Summary
Use this article to create a custom order in the portal and send the customer an application link.
You’ll learn how to enter the customer details, add product information, save the order, send the application link, and understand each order status.
The customer will receive an email with a link to complete their finance application.
Before you start
Make sure you have:
- Access to the DivideBuy Retail Portal
- Your login credentials
- The customer’s name and email address
- The product name, SKU number and cost
- The customer’s postcode
Create a custom order
- Log in to the portal using the credentials provided.
- Once you’re logged in, you’ll be taken to your dashboard.
- Find the correct brand from the list on your dashboard.
- Click custom order next to the appropriate brand.
This creates an application link for the customer to complete.
Add the customer and product details
- Enter the customer’s name.
- Enter the customer’s email address.
- If required, a specific, merchant ID can be added to the "Retailer Order ID (Optional) field, this can help with tracking and order info.
- Enter the product information, including:
- Product name
- SKU number
- Cost
- Click Save your Product.
- Enter the customer’s postcode.
- Select the option to check the available shipping methods.
- Click Save to save your custom order.
- Once the order has been saved, the View Order button will appear.
- Click View Order to continue.
Review and send the application link
The View Order screen lets you review the order details before sending the link to the customer.
- Check the order details are correct.
- Click Send Order Link.
- You’ll be returned to the orders list.
- Once the link is sent, you will be returned to the orders list where a green banner confirming that the link was sent to the customer will be presented
View or resend an order link
From the orders list, you can see all orders and their current order status.
You can also:
- Click any order to view the full details
- Resend the confirmation email to the customer if they request it
If an order has been marked as "Cancelled", but needs to be restored, this can be done using the "Restore" button on the order overview screen:
Please note that refunded orders cannot be restored. In these cases, a new finance link will need to be generated.
Once restored, you can resend the order link or make edits if needed:
Order statuses explained
Each order has a status that updates as the order moves through the process.
| Order status | What it means |
| Saved Order | The order has been created, but the link has not been sent to the customer. |
| Pending | The order has been created and the link has been sent to the customer, but the customer has not completed the application yet. |
| Processing | The customer has been successfully approved for finance and is awaiting delivery. |
| Fulfilled | The order is complete, C&C have requested payment from DivideBuy, and the customer has been notified that payments have begun. |
| Refunded | The order has been refunded. |
| Cancelled | The order has been cancelled or the customer has been declined for finance. |
What the customer sees
The customer receives an email with the details entered during order creation.
The email includes:
- The service description
- The price
- An indicative monthly amount
To start the application, the customer selects Complete My Order.
The customer will then begin the credit application.
If you need help
Contact Zopa Support if:
- You cannot log in to the portal
- You cannot see the correct brand
- The custom order button is not available
- You cannot save the product or custom order
- The View Order button does not appear
- The confirmation banner does not appear after sending the link
- The order status does not look right
When contacting support, include the customer email address, order details, brand, and any relevant screenshots.