Welcome to our knowledge base! This guide presents a continuously updated collection of frequently asked questions along with their corresponding answers. Please note that this guide may include outdated or alternative solutions, which may be modified as system improvements are introduced.

Point of Sale

What is the difference between the OrderPort Apps?

OrderPort provides a distinct application for each of our payment processing solutions. We feature 3 point of sale applications tailored for winery/tasting rooms and 3 applications designed for restaurants. All these applications are quite similar, with slight variations depending on the preferred terminology of the payment processor or the devices available.

How do I start an Order?

To initiate an order, just log into the OrderPort app and go to the 'Manage' page. From that point, choose "Start" to set up a guest order. If you intend to create an order for a member, begin typing their name in the search filters; a list will begin to populate after you type three letters. Click on the name of the selected customer to create an order for them. Depending on your configurations, you may receive a pop-up prompting you to select a table and specify a certain number of guests before proceeding to the shop screen.

How do I reprint a receipt? 

 Go to Tools → Reports in the POS app, use Order Search to find the order, select it, and tap Print at the top of the screen. 

How do I process a refund on the POS? 

Go to Tools → Reports and scroll to the Completed Orders tab (change the date at the top if the order isn't from today). Tap the order and select Full Refund. For a partial refund, select Edit Order instead. 

How do I edit an order that's already been paid? 

Go to Tools → Reports → Completed Orders (or search by name/order number/date), tap the order, and select Edit Order. You can add or remove items, change item prices, add/remove/edit shipping, add or remove sales tax, and change the shipping address or method. While the order is open for editing it shows in red on the Manage screen and is marked OpenForEditOnPOS in Admin, which prevents another device from editing it at the same time. You can also reach Edit Order via Account → search customer → Order History. 

An order shows locked or someone else is already editing it — what's happening? 

This is the Open Order Unlock setting, which prevents two staff members from editing or checking out the same order simultaneously (this can corrupt the order). If enabled, opening an order that's already open on another device shows a warning pop-up. Specific user accounts — typically managers only — can be granted permission in the Users module to override this lock. 

What is an Orphaned Transaction?

An orphaned transaction happens when an order is started but not finalized, frequently because of a connection issue. When you encounter the orphaned transaction pop-up, it will prompt you to attempt to complete the transaction again, by clicking Continue. The application will try to reach out to the payment processor once more. If successful, the order will be closed. Otherwise, please reach out to helpdesk@orderport.net or call 206-464-1151. Enabling Contactless Checkout reduces the risk of orphaned transactions. 

How do I close a stuck cart or stuck order off my iPad?

If you come across a cart that isn't progressing, you have two options: either void the order and generate a new one for the customer, or reach out to the helpdesk for additional support regarding the order.

How do I ship an order?

Add all products to the cart and open Checkout, then tap the Ship button. Optionally enter a zip code to preview estimated rates and confirm the destination state is eligible. Enter or confirm the billing/shipping address (many carriers require a phone number and birthday) and tap Save and Continue, then select a shipping method/rate and tap Continue. To manually adjust the shipping price afterward, tap the orange pencil icon next to the shipping cost on the Checkout screen. Shipping must be run as a separate transaction from in-house purchases. Please review this guide for more information.

Can I change the default maximum number of guests on the "start an order" pop-up? 

No — the default maximum is 12 guests. You can add or subtract guests as needed for an individual order, but the default limit itself is not customizable. 

Can I edit a Cash Drawer Open or Close entry from a previous day if a mistake was made? 

No — Cash Drawer entries cannot be edited after saving; this is by design. If an error was made, notify your Accounting Department to make a manual adjustment with proper documentation, rather than trying to correct it in the POS. 

How do I set up an event tasting room location, and does it cost extra? 

Set it up the same way as a standard tasting room: go to Inventory → Add New, note that it's an event location, and save. Event tasting room locations do not incur an additional fee, unlike permanent physical locations. 

How do I restrict a product to wine club members only at the POS? 

There's no direct way to make a product "Club Only" on the POS — staff must be informed verbally which products are reserved, or you can create a separate product group for wine club–only items. On the webstore, you can set the product status to Club Only and mark the Consumer channel as inactive to enforce it there. 

Why does a POS order show a different email address than the one on the customer's account? 

This happens when a cashier sends the receipt to a different email address at checkout — the system updates the order's email to match the receipt destination. This is intentional behavior, not a bug. 

Can the Quick Order feature be disabled? 

Yes. Go to Admin → Point of Sale → Settings, uncheck Quick Order, and save. Sign out and back in on the POS to apply the change (reloading Catalog Manager has the same effect). 

How do I close an order that is Open for edit on the Point of Sale?

To disregard changes made to an order that is currently open for editing, there needs to be a red button labeled "Close without changes" on the checkout screen. This button should revert the order to its earlier saved state. Doing this will enable you to reopen the order and begin making your adjustments again, either within the orderport admin or at the point of sale.

How do I create a wholesale order?

Creating a wholesale order at the point of sale can be accomplished in several different ways.
1. If you have customers in a wholesale customer class, you can simply search for their name on the manage screen and click start order. Their customer class discounts and tax exemption should already be set up. After adding your items on the shop screen, click checkout. From there, you can print a pre-sale receipt. There should be a button labeled pre-sale at the top of the page. Once the wholesaler agrees to the amount, you can select "other" as the payment method and choose PO to generate the purchase order.
2. If you prefer this to be a running tab, you can create a work order. Please review this guide.

How do I sign someone up for the wine club on the app?

To sign someone up for the wine club, go to the 'Wine Club' section in the app, enter the customer's email, and follow the prompts to complete the registration.

How do I find my Tips by Sales Rep?

To find tips by sales rep, navigate to the 'Reports' section and select 'Sales Rep Tips.' This will provide a breakdown of tips earned by each representative.

Why is the reservation button not showing up on the point of sale?

If the reservation button is absent, log in to the OrderPort administration. Go to the Point of Sale module > Settings. After that, confirm that table numbers and split by guest are activated. These settings are necessary, along with the reservations module, to display this option on the point of sale.

Can we accept Visa or other credit-card-brand gift cards at checkout, and does it work the same on every payment processor? 

It depends on the processor. On OrderPort Six/Restaurant Two (Stripe), yes — Stripe verifies available funds on card-brand gift cards and processes each charge as a sale rather than an authorization, so declines are caught upfront. On Worldpay (OP WP/Restaurant WP), it's supported only through Worldpay's Return Balance system, which requires the card to be swiped (not keyed in) and pre-authorized, and does not work with contactless payments or tabs. On OpenEdge (OP5/OPR), there is no Return Balance function at all, so we don't recommend accepting these cards unless the customer knows the exact remaining balance — OrderPort will not issue credits for orders processed on cards with insufficient funds. 

What is a "Work Order" and how do I process one at the POS? 

A Work Order lets you start a cart for a customer with an account, add products, and either save it for later or take a deposit — you can return to it repeatedly to add more products or payments over time. Select a customer, tap Start, then tap the blue Work Order button. Once the order is fully paid, tap the $0.00 Close button to complete it. Work Order must be enabled in POS settings, and open Work Orders appear as a purple bubble on the Manage screen. 

What's the difference between "Split Evenly" and "Split Between Guests" at checkout, and how do I reassign an item between guests? 

Split evenly divides the total into a set number of tickets — tap Add a Ticket for each split (e.g., twice for a 3-way split), then tap Edit or Pay This Ticket to process each one; the order closes once all tickets are paid. Split Between Guests instead divides the bill based on which products were assigned to each guest on the Shop screen — tap and hold a product to reassign it or split its cost, tap and hold a guest ticket to merge guests, then select a guest's box (it turns black) and choose a payment method to close their portion individually. 

How do I start and close a tab at the POS? 

Add at least one product to the cart, then tap Start a Tab at checkout and choose a payment method to hold it. Continue adding products as the customer orders more, then tap Checkout → Close Tab when they're ready to pay. If the tab was started with a card, the app asks whether to close with that same card — if yes, the customer selects a tip; if no, choose a different payment method instead. 

Restaurant

What are modifiers?

Modifiers refer to additional options or customizations that can be applied to menu items, such as including extra toppings or indicating cooking preferences. They enhance the dining experience by enabling customers to customize their orders. There are two distinct types of modifiers. Text modifiers are non-physical items like (rare, medium rare, well done), while Modifiers are physical items that need to be created in the catalog manager (Side salad, Bacon). Please consult the restaurant guide for more information.

How come my printers are slow?

Slow printers may be attributed to several factors, such as network problems or an increased print volume. Verify your connection and think about rebooting the printer to enhance its performance. Additionally, it is strongly recommended, and necessary for all new restaurant clients, to utilize cloud print compatible devices. Cloud printing offers a quicker and more dependable printing experience in high-volume, multi-printer environments.

Why am I seeing a "Course Error" on OrderPort Restaurant or Restaurant Two, and how do I fix it? 

The restaurant apps require at least one Course to be configured before the app will function — this error means no course exists yet, or an item in the cart isn't assigned to one. Go to OrderPort Administration → Point of Sale → Courses and add at least one course to resolve it. 

