Sales Orders & Fulfilment — sales order management and fulfilment software
Sales Orders is the fulfilment side of selling. It takes what the customer agreed to in CRM or bought on your online store and runs it through credit check, stock reservation, deliveries, returns and invoicing. It suits trading, distribution and retail businesses in the Gulf that track orders in spreadsheets or a shared inbox. It is installed together with CRM, Inventory, Accounting, the customer register and Products & Online Store, because each order draws on all five.
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Step-by-step guides for every role
101 features in 12 areas · works with 13 other modules · 5 team workflows
Full feature list
Create and price orders
Write an order for a customer in one form, with prices, taxes and the selling branch filled in for you.
- Create a sales order by hand — Choose the customer, add one or more product lines and save. The order starts as Pending. The form will not save without a customer and at least one line, and the message says what to add. Currency, branch and notes are optional.For: Order clerk, CRM administrator, Sales manager, Account executive
- Pick the customer by name, code or tax number — Search the shared customer register by name (English or Arabic), code or tax registration number. Picking a customer fills in the customer's currency and links the customer's CRM account, so account price books can apply.For: Order clerk, CRM administrator
- Create a missing customer without leaving the form — If the customer is not in the list yet, add them from the picker (a name and, if known, the tax registration number) and carry on with the order. Offered only to people who may create customers.For: Order clerk
- Pick products by name, with variants — Search the product catalogue and choose the exact variant, such as the red, large one. The line keeps the product name and code as they were when the order was written. The picker needs permission to view products; people who may create products can add one from it.For: Order clerk, CRM administrator
- Prices filled in from the catalogue — Choosing a product asks the catalogue's price engine for the price this customer should pay on the sales-orders channel, so customer price lists and discounts apply without retyping.For: Order clerk, CRM administrator
- See which rule priced each line — Each line shows what set its price: a named price list, the base price, the quote it came from, the online store, or Manual. The list price is kept beside the price charged, so a discount stays visible later.For: Order clerk, Sales manager
- Type your own price when you need to — A price you type is kept and marked Manual. If the catalogue cannot answer, a typed price still goes through; a line with no price at all is refused with the reason.For: Order clerk, CRM administrator
- Line discounts — An order made from a quote keeps each line's discount, and the Copilot or the application programming interface (API) can set a discount percentage on a line; it comes off before tax. The on-screen order form has no discount box yet, so type the net price there.For: Order clerk
- Tax chosen from your own tax list — Pick the sales tax for a line from the taxes set up in Accounting, or let the product's default tax apply; with no tax list yet you type a rate. The rate is copied onto the line, so later tax changes never rewrite an old order.For: Order clerk, CRM administrator
- Subtotal, tax and total worked out for you — Totals are recalculated from the lines each time you add or remove one, rounded to two decimals, in the order's currency.For: Order clerk, Sales manager
- Add or remove lines while the order is pending — Pending orders can be edited line by line and the totals follow. Once an order is confirmed its lines are locked.For: Order clerk, CRM administrator
- Currency follows the customer — A new order uses the picked customer's currency, otherwise the company's base currency, and you can type another. Each order keeps its own currency code.For: Order clerk, CRM administrator
- Automatic order, delivery and return numbers — Orders are numbered SO-year-six digits (for example SO-2026-000123), deliveries DLV-year-six digits and returns RMA-year-six digits, where an RMA is a return merchandise authorisation. A number already in use is skipped, so saving an order does not fail on a duplicate. The format cannot be changed in settings.For: Order clerk
- Start an order from a won deal — On a won deal in CRM, Create order opens the new-order form with the deal, account and currency already filled in; choose the customer, add the lines and save. If the deal already has an order, the button becomes View sales order.For: Order clerk, CRM administrator
- The customer's PO number, addresses and Incoterm on the order — Each order carries the customer's own PO number and date, the payment terms (the customer's own term is preselected, else the company's default), a bill-to and a ship-to address, an Incoterm with its named place, and who receives the goods. Picking the customer fills bill-to and ship-to from its default billing and shipping addresses; change the ship-to to a one-off site address without touching the customer's record. The delivery page shows where it goes, the contact and the PO number, and the PO number becomes the reference, and the payment terms the terms, of the invoice Accounting drafts.For: Order clerk, Sales manager
- Require the customer's PO number before confirming — A company switch (Settings, Commerce) refuses to confirm an order that has no customer PO number and says why; draft orders still save without one. It applies to every customer; a rule for single customers is not built yet.For: Sales manager, Tenant admin
Orders that arrive by themselves
Accepted quotes, won deals and paid online orders can become sales orders without anyone retyping them.
