SAAS Integrator Order Management App
User Guide
One queue for every pickup and delivery order: pick, notify, verify and hand over — from any store.
Overview #
The OMS is the screen your store staff run the day from: every pickup and delivery order — picked, packed, verified and handed over.
When a customer orders online for store pickup or home delivery, that order lands in the OMS at the store that will prepare it. Staff work from a live queue instead of printed emails, the notes app, or "go and check Shopify admin". The customer is told when their order is ready, and every handover is verified and recorded.
- A live queue per store — each location sees exactly its own work, with counts that act as the store's to-do list.
- Barcode picking — scan items off the list, with locking so two people can never pick the same order twice.
- Automatic customer notifications — email, and SMS if enabled, including a unique collection code.
- Verified handover — the customer quotes their code, or staff record an ID check. Every action is tied to a staff PIN.
- A head-office view — the Service Dashboard shows problem orders across every store.
The OMS doesn't create orders Orders arrive from your Shopify store. The OMS is where they get done — it never invents, edits or deletes an order.
Install & quick start #
Seven steps from install to your first order — a one-time setup in Shopify admin, then the app your staff use on the shop floor.
Install the app & grant permissions
Install SAAS Order Management from the link provided by SAAS Integrator. Accept the permissions needed in the app — press Grant permissions; the OMS can't manage orders until you do.
Sync from Shopify
Press Sync from Shopify. This imports your store's location list from Shopify into the app so they can be enabled — run it again any time you add or rename locations in Shopify.
Enable your locations
Under Enable per Location, switch on each store that will prepare orders. Only enabled locations receive work — see Locations.
Re-sync Orders
Press Re-sync Orders. This pulls your store's existing open Shopify orders into the queue — without it, orders placed before you installed won't appear. New orders arrive automatically from here on. The re-sync runs in the background: give it a few seconds, then refresh the staff portal.
Set up your team
In Maintenance → Team, add at least one staff member per enabled location, each with a personal PIN and a profile. At least one person per location must have a profile that can open the app — a location without one has a queue nobody can load.
Connect Twilio for SMS Optional
For an enhanced customer experience, connect a Twilio account in Maintenance → Settings so "ready for collection" messages go by SMS with the collection code. Email notifications always send either way.
Open the staff portal & sign in
Press Open Staff Portal — the staff app opens in its own browser tab. Bookmark that link on every store tablet, and sign in with your PIN. You're ready for the first order.
Add it to the home screen On a tablet, add the OMS link to the home screen so it opens full-screen like an app — one tap from the counter.
PINs are personal Every pick, collection, refund and override is recorded against the PIN that did it. Never share a PIN between staff.
Key concepts #
Eight terms that appear throughout this guide.
| Term | What it means |
|---|---|
| Location | One store. Staff see their own location's queue; an order belongs to the location that prepares it. |
| Queue | The tabbed order list — Pending Preparation, Collect / Dispatch, Cannot Fulfill and All Orders. |
| PIN | A staff member's personal sign-in and approval code. One PIN works at every location that person is assigned to. |
| Profile | A permission set (for example Admin, Manager, Casual) that controls what a PIN is allowed to do. |
| Pick lock | While someone is picking an order it is locked to them, so two people can't pick it twice. Authorised staff can override. |
| Collection code | The unique code sent in the customer's "ready" message. The customer quotes it at pickup to prove the order is theirs. |
| Batch | A numbered group of orders, used to organise picking. Every order in the batch wears the batch number; printing the slips is optional. |
| Service case | An order escalated to head office, worked from the Service Dashboard rather than the store's own queue. |
Locations #
Enable the stores that prepare orders — each gets its own queue.
Locations are managed in the Shopify admin side of the app, under Enable per Location. Use Sync from Shopify to pull in your store's location list, then enable each store that will prepare orders. Your subscription covers one location; pricing applies for each additional location you enable.
In the staff app, the current location shows in the header. Staff assigned to more than one store switch between them there — the queue, the batches and the counts all follow the selected location.
- Sync from Shopify — refreshes the location list after you add or rename stores in Shopify.
- Re-sync Orders — re-reads open orders from Shopify if the queue ever looks out of step.
Switching a location off keeps its history A disabled location stops receiving new work; nothing already recorded is lost.
The screen itself is shown in Install & quick start (Figure 2).
