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Using NewStore Associate App

Choosing a language

Associate App is available in English, Catalan, Chinese, Czech, Danish, Dutch, French, German, Italian, Japanese, Korean, Polish, Spanish, and Swedish. To change the language, change your iPhone's language:

  1. Tap Settings > General > Language & Region >iPhone Language.
  2. Choose a language. If the language you selected is supported by NewStore, the app will use it.

Logging in

There are 2 ways to log into the app:

Using your credentials

Use your credentials to log in when you have never logged into the app on this device or when your PIN has expired.

If your business has enabled logging into NewStore Associate App with your existing corporate credentials, use them to log into the app. Otherwise, use your assigned NewStore credentials.

Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

To set up credentials, see Configuring identity and access management .

To log in using your credentials:

  1. Ensure that you know your login and password.

  2. On the login screen, to log in for the first time, use one of the following options:

    • Your NewStore credentials - Tap Login with Username and Password.
    • Your existing corporate credentials - Tap Login with my company email, if SSO is configured for your business.

    A new screen appears asking you define a 4-digit PIN.

  3. Select a PIN. You can use this PIN to log into this device next time you log in (See Using your PIN ).

note

This PIN is valid for a specific duration (7 days by default). Once your PIN expires, re-enter your email and password to reset your PIN.

When you log in, the store you are assigned to appears on the screen. Ensure that the store you are assigned to is correct. If not, tap Not your store? and tap Log out. A manager must reassign you before you log in again.

You can also tap Dismiss to continue with the current store.

Important

If enabled for your business, you will be automatically assigned to the store to which the device is assigned via the MDM, even if you are assigned to a different store in Omnichannel Manager.

This feature ensures that you do not have to ask management or support to reassign you in Omnichannel Manager every time you switch stores.

Using your PIN

Once you have logged in using your credentials and set up a PIN for this device, you can use it to log in:

  1. When you launch the app, the Recent users screen appears.

  2. Tap your name if it's in the list.

    note
    • If your name is not in the list, you have to log in using your credentials.
    • If your name has a lock icon next to it, your PIN has expired. Tap Enter your email and password to log in again.
  3. Type your PIN. You defined it the first time you logged into this device.

You are logged into the app.

note

When you log in, the store you are assigned to appears on the screen. Ensure that the store you are assigned to is correct. If not, tap Not your store? and tap Log out. A manager must

reassign your account to the correct store before you log in again.

You can also tap Dismiss to continue with the current store.

Managing customers

You can use NewStore Associate App for clienteling purposes by making sure that every customer that you serve is added to the app's My Customers section. This speeds up future checkouts and allows you to gather data about your customer's preferences.

note

When you make a sale, and a new customer provides an email address during checkout, a profile is automatically created.

Checking if a customer exists in the app

The Recently Viewed section, displays the last 3 customers you searched for.

  1. Tap

    to open the customer list.

  2. Type the customer's name (or a part of it), or the customer's email, in the search bar and check the result list.

    The Activity tab displays the customer's omnichannel purchase history, that includes the items the customer purchased, the amount they spent, and the channel they used to make the purchase.

Creating a new customer

note

With the new customer profiles you can use auto-populated fields and scanner identifier features. To enable these features, see Configuring auto-populated fields for customer profiles and Configuring scanner identifiers for customer profiles for more information.

To create a new customer profile:

  1. Tap

    and tap New Customer.

  2. Fill in the name, phone number, email, and other details for the customer and tap Create.

    note

    The email address for each customer must be unique. You cannot create multiple customers with the same email.

  3. (Optional) Add a shipping and billing address for the customer.

    When you start typing, valid addresses are automatically suggested.

The customer can now be assigned to a shopping cart by tapping Assign to cart. See Creating a shopping cart for more information.

Important

To delete a customer, contact the support team or send the customer deletion request using the Request customer deletion API.

Updating a customer profile

  1. Tap

    and tap Search .

  2. Type the customer's name (or a part of it), or the customer's email, in the search bar and find the customer whose profile you want to update.

  3. Tap the information to modify and proceed with the update.

    You can update the customer's first name, last name, email, phone number, shipping and billing address, and any additional information that you collected for the customer. Changing the shipping address in the customer's profile does not change the shipping address for the order. You can only change the address for the order in NewStore Omnichannel Manager. see Editing shipping information in the grace period .

    note

    Ensure that the email address is unique. You cannot enter the same email for multiple customers.

  4. Tap Save.

Also See Accessing your last checked out cart .

Viewing past customer purchases​

To view the order history for a specific customer, store associates can perform the following steps:

  1. Tap

    to open the customer list and open the customer's profile.

  2. Tap Activity. You can see the list of purchases for the customer.

  3. Tap the purchase that contains the item to be viewed in more detail. There are 3 actions store associates can take when viewing a specific purchase within the customer's profile:

    • Begin the item return process .

    • Print documents and receipts.

    • Resend the sales receipt to the customer's email address.

  4. Tap the action you wish to initiate.

  5. Follow the in-app prompts to complete your task.

Creating a shopping cart

The shopping cart, or cart, contains the items selected by the customer but not yet checked out.

NewStore Associate App allows you to check out items that are in your store, or in a different location (other store, or DC). You can search for items by brand, category, color and style.

Checking product stock levels

note

Products are sorted by availability by default in the catalog.

To check if the product is in stock at your store, or if it is available at another location:

  1. Find the product via the app's catalog by tapping

    and Search or scan the item.

  2. On the Product Details screen, tap Inventory Lookup.

  3. (Optional) If enabled for your business, you can print a hang tag for the product if needed. Talk to your store manager for more information.

    To print hang tags, on the Product Details screen, tap Print Hang Tags, select the number of copies you want to print and tap Print.

    Technical configuration
    The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

    See Printing in-store hang tags using additional pricebooks .

If NewStore does not manage inventory in the store, the ATP for the product at each warehouse and store is displayed. The ATP for your store is displayed first in the list of stores. Apart from your store, only those stores that have ATP of at least 1 are displayed.

