How the website and app pick a store
If you have more than one store, which store gets an order depends on the order type:
- Delivery: the customer enters their address, and the order goes to the store whose delivery area covers it. The customer doesn't choose the store.
- Collection: the customer picks the store from the list on the home page. The website and app remember it for their next order.
A delivery order went to the wrong store
The address was inside the delivery area of the store that got the order. This usually means two stores' areas overlap.
- Delivery zones: when an address is inside zones from two stores, the zone with the lowest Priority number decides which store gets the order. Go to Setup > Online Ordering > Delivery > Zones for each store and either redraw the zones so they don't overlap, or give the zone that should win the lower priority. See Overlapping zones.
- Postcode delivery charges: if the same postcode is set up at two stores, remove it from the store that shouldn't deliver there. See Set delivery charges by postcode.
A collection order went to the wrong store
The customer picked that store, or it was still selected from their last order. Ask them to check the store name on the home page before they order next time.
The order that's already been placed
An order can't be moved to another store. Either make it at the store that received it, or refund the customer and ask them to order again from the right store.