E-Commerce and Shop: complete setup and orders
Configure catalog, theme, pages, SEO, delivery and notifications, then manage checkout, orders, serials, stock and documents.
Last updated: 2026-09-16
Module availability
The E-Commerce module is Coming soon: its information is available, but new activation requests are not accepted. ISPs that already have the module enabled can continue using it.
Shop registration and existing customers
Shop registration requires an active E-Commerce module, a public Shop and Allow new registrations in the public Shop enabled. Customer Area registration may remain disabled. The group selected in E-Commerce applies to new Shop customers; No group leaves them unassigned. Initially the previously used group is suggested: save your choice to manage it separately.
The customer must verify their email and provide a tax code or VAT number in the configured registration custom fields. If none is available, make a fiscal field visible during registration in CRM settings and do not restrict it to administrators. Configured format rules and required fields are enforced.
Checks compare account and customer email addresses, tax codes and VAT numbers against customers of the same ISP, including those without an account. A match prevents a new customer record and does not automatically grant access to an existing one: sign in, recover the password or contact the operator. Checks run again when the code is confirmed; simultaneous online registrations must not create duplicates. Missing or incorrect fiscal information in existing records must be corrected to allow recognition.
Private or public Shop
Existing customers only: show the Shop in the Customer Area and ISP App menu, keep the public Shop disabled and disable new registrations. The catalogue is available to authenticated customers of the ISP. For example, use it to sell routers, access points, mesh systems, switches, CPEs and accessories to customers you already serve.
Public storefront: enable the public Shop to allow browsing without login. Separately choose whether guests can see prices and whether new customers can register; Shop registration is independent of the Customer Area registration switch. Select the group for new Shop customers in E-Commerce settings. Completing an order still requires login. The public storefront can coexist with the Customer Area link.
Both modes share the catalogue and order management. The logo, footer, information pages and custom Shop domain let you present the store with your own identity. The E-Commerce Info page illustrates both modes through explanatory diagrams, distinguished from actual screenshots.
Architecture and setup order
The Shop publishes Warehouse articles in the Customer Area and, when enabled, through a public storefront. Its full process joins catalog data, prices and VAT, availability, domain and registration rules, customer addresses, delivery quotations, checkout, orders, notifications, stock movements, and administrative documents.
Configure it in this order: article master data → domain and visibility → header, footer, and pages → delivery → SMTP and communication channels → message templates → SEO and banners → end-to-end purchase test → order fulfilment. Opening the storefront before these prerequisites are ready can leave customers with carts they cannot complete.
Catalog: preparing sellable articles
The catalog is built from the ISP’s Warehouse articles enabled for Shop sales. Complete code, customer-facing name and description, net list price, article-specific or default VAT, category, brand, images, and availability. Categories may be hierarchical; the storefront displays only branches containing products.
Review unit, quantity, serial-number handling, and stock by site. A visible article with an incomplete price, VAT rule, or stock position can produce an incorrect total or an order that cannot be fulfilled. The description should clearly distinguish the product, any associated service, and what the customer receives.
General visibility and registration settings
Show Shop in Customer Area menu exposes the link to authenticated users. Enable public Shop makes the storefront browsable without login; Show prices to guests controls pre-login pricing, while Allow registration lets a new visitor create the account required for checkout.
Choose one coherent acquisition policy. If registration is disabled, new buyers need another invitation or account-creation process. Configure the custom Shop domain and its certificate before publishing campaigns or indexed links.
Header, logo, and storefront identity
Select a white or primary-color header and upload the dedicated Shop logo. Use an asset that remains readable on desktop and mobile and is consistent with the domain and favicon.
After saving, inspect the catalog, product, checkout, and information pages. Check contrast, crop, dimensions, and file weight; a logo containing very small text will not remain legible on a phone.
Information and legal pages
Create each page with a title, slug, published state, sort order, and HTML content. The slug becomes part of the URL, so keep it short, unique, and stable. Publication makes the page reachable; the order helps produce a predictable navigation structure.
Prepare at least sales terms, privacy and cookie information, shipping, payments, returns, and contacts, adapted to the ISP’s real commercial process. Before deleting a page, check footer links, campaigns, and indexed URLs that may still reference it.
Published pages use a centered, limited-width content area, responsive margins and spacing for headings, paragraphs and lists. Images fit the available space and wide tables can scroll. Fonts, alignment, indentation and merged table cells from the editor are retained on new saves where supported.
The new layout also applies to existing published pages. Formatting removed by earlier saves cannot be reconstructed: reapply it in the editor and save again. Scripts and unsupported content remain excluded.
