Mortar keeps your in-store POS and Shopify inventory on hand synchronized by adding Shopify orders, returns, exchanges, and cancelations to your POS based on your Mortar Order settings and plan level.

Shopify orders are created in your POS as order or sale transactions. Returns, exchanges, and cancellations will appear as refund transactions.

Mortar links Shopify customers to existing POS customers using either the email address or phone number used on the Shopify order. Your Customer Matching setting determines which field is used for customer matching first.

You can view the complete order history in your POS by searching for your Shopify order number in your POS invoices. Easily access the view of the POS version of any Shopify order directly in your POS using the view in POS action.

Learn more: Viewing Shopify orders in your POS

Mortar applies Shopify order discounts to transactions created in POS. Shopify discounts by percentage, fixed amount, BOGO, etc. - even stacked discounts are supported. In the POS, multiple stacked discounts are always aggregated and applied at the line item level to ensure that your margin and profit reporting are accurate.
​
If your brand uses personalized discounts via apps like Klaviyo, be sure that groups of personalized discount codes include a common prefix in their discount code.

Learn more: Using Discounts and Discount Codes

By default, Mortar respects the location assignments on the Shopify order and return. Line items that are assigned to locations that are not active will be ignored.

Mortar Scale plans have access to more complex routing options to handle line item splitting and more specific cases. Mortar will update the fulfillment location in Shopify whenever it deviates from Shopify's original assignment.

Learn more: Complex order routing

Mortar will update the linked POS transaction notes with Shopify fulfillment information whenever possible, but location assignments cannot be changed. You can also add the shipping and tracking information to the transaction notes in POS and Mortar will update the fulfillments in Shopify.

Mortar offers a custom Shipsation integration for improved location support that updates the carrier, tracking number, and fulfillment status in Shopify.

Learn more: Shipping and fulfillment

While it may not seem like a "Shipment," store pickup and local deliveries also require order fulfillment. However, these must be completed in Shopify as a method for Mortar to automate these is not presently available through Shopify.

Depending on your POS, the pickup or delivery status will be updated in the notes on your POS transaction.

Example of a Heartland Retail invoice with notes for in-store pick-up

Orders sync to your POS in real-time. However, calculating the fraud risk of Shopify orders takes a moment or two. Mortar Scale plan includes support for using Shopify Flow to approve orders that are not a fraud risk. High-risk orders can then be canceled before they are processed.

Learn more: Using order tags to manage high-risk orders

Returns on Shopify are classified into two types: Restock returns and Not-for-restock refunds.

The best practice is to always complete any restock return before initiating a refund to the customer.

Refunds that are not-for-restock (for money only) will include the Shopify Refund product so that the financial value of the product is recognized in your POS, but inventory is not returned to stock.

Learn more: Placeholder products

If a product is restocked in a specific location in Shopify, like a warehouse, Mortar respects this routing and creates the return in the associated POS location.

It is impossible to edit or update transactions in POS after they are completed. Each time a Shopify order is edited, Mortar creates one or both of the following:

Transactions created in your POS by Mortar include the Shopify Order number as a reference ID. When a transaction is created for an order edit, Mortar appends the reference number in your POS with "-E00n" (i.e. #52548-E001).

Learn more: Shopify Order Edits

Taxes and discounts are calculated separately by your POS and Shopify. Due to differences in rounding, amounts can vary slightly. It is best to use Shopify's internal reports for tax reporting on Shopify orders.

Learn more: Reports - Comparing Shopify and POS

When required by a POS, Mortar will add a payment adjustment called Migration variance to adjust the payment total to balance these variations on transactions.

Learn more: Why is there a migration variance

Missing orders or Order details are the two most common troubleshooting categories you might encounter.

Mortar adds orders to your POS as fast as the POS API can accept them. However, when a large number of product or customer updates are in process, creating a linked transaction in POS will be delayed.

If you've tried troubleshooting and need more help, please find a specific example order and contact our support team.

Learn more: Contacting support