> ## 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.

# How to order in the online store

> The steps a customer takes in the online store, from the search on the home page to the order confirmation, and where the order then shows in admin.

> [card] [Open in TWICE Admin](https://admin.twicecommerce.com/orders)
>
> orders

Place an order in the online store the way a customer does, from the search on the home page to the order confirmation. Use it to guide a customer in store or by phone. [Online store](https://www.twicecommerce.com/docs/concepts/sales-channels/online-store.md) explains the storefront's pages, store selection and booking panel.

## Prerequisites

> [!WARNING]
>
> **Required permissions:** none in the storefront. Finding the order in admin afterwards needs `orders:order` in view, which all four system roles hold. See [Users & Roles](https://www.twicecommerce.com/docs/settings/users-roles.md).

> [!NOTE]
>
> **Have ready before you start:**
>
> * **Your storefront's address**, the one customers open. See [Domains](https://www.twicecommerce.com/docs/settings/domains.md).
> * **The customer's dates**, for anything booked or rented.
>
> The labels below are the storefront's defaults. Your theme, translations and checkout settings can rename a label, hide a search filter or leave out a step. See [Steps & sections](https://www.twicecommerce.com/docs/settings/checkouts/steps.md).

## The walkthrough

**1. Pick the dates**

On the home page, click **Pick-up** in the search bar. Pick the first day in the calendar, then the last day. The calendar closes and the dates show in **Pick-up** and **Return**. Leave them empty to search without dates.

![The home page search bar with the Pick-up and Return fields and the open calendar highlighted](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-order-online-01.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=228d742c835461af3b456af1882a2df3)

**2. Narrow the search**

Open **Collection** to search one collection rather than **All Collections**, and **Locations** to tick the stores the customer can pick up from. Both are optional, and without a location the search covers every store. Click **Search** at the end of the bar. The results page opens.

![The search bar with the Collection and Locations fields and the Search button highlighted](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-order-online-02.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=1e40b9a58872a42eb8e5ba866d4ce481)

**3. Open a listing**

The results list what the store offers on those dates, in the collection and stores chosen. A listing that is fully booked on the dates can still appear, and its own page shows what is free. Click a listing's card to open it.

![The search results with the active filter chips and one listing's card highlighted](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-order-online-03.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=8c2ffa25857ed89411fec371fddd5e0e)

**4. Pick the times**

On the listing page, **Booking dates** shows **Pick-up** and **Return** with the dates from the search. Pick a time for each. If the listing shows **Booking options**, choose one first. If the listing is also sold outright, click **Book from** first to open the booking panel.

![A listing page with the Booking dates and the Pick-up and Return times highlighted](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-order-online-04.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=01b6421da00e577a39eb48a1a0380640)

**5. Choose add-ons**

Select the add-ons the customer wants under **Also book**, or under **Also buy** for add-ons that are sold, and set each quantity. A required add-on is included already. Skip this step when the listing has no add-ons.

![The add-ons section of a listing page with one add-on ticked and its quantity highlighted](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-order-online-05.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=851836310b0cf4d16d4615a72b69ed09)

**6. Add it to the cart**

Click **Book for** and the total at the bottom of the booking panel, or **Buy for** and the price for an item sold outright. The **Added to cart** panel opens on the right. Click **Go to cart** in it.

![The Added to cart panel with the Go to cart button highlighted](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-order-online-06.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=a61adbe43d4777647a2525ce8157744a)

**7. Choose the pickup store**

Above the items in the cart, click the card reading **Select a pickup store**. The **Select store** panel marks each store **Cart available** or **Cart unavailable**. Click **Select** on an available one. The card then reads **Pick-up from** and the store's name. A single-location store picks it for you.

![The cart on a single-location store, with the pickup store card already reading Pick-up from and Cart available](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-order-online-07.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=198b8cd4ce9571e11ff74f47147b3d15)

**8. Go to checkout**

Click **Checkout** at the top right of the cart, or in the bar at the bottom of the screen on a phone. Checkout opens on its first step, with the steps named across the top. If no store is chosen yet, the **Select store** panel opens first.

![The cart with the Checkout button highlighted](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-order-online-08.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=55c1e3a4d8ac453e3706d8868a550c63)

**9. Check the delivery details**

On **Delivery**, check that **Collect from store** is followed by the right store's name and address, and that **Pick up & return** shows the right dates and times. Click **Continue** at the bottom of the step.

![The Delivery step of the checkout with the step, the pickup store, the pickup and return times and Continue highlighted](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-order-online-09.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=9902bdff3dfbe08ff0280ede164598dc)

**10. Enter the contact details**

On **Contact details**, enter the customer's details: by default first name, last name, email address and phone number. Tick the consents the store asks for, because a required one blocks the step until it is ticked. Click **Continue**. A listing that needs more information adds an **Additional details** step next.

![The Contact details step filled with stand-in details, with the heading, the consent checkbox and Continue highlighted](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-order-online-10.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=00b847b75d496e001d7c15579c2ba590)

**11. Pay**

On **Payment**, choose one of the payment methods the store offers and fill in what it asks for. An online method ends in a button reading **Pay** and the amount. A method that charges nothing online ends in **Confirm**. Clicking either places the order.

![The Payment step with the card method selected, its empty card form and the Pay button highlighted](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-order-online-11.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=88137807ce6f0dffc8370e3d1b5625db)

**12. Read the confirmation**

The **Order confirmation** page opens once the payment goes through. Give the customer the number under **Order reference**, which is what you search for in admin. TWICE also emails the customer a confirmation while the storefront confirmation email is active under **Settings → Emails**.

![The order confirmation page with its heading and the order number highlighted](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-order-online-12.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=10fe5acf48567af2b27a10faf77f80c3)

## How do I know it worked?

* **The confirmation page shows an order reference.**
* **The order is in Orders.** Type the reference in **Search all orders** in TWICE Admin. The order sits at the pickup store's location, with the dates, items and add-ons the customer chose.
* **The customer has a confirmation email**, while the storefront confirmation email is active under **Settings → Emails**.

## Troubleshooting / common pitfalls

> [accordion] A listing in the results cannot be booked for the dates
>
> The search lists what the store offers on those dates, and a fully booked listing still appears. Pick other dates on its page or open another listing. See [Listing availability](https://www.twicecommerce.com/docs/concepts/catalog/availability.md).

> [accordion] The chosen store shows Cart unavailable
>
> That store cannot supply everything in the cart for those dates. Choose a store marked **Cart available**, or change the dates or the items. See [Online store](https://www.twicecommerce.com/docs/concepts/sales-channels/online-store.md#store-selection).

> [accordion] The order is not in Orders
>
> The table lists only the orders of the locations selected in the top-left corner of the admin, and the order sits at its pickup store. Add that store to the selection. See [Work the day's pickups and returns](https://www.twicecommerce.com/docs/guides/orders/daily-pickups-and-returns.md).

## Related articles

> [card] [Online store](https://www.twicecommerce.com/docs/concepts/sales-channels/online-store.md)
>
> The storefront's pages, store selection and booking panel.

> [card] [Checkout steps and sections](https://www.twicecommerce.com/docs/settings/checkouts/steps.md)
>
> What each checkout step shows, and how to change it.

> [card] [Listing availability](https://www.twicecommerce.com/docs/concepts/catalog/availability.md)
>
> Why a listing can or cannot be booked for the dates.

> [card] [Set up the online store](https://www.twicecommerce.com/docs/guides/sales-channels/set-up-the-online-store.md)
>
> Launch the storefront and connect your domain.


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