Introduction

HotWax Commerce’s Job Manager App enables you to view, schedule, and update job workflows running in the HotWax Commerce's Order Management System for operations related to orders, products, inventory and more.

Topics

To directly access the Job Manager application, click on the provided or navigate to the and locate it within the Workflow section.

This document outlines key pages and functions within the Launchpad.

Key items:

1. Home page

2. Application categories

3. Application instances

Scenario 1: Inventory Not Available

Orders won't be brokered if the inventory is not available or if the inventory is less than the brokering threshold set in the inventory rule. Ensuring accurate inventory levels and thresholds is essential for efficient order brokering and fulfillment.

A scheduled job has been running for a longer duration than expected (more than 15 minutes).

Step 1: Check the Job Queue Status

1. Go to .

In HotWax Commerce, all orders are initially marked as "Created" after being downloaded. Orders can be auto-approved using a scheduled job called Approve Orders, which checks the approval status of Shopify orders based on parameters set by Shopify merchants. The job runs at a default frequency of 30 minutes and approves orders once all necessary details and required references are established.

Clients may have varying approval processes, such as requiring customer IDs or payment verification tags. If the job is stuck in the "Created' status", it could be due to missing or incorrect order attributes.

Scenario 1: Missing Order Attribute

Orders may not get approved if essential attributes are missing. For instance, some clients may require specific information such as a customer ID or Municipio ID. If these attributes are missing, the approval job cannot verify and approve the order, causing it to remain in the 'Created' status. For detailed instructions on how to add missing order attributes, refer to our

When a Transfer Order (TO) is fulfilled, the Fulfillment section appears on the Transfer Order Details page. It lists every shipment for the TO, including shipment ID, tracking code, and status.

To view shipment details, select a shipment in the Fulfillment section. The Shipment Details card shows:

• Shipped date

• Shipping method

• Carrier

The Transfer Order Details page shows the status, facility assignments, shipping configuration, and item-level progress for a Transfer Order (TO).

TO overview

The top section displays the TO name and a status selector (Created, Approved, or Cancelled).

Origin facility and shipping info

The Origin card lists the facility name, address, carrier, and shipping method.

Destination facility

The Destination card lists the receiving facility name and address.

Timeline

A chronological log of events in the TO lifecycle, including creation and status changes.

Item details

Each item appears as a separate card with:

• Quantity ordered

• Quantity shipped

• Quantity received

Add items

Select Add item to Transfer to add products to an existing TO.

Item-level actions

Select the More (⋮) icon on an item card to access these actions:

• Edit order quantity: Update quantities if stock availability changes at the origin facility.

• Fulfill: Open the Fulfillment App to start fulfillment and monitor shipments.

• Receive: Open the Receiving App to start receiving and monitor receipt progress.

• Complete Item: Manually mark an item as completed when it needs to be closed out (for example, exceptions or partial transfers).

The Transfer Orders page opens when you sign in. It lists every Transfer Order (TO) and lets you quickly narrow results with search, filters, grouping, and sorting.

Search for a TO

1. Use the search bar at the top of the page.

2. Enter the TO name to filter the list in real time.

Filter TOs

Use filters in the Location or Fulfillment panel to refine the list.

1. Open the dropdown for the filter you need.

2. Choose a value; results update automatically.

Available filters:

• Product Store

• Origin

• Destination

• Method

Group TOs

Group TOs to review related orders together.

1. At the top of the page, open the Group By dropdown.

2. Select a grouping option.

3. Expand any card to view TOs and see ordered, shipped, and received quantities.

Grouping options:

• Order Item: Default view showing each TO with key details.

• Destination: Group by receiving facility with totals per destination.

• Destination and Product: Group by destination and item (e.g., Men’s Denim Jacket → Boston Store).

• Origin: Group by origin facility with totals per origin.

Sort by Created Date

Select the Created Date column header to toggle ascending or descending order.

Restock Returns for Online Orders

HotWax Commerce operates with a specific inventory management approach for restocking online returns. When inventory is returned on Shopify, it provides an option to enable the restock returned inventory flag. However, HotWax Commerce does not automatically increase the inventory count in its system even if the restocked return flag is enabled on Shopify. This is because HotWax Commerce lacks visibility into the specific location where the inventory is received. Instead, inventory is updated only when the updated inventory count is received from Warehouse Management Systems (WMS) or Enterprise Resource Planning (ERP) systems.

Restock Returns for In-Store Orders

Store associates can configure whether to accept the return of the product with or without restocking it, depending on the specific requirements set by the retailer. If the decision is to restock in-store order items immediately upon receipt, the inventory changes are updated in HotWax Commerce instantly. These inventory updates are then synced with Shopify through the Upload recent inventory change job from HotWax Commerce Job Manager app. To schedule the job follow these steps:

1. Log in to the HotWax Commerce Job Manager App from the launchpad.

2. Within the Job Manager app, go to the Inventory page.

3. Locate the Upload recent inventory change job within the more jobs section of the inventory page.

The Cycle Count App is designed to help organizations maintain accurate inventory by tracking, verifying, and reconciling stock levels. It supports different types of counts, including Directed Cycle Counts for selected items, and Hard Counts for comprehensive facility-wide inventory verification.

The app provides distinct views for Admins and Store Associates:

• Admin View: Allows reviewing, approving, or rejecting counts, managing variance thresholds, and helping maintain inventory accuracy across the system.

• : Enables associates to perform counts, record quantities, and submit them for review.

With built-in features like bulk actions, variance alerts, and timestamped tracking, the Cycle Count App keeps inventory accurate across your network.