SEO and measurement
The SEO switch enables measurement integrations. Settings can contain a Google Tag Manager container ID, a GA4 Measurement ID used as a fallback, Search Console verification content, and an AdSense publisher ID.
Prefer GTM when centralized tag governance is required and avoid deploying duplicate tracking through GTM and direct GA4 at the same time. These fields contain identifiers, not private credentials. Validate consent handling, the correct property, and the absence of duplicate page views before launch.
Delivery methods
Create either a Shipping method or a Pickup method, supplying a customer-facing name, optional carrier, gross base price, sort order, and active state. Radius-based shipping requires correct origin coordinates. Pickup always produces a zero delivery charge.
Deactivate a method rather than removing it when historical orders refer to it. The displayed name should explain delivery expectations, not merely expose an internal carrier label.
Delivery rules and precedence
Rules apply to shipping methods and define a minimum gross order value, geographical scope, and final gross delivery price. Scopes include all destinations, state or province, city, postal code, and kilometre radius.
When several rules match, the most geographically specific rule wins; ties are resolved by the highest qualifying minimum amount and then the lowest sort order. Radius matching requires coordinates for both origin and customer address. Test values immediately below, exactly on, and above each threshold before launch.
SMTP and automatic notifications
Select an already configured SMTP profile. Independently enable new-order and status-change notifications over email, SMS, WhatsApp, or ISP App, using only channels already configured for the tenant.
Test every enabled event with a fictional customer and verify recipient, sender, provider acceptance, delivery, duplicate prevention, and communication preferences. Keep automatic notifications disabled while unfinished templates are being prepared.
Shop maintenance and updates
Under E-Commerce Settings → General → Shop maintenance and updates, choose Yes — Maintenance, customize the message (up to 1000 characters), and select Save maintenance. An empty message restores the default wording. This section saves separately from general settings.
Courtesy page preview shows the Shop logo (or Customer Area logo), store colour and an illustration. Its text updates as you type; opening the preview does not activate maintenance.
Maintenance suspends the catalog, product pages, search and new purchases in the public Shop, Customer Area and ISP App, including direct links and previously opened carts. Carts are not deleted. Existing orders, their confirmations and informational pages remain accessible; sign-in and credential recovery keep working. Administrative order handling remains available.
ISP preview: authenticated operators belonging to the same ISP, with E-Commerce read permission, can still inspect the catalog, prices and products when the Shop is private or under maintenance. Use Open in shop from the Warehouse article page. A top banner reminds operators that customers see the courtesy page. This preview does not enable new purchases during maintenance or grant access to customer orders.
To reopen, choose No — Shop open and save this section. Any reopening time written in the message is informational only and does not schedule automatic reopening.
Message templates
Template sets cover order events across email, SMS, WhatsApp, and ISP App. Email supports HTML; SMS and WhatsApp need text appropriate to provider limits; ISP App uses a title and body. The on-screen legend defines the supported order and customer variables.
Use only declared placeholders and avoid hard-coded values that should come from the order. Test shipping and pickup, paid and unpaid orders, and orders containing several product lines.
Official Meta WhatsApp: the WhatsApp tab displays the system template name, language, category, status and preview, together with the meaning of automatically populated variables. Its text cannot be edited here. Order received uses its own template; paid, preparing, shipped, completed and cancelled share the status-update template with the appropriate order status. If the template is missing or not approved, a warning appears and the WhatsApp notification is not sent: contact the platform administrator. Other WhatsApp providers retain editable message text.
With Meta, notes and tracking must be included in the approved template; they are not appended as free text. The administrator can configure Shipment note, Tracking link and Order details link variables in the body; template changes require approval. Otherwise, notes and tracking remain available in the order details. Channel settings and customer preferences still determine which notifications are received.
Shop as a catalog for quotes
With E-Commerce, Quotes and Warehouse enabled, operators with Shop/Warehouse read permission and Quotes read/write permission see Scegli dallo Shop (Choose from Shop) beside Add line when creating or editing a quote.
The Shop opens in a full-screen panel on the same quote page. Use search, categories and images, then Aggiungi al preventivo (Add to quote) in the catalog or product page. Sold-out and quotation-only articles can also be selected when published in the Shop. Authorized operators can use this selection during Shop maintenance.
A brief confirmation and an effect towards the Quote button indicate a successful addition. The last added article name does not remain in the selection banner.
The Shop header remains visible while scrolling, keeping search, cart and Quote within reach. Torna al preventivo (Return to quote) also stays at the top. On smartphones, search opens from the magnifying-glass button and the selection banner is compact.
