FAQ
Setup
Can I sell without creating a form first?
Yes — you can create manual orders directly from Orders. But forms are the recommended public intake path. Without one, every customer order has to be entered by hand.Does EcommOS support a hosted storefront with checkout?
Not yet. The current public intake surfaces are the hosted sales form and, for connecting other tools, Channels. Storefront, catalog, cart, and Paystack checkout are on the roadmap. If you need storefront checkout today, embed your form on your own landing page.Can I import orders from WooCommerce or Elementor?
WooCommerce import is on the roadmap. Elementor is already supported today through Channels → Webhooks — your Elementor form can post submissions straight into EcommOS as orders.Can I export orders, stock, or Cashflow records to CSV?
Not yet. CSV export for orders, inventory, Cashflow, staff, and contacts is on the roadmap. Today, use the in-app filters and views.What are Campaigns, Customers, and Chat for?
All three are on the roadmap and not live yet — you’ll see them in the sidebar, but they’re placeholders for now. Campaigns will be for sending and tracking marketing campaigns. Customers will be a unified customer record beyond what’s captured on individual orders. Chat will be internal team messaging, not a customer conversation inbox.How do I test without creating live orders?
Use the/tools/test-submit route on staging, or submit through your live form with clearly fake test data. Test orders are flagged so they can be filtered out of revenue reports. Do not mix test and real orders in production queues.
Orders
Why is my first form submission not showing in the queue?
Check in order:- The product exists and is active.
- The form is published (status active).
- The submission went to the correct public form URL (check the public key).
- The queue filter includes the expected status (for example,
New). - The assigned staff exists and has product scope — otherwise the order is unassigned and shows up under the unassigned pool, not under a rep’s queue.
Why did an order go to the owner instead of a Sales rep?
Round-robin only assigns to active staff with the right product scope. If no scoped Sales rep exists, the order stays unassigned (or routes to the owner if the owner is the only eligible assignable staff). Scope a Sales rep to the product to fix this.Can I move an order back from Confirmed to New?
Yes. Moving away from Confirmed clears later-stage data (dispatch, delivery, remittance). The transition is recorded in the timeline.
Can I edit a status field directly?
No. Status fields go through transition endpoints only. This prevents accidental status mutation that would break stock and revenue truth. Use the status controls in the order drawer.What are custom order statuses?
Custom statuses are additive pre-confirmation queue labels (for exampleAwaiting callback, High value) that help you organize your queue. They do not replace the core lifecycle. Applying a custom status keeps the order in the Orders queue; any system transition (Confirmed, Cancelled) clears the custom status. See Set up custom order statuses.
What’s the difference between an Offer and a Package?
They’re the same thing, seen from two sides. An Offer is what you configure on a form — the price/quantity choice a customer picks from. Once a customer orders it, that choice shows up on the order as the Package. Set up Offers; read Packages.Inventory
When is stock decremented?
Stock is decremented only when an order is markedDelivered, and only at the delivery agent’s location that actually delivered it. Dispatch does not decrement stock. If an order is dispatched but returned undelivered, no stock was touched.
Can I transfer stock between delivery agents?
Yes. Create a waybill from the source location to the destination location. The destination confirms receipt to complete the transfer.Can I reverse a mistaken delivery decrement?
Not yet. There is no explicit reversal workflow today. Use anADJUSTMENT_INCREASE movement with a note explaining the correction. A proper reversal workflow is on the roadmap.
What’s a combo product?
A bundle made of products you already sell, priced and sold as one item. See Bundle products with combos.Staff and roles
What roles can I assign?
Seven: Owner, General Manager, Sales manager, Sales rep, Logistics manager, Inventory manager, and Accountant. Owner is created automatically with the org and can’t be created through staff management. See the Roles section for what each one can do.I’ve seen “Call rep” or “Manager” in old material — are those still roles?
Those names are retired from the UI.Call rep is now Sales rep, and Manager is now labeled General Manager — same role, current name. Legacy names (Admin, Staff, Agent, Call rep) are still accepted and normalized automatically if you encounter them in older links or integrations.