Once a customer places an order for a pre-order item, the sales order is automatically allocated to the purchase order inventory on a first-in, first-out (FIFO) basis. This ensures that customers who place orders first receive their inventory first. However, there are instances when merchandisers need to manually manage these allocations, either due to errors or the need for reallocation. HotWax Commerce provides the flexibility for merchandisers to manually manage purchase orders through the following methods:

Review Allocations

In order to review associated sales orders for a selected item and get overview of the total quantity ordered and consumed ATP for that specific purchase order item, merchandisers can view all the sales orders associated with that purchase order through the following steps:

The Find Sales Order page in HotWax Commerce offers users a comprehensive listing of all orders, accompanied by essential order details including order items, order ID, order date, and customer information. Additionally, users can easily ascertain the current status of each order and identify the facility to which it is allocated. For enhanced order management, the page also displays promise dates and auto-cancel dates, ensuring timely fulfillment.

To streamline the search process, users have the option to search for orders using product identifiers on the search page. Moreover, filters such as product store, facility, and sales channel are available to further refine and manage the order list.

For seamless integration with external systems, users can export order data in CSV format, facilitating efficient order fulfillment processes across platforms.

HotWax Commerce offers the following features on the Sales Order Page:

Search Sales Orders

The Search Sales Order feature on the Sales Order page provides users with quick access to information regarding a specific Order Information. Users can search for Orders based on various identifiers such as Order ID, Customer name, SKU, etc. to get an instant overview of the order.

Step-by-Step Usage Instructions:

1. Navigate to the HotWax Commerce platform and log in with your credentials. The first page that opens up upon logging in is the Sales Order page.

2. Within the Sales Order Page, you'll find a search bar.

3. In the search bar, you can enter the identifier of the desired order you wish to locate.

4. Press the Enter

Filter Orders

HotWax Commerce allows users to sort through numerous orders based on different filter criteria. Enabling users to focus on specific subsets of orders, making it particularly valuable for those dealing with high order volume.

You can apply these filters to Sales Orders:

Filter Orders based on Queue

HotWax Commerce has different queues that act as a virtual facility to park the orders that are awaiting fulfillment. Users can view the orders in the queue to identify orders that currently do not have inventory allocated to them.

By filtering orders based on queues, users can focus on handling orders that require immediate attention or fall into the queue.

Users can also filter the orders that will be auto-canceled today to make sure such orders are prioritized.

Export Orders

Enables users to export all displayed sales orders into CSV using the Export CSV function. Once the filtered orders are displayed, Click on the Export CSV option to initiate the export process.

Challenge

Despite having 0 inventory in both HotWax Commerce and the Shopify store, the pre-order option is unavailable for a product. The root cause is the absence of proper linking between the product in HotWax Commerce and the Shopify store.

Description

HotWax Commerce encounters difficulties in showcasing products for pre-orders on the Shopify store when there is no linkage between the products in HotWax Commerce and the corresponding Shopify store. This issue commonly arises when a retailer manages the same product catalog across multiple Shopify stores.

Explanation

Products within Shopify

Retailers streamline their operations by employing a unified product catalog across multiple Shopify stores. Consequently, products obtain distinct internal IDs on each store, while retaining a consistent and unique identifier, typically the SKU. It's important to note that not all stores carry the entire product range; instead, a hierarchical structure is established with one store functioning as the master catalog and others as child catalogs, each tailored to specific product offerings. This approach facilitates efficient management and customization of product availability across diverse Shopify storefronts.

Products in HotWax

In instances where a common product catalog is employed across multiple Shopify stores, HotWax adopts a structured approach. It designates one specific Shopify store as the master catalog, responsible for comprehensive product information. The same set of products is then associated with other Shopify stores, considering them as child catalogs. To establish a connection with HotWax, a product must be initially configured in the parent store and subsequently linked to the corresponding child store. Failure to follow this setup process inhibits HotWax from establishing a connection with the Shopify store and transmitting updated product information. This systematic approach ensures a cohesive and organized integration between HotWax and the various Shopify stores within the shared product ecosystem.

Association in HotWax Commerce

Troubleshooting Steps

Step 1: Verify Product Association with the Shopify Store

1. Locate the Product in HotWax

   • Navigate to the within HotWax Commerce.

   • Open the Audit page and examine the Shop listing status card to check the stores to which the product is currently listed. If it's not linked to the desired store, proceed with the following steps:

Step 2: Link product to Shopify store

1. Access the Find Product Page

   • Visit the Find Product page:https://{instanceName}.hotwax.io/commerce/control/FindProduct.

   • Open the detailed page for the specific product.

2. Inspect the Shopify Shop Product Section

Step 3: Refresh products to reflect changes

1. Execute Jobs in the Job Manager App

   • Within the Job Manager app, initiate the following jobs: Auto refresh pre-order catalog and Sync variant details by searching them from the pipeline page.

2. Review products in Hotwax and Shopify

By following these steps meticulously, you ensure a seamless and accurate linking of products, ultimately improving the functionality of the pre-order option on the Shopify store.

Once a count has been submitted for review by the facility it was assigned to, it will be shown on the Pending Review page.

Search, Sort, and Filter Counts on Pending Review

These filters make it easier to prioritize which counts to review first, based on time and location.

• Facility, to check which locations have pending reviews

• Created Date, to review cycle counts created during a specific period.

Pending Review List View

The pending review list view shows how many of the assigned items have been counted as well as the due date of the count. Clicking on a count opens the detail page for it.

If the cycle count is submitted for the first time, a Submitted badge will appear. For counts with items that were recounted and re-submitted, a Re-submitted badge will indicate that the count was reassigned and resubmitted by the facility after a recount.

Pending Review Detail View

The detail page of a pending review cycle count is where items are finally accepted or rejected from a cycle count.

Overview

The overview section, similar to the Assigned page, shows a high-level readout of how the count performed and overall accuracy. The due date of a cycle count can still be adjusted if it needs to be assigned back to a facility with a new due date.