Beside the shopping cart, Preventivo (Quote) lists selected articles, codes, quantities and an indicative total. Adding the same article again increases its quantity. Quantities can be changed and items removed; each selection supports up to 100 different articles and remains valid for two hours.
Torna al preventivo (Return to quote) closes the panel and shows the document: search, scroll position and selected articles remain available. The control is in the blue Shop banner; there is no duplicate top bar with an X button. Use Scegli dallo Shop (Choose from Shop) in the quote to resume.
In the Quote panel, Inserisci gli articoli nel preventivo (Insert articles into quote) transfers the code, name, description, quantity, net list price and VAT into the original document lines and closes the Shop panel only after insertion is confirmed. Prices and VAT are checked again before transfer; articles removed from the catalog or with invalid VAT block the transfer until the selection is corrected. Existing completed lines remain unchanged, and repeating the transfer does not insert the same selection twice.
Annulla selezione (Cancel selection) removes selected articles only after confirmation. Choose Mantieni selezione (Keep selection) to retain them; the Shop search and existing document lines remain unchanged.
The quote stays on the same page: unsaved fields and attachments remain in place. Do not reload the page during selection. On return, review the lines and save the quote; transferring items does not automatically save the document. If the panel does not respond, close it and reopen it with Choose from Shop. Reloading or closing the quote page interrupts selection: save the document first.
These controls are for ISP operators and appear during selection opened from a quote. Selected articles do not enter the shopping cart, create orders or reserve stock.
Account, addresses, and checkout
Checkout requires authentication; guests may register only when allowed. Choose an available delivery method and, for shipping, one of your complete addresses. Radius-based delivery rules also require address coordinates.
The summary shows current prices, quantities, VAT, delivery, any rounding adjustment and the total. It remains valid for 15 minutes: if it expires or prices and conditions change, select Aggiorna riepilogo (Refresh summary) and review the new total before confirming. Disabled articles, quotation-only articles and unavailable quantities prevent confirmation; articles configured for preorder or as always available remain orderable. Correct the cart or contact support if an error appears.
Order confirmation and payment handling
Confirmation preserves the accepted articles, prices, VAT, delivery and address. Repeating the same confirmation after an interruption returns the same order. If the outcome remains uncertain, check My orders before creating a new purchase. The order starts as New unpaid: checkout does not open a payment gateway directly, and confirmation does not reserve stock.
To collect payment, create the required administrative document from the order and use the customer’s gateway on that document, or follow the ISP’s payment-recording process. Move the order to New paid only after collection has been verified. Customer Area confirmation, list and detail show the order number, status, lines, total and delivery.
E-Commerce dashboard
Open E-Commerce → Dashboard for a single starting point without opening a Warehouse article first. The module must be active and the operator must have E-Commerce read permission.
Open shop opens the catalog in a new tab using ISP access. Store status distinguishes public or private and open or under maintenance. During maintenance, authorized ISP operators can inspect the catalog with a warning banner; new purchases remain suspended. Settings and Manage maintenance open their respective sections.
The four cards show new unpaid and paid orders, orders being prepared, shipped orders and orders created in the current month. The chart counts orders created over the last 30 days, including today and orders later cancelled: it measures order count, not revenue. Status counters describe the current situation and can overlap the monthly total. Day-by-day data expands the chart values as a table.
Latest orders shows the six most recent orders with customer, date, status and total including VAT and shipping. Select the order number for its details or View all for the complete list. Shortcuts open the article catalog, deliveries, notifications, message templates, personalization and maintenance. The article catalog shortcut requires an active Warehouse module and its read permission.
With no orders, counters show zero and dedicated empty messages appear. When data is unavailable, a warning appears instead of zero: reload or open the order list.
Homepage orders widget
Add Ordini E-Commerce (E-Commerce Orders) through Personalizza homepage → Widget → Aggiungi (Customize homepage → Widgets → Add), choose a format, then save and exit. This optional widget appears in the catalog only when the E-Commerce module is active and the operator has read permission.
New includes both paid and unpaid new orders; Preparing and Shipped count orders currently in those states. Orders this month counts all orders created in the current calendar month, including completed and cancelled orders. It does not count deliveries completed this month and can overlap the other counters.
Compact shows the four indicators. Medium adds the latest 3 orders, Large 5 and Full 6, newest first, with order number, customer, date, status and total including VAT and shipping. Select an order to open its detail or Vedi tutti (View all) for the complete list. With no orders, counters show zero and the list displays an empty message; if data is unavailable, reload the page or open the order list. Notification Center alerts remain separate.