- Accepted quote becomes an order with its lines — When a CRM quote is accepted, whether the rep records it or the customer accepts it on the customer portal, a Pending order appears with the quote's lines, prices, discounts, taxes, customer and selling branch. The person who recorded the acceptance is stored as the creator.For: Order clerk, Sales manager
- The same quote is not converted twice — Repeating or retrying a quote acceptance returns the order that already exists. An order made by hand from the same quote and the automatic path share one record of what has been converted.For: Order clerk
- Rental and subscription lines go to their own modules — If a quote includes rental or subscription lines and you hold Rentals or Subscriptions, those lines are left for them and the order carries the rest. A quote that sells only rentals or subscriptions makes no order.For: Order clerk
- Order drafted when a deal is won — Optionally, marking a deal won creates a Pending order with the account and currency, and the clerk adds the lines. Off by default; a tenant admin turns it on under Settings, Sales & invoicing.For: Tenant admin, Order clerk
- Paid online order becomes a confirmed order — When the online store records an order as paid (or cash on delivery promised), a Confirmed sales order is created with the product lines, variants, net prices and taxes, ready to pick and ship, and Inventory reserves the stock. Shipping charges are not order lines, and no credit check runs because the customer has paid or promised payment.For: Order clerk, Warehouse user
- Online order cancellations stay in step — If the shop cancels an order that had already reached Sales Orders, and it is not yet delivered, the sales order is cancelled and its reserved stock released. Cancelling the sales order of an online order cancels the shop order too. Neither direction refunds money: the shopkeeper refunds the customer.For: Order clerk
- Online orders arrive attributed — A paid order from the online store becomes a confirmed sales order with the branch the store sells from, the warehouse its goods leave from, the store's order owner and a promised date of today plus the company's lead time (2 days until changed in Settings, Sales & invoicing). The draft invoice is issued on the same branch. A store with no branch, warehouse or owner still sells; the Orders overview lists it as needing setup, with a link to the store, until an order arrives complete.For: Order clerk, Sales manager, Tenant admin
Confirm, credit control and cancel
The step where an order becomes a commitment: credit is checked, stock is reserved and the order is locked.
- Confirm an order — Confirming moves a Pending order to Confirmed, stamps the time and asks Inventory to reserve stock for each line linked to a stock item. The Confirm button is disabled, with the reason, while the order has no lines. Only people with the confirm permission see it.For: Sales manager, Order clerk, CRM administrator
- Credit check at confirmation — Before confirming, Accounting is asked whether the customer is within their credit limit or on hold, and records the decision. Over the limit, the finance team's setting decides: it is a recorded warning by default, or a block that keeps the order Pending. The check runs only when the order has a customer from the register and the person confirming may view credit information.For: Sales manager, Order clerk
- Credit standing shown on the order — The order header shows the customer's credit standing against this order's amount, to anyone who may see credit information.For: Sales manager, Order clerk
- A customer on credit hold cannot be confirmed — A customer on credit hold blocks confirmation whenever the credit check runs: the message names the reason and says where finance can lift the hold or raise the limit. The order stays Pending.For: Sales manager
- Sales keeps working if Accounting is away — If the credit service cannot be reached, the order is confirmed and the reason is logged, so a finance outage does not stop sales.For: Sales manager
- Cancel an order that has not been delivered — Cancelling stops the order and releases any stock still reserved for it. A dialog asks you to confirm and offers Keep, so a stray click does not cancel an order. The button is not shown once an order is delivered, paid, closed, cancelled or invoiced, and the server also refuses an order that is already part-dispatched; record a return or credit the invoice instead.For: Sales manager, Order clerk, CRM administrator
- Order status path you can follow — In practice an order moves Pending, Confirmed, Shipped (when its first delivery is dispatched), Delivered, then Paid when its invoice is paid; Cancelled is the other exit. The timeline and board also show Picking and Packing, but no action moves an order into them today.For: Order clerk, Sales manager, Warehouse user
Pick, ship and deliver
Split an order into one or many shipments and track each one from the warehouse to the customer.
