In today's fast-paced retail world, making things easy for both shoppers and store owners is key. HotWax Commerce, an Omnichannel Order Management System, integrates with Retail Pro Prism POS to make sure retailers have the tools they need for effective omnichannel retailing strategies. This integration makes it possible for stores to offer a seamless shopping experience, blending in-store and online activities effortlessly.

HotWax Commerce

HotWax Commerce is a cloud-based OMS that empowers retailers to sell more and deliver fast. It helps retailers to implement omnichannel strategies like Same-Day Buy Online Pick Up In Store (BOPIS), Buy Online Return In Store (BORIS), Ship From Store, and Pre-Orders.

Retail Pro

Retail Pro Prism POS is a retail management software that offers intuitive POS functionalities including pricing and promotion management, replenishment and inventory management, customer and employee management, and store operations.

Integration Strategy

A key aspect of this integration is the strategic decision to utilize Retail Pro Prism as an intermediary for data transfer. Leveraging Retail Pro Prism’s pre-built connections, we optimize the integration process and ensure a seamless flow of information.

Our client had a statutory requirement to submit sales and tax data to the government system. Retail Pro Prism doesn't inherently come with a pre-existing integration with government systems. However, our client, for whom we implemented HotWax Commerce, already had a pre-built connection with the government system, allowing transfer of daily sales and tax collected data to the government. In a strategic move, we decided not to duplicate efforts and, instead, use Retail Pro Prism's pre-built integrations to push data to government systems. So we push online orders to Retail pro from HotWax Commerce.

Typically, online orders that are fulfilled in HotWax Commerce are pushed directly to the ERP system for accounting purposes. However, our client already had a pre-built integration in place with their ERP system. Recognizing this established connection, our approach was to avoid redundant efforts and refrain from building a new integration with the ERP system. So this is one more reason that in our integration approach we push online orders to Retail Pro and Retail Pro sends this data to the ERP system for accounting purposes along with sending it to the government systems for tax reporting.

Similarly, the usual practice involves daily synchronization of inventory data from ERP systems to HotWax Commerce. In our approach, Retail Pro serves as the intermediary system, utilizing its pre-existing integration with ERP. All inventory received against purchase orders is managed within Retail Pro, making it the go-to source for inventory information. Consequently, the daily inventory file is synchronized from Retail Pro.

In this document we will delve into the intricacies of integrating HotWax Commerce with Retail Pro Prism and understand the data flow between these systems.

In the event of returns at a retail location managed by Retail Pro POS, a seamless process is established to ensure accurate inventory updates in HotWax Commerce. When a return occurs, Retail Pro triggers the "Update Inventory" API of HotWax Commerce. This API call promptly increases the inventory count for the specific product in the location where the return has taken place. This instantaneous adjustment guarantees that HotWax Commerce maintains precise and up-to-date inventory records, offering a swift and accurate reflection of in-store returns.

HotWax integrates with various platforms to streamline order processing, fulfillment, and efficient management.

Topics

To initiate the process of invoicing completed orders from a single location, HotWax Commerce employs a streamlined technical workflow.

Feed preparation

A configurable job in HotWax Commerce is designed to generate a feed of all completed orders, placing it in a designated SFTP location. Orders are included in the completed orders feed only when all items within them are fulfilled. Retailers have the flexibility to adjust the frequency of this job based on their specific needs.

Feed generation

Initiated by a specific job in HotWax Commerce, a feed is generated exclusively for completed orders originating from the POS channel. This distinct feed differs from the one created for eCommerce orders.

Filter inventory file and reset inventory in HotWax Commerce

RetailPro sends the Reset Inventory File, including both active and inactive products, to HotWax Commerce, landing in a designated SFTP folder. Every midnight at 1:00 am, a job of HotWax Commerce integration platform compiles a list of active products, defining items available for online sales. This file is securely stored on the HC Integration Platform server. Half an hour later, the HC Integration Platform processes both files, creating a new Reset Inventory File that exclusively focuses on active products, substantially reducing its size from 300 MB to 80-100 KB and puts it in another folder on SFTP location . Another job in HotWax Commerce reads this new file from this new SFTP folder and updates the inventory records, ensuring they match RetailPro's data accurately.

In the daily operations of Retail Pro, numerous transactions occur, ranging from receiving purchase orders and processing returns to completing physical store sales. Each of these transactions directly impacts the inventory numbers in Retail Pro. To address this dynamic environment, we've implemented two approaches to synchronize inventory data from Retail Pro to HotWax Commerce.

The first approach involves real-time adjustments for immediate accuracy. Whenever a sale happens in physical stores, inventory numbers are dynamically adjusted in HotWax Commerce specifically for the location where the sale occurred. This real-time adjustment not only ensures the accuracy of inventory records in HotWax Commerce but also facilitates the precise transfer of inventory information downstream, particularly to eCommerce platforms.

The second approach introduces a daily early morning synchronization process. Scheduled to occur daily, this synchronization process resets inventory numbers in HotWax Commerce, aligning them with the current state in Retail Pro. This comprehensive synchronization covers the entire inventory and accommodates transactions such as receiving purchase orders, transfer orders, and returns.