The Inventory Variance Threshold function helps reviewers quickly filter out cycle count results based on the percent variance recorded. Counts that pass the variance threshold will be filterable using the green threshold filter, and counts that fall below the threshold can be filtered out under the red threshold filter.

Admins can use the slider of the inventory threshold to get accept/reject suggestions accordingly.

Count Items

Each count item will show the following information:

• Counted: Represents the physically available sellable inventory counted at the facility for a given product. If an item is not counted, this information will not be shown on an item.

• Systemic: Represents the quantity on hand at the time when that particular count was submitted.

• Variance: Shows the difference between the expected and counted values if a count is submitted for an item.

• User

If no count has been submitted for an item, a red badge labeled Not Counted will be displayed along with the date that this product was last counted.

Actions

Every count item has three options that the reviewer must select from. When a count is closed, all items where no action was performed will be rejected by default to ensure that they do not impact inventory.

• Accept: Accepting a count commits the variance submitted by that count to the OMS’s actual inventory and also becomes available to be synced to external systems as cycle counts or inventory adjustments. Click the green thumbs-up button to accept a count.

• Recount: When variances reported in a count are outside of acceptable limits and a recount by the store is required, click on the yellow recount button. This will reject the current count and add the same item back into the count so that when the count is reassigned to the facility, the product is available to be counted again.

• Reject: Rejecting an item discards a submitted count, ensuring that it does not impact OMS inventory levels. clicking on the red thumbs-down button rejects the cycle count for the items.

Suggested Actions

Based on the variance threshold selected, suggested actions will be highlighted with an outline. Admins can use the slider of the inventory threshold to accept/reject suggestions accordingly.

Items with variances within acceptable tolerances will be suggested by the system to be accepted, and items below acceptable tolerance will be suggested for recount or rejection. Items that were not counted at all will be suggested for recount.

Bulk Actions

Select multiple items by clicking on the checkbox at the end of an item and clicking on the desired bulk action in the bottom toolbar. All items can be selected or unselected by clicking on the checkbox in the top toolbar. Retailers can also switch the green or red threshold tabs to accept/reject items in bulk.

Add Item

If an item needs to be added to a count before being reassigned to a facility for a recount, click on the add toolbar at the top of the screen, search for the product using the product identifier, and click on Add to Count to add the product.

All the newly added items and the items sent for recount will need to be reassigned to the facility. Click on the re-assign button in the overview section to reassign the inventory count to the facility.

Close a count

To close a count, click on the primary action button at the bottom of the screen. This will prompt you to confirm that the current count is ready to close. All open count items from the count will be rejected and the count will no longer be editable. Closed counts are shown on the Closed page.

The Creating In-Store Returns feature in HotWax Commerce addresses challenges for retailers selling products across multiple channels. In the absence of online order information in POS systems, in-store returns can become complex. HotWax Commerce, an Omnichannel Order Management system, resolves this by maintaining records of online orders from e-commerce platforms, ensuring efficient in-store return processes on the HotWax Commerce platform, and improving workflow for store associates.

How to Create In-Store Returns

Steps to Upload a CSV File:

1. Go to the Import App Inventory page and select your import method.

2. Click the info icon in the top-right to download the sample CSV template.

HotWax Commerce aids in automating pre-order and back-order management by leveraging purchase orders. This automation includes the automatic listing and de-listing of products which is particularly beneficial for retailers who have large purchase order catalogs.

Purchase orders (POs) provide crucial details about item specifics and upcoming inventory arrivals. Retailers can integrate their ERP systems with HotWax Commerce to synchronize purchase orders automatically or utilize the Import App to manually import purchase order CSV files.

To know how you can manage your purchase orders from your ERP system like NetSuite, please refer to the . For users who want to import their purchase orders manually, HotWax Commerce’s Import app simplifies the process of importing purchase orders and their inventory into HotWax Commerce. Here’s how retailers can upload purchase orders using the Import App:

Challenge

Unavailability of Pre-Order Option for a product on Shopify Store Despite 0 Inventory and Linkage to HotWax Commerce

Description

Use the Transfers App to create a Transfer Order (TO) and move inventory between facilities.

Create a new TO

1. Select the Add (+) icon.

Once the Purchase order has successfully been uploaded to HotWax Commerce, Merchandisers can view the purchase orders via the Find Purchase Order Page. This can be done by clicking on Procurement > Purchase Orders from the HotWax Commerce’s Hamburger menu.

The Find Purchase Orders page showcases the following details:

• Consolidated View: Offers a comprehensive display of all upcoming purchase orders and their individual items.

The import returns feature in HotWax Commerce streamlines the return management process for retailers using Shopify. Returns, whether initiated by customers or customer service representatives (CSRs), are a common aspect of eCommerce. Retailers often leverage third-party return management apps to handle returns efficiently. However, HotWax Commerce doesn't function as a Return Management System; instead, it integrates with Shopify to import the returns.

HotWax Commerce downloads return data once the return process is completed in Shopify, and this information is then transmitted to ERP systems for financial and accounting purposes. The integration avoids the need for direct links between ERP and Return Management Systems.

Here's how returns can be imported from Shopify to HotWax Commerce:

1. log in to the HotWax Commerce Job Manager App from the launchpad.

The Bulk Import functionality of HotWax Commerce’s Cycle Count App is designed to simplify the process of creating and assigning cycle counts for multiple products across multiple facilities. It allows users to create multiple cycle counts using a CSV upload which eliminates the need to create individual requests for each product or location.

This reduces manual effort, minimizes errors, and enhances operational efficiency, especially for retailers with large store networks.

