Post shop orders to customers

By default customers collect their shop orders from your centre. Switch on Collect and post and they can choose to have an order posted instead. You set the postage price for each country, and you post the parcel yourself.

When you'd use this

You sell things that travel well (T-shirts, masks, books) to customers who are not at your centre.
You want to charge postage without weighing anything.
You want one list of what to post, with the address ready to copy onto the parcel.

Before you start

Your online shop must be switched on and showing products on your website (see Your shop on your website).
You need permission to edit your website to change delivery settings, and the Counter permission to see addresses and mark orders as posted.
Decide your postage price for each country you will post to. DiveOps does not look up carrier prices or weigh parcels, so the price is yours to set.

Turn on posting and set your prices

Go to Website, open the Shop tab and find the Delivery card.
Choose Collect and post (the other choice, Collect only, is how every shop starts).
Add a row for each country you post to, with your prices:
- First item: the postage for one item.
- Each extra: the postage added for every further item in the same order.
- Free over: optional. Leave it empty if postage should always be charged.
Press Save delivery.

DiveOps will not let you turn posting on until there is at least one price row, and it will not let you remove the last row while posting is on. Customers can only choose posting for the countries you have added.

How the postage is worked out

Postage = first item + each extra item × (number of items − 1). The number of items is the total quantity in the basket, so three of one T-shirt counts as three items.

Example: first item 4.00, each extra item 1.50. An order of 3 items costs 4.00 + 1.50 × 2 = 7.00.

If you set Free over and the order's goods total reaches that amount, the postage is free. The total of the goods is what counts, not the postage. A price of 0 is allowed if you really do want free postage, and you will see a warning so it is not an accident.

Prices are in your centre's currency and include tax, like your shop prices. Postage is taxed the same as the goods it travels with.

Mark a product Collect only

Some things are too big or heavy to post, such as cylinders and weights.

Open the product in Shop, Manage.
In Details, make sure Show in your online shop is on.
Switch on Collect only and save.

If a customer's basket holds a Collect only product, the Post it to me choice is greyed out at checkout and names the product. They can collect the whole order, or take that product out of the basket to have the rest posted.

What the customer sees

At checkout they choose Collect at your centre (free) or Post it to me (shown as "From" your cheapest price).
If they choose posting, they fill in Name on the parcel, Country, Address line 1 and the rest of the address. The postage appears before they pay and is included in the total.
They pay on the secure pay page as usual. The amount charged is the goods plus the postage.
Their order page says the order will be posted to that address. If you have set your returns wording on the Delivery card, they see it at checkout and in their order email.

You only collect an address when the customer chooses posting. Customers who collect never give one.

Post an order

Open Finance → Shop and press Orders to post.
Each paid order shows its items, the postage paid and the address to write on the parcel. The label To post marks orders waiting for you.
Post the parcel.
On the order, type a tracking number or note if you have one (optional), then press Mark as posted.

The customer gets one email, "Your order is on its way", with where it is going, what is in it and your tracking note. Pressing the button twice does not send two emails. If the customer has no email address, or the email cannot be sent, DiveOps tells you on screen so you can let them know yourself.

An order that sold out while the customer was paying is labelled Sold out. The customer was refunded, so there is nothing to post.

Refunds

Refund a posted order from the till as you would any other sale (see Using the POS). A full refund gives the postage back along with the goods.

How long addresses are kept

DiveOps removes the name and address from an order 180 days after you mark it as posted. After that the order shows Address removed after 180 days and can no longer be marked as posted. If your centre posts, your website's privacy notice says this to customers.

Posting abroad

You can post to any country you add a price for. Customs, import duty and local taxes are not part of your postage price. The customer pays them, and may be asked for them when the parcel arrives. You will see a note about this on the Delivery card when you add a country other than your own.

Troubleshooting

Symptom: I can't turn on Collect and post → Cause / fix: add at least one country price row first.
Symptom: A customer can't choose posting for their country → Cause / fix: you have no price row for it. Add one on the Delivery card.
Symptom: Post it to me is greyed out → Cause / fix: a Collect only product is in the basket. The message names it.
Symptom: I don't see Orders to post → Cause / fix: it needs the Counter permission. Ask an owner or manager.
Symptom: "Marked as posted" but the customer says no email → Cause / fix: check the message DiveOps showed. If it said the email could not be sent, tell them yourself.

Set your returns policy

Your returns policy is yours to set. DiveOps does not choose it for you, because the rules differ from country to country.

On the Delivery card, find Returns for posted orders.
Open Start from a template and pick one: No change-of-mind returns, 14 days, customer pays return postage or 30 days, free returns.
The wording appears in the box. Change it to suit your centre, or write your own from scratch.
Press Save delivery.

Good to know:

Picking a template replaces what is in the box.
Customers always see one extra line under your wording: "This does not affect your legal rights." You cannot remove it.
In the UK and the EU, online customers have 14 days to change their mind by law. If your centre is there and your wording offers no change-of-mind returns, you see a warning. You can still save.
If you leave the box empty, customers see no returns policy.