Getting Started for Merchants

IN THIS GUIDE

What Order Desk Does
Integrations
Folders
Rules
Templates
Splitting & Dropshipping Orders
Inventory
Tracking
Important Guides
FAQ

What Order Desk Does

Order Desk is an order management app that can be customized to support your unique workflow. 

With nearly 200 integrations to connect to, you can link your shopping carts, fulfillment services, printers, shipping apps and more to Order Desk so all of your orders can be managed from this one convenient place.

Set up your Order Desk store to handle, edit, split and move orders exactly how you need them processed. Keep track of your inventory, send tracking updates back to your shopping carts, send out custom email notifications and create your own customized documents such as receipts, invoices and packing slips.

Use Order Desk to automate your workflow so you don't have to spend hours doing it all yourself.

Order Desk can't do everything, but it gets pretty close.

Integrations

Integrations are third party services that Order Desk has built a connection to, allowing us to communicate with each other. Shopping carts send orders to us, and we send fulfillment details back to them. Fulfillment services accept orders from us and send fulfillment details back to us. 

Keep in mind that integrations are exactly not an open line of communication between parties but are more like a hand-off of information at a specific point. For instance, if an order has already been sent to Order Desk from a shopping cart, updates made to the order in the cart will not show up in Order Desk. Updates will need to be handled in Order Desk at that point.

To get started, connect to any integrations you need. This can be done from the Manage Integrations link in the left sidebar. When you've connected to some integrations, you can begin pulling in orders and setting up your integration preferences so you can send orders where they need to go quickly and efficiently.

Many integrations have help guides with information about the details and options available. Search this help site for your integration(s) to see if a guide exists so you can learn more.

No integration? No problem!

Maybe you need to get orders from a shopping cart or send them to a fulfillment service but we don't have an integration with the services you need. Typically this isn't a problem. You can still automate as much of the process as possible using import and/or export templates.

Import templates let you import orders from a spreadsheet. Have a shopping cart we aren't integrated with? If you can download a spreadsheet of your orders there, you can import them into Order Desk.

Export templates let you export orders to a third party either through email or FTP. You can set these up to run automatically, so once the setup is done, the exported file will be pushed if orders are there to be sent, much like how an integration works.

If you export your orders this way to a third party fulfillment service, they can send a file back with the shipment details, to be added to your orders.

Folders

Folders let you sort and filter your orders when they are in Order Desk. This helps you keep tabs on each order, its status and/or location and whether or not there are any issues that need to be addressed. You can create as many folders as you need and move your orders through the folders in a workflow that you choose, so you should always know what is happening with an order based on the folder it is in.

You can adjust your integration settings and/or use rules to move orders to folders based on the events that have happened to them. For instance, when you send an order to be fulfilled, it can be moved into the Prepared folder. When tracking details are sent back, it can be moved into the Closed folder.

For more information on working with folders, read to the Working with Folders guide.

Rules

The Order Desk rule builder is a powerful and customizable tool that lets you tell Order Desk exactly what to do with your orders based on the conditions you need to use. 

If you want to split orders, move orders, submit orders, email customers or vendors, add an item to your order (such as a gift), create a PDF, change the shipping method, add a timestamp, or do any other number of actions, you can make rules that will do this automatically for you.

For more information on the rule builder, read this  Order Desk Rule Builder guide.

Templates

Create custom email templates for any event in your store. You can send emails to your customers, your vendors, your team or to yourself, and with Order Desk's rule builder, you can set these up to go out automatically. See the Working With Email Templates guide for more information.

You can also create custom receipt, invoice or packing slip templates for your orders. Need a PDF of that document? You can do that too.

Splitting & Dropshipping Orders

If you work with more than one fulfillment service or vendor, you fulfill some items yourself and dropship others, or you only need to fulfill certain items through Order Desk and can ignore the rest, you will need to split your orders to make sure each item in an order goes to the right place. 

For Shopify or BigCommerce merchants, we've got a quick and straightforward way to split orders before they even import into Order Desk. You can learn more about this in the split by vendor for Shopify or BigCommerce guides.

For other shopping carts, you'll need to split your orders using the rule builder. Follow the instructions in this How to Split Orders guide for how to set up your split rules.

Once split, you can set up rules to submit the split orders to the appropriate shipping or fulfillment integration, or, if you're sending any orders to someone not integrated with Order Desk, use rules to email or move orders for export.

Inventory

Order Desk is technically not an inventory management tool, however, it does come with some inventory management features. As long as your products each have unique SKUs, you can add them to Order Desk and let the app keep track of your stock counts, as Order Desk can pull inventory counts from your fulfillment services and send them to your shopping carts.

You can add extra item details to your products directly in Order Desk, and even split orders based on details about your inventory. Use the Inventory Helper integration to keep track of your stock and send notifications when it's time to re-order.

For more information on working with inventory in Order Desk, see the Inventory Details guide and the Inventory Counts guide.

Tracking

When an order is fulfilled, Order Desk will pull the tracking number and shipment details back in from the fulfillment service integration and update the order here.

