Day one at the counter

Print this page and keep it at the counter. It covers one shift and nothing beyond it, so hand it to someone on their first day and let the area guides wait until their second week. Select your own location in the location picker before anything else. Create Order reads that selection: with one location it creates the order there, with several it asks which one first, and with none it does nothing at all.

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Before the shift starts

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Take the order

Do the customer first when they are paying by link, because the link needs an email address to send to. Search for an existing record before creating one: an email address belongs to a single customer, and a second profile splits one person’s history in two. Leave the physical units alone. The listing’s own rules pick them, and a line whose stock section reads No fulfillment rules configured is a catalog job for a manager rather than something to fix at the counter.

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Take the money

All three sit behind the Payment button on the order. Payment is tracked apart from status, so an order can go out Unpaid and stay that way until someone collects. Read Take payment and deposits before your first deposit. What Reserve deposit does depends on whether the order has a saved card, and the two outcomes settle very differently at the end.

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Hand it over

Select the items and use Mark as. Ready is for goods picked and waiting behind the counter, and Fulfilled is the handover itself. For a whole order leaving at once, move the status chip from Open to In progress and confirm Start this order. That sets the status and marks every eligible item Fulfilled in one action.

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Take it back

Mark each unit Mark as → Returned on the Stock Items tab. Returns are recorded per unit, which is what makes a partial return possible at all. Expect the order chip to stay Fulfilled afterwards. It answers “did this go out”, not “is it back”, so read the per-unit states on Stock Items when you need to know what is physically on the shelf. Set the status chip to Closed once everything is settled. The Close this order dialog offers to mark booked items Returned and eligible items Fulfilled, both off by default. A closed order is read-only and can be reopened.

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When the return goes wrong

Nothing flags a late return. TWICE Commerce has no overdue badge, no notification and no automatic late fee, so an order a week past its end date looks like any other row. The saved view is the only thing that surfaces one, which is why somebody opens it every morning. Pass anything beyond this to a manager rather than improvising. Handle a return carries the full set, and a late fee or a damage charge is a figure a person decides rather than one TWICE Commerce computes.

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Done when

• A new employee has taken an order from Create Order to Closed unaided, on a real listing and real dates.
• They have collected by the route your counter actually uses, and can say which one leaves the customer without an automatic email.
• They have marked one unit Returned and read the state off the Stock Items tab rather than the order chip.
• They have opened the saved view once and named what they would do with an overdue row on it.
• They know who on shift can capture a deposit, and found the name without asking.

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