👋 Welcome — how it all fits together

One system runs the whole business. Every card on the home page is a different door into the same brain.

What apps.derma.pk is

Everything the business does — online orders, the shop counter, stock, couriers, vendor purchases, money and people — runs through this one system. The apps look separate, but they all read and write the same live data. Goods received in Good Receiving are instantly sellable at the POS Counter, counted in Inventory Control, and owed to the vendor in the books. You enter a thing once, and it appears everywhere it is needed.

That is the single most important idea in this book. Almost every mistake people make with this system comes from forgetting it — writing something on paper because "the screen was slow", or fixing a number by hand instead of through the screen that owns it. When you enter it properly, five other screens become correct for free. When you do not, five other screens become wrong for free.

The journey of an online order

And when a delivery fails:

Who sees what

• Everyone (entry level) — the day-to-day work screens: counter, scanner, returns, load sheets, rescue.
• Managers — all of the above, plus approvals, reports, stock counts, purchasing and money screens. And this Manual.
• Admins — everything, plus the books, payroll, access control and the activity log.

The golden rules

• Your name is on everything. Every create, edit, delete and refused attempt is recorded in the Activity Log. That protects you as much as the company.
• Never share your login. If somebody works under your name, their mistakes become your mistakes.
• If two screens disagree, one of them is wrong. Do not invent a workaround — report it on Issues so it is fixed properly.
• Fix numbers through the screens, not on paper. A correction made outside the system is a problem saved for later.

🧭 Getting around

The home page is the front door. Learn its five habits and every app is two clicks away.

Finding an app

• Press Ctrl K on the home page and type what you want to do — "load sheet", "refund", "count stock". You do not need the app's name; the search understands everyday words.
• The chips under the welcome filter the grid: All Apps, Live, New, Admin.
• The left sidebar groups every app by section. Click a section heading to open or close it.

The buttons on every app card

• Open → goes into the app.
• 📖 Learn brings you here, to that app's chapter in this Manual. Use it before you use a screen for the first time.
• ☆ star pins the app to My Starred Apps at the top. Up to 12, saved on the computer you set them on.

The two cards at the top

• Did you know! — one small lesson, matched to your role. It changes every 30 minutes; ↻ New idea gives the next one instantly, and 📖 Learn more opens the full chapter here.
• Quote of the day — a thought to start the shift. Also rotates every 30 minutes.

When something is wrong

The 🐞 Report an issue button sits at the bottom-right of every page. Use it the moment something misbehaves. See the Issues chapter for how to write a report that gets fixed fast.

🔑 Your account — logging in and staying safe

Before anything else: the account you sign in with is your name inside this system. Everything you do carries it.

Signing in

1. Open apps.derma.pk. If you are not signed in, the login page appears on its own.
2. Enter the email address the company created for you, and your password.
3. You land on the home page, and every app you are allowed to use is listed there.

If you see a page saying you do not have access to something, that is not a fault — it means your role does not include that screen. Ask your manager if you genuinely need it for your job.

Working hours

Some accounts are limited to certain hours. If you try to sign in outside them, the system refuses and records the attempt. This is not distrust — it is how a business proves, months later, that nobody was in the system at three in the morning.

Why sharing a login is the one unforgivable habit

Every action in this system is stamped with the account that did it. If you lend your login to a colleague, their mistakes are recorded as yours. There is no way to separate them afterwards. When something goes wrong and the Activity Log is read, it will say your name — and you will have no way to prove otherwise.

It also works the other way: because your name is on your work, good work is visible too. A person who never causes a stock discrepancy has a record that shows it.

🎚️ What your role means

Three roles. They are not ranks — they are different jobs, with different risks attached.

Entry level

The people who actually move the goods: billing at the counter, packing and scanning, receiving deliveries, opening returned parcels, riding out with deliveries, clearing the rescue list. Almost all of the real work of the business happens at this level.

What entry level cannot do is approve or overrule. You cannot post a stock count, approve a courier settlement, change a finished bill's payment, or push a sale through when the system says short. That is not a comment on your judgement — it is that those actions rewrite numbers other people rely on, so they need a second pair of eyes by design.

Manager

Everything above, plus the decisions: approving settlements, posting stock counts, correcting a bill's payment, authorising a sale when the shelf has stock the system does not, running reports, deciding purchases. A manager's job in this system is mostly judgement over other people's data — checking that what the screen says matches what the world says.

Managers can also read this Manual. That is deliberate: the Manual explains how the whole machine works, and the people approving things should understand the machine.

Admin

Everything, plus the parts that change the shape of the business: the books, payroll, who has access to what, the activity log, and the setup screens behind each app. An admin can undo almost anything — which is precisely why very few people should be one.

📚 The words we use

Every trade has its own shorthand. Learn these thirty and you will understand almost every screen and every conversation in the building.

Orders and couriers

Stock

Money

📦 How stock really moves

If you understand this one chapter, half the mysteries in the building stop being mysteries.

Stock only changes for six reasons

There is no seventh. Every surprise in a stock count traces back to one of these six going unrecorded.

Transfers between warehouse and pharmacy move stock between places but do not change the total. Assembly turns components into a kit — components down, kit up, total value unchanged.

The three places a count goes wrong

1 · Goods arrived but were never received in. The box came, went straight to the shelf, and nobody made a GRN. The system has never heard of those units. The counter says out of stock while you are holding the product. Fix: always receive at the gate, before the shelf.

2 · A return came back but was never re-racked. The parcel is in the building, the goods are fine, but until somebody presses Re-rack the system still believes they are with the customer. Your shelf has more than the screen says. Fix: clear the To Re-rack queue daily.

3 · One product has two codes and they were never grouped. Half the stock sits on each code. Neither number is right, and orders pause while the shelf is full. Fix: group them in Product Grouping.

💵 How money really moves

Money enters this business in three ways and leaves in three ways. Every screen in Part 4 is one of those six doors.

Money coming in

1 · The counter. A customer pays cash or card at the POS. This is the simplest money in the business: it arrives the same second the sale happens, and the shift count at closing proves it.

2 · COD from couriers. Far more complicated, because the money takes a journey. The customer pays the rider; the courier holds it; days or weeks later a settlement file arrives; a manager checks and approves it; only then is it ours in the books. Between "delivered" and "in the books" sits the number in Reports called pending at courier — money that is real, earned, and not yet in our hands.