- Create a delivery for chosen quantities — Open Fulfill Order (or New Delivery on the Deliveries tab), choose how much of each open line goes in this shipment, add a carrier, tracking reference and notes, and save. Each line is pre-filled with what remains and cannot exceed it on the form. Each delivery gets a DLV-year-number.For: Order clerk, Warehouse user
- Orders waiting to be delivered (To deliver) — Sales orders, then To deliver, lists every confirmed order that still has goods to send, the earliest promised day first, with the customer, the warehouse it leaves from, whether it is late or on hold, and what is left on each line, never a price. Start delivery asks for the quantities leaving now and opens the new delivery, so the warehouse never needs the order's own page. Shown to whoever may create deliveries.For: Warehouse user, Order clerk
- Partial shipments across several deliveries — Ship what you have now and the rest later. Each line tracks the quantity put on deliveries against the quantity ordered, and what is still owed stays visible.For: Order clerk, Warehouse user
- Dispatch a delivery — Marking a delivery dispatched stamps the time and moves the order to Shipped. Where Inventory holds a reservation for the order, the goods leave stock at cost. Only people with the ship permission can do it.For: Warehouse user, Order clerk
- Mark a delivery delivered — When the customer has the goods, mark the delivery delivered. Once every line's full quantity is on deliveries, marking a delivery delivered makes the whole order Delivered and hands it on for invoicing.For: Warehouse user, Order clerk
- A page for each delivery — Each delivery has its own page with the carrier, tracking, dispatch and delivery times, and the lines shipped against the ordered quantity, plus the actions your role may take.For: Order clerk, Warehouse user
- Walk through an order's deliveries — Previous and next arrows move between the deliveries of one order, with a position counter, without going back to the order.For: Order clerk, Warehouse user
- Delivery progress bar on every order — The order header shows the share of ordered units already placed on deliveries, so a manager sees how far along an order is at a glance.For: Sales manager, Order clerk
- Order timeline across modules — The order page shows one timeline from Pending to Delivered and, where you hold the modules and the permission to view them, Stock reserved, Stock left the warehouse, Invoiced and Paid, each linking to its record. A step from a module you do not hold reads Not in your plan.For: Order clerk, Sales manager
- A driver's run on the phone — The phone interface lists the deliveries of every order together, with the order number, the customer's name and phone, the promised day and the number of lines. A driver's own run is what is still to do from its promised day on, so a late delivery is not lost, plus what finished that day. A company without Fleet can type just the driver's name and the phone still finds the run.For: Warehouse user, Order clerk
Stock cover and shortages
See before you promise a ship date whether the warehouse can actually deliver the order.
- Stock shown against each order line — Each line shows what the warehouse can promise (on hand, reserved, available), so a shortage is visible while an order is reviewed. Stock figures appear for people who may view inventory items, such as warehouse users, inventory managers and tenant admins. A role that may not view inventory items sees no Stock column, and the order page does not ask for stock at all.For: Warehouse user, Inventory manager, Tenant admin
- Fulfilment report per order — For every line: ordered, reserved, shipped, in transit, delivered, returned and backordered, plus a status of complete, shipped, partial, open or short, and totals with the percentage delivered. The item's stock on hand and available are added for people who may view inventory items.For: Sales manager, Order clerk, Warehouse user
- Export the fulfilment report and scan — Download the per-line fulfilment report, or the scan of open orders, as a spreadsheet file to send to a customer or a supplier.For: Sales manager, Order clerk
- Fulfilment scan of every open order — One click lists the confirmed orders that are short of stock, have unreserved stock waiting, are not linked to a stock item, or have sat unshipped for a number of days you choose (3 by default). For people who cannot view inventory items, every line reads as not linked to a stock item.For: Warehouse user, Sales manager
- Auto-resolve stock — From the scan, reserve the available stock for every line that has it, in one go. Real shortages are named and left for Inventory's reorder suggestions. Shown to people who may create reservations, such as warehouse users and inventory managers.For: Warehouse user, Inventory manager
- Where the stock sits — For lines that can be reserved, the scan shows the warehouse location Inventory suggests picking from.For: Warehouse user
- Stock reserved on confirm, released on cancel — Confirming an order reserves each line's stock in Inventory, and cancelling releases it. Lines not linked to a stock item are not reserved; the scan names them.For: Warehouse user
- A shortage drafts a purchase order — When a confirmed order leaves an item short, Inventory drafts a purchase order for the shortfall, one draft per supplier and one set per order, for a buyer to review. On by default; a tenant setting turns it off.For: Buyer, Inventory manager
- Order health rating on the order page — The order page rates the order Low, Medium or High risk from how much has shipped, how long it has sat pending and, for people who may view inventory items, stock cover, and lists the reasons. It is a plain calculation, not an AI judgement.For: Sales manager, Order clerk
Returns and refunds (RMA)
Take goods back with a clear approval path, put the stock right and credit the customer.