This guide explains how to create cycle counts in bulk

Preparing the CSV File

The template of the CSV file is as follows:

HotWax Commerce’s Cycle Count App accepts five key fields:

1. Count_Name: The name of the inventory count.

   • This is a required field.

   • If multiple SKUs are part of the same count, repeat the count name.

   • For example, if the user is naming a count "WEEK_3", it should be repeated for each SKU in that count.

Steps to Create Cycle Counts in Bulk

1. Accessing the Cycle Count App

• Navigate to the Cycle Count App from the HotWax Commerce's launchpad.

• Log in using credentials.

2. Uploading the CSV file

• In the bottom right corner of the draft page, click the + button to initiate a new count.

• Two icons appear; Select the icon with multiple pages for a bulk import.

• On the Draft Bulk modal, click on the Upload button on the top-right to import the prepared CSV file.

3. Mapping custom CSV fields to the systemic fields

• Click the dropdown next to "Count name" and select your custom field for the count name.

• Repeat previous step for the other fields (Product SKU, Facility, Status, Due Date).

4. Confirm and Upload

• After mapping the fields, click the Upload button on the bottom of the screen.

• Confirm the upload in the popup window.

5. Review uploaded files

• Once uploaded, the file will appear at the bottom of the Draft bulk screen which can be downloaded.

• The files will be processed within 10 minutes of the upload.

6. Canceling Uploaded Counts

• If the uploads have not been processed, users can cancel them by clicking the trash-bin icon next to the file.

Business Overview

This document presents a case study of a Canada-based online retailer operating a central warehouse and multiple retail stores, with shipping capabilities extending to the USA. The retailer focuses on optimizing logistics to improve delivery speed, reduce operational costs, and enhance inventory management. This guide explores how businesses with similar models can leverage an advanced order routing system to achieve these goals.

Pipeline page

Provides a holistic view of all jobs, including their status, scheduled time, and execution details.

Characteristics

Chronological sequence for prioritized execution

Jobs are displayed in chronological sequence, ensuring that jobs with the closest expiration time are prioritized for execution.

Timeline Visualization for Clear Execution Scheduling

A highlighted time frame clearly depicts the job's runtime and scheduled frequency, providing a visual representation of the job's execution timeline.

On-the-fly Editing for Dynamic Job Management

Users can seamlessly skip, cancel, edit, or reschedule any pending jobs before they start running. This flexibility allows users to adapt to changing requirements and optimize job execution based on real-time needs.

This document aims to provide detailed troubleshooting steps for resolving issues related to order brokering in HotWax Commerce. The goal is to ensure smooth operation of the brokering engine, proper scheduling, and correct configuration of inventory rules, order batches, and facilities.

HotWax Commerce Order Brokering is a critical function that ensures orders are routed correctly based on predefined rules and schedules. Issues with order brokering can result in delays, incorrect order routing, and inventory mismanagement. This document will guide users through diagnosing and resolving common issues encountered during the brokering process.

HotWax Commerce’s Pre-order Solution empowers retailers to maximize revenue potential and operational efficiency. With intuitive applications and workflows, managing Pre-orders becomes straightforward.

Our solution enables retailers to sell inventory at full price before arrival, reducing end-of-season markdowns and securing increased revenues. By handling mixed cart orders, allocating inventory for online and physical stores, and facilitating Pre-order fulfillment without risking overselling, HotWax Commerce simplifies the entire Pre-order process.

HotWax Commerce offers solutions for two distinct types of return managemnet: Importing Returns from Shopify and Creating In-Store Returns.

1. Import Returns from Shopify:

In the context of Mail Returns, customers or the Customer Service Representative (CSR) team can initiate return requests via email or phone calls.

• Shopify retailers typically employ third-party return management apps for efficient return handling.

• HotWax Commerce, while not functioning as a dedicated Return Management System, integrates with Shopify. It downloads return data post-completion, transmitting the information to ERP systems for financial and accounting purposes. This integration is facilitated without the need for direct links between ERP and Return Management Systems, showcasing HotWax Commerce's innate capabilities for data transfer.

1. In-Store Returns:

• Shopify retailers utilizing Shopify POS can efficiently create and manage in-store returns for online orders directly through the POS system. Returns for these orders is also imported from SHopify

• For retailers on non-Shopify POS systems, HotWax Commerce steps in to provide essential tools and functionality for creating and managing returns effectively within the platform.

This approach ensures that retailers using HotWax Commerce have a comprehensive and flexible system for handling returns, whether initiated by customers through various channels or managed within the HotWax Commerce platform itself.

In this document we will provide descriptions of some imaginary retailers we work with and their unique order routing, brokering, and fulfillment strategies. Each retailer has specific business needs, and this page will guide you through configuring rules tailored to meet those requirements.

Close Counts Details

The Closed counts page gives a review of all counts that have been closed. This page is helpful for getting an overview of how cycle counts have been performing.

The top of the page has two metrics:

Counts closed: Number of counts that have been closed in the selected time range.

Average variance: The average variance presents an overall measure of how accurate inventory has been across all recently closed cycle counts.

The Closed count list shows the name and ID of the cycle count along with the facility from which it is completed and the date on which the cycle count is closed. Admins can also see the item count details such as how many items were available in the count and how many of them were counted. the rejected inventory counts and the total inventory variance are also visible for admins to easily identify the count with major inaccuracies.

Search, Sort and Filter Closed Counts

The Closed counts page includes all standard search and sort options, but adds a few specific filters to support retrospective analysis. Admins can filter by:

• Facility, to view closed counts from a certain location

• Created Date, to check when a count was initiated

• Closed Date, to focus on when it was completed (with After/Before options)

This is especially useful during audits or reporting when time-based filtering is key.

Access the Detailed View of a Closed Count

The Closed counts details page displays item-level information including counted quantity, system quantity, variance, and item status (accepted or rejected) of each item. The page also displays overall progress and total variance in the cycle count.