The combination of these two approaches is crucial for maintaining consistency. While real-time adjustments handle immediate changes in inventory occurring due to in-store sales, the daily synchronization addresses a broader scope, ensuring that inventory numbers in both Retail Pro and HotWax Commerce remain in sync. This comprehensive strategy prevents discrepancies and provides a robust solution for managing inventory synchronization effectively

Sync inventory of in-store sales

When a sale takes place in Retail POS, the smooth integration between HotWax Commerce and Retail Pro Prism POS comes into action. This integration is streamlined through the real-time triggering of the "UpdateInventory" API in HotWax Commerce by Retail Pro Prism POS. This swift mechanism promptly reduces the inventory in HotWax Commerce for the specific product and location where the sale occurred. This instantaneous adjustment ensures that HotWax Commerce keeps its inventory records accurate and current, providing a fast and precise overview of in-store sales. The real-time nature of this adjustment guarantees that HotWax Commerce maintains up-to-the-moment inventory records, delivering a responsive and precise reflection of in-store sales.

Daily reset inventory

To address a wider array of inventory transactions, such as purchase orders, transfers, and returns, this approach employs the "Daily Reset Inventory" method. Executed each morning, this scheduled synchronization comprehensively updates the entire inventory in HotWax Commerce. Acting as a corrective measure, it aligns inventory numbers in both Retail Pro Prism POS and HotWax Commerce for consistency.

In a usual setup, ERP systems share a file at frequent time intervals comprising all active products with their inventory numbers on SFTP location and a job in HotWax Commerce reads the file and updates inventory in HotWax Commerce.

Technical workflow of Invoice from multiple location

In the context of invoicing from multiple locations, all items are invoiced from the location where the last item is fulfilled, aligning with Retail Pro's constraint of allowing invoicing from a single location. The technical workflow for synchronizing orders closely mirrors the process of invoicing from a single location.

The order invoicing workflow initiates with the creation of a feed of completed orders, which includes only those orders where all items have been fulfilled. The subsequent transformation of this feed into JSON format, tailored for the Order to Invoice API, ensures that all items are invoiced from the location of the last item fulfillment. The steps, including feed preparation, transformation, API calls for invoicing, failure reporting, and inventory synchronization, closely parallel the technical workflow for invoicing from a single location.

Technical workflow of Inventory transfer

The inventory transfer workflow is a pivotal process aimed at addressing challenges introduced by single-location invoicing, effectively mitigating inventory discrepancies in Retail Pro. This specialized solution ensures accurate inventory records by strategically transferring inventory between fulfillment locations.

Transformation Process

Initiating the process, a dedicated job in the HotWax Commerce Integration Platform reads the "Complete Order" feed from the SFTP location and seamlessly transforms it into a structured JSON file tailored to meet the specifications of Retail Pro's "Manual Slip" API.

API calling for inventory transfer

Following the transformation, the JSON file contains detailed inventory records specifying the quantity to be moved within the Retail Pro system. The subsequent step involves the calling of the "Manual Slip" API in Retail Pro, creating inventory transfer records and ensuring the necessary inventory adjustments within Retail Pro's system to effectively resolve discrepancies introduced during the invoicing process.

Failure reporting

To maintain transparency and expedite issue resolution, the HotWax Commerce Integration Platform generates a detailed report of any failures encountered during the "Manual Slip" API calls. This proactive reporting mechanism ensures swift identification and resolution of any issues, enhancing the overall efficiency of the inventory transfer workflow.

What is Send Sale order

Send sale orders are instances where store associates capture orders in Retail Pro, despite the unavailability of the item at the store. These orders are taken to prevent the loss of a sale, with the commitment to deliver the item to the customer at their shipping address. Associates typically check inventory availability at other stores or warehouses before capturing the order.

Send Sale order invoicing

Associates create Send Sale orders in Retail Pro and generate invoices for these orders. Even if the inventory is not available, Retail Pro allows the sale, resulting in negative inventory for the respective product. For example, if two blue t-shirts are out of stock and a Send Sale order for them is invoiced in the New York store, the inventory count for Blue T-shirts will be -2 in the New York location in the Retail Pro system.

Bringing Send Sale orders into HotWax Commerce

Send Sale orders need to be brought into HotWax Commerce for order routing and fulfillment. HotWax Commerce brokers these orders based on pre-configured rules that consider inventory availability and the proximity of the store to the customer's shipping address. There are two approaches to bring Send Sale orders into HotWax Commerce. One is Retail Pro pushing Send Sale orders to HotWax Commerce using HotWax Commerce's API. The other involves downloading Send Sale orders from the eCommerce platform.

HotWax Commerce adopts the approach of downloading Send Sale orders from the eCommerce platform. This decision is driven by leveraging the existing integration between eCommerce and HotWax Commerce, saving time and resources compared to building a new integration with Retail Pro. Once a Send Sale order is brokered and fulfilled by another store using the Store Fulfillment suite in HotWax Commerce, the order is marked as completed.