What's the Waiting List feature in the restaurant POS apps, and how do I notify a walk-in their table is ready? 

The Table Waiting List (in the gray side bar) lets you queue walk-in customers and see how long each has been waiting, then seat them directly from that screen when a table opens up. If the customer provided a phone number, tap Ready to automatically send them a text message letting them know their table is available (requires the Messaging Module). 

How do I seat someone at a table?

The optimal method for seating a customer relies on your table map configuration. If your table map is set as the default landing page, you will first select the desired table and then proceed to create the order. Conversely, if the table map is not the landing page, you will see a table icon on the pop-up where you choose the number of guests when starting an order. Tapping on that icon will take you to the table map page. If you need to adjust someone's seating from the management screen, you can tap and hold on the order, which will allow you to click on the table number to modify their assigned seat.

Can I set up an automatic gratuity for a certain number of guests?

Certainly, you can configure automatic gratuity on the settings page within the orderport admin, found in the point of sale module under the tip presets tab. Indicate the number of guests that will activate the gratuity, and it will be added to the bill automatically.

Devices

How can I pair my card reader?

To pair your card reader, you first need to identify which reader you possess. OrderPort is compatible with two different readers depending on your payment processor. If you use OpenEdge or Worldpay, you will be using a CHB (Black) Card reader. If you are using OrderPort Payments Powered by Stripe, you will be utilizing an M2 (White) card reader.

CHB Pairing

Please refer to the complete guide here.
1. Find the serial number on your device. Log in to OrderPort Admin and enter the serial number in the point of sale module under Bluetooth devices. This is required only for the first-time pairing.

2. In the OrderPort app, navigate to Tools > About and locate the card reader section. 

3. Power on the card reader by pressing the power button. You should see a blue flashing light.

4. Click edit in the card reader selection and wait for the app to search for the device.

5. Click on the device and select pair. If this is a CHB3 reader, you will also need to enter the passkey found on the back of the reader.

M2 Pairing

Please refer to the complete guide here.

1. Find the serial number on your device. Log in to OrderPort Admin and enter the serial number in the point of sale module under Bluetooth devices. This is required only for the first-time pairing.

2. In the OrderPort app, navigate to Tools > About and locate the card reader section. 

3. Power on the card reader by pressing the power button. You should see a green light.

4. Click edit in the card reader selection and wait for the app to search for the device.

5. Click on the device and select pair.

How do I pair my receipt printer?

To connect your receipt printer, please consult this detailed guide.

How do I set up cloud print?

To set up cloud print, please consult this detailed guide.

My card reader is flashing red and blue; what does that mean?

A flashing red and blue light on your card reader usually indicates that it is in tamper mode. Please contact the helpdesk at 206-4646-1151. 

My card reader won't pair or isn't found during setup — what should I check? 

Confirm the reader is turned on and unplugged during pairing, confirm its serial number in Admin (Point of Sale → Bluetooth Devices) exactly matches the reader and is set to Status: Available, and confirm it has at least 50% battery charge if this is the first pairing. Also check that Bluetooth (and, for M2 readers, Location) permissions are enabled for the OrderPort app in iPad Settings. If pairing still fails, perform a hard reset by holding a paperclip in the reader's reset pinhole for 15 seconds while it's powered on, then re-pair from Tools → About. 

I'm getting a "Peer Removed Pairing Information" error on my card reader — how do I fix it? 

This happens when the reader was paired incorrectly, usually because it was paired through the iPad's system Bluetooth settings instead of the OrderPort app, or a new reader was paired before unpairing the old one. In the OrderPort app, go to Tools → About and unpair the reader, then open the iPad's Bluetooth settings and tap Forget for that reader. Return to Tools → About, tap Pair Reader, and enter the BT Passkey when prompted. 

Why is my printer printing 0.0.0.0 as the IP address?

This problem frequently suggests a network configuration issue. If the printer's IP shows as 0.0.0.0 while the light is solid blue, use the Star Quick Setup Utility app to find the actual IP; if the light is flashing blue quickly (link down), the SSID or security key was entered incorrectly during Wi-Fi setup and you'll need to redo pairing. 

What do the card reader errors "macKsn missing. pinKsn missing. trackKsn missing." and "BBPos Remote Config Update failed to set Target Version 5" mean? 

"macKsn missing. pinKsn missing. trackKsn missing." indicates the card reader itself is faulty and needs to be replaced — contact your payment processor. "BBPos Remote Config Update failed to set Target Version 5" means the reader's firmware update was interrupted or the reader was misconfigured by the manufacturer; charge the reader overnight, perform a hard reset (paperclip in the reset pinhole for 15 seconds while powered on), then re-pair and allow the firmware update (up to 10 minutes) to complete. If either error persists after troubleshooting, contact your payment processor for a replacement. 

Can customers swipe their card on a BBPOS or M2 card reader, and can we save a contactless/tap card to a customer's account on OpenEdge? 

No to both. BBPOS and M2 readers no longer support card swiping at all — only chip insert or contactless/NFC tap work. Separately, OpenEdge (used by OP5/OPR) does not currently support storing a touchless/NFC card on file for wine club transactions — for wine club card storage on OpenEdge, use an EMV chip card or manual card number entry instead. 

How do I set up a label printer?

To connect your label printer, please consult this detailed guide. 

How can I order a new card reader?

You can request a new card reader for WorldPay or OpenEdge by getting in touch with your payment processor and ordering a Chipper 3X BBPOS card reader. If you're utilizing OrderPort payments powered by Stripe, please call 206-464-1151, and a representative will be available to assist you.

What printer should I use?

The best printer for your needs depends on your specific requirements, such as volume and type of printing. We recommend checking our compatibility list or contacting support for personalized recommendations. 

My Wi-Fi receipt printer won't connect even though I entered the SSID and password correctly — what should I check? 

Star Wi-Fi printers (including the TSP100III WLAN) do not work on 5GHz-only networks — they require a 2.4GHz network or a combined 2.4GHz/5GHz network. If your network is 5GHz-only, either force the printer onto the 2.4GHz SSID during setup or switch to a LAN (Ethernet) printer instead. The TSP100III WLAN also requires WPA2/AES security and does not support Wireless Mesh systems or Wi-Fi extenders — it must connect to the main access point. 

Should I use a Dynamic or Static IP for a Wi-Fi printer, and what happens after a power outage? 

Dynamic (DHCP) is easier to set up, but the printer's IP address changes after a power outage or router restart, requiring you to retrieve the new IP and re-enter it in OrderPort Admin each time. Static IP never changes and survives outages, but is more complex to configure initially. If your location has frequent power or Wi-Fi outages, use Static to avoid having to re-pair the printer repeatedly; you choose between the two during Wi-Fi pairing under IP Parameters. 

Can one printer act as both a kitchen/bar printer and a receipt printer, and do we need to configure anything if we don't have a cash drawer? 

Yes — set the printer up as a Kitchen or Bar type in Point of Sale → Printers & Cash Drawers, then add a Cash Drawer on that same page and associate it with that printer; at sign-in, select the cash drawer as your printer to route both receipt and kitchen/bar printing through the one device. If you don't have a physical cash drawer, make sure no cash drawer is configured in Admin — leaving one configured with nothing physically connected can cause the POS app to crash. 

How do I set up and use a barcode scanner (Socket Mobile) at the POS? 

In the app, go to Tools → About, tap the Barcode Scanner Edit button, choose Bluetooth Scanner, and follow the on-screen pairing steps. For the scanner to identify a product, that product needs a UPC code (13 digits or fewer) entered in Catalog Manager on the product's detail page — OrderPort does not generate UPC codes, so your winery must assign them. You can add multiple UPC codes to one product using the + icon next to the UPC field. 

What iOS version do the OrderPort POS apps require, and can I upgrade to the newest iOS right away? 

All current OrderPort POS apps (OrderPort Six, OrderPort WP, OrderPort Restaurant Two, OrderPort Restaurant WP) require iOS/iPadOS 15 or later. Do not upgrade to iOS 26/iPadOS 26 until you receive confirmation from OrderPort, since it has not yet been tested with the POS apps. Newer iPad models not on Apple's iOS 15 compatibility list (e.g., iPad 11th gen) are fully compatible. 

Wine Club 

What are the various types of wine clubs?

OrderPort provides multiple types of wine clubs. 

1. Winemaker Select (The winery chooses the wine for the customers' club release)

2. Customer Choice (The winery offers a default cart that customers can modify on the webstore for their club release)

3. Case Club(No club release, just increased discounts for customers who purchase multiple cases of wine each year)

4. Tiered Case Club (A case club that supports mutliple levels and higher discounts, with the club release feature)

5. Allocation Club (Similar to a winemaker select club, but it allows members to opt out of a release if they are not interested in the offered bottles)

6. Subscription Club (Enables members to pay a monthly/quarterly/annual fee, which can then be used as store credit for a club release or for in-person purchases)

What's the difference between a Winemaker Select club and a Customer Choice club? 