When NewStore manages inventory in your store , the stock on hand value for the product is displayed instead of the ATP on the Product Details screen.

The sellable stock on hand is displayed for products in these scenarios:

ScenarioExample
When stock on hand is available5 items in your store
When stock on hand is negative, such as when you sell items that have been returned by customers. In this case, the stock on hand may turn negative until you perform a cycle count in the store.-2 items in your store
No inventory for the product in the storeNot in stock in your store
Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.
  • By default, NewStore Associate App is configured to display warehouses before stores. This can be customized via an extension point in the NewStore Associate App.
  • To filter the locations that are displayed in the Product Lookup screen, see Customizing NewStore Associate App .
  • By default products can be searched by title, description, color, size, and caption but not by product IDs or SKU. If you want to be able to search for products using a specific identifier, add the field as a searchable_attributes in the head section of your product import JSON payload. For more information, see the JSON schema for products.

(Optional) Customizing products

If enabled for your business, you can customize products based on the individual preferences of a customer before adding these products or items to the cart.

  1. Find the product via the app's catalog by tapping
    and Search or scan the item.
  2. On the Product Details screen, tap Customize Product and add the required customizations for the product before adding it to the cart.

Adding an in-store item

If the item is available in your store:

  1. Tap

    to get the device ready to scan price tags/labels.

  2. Scan the price tag of the item requested by your customer.

  3. (Optional) If your business uses serial numbers to track items during the fulfillment cycle, tap Add Serial Number to add the serial number for the item before adding the item to the cart.

    Technical configuration
    The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

    See Using serialized inventory .

  4. If enabled for your business, tap + to add additional quantities of the same item.

    Important

    You can only add a maximum quantity of 25 for each item. To add more items, add the product from the catalog again and specify the quantity.

  5. Tap Add to Cart. Repeat this step for all the items you want to add.

    To remove an item from the cart, swipe left on the item and tap Remove. To stop the purchase, tap Clear, and remove all items in the cart.

You can check the cart at any time by tapping

.

Adding an endless aisle item

NewStore Associate App allows you to process an endless aisle order by adding an item to an in-store cart that is available at another fulfillment location, but unavailable at your store.

Retailers can configure their endless aisle checkout flows to ship items directly to a customer’s address or directly to specified store locations.

Retailers also can configure their checkout process to allow for mixed carts. Mixed carts contain both in-store cash and carry items and items that have been designated for shipment to the customer’s address or a store location for pickup. See Choosing a payment option .

Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

To enable the mixed cart feature, see Enabling mixed carts in NewStore Associate App .

To configure endless aisle checkout flows to offer the ability to ship directly to store locations, see the Update Associate App configuration method to configure the ship-to-store option.

Cash, as a form of payment for endless aisle and mixed cart orders, is not enabled by default. However, retailers can enable cash as a payment method if desired. However, when using cash as a payment method, retailers must be mindful of refund challenges for items that could not be shipped. To enable cash payments for endless aisle and mixed cart orders, see Enabling cash payments for endless aisle and mixed cart orders in NewStore Associate App .

  1. Assign a customer to the cart. If no customer profile exists for the shopper, first create the customer profile. Assign the newly created customer to the cart.

  2. Tap

    .

  3. To find the product you are looking for, do one of the following:

    • Type part of the product name to see matching results.
    • Select Show all items and browse the catalog.
  4. Tap the picture of the requested item to open its details. The app shows that the item is not available in the store.

  5. (Optional) Tap Inventory Lookup to view the warehouses and stores that have this item in stock.

  6. If enabled for your business, tap + to add additional quantities of the same item.

    Important

    You can only add a maximum quantity of 25 for each item. To add more items, add the product from the catalog again and specify the quantity.

  7. Tap Add to cart. If the mixed cart feature is enabled, select one of the following options for each item in the cart:

    Technical configuration
    The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

    See Enabling mixed carts in NewStore Associate App .

    • It's in the store to sell: This option indicates that the specific item added to the cart is available in the store. The customer will be handed the item once checkout is complete.

    • Ship it to the customer: This option indicates that the specific item is NOT available in the store and therefore must be shipped to the customer or to a store location. Select this option for endless-aisle items.

  8. Repeat the previous step for all items requested by the customer.

  9. See Checking out a shopping cart .

Important

Remember to add a delivery option for this item to complete the checkout. This includes an endless item that was ordered individually or as part of a mixed cart order. See Adding delivery options .

Saving and restoring carts

After adding items to a cart, you can save the cart and return to it at any time to complete the purchase.

Important
  • Delivery options added to a cart are not saved, when you save the cart. Ensure that you add delivery options again when you restore a saved cart. See Adding delivery options .

  • All saved carts are automatically removed when you erase local app data and cannot be restored.

To save a cart:

  1. Tap More.

  2. Tap Save Cart.

    note
    • The cart is saved on the device, not on your account.
    • When you save a cart, the inventory related to the cart is not reserved.

To restore a cart:

  1. Ensure your current cart is empty and has no customer assigned to it.

  2. Tap

    , and tap Saved Carts. The list of carts saved on the device is displayed. Some of the carts might belong to other associates.

  3. Tap Restore on the cart that you want to use. The cart is restored and displays the items that you or another associate added earlier. You can now add more items to the cart or continue to checkout.

    note
    • When you restore the cart, it is removed from the saved carts.

    • Once you place the order, the order is assigned to you instead of the associate who created the cart.

Creating a cart from an RFID basket

If your business uses an RFID-enabled checkout basket, follow these steps to create a checkout in NewStore Associate App for the items in the basket:

  1. Tap
    and scan the QR code on the RFID basket.
  2. Verify that all the items in the RFID basket are displayed on the Cart screen. To add more items to the cart, either scan the items directly (without placing them in the basket) or add them to the basket and scan the QR code again to recreate your cart with the new items. Each time you scan the code on the RFID basket, the cart on your app is reloaded with the items in the basket. If you scan the QR code again after you add items directly to the cart, these items are removed from the cart.

You can now assign a customer to the cart and complete the checkout process for the customer.

Checking out a shopping cart

The shopping cart is a container for all the items the customer wants to buy.

