⏱️ Estimated time: 5 minutes

👤 Role: Reception Staff, Reservation Teams, Platform Administrators

What you'll learn

• How to get started with the Retail module and communicate your fulfilment choice to our team.

• How to identify self-fulfilment retail orders that require packaging and dispatch.

• How to update order statuses inside the platform as you prepare and ship retail products.
  

When should I use this?

Use this guide if your property has the Retail module enabled and you have chosen to self-fulfil your retail shop orders in-house (such as branded spa products, merchandise, or gift items), rather than using a third-party shipping company.

Before you start

• Ensure you have active login credentials for your ecommerce platform.

• Confirm the dedicated staff inbox where order notification emails are sent.

• Gather your packaging materials and shipping labels near your fulfilment area.

Step-by-step

1. Set up your module configuration

Before processing any live orders, ensure your account preferences are properly established.

• To have the Retail module setup, contact your account manager. If you are unsure who this is, please reach out to support@journey.travel.

• Specify the exact internal email address where you would like all new retail order requests to be sent.

• When a customer places an order, review the automated email notification which will contain the customer's name, delivery address, and the specific items they purchased.

2. Locate and open the order

Find the incoming retail purchases that require physical packing or preparation.

• Log into your ecommerce platform.

• Click on Orders in the main menu.

• Locate the order that needs to be fulfilled. Orders that have a physical fulfilment requirement will display a dedicated bag icon next to them. You can also filter Item Type to 'Shop'.
  

• 
  

• Click Edit on the appropriate order to view the full details.

• Review the items requiring attention under the Products heading.

Important Notice: When a customer first completes a transaction, the status of the item will automatically show as Awaiting Packaging, and the order will status as In Progress.

3. Check delivery details and update the status

Review the shipping or collection requirements and keep your platform records accurate as you work.

• Scroll to the address section to see the name and address of where the order needs to be delivered, or to check if the guest has selected a click-and-collect option.

• 
  

• Prepare and package the items for dispatch or collection.
  

• Update the item status dropdown menu as you process the order to keep records aligned.

• Select the most appropriate current status, then click Save Section.

Best practice

• Update Statuses Progressively: Make it a habit to change the status from Awaiting Packaging as you go. This keeps your front-desk and
  

reservation teams informed if a guest calls up to chase their retail purchase.

• Double-Check Click-and-Collect: Always check whether an order is marked for delivery or click-and-collect before sticking postage labels
  

on the box, so you do not accidentally ship an item a guest intended to pick up at reception.

• Keep a Central Fulfilment Inbox: Ensure the retail notification email address is linked to a shared team inbox (like reception@ or spa@)
  

rather than an individual staff member's email so that orders are never missed during staff holidays.