Overview ?

✅ Your daily routine

Do these in order each day and nothing slips through the cracks:

1. Open 📦 Orders → click the To Ship tab. These are paid orders waiting to ship — your work queue. Work it top to bottom.
2. Open each order, print the label (or paste a tracking number) and it marks itself shipped. (Full steps in Shipping.)
3. Open 🎫 Tickets → Open tab → reply to any waiting customers.
4. Glance at 🏠 Home for new revenue, open orders, open tickets and low stock.
5. Now and then, check 🛒 Abandoned carts and send a recovery reminder.

📦 Orders

Find an order

Click Orders in the sidebar. The tabs at the top filter the list: All · New · Paid · To Ship · Processing · Waiting for lab · Shipping · Shipped · Delivered · Cancelled. To Ship = paid orders not yet shipped (your queue). The search box matches order number, customer name and email.

Open an order

Click any row to open the order. You'll see cards for Payment, Shipping, Items, Notes, Customer and Ship to. Little badges on the list mean: 🛡️ insurance requested, 📸 a customer uploaded a Zelle screenshot that needs review, 📸✓ proof already accepted.

Take a payment / refund

In the order's 💳 Payment card: ✅ Mark paid, 💰 Partial, ✕ Cancel, ↩ Refund full or Refund partial. If the customer paid by Zelle and uploaded a screenshot, open the payment event and click ✅ Accept & mark paid.

Notes

The 📝 Notes card shows anything the customer left at checkout, plus notes staff add. To add/edit a note, use ✏️ Edit order → Notes.

Edit an order

✏️ Edit order lets you change the shipping address, add/remove items & quantities (unpaid orders only), set an affiliate or coupon code, and the shipping charge. Catalog prices auto-apply the correct bulk tier; type a custom price on a line to override just that line.

Add a new order / send an invoice

+ New Order → pick an existing customer or enter a new one, add products, set shipping/coupon, then Create & send invoice. The customer receives a payment invoice and the server prices it (you can't accidentally under/over-charge).

🚚 Shipping & printing labels

Two ways to ship: (A) buy a label right here, or (B) paste a tracking number for a label you bought elsewhere (e.g. Pirate Ship).

A) Buy & print a label here

1. Orders → To Ship → click the paid order.
2. In the 📦 Shipping card, choose a Service (Standard / Ground / 3-Day / Express).
3. Click 🖨️ Print Label. It buys the cheapest label for that service and opens a 4×6 PDF — send it to your label printer.
4. Prefer one click? Use ⚡ USPS Priority or ⚡ UPS Ground. Want to choose an exact rate? Click 📦 See rates and pick one.
5. Done — the order is marked Shipped with tracking and the customer is emailed automatically.

B) Already have a tracking number? (Pirate Ship, etc.)

1. Open the order → 📦 Shipping → find ✏️ Add tracking number.
2. Pick the Carrier and paste the Tracking number.
3. Click 📦 Ship it. It saves the tracking, marks the order shipped, and emails the customer.

Re-print, track & packing slips

Once a label exists you'll see 🖨 Print Label (4×6) and 📄 Download label to re-print, and 🔍 Track to open the carrier's tracking page. 🗃️ Print packing slip prints a slip to drop in the box.

Insurance & status

If the customer paid for 🛡️ insurance, it's added automatically when you buy the label. To set status by hand, use the Fulfillment status dropdown → Update status.

🎫 Tickets & support

Click Tickets in the sidebar (the badge shows how many are open). Tabs filter by All / Open / Pending / Resolved, plus a category filter (Support / Payments / Sales / Affiliates) and a search box.

Where tickets come from

The storefront chat widget (when a chat is escalated), customer emails to your support inbox, or created manually. The category is auto-detected from the message.

Reply to a customer

1. Open a ticket from the Actions column.
2. Type your reply and send — it's emailed to the customer.
3. Set the status to Pending (waiting on the customer) or Resolved when it's handled.

👥 Customers

Click Customers, search by name or email, and click a row to open that customer — their orders, lifetime spend, tier and contact details.

• + Add Customer creates one by hand.
• Open a customer to edit contact info, set a Wholesale tier (unlocks wholesale pricing), or block them.
• New wholesale applications appear under 🏢 Wholesale — approve or deny there.

🧪 Products

Click Products. Search by name, SKU or category; click + New Product to add one. Click a product (or Edit) to change it.

What a product has

Name, amount/size, price, compare-at price, SKU, category, stock, description, image + gallery, and optional COA / SDS documents.

Pricing & bulk tiers

Set the base price. Quantity-break (bulk) tiers apply automatically at checkout and in admin order math. Inside an order edit you can override a single line's price for a special deal.

Stock, publish & ordering

• Edit stock or click ± Adjust stock. Out-of-stock items auto-hide from the storefront (unless backorders are allowed).
• 👁️ Publish/unpublish shows or hides a product on the storefront. ⧉ Duplicate clones it; Delete removes it.
• ↕ Organize lets you drag-reorder how products appear to shoppers.
• Batch COAs are managed under 📋 Lots & docs.

⚙️ Settings

Click Settings. The subtabs cover:

• Branding — logo and colors.
• Legal — disclaimer, refund policy, terms, privacy.
• Shipping — rate tiers, free-shipping threshold, your from-address and default parcel size. These power both the rates customers see and the labels you buy.
• Email templates — edit the emails customers receive; pick a template, edit, Preview, Save.
• Payments — your Zelle recipient details shown on invoices.
• Notifications — which events email you.

