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.

Let buyers pay in instalments

You can let buyers split a product's price into several payments. The price stays the product's price and the buyer never types an amount. They simply choose at checkout whether to pay in full or spread it out.

It needs Stripe connected first (see above), and it is card only.

Switch it on for a product

1. Open your store from https://app.trustpager.com/growth/ecommerce, then go to Manage and Catalog.
2. Find the product and use its Payment plan control. The default is Pay in full only. Choose Up to N payments instead and pick N, anywhere from 2 to 24.
3. Choose Monthly or Weekly for how often the later payments are taken.

What the buyer sees and what happens next

• At checkout the buyer picks pay in full, or a split into anywhere from 2 payments up to your maximum.
• Payment 1 is taken on Stripe's payment page and the card is saved. Stripe's page spells out the rest, for example Then 3 monthly payments of AUD 12.48, which stop automatically after the last one.
• Payments 2 onwards are charged automatically to that card on the interval you chose, and they stop by themselves after the last one. TrustPager also cancels the plan when the final payment lands, so nobody is billed a payment too many.
• If the price does not divide evenly, the leftover cents go on payment 1 so the total is exact. For example $49.95 in 4 payments is $12.51, then 3 payments of $12.48.

Rules to know

• Card payments only.
• Every product in the buyer's cart must offer a payment plan. If one product is pay in full only, the cart has to be paid in full.
• The number of payments cannot be more than the smallest maximum among the products in the cart.
• All products in the cart must share the same interval (all monthly or all weekly).
• Not available on stores that collect a delivery address, which means stores that post goods.

Automations: "payment 2 of 4"

Every payment fires the existing Stripe Payment Succeeded trigger, with three extra variables: installment_number, installments_total and payment_plan_completed (true on the final payment). Use them to send a message like "Thanks, that was payment 2 of 4", or to run a finishing step when the plan completes. The installments_total variable is also available (empty when the order is not a plan) on Stripe Payment Failed and the Stripe Subscription Created, Updated and Cancelled triggers. Build the automation at https://app.trustpager.com/operations/automations. Subscription renewal payments also now carry their subscription ID on Stripe Payment Succeeded, which was previously blank in some cases.

Pausing or cancelling a plan

This is done in your Stripe dashboard, not in TrustPager. Find the buyer's subscription schedule there and pause or cancel it.

Websites and the API

If your website is built on TrustPager, the product lookup returns each product's payment plan and the create-checkout call accepts the number of instalments the buyer chose. Details are in your website's integration guide. For the exact field names used by the API and MCP tools (including how to set the maximum number of instalments and the interval on a store product), see https://docs.trustpager.com/reference#stores. If an order on a plan is missing its schedule, the reconcile order tool will create it.

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.

Selling something not everyone is allowed to buy

Some things cannot be sold to just anyone. An Australian domain name can only go to a buyer with a genuine connection to it, and you are expected to keep a record of what they claimed. A trade-only product needs the buyer to confirm they are in the trade. Others need an age check, a licence or ABN, or agreement to specific terms before the sale is allowed.

Your store can ask for that at checkout and keep the answer with the order. Set it up on your store's Settings tab under Manage, in the Checkout questions card, from https://app.trustpager.com/growth/ecommerce.

• What to ask is the question the buyer sees.
• Answer type is how they answer: choose one of a list you write, a short answer, a long answer, or a box they tick to agree.
• Help text sits under the question. This is where any wording you are required to show goes.
• They cannot check out without answering is the one that matters. Leave it on and the sale will not go through without an answer.

Required really does mean required. If someone reaches your checkout without answering, the sale is refused and no order is created at all, so you never end up with a purchase you have no record for. An answer that is not one of the choices you listed is refused the same way.

Every order then keeps the answer along with the question that was asked, so the record still makes sense years later even if you reword the question in the meantime. The answer is also copied onto the order's opportunity, where you can report on it or use it in an automation.

To show the answer on the order card itself, use Add the field underneath the question. That creates an opportunity field for it once, and every order from then on shows the answer there.

One thing to know about timing: your own website has to show the question at its checkout before a buyer ever sees it. Your web developer can find the details in your website's integration guide.