Overview

This guide explains how to create, manage, and finalise Special Orders in Retail Edge. It covers both non-stock items and stocked sample items, from customer intake through to ordering, receiving, and customer pickup.

What is a Special Order

A Special Order is used when a customer orders an item that is not currently available for immediate sale. Special Orders generally fall into two categories:

• Items you only carry as a sample, have a SKU or design number for, and order on demand.
• Items not previously stocked, where the customer can only provide limited information and the item must be sourced from a supplier.

General Rules for Special Orders

• A Special Order must be linked to a registered customer.
• Special Orders cannot be processed using a Cash Customer.
• Intake is always started from the POS screen.
• Special Orders create a record that is later managed through Special Order Management.

Special Order Intake – Non-Stock Item

This scenario applies when you do not have a SKU or model number, the supplier is not yet confirmed, and the customer provides only a general description.

Start the Sale

1. Go to the POS screen and start the sale as per normal process.
2. Select the Salesperson and enter the Customer.
3. From the right side of the screen, select the Special Order option.

POS screen — select Special Order from the right-hand menu

Special Order button

Complete the Special Order Screen

Because this item is not yet identified, you must complete: Item Description, Type, and Description. Ensure the following options are selected:

• Price marked as Estimate
• Price Estimate = To Be Determined
• Need More Info = Ticked

Special Order screen — non-stock item intake

You can choose to collect a deposit or leave the Deposit field as 0. Click OK / Save & Close and finalise the transaction as normal.

Special Order Intake – Stocked Sample Item

This scenario applies when you carry the item as a sample and know the SKU, design number, and supplier.

Start the Sale

1. Go to the POS screen and start the sale as per normal process.
2. Select the Salesperson and enter the Customer.
3. From the right side of the screen, select the Special Order option.

Complete the Special Order Screen

Because the item is known, enter the following, then untick the Need More Info checkbox:

• Model / SKU
• Supplier
• Full Description

Special Order screen — stocked sample item intake

Click OK / Save & Close and finalise the transaction as per normal process.

Special Orders Management

Once orders are created, they are managed from the back office.

Accessing Special Order Management

1. From the Back Office, go to Services.
2. Expand Find on the left and select Special Order.

Back Office — Services → Find → Special Order

Filtering and Reviewing Orders

1. Enter the criteria required and click OK to view results.
2. Double-click an order to open it.

Special Order list — review and open orders

Ordering the Item

• Click Add to PO, or tick Ordered Externally to create a Purchase Order for the item.
• Click OK / Save & Close.

Order status bar

Important: This step does not submit the order to the supplier. You must follow your normal stock ordering process to submit the PO.

Completing a Previously Unknown Order

1. Research the item with your supplier and enter the Supplier and Design Number.
2. Tick Ordered Externally to create the PO, then click OK / Save & Close. The order status will change to Ordered.

Special Order screen — complete supplier and design details

Receiving the Special Order

1. Enter the Supplier Invoice as per normal process.
2. If the item was not previously stocked, create a new stock item during invoice entry.

Stock Allocation Prompt

Retail Edge will prompt you to choose where to allocate the stock. By default, Retail Edge allocates the item to the customer.

Stock allocation prompt — allocate to customer or store location

Click OK / Save & Close and complete the invoice.

Finalising the Special Order

Once received, the Special Order status changes from Ordered to All Here. Notify the customer that the item is ready for collection.

Special Order showing All Here status — ready for customer pickup

Process the pickup the same way as repairs, custom orders, and laybys.

Status bar showing order progression

Best Practices

• Always link Special Orders to named customers.
• Use clear, descriptive item notes for non-stock items.
• Do not submit POs until all details are confirmed.
• Regularly review Special Order Management to avoid delays.
• Follow standard receiving and invoicing procedures.

Summary

Special Orders in Retail Edge provide full visibility from customer request through to ordering, receiving, and pickup. Using consistent intake and management processes ensures accurate tracking, customer satisfaction, and clean reporting.