Important

If your store supports credit card payments, ensure that you have

added the card reader to your profile and that it is on.

Assigning a customer to a shopping cart

(Optional) To add a customer to the shopping cart:

  1. Tap Add Customer at the top of the screen.
  2. Search and tap the customer you want to add.
  3. Tap Assign to Cart.

Adding discounts and redeeming coupons

Important

If you are on Associate App v1.52.0 or later, reason codes are enabled by default.

Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

If you are on Associate App v1.52.0, you can enable both item level manual discounts and price override, by specifying itemDiscount as a value within the cart_management or cart_management_v2 property in the Update Associate App configuration method.

For Associate App v1.52.0 or later, the cart_management_v2 property has no impact on price overrides. This property is only applicable if you are on Associate App v1.50.0 or v1.51.0. See Configuring price overrides for items (v1.50.0 and v1.51.0) as an example.

If automatic promotions have been created for your business, discounts associated with the promotions are applied automatically to the whole order or to specific items in the order.

See Creating discounts and coupons (legacy) in NewStore Omnichannel Manager to verify this.

For discounts and coupons created via NewStore Omnichannel Manager that must be applied or redeemed manually, tap More and select Redeem Coupon.

This option allows you to enter a coupon code provided by the customer or choose a coupon. The list displays up to 5 coupons that were most recently used on the device, since the last time the app was updated. You can also use a coupon to waive the shipping cost for a delivery.

(Optional) For discretionary discounts that can be offered to customers, such as for products that are damaged, associates can use manual discounts:

  1. Tap More.

  2. Select one of the following options:

    OptionDescription
    Apply Cart DiscountApplies a discount (percentage or monetary value) on the complete order or cart.
    Apply Item DiscountApplies a discount (percentage, monetary value) on the selected item or sets the price of the item.
  3. If enabled for your business, you must assign a reason for the manual discount. From the predefined list of reasons, select one (such as Damaged for discount on a defective product, or Employee for a discount to a fellow employee in the business). If no reason codes are specified for a given catalog, the Associate App will display a free text field to enter a custom reason for the discount.

    Supported from
    This feature is supported from Associate App v1.50.0.
    note

    This feature is not available when the app is offline.

    To change or update the list of predefined reasons, talk to your store manager or your IT support team.

    Technical configuration
    The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

    See Configuring reason codes for manual discounts (from v1.50.0 to v1.51.0) .

All discounts applied to the cart, including automatic promotions, coupons, and manually applied discretionary discounts can be viewed in the Discount details screen in the cart.

Coupons and manual discounts can be removed manually in the app.

Automatic promotions cannot be removed during checkout. Talk to your store manager or IT support team to disable incorrect automatic promotions.

Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

See Creating automatic promotions .

Applying a price override

Important

If you are on Associate App v1.52.0 or later, reason codes are enabled by default.

If enabled for your business, you can choose to override the price of an item. Depending on the situation, you can specify a price that is lower than the actual price of the item in the catalog.

For example, if a promotion is not being applied correctly in the app, you can use this feature to override it and apply a lower price to the item.

Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

To enable price overrides on Associate App version 1.50.0 or v1.51.0, see Configuring price overrides for items (v1.50.0 and v1.51.0) .

If you are on Associate App v1.52.0, you can enable both item level manual discounts and price override, by specifying itemDiscount as a value within the cart_management or cart_management_v2 property in the Update Associate App configuration method.

For Associate App v1.52.0 or later, the cart_management_v2 property has no impact on price overrides. This property is only applicable if you are on Associate App v1.50.0 or v1.51.0. See Configuring price overrides for items (v1.50.0 and v1.51.0) as an example.

Important

If a manual discount has already been added to the item, you must remove it before you apply a price override. Similarly, you cannot apply a manual discount when a price override is applied to the item.

To apply a price override on an item:

  1. Tap the item > Price override.

    (Optional) You can also tap More in the cart screen and tap Apply Price Override and select the item you want to apply the price override to.

  2. Select a predefined reason code for the price override. This is reflected in Omnichannel Manager as the reason for the price override. If no reason codes are specified for a given catalog, the Associate App will display a free text field to enter a custom reason for the discount.

  3. Specify the new price for the item and tap Apply.

  4. The price override is now complete.

    The cart screen displays the new price of the item, applied as a discount on the item.

    Important

    The price override does not change the actual price of the item in the catalog. If you add the same item again to the cart, you must apply a price override again for the second item.

  5. To remove the price override, tap the item and tap Remove discount.

Adding loyalty reward coupons for a customer

(Optional) To add applicable loyalty reward coupons for the customer:

  1. Ensure that you have assigned the cart to the customer.

  2. Tap More and select Redeem Loyalty Rewards.

  3. Select the discount coupon(s) you want to apply to the order.

    note

    Based on how they are configured for your business, any manual discounts and automatic promotions already applied to the order may also appear in this list as pre-selected options.

  4. Tap Apply Coupon(s).

(Optional) Adding lottery codes

If your store is in a country that accepts lottery codes from customers, such as in Italy, you can add it to the cart through the app.

A lottery code can be captured for all orders, but the lottery code is only transmitted to the tax authorities for orders that have been paid for via electronic payment options.

  1. In the app, add items to a cart.

  2. Tap More and select Receipt lottery code.

  3. Enter the customer's lottery code.

    Important

    In Italy, the lottery code is case sensitive and must be 8 characters long, consisting of letters and numbers.

Adding delivery options

Important

Add delivery options and details only after you have added discounts and redeemed coupons for the order. Delivery options added to a cart are not saved when you save the cart. Ensure that you add delivery options again when you restore a saved cart. Also see Saving and restoring carts .

If at least one item in the shopping cart has been selected to be shipped, you can add the delivery options by selecting the cart icon to begin the checkout process.

note

All items in a cart will be shipped to a single address/ location. There is no ability to have different shipping addresses on an item-by-item basis. If items need to be shipped to different addresses and locations, you should create separate transactions for each delivery location.