The queue #
Everything outstanding for your store, across four tabs with live counts.
The queue is the home screen. The tab counts are your store's to-do list — an empty Pending Preparation tab is the goal state. Use the search bar to find any order by customer name, order number or batch #, and the delivery filter to see just Store pickup or Home delivery orders.
| Column | What it tells you |
|---|---|
| Order date | When the order was placed — oldest first, so the longest-waiting customer is at the top. |
| Customer | Who it's for, plus chips: the batch number, and released / to-follow counts on part-processed orders. |
| Total | The order value. |
| Delivery | Store pickup, or the delivery service the customer chose. |
| Items | How many units to prepare — 2 of 10 means part of the order is already done. |
| Fulfillment status | Unfulfilled, Partially fulfilled, or Fulfilled. |
| Actions | What you can do right now — Print Picklist, Start Picking, Pick remaining. |
Pending Preparation
Orders waiting to be picked. This is where the day starts: pick an order yourself, or select several and group them into a batch. Orders that have been part-processed show what's already gone through and what's still to follow.
Collect / Dispatch
Picked and ready. Pickup orders wait here for the customer; delivery orders wait for the carrier. From this tab you mark orders collected or dispatched.
Cannot Fulfill
Orders a store has flagged because they can't be completed — out of stock, damaged, or any other reason. Each row shows who flagged it and why. What to do with them is covered in When you can't fulfil.
All Orders
Every order for the location, whatever its state — including completed ones. Search by customer name or order number, and filter by status, when a customer rings about an order you can't see on the working tabs. View opens the order's full detail.
One order, two rows? A part-processed order shows as separate rows sharing the same order number — one for the part that's Ready, one for the part still Unfulfilled. That's the split working as intended.
Picking an order #
Scan-driven picking that two people can't accidentally do twice.
Press Start Picking on any Pending order. The order locks to you — everyone else sees who's picking it — and the pick screen lists every item, grouped the way your pick list order setting arranges them. Progress auto-saves as you go, so you can exit and resume anytime.
- Scan any barcode on the product. Every barcode a product carries will match — not just the one on the shelf label.
- Multi-quantity lines count up per scan until the line is complete. Picked a line by mistake? Reset puts it back.
- Show remaining only hides the finished lines on a big order, so what's left is all you see.
- Skip scanning is available where the profile allows it, for items with no readable barcode.
When every unit is picked, Mark Ready lights up — see Ready & notify.
Part-picking: release what's ready
When only some of an order can go out now — the rest is coming from another store, or a line is a problem — pick what you can, then press Ready picked. A confirmation spells out the split before you commit: what goes to Collect / Dispatch now, and what stays behind.
The remainder stays on the same order number in Pending Preparation, and the queue shows both halves: ready in Collect / Dispatch and to follow. From there the remainder has two futures:
- Pick it later — when the stock lands, Pick remaining finishes the order.
- Move it to Cannot Fulfil — if it's never coming, Cannot Pick (all) flags just the remainder (see below).
The customer stays informed When the released units are dispatched from Collect / Dispatch, the customer is messaged that those units are on the way — they're never left guessing about a split.
When items can't be picked
Two situations, two moves:
| Situation | What to do |
|---|---|
| The whole order can't be done | Press Cannot Pick (all) and choose a reason. The entire order moves to Cannot Fulfill. |
| Only part of it can't be done | Split the order first. Pick the good items and release them with Ready picked — then press Cannot Pick (all) on what remains. Only the remainder is flagged Cannot Fulfil; the customer still gets everything you could supply. |
Split before you flag Cannot Pick (all) applies to the whole of what's still unpicked on the order. If one line is the problem, release the picked items first — otherwise the good items travel to Cannot Fulfill with the bad one.
You can also flag a single line without deciding the whole order: press Can't pick on the item and choose why — the flagged line turns red, and Unflag undoes it if the item turns up.
When you press Cannot Pick (all), the OMS asks why the order can't be fulfilled — select every reason that applies, from your store's list (set in Maintenance → Pick Reasons). Choosing Other opens a note field so the next person knows exactly what happened. The reasons travel with the order to Cannot Fulfill.
Paper picking
Print Picklist produces a picking slip for staff who work paper-first — per order here, or in bulk via Batches. Scanning stays available either way.