3 · Wholesale and clinic customers. Goods leave on a challan or an invoice, and payment comes later. That gap is a receivable, and Settlement is where a payment gets pinned to the exact invoices it clears.

Money going out

4 · Vendors. Goods arrive (GRN) → the bill arrives (purchase invoice) → we owe them (payable) → we pay by cash or cheque. Cheques, especially post-dated ones, live in their own screen because a promise with a future date is easy to forget and expensive to forget.

5 · Expenses. Rent, utilities, supplies, repairs. Every one starts as a demand, is checked against a budget cap, and walks an approval chain before it becomes money spent.

6 · People. Salaries, bonuses and staff advances, through HR & Payroll — with advances carried as a running balance rather than a memory.

🗓️ Your day, your week, your month

The system does not need constant attention. It needs a handful of habits at the right rhythm.

Every day

Every week

• Check pending at courier (Reports). Money earned and not yet received. If it grows week after week, somebody needs to chase it.
• Approve courier settlements (Courier Money). Do not let them queue — the older a disputed deduction gets, the harder it is to argue.
• Run one section stock count (Inventory Control). A slice a week beats a shutdown once a year.
• Look at Price gaps (Product Grouping). A gap here is money leaking on every sale.
• Read the Issues board. Anything reported and untouched for a week is a problem the team has learned to work around — which is worse than the bug.

Every month

• Analytics — which cities are genuinely good, not just loud.
• Expiry list (Inventory Control) — pull or discount short-dated batches while they still have value.
• Vendor balances (CFO / Vendor Risk) — where is our exposure concentrated?
• Vendor incentives — is a target close enough to push for?
• Cheques due next month — no cheque should ever surprise the bank balance.

🛠️ When something goes wrong

Work through this before you ask anyone. Nine times out of ten, the answer is here.

"The counter says out of stock but I am holding the product"

1. This is normal and there is a proper path. Press Pay — the message tells you what the system thinks it has.
2. Call a manager. They confirm it is on the shelf, the sale completes, the count corrects itself.
3. Afterwards, ask why: was the delivery never received in (GRN)? Does the product have a twin code (Grouping)? Is there a return still unopened?

"I cannot find a product at the counter at all"

Search by SKU as well as name — names differ between the website and the shelf label. If it exists in Inventory Control but not at the counter, that is worth an Issue report, not a workaround.

"An order should be here and is not"

Check Sync Monitor first. If a background job has not run for hours, that is your answer and there is nothing wrong with the order. Report the failed job, not the missing order.

"The number on this screen looks wrong"

1. Do not correct it by hand and do not work around it.
2. Write down exactly what you expected and what you saw.
3. For stock: run a count on that product rather than adjusting it.
4. For money: open the ledger — every entry says which document created it and who acted.
5. Still wrong? Report it with a screenshot.

"A screen will not open, or says I do not have access"

That is your role, not a fault. If your job genuinely needs it, ask your manager to grant it in Team, Access & Security.

"I made a mistake"

Say so immediately. Almost everything here can be undone cleanly if it is caught early: bills can be voided, payments corrected, stock counts re-run, settlements reopened. What cannot be undone easily is a mistake that sat quietly for three weeks while other numbers were built on top of it.

🍳 Common tasks — where do I go?

The questions people actually ask in their first month, and the shortest honest answer to each.

📦 Order Management

The command centre. Every online order lives here from the moment it lands from the website until it is delivered, returned or cancelled.

What it is

Orders arrive from derma.pk automatically — nobody types them in. From this one app you see the order, its items, the customer, the courier and CN, its money, and its full history: who touched it and when. The tabs along the top take you to the dashboard, the order list, returns, reports, finance and setup.

Status is what moves stock — this is the heart of it

Stock is deducted once, at dispatch — not when the order arrives, not when it is packed. A cancellation puts it back. A returned parcel puts it back only when somebody presses Re-rack. This is why status discipline matters: the shelf count is only as honest as the statuses.

How to find an order

1. Open the order list and use the search box at the top.
2. Type any one of: order number, customer name, phone number, or courier CN.
3. Open it — items, courier, payments and full history are on one page.

How to handle a returned parcel

1. Open Returns. Parcels wait in To Re-rack until the store opens them.
2. Open the box and check the goods against the box, not the screen. Occasionally the wrong item was shipped, and the shelf must receive what actually came back.
3. Goods in good condition → Re-rack. Stock goes back into inventory, ERP and POS in one step.
4. Damaged or tampered → Damaged / Split. Not restocked; a courier complaint is logged with your note and photo.
5. Never arrived, or came back short → Lost / Short, so a claim can be raised against the courier.

The tabs across the top

Reading the status bar

The five numbers on the dashboard are not decoration. Each one is a different kind of problem or promise:

• In process — normal. Orders being prepared.
• Paused — watch this one. Every paused order is a sale standing still. If this number climbs day after day, something upstream is broken: stock, payments, or addresses. Go to Rescue Paused Orders.
• In packing — should always be small and moving. A parcel that has been "packing" since yesterday is not packing.
• Dispatched — gone, stock deducted, money not yet ours.
• In transit — with the courier. If a parcel sits in transit far longer than that route normally takes, it is quietly becoming an NDR.

What one order page shows you

Open any order and everything about it is on one page — you should almost never need a second screen:

• The customer — name, phone, address, city.
• The items — what was ordered, quantities, prices, and what each one costs us.
• The courier — which one, the CN, the booking, the current tracking status.
• The money — COD amount, what has been collected, what the courier still holds.
• The history — every status change and every edit, with the person and the time. When two people remember a parcel differently, this settles it.

The five Returns tabs

Searching well

• Phone numbers work with the last digits alone — you do not need the whole number or the country code.
• Customer names are often spelled differently by the customer and by us. Try the phone number first; it is the one thing people type correctly.
• A CN pasted from a courier's website usually works as-is, spaces and all.

🚚 Order Tracking

A public page any customer can use — so they stop calling you to ask where the parcel is.

What it is

A simple page showing an order's live journey. It works by customer name, phone number or order number — nobody needs to know the CN. It is safe to share: it shows the parcel's progress, not your business data.

🔄 Sync Monitor

The health check for everything that runs in the background while nobody is watching.

What it is

Orders, stock and courier payments flow between Shopify, the couriers and this system through background jobs that run day and night. This screen lists every job, when it last ran, and whether it succeeded.

