Customer Order (POS) / Terminal

This blog will cover the POS and Terminal view for the Desktop version of ServiceWorks. For the iPad / Android Tablet version, click HERE

By using the POS or terminal within ServiceWorks, you can sell items from your inventory, much like a typical storefront POS system. Here’s a tutorial on how to access and utilize this feature within your ServiceWorks account:

Enabling Permissions

Before using the POS system, you will first need to ensure that permission to create orders and use the terminal is enabled for your user roles. To do so, click on the cogwheel in the right-hand corner to open the Configuration tab. Once opened, navigate to Admin -> Permission

In the permission menu, select the role you wish to enable this permission for in the first drop-down box, and set the second box to Order. In the order settings, you can enable both the POS module and the terminal version. Once enabled, press Ctrl + F5 to reload the page settings to view the Order column in the toolbar.

Customer Order (POS)

To access the Customer Order menu, hover over the Order section of the toolbar and select POS from the dropdown

Within the Customer Order menu, you’ll have the following options:

1. Export – Use this list to select and export your customer orders into a .txt file (click for more info on exporting customer orders)
2. New Customer Order – Click this button to create a new customer order
3. Customer Order Search – This section can be used to find existing customer orders by using the various filters available.
4. Clear / Print Orders – You can use the clear link to clear all information entered within the search fields, and the Print Orders button to print off selected orders
5. Select Action – When clicked, allows you to change the status of selected orders. You’ll have the following options: Collections, Delivered, Fufilled, and Pending

6. Order List – Here you can view a list of existing customer orders. Orders can also be selected using the checkboxes on the left hand side to perform some of the actions previously listed

Creating a Customer Order

To create a customer order, click on the New button from the Customer Order menu

Customer Details

In the customer details section, you can enter various information about a customer or pull up previously entered information on an existing customer

1. Is Sub-Customer: Allows you to mark this customer as a sub-customer
2. iCal Sync: Sync the customers current information with an iCal calendar
3. Tax Information: Use the dropdown to select the current tax rate for this customer, or mark them exempt from taxes using the Tax Exempt checkbox
4. History: If this is an existing customer, you can use the history tab to view all past and future jobs and estimates with this customer
5. Customer Info: Enter the customer’s name, company name, email, and primary & secondary phone number. Existing customers will also populate in this field as you begin to enter their information
6. Account No.: Enter an account number for the customer here. By default, the customer’s account number will be initially set to their primary phone number. To edit this, use the pencil icon next to the account number field.
7. Account Balance: If this is an existing customer, you can view their account status, such as credit limit, amount paid and amount due. You can also use the Payment Details button to view previous payment information
8. Additional Information: Opening this panel will display any Customer Custom Fields created within your ServiceWorks account
9. Customer Note: Enter notes for the customer in this field
10. Address Field: Enter the customer’s address in this field. The Name, Email, and Phone number should auto-populate from the fields above, as should the address when entering. (Note: if address location is not mapped or incorrect, click here to learn more about using coordinates.)
11. Type: Determine whether or not the customer’s address is the Billing address, Shipping (Customer) address, Both, or an additional pickup address. Use the +Add New Address link to add more addresses for the customer, as well as the delete icon to remove addresses.

Order Details

In the Order Details section, you’ll be able to enter details pertaining to the items being sold

1. Select Sales Person: Use this drop-down box to assign a Salesperson to the Customer Order (Note: Only users with the role of SalesPerson will appear in this list.)
2. Order / Estimate Toggle: This toggle can be used to determine if this transaction is an order or an estimate. When an estimate is selected, the option to collect payment is removed and an expiration date for the estimate can be set
3. Add Bundle / Item: Use this link to add additional items or bundles to the order
4. Search Catalog: Use this button to open up the search catalog tab, allowing you to search for items to add to the order based on various descriptions
5. Item Information: Enter information on the item being sold here. You can also determine parameters such as the item location, serial number, bin location, or add custom or preset discounts to the item.
6. Other Charges: View and add additional charges to the order here (more info on other charges)
7. Note: Enter notes related to the order within this field
   

In the more section, you’ll have the option to view two tabs, Charges & Payment and Schedule

Charges & Payment

In this section, you’ll be able to review the items added to the order as well as manage payments

1. Item: View the total charges for items and other charges on the order. You can also add additional discounts and edit the date of sale.
2. Total: This section will show a complete list of all charges accrued in this order, as well as the total amount due for the order
3. Payment: Enter information related to the customer payment here. You can select one more payment methods if needed
4. Clear Payment / Pay Now: Use this button to confirm and submit any payment information previously entered
5. Back / Order: Use the back link to return to the previous menu, and the Order button to submit your customer order.