Avoid double invoicing

Distinguishing itself from regular eCommerce orders, the processing of Send Sale orders deviates from the typical flow. To prevent double invoicing, these orders, already invoiced during the sale in Retail Pro, are deliberately kept separate. Identified by a sales channel designation of POS, in contrast to eCom for eCommerce orders, Send Sale orders are intentionally excluded in the feed of completed orders. This strategic exclusion is implemented by incorporating checks based on the sales channel, ensuring that these uniquely treated orders are excluded from the invoicing process.

Inventory Adjustment for Send Sale Orders

As the original store where the sale occurred has negative inventory due to Send Sale orders, adjustments are made to correct the inventory. Inventory is transferred from the location where the item was fulfilled to the location where it was invoiced. This transfer is accomplished by calling the Manual Slip API.

Order Fulfillment Process

Orders initiated in eCommerce are initially downloaded into HotWax Commerce. Once approved, these orders are brokered to designated fulfillment locations, specifically stores in this context. Store associates handle the fulfillment process, marking orders as completed using HotWax Commerce's Store Fulfillment suite. The order status is then synchronized with the eCommerce platform, providing customers with timely updates on their orders.

An exchange refers to a transaction in which a customer returns a purchased item and, instead of receiving a refund or store credit, opts to swap the returned item for a different product.

Data Flow

While developing this integration, several challenges surfaced, necessitating additional logic that is uncommon in typical inventory reset syncs. Here are the challenges and their solutions:

Unfiledtered inventory file

In a usual setup, ERP systems share a file comprising all active products for inventory synchronization with HotWax Commerce. However, the client's Retail Pro version was able to share a file containing all products ever created in Retail Pro, not just the active ones. This led to an inflated file size, causing prolonged processing times in HotWax Commerce.

To address this, we implemented additional logic to filter the file against products created in HotWax from the eCommerce platform. The refined file now only contains inventory by facility for online-published products, significantly reducing file size from 300MB to 70-80KB. HotWax Commerce reads this new file and updates the inventory records, ensuring they match RetailPro's data accurately.

Incorrect inventory counts due to partially shipped orders in HotWax Commerce

HotWax Commerce sends orders to Retail Pro for invoicing, but only fully fulfilled orders are pushed. We will discuss in the Order section on why partially fulfilled orders are excluded. Because partially fulfilled orders are excluded, when Retail Pro sends the morning inventory reset file, it does not account for these scenarios.This discrepancy inflates the inventory count in HotWax Commerce, requiring a meticulous solution.

To address this, the HotWax Commerce integration platform identifies partially fulfilled orders, calculates the inventory deductions not communicated to Retail Pro, and generates an inventory variance file. This file is loaded in HotWax Commerce after the main reset inventory file, correcting inventory numbers without compromising accuracy. Timing is critical, ensuring that the variance file is processed after the main reset inventory file to avoid inaccuracies.

Example showing intricacies of the "Partially Shipped Orders"

1. Inventory snapshot in Retail Pro Prism POS and HotWax Commerce at 8:00 AM, showing initial counts for SKUs A, B, and C in New York and Nashville.

   Inventory snapshot at Retail Pro:

   SKU/Location

   New York

   Nashville

This detailed example provides a step-by-step explanation of the inventory synchronization process and the corrective measures taken to ensure accuracy.

In omnichannel retailing, retailers provide customers with the options for online returns as well as in-store returns.

Web Returns with Loop

Customers can initiate online returns for both online and in-store purchases.

• Buy Online Return Online (BORO): Customers initiate online returns for their eCommerce orders.

• Buy In-Store Return Online (BISRO): Customers initiate online returns for their in-store purchases.

• Endless Aisle Return Online (EARO): Customers initiate online returns for their in-store ordered items which they received home delivery for.

Retailers we work with use Shopify as their eCommerce platform, NetSuite as their ERP system, Loop as their RMS, and HotWax Commerce as their OMS. This returns management workflow involves downloading returns data, creating Return Merchandise Authorizations (RMAs), processing Item Receipt records, and creating Customer Refunds.

Data Flow

1. Initiate Online Returns

Customers go to their online order in Shopify to place a return request. When selecting the return option, they are automatically redirected to Loop’s interface. Once customers submit the return request, Loop fetches the following return details:

• Order ID and items being returned (SKUs and quantities).

• Return reason provided by the customer.

• Any additional details, such as whether the return is for a refund, exchange, or store credit.

Once customers submit return requests, an RMA is created in Loop in the Open status.

2. Create Returns in Shopify

Loop automatically syncs newly created returns to Shopify. A return record with the status Return in Progress is then added to the original sales order in Shopify. This enables retailers to maintain complete visibility over the entire return lifecycle in their primary sales channel, that is, Shopify.

3. Download and Transform Returns from Loop

HotWax Commerce Integration Platform is subscribed to Loop's webhook to receive return data. When a return is created in Loop, Integration Platform receives an RMA JSON file from Loop.

