Who Is This For?
StoreHub merchants who want a clear, step-by-step picture of what customers do on Webstore and what your team does in BackOffice after an order is placed.
Overview
This article is the first stop for the Webstore collection. It follows the same sequence as the legacy customer purchase guide: from visiting the storefront through login, delivery or pickup details, payment, and confirmation. It then summarizes how you enable stores to sell online, fulfilment options, order email alerts, and where to manage orders in depth.
Before You Begin
Your team can open your Webstore URL in a browser (mobile or desktop).
You can sign in to BackOffice.
You know which outlet should receive and fulfil Webstore orders.
Introduction
What is Webstore?
Webstore is your customer-facing online storefront. Shoppers browse your catalog, choose variants and quantities, use the cart and checkout, pay using the methods you have enabled for your region, and land on an order confirmation page when payment succeeds.
On your side, orders appear in BackOffice for preparation, status updates, and handoff or pickup.
Step-by-Step Guide
How Customers Make a Purchase on Your Webstore
The steps below mirror the customer journey on the live storefront.
1. The customer visits your online store (your Webstore URL).
2. The customer selects the product they want.
3. The customer chooses size or other options your product uses, enters quantity, and adds the item to the cart.
4. When they are finished choosing size and quantity, the customer can click checkout or view cart.
Note:
The customer can click 'view cart' first to review items before they continue to the checkout page.
5. On the checkout flow, the customer may need to log in or sign up using a phone number, email, or Facebook login.
Note:
If the customer chooses phone number sign-in, they will receive a one-time passcode before they can continue.
6. On the Choose Delivery or Pickup step, the customer enters the details your checkout asks for (for example address for delivery or pickup preferences if you offer pickup).
Note:
Customers need to tap 'edit' to enter or correct their full delivery address.
7. The customer completes payment. Available methods depend on your payment setup and region (for example credit or debit card, online banking, Touch n Go eWallet, GrabPay, or other enabled options).
8. After a successful payment, the customer is redirected to the order confirmation page.
What Your Team Sets Up So Orders Can Be Fulfilled (BackOffice)
Customers only see delivery or pickup if your store is configured for it. These steps follow the same order as the store-level fulfilment guide.
How your team works the order after payment (summary)
After customers pay, your team uses Online Order Management in BackOffice: filter by store, period, and channel, open the Webstore order, update status (for example ready for delivery, shipped, or ready for pickup), and add shipping details when your workflow requires it.
For step-by-step status meanings, list behaviour, shipping capture, and working across Webstore with other channels, see here.
Troubleshooting
Issue | Solution |
Customer can browse but cannot finish checkout | Confirm the store sells online, fulfilment methods and delivery zones match what you offer, and payment methods are enabled. |
Customer does not receive the phone one-time passcode | Ask them to retry, check spam or SMS filters, and confirm the number is correct. If it persists, contact Support. |
Paid order does not appear for staff | Check store and channel filters in Order Management and confirm the order email settings on 'Store Settings'. |
Delivery or pickup missing at checkout | Reopen 'Store Settings' fulfilment toggles and delivery zones. |
FAQs
1. Should merchants read this article before the setup hubs?
Yes. Seeing the customer path makes it easier to understand why each setup screen exists.
2. Does this article replace the full orders hub?
No. This article explains the journey and store-level prerequisites. How to Manage and Fulfill Webstore Orders covers daily order handling in depth.
3. Does this article cover payouts?
No. Use the Payouts collection in Help Center for payout timing, adjustments, and troubleshooting.
4. Will payment methods match every country?
The methods available at checkout depend on your region and payment configuration. Your live checkout screen is the source of truth.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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