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How to Create an Order for a Customer

Updated
Feature Availability User Permissions Time to Complete Skill Level
Philippine and US stores on Launch, Grow, Scale and the free trial Store owner, or a team member with Orders (Create) access plus, under Contacts, View and Create orders from a contact About 5 minutes Beginner

Summary

Overview: Use Create Order to take an order for a customer yourself, for example a phone, chat or walk-in order. You pick an existing contact or enter a guest, add products, choose delivery or pickup and a payment method, and place the order. For online payments you get a payment link and QR code to send to the customer.

Prerequisites:

  • A store on Launch, Grow, Scale or the free trial.
  • At least one shipping method switched on. See How to Set Up Shipping for Your Store.
  • At least one payment option ticked on that shipping method (for example Cash on Delivery). See How to Accept Cash Payments (Cash on Delivery and Cash on Pickup).
  • Published products in the store location you are selling from.
  • For an existing customer: the contact must have a mobile number.

Step-by-Step Instructions

Step 1: Open Create Order

Choose one of these:

  • From Orders: In the sidebar, click Orders, then click Create Order.
  • From a contact: In the sidebar, click Contacts and open the contact. Under Assist Customers, next to Call-In Order, click Create New Order. The contact is already selected for you.
  • From a product: In the sidebar, click Products, then Inventory. Open the actions menu on a product's row and click Create Order, then choose the customer. The customer and product are already filled in.

The Create New Order page opens.

Step 2: Choose delivery or pickup

Under Delivery or Pickup, click Delivery or Store Pickup. Store Pickup only appears if Store Pickup is switched on in your shipping settings.

Step 3: Choose who the order is for

Under Order For, choose one:

  • Existing Customer: Search by name, email or phone in Search customer by name, email, or phone... and select the contact.

  • Guest Customer: Fill in the form, then click Continue.

    Field Required?
    First Name Yes
    Last Name Yes
    Email Address No
    Mobile Number No, but needed for Standard Delivery and for E-wallets

    If you give an email and phone number, the guest is saved to your Contacts for a faster checkout next time.

Step 4: Choose the delivery address (Delivery orders only)

Skip this step for Store Pickup.

  1. Under Customer Delivery Address, select one of the customer's saved addresses. The one marked Default is selected for you.

  2. To use a different address, click Add New Address. If the customer has no saved address, the form opens automatically.

  3. Fill in the address and click Continue:

    Field Philippine store US store
    Address Line Required Required, up to 35 characters
    Apartment, Suite, etc. (Optional) Not shown Optional
    State/Province / State Required Required
    City/Town / City Required Required
    Barangay Required Not shown
    Zip / Postal Code / ZIP Code Required, 4 digits Required, 5 digits
    Landmark Optional Optional

Step 5: Add products

  1. Under Select Products, choose the store location in Select Location if you have more than one. The first location is selected for you.
  2. Use Select Category or Search... to find a product. The table shows Product Name, Category, Price, Stock (Infinite for products that are always in stock) and Actions.
  3. Click Add on the product's row.
  4. If a product window opens, choose the variant (see How to Add Product Variants), tick any Add-ons (see How to Offer Product Add-ons), set the Quantity, and click Add to Order.

The products appear under Order Summary on the right. Change a quantity there, or click the trash icon to remove a product.

Step 6: Choose a shipping method (Delivery orders only)

Under Select a Shipping Method, pick one of the methods you have switched on:

  • Standard Delivery (Philippine stores only)
  • Manual Shipping by Customer
  • Manual Shipping by Merchant

For Store Pickup orders, this section is hidden.

Step 7: Choose a payment method

Under the payment method heading, pick one. You only see the options you ticked on the chosen shipping method:

Option When you see it
COD (Cash on Delivery) Ticked on the shipping method
COP (Cash on Pickup) Ticked on the shipping method
Pay via Xendit Philippine stores connected to Xendit. "Customer chooses from your activated channels on the Xendit page."
Credit Card Philippine stores with online payments active and not connected to Xendit
E-wallets Philippine stores with online payments active and not connected to Xendit. Pick the e-wallet below it.