To add delivery for an order:

If you have selected at least one item to be shipped:

  1. Tap the cart icon.

  2. Tap Add delivery and enter the delivery address. If you have added a customer to the cart, tap the shipping address to use and tap Continue.

    If you have not assigned a customer to the cart, create the customer profile, assign the customer to the cart, and begin the checkout process again as specified in Step 1.

  3. Select a shipping option according to the customer's choice.

    Retailers can choose to have endless aisle items shipped to a customer’s address specified in their customer profile (such as home, work, or other addresses), or the customer can choose to have their items shipped to a specific store.

    • For customer address, all addresses defined as part of the customer’s profile will be displayed, and can you can select one to ship the items.
    • For store location, all store locations configured for your business will be displayed, with the default shipping destination specified as the current store where the order was created (displayed at the top of the list). Additional store locations are sorted based on geographic proximity to the current store location.
  4. Tap Add delivery to cart.

note

Once you have added a delivery, any new items added to the cart for shipment invalidate the current delivery. When the cart is modified after delivery options have been chosen, the user will receive a prompt to reapply the delivery options. This includes when a delivery address has changed after delivery options have initially been selected.

Adding notes to an order

If needed, you can add notes to an order or specific items in an order, to provide other associates with more context during fulfillment or order management in NewStore Omnichannel Manager.

Order and item notes that you add via NewStore Associate App are also available in NewStore Omnichannel Manager. See Monitoring orders .

Important

To add an order note, at least one item must be already added to the cart.

To add notes to an order, select the specific order and:

  1. Tap More.

  2. Tap Add Order Note and type the note for the order.

  3. Tap Save.

    The note is saved to the order in NewStore Associate App.

Adding notes to an item in an order

To add notes to an item within an order:

  1. In the cart, tap the item that you want to add a note to.

  2. Tap Add Item Note and type the note for the item.

  3. Tap Save.

    The note is saved to the order in NewStore Associate App.

Adding tax exemption to an order

Tax exemption can be added to the order during checkout.

note

Tax exemption is not allowed in certain countries due to local fiscal regulations. In such countries, tax exemption cannot be set up via Associate App.

Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

See Configuring tax exemption for orders .

Add tax exemption to an order

Important

If you are using the new tax exemption functionality in Associate App, see Configuring tax exemption information for an order .

(Optional) To add tax exemption to an order:

  1. Tap Taxes.
  2. Tap Tax Exemption to make the order exempt from taxes. No tax is charged to the customer for this order.
  3. Tap Close. The value in Taxes must display 0.00.

Configuring tax exemption information for an order

Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

This feature is only available when the new tax exemption functionality is enabled. For more information, see Enabling tax exemption in the app .

(Optional) To configure tax exemption information for an order:

  1. Tap Taxes.

    The breakdown of taxes for the order, and for each item is displayed in the screen. The breakdown of tax details can be shared with customers if they need to know more about what taxes were levied for their orders.

  2. Tap Tax Exemption.

  3. Fill in the tax exemption information of the customer. The tax exemption information can be retrieved from the tax exemption certificate or document provided by the customer.

    • Tax exemption number - Tax exemption number according to the tax exemption certificate/document provided by the customer.
    • Tax exemption class - Classification of the tax exemption certificate/document.
    note

    The tax exemption class field and its options are rendered based on the tax exemption class mapping configuration of the tax provider.

    For more information, see Configuring tax calculation settings and also the Tax calculation API.

  4. Tap Save.

    Tax exemption is configured for the order in NewStore Associate App, and the value in Taxes will display the tax amount that is applicable to the order that is calculated by the tax provider along with a Tax exemption applied message.

Displaying tax breakdown for an order

Supported from
This feature is supported from Associate App v1.45.0 and later.
note

From Associate App v1.43.0 to v1.44.0, this feature is only available when the new tax exemption functionality is enabled. For more information, see Enabling tax exemption in the app .

Tax breakdown view in the cart helps the associates to explain the tax details when inquired by the shopper during checkout.

(Optional) To display tax breakdown for an order:

  1. Tap Taxes.
  2. The breakdown of taxes for the order, and for each item is displayed in the screen. The breakdown of tax details can be shared with customers if they need to know more about what taxes were levied for their orders.
  3. Scroll down to see the tax breakdowns per each item

(Optional) Assigning an item to an associate

If enabled for your business, you can assign an associate to an item in the order so that the sale for that item is attributed to the assigned associate.

Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

To enable this feature, see Using sales attribution for items .

To assign an item to an associate for sales attribution:

  1. Tap the item in the cart.

  2. Tap Assign associate and from the list that appears, select the associate that you want to attribute the sale of the item to.

    note

    The list of associates displayed is based on the store that you are logged into during checkout. This list displays all associates who are assigned to the store and Enabled in Users in Omnichannel Manager. Associates that are Disabled in Omnichannel Manager are not displayed in the list. By default, no associate is assigned to items in the order.

    Note that the list also displays associates who are not logged into the store, but Enabled in Omnichannel Manager . Currently there is no way to prevent associates who are not logged into the store to be excluded from this list.

  3. The item in the cart screen also displays the name of the assigned associate under the item.

  4. To update the associate assignment, tap Edit assigned associate and reassign the item to another associate in the store.

  5. Continue with the rest of the checkout process.

Repeat the above steps for all the items in the order that need to be attributed to associates. If no assignment is made for any item in the order, the field is left blank in order export and other data reports. In such cases, the business assumes that the associate checking out the order performed the sale.

Proceeding to pay

To check out, tap

> Pay.

note

For a seamless checkout experience, we recommend that you know the approval rules configured for your business in NewStore. If your order needs approval, find an approver while you continue with the checkout process.

A summary screen appears. All the items in the shopping cart are displayed, indicating the items that are discounted. To remove a discount, tap Discounts.

Taxes displays the tax amount that is applicable to the order.

  • In countries with tax inclusive pricing, an additional Included in total price message is displayed.
  • When tax exemption is available and applied, an additional Tax exemption applied message is displayed.

Ensure that all details are complete and proceed to collect payment.