In a Winemaker Select club, the winery creates the default cart and only the winery can edit it, making it best for predictable revenue and limited inventory. In a Customer Choice club, members log into their webstore account to customize their own cart within basket minimums/maximums, which is better for engagement and retention. In both club types, wine selections cannot be changed once Step 2 of the release is complete — changing wines requires finishing the current release and starting a new one. 

How does billing work for a Subscription Club, and how do I add funds manually? 

Subscription Clubs bill members on a recurring schedule (monthly, quarterly, semiannually, or annually) on a configured billing day, and the charge deposits into the member's account balance, which covers club releases and other purchases — members must have a card on file for billing to occur. To add a manual deposit, open the member's account → Memberships tab → Subscription Information, enter an amount in "Funds to add," and click Add Funds; manual deposits supplement rather than replace the member's next scheduled automatic charge. For declined payments, go to Club Options to view the month's subscription batches and click "Reprocess Declined Cards" to attempt a second charge. 

What's the difference between a Case Club and a Tiered Case Club, and how do I change a member's tier? 

A Case Club has a single tier and no club releases — members earn benefits by purchasing a case and maintain status by buying at least 12 bottles per year, and they're auto-dropped after 12 months without meeting that minimum. A Tiered Case Club supports club releases and up to 5 tiers, each with its own required purchases and discounts; disabling a tier automatically moves its members down to the next available tier (re-enabling does not move them back up). To change a member's tier, open their account page in the Wine Club module, click Edit, and select a tier from the dropdown. 

How do I run a club release?

Kindly examine the specific guide for each club, which contains detailed instructions on managing a wine club release. Below is a basic overview,
1. In the wine club module, choose the club you want. Then click on Release in Progress. 

2. Choose new release

3. Complete the six-step process

4. Move on to fulfillment to collect payments and dispatch the orders. 

What do I need to set up before running an Allocation Club release? 

You must first create a dedicated Allocation Warehouse in the Inventory Module and mark it as an allocation location, then transfer all allocation inventory into it before running releases — only one allocation inventory location is permitted per system. After creating the Allocation Club under Services → Wine Clubs, configure allocation levels (minimum purchase amount, discounts, member limits, and optional auto-downgrade) via the Club Options tab. Real-time inventory in the allocation warehouse prevents overselling during releases. 

How do I change or defer a Subscription Club member's next billing date? 

Open the member's account, go to the Memberships tab, and click Edit. Use "Select Next Billing Date" to choose a different billing month, then click Update Membership. This keeps the member synchronized with the club's overall billing cycle while deferring their individual charge to the specified month.

The club release email preview in Step 4 only shows 25 recipients — did the rest not get sent? 

No — the Step 4 (Marketing) preview during a club release is limited to displaying 25 members, but all members included in the build still receive the release email. This is expected behavior, not a sending failure. 

I can't find a specific customer while selecting members in Step 5 of a release — what search fields actually work? 

Step 5 (Customer Search) only accepts First Name, Customer Number, or Email — searching by last name, phone number, or other fields won't return results. Use one of those three fields to locate the customer. 

We authorized cards in Step 6 of a release but haven't fulfilled yet — is there a deadline? 

Yes. Card authorizations from Step 6 expire after 30 days, so fulfillment must be completed within that window to capture funds before the authorization lapses.

Can a customer belong to more than one wine club, and how do discounts work if they do? 

Yes, a member can be in multiple clubs. By default, OrderPort applies the discount from the member's primary club — the one with the highest overall discount — to their entire cart. Contact support if you want to switch to the per-product best-discount application instead. 

Where do I find reports on my clubs?

In the wine club module, there is a tab labeled "Reports." This is where you can find a range of different wine club reports.

How come I can't delete a club member's card on file?

To delete a card from your account, you first need to confirm that the new card has been added to the wine club members' membership. In the wine club module, go to customers (select the customer), then to saved payment methods, and add a new card. While adding the card, find the section titled Wine club and select the correct club from the available options. Once the new card is associated with the club, you can remove the old card by clicking on the trash icon.

How do I update a club member's card on file?

If you wish to change the card linked to the membership, in the wine club module, navigate to customers (select the customer), then to saved payment methods. Click the pencil icon on the card you want to associate with the membership, locate the section labeled Wine club, and choose the appropriate club from the available options. If you need to modify the expiration date or billing address, you can do that in the same area.

What does release processed with failures mean?

Upon finishing a wine club release, you will either observe Processed or Processed with failures next to each build. Clicking on Processed with failures will reveal if the system encountered any issues while generating members' wine club orders. If errors occurred, you will see the error message along with a button that says make available in other builds. From this point, you can attempt to include them in a different build and create a release for them. If you're uncertain about the meaning of the error message, please reach out to the helpdesk. Some common errors are listed below.

Couldn't find cart:xxxxxxx - This indicates that there was a server error; please place them in another build and try again.

Declined - The customer's credit card was declined.

What is on hold?

On-hold allows you to put a pause or hold on someone's membership without canceling it. This means they will not be included in wine club releases and will not receive their discounts. When the ‘Retain Privileges’ box is checked, customers continue to receive their wine club discount even though their wine club membership is on hold. The hold date indicates the date in which they'll be taken off hold. Membership Status Settings can also be configured to automatically place a member on hold if a payment fails; members stay on hold until manually reauthorized. 

Why was a member not included in my wine club release?

There are many reasons why someone may not have been included. 

1. They could be on hold. Verify their membership in the wine club module and check if the hold option is selected.

2. They might not have been included in the build by accident. 

3. Check if the release has been processed with any failures. Look for them in that list, as their basket might have encountered an error. 

Why aren't my bottles appearing/updating in my club release?

If you operate a customer choice wine club, the club options section is the place to modify your wine selections. These updates must be performed before clicking "Create Release". Any modifications made after this point will not be included in the build, and you will have to cancel the release and start over.

If these are new items (recently added to the catalog) that aren't showing up in the club options tab, please note that there is a delay in when items are integrated into the wine club module. Please check back in about 30 minutes. If they still do not appear, reach out to support.

What are problem orders and how do I fix them?

Problem orders involve customers whose accounts experienced a shipping error during step 3 of the wine club, resulting in their manual removal from the build. On the Release in Progress dashboard, the blue numbers next to "Problem" and "Failed" links show the reasons when clicked. Common causes include incomplete address information, a pickup member missing a valid pickup location, incorrect product weight or zone shipping rates, a missing phone number on the billing/shipping address, an invalid postal code, or wine shipping restricted by state law (requires updating alcohol licensing in Sales Tax and Licensing). For payment failures, check that the payment method is enabled under Admin → Payment Processing → Accepted Payment Methods, and note that a "Couldn't find order" error usually means the cart is corrupted and the customer needs to be re-added to a new build. 

How do I cancel a customer's wine club membership? 

You can cancel a membership from three places: Wine Club → Member List → Cancel; Wine Club → Customers → Memberships tab → Cancel; or POS → Accounts → Wine Club section. Separately, customers can submit a self-service cancellation request via the "Cancel Membership" link in the Edit section of their membership portal — this sends a notification to the customer and the winery, but it is not processed automatically. Your team must still complete the cancellation in the admin after receiving that request. 

A customer says they submitted a cancellation request online — what happens next and where do I edit that notification? 

When a customer clicks "Cancel Membership" in their membership portal, a customizable notification is sent to both the customer and the winery, but the cancellation is not processed automatically — your team must complete it manually after receiving the notice. Edit the notification message (and add a BCC address so your team is alerted) at Admin → Marketing → Notifications → "WineClubCancellationRequest." This self-service option exists to comply with the FTC "Click to Cancel" rule; if your winery doesn't offer easy online sign-up, contact helpdesk@orderport.net to have the cancellation option removed from the portal. 

How do I re-authorize a member's declined wine club order? 

Via the Customers Module: search the customer → Details → Order History → select the declined order → Re-auth/Edit → choose the card on file. Via the Customer Service Module: search and select the order → Re-auth/Edit, which also offers a batch reauthorization option for bulk processing. Via the Wine Club Module: search the customer → Order History → select the order, which redirects you to Customer Service to complete the reauth. 

How do I sign up a new wine club member from the POS? 

In the POS, select the Club tab, then enter the customer's email address — an existing account is pulled up automatically, or you can enter new customer information. Select the wine club, choose shipping options and preferred payment method, add any notes, and tap Join Club. If shipping or paying by credit card, the system will prompt for address information. 

How do I set up a gift wine club membership at the POS? 

In the POS Club tab, enter the purchaser's (gift-giver's) email address, then select the club — if it supports gifting, an orange gift button appears. Choose the gift duration, enter a gift message (emailed to the recipient), and indicate whether the recipient is an existing or new customer, entering their info as needed. Select shipping options and tap Join Club. 

How do I take payment and release a wine club pickup order at the POS? 

Go to the Account tab, search for the customer, and open Order History. For an order with status "Active" and a green "Take Payment" button, tap it, select a payment method, and complete checkout — a pop-up will then ask if you want to release the order. For a "Declined" order with a green "Authorize" button, tap Authorize and select/update the card; on success, the button turns blue, prompting release. Release orders only after capturing funds in the Fulfillment Module, then tap the blue Release button and have the customer sign. 