How HotWax Commerce Integration Platform Acts as a Bridge

• Return details fetched from Loop: Loop return ID, return total, Shopify order ID, Shopify line item ID.

• Additional details fetched from HotWax OMS: HotWax order ID, Shopify order ID, NetSuite order ID, Shopify product SKU.

Using the above details, HotWax Commerce Integration Platform transforms the return data into a format compatible with NetSuite. This transformation is a key feature of HotWax’s integration. By consolidating the original order data with return data, HotWax ensures that RMAs in NetSuite are properly linked to their corresponding sales orders.

Why does this matter?

Unlike standard third-party connectors like NovaModule, which merely transfer data between systems, HotWax Commerce’s OMS integrates deeply with Shopify, Loop, and NetSuite. This integration provides the additional order and product details required to establish a direct link between the RMA and the original sales order, something other connectors cannot do effectively.

4. Transform and Export Returns Data from HotWax Integration Platform

Once the RMA data is transformed, a job in HotWax Commerce Integration Platform places the file at a designated SFTP location. This enables NetSuite to access and process the data for creating RMAs for downstream processing.

SFTP Locations

5. Import Returns Data in NetSuite

Every 15 minutes, a scheduled SuiteScript in NetSuite runs to check for new return files at the SFTP location.

If a new RMA JSON file is found, the NetSuite SuiteScript reads and processes the file. An RMA is then created in NetSuite and marked as Pending Receipt.

The newly created RMA is linked to the original sales order. This offers traceability and provides warehouse teams with advance notice that the order item will be returned.

SuiteScript

6. Process and Export Item Receipts Records

After a few days, when the customer's returned item is physically received at the warehouse, the following actions take place:

• An Item Receipt record is created and linked to the RMA.

• Inventory is restocked, and the corresponding inventory count is increased in NetSuite.

• The RMA status updates from Pending Receipt to Pending Refund.

As soon as the Item Receipt record is created in NetSuite, a CSV file is generated containing Loop’s return ID for reference. This file is then placed at the designated SFTP location.

This step is important for completing the return process in Loop, let’s see how in the next steps.

SuiteScript

SFTP Locations

7. Import Item Receipt Records

A job in HotWax Commerce Integration Platform runs every 5 minutes to check for new CSV files received at the SFTP location. If any new files are identified, the job extracts the Loop return IDs from the file and subsequently triggers the .

SFTP Locations

8. Close Returns in Loop

The Process Return API triggers multiple actions in Loop based on the fetched Loop return IDs:

• The RMA status is updated from Open to Closed.

• As soon as the RMA in Loop is marked as Closed, multiple actions take place:

  • If the customer opted to receive a refund on their original payment method, Loop triggers Shopify to process the refund.

9. Process Refunds to Customers

Shopify processes the customer refund using the original payment method, updating the return status from In-Progress to Returned in Shopify. At the same time, Shopify syncs the refund details back to Loop.

10. Fetch and Transform Refund Details

HotWax Commerce Integration Platform subscribes to Loop’s webhook to fetch and transform refund details.

SFTP Locations

11. Transform and Export Refund Details

A flow in HotWax Commerce Integration Platform transforms refund data. The JSON file is then placed at the SFTP location.

The file contains details about Loop return ID, Shopify order ID and the refund amount initiated to the customer.

12. Import Refund Details in NetSuite

A SuiteScript in NetSuite imports the file from the SFTP location, processes the data and triggers multiple actions:

• A Credit Memo is created in Open status and linked to the RMA.

• A Customer Refund record is automatically created based on the refund method and linked to the Credit Memo.

• Once the Customer Refund record is created, the Credit Memo is updated from Open to Fully Applied, and the RMA is updated from Pending Refund to Refunded.

SuiteScript

13. Sync Completed Returns from Shopify

A job in HotWax Commerce syncs the newly created Completed returns from Shopify and marks them as Completed in HotWax.

How is returned inventory restocked in HotWax Commerce?

Inventory from returns received in the warehouse is synchronized to HotWax Commerce during its periodic inventory sync with NetSuite. HotWax then also syncs the updated inventory counts of the product to Shopify.

Loop also offers the option to restock inventory. However, HotWax recommends disabling this feature in Loop. The reason is that HotWax and NetSuite handle inventory tracking across all locations, while Shopify only maintains a consolidated inventory at its default location.

With this setup, after HotWax restocks the returned inventory from NetSuite during its periodic inventory sync, a corresponding job in HotWax automatically increases the product's inventory count at the default location in Shopify.

Handling of Exchanges in NetSuite

When a customer opts for an exchange through Loop, a new exchange order is automatically created in Shopify once the return is closed in Loop. HotWax Commerce downloads these exchange orders from Shopify as regular orders and syncs them to NetSuite. Here's how different exchange scenarios are handled:

1. When the exchange order total is less than the original order

• Loop automatically refunds the customer for the price difference and creates a new exchange order in Shopify.

• HotWax’s Integration Platform captures this refund data and processes it as discussed earlier, transforming it for NetSuite without additional steps.

2. When the exchange is for an item of equal value

• The process is straightforward, with no need for special handling.