Choosing a payment option

Based on the rules configured for your business in NewStore, certain orders may require approval on NewStore Associate App before the purchase can be completed.

If your order needs approval, a QR code is displayed when you choose the payment option. An approver must scan the QR code before you can proceed with the checkout. See Managing order approvals .

Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

To set up payment options for the retailer, see Configuring payment options .

Choose the payment option requested by the customer. Customers may choose to pay for their items using one of the following supported payment options, or they may choose to split the total amount due for their purchase across multiple payment options. For the best practices in using split payments for a transaction - see the section: Applying split payments - best practices

NewStore supports the following payment options:

  • Gift Card: To accept payment via a physical or virtual gift card. You can enter the card number manually if the payment service provider supports it. If the balance on the gift card is insufficient, you can accept the remaining amount via another gift card, credit card or cash payment.

    Technical configuration
    The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

    If enabled for your business, checkout can only be completed when you enter a PIN for the gift card. See Configuring a PIN for gift cards .

  • Credit Card Reader: To accept a credit card payment using a credit card reader (or POS device).

  • Manual Credit Card Adyen: To accept a credit card payment via an Adyen payment device by manually entering the credit card details.

  • Tap to Pay on iPhone: To accept contactless payments via an iPhone.

    If this is the first time you are accepting Tap to Pay on iPhone payments, see the guide on Preparing iPhones to use Tap to Pay .

    Important

    See the NewStore hardware and software requirements to validate the iPhone version, iOS version, and minimum NewStore Associate App version requirements.

  • Cash: To accept a cash payment, enter the amount paid by the customer and tap Accept. The system will show the amount of change the customer should receive.

    note
    • If you have integrated with a cash drawer, scan the cash drawer to open it. The cash transaction is automatically logged.

    • If you are operating in a country where cash rounding is a compliance requirement, and this feature is enabled for your store, the app will automatically round off the total order amount.

      See Setting up cash rounding .

  • Customer Phone: To use the customer's phone and their electronic wallet to process the payment. Payments processed via the customer's phone will have payment origin as NewStore Checkout. Using NewStore Checkout allows you to charge the customer without relying on a credit card reader. Ensure the customer is fully aware of the content of the cart before initiating the payment process.

    Important

    For direct card payments or 3-D Secure via NewStore Checkout, contact Adyen for instructions on configuring 3D Secure for Pay by Link.

    This payment option requires the following:

    • The customer uses a phone or a device that supports a digital wallet.
    • The customer has an available and valid electronic wallet configured: Apple Pay, Google Pay, PayPal, or other digital wallet payment methods supported by Adyen for Pay by Link.
    • The customer can also pay with a credit card if this payment option is configured within Adyen Pay by Link.
    • The customer's phone internet access is good enough to complete the payment process.

    This payment option generates a QR code in the NewStore Associate App, which the customer has to scan using the Camera app. When the customer scans the QR code, they are prompted to open a NewStore page in a browser. When they open this link, they can choose one of the payment options available to continue payment. While the customer is on the payment page completing the payment, the app stays on the page displaying the QR code until the payment is complete.

    Important

    If the content of the cart changes while using the Customer Phone payment method and you are using the QR code or the Send Checkout Link option, then you must send a new link. Alternatively, have the customer re-scan the QR code to invalidate the original payment link and pickup the corresponding changes in the cart value.

    After the customer completes the payment and receives a message confirming payment completion, the app is automatically updated and displays a summary of the completed transaction. See Completing the purchase .

    note

    If no customer is assigned to the cart, the customer's email address and name associated with the electronic wallet or credit card are used to automatically assign the transaction to the customer profile with that email for a returning customer. A new customer profile is created if none exists yet for that email address.

  • External Payment (payment method): If enabled for your business, use this method to record payments via an external payment provider that is not integrated into NewStore. Retailers can define multiple external payment methods, which associates can select to denote the various non-integrated payment options in use. 

    Supported from
    This feature is supported from Associate App v1.51.0 and later.

    When processing payments using the External Payment (payment method) option, follow the steps below:

    1. Select the type of external payment. Users should select the correct external payment method that matches their payment system.
    2. Enter the amount user wants to process using this external payment method (default behavior presents total amount due).
    3. Tap Proceed.
    4. Confirm the user has paid and they have processed the payment using the external payment system and then tap Confirm and Checkout. Ensure that the payment has been processed successfully before you tap Confirm and Checkout. NewStore does not offer any visibility into external payments or refunds for later reconciliation.
    5. Complete the checkout process.
    note

    Associates can skip selecting an External Payment method if it does not match the payment form preferred by the user. They can also dismiss the "Payment Methods" view and complete the checkout and payment process. NewStore will record the payment for this transaction as External Payment within the associate app. Within the NewStore Omnichannel Manager, event stream, and APIs, the payment method used for this transaction will be shown as non_integrated.

Applying split payments - best practices

Customers may choose to pay the total amount due for a transaction by using multiple payment options from those supported on the NewStore platform. When processing multiple payment options for a transaction, store associates should follow these best practices:

  • Process cash payments first, then credit cards (including Tap to Pay on iPhone), and then gift cards.
  • Ensure the customer has all necessary payment options available, as each option will go through a completion process, and once a payment is successful, it cannot be reversed.
  • Once the first payment is fully processed and the total amount due is reduced, that payment is considered complete.
  • If a customer decides not to complete a transaction, the payment cannot be reversed or canceled mid-transaction. Instead, the store associate should complete the transaction. The recommendation is to process the final payment due as cash, and then immediately process a return and refund. This will ensure the cash payment used to complete the transaction, and the initial payment(s) processed are fully refunded.
  • When processing the first payment in a split payment transaction, the store associate should enter the specific amount and then select Accept to process it. If the processed amount is less than the total due, the associate will be prompted to add the next payment option. Selecting Next confirms that the initial payment is completed and deducted from the total amount due.
  • If the store associate attempts to close the next payment screen by selecting “x”, a message will appear, alerting them that payment(s) has been processed and, they must complete the transaction and then process a return and refund to reverse the payment.