How do I set up corporate gifting for a business sending wine to multiple employees? 

Enable Purchase Orders as a payment method (Admin → Settings → Payment Processing), create the corporate customer account and individual recipient accounts (opting each recipient out of marketing emails since they never signed up), and create a Winemaker Selects club with 0% discount to generate the shipping orders. Add each recipient as a gift membership under that club (gifter = the corporate account, payment method = Purchase Order), run Steps 1–5 of the release with product prices set to $0 and flat-rate $0 shipping, then create a separate corporate order in Enter Orders to bill the company for the actual product and shipping cost. Finally, complete Step 6 of the club release to push all orders to Fulfillment; the club can then be deleted or retired (and restored later for repeat corporate giftings).

How do we charge a one-time wine club sign-up fee? 

There are three options: create a "wine club sign-up fee" product in Catalog Manager and add it to the webstore; set up a BCC notification on the WineClubJoin email so staff are alerted to manually charge the fee via Admin Cart; or create a Subscription Wine Club, which charges automatically at signup. 

How does the wine club waitlist feature work? 

You can set a maximum member cap on a club; once that cap is reached, new signups are automatically placed on a waitlist. Waitlisted members must be activated manually, and activation should respect signup order. 

What's the difference between "Preferences" and "Optional" wines in a club release? 

Optional wines are available for members to swap into their cart alongside the Default selections during a Customer Choice release. Preferences work differently — they let a member pre-select their preferred wines ahead of a release, and those preferences replace the default selections entirely rather than being just a swap-in option. 

How does a customer join a Case Club at the POS? 

At checkout, staff can toggle "Join case club?" when a customer purchases a qualifying case of wine. The customer is enrolled immediately and appears on the club's member list right away — no separate signup flow is needed. 

What is the Allocation Club wishlist feature, and how do I review wishlist requests during a release? 

Wishlists let Allocation Club members request products beyond their tier's allotment, to be fulfilled by the winery from excess inventory. During Step 5 (Order Editing) of a release, use "View & Approve Wishlist Orders" to check current inventory levels and approve or deny those requests. 

Reporting

What types of reports does OrderPort offer?

OrderPort provides a Wine Club, Sales, Compliance, Marketing, Shipping, Customer Account, Inventory, and custom sales reports. There are numerous locations where reports can be accessed. Within the wine club module, you will discover reports related to member registrations, club activities, and specific reports pertaining to club releases. In the Point of Sale, you can access employee tip reports, sales reports, and general daily reports for your tasting rooms. Lastly, in the reports module on OrderPort admin, you will find your reports dashboard, Standard Reports, and My Reports.

The reports dashboard offers an overarching view of your sales performance compared to the previous year. The standard reports comprise our pre-configured reports, while My Reports serves as our custom report creation page.

How do I create a custom report in My Reports?

You can create a custom report in my reports section. Once you access it, click on the new report button and choose one of the available pre-built templates. If you're developing a sales report, you should select either the sales master or sales summary template, depending on how you want the data displayed. From there, click on the report parameters dropdown and input all the information you wish to view. Below is an illustration of the parameters required for a report on the sales of a specific item for the year.

Report Columns & Objects: Prod Title, Prod Qty, Prod Revenue, Prod Net Revenue

Products: 2022 Cabernet

Interval: Date Range 

Interval Mode: Sale Date

Can I customize standard reports?

No, standard reports are predefined reports that cannot be altered. However, you can attempt to generate the desired report in my reports. Please reach out to the helpdesk for help in creating a custom report. 

What are the most commonly used reports?

The most frequently encountered reports and their respective use cases are:

Master Sales: Compliance and reviewing the performance of each distinct source

Business summary: A general daily report on sales

Tips by Sales Rep: Details the tips distributed to each representative based on the orders they were assigned

Product Sales Summary: Indicates the quantity of each product purchased

Reconciliation: Utilized to align credit card reports with the payment processor

User Time Cards: Displays the duration and specific days each employee was clocked in

Inventory transactions: Breaks down all activities related to your inventory

What could be causing these reports to not align?

It is advisable to reach out to helpdesk@orderport.net for details regarding why one report may not align with another; however, here are a few considerations to keep in mind.

Standard reports and my reports may be retrieving different information, as my reports are based on order details and also depend on the selected interval mode. Therefore, they may not correspond with a standard report. Additionally, it is essential to verify the date range and whether edit orders or sample orders are included.

Why am I unable to run standard reports for a time period exceeding 3 months?

OrderPorts standard reports originate from an older system that necessitates substantial bandwidth to generate reports for more than 3 months at a time. If required, OrderPort support can retrieve these extended reports for you after hours to avoid any system delays.

What's the difference between Gross Revenue and Net Revenue on the Business Summary report? 

Gross Revenue includes tax, shipping, tips, and gift card deposits. Net Revenue excludes tax, shipping, tips, and deposits. The Business Summary report is recommended for daily review and found at Admin → Operations → Reports → Standard Reports → Business Summary. 

How do I drill down into specific orders from the Business Summary report? 

Blue numbers in the Business Summary report are hyperlinks — click them to drill down into the specific orders behind that figure for verification. 

What counts as an "Invoice Discount" on the Business Summary report? 

Invoice Discounts are custom discounts applied by associates at the POS, or promo codes applied to the entire order — as distinct from other discount types like customer class or coupon discounts, which are also tracked separately in the Sales section. 

Why does an inventory SKU have extra digits like 88882013-2251-5_001? 

That suffix pattern relates to loyalty point tracking. When loyalty point data is saved in Catalog Manager, the suffix differentiates standard items from loyalty-purchased versions, and each update increments the suffix (e.g., 5_001, 5_002, etc.). 

How do I run and filter the Inventory Transactions report? 

Go to Admin → Operations → Reports → Standard Reports → Compliance Reports → Inventory Transactions, enter a date range, and click Build. After generation, you can filter results by product or warehouse. Key columns include Warehouse, OPSKU, Part No, Title, Date, Qty (added/removed), Balance, Transfer, Who, Reason, Brand, and Cost. 

What's the difference between the Summary, Details, and Details with Adjustments sections of the User Time Card report? 

Summary is a consolidated table by employee name with location breakdowns, including Working Time, Working Hours, and Tips earned. Details is organized by individual employee showing specific dates/times worked, with Working Time and Hours but no Tips. Details with Adjustments is the same as Details but also shows managerial timecard adjustments on the right side of the report — adjustments can only be made by managers. 

Where do I find Wine Club reports like Member Activity or Subscription Renewals? 

Wine Club reports live in the Wine Club module itself, not the main Reports module — go to Admin → Services → Wine Clubs → Reports. Reports can be viewed in-browser or exported as Excel files. Available reports include Memberships by Month, Credit Card Expirations, Club Member Activity, Member Report, Member Report on Hold, Gift Member Report, Wine Club Carts, Tiered Case Club, Subscription Club, Subscription Renewals, Waiting List, Club Notes, Allocation, Multiple Membership, Wishlist, Preferences, and Subscription Club Renewals. 

What does the Reports Dashboard show, and can I compare my performance to other wineries? 

The Reports Dashboard (Admin → Operations → Reports Dashboard) visualizes business metrics across tabs: Overview (year-based sales performance, sales by month, performance by location/customer type, club membership trends), Region Comparison, Monthly (adds Sales by Associate and daily breakdowns), Daily (with email subscription and manual resending), and Service (for POS users with table maps). For Region Comparison, you can compare your winery's performance against regional averages from participating wineries, but you must contact helpdesk@orderport.net to opt in. 

Besides Gross/Net Revenue, what else does the Business Summary report break down? 

The Business Summary also includes a Sales by Customer Type section (breaking totals down by segments like wine club members vs. walk-ins), an Applied Payments section (each payment method used, with Sales, Refunds, and Net columns), and an Order Breakdown section covering total orders processed, average sale per order, average sale per taster, gift card deposit statistics, wine volume/unit counts, and non-sales activity costs. 

What do the different "Reason" values mean on the Inventory Transactions report? 

Order means inventory was decremented from a sale; Return means inventory was restored from a refund; Adjustment is a manual inventory correction; Backdate Adjustment is an adjustment applied to a past date; and Transfer indicates inventory movement between locations. 

What's the difference between the Sales Master and Sales Summary report types in My Reports? 

 Both offer the same level of detail and customization — Sales Master presents the data grouped into tabs, while Sales Summary presents the same data in a dropdown format, which is generally easier to read. 

Where do I find compliance/tax reports like Excise Tax Return, Distributor Sales, or Qualified Non-Resident Sales data? 

These live under Admin → Operations → Reports → Standard Reports → Compliance Reports, alongside Inventory Transfers, Retail Licensees, Catalog, and Catalog Collection Items exports. Standard Reports also has dedicated Third-Party Exports for eCompli, ShipCompliant, and Navision. 

Orders/Order History

How can I find an order in the customer service module?