Export Cycle Count Details

To get a detailed view of recently closed counts, use the export function available at the right bottom and save counts offline in a CSV format that can be opened in all common spreadsheet tools.

Configurable export options: Commonly referenced values can be configured during export to help make reporting easier.

Facility

• Internal ID

• External ID

Primary/Secondary Product ID

• Internal ID

• Internal Name

• SKU

• UPC

Line Status

• Accepted

• Rejected

When importing the Count ID, facility and Internal ID are mandatory fields, while individual columns can also be selected to be included in the export, but all fields are selected by default. The following columns are available to export:

Question

Why does the order status on the "Find Order" page show as "created" even though the order is already approved?

Reason

This discrepancy is likely due to an issue with Solr indexing, which can occur if the Solr instance was down when the order status was updated.

Solution

To resolve this issue, follow these steps:

1. Reindex the order by going to the order detail page and clicking the reindex button just below the order ID.

2. Verify that the order status has been correctly updated on the find order page in the OMS.

The table below defines all the parameters used in the job configuration.

Objective

This document aims to provide a clear, concise, and solution-focused guide to diagnose and resolve issues related to order import duplications in HotWax Commerce. The desired outcome is to ensure the successful and error-free import of orders, avoiding duplicate jobs and ensuring smooth operations.

Context

Initial load page

Displays the jobs for initial OMS setup to import all products and orders.​

Characteristics

One time ExecutionThese jobs are executed only once during the initial setup and rarely during instance redeployments.

Product and Order Importation

Facilitate the importation of all products and orders from the eCommerce platform for the initial instance setup.

Shopify retailers can capture additional crucial order details through metafields. When HotWax Commerce enters a retailer’s Shopify ecosystem, it becomes the source of truth for all order-related information.

HotWax Commerce stores these metafields as order attributes enabling Shopify retailers to conveniently provide necessary order information to accounting systems for accurate financial reporting. For example, customer identification CustomerID and designated delivery location Municipio are crucial attributes for one of our clients.

If orders do not have all valid order attributes, the orders remain in “created” status and these orders can not proceed with the fulfillment process. By using the , you can find out which orders have a missing order attribute.

Bulk edit page

Displays configurations to schedule jobs in bulk.

Characteristics

The Store Permissions tab allows you to configure specific settings that control how store associates interact with inventory data during counting. It includes two primary cards: Quantity on Hand and Force Scan.

Quantity on Hand Card

The Quantity on Hand card includes a toggle for Show Systemic Inventory:

• When enabled, the system displays the current systemic inventory, showing the expected physical quantities at each location during inventory counting.

• When disabled, the systemic inventory values are hidden from store associates, ensuring they only see their manually counted inventory quantities.

Force Scan Card

The Force Scan card includes a toggle for Required Barcode Scanning:

• When enabled, store associates are required to scan inventory barcodes in order to count inventory. Manual entry of inventory quantities is restricted to prevent errors.

Additionally, the Barcode Identifier dropdown allows the selection of the identifier used for barcode scanning:

• If the selected identifier is unavailable, the system will default to using the Internal Name for scanning, ensuring the process remains smooth.

Auto-Cancellation

Managing inventory and order fulfillment is a critical aspect of retail operations. However, sometimes items may be unavailable across all facilities. In such cases, retailers can use the Auto-Cancel Date Management feature, which provides them with the ability to automate the cancellation of orders that cannot be fulfilled due to inventory shortages within the desired frame. This feature helps retailers avoid operational delays and improve customer satisfaction by ensuring orders do not remain in limbo indefinitely. When an item is marked unfillable after a failed brokering attempt, users can set or modify an auto-cancel date, streamlining the process of handling these unfillable orders. For example, an e-commerce order can have a 5-day auto-cancel period, while SendSale orders may not have any auto-cancellations, allowing flexibility based on business rules.

Step-by-Step Usage Instructions

1. Access the Order Routing App

• Navigate to: Launchpad > App. This is where you configure brokering runs and set up auto-cancellation rules for unfillable orders. Inventory managers or fulfillment team members typically use this to manage order fulfillment and brokering logic.

2. Select the Brokering Run

• Choose the brokering run for which you want to set an auto-cancellation date. Different brokering runs may handle various fulfillment strategies for example unfillable order brokering runs may be different from regular runs, so selecting the right run ensures the proper application of auto-cancellation rules.

3. Select the Order Batch

• Within the selected brokering run, choose the relevant order batch. Retailers may want to set different auto-cancellation rules for standard orders versus expedited orders. This step allows for customizing rules based on order priorities and fulfillment types.

4. Navigate to the Last Inventory Rule

• Inside the chosen order batch, scroll down and select the last inventory rule. This rule is designed to handle scenarios where the item is unavailable across all facilities, triggering the need for auto-cancellation or alternative handling options.

5. Set the Auto-Cancel Date

• Go to the "Unavailable Item" card and add the desired auto-cancel date in the Auto-Cancel Date chip. This defines the time frame (e.g., 5 days) for holding the unfillable item before it is automatically canceled.

• You can move the item to unfillable parking for the item with unavailable inventory so that it can be easily differentiated with the regular orders.

Removing Auto-Cancellations

• If the inventory for an unfillable item is expected to arrive soon or if the order needs to be held longer, you can remove the auto-cancel date.

  1. Navigate to the "Unavailable Item" Card in the relevant inventory rule within the Order Batch

  2. Clear the Auto-Cancel Date: Use the Clear Auto-Cancel Date toggle to remove the previously set date. This prevents the item from being automatically canceled.

Using these options, you can control when and how unfillable orders are managed, ensuring better coordination and reduced chances of unnecessary order cancellations.