Managing order approvals

Based on the rules configured for your business in NewStore, certain kinds of orders may require approval. For example, if you apply a discount to the order, if the order is paid for in cash, or if you had to enter the credit card details manually.

note

For a seamless checkout experience, we recommend that you know the approval rules configured for your business in NewStore.

If you are using NewStore Associate App v1.2.0 or earlier versions, any associate assigned to the same store can approve an order.

If you are using NewStore Associate App v1.3.0 or later, only store managers or certain associates with the relevant permissions can approve the order.

Important

For coupons or promotions applied automatically to orders in the app, manager approval rules do not apply.

Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

To assign the required permissions for approving orders to store associates, see Permissions for NewStore Associate App . For more information on approval rules configured for your business, see Configuring manager approval rules .

Getting approvals for orders

note

No notifications are sent to other associates or your manager alerting them that you need approval for an order. Ensure that you know which associates can approve orders in the store, for faster checkouts.

To get your order approved, ask the approver to scan the QR code that is displayed on your app. When they approve the order on their app, you can continue with the workflow and complete the purchase.

Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

Only associates assigned to the same store, and with the required permissions, can approve your order. For more information, see Permissions for NewStore Associate App .

Approving orders

To approve an order:

  1. Scan the QR code displayed on the app of the associate processing the order. The reasons for order approval are displayed.

  2. Tap Approve. Your name and email are recorded in the approver details when orders are exported in NewStore Omnichannel Manager. See the Approver Name and Approver Email fields in CSV columns in the order export .

    If you tap Cancel, the associate cannot proceed with the purchase.

Completing the purchase

When the payment transaction is complete you can either print the receipt or email the receipt to the customer.

Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

(Optional) If enabled for your business, you can print gift receipts for the customer, if a gift is part of the order. See Printing gift receipts .

To send the sales receipt to the customer's email address, tap Email Receipt. Enter an email address. If the customer doesn't have a profile in NewStore, a new customer profile is created using the email address you entered. If the customer already has a profile, the receipt is sent to the email address you added. No new profile is created using this email address.

Additionally, if a customer has a prior purchase and they have misplaced or lost their original sales receipt, the store associate can resend the original sales receipt to the email address that was used for the original purchase. Associates can resend the sales receipt within the customer profile by selecting the Activity tab and then finding the specific order for which the customer would like the sales receipt.

note

If the email address provided as part of the original purchase was incorrect, the option to send the sales receipt to email will use the same email address that was used on the original purchase. It is recommended to resend receipts to the customer using NewStore Omnichannel Manager instead of the Associate App.

To print the receipt for the customer, tap Print Receipt.

If you have only one printing station in the store, the printing job starts immediately when you tap Print Receipt. If you have more than one printing station, a countdown appears. The printing job starts when the countdown reaches 0. To print immediately, tap the countdown itself.

Use this countdown to change the printing station, if needed.

note

Selecting a new printing station does not change the default printing station. See Setting your default printing station .

Tap Done to finish the checkout process. The purchase is complete and is displayed in NewStore Omnichannel Manager. For more information, see Omnichannel Manager .

(Optional) Printing fiscal receipts

To print receipts to comply with hardware fiscalization requirements in your store, such as for stores operating in Italy or Poland:

  1. Add a fiscal printer to your store. See (Optional) Setting up a fiscal printer .

  2. After the payment transaction is complete for the order, tap Submit Order.

    NewStore Associate App automatically prints a receipt using the fiscal printer in the store.

Important

Because Associate App communicates with the fiscal printer during the order placement process to print a fiscal receipt, ensure that it remains in the foreground and that the iPhone stays unlocked.

Important

Ensure that a Z-Daily Report has been generated and printed via NewStore Associate App at the end of each applicable period for the store. Otherwise, printing sales receipts via a fiscal printer will fail the next day. To view the supported time period for each type of fiscal report in the app, see (Optional) Printing fiscal reports .

(Optional) Printing fiscal reports

If your business operates in a country where hardware fiscalization regulations apply, such as in Italy or Poland, you must print fiscal reports at a specified frequency. For example, at the end of each day.

To print documents to comply with fiscalization requirements in your store:

  1. Add a fiscal printer to your store. see (Optional) Setting up a fiscal printer .

  2. Tap

    > Fiscal Reports.

  3. Print one of these fiscal reports for the store:

    • X-Daily Report: An X-Daily Report, or a flash summary report includes all transactions done in the time period from when the last Z-Daily Report was generated until the time the X-Daily Report was invoked.

      To print the report, tap X-Report > Daily Report > Print.

    • Z-Daily Report: A Z-Daily Report is generated at the end of each business day at the store, and includes a detailed log of all transactions done in the store for the day.

      To print the report, tap Z-Report > Daily Report > Print.

    • Z-Monthly Report: A Z-Monthly Report is generated at the end of each month at the store, and includes a detailed log of all transactions done in the store for the month.

      To print the report, tap Z-Report > Monthly Report > Print.

(Optional) Resolving fiscalization errors

If you are operating in a store in Sweden, fiscal regulations in the country require the store to meet certain requirements. One of these is to log transactions made in the store via a control unit.

If the control unit is unavailable or does not work, an error message with the following text is displayed when you try to submit the order after payment is complete:

Order placement failed due to fiscalization error. Retry or contact support for assistance.

You can try to submit the order again by tapping Submit Order. If the order fails again, contact the support team.

Any orders that cannot be placed due to errors with the control unit or other fiscalization errors are logged in the fiscal reports as voided transactions. See Viewing fiscal reports .

Important

When fiscalization errors occur, it is possible that the payment or refund may have been processed, even if the order or return was not placed. Ensure that any necessary corrections are made to avoid discrepancies later.

Accessing your last checked out cart

To access the last order you processed on a specific device, tap

and tap Last Checkout. Only the last checked out cart processed by your user account on this device is displayed to you. Your last order won't be displayed to other associates when they log on to this device with their credentials.

