In-Store Order Processing – Lukas Nursery

Article ID: KB-OPS-024

Category: Retail Operations / Point of Sale (POS)

Applies To: Store Associates, Cashiers, Shift Supervisors

Overview

This guide covers the standard procedure for creating, processing, and finalizing in-store customer orders using the Point of Sale (POS) system. Following these steps ensures accurate inventory tracking, correct billing, and a seamless checkout experience for customers.

Step-by-Step Order Workflow

1.Start New Order Session:POS Terminal Setup.

Log into the POS system using your Associate ID and PIN. Select New Transaction from the main dashboard to open a fresh cart session.

2.Scan or Select Products:Cart Building.

Scan product barcodes using the handheld scanner.
For unbarcoded items, search by SKU or item name using the Inventory Search bar.
Verify quantities and apply any valid item-level promotions or supervisor overrides if prompted.

3.Attach Customer Account:Loyalty & Identification.

Ask the customer for their phone number or loyalty account ID.
If the customer is registered, select Attach to Order to apply member discounts and earn points.
If the customer is new, tap Quick Add to enter basic contact details (Name, Email/Phone) if they wish to enroll.

4.Select Fulfillment Method:Carryout vs. Special Order.

Standard Carryout: Leave default setting as In-Store Picked.
Ship-to-Store / Special Delivery: Tap Change Fulfillment, enter the customer's shipping address, and select the target delivery date.

5.Process Payment:Tender Selection.

Confirm the final total with the customer and select the payment method:

Credit/Debit: Prompt the customer to swipe, insert, or tap on the terminal.
Cash: Enter the exact tendered amount; the system will calculate change due.
Gift Card/Store Credit: Scan the card barcode or swipe to apply the balance.

6.Issue Receipt & Complete Session:Transaction Finalization.

Ask the customer for their preferred receipt format:

Print: Issue the paper receipt from the printer.
E-Receipt: Verify the email on file and send a digital copy.
Both: Select print and email option.
Bag the items, hand over the receipt, and select Complete Transaction to reset the terminal for the next customer.

Exceptions & Common Scenarios

Scenario	Immediate Action	Next Step
Barcode Scan Fails	Manually enter the 12-digit UPC or search by product description.	Tag the item for re-labeling or notify stock team.
Price Mismatch / Discrepancy	Check shelf tag or active promo sheet.	Request supervisor approval for manual price override if required.
Declined Payment	Inform customer politely and ask for an alternate card or tender type.	Do not complete the transaction until full payment is authorized.
System Freeze / Timeout	Do not restart mid-payment. Check the terminal screen status.	If payment was authorized, recall the held transaction via Transaction History.

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