Letting patients reserve shop orders and pay when they collect

The online shop is available to clinics that have it switched on. Its setup and order controls below apply to those clinics.

If you run an online shop, you can let patients reserve products online and pay when they collect them from you, instead of paying by card straight away. The stock is held for them until they come in.

Turning it on

Only a clinic owner can change this. Use How orders are paid for in your Online shop settings.

1. Go to Stock and find the Online shop section.
2. Under How orders are paid for, choose one of:
   • Pay online by card: how the shop works today. Nothing changes.
   • Reserve, pay in clinic: every order is reserved and paid for when it is collected.
   • Either, the patient chooses: patients pick at checkout.
3. Under Hold a reservation for, choose 14 days (the default) or 30 days.
4. Press Save shop settings.

Reserving only works for orders that are collected. If How orders are handed over is set to Delivery only, patients are not offered a reservation.

What the patient sees

• If they can choose, they see Pay online now or Reserve and pay in clinic when you collect.
• To reserve, they give their name and email (a phone number is optional) and press Reserve. Nothing is charged.
• They see Order reserved with the date the reservation runs until and where to collect, and the system attempts to email the same details with the total to pay. An email failure does not cancel the reservation.
• Each buyer email address can have at most two open reservations at your clinic at a time.

You are emailed about each new reservation, to Your clinic's contact email in Settings > Clinic, just as you are for a paid order. If that email is blank or invalid, the notification goes to your active clinic owners with usable email addresses. No notification is sent if neither destination is available.

When the patient comes in

Reserved orders appear in Awaiting dispatch on the Stock page marked Reserved, unpaid, with the date the reservation expires. Anyone on your team can deal with them.

1. Take payment at the desk as you normally would.
2. On the order, choose how it was paid (Card terminal, Cash, Bank transfer or Other) and press Mark paid.
3. Hand the products over and press Mark collected.

If the patient no longer wants it, press Cancel reservation. The products go back into your stock.

The reservation is unpaid, so it does not count as takings or VAT until you press Mark paid. Marking it paid does not deduct the stock a second time.

If it is never collected

The products are held off your shelf for the time you chose. If the order is still unpaid after that time, the daily expiry check cancels it and returns the stock. The patient is not sent a reminder before this happens, so if you want to chase them, check Awaiting dispatch for orders close to their expiry date.

For the rest of the shop set-up, see Selling skincare online: your shop page.