Customers & Reorder

How customer lookup, price memory, and reorder work — plus the one big caveat about Linnworks indexing.

Customer lookup

We search the last 3 years of your processed orders for the customer-name string you type. Linnworks doesn't expose a real Customer object on the trade plans, so this lookup is built on top of the processed-order index — which has consequences:

First-time customers won't appear until at least one of their orders has been processed and indexed by Linnworks.
Returning customers appear instantly. We return the most recent match per customer and auto-fill the address block from their latest shipping address.

If you need to enter a brand-new customer, just type their address into the Delivery Address block. They'll show up in lookup next time, once their first order has been processed.

Per-customer price memory

When you submit an order, the unit price you charged each SKU is remembered against that customer. Next time the same customer is selected, any SKU you sell to them auto-fills at the last-charged price.

This is invaluable for trade accounts with negotiated pricing — you don't have to remember (or look up) which customer gets which discount.

You can override the price on any line at any time. If you do, that new price becomes their remembered price.

Reorder last order

When you select a customer, the POS surfaces their most recent processed order and offers a one-click button to pull every line back into the cart — SKU, qty, and the unit price they paid last time.

⚠ Reorder & the Linnworks 12–24 hour indexing delay

The single most common support question we get.

When you create an order through the POS, Linnworks takes around 12–24 hours to index that order so it shows up in processed-order searches. Until that indexing completes, the order won't be visible to Reorder even though it's perfectly valid and live in Linnworks.

What this looks like in practice:

You place an order at 3pm Monday.
At 5pm Monday you try to Reorder for the same customer. Their most recent order shows as the one before the 3pm one. The 3pm one isn't there yet.
By Tuesday morning the 3pm order is indexed and Reorder shows it as expected.

This is a Linnworks-side limitation, not a bug in the POS. We can't see processed orders any faster than Linnworks's index lets us. If you've just placed a same-day order and need to reorder it immediately, two options:

Wait overnight — by morning the index will have caught up.
Manually rebuild — open the order in the Linnworks open order book, copy the SKUs, and add them to a fresh cart.

For most workflows the overnight delay is fine because reorder is most commonly used for monthly / quarterly repeats, not immediate same-day duplicates.