For Pay via Xendit, Credit Card and E-wallets, choose how long the payment link stays open under Set Expiration of Payment: 24 hours (default), 48 hours, 72 hours, or Enter hours (up to 999).

Step 8: Apply a discount code (optional)

Under Order Summary, type the code in Enter Discount Code and click Apply. You see Promo code successfully applied! and the Discount line updates.

Once both a shipping method and a payment method are chosen, the summary shows Sub Total, Shipping Fee, Additional Fee, Customer Convenience Fee (if any), Discount, Tax (if any) and TOTAL AMOUNT.

Step 9: Place the order

  1. Click Proceed to Checkout.
  2. In Confirm Order, check Order For, Payment Method, Shipping Method, Shipping Address and the products.
  3. Click Place Order (or Back to make changes).

You see Successfully created an order for [customer name]. and the New order created! window opens with the Customer Name and Order ID.

Step 10: Send the payment link (online payments only)

For E-wallets, Credit Card and Pay via Xendit orders, the New order created! window also shows a QR code and a Pay Now via link. Send the link to your customer or let them scan the QR code. They must pay before the time you set in Set Expiration of Payment.

Click View Order to open the order, or Close to go back.

What your customer receives

  • COD and COP orders: the customer gets the order confirmation right away, by email (if they have an email address) and by text message (if they have a mobile number).
  • Online payment orders: the confirmation is sent after the customer pays.
  • Later status updates are sent the same way. Orders you create always use both email and text message where the customer has them.
  • You can change the confirmation email in Settings → Messaging. See How to Set Up Order Notifications.

Verify It Worked

Success criteria:

  • You see Successfully created an order for [customer name]. and the New order created! window.
  • The order appears in Orders with the Order ID shown in the window.
  • For online payments, the window shows the QR code and Pay Now via link.

Troubleshooting

Common errors

  • "The customer must have a mobile number set up.": the existing contact has no mobile number. Add one on their contact profile, or create the order as a Guest Customer.
  • "Please complete all the required fields." (when clicking Create New Order on a contact): the contact has no mobile number. The contact's edit form opens. Add a mobile number and save.
  • "Please select a customer first": choose a customer (or click Continue on the guest form) before adding products.
  • "Please select a customer delivery address.": pick or add a delivery address before choosing a shipping method.
  • "Please add a mobile number for this shipping method.": a guest order with Standard Delivery needs a mobile number. Add it to the guest form and click Continue again.
  • "Please add a mobile number for this payment method.": a guest order paid by E-wallets needs a mobile number.
  • "Postal Code must be 4 digits" / "ZIP Code must be 5 digits": fix the postal code in the address form.
  • "Minimum order amount for credit card payment is 50 PHP.": card payments need an order total of at least PHP 50.
  • "Cart is empty. Add items to proceed." or Your cart is empty!: add at least one product.
  • "No shipping options available": no delivery method is switched on. See How to Set Up Shipping for Your Store.
  • No payment methods appear: no payment option is ticked on the chosen shipping method. Open that method in Settings → Shipping and tick one.
  • Proceed to Checkout is greyed out: a customer, shipping method or payment method is missing. For E-wallets, pick the e-wallet. For Enter hours, type a number of hours.

Limitations & considerations

  • Same Day Delivery and Scheduled Delivery can't be chosen in Create Order.
  • Bank Transfer and Over the Counter aren't offered in Create Order.
  • Standard Delivery, Credit Card, E-wallets and Pay via Xendit are Philippine-only.
  • Only published products are listed.
  • Changing the customer clears the chosen delivery address and discount code. Switching between Existing Customer and Guest Customer also clears the payment method.
  • Add-ons only show for products that have them.

Next Steps & Related Resources

Need more help? For more information and assistance, please send an email to support@prosperna.com.

Last Updated: 10/09/2026