VelaONE Retail for BigCommerce — User Guide

This guide is written for the merchant. It covers day-to-day use after the
VelaONE Retail (VelaPOS) app is installed and linked — see the Installation
Guide for the setup steps.

One catalog, two places to sell

After connection, VelaPOS is the source of truth for your catalog:

  • Products & categories — items you create or edit at the POS (name,
    price, category) push to your BigCommerce storefront automatically.
  • Avoid editing synced products directly in BigCommerce — the next catalog
    sync from the POS can overwrite those edits. Make product changes at the POS.
  • Storefront-only content (pages, banners, themes, shipping settings, payment
    settings) still belongs to BigCommerce — the POS never touches those.

Inventory

  • On-hand quantities update on your storefront as items sell in-store.
  • Online orders deduct from the same stock, so you are never selling inventory
    you don’t have.
  • Inventory corrections (counts, receiving) made at the POS flow to the
    storefront automatically.

Online orders at the register

New BigCommerce orders appear at your VelaPOS register within moments:

  1. Tap FULFILLMENT on the top menu of the register.
  2. Open the order to see the items, payment summary, and whether it is a
    PICKUP or SHIPPING order.
  3. Pickup orders — pick the items, mark the order fulfilled when the
    customer collects it, and print a receipt if needed.
  4. Shipping orders — pack the items, then use ADD under SHIPMENTS to
    record the shipment. The status and shipment update post back to
    BigCommerce automatically, so your customer sees accurate progress.

Good to know

  • Timing — orders and inventory move in near real time via webhooks, with
    a scheduled sync running as a safety net. If something looks behind, give it
    a few minutes before calling.
  • Refunds & cancellations — process these where the payment lives
    (BigCommerce for online payments), then adjust stock at the POS if needed.
  • Do not uninstall the app — uninstalling revokes the connection
    immediately and stops all syncing. If you need to pause or disconnect,
    contact us instead; reconnecting later preserves your setup.
  • Renamed or restructured your BigCommerce store? Tell us — a store
    migration or plan change can require relinking.

Troubleshooting

SymptomWhat to do
Online order hasn’t appeared at the register after 10 minutesCheck the order isn’t in a pending/incomplete payment state in BigCommerce, then contact support.
Product edited at the POS but the storefront still shows old infoWait a few minutes for the sync; if it persists, contact support.
Storefront shows wrong stockRun/verify your latest inventory count at the POS; quantities push automatically.
“App not working” after a BigCommerce plan change or store migrationContact support — the store may need to be relinked.

Support