- Raise a return against an order — On the Returns tab, pick the lines and quantities coming back (up to what shipped) and give a reason code and note. The return request is saved as Pending with an RMA-year-number.For: Order clerk, Sales manager
- Returns checked against the order — A return line cannot be more than the order delivered less what is already on another return, and the refusal says how many were delivered and returned so far. A return after your return window (30 days unless you change it) is flagged Late and needs a manager who may approve late returns. A restocking fee percentage on a change-of-mind return is kept out of the refund and the credit note, each line says what happens to the goods (back to stock or scrap, from your own list of outcomes), and a refund cannot pass the order's value.For: Order clerk, Sales manager
- Manager approves or rejects — A sales manager approves or rejects a pending return. Order clerks and warehouse users cannot approve, which keeps a second pair of eyes on money going back to a customer.For: Sales manager
- Goods received step — Once approved, a clerk or warehouse user marks the return as received (processing) when the goods are physically back.For: Order clerk, Warehouse user
- Complete with a refund amount and method — The manager finishes the return by entering the refund amount and how it is paid. The return closes and Inventory and Accounting are told. Sales Orders records the refund but does not pay the customer.For: Sales manager
- Returned stock goes back, or is scrapped — A completed return puts returned goods back into the warehouse at the cost they left with. Lines recorded as damaged or defective are moved to a scrap location instead; the on-screen return form does not capture the condition yet, so that applies to returns entered through the API.For: Warehouse user
- Credit note drafted in Accounting — When the order was invoiced from Accounting, a completed return drafts a credit note against that invoice for the returned quantities, for the accountant to review and book. If the order has no invoice yet, no credit note is drafted.For: Sales manager, Accountant
- Illegal steps are refused — A return can only move Pending to Approved or Rejected, Approved to Processing, and Processing to Completed. Any other step is refused with a message naming the current state.For: Sales manager, Order clerk
- A page for each return — Each return has its own page with the returned lines, their condition if recorded, the refund and the decisions you may take, with previous and next arrows between the order's returns.For: Sales manager, Order clerk
- Returns can be switched off — A setting under Settings, Features turns Returns off for the company; with it off, the Returns tab disappears and the actions are refused. The platform operator can also switch it off for every company.For: Tenant admin
- Return completed notification — When a return is completed, people who may view returns, other than the person who completed it, are told in the bell and by e-mail, with the return number, refund amount and method.For: Sales manager, Order clerk
- One returns list across every order — Sales orders, then Returns, lists every return you may handle in one place, those waiting for a decision first, with the order, the customer and the number of items coming back. Tiles show what is waiting for a decision, what is approved and waiting for the goods, and what is completed; search finds a return by its number, the order or the customer. The warehouse sees and receives every approved return there, even for orders it does not own, and the page names the items without opening the order.For: Order clerk, Sales manager, Warehouse user
- The returns queue on the phone — The phone lists the returns of every order in one place, waiting ones first, so the person who approves can work the queue without opening each order. It follows the returns switch.For: Sales manager
From delivery to invoice and payment
The order hands itself to Accounting, then shows when it was invoiced and paid.