  • To print the sales receipt for the customer, tap Documents & Receipts and tap Print.
  • To update the customer's details immediately after the sale, tap the customer name. You can update the first name, last name, phone, email, and address information for the customer. Changing the shipping address after the sale will not change the delivery address for the order. You can only change the address for the order in NewStore Omnichannel Manager. See Editing shipping information in the grace period .
note

You can access only the last sale that you made, via Last Checkout. If your last cart was a return, tap

, choose the customer and update the customer information. You can also tap Activity to reprint the sales receipt or return receipt.

Returning items

You can process 2 types of returns in NewStore Associate App:

  • Standard return: the customer's order can be found.
  • Blind return: the customer's order cannot be found.
Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

To configure returns for your business in NewStore Associate App, see Configuring returns in NewStore Associate App .

Returning an item

  1. Tap
    to open the customer list and open the customer's profile.
  2. Tap Activity. You can see the list of purchases for the customer.
  3. Tap the purchase that contains the item to be returned.
  4. Tap Return in the top right corner.
  5. Tap the item to return.
  6. Select a return reason.
  7. Select the item condition.
  8. Repeat the last 2 steps for each item to return.
  9. Check the return details and tap Apply Amount to Cart.

A new shopping cart is created, containing the item(s) to be returned.

note

Notice the credit added to the cart. It represents the total value of the items to return. This may also implicitly include the shipping costs to be refunded to the customer.

If all of the items from an order are returned, the shipping cost for the order is refunded to the customer. The refunded amount for shipping costs is available in the return receipt of the order.

Once the shopping cart is ready with the items that will be returned to the customer for a refund, proceed to Choosing a refund option .

Choosing a refund option

Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

To set up refund options for the retailer, see Configuring refund options .

  1. Tap Refund.

  2. Select a refund option from the following options:

    • New Gift card: Issues a new gift card for the refund amount. This option may not be available if your store's policies don't allow refunds to gift cards.

      Enter the following details if required by your business and tap Add Gift Card:

      • Gift Card Number
      • PIN for the gift card
      • The customer's email address
    • New Electronic Gift card: Issues an electronic gift card for the refund amount, which is sent to the customer's email address.

    • Present Card for Refund: Allows you to swipe the credit/debit card that should receive the refund.

      note

      Currently, you cannot enter a credit/debit card number manually to receive the refund.

    • Original Payment Method: Refunds to the original payment method that was used to pay for the item via an external order management system.

      For orders that were paid for via external payment options such as WeChatPay or AliPay, this option is disabled by default. Use the External Payment Method to refund the amount instead.

      Important

      This refund method only works if the order number for the returned item, from the external order management system, was entered during the return process.

      • If the customer used several credit cards to pay, each credit card is refunded for the amount that was deducted from it.
      • Certain debit cards cannot be refunded without swiping them again. In this case, use the Present Card for Refund option.
    • External Payment (refund method): If enabled for your business, use this method to record refunds via an external payment provider that is not integrated into NewStore. Retailers can define several external payment methods that associates can select to represent the various non-integrated payments in use.

      Store associates can see the specific payment methods used in the original order when viewing the customer order within the Associate App. Retailers may want to display the same granularity for the refund options when using external payment systems as they have for the initial payments. See Configuring Refund Options for specifics.

      note

      Retailers should consider it a best practice to have the same external refund options as they do for the payment options. This will ensure a match between payment options and refund options and also help in reconciliation.

      Associates can skip selecting an External Payment refund method if it does not match the external refund requested by the shopper. They can also dismiss the "Refund Methods" view and complete the return and refund process. NewStore will record the refund for this transaction as External Payment within the associate app. Within the NewStore Omnichannel Manager, event stream, and APIs, the payment method used for this transaction will be shown as non_integrated.

You can print the return receipt or tap Email Receipt, to email it to the customer. The return process is complete.

To reprint the sales receipt or return receipt for the customer, tap

and choose the customer. Tap Activity and select the purchase you want to reprint the receipt for. Tap Documents & Receipts and tap Print.

Performing a blind return

This type of return is referred to as blind return.

  1. Tap

    to open the customer list and open the customer's profile.

    note

    If the customer does not have a profile, create one .

  2. Tap Activity. You can see the list of purchases for the customer. Confirm that no order corresponds to the item to be returned.

  3. Tap Can't find the order for a return?.

  4. Tap Search Product to open the catalog.

  5. Browse or use the search to find the item that the customer wants to return and tap Add for Return.

  6. Select a return reason.

  7. Select the item condition.

  8. (Optional) In the pop-window that appears, from the customer's receipt, enter the original order number for the order that the returned item belongs to.

    Important

    If an external order management system is used to manage orders in your store instead of NewStore, ensure that you add the original order number at this step. This helps NewStore to reconcile the order number for the returned item with the external order management system.

  9. Repeat the last 5 steps for each item to return. The cart is updated with each item you add.

  10. When all the items to return have been added, tap Apply amount to the cart to proceed.

    note

    Notice the credit added to the cart. It represents the total value of the items to return. This may also implicitly include the shipping costs to be refunded to the customer.

If all of the items from an order are returned, the shipping cost for the order is refunded to the customer. The refunded amount for shipping costs is available in the return receipt of the order.

note

You can also add new items to the cart to perform an exchange .

Once the shopping cart is ready with the items that will be returned to the customer for a refund, proceed to Choosing a refund option for a blind return .

Choosing a refund option for a blind return

  1. Tap Refund.

  2. Select a refund option from the following options:

    • New Gift card: Issues a new gift card for the refund amount. This option may not be available if your store's policies don't allow refunds to gift cards.

      Enter the following details if required by your business and tap Add Gift Card:

      • Gift Card Number
      • PIN for the gift card
      • the customer's email address
    • New Electronic Gift card: Issues an electronic gift card for the refund amount, which is sent to the customer's email address.

    • Present Card for Refund: Allows you to swipe the credit/debit card that should receive the refund.

      note

      Currently, you cannot enter a credit/debit card number manually to receive the refund.

    • Original Payment Method: Refunds to the original payment method that was used to pay for the item via an external order management system.

      For orders that were paid for via external payment options such as WeChatPay or AliPay, this option is disabled by default. Use the External Payment Method to refund the amount instead.