• The return and exchange data are transformed and synced to NetSuite, as previously discussed.

3. When the exchange is for an item of higher value (Upsell)

• Loop includes attribution in the Shopify order notes, indicating that the new exchange order involves an upsell.

• HotWax recognizes this attribution and processes the order accordingly.

• To handle the additional payment, HotWax creates a Customer Deposit in NetSuite.

Suppose a customer initiates a return for a $100 item and chooses to exchange it for a $150 product. Loop processes the exchange, and Shopify records the new order with an additional $50 payment. The order notes include the upsell attribution. HotWax reads these notes, identifies the upsell, and generates a Customer Deposit for $50 in NetSuite, helping maintain accurate financial records.

Handling Returns for Older Orders

Retailers' return policies can vary, ranging from one to several months. To accommodate future returns, HotWax imports historical orders from Shopify. However, some retailers accept returns for orders placed over a year ago. If a retailer starts using HotWax Commerce within that year and lacks historical orders in the OMS, here’s how HotWax handles such cases:

1. Matching Shopify and NetSuite order IDs

• When return data is received from Loop, HotWax’s Integration Platform first checks the Shopify order ID in the OMS.

• If a corresponding NetSuite order ID is found, the return process proceeds without interruptions.

• The RMA is created in NetSuite and linked to the original sales order, maintaining consistency in data and workflows.

2. Fetching older orders from NetSuite

• In some cases, older orders may not be imported into the OMS, but the corresponding records still exist in NetSuite.

• When no matching NetSuite order ID is found in the OMS, HotWax’s Integration Platform runs a search query in NetSuite using the Shopify order ID to locate the original sales order details. Once the original sales order is retrieved from NetSuite, the necessary return details are synced. This step helps ensure that even older orders, which might not have been part of the initial OMS setup, are accurately linked with the RMA and processed.

Preventing Duplicate Return Syncs to NetSuite

HotWax Commerce OMS and NetSuite both need return order data but at different stages of the return lifecycle. NetSuite requires return data early in the process for return authorization and processing, so HotWax’s Integration Platform syncs return orders to NetSuite as soon as they are initiated. However, OMS only needs return data once the return is completed in Shopify, so it downloads completed returns from Shopify at a later stage.

Since NetSuite already has the return order data from the Integration Platform, syncing the same returns again from OMS would create duplicates. To prevent this, when downloading returns from Shopify, HotWax OMS reads the order notes added by Loop and tags the return order with LOOP_RETURN_CHANNEL. This return channel identifier allows OMS to recognize Loop-initiated returns and exclude them from syncing again, keeping NetSuite data clean.

POS Returns

Customers who live near a brick-and-mortar store or those who prefer to get instant refunds opt for returning their purchases directly in-store.

Scenarios where POS returns are accepted

• Buy In-Store Return In-Store (BISRIS): Customers return their in-store purchases to a nearby store location.

• Buy Online Return In-Store (BORIS): Customers directly return their online purchases to a nearby store location.

• Endless Aisle Return In-Store (EARIS): Customers return orders made through an endless aisle feature, such as items ordered in-store for home delivery, to a nearby store location.

Retailers we work with, use Shopify POS as their POS system, NetSuite as their ERP system, Loop as their RMS, and HotWax Commerce as their OMS. Some retailers initiate in-store returns using the Loop Returns POS App, while others opt to use their Shopify POS system. Let's see how these two approaches work:

Synchronizing POS Returns to NetSuite when returns are accepted on Shopify POS

By leveraging Shopify POS for in-store returns, store associates are not required to navigate through a separate interface. This returns management workflow involves downloading returns data, processing Item Receipt records, and creating Customer Refunds.

1. In-Store Return by Customer

Customers visit their preferred store to return a purchase, which may have been made in-store or online. Store associates search for the customer’s order ID, and once identified, they process the in-store return. Here’s how:

• Select the order item being returned.

• Specify the return reason.

• Process refunds to customers.

2. Import POS Returns in HotWax Commerce

A scheduled job in HotWax Commerce downloads the return data from Shopify POS. These returns are downloaded as Completed, and the payment is marked as Refunded in HotWax Commerce.

HotWax Commerce also restocks the returned inventory based on visibility into the specific location where the inventory was received.

3. Transform and Export Returns Data

A scheduled job in HotWax Commerce exports newly created POS returns and a job in HotWax’s Integration Platform imports and transforms this return data for NetSuite.

A scheduled job in the HotWax Commerce Integration Platform then generates a CSV file of the transformed POS returns data and places this file at an SFTP location.

4. Import POS Returns in NetSuite

A scheduled SuiteScript in NetSuite reads this CSV file from the SFTP location, triggering multiple actions:

• An RMA is created with the Pending Receipt status and linked to the original sales order.

• An Item Receipt record is generated, linked to the RMA, and inventory is automatically restocked at the store location where the returned item was received.

• Once the Item Receipt record is created, the RMA is automatically updated to Pending Refund status.

When customers return items in-store, the return request and receipt are processed simultaneously.