The customer service module includes a highly comprehensive search filter that enables you to search for anything ranging from the last four digits of the credit card to the customer's email or contact details.

What happened to this order?

Please reach out to helpdesk@orderport.net or call 206-464-1151 for specific details regarding the status of an order. Kindly provide the order number, cart ID, or any relevant information that can assist our team in investigating.
However, if you prefer to review your order history on your own, you can enter the cart ID or order number into the customer service module. Once accessed, you will find a history page. In the case of a point of sale order, there will also be a basket history button available.  

Can I unrelease an Order?

In the customer service module, look for the order. Click on edit order within the select dropdown. Once the order is open for editing, you may click the "x" on the window. This will unrelease the order.

What are the order statuses?

 = Pending Approval

 = Quarantined

 = Shipping In Progress

 = Declined Order

 = Backorder

 = Canceled Order

 = Refunded Order

 = Released

 = Open for Edit on POS

Can I assign an order to someone's account?

Certainly! In the customers module, yes. Under the manage account dropdown, choose assign orders. Input the customer's account number. After that, enter the order numbers you want to assign.

What is Basket History?

The history of the Basket event comprises internal logs from OrderPort that outline the events that took place during the order. Please refer to this guide for specifics on how to read it. 

How do I edit an order?

In the customer service module, locate the order. To the right of the order, you will find a select dropdown. Click on edit order. This will navigate you to the admin cart page; if you wish to add items, you can do that on the first page. Click on checkout to modify account information, remove items, and finalize the adjustments.

How do I refund an order?

In the customer service module, find the order. Click on the order, then under the corrective action tab, choose whether you wish to modify the order for a partial refund or a full refund.

How do I cancel an order?

In the customer service module, locate the order. Select the order, and then under the corrective action tab, opt for cancel order. If you do not see this option and instead it displays refund, it indicates that funds have been received for this order. In that case, you will need to process a refund for the order instead. 

Can I manually release an order?

In the customer service module, locate the order. Select the order, and then under the corrective action tab, select Mark as Released. 

How do I reprint a shipping label?

In the customer service module, find the order. To the right of the order, there is a select dropdown. If an order already has a shipping label generated, you will see a shipping label option. If so, please continue to fulfillment to have the label generated.

Why does a customer's receipt or invoice show the wrong winery name? 

This only happens with Apple Pay transactions — the invoice information in that case is generated by Apple, not OrderPort, and if multiple businesses are registered at the same address in Apple Maps, Apple may misidentify the merchant. It can be verified by opening the iPhone Wallet app and reviewing the Apple Pay transaction record for that card. Standard card and cash transactions always display the winery name as configured in OrderPort; this issue is outside OrderPort's control. 

How do we process a batch of declined wine club payments (bulk reauthorization)? 

In Admin → Operations → Customer Service, use the Wine Club Reauthorization feature: filter to the target orders, enable batch processing, select an action (Hold, Cancel, or Authorize), and review the resulting action report. Note that declined orders processed this way will not trigger customer notifications. 

Can I edit the source, entry code, or pickup location on an order that's already been placed? 

Yes — on the Details tab of an order in the Customer Service module (Admin → Operations → Customer Service), the source, entry code, and pickup location fields are directly editable. Note that the "Ship From location" dropdown only appears there for non-integrated fulfillment locations. 

How do I resend a confirmation or receipt email for a specific order? 

Open the order in the Customer Service module and go to the Email Logs tab, which lists every email associated with that order along with its delivery status — emails can be resent directly from that details view. 

How do I charge a customer an additional amount when editing an order that wasn't originally paid with a card on file? 

When editing an order in Customer Service, additional charges create an "In Session" order that awaits fund capture. However, if the original order was not placed with a card on file, you can only refund to the card that was used — to charge an additional amount in that case, you must contact the customer directly to get their card information. 

Member Account

Can I refund to member account?

Yes, when you are either fully refunding or modifying an order and it requests a refund, one of the available options will be "account." This will return the money as store credit. You can check someone's account balance in the Member account module and see every transaction that indicates where those funds originated or were utilized.

What is a member account, how is it used?

Member Account is store credit that customers can use across POS, Webstore, Reservations, Enter Orders, and Wine Club (where enabled). To set it up, an administrator enables the "Account" payment method under Admin → Payment Processing → Accepted Payment Methods for each desired section; the Member Account module then activates automatically once any customer holds a balance.

How do I add funds to a customer's member account? 

There are two ways: issuing a refund with "Refund to Member Account" automatically creates a deposit account and adds the funds (the most common method), or you can make a Manual Deposit directly to an existing account. You can also start from the Member Accounts module's main page by clicking "Create Deposit Account," searching for the customer, and adding funds via the Deposit Funds tab. 

Can a customer split payment between their member account balance and a credit card? 

Only at the Point of Sale and the New Webstore — there, if the account balance is insufficient, a warning appears and the system automatically splits the transaction with another payment method. In Reservations, Enter Orders/Admin Cart, and Wine Club, split transactions are not supported; if the account balance can't cover the full order in those areas, it results in an "Insufficient Funds / DO NOT HONOR" error. Member Account funds in Wine Club are only available for Subscription Clubs. 

What do the white, brown, and red transaction colors mean in the Member Account module?

White indicates an Approved transaction, Brown indicates a Canceled transaction, and Red indicates a Declined transaction.

Customer Accounts

How can I find someone's account?

On OrderPort administration, navigate to the customers module. Utilizing the available filters, you can search for your customer by their First Name, Last Name, Email, Account Number, Customer Class, Address, and even the date of their most recent orders.

How do I update someone's password?

On the OrderPort administration panel, go to the customers module. Look for the customer you want and click on their account. Once you access their account, you will find a green "Change Password" button. Additionally, you can provide them with a password hint before manually resetting the password. Customers are also given the option to change their password on the webstore when they try to log in. Please keep in mind: When customer accounts are transferred to OrderPort, their passwords are not carried over. Instead, an auto-generated password will be used as a placeholder. They will need to reset their password to log into their account.

How do I edit someone's billing or shipping address?

Once you access the customer account in OrderPort admin, you'll find a section for billing and shipping addresses. Changes can be made in this area. To edit the address on an order, you'll need to open that order for editing via the corrective action tab. If you wish to change someone's wine club address, you must go to the wine club module and locate them under the customers tab. From their membership page, you can update their membership to the correct address.

How do I change the login email on someone's account?

The email linked to an individual's login is the one associated with their primary billing address. Within the customer module, you can modify the billing address email and save the updates. If you are uncertain whether it is the primary address, click on "manage address" above the billing address section. You will find one marked as primary.

How do I combine or merge accounts?

Use the Manage Accounts dropdown → Merge to combine duplicate accounts. This action is irreversible, so review the help notes carefully before proceeding. 

An order isn't attached to the right customer account — how do I fix that? 

Use the Manage Accounts dropdown → Assign Orders to connect unassociated orders to the correct customer account. Multiple order assignments can be completed at the same time. 

Can I delete a customer's saved credit card, and does editing a card create a new payment token? 

Before deleting a card, make sure it isn't attached to any wine club memberships. In the Saved Payment Method tab, edit an existing card via the green pencil icon (expiration date, billing address, or wine club attachment) or delete it via the trashcan icon; note that editing a card does not issue a new token, but adding a new card does. 

How do I flag a customer note so staff see it at the POS? 

In the customer's Account Notes tab, create a note and flag it as "Alert Clerk" — this displays a notification in the POS whenever that customer's orders are opened. 

How do I prevent customers from signing up with a shipping address in a state we're not licensed in? 

Enable "Restrict non-licensed shipping states" in Customer Address settings — this prevents account signups using addresses in states without a valid license on file in the Sales Tax and Licensing module. 

How do I resend an email to a customer or check what notifications/campaigns were sent to them? 

Open the customer's account and go to the Email Logs tab, which lists everything sent to that customer under separate Notifications and Campaigns sections. Click View Details on any entry to resend it. 

Can a customer account receive notifications at more than one email address? 

Yes — use the Emails tab on the customer's account to link additional email addresses, which will then also receive account notifications alongside the primary address. 

Why can't I delete a customer account? 

OrderPort will not let you delete a customer who is a member of a wine club. Account deletion is done via the Manage Accounts dropdown → Delete for eligible accounts.

Inventory 

How do I add or subtract inventory for a product? 

Go to Admin → Products → Inventory, select your warehouse, and leave the "Transfer To" field blank. Enter an adjustment quantity next to each product — a positive number adds inventory (e.g., new stock received) and a negative number subtracts it (e.g., broken, stolen, or lost) — then Save. Note that inventory adjustments can be backdated up to 30 days. 

How do I transfer inventory between locations/warehouses? 

Open the Inventory module and select the source warehouse, then choose a "Transfer To" location from the dropdown and enter the quantity to transfer next to each product before saving. Transfers redistribute inventory between locations without changing enterprise-wide totals. For a quick transfer, use Admin → Products → Inventory → Operations dropdown → Inventory Transfer (you can toggle between bottle and case count views). For more formal accountability across locations, use a Transfer Request, which holds the adjustment until the receiving location confirms receipt; managers can track pending and completed transfer requests in the Task Center. 

