Reserving or holding products in the store

Updated
  • Updated on Sep 2, 2025
  • Published on Jul 3, 2025
  • 6 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 observed on 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 did not come to the store to purchase the reserved products or communicated that they do not have interest anymore, then 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 can be observed on the Product Details Page on the Associate App and the Stock on Hand page on NOM. 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 communicated that they do not have interest in a certain product anymore, then the item can be removed 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 can be observed on the Product Details Page on the Associate App and the Stock on Hand page on NOM. 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.

    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.

  5. Tap the Cart icon to view the cart and proceed with checkout.

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

    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.

  6. Tap on the Cart icon, to see the cart and proceed with checkout.