      Important

      This refund method only works if the order number for the returned item, from the external order management system, was entered during the return process.

      • If the customer used several credit cards to pay, each credit card is refunded for the amount that was deducted from it.
      • Certain debit cards cannot be refunded without swiping them again. In this case, use the Present Card for Refund option.
    • External Payment: If enabled for your business, allows you to refund the amount to the customer via an external payment provider that is not integrated into NewStore. Use this method to refund orders via options such as AliPay, WeChatPay, and others.

      Ensure that the refund has been processed externally before you tap Confirm to complete the refund process. NewStore does not offer any visibility into external payments or refunds for later reconciliation.

You can print the return receipt or tap Email Receipt, to email it to the customer. The return process is complete.

To reprint the sales receipt or return receipt for the customer, tap

and choose the customer. Tap Activity and select the purchase you want to reprint the receipt for. Tap Documents & Receipts and tap Print.

Exchanging items

A customer can exchange a purchased item for another item.

To exchange an item in NewStore Associate App, create a return and add one or more new items to the shopping cart:

  1. Tap
    to open the customer list and open the customer's profile.
  2. Tap Activity. You can see the list of purchases for the customer.
  3. Tap the purchase that contains the item to be returned.
  4. Tap Return in the top right corner.
  5. Tap the item to return.
  6. Select a return reason.
  7. Select the item condition.
  8. Repeat the last 2 steps for each item to return.
  9. Check the return details and tap Apply Amount to Cart.

A new shopping cart is created, containing the item(s) to be returned.

note

Notice the credit added to the cart. It represents the total value of the items to return. This may also implicitly include the shipping costs to be refunded to the customer.

If all of the items from an order are returned, the shipping cost for the order is refunded to the customer. The refunded amount for shipping costs is available in the return receipt of the order.

  1. Add one or more new items with one of the following methods:
    • Tap
      and tap the item to add, then tap Add to Cart.
    • Tap
      and scan the barcode of the item.
  2. Tap
    to open the shopping cart. Based on what amount the new item costs, the main action button to continue with the exchange can be:
    • Exchange: Exchanging an item for another item of the same price.
    • Pay: Exchanging an item for a more expensive item. Charge the customer the difference amount.
    • Refund: Exchanging an item for a cheaper item. Issue a refund to the customer.
  3. Tap the main action button to continue with the exchange:

Cashing out a gift card

If enabled for your business, you can offer gift card cash-outs to customers, and can also check the available balance on a gift card.

To check the balance on a gift card and to offer a cash-out to the customer against it:

  1. Tap

    and scan the barcode of the gift card.

    (Optional) You can also enter the gift card number or SKU in the app.

  2. If the gift card is valid, the Gift Card Details screen appears with the following information:

    • Status: Displays Active or Inactive based on the validity of the gift card.
    • Balance: Displays the balance remaining on the gift card.
    • Gift Card Number: Displays the gift card ID number or SKU.
  3. To offer a cash-out for the customer, tap Cashout Gift Card.

    In the Confirm Gift Card Cashout screen that appears, the amount available for offering a cash-out is displayed.

    To go back to the scanner or the manual entry screen in the app, tap Close.

  4. Tap Process Cashout and enter the PIN required to redeem the cash-out for the gift card.

    If the store uses an integrated cash drawer , the app opens the cash drawer to allow you to offer the necessary cash to the customer. For a non-integrated cash drawer, you must manually open the drawer and remove the necessary cash for the customer.

    Important
    • If PIN validation for gift cards is not enabled for your business, the app reduces the money in the integrated cash drawer by the specified cash-out amount when you tap Process Cashout.

    • If PIN validation for gift cards is enabled for your business, the app reduces the money in the integrated cash drawer by the specified cash-out amount only when you tap Process Cashout and enter a valid PIN.

    • If there is not enough cash in the drawer, you need to resolve this within your audit or business process. NewStore does not take this into account, and the app considers the gift card cash-out transaction to be successful when you tap Process Checkout.

  5. If the entered PIN is valid, a confirmation screen appears with a Gift Card Cashout Successful confirmation message displayed.

    note

    If the PIN entered is not valid or wrong, this error message is displayed: Gift Card Cashout Unsuccessful - do not remove cash from the drawer. Please try again, or contact support.

    Tap Okay to restart the cash-out process or tap Retry PIN to retry entering the PIN for the gift card.

  6. Tap Done.

Testing app features

Associates can test new or upcoming features of NewStore Associate App by switching to test mode in the app. When you switch to test mode, the app switches from a live environment to the staging environment configured for your business. Changes made in test mode do not have any impact on actual sales or live orders in the store.

To enable this feature, talk to your store manager or the IT support team, or see Enabling switching to test mode .

Important

Every time you switch to test mode, all locally stored data in the app such as the list of users, saved carts, and IP addresses for Zebra label printers, are removed.

To use this feature, ensure that:

  • You have the required permissions in NewStore Omnichannel Manager.
  • You have the credentials to use the app in test mode. For more information, contact your store manager or the support team.
  • Your business has provided you with access credentials for the Adyen test environment, for you to keep using Adyen payment devices in test mode. For more information, contact your store manager or Adyen support.

To switch to test mode in the app:

  1. Log into <logging-in> the app.

  2. Tap the navigation drawer menu, and tap Switch to test mode > Switch.

    Once the app restarts, log in again with your assigned credentials for test mode to complete the switch.

    note

    The pin set up when logging in for the first time expires every time you switch modes in NewStore Associate App.

A banner at the top notifies you that NewStore Associate App is being used in test mode.

To leave test mode and return to the live version of NewStore Associate App, in the top banner, tap

and tap Leave.

Erasing local app data

Erasing local app data signs you out of the app and removes the app cache. This removes the local storage that includes user history login and PIN, items in carts, saved carts, and the default printer selected for the device.

Important

Erasing local app data does not remove offline orders.

To erase local app data, tap on the drawer menu > Settings > Erase local app data.

note

You do not need to perform this action regularly as it removes ALL app cache and local data stored in the app. NewStore recommends this action only under proper guidance.

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