Reserving or holding products in the store

  • Updated on Sep 30, 2025
  • Published on Jul 3, 2025
  • 7 minute(s) read
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NewStore allows associates to reserve products for customers who intend to purchase but cannot complete the transaction immediately. This might mean that they are indecisive at that moment, currently unavailable, or planning a later visit to the store. In these cases the customer commits to purchase within a timeframe (such as 24 or 48 hours, which is typically defined by the business) and expect the product to be reserved exclusively for them, shielded from other in-store or omnichannel demand.

Early Access

Reservations are available as an early access feature from Associate App v.1.66 and later.

Once a reservation is created, products with the defined units will automatically move from the Main (sellable) inventory to the Customer Reservations (non saleable) stock location.

Unreserving is a manual process where the associates need to mark products as unreserved, to remove a reservation. When a product is unreserved, the products automatically move back to the Main stock location, becoming saleable again.

Permission required

This action can be performed by users with the Manage Reservations permission.

Note

  • Reservations are not available when Associate App is offline.

  • The stock location dedicated to Reservations are automatically set up by the NewStore platform once a reservation is created, for a product in a certain store.

  • The stock movements dedicated to Reservations do not require a set up.

Assigning a customer to a cart

To add a customer to the cart:

  1. Tap Add Customer at the top of the screen.

  2. Search and tap the customer you want to add.

  3. Tap Assign to Cart.

Adding products to a cart

  1. Tap to scan price tags or labels, or browse the catalog and select the product.

  2. Scan the price tag of the item requested by your customer.

  3. If enabled for your business, tap + to add additional quantities of the same item.

  4. Tap Add to Cart. Repeat this step for all the items you want to add.

Reserving a cart

Important

When a reservation is created, customer, product, and associate information is carried over. However, details such as the current price, applied discounts, price overrides, shipping selections, notes or store credit from returned orders are not transferred to the reservation.

To preserve this additional context, use the Save Cart functionality. It retains all pricing and discount information but does not reserve inventory or remove items from the sellable stock.

  1. Tap More on the cart.

  2. Tap Reserve Cart.

  3. Verify the summary that contains the customer name, email address, number of products.

  4. Tap Create.

Note

This will move the products with the number of units in reservation from the Main (sellable) stock location to Customer Reservations (non-sellable) stock location. The change in the sellable inventory can be seen in the Product Details page in Associate App and the Stock on Hand page in Omnichannel Manager. Inventory Audit Trail for Main and Customer Reservation stock location for the store and the product will show the stock movements.

  1. Verify that the reservation is listed as the last one on the list of Reservations, containing the customer name, date and time of reservation and the number of units reserved.

  2. Tap the reservation.

  3. Verify the product details, with product name, color, size and retail price.

  4. Print a docket to place or stick on the physical products.

    Technical configuration

    To enable docket printing for reservations, configure the printer with the Reservation Docket document type.

    When printing, the system uses the assigned reservation docket template, including its defined content and styling, to generate the printed output.

    Important

    Automatic promotions are not applied at the time of reservation.  They will only be applied to the cart when the reserved products are added for checkout in Associate App.

Unreserving all items

If the customer does not purchase the reserved products or informs you that they are no longer interested, you can unreserve or cancel the reserved products.

  1. Go to Selling in the side menu and tap ....

  2. Tap Reservations.

  3. Tap the reservation you want to cancel.

  4. Tap Unreserve all items.

  5. A message is displayed:
    These items will no longer be reserved for the customer and will be available for purchase by other customers.

  6. Tap Unreserve to confirm.

    Note

    This will move the products with the number of units in the reservation from Customer Reservations (non-sellable) stock location, back to the Main (sellable) stock location. The change in the sellable inventory is shown in the Product Details page in the Associate App and the Stock on Hand page in Omnichannel Manager. Inventory Audit Trail for Main and Customer Reservation stock location for the store and the product will show the stock movements.