- Customer invoice drafted from the delivered order — When the whole order is delivered, Accounting drafts the customer invoice with the order's lines, prices and taxes, and a due date from the customer's payment terms or the company default. An accountant reviews and sends it; the draft is created once, even if the message is repeated.For: Accountant, Sales manager
- Choose when the invoice is drafted — A setting lets you draft the invoice when the order is delivered (one invoice), when each delivery is dispatched (one invoice per shipment), or never automatically.For: Tenant admin
- Order shows Invoiced and Paid — As soon as Accounting drafts the invoice the order shows it, and when the invoice is paid the order moves from Delivered to Paid on its own.For: Order clerk, Sales manager
- A voided invoice puts the order back — If the invoice is voided, the order drops back to Delivered and uninvoiced, so nothing claims a payment that no longer stands.For: Order clerk, Sales manager
- Order follows its invoice can be switched off — A setting stops the order from taking on Invoiced and Paid from Accounting, for companies that prefer to manage the invoice entirely on the accounting side.For: Tenant admin
- Date of supply carried to the invoice — The date the goods were dispatched or delivered travels to the invoice, so the invoice's date of supply matches what really happened where e-invoicing is set up.For: Sales manager
- Deal timeline gets a delivered note — When an order is delivered, the linked CRM deal and account get a done note with the order number and total, so the sales rep sees it where they work. A setting in CRM switches it off.For: Account executive, Sales manager
Branches and tax for the Gulf
Make sure each order is sold and invoiced by the right branch, with tax kept on every line.
- Selling branch on every order — On companies with more than one active branch, the New Order form asks which branch sells; leave it empty to use your own default branch. Where e-invoicing is set up, the branch decides who issues the invoice and so which tax authority receives it, for example ZATCA (Zakat, Tax and Customs Authority) in Saudi Arabia or the Federal Tax Authority in the UAE.For: Order clerk, CRM administrator
- One rule for choosing the branch — The branch you name wins; for an order from a quote it is the quote's price-book branch; otherwise the creator's own default branch; otherwise Accounting decides when the invoice is drafted.For: Order clerk
- Archived or unknown branches are refused — Choosing a branch that has been archived, or one that is not the company's, is refused with a message telling you to pick an active branch.For: Order clerk
- Filter and export by branch — When you sell from several branches the list has a Branch filter and column, and the branch name is in the exported file.For: Sales manager, Order clerk
- Warehouse the goods leave from — An order created through the Copilot or the API can name the warehouse it ships from, and that warehouse travels with the order's events. The on-screen order form does not ask for it yet.For: Warehouse user
- Credit note follows the invoice's branch — Where e-invoicing is set up, the credit note drafted from a return is issued by the same branch as the invoice it corrects, so it is reported to the same tax authority.For: Sales manager
- Tax kept on every line — Tax is stored per line as a rate and, when picked from Accounting's list, a tax code, so VAT at 5 or 15 percent flows to the invoice unchanged.For: Order clerk
- Export evidence and the 90-day clock — An order to a customer abroad with zero-rated lines is marked an export on its own; a movement into or out of a designated zone is chosen by hand and is never an export. From the first dispatch the order keeps the customs declaration number, airway bill, exit date and files, and the Orders overview lists the exports whose evidence is due from day 80; at day 90 it reads zero-rating at risk unless the exit is recorded or an extension is on file. The papers can be uploaded straight from the order, and each morning the people who record export evidence are told once when an order is due and once when zero-rating is at risk. The days and the evidence required come from the country's rules (the UAE pack: 90 days, a warning at 80, a declaration number and an exit date), and a company can set its own. Switch it off in Settings → Features.For: Order clerk, Sales manager
Find, filter, export and report
See what is open, what is stuck and how much was ordered, without leaving the order list.
- Order list with search and filters — Search by order number, currency or status, filter by status or branch, and sort by newest or highest value. The filters live in the address bar, so a refresh or a shared link shows the same list. The list is paged and shows the order number, customer, status, promised day, who is responsible, currency, total and how much is delivered, plus the branch once the company has more than one.For: Order clerk, Sales manager
- Board view by status — Switch from the list to columns for Pending, Confirmed, Picking and Shipped, each with its count and value.For: Sales manager, Order clerk
- Tiles that act — Open orders, total order value, average order value and the share delivered or paid sit above the list. Each is a shortcut: Open orders shows confirmed orders, total value clears the filter, average value sorts by value and delivered shows delivered orders.For: Sales manager
- Export orders to a spreadsheet — Download the orders on screen with number, status, branch, currency, total and the confirmed, shipped, delivered and created dates.For: Sales manager, Order clerk
- Walk through orders with arrows — Previous and next arrows on an order page, and the left and right arrow keys, move through orders newest first, without going back to the list. They do not follow the list's filters.For: Order clerk, Sales manager
- What a product sold in the last 90 days — A product's Stock & sales tab in Products & Online Store shows how many orders, how many units and how much revenue it sold over the last 90 days, from orders that were not cancelled.For: Sales manager, Account executive
- Ready-made Orders and fulfilment report pack — The Insights module ships a report pack with the order funnel, money in orders not yet shipped, order value by month, deliveries and returns by state, warehouse shipments by month and invoiced value by month.For: Sales manager
Settings, permissions and audit
Decide who can do what, which automatic steps run and keep a record of every step.