Walked away mid-pick? The order stays locked to you. Come back and Resume — or a staff member whose profile has Override pick lock can take it over. Don't start again on a second device.
Ready & notify #
One tap tells the customer their order is ready — with the code they'll quote at the counter.
When the pick is complete, Mark Ready moves the order to Collect / Dispatch and offers to notify the customer. The message goes by email, and by SMS if your store has SMS enabled — and for pickup orders it carries the collection code.
- The prompt shows where the message can be delivered before you send it — email, SMS, or both.
- The collection code is unique to the order. Anyone who quotes it can collect — that's the point.
- Message wording is configurable in Maintenance → Settings, with merge fields for the customer's name, store and code.
SMS is optional, email always sends Email goes through your Shopify notifications. SMS needs your own SMS account, connected once in Settings — see Maintenance → Settings.
Collecting #
Hand over to the right person — and record who did it.
When the customer arrives, find the order in Collect / Dispatch and press Mark Collected. What happens next depends on the verification mode your store has chosen in Settings:
| Mode | At the counter |
|---|---|
| Confirm only | Staff confirm the collection after their PIN. No code or ID is requested. |
| Collection code Default | The customer quotes the code from their "ready" message; staff enter it to verify. |
| Verification prompt | No code is sent. Staff record an ID check (photo ID, etc.) at every pickup. |
No code? Use Override collection — staff record an ID check instead, so the handover is still verified and still recorded.
Restricted products. Orders matching your restricted-product rules (age-restricted goods, high-value tags — set in Settings) always require an ID check at collection, whatever the mode.
Ask them to read the code out The code is in the customer's "ready" message — asking for it is faster than searching by name at a busy counter.
Dispatching #
Home-delivery orders leave through the same queue.
Delivery orders run the same pick flow, then wait in Collect / Dispatch until they're packed and handed to the carrier. Mark Dispatched completes them; a part-released order can be dispatched in stages, and the customer's notification tells them what's on the way and what's to follow.
With a carrier connected (Australia Post, set up in Maintenance → Freight) the OMS also generates consignments and labels, and builds the day's manifest.
Dispatch is never blocked by carrier setup Without a carrier you simply don't get labels — orders still pick, pack and dispatch normally.
When you can't fulfil #
A clean exit for the order you can't complete — visible to the store and to head office.
From the pick screen, Cannot Pick (all) flags the order with a reason. It moves to the Cannot Fulfill tab, and appears on head office's Service Dashboard so someone can decide what happens next. The reason travels with the order — including your note, if you chose Other.
If only part of the order was the problem, the store should have released the picked items first — then only the remainder lands here, and the customer already has everything that could be supplied.
From the Cannot Fulfill tab, the ways out are:
| Action | What it does |
|---|---|
| Reopen | Returns the order to Pending Preparation to be picked again — for example when stock is found. |
| Refund | Refunds the customer, in full or in part. Always requires an authorised PIN. |
| Change location | Moves the order to another store that can fulfil it — straight into their Pending queue, or held for head office to manage. |
Refunds are real money A refund always requires a PIN whose profile allows it, and is recorded against that PIN.
Batches #
Group orders into numbered batches to organise the work — and print their picking slips together if you want to.
A batch is an order-management tool first, a print job second. Grouping orders into a batch gives every one of them a searchable batch number, so a wave of work can be handed to one picker, found again instantly, and reshuffled as the day changes. Printing the slips is optional.
Select orders in Pending
Tick the orders to group — up to 60 per batch. The selection banner shows the count, and flags any orders that already belong to a batch.
Create the batch
Press Print picklists. The batch is created and numbered, and a preview opens showing every picking slip — items, quantities, and signature lines for Picked by and Checked by. Print them, or just close — the batch exists either way, and every order now wears its batch number chip.
Manage the batch
Search the queue by batch #, or open Batches to see every batch and its orders. Select orders to move them into a new batch, or use Remove from batch to take them out — the queue chips update as you go.
An order drops its batch chip when it no longer belongs — for example if it returns to Pending, changes location, or its items change materially. The batch record itself is never rewritten.
Batches work without a printer A store that picks entirely from the screen still benefits: batch the morning's orders, hand the batch number to a picker, and search by it all day.
Service Dashboard #
Head office's exception queue, across every store.