Unreserving individual item(s)

If the customer is no longer interested in one of the reserved products, you can remove the item from the reservation.

  1. Go to Selling in the side menu and tap ....

  2. Tap Reservations.

  3. Tap the reservation that contains the items you want to cancel.

  4. Tap Select and select the checkboxes for item(s) which you want to unreserve.

  5. Tap on Unreserve # item(s). The number of items to be unreserved is displayed on the button.

  6. A message is displayed:
    These items will no longer be reserved for the customer and will be available for purchase by other customers.

  7. Tap Unreserve to confirm.

  8. Verify that the reservation now does not display the cancelled items.

    Note

    This will move the products with the number of units in the reservation from Customer Reservations (non-sellable) stock location, back to the Main (sellable) stock location. The change in the sellable inventory is shown in the Product Details page in the Associate App and the Stock on Hand page in Omnichannel Manager. Inventory Audit Trail for Main and Customer Reservation stock location for the store and the product will show the stock movements.

Checking out all items

If the customer comes to the store to purchase all the reserved products, then the reservation can be converted back into a cart and proceed with checkout.

  1. Go to Selling in the side menu and tap ....

  2. Tap Reservations.

  3. Tap the reservation and verify that it is the one you want to convert to a purchase for the customer. Verify details such as the customer name, date and time of reservation and the number of units reserved.

  4. Tap Add all items to cart.

  5. Proceed with checkout and tap  Pay.

    Important

    This will move the products with the number of units in the reservation from Customer Reservations (non-sellable) stock location, back to the Main ( sellable) stock location. When the checkout is complete the units will be deducted from the stock on hand.

Checking out individual item(s)

If the customer comes to the store to purchase some of the reserved products, then these products can be converted back into a cart and proceed with checkout. The remaining products can be unreserved.

  1. Navigate to Selling from the side menu and tap ....

  2. Tap Reservations.

  3. Tap the reservation and verify that it is the one you want to convert to a purchase for the customer. Verify details such as the customer name, date and time of reservation and the number of units reserved..

  4. Tap Select and mark the item that you want to unreserve by tapping the checkbox.

  5. Tap Add # item(s) to cart. This button will show the number of products marked.

  6. Tap the cart icon to see the cart and proceed with checkout and tap  Pay.

    Important

    This will move the products with the number of units in the reservation from Customer Reservations (non-sellable) stock location, back to the Main ( sellable) stock location. When the checkout is completed the units will be deducted from the stock on hand.

Listing Reservations

You can view and filter the reservations.

  1. Navigate to Selling from the side menu and tap ....

  2. Tap Reservations.

  3. View the reservations listed with Customer Name, Reservation ID, number of units and remaning time.

  4. The reservations are listed in ascending order of time of creation, ie. the oldest reservation displayed on the top. The Pending reservations will be listed on the top, sorted by creation time.

  5. View expired reservations highlighted in red and those nearing expiration in yellow, with the remaining time clearly displayed. The pending orders will be displayed with a shade of blue.

  6. Tap Filter and select an option from the list Ongoing(showing all reservations with Reserved status and not expired yet), Expiredor All.

Note

  • Expiration and related filters are available from Associate App v.1.70 and later.

  • The reservation duration can now be configured via Reservation Configuration API.

Action on Pending reservation requests

You can confirm or decline reservations in the Pending state. Pending reservations do not impact stock. You can verify the physical availability of the products and then confirm or decline the reservation request.

  • If declined, the reservation moves to the Rejected state.

  • If confirmed, the reservation is promoted to the Reserved state.

Once in the Reserved state, the reservation follows the usual flow in the Associate App.

  1. Go to Selling in the side menu and tap ....

  2. Tap Reservations.

  3. Tap the reservation in Pending state.

  4. Tap Decline or Confirm.

Note

  • Pending reservation requests are available from Associate App v.1.71 and later.

  • The reservations can be injected via Reservation Creation API.