E-Commerce orders in the customer record
Open the customer record and select Altro → Ordini E-Commerce (More → E-Commerce orders), also available in mobile navigation. The entry appears when the E-Commerce module is active and the operator has its read permission.
The page retains the customer header and navigation and shows only that customer’s orders, newest first, in pages of 20 rows. Columns include order number, date, delivery address or pickup, status, total and Details. Filter by order number and status; the customer column is omitted because the header already identifies the customer. Customers without orders have an empty list.
From a detail opened through this list, Torna agli ordini del cliente (Back to customer orders) returns to the same section. The module’s general list still includes all customers. If the entry is missing, check module activation and operator permissions.
Backoffice states and fulfilment
Compact cards at the top of the order detail show Details, Amounts and Order total. Details combines the order date and delivery address in two rows; the total is centered and enlarged in its card. Labels, icons and colored borders distinguish the three cards. The status appears beside the order number. Articles and the status, document and delivery controls appear below. On small screens the summary stacks vertically.
The list shows customer, address, total and status. States are New unpaid, New paid, Preparing, Shipped, Completed and Cancelled. The detail offers only transitions compatible with the current state and delivery: shipping goes through Shipped, while pickup closes with Completed.
Change state after the actual event; the customer may receive a notification. Cancelling an unfulfilled order releases its assigned serial numbers. Cancelled and completed orders cannot reopen; after stock discharge, cancellation and a return to preparation are blocked. Returns and adjustments require a separate process: changing status does not issue refunds.
Set shipment and edit tracking
In the order detail, under Consegna (Delivery), select Imposta spedizione (Set shipment). If serial assignments are incomplete, the button is disabled and a visible notice lists the affected articles with assigned and required serial counts. Complete the assignments in Articles before entering shipment details. Once serials are complete, the dialog accepts an optional customer note (up to 2000 characters) and an optional complete tracking link starting with http:// or https:// (up to 2048 characters).
Conferma spedizione (Confirm shipment) changes the status to Shipped and records the stock discharge. Each serialized article must have exactly the serial numbers required by its ordered quantity; missing serials or insufficient stock block confirmation. Correct the articles and try again. An empty serial selection explains that no warehouse serial number is available for assignment to this article: eligible units must have positive stock, a recorded serial number and no existing E-Commerce order assignment. This does not necessarily mean total stock is zero. When filters are active, the message asks you to change or remove them. Selecting Shipped from the status menu opens the same dialog.
After confirmation the button becomes Modifica tracking (Edit tracking), even if no link was initially supplied. Add, correct or clear the note and link without changing status, serial assignments or discharging stock again. This remains available after completion. These actions require E-Commerce write permission and are not available for pickup or cancelled orders.
On first confirmation, any note and tracking link are automatically added to the shipment notification through enabled channels (email, SMS, WhatsApp, ISP APP), respecting customer preferences and configured templates. For Official Meta WhatsApp, notes and tracking are included only when supported by the approved template. Subsequent edits do not resend the shipment notification. The current note and Segui la spedizione (Track shipment) link remain visible in both administrative and customer order details.
Locked delivery method and address fields only prevent changes to those details; they do not indicate that the parcel has shipped. Refer to the order status.
Serial numbers and Warehouse discharge
Delivery method and address can be changed while permitted, recalculating the charge and total. Changes are blocked after document creation, in the New paid state, after stock discharge and in Shipped, Completed or Cancelled states. An active method is required; switching to pickup removes the need for a shipping address.
For serialized articles, assign exactly as many available serial numbers as ordered units. Discharge occurs on Shipped for shipping or Completed for pickup, creating the customer’s one-off sales and linked outgoing movements. Insufficient real stock or missing serials blocks the transition, including for preorder articles. After discharge, serial assignments are locked and the order cannot discharge the same goods again.
Administrative document and checklist
Create a draft invoice, proforma or receipt from the order using the default type and the customer’s due days and gateway. Lines preserve order values, including delivery VAT. The link prevents a second document for the same order; cancelled orders cannot generate documents.
If required VAT rates are no longer available or the total differs from the order, creation stops: review the administrative settings. Open and check the draft before final issue.
- Prepare articles, prices, VAT and stock
- Configure visibility and registration
- Check domain, logo, footer and information pages
- Create delivery methods and rules
- Configure SMTP, channels and templates
- Review the refreshed summary before confirmation
- Verify the payment result
- Assign serials and check real stock
- Update the state after shipping or pickup
- Review the movement and document draft