The Service Dashboard collects the orders that need someone above store level — everything flagged Cannot Fulfill across the network, with its reason, its store, and a status workflow your team defines in Maintenance → Service. Access is a profile permission, so store staff see it only if you want them to.
From each case, head office can view the slip, reopen the order to Pending, resolve it, move it to another store, or refund it — the same actions the store has, plus the network-wide view the store lacks.
Keep the noise down The dashboard's value is inversely proportional to the noise in it. Resolve what's genuinely done, and the cases that remain are the ones that need a phone call.
Maintenance #
Every setting, behind the Maintenance button — each tab gated by profile permissions.
Maintenance opens from the button in the header. Which tabs a staff member sees depends on their profile, so a casual sees nothing they can't use and an admin sees everything.
Profiles
The permission matrix: one column per profile, one row per permission — picking, refunds, overrides, the Service Dashboard, and who may manage each settings tab. Toggle to change; every change saves immediately. Staff are assigned a profile in Team.
Team
Add staff, set their PIN, choose their profile and assign their locations. A PIN is personal and works at every location the person is assigned to. PIN length rules are set in Settings.
Pick Reasons
The list staff choose from when an order or item can't be picked. The list is yours to shape — add, rename or remove reasons to fit your operation. Out of the box it reads Out of Stock, Can't Locate, Damaged, Expired / Short-dated, Wrong Item, Quantity Short; Other always opens a free-text note. The list is global across your stores.
Collection ID Checks
The ID types staff can tick at handover — Photo ID, Driver licence, Passport, Loyalty / account card, Order confirmation by default, and configurable like Pick Reasons. Used by the override path when a customer has no code, by Verification prompt mode, and whenever a restricted product forces an ID check.
Service
The Service Dashboard's status workflow — define the stages a case moves through so head office can see what's being worked and what's stuck.
Freight
Carriers for home delivery — one row per carrier. Connect Australia Post with your account details to generate consignments, labels and the daily manifest, with per-location overrides where stores ship on different accounts.
Settings
Global settings for the OMS:
- Security — minimum PIN length and session timeout.
- Pick lists — the order items appear on pick screens and printed slips.
- Store pickup collection verification — Confirm only, Collection code, or Verification prompt (see Collecting).
- Restricted products — the tag, product-type and other rules that force an ID check on matching orders.
- SMS — connect your SMS account and edit the message templates, with merge fields for name, store and collection code.
- Data retention — how long staff activity and completed orders' customer details are kept before removal.
Retention protects your customers After the retention window, a completed order keeps its totals and history but the customer's name, phone and address are removed — matching the privacy policy.
Troubleshooting #
The quick fixes, before you raise a ticket.
| Symptom | Likely cause & fix |
|---|---|
| An order isn't in Pending | Wrong location selected in the header, or the order's location isn't enabled for the OMS. Check the switcher first, then the admin locations screen. |
| "Picking — [name]" but nobody's picking | A pick session was abandoned. A profile with Override pick lock can take the order over. |
| Customer didn't get the SMS | SMS isn't configured, or the number can't receive texts. The Mark Ready prompt shows deliverability before you send; email still goes regardless. |
| A barcode won't scan | That barcode isn't recorded against the product. Use Skip scanning if your profile allows, and fix the product's barcodes at the source. |
| Collection code rejected | It belongs to a different order. Search by the customer's name and use Override collection with an ID check. |
| Refund button unavailable | Your profile doesn't include refunds. A staff member whose profile does must action it with their PIN. |
FAQ #
Quick answers to the questions merchants ask most.
Can one staff member work at more than one store?
Yes. PINs are per-person, and locations are assigned per person in Maintenance → Team. The same PIN signs in at any assigned store.
Does the customer need an account or an app?
No. The customer just receives an email — and an SMS if you've enabled it — with their collection code. They bring the code, or ID.
What if we fulfil an order directly in Shopify?
The OMS notices and updates the order accordingly. Nothing is fulfilled twice, and the queue stays accurate.
Can we require photo ID for age-restricted items?
Yes. Restricted-product rules (by tag, product type and more) force an ID check at collection on any matching order — regardless of which verification mode your store normally uses.
Can we still work from paper?
Yes. Print picking slips per order or in batches. Scanning stays available for stores that use both.
What happens to customer details on old orders?
After your configured retention window, completed orders keep their totals and history but the customer's personal details are removed automatically.
