> ## Documentation Index
> Fetch the complete documentation index at: https://www.twicecommerce.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.
# Day one at the counter
> Part of step 9. One shift in one page: take an order, put a customer on it, take the money, hand the goods over, take them back, and deal with a return that is late or damaged.
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.
## Before the shift starts
| Check | Why it matters |
| ------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------ |
| One location is selected | **Create Order** does nothing while the selection is empty |
| The person's role covers the money they will take | A Member cannot see the **Payments** tab. See the note below |
| A saved view for today's handovers and returns | Build it once, then open it each morning: [Work the day's pickups and returns](/docs/guides/orders/daily-pickups-and-returns) |
A Member can take money but cannot read it back or return it. The role holds every order permission except `orders:order_payments`, so the **Payments** tab does not appear for it.
Sending a checkout link, recording a manual payment and reserving a deposit all still work from the **Payment** button. Capturing a held deposit and refunding a payment live on the hidden tab, so both need Owner, Admin, Manager or a custom role that grants payments.
Name the person on shift who holds that role, or give the counter one that does. See [Users & Roles](/docs/settings/users-roles).
## Take the order
| Do this | Where |
| --------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Create the order | **Orders → Create Order**, or press `a`. It saves the moment you press it, with an **Open** status and nothing on it |
| Put the customer on it | **+ Add → Customer**. Search the drawer and press **Add selected**, or press **Create new customer** to make the record without leaving the order |
| Set the dates, then add the items | **+ Add → Listing** opens **Add a listing**. Fill **Reserve from** and **To** at the top first, because they drive the availability the table below them shows |
| Add each line | Press **Add** on a row, or tick several rows and press **Add selected** |
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.
## Take the money
| Route | Use it when |
| ---------------------- | -------------------------------------------------------------------------------------------------------------------- |
| **Send checkout link** | The customer pays on their own phone. Set the amount and the recipient **Email** |
| **Manual payment** | The money is already in hand, from cash or a terminal outside TWICE. Record **Amount to pay** and **Payment method** |
| **Reserve deposit** | A deposit is being held. Offered only when the line items carry one |
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](/docs/guides/orders/take-payment) 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.
## 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.
## 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.
## When the return goes wrong
| What happened | What to do |
| ----------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Part of it came back | Mark back only what arrived. The rest stays **Fulfilled**, which is what an open partial return looks like |
| Something is damaged | Return it on the order anyway, then record the damage on the stock item and take that unit out of service. Nothing in the return step asks for a condition or a grade |
| The customer is overdue | Open the saved view, call them, and leave the order open until the goods are back |
| The charge is more than the deposit | Hand it to whoever holds payments. Capturing a deposit needs the **Payments** tab, and a charge above it is a second line item |
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](/docs/guides/orders/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.
## 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.
## Related articles
The launch step this guide belongs to.
Every option on the counter path, in full.
Checkout links, manual payments and the deposit round trip.
Building the saved view this shift runs on.
Late, damaged and partial returns in detail.
The customer record, when it needs more than a name.
Scoping the counter role so this page stays short.