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Monitoring Unfillable Orders

• Regularly monitor the Unfillable Report, which highlights orders in unfillable parking with an auto-cancel date. This report helps ensure that unfillable items are correctly scheduled for cancellation and allows you to adjust or clear the auto-cancel date if needed.

Auto-Cancellation Job

• When the auto-cancel date is reached, the system automatically runs the autocancelorderitems job at midnight. This job cancels any unfillable items and logs the cancellation reason as "auto-cancellation," ensuring timely order resolution and preventing delays in the process.

Objective

This document provides a comprehensive guide to diagnose and resolve synchronization issues related to order import errors caused by special characters in notes and incorrectly formatted email fields.

Common Scenarios

1. Order import fails in HotWax Commerce OMS due to special characters in the "Note" field. Such as 🌟 👍 😊 or miscellaneous characters.

2. Order import fails in HotWax Commerce OMS due to incorrectly formatted email addresses. Such as name#example.com or name@#example.com, etc.

Common Error Messages:

• "Rollback called in Entity Engine SQLProcessor java.lang.Exception"

• "E-mail address not formatted correctly, must be like: name@domain"

Step-by-Step Troubleshooting Process

Verify If Issue Exists

1. Access OMS:

   • Navigate to HotWax Commerce OMS and log in with your user credentials.

   • Go to the MDM page from the hamburger menu and click on EXIM > MDM > Shopify order mdm.

Diagnose the Issue

1. Identify Failed Order:

   • Find the order that failed to import by looking at the error messages in OMS.

2. Download JSON File:

   • Append /json

Resolve the Issue

1. Remove Special Characters and Correct Email Format:

   • Edit the JSON file to remove any special characters from the note field.

   • Correct the email address to adhere to the standard format.

2. Save Edited JSON:

By following these detailed steps, you can effectively troubleshoot and resolve synchronization issues between HotWax Commerce and Shopify, ensuring a smooth and error-free order import process.

This troubleshooting guide aims to address issues where orders remain stuck in the fulfillment app even after completion or incorrectly appear as created on the find sales orders page when they are completed or approved.

Issue Scenario

HotWax Commerce utilizes Solr, an open-source enterprise-search platform, to index product orders and other data within its system. The order details page retrieves data directly from the database, while the find order detail page relies on Solr for rapid data retrieval. Solr inconsistencies can lead to discrepancies in displayed information across these pages and apps.

Troubleshooting Steps

1. Resolving Order Status Discrepancies

• If an order remains in the created or approved status on the find sales orders page, while it's marked as completed in the OMS:

  • Navigate to the order details page and click on the reindex button located near the top of the page, next to the refresh button. This action will index the order correctly.

  • If the issue persists, follow these steps:

For more details, kindly refer to this .

2. Correctly Indexing Orders on the "Find Order Details" Page

• Navigate to the Find Order Details page where you can manage order indexing.

• Click the Create Order Index button to initiate the indexing process.

• A modal window will appear. Enter the order ID associated with the order you want to index.

3. Addressing Fulfillment Issues

• Click the Create OISGIR Index button if an order is encountering fulfillment difficulties.

• In the modal window that appears, enter the order ID associated with the order facing fulfillment issues.

• Once the order ID is entered, click the Create OISGIR Index button. Providing only the order ID is sufficient to generate its index; filling out all fields is not necessary.

The Soft Allocation Workflow establishes a seamless integration between Shopify and HotWax Commerce, facilitating the efficient handling of orders with soft-allocated items. By configuring a customized Shopify Flow, triggered upon order creation, and tagged with specific criteria, this workflow ensures that orders are appropriately marked with the necessary identifiers before being imported into HotWax. This tag, denoted as HC_PRE_SELECTED_FAC, serves as a key element in the subsequent fulfillment process. The OMS is configured to recognize this tag and automatically allocate the associated items to the pre-selected facility, streamlining the fulfillment of orders with soft-allocated items. Additionally, the workflow incorporates essential product store settings in both Shopify and the OMS to further enhance accuracy and ensure a smooth, automated fulfillment process.

Soft Allocation Workflow Configuration

Shopify Configuration

To implement a Shopify Flow tailored to the specific requirement of tagging orders with soft-allocated items, follow this comprehensive guide:

1. Create a New Shopify Workflow:

• Navigate to Settings > Apps and sales channels in your Shopify admin.

• Select the .

• Click "Open app."

• Create a new workflow by clicking "Create workflow."

2. Set Trigger to Order Created:

• Choose the trigger "Order Created" to initiate the workflow when an order is created in Shopify.

3. Add Tag on Orders with Soft Allocated Items:

• Select Condition to establish criteria that must be met before any actions can proceed.

• Set the condition to:

  1. Select orders > line items > Custom Attributes > Key.

  2. Input hcShippingFacility

By following these steps, you'll create a specialized workflow that seamlessly tags orders with soft-allocated items, ensuring a smooth integration with HotWax.

OMS Configuration

1. Set Product Store Settings:

• Go to the Hamburger Menu in OMS.

• Navigate to Settings > Store to open the Product Store page for your dedicated store > Store Settings section.

• Click "Add" and select the setting from the dropdown: Preselected facility for same day shipping. Input the value with the same tag added in Shopify HC_PRE_SELECTED_FAC. This setting ensures that orders imported with this tag have their line items checked for pre-selected facilities to fulfill them.

By following these steps in both Shopify and OMS, you establish a seamless Soft Allocation flow, ensuring accurate fulfillment based on specified criteria.