🔌 Integrations & keys

Click Integrations. The Status tab shows each service (green = connected, amber = partial, red = not connected). The API Keys & Payments tab is where you connect them:

• Square — card checkout (use Connect with Square, or paste keys).
• Shippo — discounted USPS/UPS rates & labels.
• USPS / UPS direct — carrier labels with your own account.
• Resend — outgoing email.
• PayPal — affiliate payouts.
• Shipping provider selector — which carrier powers rates & labels (Auto recommended).

🧰 Everything else (quick reference)

• 🔁 Subscriptions — recurring orders and their status.
• ⭐ Reviews — approve/feature customer reviews.
• 🛒 Abandoned carts — carts that didn't finish; send a recovery email.
• 💸 Affiliates — affiliates, their codes and commissions; Payouts pay them (PayPal or mark manual).
• 🎯 Leads — lead database + workers you grant access to.
• 🏢 Wholesale / 🔬 Institutional — wholesale applications & institutional buyers.
• ↩️ Returns / RMA — open and track returns; link a ticket.
• 🎁 Rewards · 📨 Newsletter · 📣 Marketing — loyalty, broadcasts, announcements/coupons.
• 📋 Lots & docs — batch lots and their Certificates of Analysis.
• 🧾 Tax / 1099 · 📡 Webhook log · 💚 Health — tax exports, incoming webhook debug log, and system health.

🐞 Report a bug / get help

Something looks wrong or broke? Send it straight to the team below — this opens a ticket in 🎫 Tickets and emails support, so you don't need an email app. The more detail, the faster it gets fixed.

🤝 Agent Program & Proposals

The Agent Program turns a prospect into a fully set-up authorized agent of WIN69 — with their own branded storefront, wholesale pricing, and store credit to order from day one. The whole process happens inside 🤝 Agent Packages and 📋 Proposals in the sidebar.

How the pipeline works

1. Prospect submits interest — they fill in the "Authorized Agent Program" section at the bottom of win69.app/products.html, pick a package (Starter / Growth / Enterprise) and hit Apply. A hyTickets ticket fires to the sales team automatically.
2. Sales follows up — open 🎫 Tickets and look for [Agent Program Interest] tickets. Call or email the prospect to qualify them.
3. Send the proposal — go to 📋 Proposals → find the row (status = Interested) → click 📤 Send Proposal. This emails a branded proposal document to the prospect via Resend (from [email protected]). Status changes to Proposal Sent.
4. Prospect signs — once they confirm they've signed or reply agreeing, click ✍️ Mark Signed on the proposal row. Status → Signed.
5. Collect payment — ask them to send payment via Zelle / wire (see the package price). Once you have the money, click 💳 Mark Paid & Activate.
6. Automatic activation — the system instantly: adds store credit to their WIN69 customer account, sets their custom wholesale pricing tier, creates an agent invitation record, and fires a build ticket so the team can spin up their branded storefront.

Package tiers

• Starter — $10,000 — $10k store credit, 15% discount from standard prices (t2 pricing).
• Growth — $25,000 — $25k store credit, 25% discount (t3 pricing) + branding kit.
• Enterprise — $50,000 — $50k store credit, 35% discount (t4 custom pricing) + branding kit + dedicated support.

Managing existing agents

• 📋 Proposals — full status pipeline. Click any row to see the detail panel. Use filter chips to slice by status.
• 🤝 Agent Packages — shows the tier cards and a live table of all provisioned agents with their credit balance and store slug. Use + Provision Agent to manually activate an agent (skipping the proposal step).
• Adjust credit — in the Agent Accounts table, click + Credit next to any agent to add or remove store credit.

How ordering works after activation

Once activated, the agent logs into win69.app with their email. The catalog shows their custom tier prices. At checkout they'll see a 🎁 Store Credit toggle — checking it applies their credit balance to the order, reducing what they owe to zero (until the credit runs out). Orders placed this way appear in 📦 Orders just like any other order; you fulfill and ship them the same way.

Status reference

• interested — catalog form submitted; sales ticket created.
• proposal_sent — proposal email sent, awaiting signature.
• signed — prospect has confirmed they're in; awaiting payment.
• paid — money received (intermediate if mark-paid is pending activation).
• activated — fully live: credit added, pricing set, build ticket fired.

📖 Glossary

Payment statuses

paid awaiting payment partial refunded cancelled

Fulfillment statuses

new processing waiting for lab shipped partially shipped delivered cancelled

Terms

• RUO — Research Use Only. All products are sold strictly for in-vitro lab research.
• Zelle — bank-to-bank payment; customer sends it and includes the order number.
• Shippo — the service that fetches carrier rates and prints labels.
• COA / SDS — Certificate of Analysis / Safety Data Sheet for a product or lot.
• SKU — the unique code for a product variant.
• Affiliate / referral code — a code that credits a partner and may discount the order.
• Wholesale tier — a customer flag that unlocks wholesale pricing.
• Abandoned cart — a checkout that captured an email but never completed.
• Webhook — an automatic message from Square/Shippo/PayPal (e.g. “payment received”).