When to open it

Whenever data looks stale — an order that should be here and is not, stock that has not updated, a courier payment that has not appeared. Check here before raising the alarm. If a job shows red or has not run for hours, that is your answer; report it on Issues with a screenshot of the row.

What the jobs actually do

• Order pull — brings new orders in from the website. If this stalls, orders exist on Shopify and not here.
• Stock push — sends our stock figures back to the website. If this stalls, the website keeps selling things we no longer have.
• Courier tracking — updates each parcel's status. If this stalls, everything looks stuck in transit.
• Courier settlements — fetches payment files. If this stalls, money looks missing that is merely late arriving.

👥 Customers

Every buyer's history in one place — what they bought, what they returned, and how risky they are.

What it is

A customer master built automatically from every order. Open a customer and you see their orders, their total spend, their return rate, and a plain-language read on whether a large COD parcel to them is a good idea.

📊 Analytics

Where the money comes from, where the returns come from, and when the day gets busy.

What it is

Charts built from live orders: revenue by city, return hot-spots, the busiest hours of the day, and how the average basket is moving. Use it to decide where to push marketing, when to put more people on the counter, and which cities deserve a harder look.

📈 Reports

The answer to every "how much / how many" question — live, and every one exports to Excel.

What is in it

• Courier COD & payments — what each courier collected and what they have paid us.
• Pending at courier — money taken from customers but not yet handed over. Watch this number every week.
• Returns by courier — who brings parcels back, and how many.
• Daily orders, top products, recurring customers — the pulse of the shop.

How to answer a money question in one minute

1. Open Reports and pick the report that matches the question.
2. Set the date range and press Show.
3. Need to send it on? Export gives you the Excel file.

💰 Courier Money

COD comes home here. Payments arrive on their own; a manager checks and approves them into the books.

What it is

The system fetches PostEx and M&P settlement files day and night and matches each payment to the orders it belongs to. Your job here is judgement, not typing: open the settlement, see what matched, chase what did not.

How to approve a settlement

1. Open the newest settlement and scan the matched list — spot-check a few order numbers against the orders themselves.
2. Look at the variance line. Small known deductions are normal; anything odd, stop and open that order.
3. Approve. The money posts into the books under your name.

When money is missing

An order delivered long ago with no payment against it belongs in a claim. Raise it here so the courier is chased formally — not on a phone call nobody can find later.

Why COD money is the hardest money in the business

Counter money is simple: the customer hands it over and it is in the drawer. COD money is a journey with four places it can go wrong, and it can be weeks between the customer paying and the money being ours.

At every stage, somebody else is holding our money and keeping their own records. Courier Money exists so that our records and theirs can be compared instead of trusted.

The three things to check on any settlement

1. Does the parcel count match? If they say 96 parcels and our records show 98 delivered in that window, two parcels are unaccounted for. That is a question, not a rounding error.
2. Are the charges what we agreed? Courier charges are contractual. A charge that is higher than the agreed rate, repeated over hundreds of parcels, is a large number hiding in a small column.
3. Is there a deduction nobody can explain? Weight disputes, penalty charges, adjustments from an older period. Each one needs a name before it is approved.

Claims — chasing what never arrived

Two kinds of money go missing, and both belong in a claim:

• Delivered but never paid. The order shows delivered, the customer confirms they paid the rider, and no settlement ever carried it.
• The return that never came back. The courier marked it returned to us, but no parcel arrived. That is not a lost parcel to shrug at — it is the full retail value of those goods.

Reading "pending at courier" honestly

This number, in Reports, is money customers have already paid that is still sitting with a courier. A healthy business has a pending figure that rises during the week and falls when settlements land. An unhealthy one has a pending figure that only ever rises — which means settlements are not being approved, or a courier has quietly stopped paying on time.

📞 NDR & Damage Control

Every failed delivery in one list. Each parcel here is cash standing still on the road.

What it is

When a courier fails a delivery — customer unreachable, refused, address wrong — the order lands here. From one screen you call the customer, ask for a re-attempt, accept the return, log damage with photos, or raise a claim for a return that never came back.

The daily habit

1. Open NDR every morning. The list is your call sheet for the day.
2. Call the customer first — a large share of "refused" parcels are simply a missed phone call.
3. Genuine refusal → accept the return so it starts its journey home.
4. Courier says delivered, customer says no → that is the rider-fraud override, and it is a manager's decision.

The reasons a delivery fails, and what each one really means

The call that saves the parcel

1. Ring from a number the customer will answer, and say who you are in the first sentence.
2. Do not lead with the problem. Ask when suits them for the rider to come back.
3. If they no longer want it, ask why — that answer is worth more than the parcel. Wrong expectation? Too slow? Found it cheaper?
4. Record what they said. Repeated reasons across many orders are a business problem, not a delivery one.

Damage — photograph first, decide second

1. Photograph the parcel before opening it fully — the outer box tells the story of how it was handled.
2. Photograph the damaged goods themselves.
3. Log it as Damaged with both photos and a plain note: what is broken, and how much of it.
4. Do not re-rack it. Damaged goods that go back on the shelf get sold to the next customer, who returns them too.

⬆️ Import Data

Bulk add or update products from a CSV or Excel file — map, preview, then import.

1. Upload the file — any sensible column layout works.
2. Map your columns to the system's fields once; it remembers your mapping.
3. Preview shows exactly what will change before anything is written. Read it.
4. Import. If something was wrong, the Activity Log shows precisely what the import touched.

🧾 POS Counter

The shop till. Tap product pictures, take cash, card or a split, print the receipt — and every sale lands in stock and the books by itself. Since 8 Aug 2026 the counter also sells smart: it shows which product earns us the most, suggests alternatives from other companies, protects stock that belongs to online orders, and lets you fix missing product data in two taps.

The shape of a day

The shift is not paperwork — it is what makes the drawer countable. Every sale is tied to the shift it happened in, so at closing the system can tell you what should be in the drawer and you compare it with what is.

🆕 What changed on 8 August — in one look

Reading a product card

Every card now carries, top to bottom: the photo, the full product name, the company (vendor) name in green, then the price line with the stars and the stock chip. At the bottom sit three buttons: 📦 Demand, 🔍 Detail, ✏️.

