Products and orders

The product catalog holds what you sell, so your team can add priced lines to deals and quotes in a few clicks. Store orders are the orders your connected online store sends in; they appear on each customer's profile and in your reports. Your store stays the source of truth for both: Rutba CRM does not take orders or manage stock.

Before you start

• The product catalog is available when your plan includes Products and deal lines.
• Store orders arrive only from a connected store, which needs Store connections in your plan. To connect a shop, see WooCommerce.
• The Products item appears in the sidebar when your plan includes either of these. If it includes only store connections, it opens the Store connections page.

Find a product

1. In the sidebar, select Products.
2. Type in Search to match the product name or SKU.
3. Tick Archived only to see archived products instead of active ones.
4. Select Apply.

The list is sorted by name, 30 to a page, and shows each product's Product name, SKU and Price.

Add or change a product

Owners and admins only.

1. On the Products page, go to Add product at the bottom.
2. Enter the Product name (required, up to 200 characters).
3. Optionally enter a SKU, up to 100 characters. Each SKU can be used by one product only.
4. Optionally enter a Price and its currency. A price and a currency always go together. Currencies: USD, EUR, GBP, TRY, SAR, AED.
5. Select Add product.

To change a product, select Edit product next to it, make your changes and select Save. On the same page, Archive product takes it out of use and Restore product brings it back.

Good to know:

• An archived product cannot be added to new deal lines. Deals that already have it keep their lines.
• Changing a price never changes existing deal lines or quotes: the price was copied when the line was added.
• A product without a price can still be used. Type the price when you add the line.
• How products are used in deals is described in Deals and pipelines.

Products from your store

A connected store can send its products. A product from the store is matched by the store's own product number, or by SKU, and updated in place. When the store marks a product inactive, it is archived here. If you edit a product that came from the store, the next update from the store replaces your change.

Store orders on a customer

Orders cannot be entered by hand. Each order your store sends is attached to a contact:

• The customer is matched by email first, then by phone. If no active contact matches, a new contact is created with the status Lead and the source Website.
• When an order is confirmed (see below), a Lead becomes a Customer.
• A later update of the same order replaces the earlier one. An update older than the one already received is ignored.

To see a customer's orders, open the contact and go to Store orders. It shows the latest 10 orders with their number, total, the status your store gave them, the date and the campaign that brought the customer, if known.

Confirmed orders counts only orders whose status is paid, processing, completed or delivered, and the totals beside it add those orders per currency. Pending, cancelled and refunded orders are listed but not counted as sales.

A newly confirmed order can start an automation, for example a thank-you task. Orders brought in by a history import do not start automations. See Automations.

Quote requests from the store

When your store sends a quote request instead of an order, Rutba CRM opens a deal with the requested lines in the stage you chose for that store connection, and notifies the deal's owner. See Deals and pipelines.

Export store orders

Available when your plan includes Exports. Owners and admins only.

1. In the sidebar, select Contacts.
2. Open Tools and select Export store orders.

You get a CSV file of the latest 10,000 orders, newest first, with the order number, status, currency, total, date, customer, source and campaign. Every export is written to your company's audit log.

Store sales in reports

Once confirmed orders exist, the Reports page shows Store sales: orders, sales, buying and repeat customers, sales by campaign and your top customers. Unfinished checkouts have their own report. See Reports.

Good to know

• When a contact's personal data is erased, their orders keep their number, status and total for your books, but lose their lines. See Data and privacy.
• Amounts in different currencies are never added together or converted.

Troubleshooting

• "This SKU is already used": another product has that SKU. Search for it, or use a different SKU.
• "Amount and currency must be entered together": fill in both the price and its currency, or leave both empty.
• "This item was changed": someone saved the product while you were editing it. Nothing was overwritten. Open it again and repeat your change.
• A customer's orders are missing: check that the store connection is active in Store connections, and that the order's email or phone matches the contact.