- A licensed module — Sales Orders is sold as a module, and each request is checked against your licence. It is installed together with CRM, Inventory, Accounting, the customer register and Products & Online Store, which it draws on.For: Tenant admin
- Fine-grained permissions — View, create, edit, confirm and cancel orders; see every order whoever owns it; view, create, edit and ship deliveries; view, raise, approve, process and refund returns. Each is granted separately, so you decide who can confirm and who can only view.For: Tenant admin
- Ready-made roles — Order clerk creates and edits orders, confirms and cancels them, creates and dispatches deliveries, raises returns and marks goods received. Sales manager views, creates and edits orders, confirms and cancels them, and handles returns from raising to refund. Warehouse user views orders, creates and dispatches deliveries and receives returned goods. Account executive views orders, deliveries and returns and can create and edit orders, but cannot confirm, ship or cancel. CRM administrator and Tenant admin hold every order permission; in a company that existed before the see-every-order permission was added, that one permission must be granted under Settings, Roles.For: Tenant admin
- Hidden controls match the permission — Buttons such as Confirm, Fulfill, Approve and Complete only show for people who hold the matching permission, and the server refuses the action even if someone tries it directly. A person without permission to view orders who opens the order list, the module home, an order or a delivery sees a "You don't have access to this section" message instead of a list that fails to load; the page for a single return is not covered by that message.For: Tenant admin
- Audit trail kept for seven years — Order created, confirmed and cancelled, delivery created and delivered, and every return step are written to the audit log with who did it and when, and kept for seven years.For: Tenant admin
- Sales & invoicing settings — A settings page lets a tenant admin choose when the invoice is drafted, whether the order follows the invoice, whether an accepted quote becomes an order and whether a won deal creates one, with no deployment. The online-store order path has a setting too but no on-screen switch yet.For: Tenant admin
- Merged customers keep their orders — When two duplicate customers are merged in the customer register, their orders move to the surviving customer.For: Tenant admin, Order clerk
- Arabic and right-to-left layout — The app switches to right-to-left layout for Arabic users, and the new-order form, delivery, return and report screens carry Arabic text. Many headings, column names and buttons on the order list and order page, including status names, Confirm and Cancel Order, still appear in English.For: Order clerk, Sales manager
- Other AI assistants can use the order tools — The module opens the same order tools to approved outside AI assistants through a standard connection, using the signed-in person's own permissions.For: Tenant admin
- Sales reps see only their own orders — On for companies created after this release, off for existing ones until their administrator switches it on and gives the right roles the permission to see every sales order. When on, a sales rep sees in Sales Orders only the orders they are responsible for: a colleague's order does not open for them, and the order list, board, arrows, history, notes, the order's share-link settings and fulfilment scan all follow. The setting does not narrow CRM, Accounting, Reports or the link a customer follows. Company-wide order figures are kept for people who may see every order. Anyone with that permission still sees everything, and warehouse staff keep the deliveries they work.For: Tenant admin, Sales manager, Account executive
AI and Copilot
Ask the Copilot to find, create and move orders in plain language, with a confirmation before it changes anything.
- Sales Orders expert in the Copilot — The Copilot recognises order, delivery, return and fulfilment questions in English and Arabic and answers using the order desk's own rules.For: Sales manager, Order clerk
- Find and read orders by chat — Ask the Copilot for open orders, one order with its lines, or an order's deliveries, without opening the screen.For: Sales manager, Order clerk
- Create, confirm, cancel and add lines by chat — The Copilot can create an order, add a line, confirm or cancel it, but each of these is a change, so it shows a card for you to approve first. It uses your permissions, not its own.For: Order clerk, Sales manager
- Create and move deliveries by chat — Ask for a delivery to be created, dispatched or marked delivered; the same permission as clicking the button applies.For: Order clerk, Warehouse user
- Return approvals by chat — List and open returns, and approve or reject a pending one, with the manager's approval permission checked. Raising a return, marking goods received and completing it are done on screen.For: Sales manager
- Fulfilment report, at-risk orders and product sales by chat — Ask which orders are short of stock, what is left to ship on one order, or what a product sold lately, and the Copilot returns the same figures as the screens.For: Sales manager
Learn it in the app
A guided tour inside Sales Orders teaches the work by having you do it.