• "7 free" — seven units you can sell right now.
• "0 free" on an amber card — the product IS on the shelf, but every unit is promised to an online order. You can still add it to the cart; Charge will handle it properly (see the borrow rule below).
• Red OUT OF STOCK banner — nothing physically on hand. The card sinks to the bottom of the grid. Do not promise it to a customer; press Demand instead.

The star language — sell what earns the most

Stars are the shop's private code. The customer sees a harmless star; you know exactly what it means. Start from the top of the search results and offer starred products first.

Search that thinks like a pharmacist

1. Type anything — search looks at the whole shop. While you are typing, category and vendor filters are ignored, so a leftover chip can never hide your result again.
2. The ✅ In stock switch works inside search too. Switch it on and sold-out products disappear from the results and the suggestions.
3. Spelling mistakes correct themselves. Type collegon and the screen offers: 🔎 Did you mean collagen? — one tap runs the corrected search. It learns from our own product names, so it knows our brands too.
4. Exact matches come first (white cards), best earners on top. Within the matches, in-stock products lead, ordered gold stars → green ★★★ → downward.
5. Then the green strip: “🌿 Same type from other companies — ★★★ first.” Products with the same salt / same type from other companies, ranked by stars. This is where you switch an out-of-stock request into a sale we prefer.
6. Search by salt or property, not just name. Type azithromycin, minoxidil, spf, whitening — even half a word like azithromyc — and tagged products appear even when the word is not in their name.

🔍 Detail — the whole truth about one product

Press Detail on any card and you get the full picture: big photo, price, company, every code in the group, and three honest numbers — on hand, with online orders, free to sell. If the product is reserved, the exact online orders holding it are listed — tap the order number and the complete order opens in a new tab. Paused orders waiting for this product to restock are shown too. This ends the argument "the system says 2 but where are they?" — Detail tells you where they are.

📦 Demand — one tap, and the vendor fills itself

1. Press Demand on the card — the form opens immediately (the old second click is gone).
2. Quantity is pre-suggested; adjust with − / +.
3. Vendor is a dropdown of all our companies — no typing, no spelling mistakes. If we already know the product's vendor it is pre-selected and the label says "we already know this one". If we do not, the label says in amber "please pick, we do not know it yet" — choosing it here teaches the whole system, but it stays optional so you are never blocked.
4. Create demand. It appears in the Demands tab as before.

✏️ The pencil — teach the system in two taps

Every card — including out-of-stock ones — has a ✏️ button. It opens Product & company data, the counter's data-entry window. Whatever you fill saves to the central records: Vendor Buckets, Vendors & Brands and every counter update together, stamped with your name. You may fill only one field and save — partial saving is allowed.

• Salt / ingredient / property. Comma-separated, and not only chemicals — niacinamide, whitening, anti dandruff, oily skin all work. Whatever the team types here becomes searchable for everyone. Your words always beat the machine's automatic guesses.
• Sunscreen strength (SPF). The SPF number from the box — 30, 50, 60. 0 simply means "not a sunscreen"; leave it 0 for medicines and creams.
• Vendor / company. A dropdown of all companies. If it shows — not set, please fill! and you know the supplier, pick it — the warning disappears, and if that company's discount % is on record the next field fills itself.
• Company discount / profit %. The discount that company gives us. This is the same number as the Profit button on Vendor Buckets — set it here or there, both places update, and the green stars change immediately.
• Company activity ⭐ (gold). Tick "Company did an activity — gift / cash / support" and choose ★, ★★ or ★★★ for how strong it is. From that second, every product of that company shows gold stars and ranks on top of search at every counter. Untick it when the activity ends.

Discount — rupees or percent

Next to the Discount box there is a small Rs / % selector. With Rs selected, 100 means one hundred rupees off. With % selected, 10 means ten percent off the subtotal. The total updates live either way, and the receipt shows exactly what was charged.

Selling stock that belongs to an online order — the borrow rule

Amber "0 free" cards are on the shelf but promised to online orders. The old habit — taking the item off the rack and dealing with it later — broke online orders and made the books lie. The counter now handles it honestly, by rule, at the moment of Charge:

1. Prepaid orders are untouchable. Sealed parcels are untouchable. The system never even considers them. Nobody re-opens a packed flyer — that money is protected.
2. Among COD orders holding the product, it takes a single-item, single-unit order first; otherwise the newest, lowest-value one.
3. The confirmation shows you exactly who is affected: "This will pause order 10091728 — Ramlah Seraj, Rs 2,340 COD…". Press Pause order & complete sale, or Stop.
4. The online order is paused, not cancelled — the customer is not emailed, and the order resumes automatically when stock is received. M&P courier labels are cancelled at the courier automatically; PostEx labels show a note to inform the courier.
5. Every borrow is logged. Managers see the full story in the 🛒 POS Borrow board on the Orders page — when, which product, which order, which bill, who charged it.

The counter says out of stock, but the product is in your hand

This happens when the shelf is right and the system is behind — goods that were never received in properly. The counter does not dead-end on you.

A finished bill was paid the wrong way

A cashier put a card payment in as cash, or the customer paid half cash and half card and it went in as one. You do not need to void the bill.

1. Dashboard → find the bill → press 💳 Payment (managers and admins only).
2. Set what was actually taken — cash, card, bank, or a mix. It must equal the bill total.
3. Save. The bill keeps its number; the items, the stock and the customer's receipt do not change.

Wrong items on the bill?

✏ Edit voids the bill (marked EDITED, stock restored) and loads its items into the cart so you can re-ring it correctly. Void removes a sale entirely. Both are manager actions and both are logged.

The shift, properly explained

1. Opening. Count the cash actually in the drawer and enter it. If you skip this, the closing figure means nothing.
2. During. Every sale, every refund, every card payment attaches itself to your shift automatically.
3. Closing. The system totals what it expects: opening cash, plus cash sales, minus cash refunds. You count the drawer and enter the real number.
4. The difference. A small difference is normal. A large one is a question worth asking the same evening, while people still remember the day.

Working the cart

• Adding. Tap a picture, type part of the name, or scan the barcode. Scanning is fastest and never picks the wrong size.
• Quantity. Scan the same item twice, or set the quantity directly on the line.
• Removing. Remove a line before Pay. After Pay it becomes a correction, which is a manager's job.
• Discount. Apply it before Pay — Rs or %, using the selector. Everything the customer sees on the receipt must match what was actually charged.
• Customer details. Name and phone are required — the counter will not charge a bill without them. They are what let you find the bill again when the customer returns something, and what makes the customer history useful.

