updated to Ordered.

7. Receive the Item

When the item arrives, receive it through one of the following methods:

• Purchase Order receiving
• Standalone inventory receiving

Once the item is received, the Special Order status will update to Received.

8. Notify the Customer

Once the item has been received, click Notify Customer to let the customer know the order is ready.

If the notification setting is enabled, the system can notify the customer automatically after the item is received.

After the customer is notified, the status changes to Notified Customer.

9. Charge or Checkout the Customer

After the customer has been notified, the order can be paid in two ways:

Charge Customer

If the customer has a card on file, you can charge the customer directly from the Special Order screen.

Checkout on Register App

You can also checkout the Special Order from the Register app and accept any supported payment method, such as credit card, cash, gift card, or other available tenders.

Once payment is completed:

• The Special Order is marked as Closed.
• A sales ticket is created.
• The ticket includes the order details like a regular sale.

Special Order Status Flow

Notes and Logs

The Notes/Logs section records important activity on the Special Order, such as:

• Special Order creation
• Order placed with vendor
• Customer notification
• Internal notes added by staff

This helps the store track the full history of the Special Order.