- Hands-on guided tour — 4 short chapters (Take an order; Confirm and deliver; Watch the order book; Prices and agreements) that start by themselves the first time you open Sales Orders. Each step waits for you to really do it, such as opening a list or saving a first record, and any chapter can be paused, resumed or replayed from the last row of the Sales Orders menu or from Tours in the account menu.For: Order clerk, CRM administrator, Sales manager, Account executive, Tenant admin, Warehouse user
Works with other modules
The delivered order drafts its own customer invoiceWhen an order is delivered (or each delivery is dispatched, if you choose that), Accounting receives the lines, prices, taxes, branch and dates and drafts the invoice. Accounting then tells the order when the invoice exists, is paid or is voided.Credit is checked before an order is confirmedWhen someone confirms an order, Sales Orders asks Accounting for the customer's credit decision for that amount. A customer on hold is blocked; over the limit, Accounting's setting decides between a recorded warning (the default) and a block.A completed return drafts a credit noteWhen a return is completed, the returned lines and the selling branch go to Accounting, which drafts a credit note against the invoice that was drafted for the order, for the returned quantities.Sales taxes come from Accounting's tax listThe sales taxes you set up in Accounting are kept up to date in the order desk, so the tax picker on an order line is your real tax list.An accepted quote becomes a pending orderWhen a CRM quote is accepted, by the rep or by the customer, Sales Orders creates a pending order with the quote's lines, prices, discounts, taxes, customer and selling branch.A won deal can open a draft orderWith the setting on, a deal marked won creates an empty pending order carrying the account and currency. Either way, a Create order button on a won deal opens the order form pre-filled. The setting is off by default.The deal's timeline shows the deliveryWhen an order is delivered, CRM adds a done note with the order number, currency and total to the deal and the account.A paid online order is fulfilled from Sales OrdersWhen the online store records an order as paid, Sales Orders creates a confirmed order and Inventory reserves stock. Dispatch, delivery and cancellation on the order are mirrored back so the customer's order status page follows. The order links to the tax invoice Accounting raised at payment; its delivery raises no second invoice.Products, variants and prices come from the catalogueWhen a clerk picks a product, Sales Orders asks the catalogue for that customer's price on the sales-orders channel, with the tax, unit and stock item. If the catalogue cannot answer, a typed price still goes through.Stock follows the orderConfirming an order reserves its stock and, if an item is short, drafts a purchase order for the shortfall. Cancelling releases the reservation, dispatching a delivery takes the goods out at cost, and a completed return puts them back or scraps them. Sales Orders also reads Inventory's availability for its stock column and scan.Customers come from the shared customer registerOrders point at a customer in the shared register, and merged duplicates move their orders to the surviving customer.A customer accepts a quote on the portal and the order followsWhen a customer accepts a quote on the customer portal, Sales Orders creates the order the same way as for a rep's acceptance.Rental lines of a quote go to RentalsWhen a quote mixes goods and rentals, and you hold Rentals, the order carries only the other lines and the rental lines are left for Rentals to pick up.Subscription lines of a quote go to SubscriptionsWhen a quote includes a subscription line and you hold Subscriptions, the order carries the other lines and Subscriptions creates the subscription.Orders feed the Insights report packThe Orders and fulfilment report pack reads orders, deliveries and returns and shows the order funnel, money in orders not yet shipped, monthly order value, deliveries and returns by state, warehouse shipments and invoiced value.The Copilot works your order deskThe Copilot can find, create, confirm and cancel orders, handle deliveries and decide returns, using the asking person's permissions and asking for approval before any change.People are told when a return is completedA completed return sends a notice in the bell and by e-mail with the return number, refund amount and method to people who may view returns, other than the person who completed it.An accepted quote becomes a sales orderWhen a customer accepts a quote in the portal, a sales order with the quote's lines is created from it.Sales orders feed the fulfilment and customer reportsOrders and their progress through picking, shipping and invoicing are read for the Orders and fulfilment and Customer 360 packs.Orders use register customersSales orders carry the party and show its current name.