HotWax syncs all return data to NetSuite, enabling all subsequent actions, from RMA generation to customer refund creation, to progress sequentially and automatically in NetSuite. This process also helps maintain accurate GL accounting and posting, simplifying financial reconciliation.

Handling of Multiple Scenarios

When returning an item a customer can also opt to take the exchange item against it. The exchange item may be of higher value than the original item or may be of lesser value. Learn more about how HotWax commerce handles exchanges on an order.

Synchronizing POS Returns to NetSuite when returns are accepted on Loop POS

Loop Returns POS App provides an intuitive interface to create POS returns. When it comes to in-store returns, because customers return their order items directly at the store location, the receiving of the order item and the processing of refunds happen simultaneously.

Create Returns in Shopify and NetSuite

Once the POS returns are completed in Loop, it syncs them with both Shopify POS and NetSuite.

Loop creates returns in Shopify POS, marks the order item as returned and payment as refunded. Subsequently, the inventory is restocked against the received order item.

Loop with Novamodule also directly creates a Cash Sale return in NetSuite, marks the order item as returned, payment as refunded and generates item receipt records. Subsequently, the inventory is restocked against the created item receipt.

Import POS Returns in HotWax Commerce

A scheduled job in HotWax Commerce downloads these returns from Shopify POS, including the facility ID where the returned items are received. Subsequently, HotWax Commerce marks the item as returned and payment as refunded. If the restocking flag is enabled, HotWax Commerce also restocks the inventory based on the provided facility ID.

As POS returns are already synced to NetSuite by Loop, they are not synced again by HotWax commerce.

This guide shows you how to integrate HotWax Commerce with Iterable, a popular marketing automation platform for Shopify. This integration automates email notifications to improve your customers' experience.

HotWax Commerce handles order processing and fulfillment, while Iterable takes care of sending personalized email notifications. You can configure email flows within HotWax Commerce to trigger based on specific events, like an order being ready for pickup.

Follow the steps below to integrate with Iterable and start sending automated pickup notifications:

Connect HotWax Commerce and Iterable

To share any kind of information between these systems, they need to make a connection with each with the help of private access keys. An API key acts like a secure password, allowing authorized communication between HotWax Commerce and Iterable. Follow these steps to create one:

1. Log in to Iterable with your existing credentials.

2. Navigate to Your Project: Remember, API keys are project-specific. Ensure you're in the correct project for your HotWax connection.

3. Find API Keys: Look for the Integrations section in the main menu and hover over it. Select API Keys

Remember: Treat the API key like a password. Avoid sharing it and keep it confidential for secure communication between HotWax Commerce and Iterable.

Adding API Key in HotWax Commerce

Configure HotWax Commerce with Your Iterable API Key

Once you have your API key from Iterable, follow these steps to integrate it with HotWax Commerce:

1. Log in to HotWax Commerce: Access your HotWax Commerce platform at https://{instanceName}.io/webtools/control/EntityImport.

2. Import Configuration:

   • In the Complete XML document

XML Configuration

The XML information contains the following details:

Add Product Store Setting in HotWax Commerce

Setting up product store email settings in HotWax Commerce allows you to define which email information triggers automated messages for specific marketing automation platforms. For example, you can configure settings to send "Ready for Pickup" email data in the format of Iterable for a particular product store. Follow these steps to Add Product Store Setting:

1. Visit https://{instanceName}.io/webtools/control/EntityImport to access the Entity Import interface.

2. In the Complete XML document section, add the following XML information:

The XML information contains the following details

Add Preconfigured Data for the Ready for Pickup Email

Within Iterable, customized email templates are employed for Ready to Pickup notifications, where the content varies for each order. When a Ready to Pickup email needs to be dispatched, HotWax Commerce generates order-specific data and transfers it to Iterable. To enable this process, HotWax Commerce develops and updates individualized data templates for each order, facilitating accurate and personalized email notifications sent through Iterable.

This configuration data is sent for

To create the Ready for Pickup email data template in HotWax Commerce, the provided XML data file needs to be imported via the following link- https://{instanceName}.io/webtools/control/EntityImport

Here's the XML structure that generates the Ready for Pickup email data template in HotWax Commerce:

To use this template with Iterable, insert your workflow ID within the electronic text. To generate WorkFlow Id read this document .

Trigger Automated Ready to Pickup Emails with Iterable

Here's how to set up a workflow in Iterable to automatically send personalized "Ready to Pickup" emails to your customers when an order is ready for collection in HotWax Commerce.

1. Log in to Iterable: Access your Iterable account with your login credentials.

2. Design Your Email Template:

   1. Navigate to "Content" and click the "Templates" tab. Here, you can create a new template or use an existing one that aligns with "Ready to Pickup" notifications. (Guide for creating templates: [link])

By following these steps, you'll create an automated workflow in Iterable that triggers "Ready to Pickup" emails based on HotWax Commerce events. Save the workflow Id to use it in HotWax data, which help you send the ready for pickup email.