Taking payment

Counter returns and refunds

1. Find the original bill — by number, by customer name, or by phone.
2. Select the lines coming back. A partial return is normal; the customer keeps the rest.
3. Choose the refund method. It should normally match how they paid.
4. Confirm. The goods go back into stock, the refund is recorded against your shift, and the books are adjusted together.

↩ Returns, deletes, and why a day can go minus

This used to confuse the counter more than anything else. Read it once and it stops being confusing.

A normal day. Sell Rs 300 → the day shows +300. Every sale adds to today.

Sale and return on the same day. Sell Rs 10, customer brings it straight back → the day shows 0. You gave the ten back, so the day is level. (The red −0 the counter used to see was a rounding fault in the computer. Fixed on 13 Aug 2026 — it shows a clean 0 now.)

Return of yesterday's bill — this is the one that looks wrong but is right. Yesterday you sold Rs 300 and closed the day. Today the customer returns a Rs 50 item. Yesterday stays at Rs 300 — a closed day is never re-opened. The Rs 50 leaves today's drawer, so today reads −50. That minus is correct. It is real money that left the drawer today.

Counter rules that the system now enforces

Reprinting a receipt

Find the bill on the dashboard and press Preview. A voided or edited bill can also be previewed, marked as such — useful when a customer arrives holding an old slip and a question.

🛵 Local Rider App

The rider's own screen — scan, deliver, and record the COD collected, all from their phone.

Local deliveries do not need a courier company. The rider opens this on their phone, scans the parcels they take, marks each one delivered, and records the cash they collected. Every rupee is tied to the rider who collected it, so the evening hand-over becomes a comparison instead of an argument.

📷 Scanner

Your phone is a barcode scanner. Check a product, check a whole order, or scan the load sheet.

Three jobs it does

• Check a product — scan it and see what it is, its price and its stock.
• Check an order before packing — scan each item against the order. Wrong item, wrong size and missing item are all caught before the box closes.
• Print-station and load-sheet scanning — confirm each parcel as it goes out the door.

🩹 Seal parcel — scan the moment you close the box New · 8 Aug 2026

A fourth tile on the Scanner home screen, for the packing room. The moment you close a flyer or box, scan its CN under Seal parcel. One beep and three things happen at once: the parcel goes onto today's load list for its courier, the POS counter can no longer touch its stock (nobody ever re-opens a sealed parcel), and the evening scanning marathon disappears — the load sheet builds itself drop by drop through the day.

1. Close the flyer/box → scan the CN in Seal parcel. That is the whole habit.
2. Mis-scanned? Press Undo on the line — allowed until the sheet is closed.
3. In the evening the manager counts the physical pile, opens M&P Load or PostEx Load on the Orders page — the number on screen must equal the pile — and presses Close sheet. All sealed parcels become Dispatched together and the load sheet is recorded.

🔁 Stock Movement

Move stock between warehouse and pharmacy with a send → receive handshake, so nothing vanishes in between.

1. The sender creates the transfer and confirms what physically left.
2. The stock shows as in transit — it belongs to nobody's shelf, but it is on the screen.
3. The receiver confirms what actually arrived. Any difference is flagged immediately, while the trail is still fresh.

🚑 Rescue Paused Orders

Orders that could go out today if someone removed one item, took the payment, or fixed the label.

What it is

A paused order is a sale that has already been made, sitting still. This screen lists every one with the exact reason it is stuck, so the fix becomes a single decision: ship it short of one item, collect the payment, or correct the address — and it leaves today instead of quietly ageing into a cancellation.

🎯 Smart Buy

With limited cash, which vendor purchase releases the most stuck orders per rupee?

It reads every paused order, works out which missing products are blocking the most value, groups them by vendor, and ranks the purchases by return on investment. Instead of buying what feels urgent, you buy the list that un-pauses the most orders for the money you actually have.

📞 Cart Recovery

People who nearly bought. Call while it is still warm.

Abandoned checkouts from the website land here with the customer's details and what was in the cart. Assign a caller, ring them, and mark the result — recovered, or tagged with the reason. A checkout abandoned this morning is a warm lead; the same checkout next week is a cold one.

🗂️ Product Grouping

The same product often exists under two Shopify listings. Grouping merges them into one, pools their stock, and watches their prices.

Why it exists

Two codes for one cream means the stock is split in half. One code shows 8, the other shows 0 — and orders pause "out of stock" while the shelf is full. Grouping tells the system these codes are the same physical product. From then on every screen — the counter, orders, inventory — sees one pooled figure, and a sale is taken from whichever code actually holds the units.

How to group two codes

1. Search for the product — duplicates usually share most of their name.
2. Select the codes that are truly the same product and the same size.
3. Group them. Pooled stock applies everywhere immediately.

The Price gaps tab

• Have to change — codes in one group priced differently. Pick the right price once and Save; every code in the group is set together.
• Changed — what was fixed, by whom, with ↺ Undo.
• Already same — settled groups, greyed out. Nothing to do.

This list rebuilds itself from live data. Group something new, or change one code's price anywhere else in the system, and any gap appears here on its own — you never have to remember to check.

How to spot duplicates in the first place

Nobody creates duplicates on purpose. They appear when the same product is listed twice on Shopify at different times, by different people, with slightly different names. The usual signs:

• The same SKU appearing twice, sometimes with different capitalisation.
• Two names that are clearly the same product — BIONNEX EYE CONTOUR CREAM 15ml and Bionnex Whitexpert Eye Contour Cream 15ml.
• One code with stock and a near-identical one showing zero, over and over.
• Orders pausing for a product you can see plenty of on the shelf. This is the loudest signal of all.

What grouping actually changes

What it does not change: the codes still exist, Shopify still has both listings, and past history stays exactly as it was. Grouping is a lens, not a deletion — which is why it is safe to do and easy to reverse.

The expanded view

Click any group row and it opens to show every code inside it — with its picture, SKU, full name, price, cost, stock and how many units it has sold. Use this before you group anything: if two rows look like different products when you see them side by side with their pictures, they probably are.

Fixing a price gap, step by step

1. Open Price gaps → Have to change. Each row is one group whose codes disagree on price.
2. Look at both prices and both products. The higher one is not automatically right — check which is actually correct today.
3. Type the correct price once and press Save. Every code in the group is set together.
4. Changed your mind? The Changed tab has an ↺ Undo against every fix, with the name of whoever made it.

