Set up and manage your ecommerce store

The TrustPager ecommerce feature lets you build a store, add products from your catalog, and manage every order through a dedicated CRM pipeline. Taking live payments requires your workspace Stripe account to be connected first — once it is, checkout runs through your connected account automatically.

The management console is at https://app.trustpager.com/growth/ecommerce.

Create a store

1. Go to https://app.trustpager.com/growth/ecommerce and click New store.
2. Give it a name (e.g. "Online Shop" or "Merch Store").
3. Click Create. TrustPager creates the store and automatically generates a dedicated CRM pipeline for it named [Store name] Orders. That pipeline has six stages out of the box: New order, Paid, Processing, Shipped, Delivered, and Cancelled / Refunded.

You can see and edit the pipeline directly under Pipelines at any time. The pipeline is shared — any change you make there is reflected in the store's Orders view and vice versa.

Add products to your catalog

Once the store exists, open the Manage tab and then Catalog. Click Add product and search your existing Products catalog. Any product already in https://app.trustpager.com/settings/products is available to add here. Select it and it appears in the store's catalog.

If a product does not exist yet, create it in the Products catalog first, then add it to the store. See https://www.trustpager.com/help-center/manage-product-catalog for how to build your catalog.

Manage orders

The Orders tab is a full CRM kanban board for the store's pipeline. Each incoming order becomes an opportunity automatically and drops into New order.

• Move orders through stages by dragging cards or clicking into an order and changing the stage from the detail panel.
• Run automations on a stage using the ⚡ button on any stage column. For example, trigger a confirmation email automatically when an order reaches Paid, or send a shipping notification when it reaches Shipped.
• Open any order to see the full opportunity detail: products ordered, contact, notes, timeline, and linked invoices.

Because each order is a standard opportunity, all the usual CRM tools apply: tasks, notes, files, automations, custom fields, and invoices.

Keep the order record in step with the pipeline

There are two records of the same job: the card on the board, and the order itself. The board is where the work happens, so the order can quietly fall behind it. Under Manage, then Orders, every order has a fulfilment status of Unfulfilled, Processing, Shipped, Delivered or Cancelled. You can change it by hand there, but on a busy store nobody remembers to, and it stops meaning anything.

The fix is the Update Store Order action. Put it on a stage automation and the order keeps itself in step:

• Open the store's pipeline on the Orders tab and click the ⚡ button on the stage that means the goods have gone out, for example Shipped.
• Add the Update Store Order action and set the fulfilment status you want, for example Shipped.
• Save. From then on, moving a card onto that stage marks its order at the same time.

You do not have to tell it which order. Left alone, it updates the store order behind the opportunity that triggered it. If the opportunity has no order behind it, the step is simply skipped, so it is safe to put on a pipeline that also holds jobs you created by hand.

You can also have it write a note onto the order, and it supports variables, so Kit posted {{today}} stamps the date for you.

One thing it will not do is mark an order paid or refunded. Those are recorded when the money actually moves, not by a workflow, so they are deliberately left out.

Worth doing even if nobody reads the order list, because reporting and anything you ask about your orders both read that field. If it is never maintained, "which orders have shipped?" gets a confident wrong answer.

Store settings

Under the Manage tab, open Settings to configure:

• Currency — the currency displayed on your store's checkout.
• GST / tax — whether tax is applied to orders.
• Fulfilment pipeline — confirms which CRM pipeline is tied to this store.

Charging postage

By default postage is not charged separately, so it has to be built into your item prices. That works when postage costs about the same everywhere, and stops working once one price has to cover an overseas parcel.

To charge it properly, switch on Charge postage as a separate line on the Delivery and tax card under Manage, then Settings. You get an amount box for each country you deliver to, plus one called Anywhere else. Set a country to 0 for free delivery there.

The buyer sees postage as its own line on the payment page and pays it on top of the items. It is taxed the same way your items are, so an overseas order that pays no tax pays no tax on its postage either. Nothing needs changing on your website for this to work.

One limit worth knowing. A per-country amount can only be worked out if we know where the parcel is going before the buyer pays, which means your own website asked them. If they enter their address on the payment page instead, the Anywhere else amount is charged. Postage cannot be corrected after the fact the way tax can, because there is no way to ask for more money once someone has paid. So if your postage really does differ by country, ask your web developer to collect the delivery country on your site before sending the buyer to pay.

Connect Stripe to take payments

To take live payments, connect your workspace's Stripe account at https://app.trustpager.com/auto/integrations. Once connected, checkout runs through your Stripe account. Customers pay on your connected Stripe checkout page and their order is automatically recorded in TrustPager.

For full details on connecting Stripe and generating payment links, see https://www.trustpager.com/help-center/stripe-connect-invoices.

Delete a store

To delete a store, go to Manage > Settings and scroll to the Danger zone. Type the store name to confirm, then click Delete store. This removes the store and its catalog links. Existing orders (opportunities) in the pipeline are preserved.

Permissions

Access to the ecommerce feature is controlled by the ecommerce:read, ecommerce:write, and ecommerce:delete scopes. Workspace admins can assign these at https://app.trustpager.com/settings/permissions just like any other scope.

Selling something you have to post

If your products are physical, switch on Collect delivery address at checkout on the Delivery and tax card under Manage, then Settings. The payment page then asks the buyer for their delivery address and it lands on the order automatically, so an Order Paid automation can email whoever packs it both the items and the address. Full walkthrough: https://www.trustpager.com/help-center/store-order-packing-slip

Leave it off for digital products. It keeps checkout shorter, and PayPal will not ask for an address either.

Selling overseas

By default a store only offers Australia as a delivery destination. To sell to other countries, use the Delivery and tax card under Manage, then Settings:

• Countries you deliver to — pick every country a buyer is allowed to choose. The payment page will only offer these. Leave it empty for Australia only.
• Your home country — where your business is based. Your normal tax rate applies to orders delivered here.
• Use a different tax rate for orders delivered overseas — switch this on to tax overseas orders differently, then set the rate.

Set the overseas rate to 0 if you do not charge tax on orders leaving your home country. Goods posted out of Australia are usually a GST-free export, so an Australian store selling to New Zealand should not be recording GST on that sale. If you leave this switch off, every order keeps your normal tax rate no matter where it is going.

You can check it worked on the Orders tab under Manage. Each order shows its delivery country next to the tax, so an overseas order set to 0 reads no tax.

One thing to know about timing. If a buyer enters their address on the payment page, we only learn where the order is going once the payment goes through, so the tax is corrected at that point. Your prices already include tax, so this never changes what the buyer paid. It only corrects how the order splits between the sale amount and the tax. If your own website collects the delivery address before sending the buyer to pay, the order is correct from the start.

If your prices have tax added on top rather than included, collect the address on your own website so the tax is right at the moment the buyer is charged. Your web developer can find the details in your website's integration guide.