Note: If you’ve chosen to submit this order as an estimate, the payment related options will not be visible in this panel

Schedule

The Schedule section can be utilized for services rendered that require a delivery or a technician to be present, such as an estimate or an installation

1. Start Date: Select the date on which the service will occur
2. Time: Use the drop-down box to select a time between AM, PM, All Day, Specific Time, and Time Range from within your ServiceWorks account
3. Duration: Enter the desired duration for the scheduled visit in hours and minutes
4. Professional: Use this link to assign a professional to the scheduled visit
5. Opt Out: When clicked, this will exclude this scheduled visit from optimization
6. Trip Note: Enter notes about the trip in this field
7. Calendar: You can also use the calendar view to see other scheduled appointments at a glance, as well as create schedules by clicking in the sections

The basic workflow for using the Customer Order menu would be as follows:

Click New Order
Gather The Customers Information in Customer Details
Add Inventory Items To Be Sold in Order Details
Collect Payment From The Customer in the More Panel
Schedule a Technician to deliver the order (or opt to do this at a later date)
Click Order to Submit The Order.

Terminal

In addition to the standard version of the POS module, you can also access Terminal, a simplified view of the POS module much like a checkout at a store. Here’s a quick tutorial on how to use this section:

To begin, hover over the Order section within the toolbar and select Terminal from the dropdown

When clicked, you’ll be taken to the Order menu. To create a new order from this menu, click the New Order button

Using the item search field, you can enter either item numbers or descriptions to pull up inventory. You can also use the barcode icon and a scanner to scan your inventory items for sale

Once you’ve begun to pull up items, you can add them to the order by clicking the Add button. Once added, you can edit the quantity of the item in the right panel.

Next, you can create or add an existing customer account in the order using the Add Customer function

You can add customer information in the Customer Details tab

Enter information about their billing address in the Billing Address tab

View and fill out Customer Custom Fields in the Additional Information section

Or use the Notes section to keep any important information about the customer handy

Alternatively, if the order is for an existing customer, their information will begin to populate into the field as you type in their information.

When finished creating or searching your desired customer, click Update Customer to continue with the order

Below the item list, you’ll see a few amounts related to the items being sold: Subtotal, Tax Rate, and Order Discount

In the Discount section, you can click the “+” to add a new discount to the total price

You can use the dropdown to apply any preset discounts you may have created, or use the toggle to select between a percentage discount

Or, when clicking the toggle for percentage, you can instead add a flat-fee discount to the order. Once you are satisfied with your selection, click Continue to complete the transaction

Payment Methods

Now that you’ve added and confirmed the items to be sold, you’re ready to begin collecting payments. You’ll see an overview of the total cost of items, taxes, and any additional charges accrued. Here’s how each payment view will appear in the terminal:

Cash

With cash payments, you can enter an amount in the Amount Paid field, and it will calculate any change needed below in the Change Back column.

C.O.D. (Cash On Delivery)

With the COD option, you can log any payments made upon delivery. (Note: You can apply payments to this order at a later date if the delivery process happens on a separate date from the purchase.)

Credit Card

With credit card payments, you can enter the card information of the customer to pay for the order. A Sync Payment option is also available for customers with their card already on file.

Store Credit

With the store credit option, you can pay for an order using credits accumulated on the customer’s account

Check

With the check option, you can enter information from a paper check to pay for the order. You’ll also have the option to submit a photo of the check for recordkeeping

Other

Use this field to capture any other accepted methods of payment through your business. You can leave a note referencing the amount or how the order was paid

Once you’ve selected your desired method of payment, you can then determine the following delivery options:

With the Carry Out All option, you’ll signify that the items on this order, once paid for, will be leaving your store by having the customer carry the items out

With the Pick Up All option, you can select an inventory location, pickup time, and date in which the customer can go and retrieve their items (learn more on pickup delivery HERE)

And with the Ship All option, you can opt to send the purchased items directly to the customer’s address or an address of their choosing.

Once you’ve selected and entered the shipping details, your order will be complete!

At the end of each order, you’ll be presented with a receipt that can either be printed or emailed to the customer.

Note: Items set to Carry Out All or Ship All will be deducted from your inventory, and items set to Pick Up All will have the item’s status set to Allocated until the item has been marked as picked up

Clearing, Refunding, and Voiding Terminal Payments

Clearing Payments

In the case of a situation where you’d wish to clear a recorded payment method at the terminal, follow these steps:

Within the payment method section, highlight the method of payment you wish to clear and select Clear Payment

Next, you’ll be prompted to confirm that you want to clear the selected payment, click Yes to continue

And finally, you’ll be presented with the option to enter a note in reference to why the payment was cleared. When finished with your entry, click the Clear Payment to finalize the removal of the payment from the order.

Note: You can only clear one payment method at a time, you’ll need to complete this step multiple times to clear multiple payments

Refunding Payments

In addition to clearing payments, you can also refund the payment amount. Be advised that you can only refund payments via Cash, Credit Card, or Check. To begin the refund process, click the Refund button in the payment method section

An example of cash refunds:

An example of Credit Card refunds:

And an example of Check refunds:

Voiding Payments

You can also void orders as they’re being created within the POS terminal. To do so, click the Void button on the right side of the terminal menu

Once clicked, you’ll be presented with a pop up detailing the conditions behind voiding orders with credit applied. Click Yes to confirm the voiding of the order

Once the order has been voided, you’ll be returned to the Customer Order screen, where the order is now highlighted green for easier visibility

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