How do I resolve Buy It Locally orders?

Order Notification

When an order is placed, you'll be notified via email or text per your notification setup.

Click the link in the email/text to open your order screen. You can also load your orders at any time from the Order History screen in your Locally dashboard.

You have eight business hours to reply to the customer. Within these hours, you will receive email and/or text notifications every 30 minutes until you confirm/deny the order. If you do not respond within eight business hours, the order will auto-cancel. Effective February 1, 2022, all auto-cancelled orders will be charged the 3.5% transaction fee.

When the order is auto-cancelled, both the store and the shopper will receive an email and/or text letting them know that the order has been cancelled due to the store not responding. Auto-cancellations are monitored and can affect your ability to continue to accept orders on the platform. If an online payment order is auto-cancelled, the customer's card will not be charged for the order.

Here is what the order will look like when it comes in. You will be able to see the order#, customer information, and the item (or items) being reserved/purchased.

Order Confirmation/Pickup for Reservations

Confirm the item
If you have the item, click to resolve this order request, confirm the order, and add any needed notes. Set the item aside for the customer to come and pick up.

If you do not have the item, uncheck the confirmation box and write a note to the shopper. Feel free to recommend an alternative product.

Item pickup
If the item is picked up, ring up the item as normal. Go back to the order screen and mark the item as picked up.

If the item is not picked up--please check that they didn't request an extended window--mark the item as not picked up and put the item back on the floor. The shopper will receive the not picked up notification.

Order Confirmation/Pickup for Purchases

Confirm the item

If you have the item, click to resolve this order request, confirm the order, and add any needed notes.

The shopper's card is charged when you confirm the order, and the charge to the shopper will show up on their credit card statement as being from your store. Once confirmed, the money is deposited into your Stripe account within 48 hours. You can load your Stripe dashboard here.

If you do not have the item, uncheck the confirmation box and write a note to the shopper stating you don't have the item. Stripe will release the hold on the shopper's card in 5-10 days.

Item Pickup

Create a new tender-type called Stripe or Locally and ring the sale up using that tender-type. Set it up to remove the item from inventory with the note that the payment will be from Stripe. Remember, we are collecting sales tax for you.

Inventory Offset

Locally prevents overselling with our Inventory Offset feature.

Here's how it works:

When an order is placed, Locally deducts that quantity from the quantity on hand last reported for the UPC in your inventory feed.
If this offset reduces the available quantity to zero, the inventory may still appear on-site, but attempts by shoppers to add that product to their cart will be blocked
The offset is released once your inventory feed syncs next. At that point, the quantity reported in your inventory feed becomes the new current quantity.

Currently, retailers utilizing real-time inventory integrations (RICS and Rain POS) are excluded from this feature.

Locally also supports special over-sell protection features for high-velocity product release events. Email [email protected].

Purchase Refunds

Full refundChoose one:

Locally order screen (recommended): load the Order History panel in your Locally dashboard and find and load the order (you can also use the link in the email notification you received for the order). Click initiate a refund, then choose the appropriate quantity to refund, and click refund this quantity.
Stripe: load your Stripe dashboard, find the payment, and click "refund" and insert the amount to be refunded. Learn more about refunding through Stripe here.

If you have set up a Stripe/Locally tender-type, remember to add the item back into your inventory.

Sales tax is automatically refunded when you issue a full refund. The 3.5% fee from Locally will be credited if the order is refunded within 30 days of the order being placed. The stripe transaction fee will not be credited.

Partial refundChoose one:

**Locally order screen (recommended):**load the Order History page of your Locally dashboard and find and load the order (you can also use the link in the email notification you received for the order). Click initiate a refund to start the process and enter the amount you'd like to refund.
**Stripe:**load your Stripe dashboard, find the payment, and click refund and insert the amount to be refunded. Learn more about refunding through Stripe here.

Sales tax is automatically adjusted, and the appropriate amount is refunded when you issue a partial refund.

Order Resolution

Two to three days after each order, you'll receive an email/text notification to set an order resolution status where you denote the outcome of the order. This includes a quick link to this screen. You must set the order resolution status within 30 days of the order being placed. The order resolution status can only be set once. If you change the status after setting it, the change will not be reflected on your bill.

Your fees are added up at the end of each month's billing cycle and charged as a single charge to your credit card 7 days later. Once the invoice has been generated, it cannot be changed, but a credit will be issued for the next month.

Here are your order resolution status options and associated fees:

The shopper purchased this item (and this item only): You will be charged for ROPIS or BOPIS

The shopper purchased this item and additional products: You will be charged for ROPIS or BOPIS on the item only, but we love hearing they purchased more!

The shopper showed up, but purchased another item: You will be charged for ROPIS or BOPIS on the original item.

The shopper showed up, but did not purchase anything: You will not be charged

No sale/the shopper did not show: You will not be charged

Note that the shopper sees this status.