🎁 Bundle Studio

Build discount boxes that re-price themselves and never fall below your margin floor.

A bundle built here is tied to its component products. When a component's price changes, the bundle's price follows automatically — and it will refuse to drop below the margin floor you set.

Building a bundle that survives

1. Pick the components. Prefer things that sell steadily — a bundle built around a product that goes out of stock becomes unsellable itself.
2. Set the margin floor: the least profit you are willing to accept on this box. This is the number that protects you later.
3. Set the discount the customer sees. It must feel like a real saving or the bundle does nothing.
4. Save. From now on the price follows the components on its own, and stops at your floor.

Why bundles are worth the effort

• They raise the average basket without discounting your best seller on its own.
• They move slow stock by pairing it with something people already want.
• They simplify the customer's decision — one box instead of three choices.

🏷️ Price Check

Where our price and the website's price disagree — top sellers first.

1. Open the list. It is sorted so the products that sell most are checked first — that is where a wrong price costs the most.
2. Compare our selling price against Shopify's, side by side.
3. Fix the wrong one on the spot. The team can update live prices from here.

Where wrong prices come from

• A price changed on Shopify but never here, or the other way round.
• A new product created with a placeholder price that nobody went back to fix.
• A promotion that ended, but only in one place.
• Two codes for one product drifting apart — see Product Grouping.

📋 Load Sheet

One clean signed sheet per courier, for every parcel that leaves the building.

1. Pick the day's orders that are ready to go.
2. The system splits them by courier — M&P, PostEx, TCS, local rider — one sheet each.
3. Print. The courier's man signs against the list; scan at the print station to confirm each parcel out.

Getting the hand-over right

1. Count the parcels physically against the sheet before the courier's man touches them.
2. Have him sign for the count, not just take the paper.
3. Keep your copy. A signed sheet with no copy is the same as no sheet.
4. Scan each parcel at the print station so the system knows exactly what left and when.

🧪 ERP Test Console

A safe place to watch the machinery work: post an order, see stock and the ledger move, then undo it all.

Use it to teach someone, to settle a doubt, or to check after a change — without touching a real customer's order. Everything it does, it can reverse.

🚚 Courier Booking

Book parcels on M&P and PostEx without leaving the system — the CN comes back on its own.

1. Pick the orders to book and choose the courier.
2. The booking is made through the courier's own system; the CN returns and attaches itself to the order.
3. The order is marked dispatched, and the label and load sheet are ready to print.

Choosing the courier

The system suggests one based on the city, but the choice is yours. Three things decide it:

• Does the courier actually serve that city? Booking to an unserved area guarantees a return.
• What is their return rate there? Reports knows this. A cheaper courier that returns a fifth of what it carries is not cheaper.
• How fast do they settle? A courier holding your money for six weeks is lending themselves your cash.

🧮 Inventory Control

The truth about the shelves: live stock, batches, expiry, and stock-count audits.

What it is

Every product's on-hand quantity, its batches and expiry dates, and its value — live, fed by every sale, purchase, return and transfer in the system. When the shelf and the screen disagree, this is where the disagreement is settled formally, with a record.

How a stock count works

1. Create an audit for a section. You count the shop in slices, without closing it.
2. Count what is physically there and enter it. The screen shows the variance against the system.
3. Look at the variances before posting. A big surprise is usually a missed return or an ungrouped duplicate code — not theft.
4. Post. Stock corrects, and every adjustment carries the audit number and your name.

Expiry

Short-dated batches surface here before they die on the shelf. Discount them, move them, or pull them while they still have value — expiry is the one loss that is completely avoidable and completely predictable.

What the tabs give you

• Stock — every product with its on-hand quantity, what is committed to online orders, and what is genuinely free to sell.
• Batches & expiry — the same products broken down by production batch and death date.
• Audits — stock counts: open ones, posted ones, and their variances.
• Valuation — what the shelves are worth, at cost and at selling price. The number the business actually has money tied up in.

On hand, committed, free — three different numbers

This is where most confusion lives. A product can show 8 on hand and still refuse to sell at the counter.

The full life of a stock count

Negative stock

A negative figure means more was sold than the system ever knew you had. It is always a symptom, never a cause — usually goods received without a GRN, or a twin code that was never grouped. Do not simply set it to zero; find the missing entry, or the number will go negative again next week.

🏭 Auto Purchase Orders

Purchase orders that write themselves from real demand — paused orders and counter sales.

Instead of guessing what to order, the system reads what is actually blocking orders and what the counter keeps selling, and drafts vendor-wise POs. Review, adjust, then export as PDF, send on WhatsApp, or print for the vendor's rep.

📦 Good Receiving

Goods arrive before the bill does. Receive them into stock now; create the payable later in one click.

1. Vendor delivery arrives — receive it here against what actually came, at the gate, before it goes to the shelf.
2. Stock is sellable immediately: the counter, orders and inventory all see it.
3. When the vendor's bill arrives, one click turns the GRN into the purchase invoice. Quantities are already agreed, so there is no double-count and no forgotten payable.

🚢 Import Invoice

For imported shipments — freight, customs and duty spread across the goods, so every product knows its true cost.

How the cost is spread

A shipment arrives with one invoice for the goods and several separate bills — freight, customs duty, clearing, local transport. Those extra costs belong to the goods, but they do not arrive attached to any particular product. This screen spreads them.

🚚 Delivery Challan

Ship goods to a customer before the invoice exists — stock moves once, and the invoice follows in one click.

For wholesale and clinic customers who take goods on challan: the DC moves the stock and records what left. Converting it later creates the sale invoice from the same lines, so the stock never moves twice and the paperwork never disagrees with the goods.

When to use a challan instead of an invoice

• A clinic or wholesale customer takes goods today and will be billed at month end.
• Goods go out for approval and only some will be kept.
• A replacement is sent before the faulty one comes back.

In all three, goods must leave stock now but the sale is not final yet. A challan handles exactly that gap.

🧩 Assembly / Kits

Build a finished kit out of component products — components are consumed, the kit appears, its cost is worked out.

When you physically pack components into a sellable box, record it here: the components leave stock, the kit enters stock, and the kit's cost is the sum of what went into it. The books stay honest about what a kit really costs to make.

