Order Lookup

The HotWax Commerce Order Lookup page is designed for retailers who do not have Shopify POS. Store managers can use this page to help customers who inquire about their online orders while in the store. Store managers need to have a unified order visibility to quickly access accurate order details. Customers often have to contact customer service representatives (CSRs) to get information about their orders.

The Order Lookup Page enables seamless access to comprehensive order information. Store managers can search for orders using the order ID, customer's name, or product SKUs. Upon accessing the order details, store associates will be presented with information, including customer details, current order status, and a timeline tracking key order milestones such as creation, import, approval, and fulfillment.

The order detail page will display individual order items, ensuring store associates possess detailed information to effectively assist customers.

This feature helps store managers address customer inquiries about online orders without the need to contact customer service representatives (CSR), significantly reducing wait times.

Find Order Page

The Find Orders page within the Order Lookup page helps store managers access a list of all orders along with order details. These details include order items, order ID, order date, facility name, order status, shipping method, and customer name. Store associates can ascertain the current status of each order and determine the fulfillment facility.

  1. Navigate to the Launchpad

    • Within the Orders section, locate and select the "Fulfillment App".

    • In the Fulfillment App, within the Organization section, click on the "Order Lookup" option to view all orders irrespective of the facility and the channel.

  2. Search Orders

    • Store managers can search for orders using identifiers such as Order ID, Customer name, and SKU to quickly locate specific orders.

  3. Show Order Items

    • By enabling the toggle, store managers can see order item details such as product SKU, facility or parking, shipment method, and order item status.

  4. Sort Orders

    • This feature helps in prioritizing orders based on the newest and oldest orders. Click on the sort icon next to the show order items to sort orders from newest to oldest or vice versa.

Filter Orders

HotWax Commerce enables store managers to filter orders based on specific criteria, simplifying the analysis of particular order-specific subsets.

Select Filter Criteria

Use the filter options on the top right of the "Find Orders" page to apply filters by clicking on the hamburger menu. Filtering can be done based on Brand/Product Store, Facility, Order Status, Order Type, and Sales Channel. Store Managers will be able to apply these filters by checking the boxes for the desired filters.

A. Brand/Product Store Choose a specific Product Store from the checklist to filter orders by brand, enabling them to focus on orders related to a particular brand. Staff will only be able to view orders for product stores that they are linked to.

B. Order Type Categorize orders based on their types, such as ship-from-store orders, store pickup orders, or unfillable orders, aiding in the prioritization and management of different order categories.

C. Facility Select a Facility to narrow down the results to a specific location, allowing store managers to manage orders originating from a particular facility more efficiently.

D. Order Status Filter orders based on their current stage, including Created, Approved, Completed, or Canceled, providing them with the ability to view orders at different stages of processing.

E. Sales Channel Select a Sales channel from the dropdown menu to filter orders by a specific channel, such as web channel, POS channel, etc., enabling store managers to analyze orders originating from different sales channels separately.

F. Date Range Select a date range of the last 7 days, the last 30 days, or any custom range to view orders based on that selection. This helps store managers review and manage orders within a specific timeframe.

View Order Detail

Store managers need to oversee order processing, address customer inquiries, and ensure timely fulfillment. The Order Details page in the order lookup page provides all the necessary information at a glance, reducing the time spent searching for order-related data and allowing managers to focus on critical tasks. The order details help store managers identify the exact status of the order and the timeline of its fulfillment. Detailed information helps store managers to better assist customers.

Step-by-Step Usage Instructions

1. Search for the Order

  • Use the search bar or filters within the order lookup page to find the specific order you need to view.

  • Enter relevant information such as order ID, customer name, or date range to narrow down your search.

  • Efficient searching saves time and helps quickly locate the desired order.

2. Click on the Order

  • Once you find the order in the search results, click on it to open the Order Details page.

  • This action will direct you to a page with comprehensive details about the selected order.

3. View Customer Information

  • On the Order Details page, locate the section displaying customer information.

  • Here, you can view the customer’s name, address, and contact number.

  • This information is essential for communication and verification purposes.

4. Check Order Source

  • Store managers will have visibility into the order's origin, including the channel from which it originated and the associated brand.

  • Review the order origin section to see which channel the order originated from and the associated brand.

5. Access Payment Method Details

  • Find the payment method section to view information on how the customer paid, including the total payment value.

  • Identifying payment methods like Cash on Delivery (COD) is crucial for managing payment collection during fulfillment.

6. Review Order Identifications

  • Look at the Order Identifications section for key information such as:

    • Shopify Order ID (with a direct link to Shopify for more details).

    • Shopify Order Name.

    • HotWax Order ID.

  • These identifiers help in tracking and managing orders across different platforms.

7. Examine Additional Data

  • Check additional Meta fields, such as Customer ID, and Municipio code.

  • This information ensures compliance with regulatory requirements for order approval and brokering.

8. Inspect Order Item Information

  • Scroll down to see the complete list of items and ship groups within the order.

  • Detailed item information includes product identifiers, item prices, and fulfillment statuses.

  • Understanding item-level details helps in managing inventory and fulfillment processes.

9. Track the Order Timeline

  • View the Timeline section to see various order milestones:

    • Order Creation Time.

    • Import Time.

    • Approved for Fulfillment.

    • Order Completion Time.

  • Tracking these milestones provides insights into the order's progress and timelines.

10. Monitor Inventory Allocation

  • Look at the inventory allocation section to see when and from which store the inventory was allocated for the order.

  • Visibility into inventory helps in understanding stock levels and fulfillment locations, ensuring accurate information is provided to customers.

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