Selling skincare online: your shop page

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

Your booking page can include a shop, so patients can buy your retail products online and either collect them or have them posted. Online card payment goes straight to your own connected Stripe account, and each order is recorded as a retail sale, exactly like one you ring up at the desk.

Switching your shop on

Clinics that have the shop switched on have an Online shop section on the Stock page. The section shows these three setup checks, and ticks each one off as you go:

1. Sell products online is ticked.
2. Stripe is connected, so you can take card payments. Connect it under Settings > Integrations with Connect with Stripe.
3. You have at least one active retail product with a price above zero and Available in the online shop ticked.

A closed clinic or one with an expired trial cannot take new shop orders.

Only a clinic owner can change the shop settings. Other team members can see how the shop is set up but not change it.

Choosing how orders are handed over

In the Online shop section, use How orders are handed over:

• Collection or delivery: the patient chooses.
• Collection from the clinic only: nothing is posted and no postage is charged.
• Delivery only: every order is posted.

Collection is always free. Set Postage for online orders for posted orders (0 means free postage; the most you can charge is £50). You can also change the Shop button label, the button patients see on your booking page. Leave it blank and it reads Buy skincare products. Press Save shop settings when you are done.

Setting up your products

Add retail products on the Stock page. Only a clinic owner can change Retail item, Category or VAT category. Tick Retail item and give the product a Retail price (£) above zero for online sales. Each retail product also has an Available in the online shop tick, on by default: untick it for anything you sell at the desk but not online. To add a photo, use Shop image (PNG, JPG or WebP) when you add or edit the product (PNG, JPG or WebP, up to 4MB). A clear photo makes a real difference to online sales.

How a patient buys

For an order paid online:

1. They press your shop button on your booking page and add products to their basket. Anything out of available stock shows as Sold out. Stock being held by another open checkout is included in that availability check.
2. They choose delivery or collection, if you offer both. Collection names your location, for example Collect from followed by the location name. If you have more than one location, they pick which one to collect from.
3. They press Continue to payment (with the total) and pay by card on a secure Stripe page. For a posted order they enter a UK delivery address there.

Under How orders are paid for in your shop settings, you can also offer reservation for collection, with payment taken in clinic. See Letting patients reserve shop orders and pay when they collect.

Where orders land

A paid order is recorded as a retail sale when payment confirmation is processed and appears in Awaiting dispatch on your Stock page, with the delivery address (or the collection location) and the total. You are emailed when an order comes in, at Your clinic's contact email in Settings > Clinic; if that is blank or invalid, the notification goes to active clinic owners with usable email addresses. If neither destination is available, no email is sent.

When you have posted it or handed it over, press Mark posted or Mark collected and it drops off the list.

The order keeps the buyer's own name and contact details. An email match to a patient is a suggestion: use Link to patient after checking it. You can use Unlink to remove an incorrect link.

Stock and VAT

An online order takes the items off your stock levels and counts towards your retail sales and your VAT report with no extra work, just like a counter sale. Each product line keeps its recorded VAT category. The whole sale is Medical if its recorded product categories are all medical; otherwise it is Cosmetic. Postage follows the sale category. Set product VAT categories with your accountant's guidance. See Selling retail products and skincare for how retail sales are recorded.

If a paid order cannot be recorded because of a temporary failure, the original paid checkout is kept for retry. It is recovered into the sale and dispatch lists rather than starting a second charge.