What actually happens when you build a kit

📒 ERP — Accounts & Inventory

Our own books. Sales, purchases, ledgers, trial balance and stock — everything every other app does ends up here.

What it is

The ERP is the destination. A POS sale, an online order, a GRN, a courier settlement, an expense — each one posts its entry here automatically. Open it to read ledgers, check the trial balance, review documents, and generate the documents that start in the books themselves.

Purchase Invoice

The vendor bill is generated here — line items, tax, the PO it fulfils, and who physically received the goods, with an automatic invoice number. If the goods came through Good Receiving, the invoice is one click from the GRN instead of typed fresh.

How to read a ledger without being an accountant

A ledger is a bank statement for one thing. Pick the thing — a vendor, a customer, the cash account, the sales account — and the ledger shows everything that has happened to it, in order, with a running balance.

Two words do all the work:

• Debit — value coming in to that account.
• Credit — value going out of that account.

You do not need to know which side a textbook would use. You need to know that every entry has two sides and they always match. When a customer pays 3,200 in cash, cash goes up by 3,200 and sales go up by 3,200. Nothing appears from nowhere.

Where every entry comes from

Almost nothing in the ERP is typed by hand. Each entry names the document that created it:

This is why entering things properly matters. A GRN skipped is not just a stock problem — it is a payable that never appeared, so the vendor's balance is wrong too.

The trial balance, in one sentence

It lists every account with its balance, and the two columns must total the same figure. If they do, the arithmetic of the whole business is internally consistent. If they do not, something was posted incorrectly — and that is a job for an admin, immediately, not next month.

🏬 Vendors & Brands

One map of who supplies what — read by order prep, inventory, POS and the stock report alike.

Add a vendor once, tag the brands or products they supply, and every screen that needs to answer "who do we buy this from?" reads the same answer.

What to record against a vendor

• Which brands and products they supply. This is what every other screen reads.
• Contact details that work — the person who answers, not the printed head office number.
• Their payment preference — see Vendor Payment Tags.
• Lead time. How long between order and delivery, honestly, based on what has happened rather than what was promised.

💳 Advance Payments

Customer advances, formally: claim → manager verification → refund cycle.

When a customer pays in advance and something changes, the claim is recorded here, verified by a manager, and refunded through a proper cycle — instead of living in somebody's memory and a WhatsApp thread.

The three moments of an advance

Why this needs a screen at all

An advance is somebody else's money sitting with us. Until it is either fulfilled or returned, it is a liability, not income — and the most common way businesses lose track of cash is by treating advances as if they were sales.

🧾 Expense & Budget

Every expense starts as a demand, meets its budget cap, and walks an approval chain.

1. Whoever needs to spend raises a demand with the amount and the reason.
2. The system checks it against that category's budget cap.
3. Manager approves, then CFO — and only then is it money spent.

Why an expense is not just a payment

Handing over money is the last step, not the first. The three steps before it are what stop a business from bleeding quietly:

Writing a demand that gets approved quickly

• Be specific about what. "Office supplies 12,000" tells nobody anything. "Printer toner ×2 for the packing station, 12,000" answers every question in advance.
• Say why now. Urgency is a fact, not a tone. "Current one runs out this week" is a reason; "urgent" is not.
• Attach the quote. An approver comparing your number to a real quotation approves in seconds.
• Use the right category. Wrong category means the wrong budget is charged, and next year's planning is built on a lie.

Recurring costs deserve special care

Rent, utilities, subscriptions, maintenance contracts. They are approved once and then paid forever, which makes them the easiest place in any business to waste money. Review them yearly and ask of each one: would we start paying this today if it did not already exist?

🏦 Cheques

Every vendor cheque — post-dated, same-day or next-day — tracked from writing to clearing.

A post-dated cheque is a promise with a date on it. This screen keeps every one visible: what is written, what is due this week, what cleared, and what bounced. No more cheques discovered by the bank before the books knew about them.

The life of a cheque

Or, when it goes wrong: Bounced — which costs a bank charge, a vendor relationship, and an afternoon.

The one number that matters

What is due in the next seven days, and is there money to cover it? Everything else on this screen supports that question. A post-dated cheque is a decision you made weeks ago that arrives whether or not you remember it.

When one bounces

1. Record it here immediately. A bounced cheque that is not recorded still shows as an unpaid bill somewhere else.
2. Call the vendor before they call you. The relationship survives a bounce; it rarely survives silence.
3. Record the bank charge as an expense — it is a real cost and it belongs in the books.
4. Ask why it happened. One bounce is an accident. Two in a quarter is a cash-planning problem.

💼 CFO / Vendor Risk

Vendor balances, ledgers, and where our exposure is concentrated.

Before committing to a big order, open the vendor here: what we owe them, what they owe us, and how the balance has moved over time. Concentrated exposure to one vendor is a risk you should see coming, not discover.

The three questions this screen answers

1. Who are we most exposed to? If one vendor holds a large share of what we owe, a dispute with them becomes a crisis rather than an inconvenience.
2. Is a balance moving the wrong way? A vendor balance that only grows means we are buying faster than we are paying — comfortable now, painful later.
3. Does their statement match ours? Where it does not, Settlement is usually the reason: payments never pinned to invoices.

💳 Vendor Payment Tags

How each vendor takes payment — cheque, cash or both — shown everywhere the vendor appears.

Set the preference once. Whoever is preparing a payment sees the tag right there and stops asking around. A small screen that ends a recurring question.

Why a small screen earns its place

Every payment run starts with the same question asked five times: does this one take cash or a cheque? Recorded once, that question disappears — and with it the calls, the guesses, and the cheque written to a vendor who only accepts cash.

📝 Quotations

A proper printed quote with real product lines — and zero effect on stock or the books until it becomes an invoice.

Build the quote from real products so the prices are right, print or send it, and forget it. If the customer says yes, convert it — and only then does anything touch stock or the ledger.

What makes a quote convert

• Real product lines, real prices. Quoting from memory and correcting later loses the sale and the trust together.
• An expiry date. A quote with no end never gets a decision.
• Clear terms — what is included, delivery, payment. Ambiguity is renegotiated later, always in the customer's favour.

🔁 Recurring Invoices

Customers you bill every month get a template — one click generates the invoice when it is due.

Set the lines once. Each cycle the invoice is generated from the template — same products, current prices, new number — instead of being retyped from memory.