What is a warehouse vs a tasting room?

Warehouses are inventory sites from which you do not sell directly. These include shipping warehouses or storage facilities where your inventory is kept. Tasting rooms and restaurants are available locations on the point of sale for you to generate orders and sell inventory in person.

Why do I have negative inventory?

If the correct inventory amount is not entered and you sell the bottles, orderport will still process those orders. You will need to manually adjust your inventory.

How do I change the time zone for a tasting room location? 

Go to Admin → Products → Inventory, select the warehouse/tasting room location, and click Edit/View. Open the Warehouse Info tab, click the Time Zone field, select the correct time zone, and Save changes. 

How do I create a new warehouse or tasting room location? 

In Admin → Products → Inventory → Manage Warehouse, click "Add New," then fill in three sections: Settings (warehouse name and operational settings), Address & Contact (physical address and contact details), and Custom Tax Settings (location-specific tax configuration). Save when complete. 

What's the difference between "Committed," "Sold but Not Shipped," and "On Hand" inventory? 

Committed inventory is held for unpaid orders. Sold but Not Shipped refers to paid orders that haven't yet been released or shipped. On Hand is the currently available inventory.

How do I reconcile a physical inventory count with the system, and how do I correct discrepancies? 

Use the Physical Inventory tab to compare POS counts against system records. Corrections where counts differ are PIN-protected. 

Which warehouse location fulfills orders placed on the webstore? 

The default location, set on the Manage Warehouse tab of the Inventory module, is the one that fulfills webstore orders. Additional locations (e.g., tasting rooms) can be added as needed for other purposes.

Fulfillment 

What is the Fulfillment module and what's the basic process for shipping an order? 

The Fulfillment module (Admin → Products → Fulfillment) captures funds on authorized webstore, wine club, and admin cart orders and creates shipping labels to release them. The core process is: check inventory (print pick lists/packing slips), capture funds by selecting the appropriate carrier, release the order from the Carrier Terminal, then print the shipping label. Wine club custom orders appear in blue for easy identification. 

What do the different Fulfillment status categories mean? 

Carrier Terminal = funds captured, awaiting shipment or pickup; To Import = pending fulfillment, not yet processed; In Session = currently being edited or payment declined; Pay at Pickup = awaiting payment at point of sale; On Hold = unapproved purchase orders; Quarantined = failed compliance checks (requires ShipCompliant). 

An order is stuck "In Progress" or a canceled order still shows in Fulfillment — how do I fix it? 

Use the "Clear Stuck Orders" option in the Fulfillment module to clear orders stuck in progress or canceled orders that are still displaying. 

How do I schedule an order to ship on a future date instead of right away? 

Use the Fulfillment module's Future Ship Date Terminal, which holds orders with a scheduled delivery date and releases them automatically once that ship date arrives — no need to manually track and release date-specific orders yourself. 

An order needs more than one shipping label (e.g., a multi-box shipment) — how do I print them all? 

Use the multiple label printing option in Fulfillment → Carrier Terminal rather than releasing and printing the order more than once. Note this isn't available for GLS orders, which are limited to a single label per order regardless of box count. 

What are the steps to fulfill an order?  

Within the search filters of the to-import section, you will discover all your uncaptured orders. By using the checkbox adjacent to each order or the select all option, click on the blue hyperlink Next button to verify inventory and attempt to capture funds. If you possess sufficient inventory, you will be directed to a page to print pick lists, packing slips, and receipts. If not, you'll be prompted to either skip inventory checks or return to the fulfillment home. Once printed, you must send each order to the appropriate carrier terminal. When you're ready to ship from the fulfillment home, you can access the carrier terminal and release the order to create the shipping label.

What are carrier terminals?

Carrier terminals are locations where orders prepared for pick up or delivery are stored until they are dispatched to the customer. Each shipping provider has its distinct carrier terminal.

Marketing 

How do I edit or reset a notification template (e.g., order confirmation, receipt)? 

Go to Admin → Operations → Marketing → Notifications and click Edit on any notification to customize its template — the sender email should be under your domain for reliable delivery, and you can use placeholders to insert dynamic data like customer name or order details. To discard your edits and restore the original default template, click the red X button on that notification. 

How do I get staff copies of a customer notification (e.g., alert my team when a wine club order is placed)? 

Add staff email addresses to the BCC field on the specific notification (Admin → Operations → Marketing → Notifications → Edit). Note that most employee/staff notifications (like Back Order Alert, Check Payment Alert, Low Inventory Threshold, Work Order Alert) require BCC addresses to be configured in order to be received at all. 

How do I change the header/footer that appears on all my automated notification emails? 

Go to Marketing → Notification Themes → Designs section. You can Edit an existing theme or Create a new one, then use "Apply to All" to set that design as the universal header/footer wrapping every notification. 

Can I add a custom notification or remove one I don't use? 

No — OrderPort includes 48 built-in notifications covering orders, account management, wine club events, reservations, gift cards, and staff alerts, and notifications cannot be added or removed. You can only customize the templates of the existing ones. 

How do abandoned cart notifications work, and can I change the timing? 

A cart is created once a billing email is captured — for guest shoppers this happens at email entry, for account holders it happens at sign-in. OrderPort sends a first notification 3 hours after the customer's last cart update and a second notification 24 hours after their last update; after the second notification the cart is marked inactive and no further notifications are sent. Each notification includes a link letting the customer retrieve and complete the cart. A scheduled task checks for abandoned carts hourly, and carts are deleted upon successful checkout. The underlying system notification is called "AbandonedCartNotification," and per Notification Definitions, this feature requires enablement in the Account module. 

What is the suppression list?

In the marketing module, there exists a suppression list that displays the emails of individuals who have been marked as suppressed due to excessive bounces, filing a complaint, or unsubscribing from your emails. You can manually add or remove someone here if necessary, allowing you to attempt to send an email again.

What is domain verification?

You need an SPF TXT record (authorizes which mail servers can send for your domain — combine it into any existing SPF record, since only one is allowed per domain), a DKIM TXT record (authenticates that emails came from an authorized server), and optionally a CNAME record (enables open/click tracking). Your specific SPF, DKIM, and CNAME values are found in Admin → Operations → Marketing → Settings. After adding the records in your DNS/domain provider's settings, changes can take up to 48 hours to propagate, though they often take effect within a few hours. OrderPort support can help with setup for GoDaddy, Squarespace, and Wix. 

What's the difference between the Legacy and Modern Marketing Designer, and how do I upgrade? 

Both versions have the same core functionality — the main difference is the editor. Legacy uses a rich text editor in the original UI, while the Modern designer uses a drag-and-drop builder in a redesigned UI with enhanced list features. You can upgrade to the modern module at no cost by contacting helpdesk@orderport.net. 

How do I enable SMS/text messaging for order and reservation notifications? 

Contact helpdesk@orderport.net to enable the Messaging Module (Admin → Operations → Marketing → Messaging), which partners with Twilio to send instant receipts and reservation notifications via text. Once enabled, use the Configuration tab to toggle messaging on/off per tasting room location, and customize the two available message templates per location — "Table is Ready" (sent when a reservation is seated) and "Thank you for Your Order" (sent after a purchase) — which support media URLs and custom text. 

How do I create or access a custom email design for a wine club release? 

In the Modern Marketing Designer, custom designs for wine club releases are accessed directly from Step 4 of the wine club release process. In the Legacy Designer, enable the "Make available to club" option when creating the design — this makes it selectable for wine club emails, which are then managed through the club section of the Marketing module. 

What's the difference between "Retire" and "Delete" for an email marketing list? 

 Retire hides the list from active use but keeps it recoverable — it can be restored later. Delete permanently removes the list with no recovery option. Both actions are available from each list's dropdown menu (alongside View and Edit) at Admin → Operations → Marketing → Emails → Lists. 

What are the lists with the gear icon next to them?

The gear icon indecates that this list is an auto generated system list. 

How do I create a marketing design?

 In the Modern Designer (Admin → Operations → Marketing → Designs → Email Campaigns), configure the required Template Settings — Name, Subject Line, and Sender Email (must be under your domain) — plus optional settings like Opt-Out Link Text, image aspect ratio, and resizable elements. Once template settings are configured, enable Autosave to save automatically once per minute, and use Preview Mode to check the final appearance before sending. In the Legacy Designer (Admin → Operations → Marketing → Emails → Designs tab), click "Add New Design," enter a Design Name and Opt-Out Link Text, write content in the rich text editor, add images/tables/placeholders, enter the Subject Line and Sender Email, then Save and send a test email — unsaved edits revert to the previous version. 

How do I send a campaign?

You need a Design (the email template) and a List (the recipients) before creating a campaign. Click "New Campaign" or duplicate an existing one, then configure the Name, optional Scheduled At date/time, Design, Sender Name, Sender Email (must be a valid address under your domain), and Email Lists. You can then Schedule it for a future date/time, Save & Send Immediately, or Save it for later without sending. 