Done by more than one person
A clerk prepares the order and a manager confirms itThe order desk hands a shipment to the warehouseA customer return is approved, received and refundedA shortage is cleared by the warehouse and purchasingAn online order is picked and shipped by the warehouse
What each role gets
- Order clerk — Runs the order desk end to end: adds product lines to an order that came from a quote or was entered by hand, confirms it, which runs the customer's credit check and reserves the stock, and creates deliveries with exact per-line quantities through dispatch and mark-delivered; by default, once every line is fully delivered, Accounting drafts the customer invoice for an accountant to review and send. Handles partial shipments across several deliveries without losing track of what is still owed, and can raise a return (a return merchandise authorisation, or RMA) on a shipped order and mark the goods received once they are physically back. Approval and refunds on returns stay with the sales manager, keeping a second pair of eyes on money leaving the business.
- Sales manager — Confirms orders that are ready to ship, which runs the customer's credit check and reserves the stock, and cancels an order that falls through before delivery; order clerks can confirm and cancel too. Approves or rejects returns, which order clerks and warehouse users cannot do, and completes them with the refund amount and method, which Sales Orders records but does not pay out. Follows orders on the board, the fulfilment report and the scan of open orders that are short of stock, and when an order is delivered the linked CRM deal gets a note on its timeline. Can also raise and edit orders; in a company that limits reps to their own orders, sees every order only if the role holds the permission to see every sales order.
- Tenant admin — Decides how orders flow under Settings, Sales & invoicing: whether an accepted quote or a won deal creates an order, whether the invoice is drafted on delivery, on each dispatch or never, and whether the order follows its invoice to Invoiced and Paid. Can switch returns off, and gives people the order clerk, sales manager and warehouse roles, with each permission granted separately. Holds every order permission (in a company that existed before the see-every-order permission was added, that one must be granted under Settings, Roles), so can step in on any order, although the order desk normally runs them. Can also choose whether sales reps see only their own orders, and then gives the right roles the permission to see every order.
Frequently asked questions
Does an accepted quote turn into a sales order automatically?
Yes. When a CRM quote is accepted, by the rep or by the customer on the portal, a pending order is created with the quote's lines, prices and taxes. It is created once, however many times the acceptance is repeated. A tenant admin can switch it off.
Can I invoice on dispatch instead of delivery, for partial shipments?
Yes. Settings let you draft the invoice when the whole order is delivered, when each delivery is dispatched (one invoice per shipment), or never automatically. The invoice is a draft that an accountant reviews and sends.
Does it work with ZATCA or UAE e-invoicing?
Each order records the selling branch, which decides which branch issues the invoice where e-invoicing is set up. The signing and submission itself happen in Accounting once e-invoicing is switched on there; Sales Orders does not sign invoices.
Can it stop an order for a customer who is over their credit limit?
Yes, when the person confirming may view credit information and the order has a customer from the customer register. A customer on credit hold is blocked. Over the limit, your finance setting decides: a recorded warning by default, or a block. If Accounting cannot be reached, the order goes ahead and the reason is logged.
Does it handle customer returns and credit notes?
Yes. A return moves from Pending to Approved, Processing and Completed, or is rejected. Completing it puts returned stock back and drafts a credit note for the accountant to book when the order was invoiced from Accounting. Approving and refunding are separate permissions from raising a return.
Can I change the order number prefix?
Not yet. Orders are numbered SO-year-number, deliveries DLV-year-number and returns RMA-year-number. There is no setting to change the format.
Is it available in Arabic?
Partly. The app switches to right-to-left layout, and the new-order form, delivery, return and report screens have Arabic text. Many headings, column names and buttons on the order list and order page, including status names, still appear in English.
Can I print an order confirmation or a delivery note?
Not as a built-in document today. You can export the order list, the fulfilment report and the fulfilment scan to a spreadsheet file.
Can I use Sales Orders without CRM or Inventory?
Sales Orders is installed together with CRM, Inventory, Accounting, the customer register and Products & Online Store, because orders draw on each of them. You do not have to use every one daily. If Accounting cannot be reached when an order is confirmed, the order still goes ahead.
Does the order list show every order and the customer?
Yes. The list is paged and has a Customer column. A company can limit sales reps to the orders they are responsible for, and then a rep's list holds only their own.
Part of one platform
Sales Orders & Fulfilment is one of 59 apps (36 business apps and 23 ISO standards) that share the same sign-in, the same people, the same customers and the same AI copilot. See all apps or how Tarleaks ERP compares with Odoo, ERPNext and Zoho.