Run Service to send email from on Iterable

In HotWax Commerce, when orders are packed and ready for pickup, Iterable triggers an email to customers containing their specific details. Retailers need to run service or can create a new job which should be regularly scheduled on service sendReadyToPickupItemNotification to trigger the workflow. This step is essential for the effective initiation of the email communication process.

1. Access the Service List: Go to HotWax Commerce Service List through this link- https://<instanceName>.io/webtools/control/ServiceList

2. Locate sendReadyToPickupItemNotification Service: Find the service named sendReadyToPickupItemNotification within the Service List interface. Click on the sendReadyToPickupItemNotification

To ensure accurate email dispatch for this service, two essential parameters must be provided:

Introduction

Hotwax Commerce integrates with EasyPost to empower businesses, ranging from small enterprises to large corporations, with a streamlined shipping solution. This integration enables users to leverage the full capabilities of EasyPost, including rate shopping across a diverse range of carriers and real-time package tracking.

Authentication

Authentication and identification to the EasyPost API are accomplished by utilizing an API Key in every request. This API Key serves as your Basic Auth username, and no password is required. The authentication process ensures secure communication with the EasyPost API, and it is imperative to note the following details:

• Authentication Type: EasyPost employs API Key-based authentication for requests. Each request must include the API Key as the Basic Auth username. The absence of a valid API Key or the use of an incorrect key will result in authentication failure.

• Security Protocol: EasyPost mandates that all communication with the API is secured using TLS v1.2. Transport Layer Security (TLS) ensures the confidentiality and integrity of data exchanged between Hotwax Commerce and EasyPost, providing a secure environment for API interactions.

• HTTP Restrictions: Requests made over HTTP are not supported. It is crucial to utilize HTTPS for all communication with the EasyPost API. Any attempt to make requests over HTTP will result in failure.

By adhering to these authentication specifications, Hotwax Commerce ensures the secure and authenticated exchange of data with EasyPost. The API Key serves as the access credential, and the implementation of TLS v1.2 guarantees the confidentiality and integrity of the information transmitted during the integration process. Please refer to the following example to understand how to include the API Key in your requests:

Replace YOUR_API_KEY with the actual API Key provided by EasyPost for your integration. This authentication mechanism ensures a seamless and secure connection between Hotwax Commerce and the EasyPost API for shipping label generation.

APIs used

HotWax integrates with EasyPost using three key APIs, each serving a distinct purpose in the shipping label generation process.

Create a Shipment API

Purpose

Create Shipment API shares all detailed shipment information with EasyPost, including package dimensions, weight, origin, and destination. In return, the API offers competitive rates from multiple carriers. For added flexibility, users can specify preferred carriers and their corresponding credentials. The API also generates custom shipping labels with adjustable size and format options.

In case of international shipping:

Fulfilling international orders requires accurate customs information for generating shipping labels and obtaining customs documents. While HotWax stores product details, it lacks the essential HS Tariff number and Custom Signer information for customs purposes.

HotWax integrates with your ERP system, automatically fetching HS Tariff numbers for products during order fulfillment. This daily synchronization ensures readily available HS codes whenever new products are added. HotWax stores these retrieved HS Tariff numbers alongside existing Good identifications for each product.

Alongside, HS tariff number of the product, EasyPost also requires a custom_signer value during shipment creation to validate the request. HotWax retrieves the designated custom signer value assigned by retailer stored in system properties in OMS.

Once both HS Tariff numbers and custom signer information are available, HotWax constructs a streamlined create shipment API request to EasyPost and generate shipping label.

Method

POST

Request

Response

In response, Easy Post shares three types of rates, and in our integration, we're utilizing the rates found in the rate attribute for rate shopping. For further details about the rates, you can refer to documentation provided by Easy Post.

Buy a Shipment API

Purpose

The Buy a Shipment API is employed to share the rate ID of a specific shipment with EasyPost. This API facilitates the retrieval of a shipping label corresponding to the provided rate ID.

Method

POST

Endpoint

Request

Response

Refund a Shipment API

Purpose

The Refund a Shipment API is employed to void the shipping label generated for a specific shipment. This is useful in cases where a shipment needs to be canceled or rerouted.

Method

POST

Endpoint

Request

Response

These three APIs form the core of the integration, allowing HotWax to seamlessly create shipments, obtain rates, purchase shipping labels, and refund shipments as needed using EasyPost's extensive carrier network. Refer to the respective API documentation for detailed information on request and response parameters.

Error handling

Bad Request (HTTP 400)

• Description: The request was malformed or missing required parameters.

• Handling: Check your request parameters and ensure they comply with the API documentation.

Unauthorized (HTTP 401)

• Description: The request lacks proper authentication credentials or the provided credentials are invalid.

• Handling: Double-check your API key or authentication credentials.

Not Found (HTTP 404)

• Description: The requested resource could not be found.

• Handling: Review the API endpoint to ensure it is correct.

Server Error (HTTP 5xx)

• Description: The server encountered an internal error.

• Handling: Report the issue to the API provider. Retry the request later.