How do I create a list? How do I manually upload a list from Excel?

Go to Admin → Operations → Marketing → Emails → Lists. You can build a list three ways: manually via "Add Recipient," by importing a CSV (best practice is to export an existing list first to get the correct column format, then replace the data and import), or by setting List Parameters to filter customers by criteria like zip code, purchase history, customer class, or date ranges. Enabling "dynamic list" makes the list automatically update as new contacts meet the filter criteria. OrderPort also auto-generates system lists (marked with a cog icon) like All Customers, Employees, Subscription, Customer Classes, and per-club Wine Club lists — click "Update List" to refresh a system list with the latest data.  

How do I get notified when a customer opens or clicks a marketing campaign email? 

Configure BCC addresses on the "Campaign Opened," "Campaign Clicked," and "Campaign Delivered" employee notifications at Admin → Operations → Marketing → Notifications — they fire when a customer opens a campaign email, clicks a link in it, or when delivery is confirmed, respectively. Like other staff notifications, they won't send unless a BCC address is configured. 

Can I duplicate an existing email campaign instead of building a new one from scratch? 

Yes — from the Active or Processed Campaigns tab, you can duplicate an existing campaign as a starting point instead of clicking "New Campaign." 

Where can I see our SMS/text messaging charges and how many messages are included in our plan? 

Check the Usage tab in the Messaging Module (Admin → Operations → Marketing → Messaging) — it shows monthly fees, per-message charges, phone number costs, and the number of messages included in your plan. 

A customer says they got a "Quick Login Code" email instead of a password prompt — what is that? 

That's OrderPort's Quick Login Code notification — a one-time password (OTP) that lets customers log in without entering their account password. It's a standard Account Management notification and can be customized like any other template at Admin → Operations → Marketing → Notifications.

Why can't I see open rate, click-through rate, or tracking data for my campaign? 

Tracking & Events and post-send analytics reports (delivery statistics, failure rate, open rate, click-through rate) require CNAME DNS records to be configured for your domain. Without the CNAME record set up, this tracking data won't be available in the Processed Campaigns tab. 

What do the email statuses in the Email Logs (Accepted, Rejected, Temporary Fail, etc.) mean? 

Accepted means the API request was processed and queued for delivery; Delivered means the recipient's mail server accepted it. Opened and Clicked require open/click tracking (and CNAME configuration for Clicked) to register. Rejected means the API request was denied and the message was never sent. Temporary Fail means delivery failed but a retry is scheduled (soft bounce or throttling), while Permanent Fail means delivery failed and the message was dropped (hard bounce or repeated soft bounces). Complained means the recipient marked it as spam.

Why are my emails showing "Sender verify failed" in the delivery report? 

This is caused by callback verification, an outdated anti-spam check some email servers use. When MailGun sends on your domain's behalf, it generates temporary bounce-tracking addresses (e.g., bounce+trackinginfo-example=yourdomain.com@yourdomain.com); if your mail server has callback verification (also called Sender Verification Callouts) enabled, it rejects these as invalid. The recommended fix is to disable callback verification in your email provider's settings (in cPanel/WHM, disable Sender Verification Callouts). Alternatively, create a dedicated marketing subdomain (e.g., mg.yourdomain.com) and configure it with MailGun's SPF, DKIM, and MX records so the bounce addresses are recognized as legitimate — do not add MailGun MX records to your root domain if it already has MX records for a separate email provider, as this can block incoming mail entirely. 

Webstore

Why is my product showing 0.00 as the price on the webstore?

In the catalog manager, it's essential to enable the customer class discounts and pricing for the consumer customer class so that non-logged in users can view the accurate product price. Please note that this will display as 0.00 on the shop screen, but the full price will be applied at checkout.

How do I rearrange my webstore groups?

In the catalog manager, navigate to the groups section and choose webstore groups. From this point, you can click and drag the groups to arrange them in the desired order and save the modifications. 

I added some text to an overview or summary overview and now my webstore is messed up.

When you paste text into the overview or summary overview in the catalog manager, it retains the formatting from the original system. This can conflict with the format of your webstore and disrupt the page layout. In the text box, there is a blue eraser button labeled clear format. Select all the text in the box, clear the format, and save the changes. Afterward, you can adjust the font size, color, and spacing manually within the text box.

How do I set up a custom domain for my webstore? 

Custom domains are optional — by default your webstore is hosted at yourwinery.orderport.net/wines. To set one up: (1) register a subdomain (e.g. shop.winery.com) built on a domain you already own, (2) purchase a standard single-domain SSL certificate for it — email Helpdesk@Orderport.net if your provider needs a Certificate Signing Request (CSR), (3) send OrderPort the issued certificate (.pfx or .txt file plus private key), (4) update your shop domain's A Record to point to OrderPort's IP address, and (5) once OrderPort installs the certificate and confirms it works, update your webstore links on your website and email campaigns. You are responsible for purchasing the domain and SSL certificate and for renewing the SSL certificate before it expires. 

My webstore is inaccessible — could it be an expired SSL certificate? 

Yes, if you use a custom domain. An expired SSL certificate on a custom domain will make the webstore inaccessible until a new certificate is installed, and restoration can take 24–48 hours. Renew your certificate at least 30 days before expiration and send the updated certificate to OrderPort's webstore specialist. This does not apply if you use the default winery.orderport.net URL, which requires no SSL management. 

What's the difference between a Standard Webstore and a Hybrid Webstore? 

A Standard Webstore has all storefront, account management, and checkout pages built by OrderPort developers to match your website design, hosted at abcwinery.orderport.net/wines — updates require a request to OrderPort specialists, so it's best for wineries without a dedicated web designer or with infrequent design changes. A Hybrid Webstore has the winery/its web developer build the storefront on the main website using OrderPort's API and custom elements, while OrderPort still hosts account management and checkout pages; it requires a fully completed website, font files, a CSS stylesheet, a branding kit (if available), and web developer experience. 

How do I request a webstore redesign? 

First schedule a meeting with the Webstore Specialist (calendly.com/alexis-orderport), then email HelpDesk@orderport.net with the subject line "Webstore" including your preferred redesign type, a link to your current website, font names/files with supplier info, proprietary logos (transparent version if available), and any CSS, stylesheets, mockups, or branding kit. Specify all customization requests before development begins, and complete all website changes first to maximize efficiency and expedite launch. 

Should I update my checkout even if I don't want a full redesign? 

Yes — the newest checkout can be applied independently of a full redesign via a "Checkout Update Only" option, which streamlines the shopping experience and adds optional features like a Suggested Products carousel, an age verification popup, and split payments (multiple cards, credits, gift cards). Consider it if your webstore was built before August 2023, since the newer checkout offers improved workflow and modern eCommerce features. There is also a combined "Checkout Update with Free Redesign" option. 

A product isn't showing up on the webstore — what should I check? 

Confirm the product has been added to a Webstore group in Catalog Manager (bulk-add via Groups → View/Edit group → Products tab → check "NOT Included," or individually via the product's Groups tab). If it's in a subgroup, note that subgroups require associated products — empty subgroups don't appear in POS or the webstore. Also check the product's Customer Class settings, since a group or product can be restricted to specific classes (e.g., wine club members only). 

How do I make a product wine club members only? 

In Catalog Manager, search for the product, go to the Product Info tab, and uncheck "Consumer" under Customer Class Prices & Discounts. Then go to the Status tab, select "Club Only," and enter a message that will display to consumers. Save. 

Why aren't my product images displaying correctly on the webstore? 

Verify the image is PNG or JPG format, under 3024 × 4032 px at 96 dpi, in RGB color mode (not CMYK), and that you used consistent sizing without refreshing the page during upload. Note that webstore updates can take up to 5 minutes to appear after an image change. 

How do I set the number of products shown per page on a webstore group? 

Go to Admin → Site Manager → Wines (left panel) → Edit → Zones → Left - Catalog → Settings, then set the "Page Size" field and click Save and Publish. (This can also be done via Webstore Designer → Wines → Edit → Zones → Left Side → Left – catalog v1.1 → Settings, where the default Page Size is 10.) 

A customer's password reset email never arrived — what's going on? 

Password reset emails can take several minutes to arrive. Requesting another reset link invalidates any previous links, and links expire after 24 hours, so make sure the customer is using the most recent one. 

How do I disable specific credit card types on the webstore? 

Go to Settings → Payment Processing → Accepted Credit Cards tab and check or uncheck the card types you want to accept. 

How do I designate which warehouse/location supplies webstore inventory? 

In Catalog Manager, go to Catalog Settings → Web Store Settings tab, and set the "Inventory Location" dropdown to the desired warehouse. 

How do I edit webstore text like the header, footer, or Terms of Use? 

Content edits (text, links, headers, footers, and page-specific content) are made in Admin → Services → Webstore Designer, separate from settings that control webstore behavior. For header/footer links, open Webstore Designer → Edit → Top Header or Footer tab → HTML, edit the <li><a href="...">Label</a></li> line, then click Update → Save and Publish. Terms of Use is edited under the Terms of Use folder tab → Edit → Zones → ColumnLeft - Op Text → Save and Publish, and note it's separate from Wine Club Terms of Use (configured in the Wine Club module). Terms of Use cannot be removed — CCPA compliance requires it to be displayed. 