If you are sending your orders to a third party service, they can send tracking numbers  back in a spreadsheet, and these will be imported and added to your orders here in Order Desk.

Every shopping cart integration is unique, so there may be some differences in how (or if) the tracking number can be sent back. In most cases, if you configure your store for it, the order can be updated in the shopping cart, marked as competed, and the shopping cart can notify your customers that the order is fulfilled.

Order Desk can also be configured to notify your customers when their orders ship. Follow these instructions for setting this up in your own store.

Important Guides

Many of these guides are linked throughout this article, but here is a comprehensive list of Order Desk help guides to show you around the app and help you set up your stores:

  • Getting Started: General getting started guides that provide an overview of the app. Learn how to connect to integrations, add inventory, work with folders, submit orders, and get some tips on working with the rule builder.
  • Store Settings: You've got options. Learn what they are and how to set your preferences.
  • Working with Inventory Details: See this guide for information on the different ways to work with inventory in Order Desk.
  • Working with Inventory Counts: If you need to manage inventory counts in Order Desk, this guide covers how it works and provides some tips and special features.
  • Product Code Match, Skip and Replace: Need to swap a SKU, match a SKU, replace a SKU or work with bundles and kits? Read how in this guide.
  • Sync Item Details Into Orders: If you have details saved to your inventory items in Order Desk that you need added to your orders, learn how to sync your inventory in this guide.
  • Inventory Helper: Use the Inventory Helper integration to tell Order Desk when to send inventory re-order notifications.
  • Add an Item to Order with Rule: Use a rule to automatically add items to your orders.
  • Shipping Class Match: Set shipping preferences in each fulfillment integration so orders are sent through with the right info. If this is not set up, your default method will be used, which may not be what's on the order, and can be unexpectedly expensive. Please read to this guide for information.
  • Imports: Import files of orders, shipments or inventory into Order Desk.
  • Exports: Export any order data in the format and layout you need. Send files to yourself, to third parties or use them to create custom reports.
  • How to Split Orders: Instructions on the different methods for splitting orders once they are in Order Desk.
  • Splitting & Dropshipping Orders: Overview on how to split orders and send to separate vendors.
  • Working with Email Templates: How to work with emails using Order Desk.
  • Send Tracking Info to Your Customers: If you need to send customers tracking information as their orders ship, do so with Order Desk following the instructions in this guide.
  • Customizable Receipts/Order Documents: Create your own customized order documents such as receipts, packing slips and invoices.
  • Creating PDFs: Instructions for creating a PDF from a receipt template.
  • Common Errors: A list of the most common errors from integrations.
  • Multiple Stores on One Account: Learn how to set up and work with multiple stores on one Order Desk account.
  • Store Users & Permissions: Learn how to add users to your store and set the permissions you want to give to them.
  • Canceling an Order: Not every order can be canceled or handled the same way in Order Desk. Read this guide for integration specifics as well as general advice on working with canceled orders.
  • Returns: Advice on how to handle returns in Order Desk.
  • Shopify Risk Scores for Fraudulent Orders: If you use Shopify and want to monitor your orders for potential fraud, follow the instructions here to find out which orders are potentially problematic.

Don't forget to search the help site for guides about your specific integration(s). If available, more information will be provided in the integration guide.

FAQ

Do I really have to pay for all of my orders?

Yes. Order Desk has a per order fee for every order, regardless of where it came from or what happens to it once it is here. This includes orders that were duplicated, split, copied from one store to another, created manually, and orders that are not worked on or fulfilled once here. 

The per order fee ensures everyone is covering a portion of the usage and storage costs associated with their store's activity.

Some integrations have filters in the download settings to let you control which orders are downloaded.

What if I have more than one account or store for a single integration?

You can connect to as many integrations as needed to a single Order Desk store, but if you have multiple accounts or stores with one integration, these will require a separate Order Desk store for each. See the Multiple Stores On One Account guide for more information.

The only exception to this are with the Amazon  Marketplace and FBA integrations, where each region acts as a separate integration and can be connected to the same Order Desk store.

Does Order Desk push listings/products to carts?

No, Order Desk pulls orders from shopping carts, and, depending on the integration, can pull some product details in as well. Order Desk does not push products or product listings to shopping carts.

What's the difference between reports and exports? Your reports don't give me the information I need; can you make them better?

The reports section in Order Desk is meant to be a quick way to get more information about your orders or your store. While we are always adding new features to Order Desk, including occasionally improving our reports feature, if you want details or customized reports, you will need to create an export template instead.

With an export template, you can export any data that is in your orders, giving you even more control and more options than the reports feature does. Take your exported file into a spreadsheet program of your choice to further analyze the data.

I have stores in different countries. How do you handle different currencies? Can I have them all in one store?

You can set your store currency and locale in  Store Settings. Order Desk doesn't support multiple currencies in a single store, so if you want to keep currencies separate, you will need to create separate Order Desk stores for each currency you work with.

If you would like to copy orders from one store to another and convert the currency in the process, use the Adjust Order Prices action in the rule builder.

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