Order cancellations are a common occurrence in online retail. If a merchant is using both Shopify and HotWax Commerce, cancellations can happen in two ways:

1. Cancellations made in Shopify and updated in HotWax Commerce.

2. Cancellations made in HotWax Commerce and updated in Shopify.

HotWax Commerce recommends canceling orders on Shopify and then updating them on HotWax Commerce, following the same process as used for order creation. This approach ensures that cancellations are handled consistently by both customers and the customer service team. In special cases, such as auto cancellations and mass pre-order cancellations, Shopify retailers can use HotWax Commerce to cancel orders and update them on Shopify.

Order Cancellation on Shopify

HotWax Commerce can import cancellation updates in two cases:

Full Order Cancellations

When customers request order cancellations from Shopify or CSR teams cancel orders due to suspected fraudulent orders, they can cancel the entire order through the following steps:

• Go to the order page on Shopify.

• Select the desired order.

• Click on More Actions and choose Cancel Order.

To sync cancellation updates from Shopify to HotWax Commerce, there are two options available: webhooks and batch jobs. By subscribing to the Canceled Order webhook, customers can cancel orders in real-time. However, it should be noted that Shopify webhooks may only sometimes be reliable. Therefore, it is recommended to schedule the Canceled Order Job. The canceled order job can be scheduled from the HotWax Commerce Job Manager App.

1. Navigate to the Order section in the job manager app.

2. Open the job card titled Canceled Order.

3. Select the order run time and schedule.

4. Save the Changes, this will schedule the job to import the canceled orders.

Partial Order Cancellations

When customers request to remove any item from the order or the CSR team cancels the ordered item due to inventory variance, they can partially cancel the order through the following steps:

• Access the order page on Shopify.

• Choose the Edit option.

• Adjust the quantity or remove the specific item(s) to be canceled.

For partial cancellations, the order status in Shopify does not change, only the last updated date for the order changes. HotWax Commerce partially cancels the order through the following steps:

1. Navigate to the Order section in the job manager app.

2. Open the job card titled Canceled Item.

3. Select the order run time and schedule.

4. Save the Changes, this will schedule the job to import the canceled items.

For more details on how canceled orders are imported, refer to the Shopify-HotWax Commerce Integration document.

Order Cancellation in HotWax Commerce

Order Cancellation of Non-Brokered Items

Cancellation of an order can have a different nature on OMS. If an order is not brokered, when it's still in the created or approved status but not brokered yet, the order will be marked as canceled on the sales order dashboard of HotWax Commerce. This ensures that the canceled order is properly measured and since the order is not allocated to any store, there would be no changes in the store ATP, only the brokering queue inventory is released.

Order Cancellation of Brokered Items

If an order is brokered for fulfillment to the facility and gets canceled on Shopify, the Fulfillment app will show the impact regardless of whether the job is Open, In Progress, or Completed status. The canceled orders will be automatically removed from the Fulfillment app so that store associates can identify that no further operation needs to be done to fulfill the orders. The ATP of the canceled orders items will increase both for the store and online ATP computation.

If the order is packed, the CSR team should verify with the fulfillment team that the order needs to be unpacked and has been canceled. This ensures that the order is not shipped to the customer.

Partial Cancellation in HotWax Commerce

When Partial order cancellation happens in HotWax commerce, the order item is removed from the fulfillment app, and its inventory is corrected similarly to complete order cancellation. The order status will remain as per the other items, such as created, approved, or completed, only the order item status is changed to canceled which can be visible on the order details page against the line item which is canceled.

Troubleshooting Use Case

Issue 1: New or existing products do not appear as pre-orders or backorders

Possible Causes:

• Item does not exist in the system

• PO status is canceled

• Item has Inventory in the system

Resolution Steps:

1. Status of PO items must be created or approved, ensuring canceled PO items are not considered for Pre-Order.

2. The promise date of a PO item must be in the future, guaranteeing that purchase order items will arrive in the future, not from an old PO.

3. The current inventory of the item must be 0, indicating it's out of stock and qualified for Pre-Order or backorder.

4. If the 'isNewProduct' field of a PO is marked as “yes”, it’s identified as a Pre-Order product; if marked “no”, it's categorized as a backorder product.

Products from purchase orders that don't meet these criteria won't be listed in HotWax Commerce's pre-order catalog. It's important to ensure that purchase order items adhere to these criteria for accurate listing.

Issue 2: Products are not removed from the pre-order or backorder category

Resolution Steps:

1. Ensure all future inventory of pre-orders is received.

2. Ensure the Purchase Order status changes to “Canceled” or “Completed”.

3. Ensure the Purchase Order arrival date (promised fulfillment date) has passed.

4. There is no Return for any pre-order or backorder.

Troubleshooting Use Case

Issue 1: The product is not updated as a pre-order or a backorder at Shopify and PDP

Possible Causes:

1. PO status is canceled

2. PO has a past expected delivery date.

3. Items have available inventory in the system.

4. The generated file is not processed by Shopify and is lying unread at the specified SFTP location

Resolution Steps:

1. Status of PO items must be created or approved, ensuring canceled PO items are not considered for Pre-Order.

2. The promise date of a PO item must be in the future, guaranteeing that the purchase order item will arrive in the future, not from an old PO.

3. The current inventory of the item must be 0, indicating it's out of stock and qualified for Pre-Order or backorder.

4. If the 'isNewProduct' field of a PO is marked as “yes”, it’s identified as a Pre-Order product; if marked “no”, it's categorized as a backorder product.

Troubleshooting Use Case

Issue 1: The promise date of the Product is not updated on Shopify PDP

Possible Causes:

1. PO status is canceled

2. Item does not exist anymore in the pre-order or backorder category.

3. Item has Inventory in the system.

4. The generated file is not processed by Shopify and is lying unread at specified SFTP location

Resolution Steps:

1. Status of PO items must be created or approved.

2. The promise date of a PO item must be in the future.

3. Ensure the current inventory of the item must be 0.

4. Ensure that the file is processed by Shopify from the SFTP location

Products from purchase orders that don't meet these criteria won't be listed in Shopify’s pre-order catalog. Contact the Shopify team if your product is still not listed on Shopify.