Can I connect Google Analytics or Google Tag Manager to my webstore? 

Yes, OrderPort supports GA4 through Google Tag Manager with e-commerce data layer support for events like view_item_list, view_item, add_to_cart, remove_from_cart, begin_checkout, and purchase. You'll need a GTM account/container, a Google Analytics account, and your GA4 Measurement ID. Enter the Measurement ID under Admin → Settings → Account (Webstore section) to download a configuration file, upload it to GTM using "Merge"/"Overwrite conflicting tags, triggers, and variables," then set the Provider to Google Tag Manager and enter your Container ID (starts with GTM-) under Webstore Designer → root node → Edit → Analytics tab, and Save and Publish. 

We have multiple webstores under one account — how do we control which products, clubs, and reservations show on each one? 

The Enterprise module (Admin → Settings → Enterprise, Webstores tab) lets wineries with multiple webstores manage what displays on each. For each webstore, use View/Edit to access four tabs: Webstore Info (friendly name, associated entity, ship-from location, enabled toggle), Catalog Groups (which Catalog Manager groups are active on that webstore), Wine Clubs (which clubs are active on that webstore), and Reservations (which Reservation Tasting Room Locations display there) — useful for managing multiple brands with separate tasting room facilities. To add an additional webstore to your account, contact helpdesk@orderport.net. 

How do we add an ADA accessibility widget to our webstore? 

Two options are supported: the free Sienna widget or the paid UserWay widget. For Sienna, paste its script tag into Body Bottom Scripts under Admin → Services → Webstore Designer → Edit → Analytics tab, then Save and Publish. For UserWay, generate a widget at userway.org using your OrderPort webstore URL (create a new widget specifically for OrderPort — don't reuse one already registered to another site), then paste that script into the same Body Bottom Scripts field and Save and Publish. 

How do we get our products listed on Google Shopping / Google Merchant Center? 

Create a Google Merchant Center account, then add /get-google-merchant-center-file to your webstore URL (e.g., https://veryfinewinery.orderport.net/get-google-merchant-center-file) to retrieve your product feed file. Products typically appear in Google Merchant Center within minutes, though customer visibility in Google search/shopping results can take several days, and product changes refresh automatically every 24 hours. 

I made an unwanted change in Webstore Designer — can I undo it? 

Yes — click VERS in the top left of Webstore Designer to open the version history, then click Publish on the version with the date/time from before your change to revert to it. 

A customer wants text changed on the Sign In, Search Results, or Product Details page — can we edit that ourselves? 

No — Find Our Wines, Search Results, Sign In, Merchandise, Product Details, Contact Us, and the Reservations page content have no customer-facing editing access in Webstore Designer and require OrderPort Helpdesk assistance to change. 

Where do I edit the description, benefits, and terms that display for a specific wine club on the webstore? 

In the Wine Club module, go to the Club tab → select the club → edit the Website Heading, Description, Benefits, and Terms & Conditions fields. This is separate from general webstore content, which is edited in Webstore Designer. 

How do I add links to my OrderPort webstore from our WordPress/GoDaddy/Squarespace website? 

Webstore links follow the format https://{YourDomain}.orderport.net/{page} (e.g., /wines for the shop, /auth for sign in, /wine-club/s6219/gold-club for a specific club registration page). On WordPress, add these as custom links through Menus in your header/navigation. On GoDaddy, add pages and edit action buttons per GoDaddy's own help documentation. On Squarespace, go to Pages → click the + next to Main Navigation → Link → enter a name and the OrderPort URL → drag it into position.

Gift Cards

Why did the gift card balance not deplete on this gift card?

In the customer service module, look up the order. Verify that the payment method is listed as gift card and not gift certificate. If it indicates gift certificate, you must issue a refund and recreate the order, since gift certificate is a distinct payment method. If it shows gift card but the order is white or in active status, ensure to push it through fulfillment to actually capture those funds.

Why hasn't my customer received their gift card number via email?

In the fulfillment module, look up the order; if you haven't captured funds for the order, a gift card number will not be assigned to the customer. 

How do I set up gift cards for my winery? 

The Gift Card module must first be enabled by contacting helpdesk@orderport.net. Then create a Gift Card-type product in Catalog Manager (Admin → Products → Catalog Manager → New Product → Gift Card), fill in Title, POS Title, and Retail Price, and clone the prod  uct to create multiple denominations. Physical vs. e-gift card designation is configured separately in Admin → Services → Gift Cards, not during product creation. 

How do I assign card numbers to physical gift cards purchased online? 

Online physical gift card orders show as "Not Assigned" until staff manually assign a number. Go to Admin → Services → Gift Cards → Card Assignment tab, then type in card numbers or click "Auto-assign all" to pull available numbers from inventory. Assignment can also be done during fulfillment when capturing payment. 

How do I replace a customer's lost or damaged gift card without losing their balance? 

In Admin → Services → Gift Cards, locate the original card by order number, customer name, or email, select it, go to the "Replace Card Number" tab, and enter a new unassigned card number to transfer the remaining balance. Don't mark the old card "Expired" for this — Expired removes its funds irreversibly, whereas Replace preserves the balance on the new card.

Reservations

How do I set up the Reservations module for my tasting room? 

Reservations is a paid feature — contact helpdesk@orderport.net to enable it. Backend setup has four steps: (1) create a Reservations product group in Catalog Manager (New Group → Webstore type, Webstore Group Type "Reservation 2.0"); (2) configure payment capture under Admin → Settings → Payment Processing → Accepted Payment Methods → Reservations (Capture at POS, Capture in Fulfillment, or Pay at Pickup); (3) enable Table Numbers and Split by Guest under Point of Sale Settings so reservations appear on the POS; and (4) set up Reservation Areas under Admin → Services → Reservations → Locations, configuring capacity, hours, tables, and optional pre-purchase products for each area. 

What reservation workflow types are available, and which should I use? 

Five workflow types are available: Capacity-Based (sets guest limits per time slot with no table assignment — best for open seating tasting rooms), Table-Based (controls availability by table with auto-assignment — best for restaurants and structured experiences), Group-Based (limits number of groups per time slot rather than total guests — best for tours and guided tastings), Hybrid (customers book online, staff assigns tables at arrival via an internal map — works for any tasting room), and Extended Stay (date-range selection instead of time slots, for multi-day bookings). 

How do I create a reservation from the POS? 

Tap Reservations in the gray side bar and select the area where the customer wants to be seated. For areas with tables, select an available (green) table and time slot from the grid. For areas without tables, select an available time slot using a Reserve button. In either case, search for an existing customer or enter their information. If the area requires a product purchase, select products after saving — zero-dollar products need a second Save, and products with a deposit show the amount owed so you can select Complete and take payment. 

How do I seat a customer who has a reservation when they arrive? 

Find the reservation and tap Start Order. Adjust the guest count and assign a table as needed. This creates a light blue order that automatically includes any items the customer pre-selected during booking. 

How do I edit or cancel an existing reservation? 

Find the reservation under the All Areas tab and tap the customer's name. To change the date or time, tap Change Time; to adjust guest count or other details, edit directly. To cancel, go to the Status tab and select Canceled. 

How do I delete a Reservations area? 

You can't delete an area yourself — contact helpdesk@orderport.net. Before requesting deletion, take the area offline in its offline settings tab and rename it to "Delete Me." Deleted areas cannot be recovered, and all future reservations in that area will be deleted along with it. 

How do I create or manage a reservation from the Admin panel instead of the POS? 

Go to Admin → Services → Reservations → Locations → select the location → Manage Reservations, which offers two views: Timeline View (a grid of all time slots and table assignments, where you can drag reservations to reassign tables, areas, or times) and Services View (a table map with live seat availability, also drag-and-drop). To create a new reservation, click the green book icon in the top right and complete four steps: search for or enter the customer, select area and date, select time, and select party size. 

What's the difference between the "Capture at POS," "Capture in Fulfillment," and "Pay at Pickup" payment options for reservations, and which should I use? 

Capture at POS charges at booking and completes the transaction when the customer checks out at the POS — recommended for deposits. Capture in Fulfillment charges the customer only when the reservation is fulfilled, functioning like a prepaid ticket. Pay at Pickup takes no payment upfront, which carries a higher risk of no-shows. These are configured per reservation area at Admin → Settings → Payment Processing → Accepted Payment Methods → Reservations. 

Can a customer change the date, time, or party size of their own reservation online after booking? 

No — customers cannot edit a reservation themselves once it's booked online; all changes (date/time, party size, or cancellation) must be made by staff, either from the POS Reservations tab or from Admin → Services → Reservations → Manage Reservations. 

Can I restrict a reservation area so only certain customer classes (e.g., club members) can book it?

Yes — each reservation area has a Customer Class tab under its area configuration (Admin → Services → Reservations → Locations → Manage Reservations → Settings) where you can restrict booking access to specific customer classes.