References

The integration of HotWax Commerce and Klaviyo streamlines the automated notification process for Shopify retailers. Klaviyo, a marketing automation platform among Shopify retailers, integrates with HotWax Commerce. This collaboration empowers retailers to manage e-commerce operations and utilize Klaviyo for automated, personalized notifications.

HotWax Commerce takes the lead in order processing and fulfillment, ensuring effective customer communication through Klaviyo emails. Retailers can configure various flows within HotWax Commerce to notify customers about order updates, such as changes in delivery dates or methods. Notably, the platform provides out-of-the-box Ready to Pickup email triggers, enabling retailers to inform customers when their orders are ready for pickup. These email flows are customizable to meet specific retailer preferences. This user guide focuses on setting up Ready to Pickup emails through Klaviyo, showcasing the flexibility to tailor email flows according to individual client requirements.

Follow the steps provided in this guide to integrate with Klaviyo, enabling automated email notifications and improving the pickup experience for your customers:

Generate API Key from Klaviyo

The API key is a secure passkey that validates and authorizes interactions between HotWax Commerce and Klaviyo. Follow these steps to generate API Key from Klaviyo:

1. Login to your Klaviyo account with your Klaviyo User Credentials.

2. Navigate to API Keys:

   • From the bottom left corner, click on Account

1. Generate the API Key:

   • Click on the Create button to generate your customized API key.

2. Copy and Store the Key:

Adding API Key in HotWax Commerce

After generating API keys in Klaviyo, it's crucial to integrate them into HotWax Commerce. This step ensures a secure and efficient connection between the platforms, facilitating streamlined communication and data exchange.

Set up API Key in HotWax Commerce:

1. Access the HotWax Commerce platform and navigate to: https://{instanceName}.io/webtools/control/EntityImport

2. In the Complete XML document section, add the below given XML information, replacing privateket in publicKey=Klaviyo-API-Key privateKey with the private key generated in Klaviyo:

The XML information contains the following details:

You can verify the newly added entity here- `https://{instanceName}.io/webtools/control/FindGeneric?entityName=SystemMessageRemote``.

Add Product Store Setting in HotWax Commerce

Setting up Product Store email settings in HotWax Commerce is crucial as it automates tailored communication, like the Ready for Pickup email for that product store. Follow these steps to Add Product Store Setting:

1. Visit https://{instanceName}.io/webtools/control/EntityImport to access the Entity Import interface.

2. In the Complete XML document section, add the following XML information:

The XML information contains the following details

Add Preconfigured Data for the "Ready for Pickup" Email

Within Klaviyo, customized email templates are employed for Ready to Pickup notifications, where the content varies for each order. When a Ready to Pickup email needs to be dispatched, HotWax Commerce generates order-specific data and transfers it to Klaviyo. To enable this process, HotWax Commerce develops and updates individualized data templates for each order, facilitating accurate and personalized email notifications sent through Klaviyo.

This configuration data is sent for

To create the Ready for Pickup email template in HotWax Commerce, the provided XML data file needs to be imported via the following link- https://{instanceName}.io/webtools/control/EntityImport

Here's the XML structure that generates the Ready for Pickup email template in HotWax Commerce:

Run Service to Create an Event on Klaviyo

In HotWax Commerce, when orders are packed and ready for pickup, Klaviyo triggers an email to customers containing their specific details. However, it's important to note that Klaviyo does not have a ready-to-pickup email event that can be triggered for action by default. Retailers need to run service named createKlaviyoEvent once before setting up the email flow in Klaviyo to ensure that this event is created in Klaviyo. This step is essential for the effective initiation of the email communication process.

1. Access the Service List: Go to HotWax Commerce Service List through this link- https://<instanceName>.io/webtools/control/ServiceList

2. Locate createKlaviyoEvent Service: Find the service named createKlaviyoEvent within the Service List interface. Click on the createKlaviyoEvent service to access its details.

To ensure accurate email dispatch for this service, two essential parameters must be provided:

Create a Flow on Klaviyo

Once you have configured the necessary settings and templates in HotWax Commerce, the next step is to create a corresponding flow and template email in Klaviyo to trigger the Ready for Pickup email of the retailer’s choice with the specific details for the customer. This feature focuses on Klaviyo's response when a specific trigger, such as the Ready for Pickup event in HotWax Commerce, occurs. It manages the generation and dispatch of tailored Ready for Pickup emails to customers via Klaviyo, initiated by specific actions, like clicking the Ready to Pick Up button within HotWax Commerce.

Follow these steps to create the email flow in Klaviyo:

1. Log in to Klaviyo: Access your Klaviyo account using your credentials.

2. Navigate to Flows: Once logged in, locate and click on the Flows tab within the Klaviyo dashboard. This section is where you manage automated workflows.

3. Create a New Flow: Click on the create flow

1. Customize Email Settings: Adjust the email settings, including the sender information, subject line, and the dynamic content that should be populated based on specific customer order details.

   • Ensure placeholders for dynamic data (such as customer names and order details) are correctly configured to pull the relevant information.

2. Test the Flow: Before activating the flow, utilize Klaviyo's testing tools to simulate the trigger event and ensure that the email is sent as expected.