What belongs on a template

• The customer and their agreed terms.
• The product lines that repeat every cycle.
• The billing rhythm — monthly, quarterly.

Prices are taken fresh each time it is generated, so a template does not quietly bill last year's rates.

⚖️ Settlement

Match a payment, return or credit note against the exact invoices it clears.

A payment sitting "on account" answers nothing. Settlement pins it to the specific open invoices it pays off — customer or vendor — so every ledger line ends in a clean zero instead of a mystery balance that somebody has to explain a year later.

Why "on account" is a problem, not a state

When money arrives without being tied to specific invoices, the total is right but the story is missing. Six months later nobody can say which bills it covered, and both sides remember it differently. Settlement is the ten seconds that prevents that argument.

How to settle

1. Open the customer or vendor. Their open invoices are listed with what is still outstanding on each.
2. Select the payment, return or credit note you are applying.
3. Tick the invoices it clears. Apply it fully to some, or partly to one — a payment can settle two and a half invoices, and that is normal.
4. Save. Those invoices now read zero, and the remaining balance is genuinely what is still owed.

Credit notes and returns

A returned item creates value owed back to the customer. That credit can be refunded in cash, or settled against their next invoice. Settling it is usually better for both sides — the customer keeps buying and no money has to physically move.

🎯 Vendor Incentives

Every company's discounts, targets and rewards in one place — so nothing we have earned is left unclaimed.

Each vendor's schemes — trade discounts, quantity targets, bonus offers — are recorded here with their conditions. When a target is close, you can see it and push for it; when a reward is earned, you can claim it with the record to prove it.

Turning a scheme into money

1. Record the scheme with its exact conditions — quantity, period, what qualifies.
2. Check progress before the period ends, not after. A target missed by a small margin is the most expensive kind.
3. When it is earned, claim it with the record attached. Vendors honour documented claims far more readily than remembered ones.

🤝 CRM — Leads & Tickets

Two queues that must never mix: people who might buy, and customers who need help.

Leads

Each lead moves through stages with a value attached, so the pipeline is worth a number, not a feeling. A lead nobody has touched in a week shows its age plainly.

Tickets

Customer problems land as tickets with priorities and follow-ups. The habit that matters: every ticket gets a next step with a date — never "waiting" with nothing scheduled.

Leads — the pipeline as a number

A lead without a stage and a value is just a name in a list. With both, the pipeline answers a real question: if half of what we are working on closes, what does next month look like?

• Move stages honestly. A lead parked in "interested" for six weeks is not interested; it is dead and taking up room.
• Put a real value on it. An optimistic number makes the pipeline useless for planning.
• Every lead needs a next action with a date. Without one, it will be found again in three months by accident.

Tickets — the queue that protects reputation

A complaint handled well often produces a more loyal customer than one who never had a problem. A complaint left in silence produces a review that costs you strangers you will never meet.

1. Acknowledge fast, even before you have the answer. Silence is what people actually complain about.
2. Set the priority honestly. If everything is urgent, nothing is.
3. Record what you promised and when. The next person to touch it needs to know what the customer has already been told.
4. Close it with the customer, not just on the screen.

👥 HR & Payroll

The team, their payslips, and their advances — with running balances instead of arguments.

Monthly payslips carry salary, bonus, deductions and absence. Staff advances are recorded with a running balance that both sides can see, and settle against payroll on a schedule instead of "next month, promise".

What a payslip is made of

Advances — the part that causes arguments

An advance is a loan, and loans need a balance both sides can see. Recorded here, an advance is not a favour anybody has to remember — it is a number that reduces on a schedule and reaches zero on a known date.

🕵️ Activity Log

Who created, edited or deleted anything, in every app — including the attempts that were refused.

When something looks wrong, this is the first stop: filter by the record or by the person and read the story. It exists to answer questions with facts instead of memory — and its quiet second job is that everybody works a little more carefully knowing it is there.

How to actually use it

Most people open the Activity Log only when something has gone wrong, and then scroll aimlessly. Filter instead — it is built for three specific questions.

🔐 Team, Access & Security

One place for the whole team: logins, roles, which apps each person sees, what they may do inside, and even the hours they may work.

1. New person joins → create the login and set the role: entry, manager or admin.
2. Grant the apps their job actually needs — start narrow, widen later. It is easy to add and awkward to take away.
3. Someone leaves → deactivate here, once, and every door closes together.

Setting up a new person, properly

1. Create the login with a company email address. Never a personal one — people leave, and personal addresses cannot be reclaimed.
2. Choose the role. Entry unless there is a specific reason otherwise. A person can be promoted in thirty seconds; taking access back is a conversation.
3. Grant only the apps their job needs this week. Not the apps they might need one day.
4. Set working hours if the role is shift-based. It removes a whole category of question later.
5. Show them the Manual. Point them at Part 1 and let them read it before their first shift, not during it.

The principle worth holding to

Give the least access that lets someone do their job well. This is not distrust — it protects the person as much as the business. Somebody who cannot reach a screen cannot be blamed for what happens on it, and cannot break something they were never trained on.

When somebody leaves

1. Deactivate the account here, the same day. One action closes every app at once.
2. Do not delete it. Their history must stay attached to their name, or months of the Activity Log becomes anonymous.
3. Check whether anything was assigned to them — open tickets, pending approvals, an unsettled advance.

🐞 Issues

The team's issue tracker. Nothing closes until the person who reported it confirms the fix.

How to write a report that gets fixed fast

1. Say where — which app, which screen.
2. Say what you did — the exact steps, in order.
3. Say what you expected, and what actually happened.
4. Paste a screenshot. It answers ten questions at once.

The report moves across the board as it is worked on. When it is marked resolved, you test it — and only your confirmation closes it. If it is not really fixed, say so and it reopens.

📖 About this Manual

How to get the most out of the book you are reading.

• Search — press / and type any everyday word: "re-rack", "bounce", "count", "refund". Urdu words work too. The book filters to matching chapters and shows the count.
• Deep links — every chapter has its own address. The 📖 Learn button on any app card on the home page brings you straight to that app's chapter.
• Print — the Print button gives a clean paper copy without the navigation.
• Two languages — every chapter has an English explanation and an Urdu one. They are not word-for-word translations; the Urdu says the same thing in the way it is actually said out loud.
• Something missing or out of date? Report it on Issues like any other bug. This book is updated in versions, on request.