When an order fails to import from Shopify to HotWax, it typically does not appear in the OMS, and an error is logged in the EXIM Import record for Shopify orders in HotWax Commerce. Several factors can contribute to these errors, such as incompatibility of exported data, API endpoint issues, or the absence of required meta fields during order processing. A report titled The Shopify Order Import Error Report details these failures, outlining specific errors generated by the system. These errors can usually be resolved by the following steps:

Scenarios and Steps to Resolve

Verification: Check if the order is available in HotWax Commerce

• Navigate to OMS: Log in to OMS.

• Check Order: Search the order on the OMS find order page to verify if the order is already available in OMS.

Scenario 1: Order Not Available in OMS

Step 1: Re-import the Order by ID in OMS

1. Log in to OMS: Use your username and password to log in to Hotwax Commerce OMS.

2. Navigate to the Import Section:

   • Go to MDM > EXIM in from the hamburger menu.

Scenario 2: Order Fails to Import After Re-import Attempt

1. If the order still fails to import, troubleshoot the import failure by checking the error logs in the EXIM Import record for detailed errors. Some possible failure reasons are:

   • Connection timeout.

   • Transaction is empty.

Scenario: The Brokering Engine Won't Run Due to Incorrect Scheduling

The brokering engine relies on correctly scheduled runs to process and route orders. If the scheduling is incorrect, the engine won't execute, leading to unprocessed orders and potential delays in order fulfillment.

Resolution Steps

1. Verify Brokering Schedule

   1. Navigate to the Order Routing App.

   2. Click on the Brokering Run card you would like to run for routing.

   3. Verify the run time and the frequency to ensure they are set correctly.

Read our user manual to learn more

Example

Incorrect Scheduling: If the brokering run is set to execute at 3:00 PM daily but needs to run every hour, adjust the frequency to "Hourly" in the Brokering Run settings.

Objective

If you observe that a process is not functioning correctly in Hotwax Commerce, for example, if orders are not being synchronized, this issue often stems from either the job not being scheduled at all or being incorrectly scheduled. Ensuring proper job scheduling is crucial to maintaining the smooth operation of processes like order synchronization within Hotwax Commerce. This document aims to provide a structured approach for identifying and resolving synchronization issues between HotWax Commerce and external systems due to job scheduling errors.

Objective

This document provides a detailed guide to diagnose and resolve the exceptions caused by duplicated jobs in HotWax Commerce, which can lead to data duplication, data redundancy, and system performance issues. The goal is to ensure smooth job execution and accurate data management.

Common Scenarios

Hard counts are used for large-scale inventory checks, such as year-end stock takes. Unlike regular cycle counts, hard counts require stores to count every item in stock, with no exclusions. The goal is to gain an accurate and comprehensive understanding of a store's inventory across the entire company.

Initiating the Hard Count

1. Click the plus button located at the bottom right of the page. This will open a list for creating different types of counts.

HotWax Commerce provides a unified view of inventory by seamlessly connecting with various technology systems used by retailers, including Enterprise Resource Planning (ERP), Point of Sale (POS), and Warehouse Management Systems (WMS). HotWax Commerce ensures that inventory updates from all these systems are synchronized to support various business scenarios. HotWax Commerce determines the "Available to Promise (ATP)" or the amount of inventory that can be sold and then sends it to e-commerce channels. This makes HotWax Commerce the ultimate authority on inventory availability. Users can see both consolidated ATP and facility-wise ATP by clicking on the total ATP count.

Managing cycle counts requires a lot of manual communication, especially for merchants with a large inventory network. Operations managers and admins often aren’t in a position to directly communicate cycle count requests to ground teams, instead rely on static forms of communication like email. If merchants need inventory reconciliation for multiple items, inconsistency in the information flow can lead to inaccurate inventory.

The directed Cycle Count App is designed to adapt to the user who is operating it. When an admin team member logs in, they are provided with admin screens that are dedicated to the holistic operations of cycle count management. Within the admin view, users can create draft cycle counts, assign them to stores for counting, and then review and either accept or reject them for recounts. After counts are completed, the admin views also show analytics of their counts for better overall visibility into inventory accuracy. For store side of the Cycle Count App, you can refer to our team.

HotWax Commerce integrates with ERP, POS, and WMS systems to provide a unified inventory view, ensuring stock levels are synchronized with platforms like Shopify. When calculating Online Available to Promise (ATP) for Shopify, HotWax Commerce considers more than just the quantity on hand (QOH). It also factors in safety stock, thresholds, reserved quantities, brokering queue orders, and excluded facilities` to avoid overselling scenarios.

For example, the product "blue shirt" from the brand NotNaked has a current quantity on hand (QOH) of 100 units. There are 10 orders placed for this product, with inventory allocated to 5 of those sales orders. Additionally, the product has 5 units set aside as safety stock and 5 units as a threshold. One facility, which is unavailable for fulfillment, has 5 units of Available-to-Promise (ATP) inventory. The ATP for this product can be calculated using the following formula:

Online ATP = QOH - (Reserved quantities + Safety stock + Threshold + Orders in brokering queue + Excluded facilities’ ATP)

Here is the given information:

Given:

Use the Transfers App to create, track, and manage Transfer Orders (TOs) between facilities.

What you can do

• Search and filter transfer orders by status, facility, carrier, method, or product store.

For orders to be routed correctly, the facilities need to be associated with the appropriate facility group. If the facilities are not correctly configured in the facility groups, orders might be routed to the wrong locations, causing delays and inefficiencies.

Scenario: Facility not associated with Facility Group