Learn about HotWax Commerce's return management solutions, including importing returns from Shopify and creating in-store returns.
HotWax Commerce offers solutions for two distinct types of return managemnet: Importing Returns from Shopify and Creating In-Store Returns.
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.
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.
Discover how HotWax Commerce streamlines the return management process for Shopify retailers by integrating with Shopify to import returns.
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:
log in to the HotWax Commerce Job Manager App from the launchpad.
Within the Job Manager app, go to the Orders page.
Locate the Returns job within the import section of the Orders page.
Click on the job title to open the job card.
Specify the job run time and preferred frequency based on your operational needs.
Click on Save Changes to schedule the job according to the defined run time and frequency.
Refer to our Shopify Integration guide for detailed insights into how the import return job facilitates the import of order returns from Shopify.
Discover how HotWax Commerce manages restock returns for both online and in-store orders, ensuring accurate inventory management and syncing with Shopify.
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.
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:
Log in to the HotWax Commerce Job Manager App from the launchpad.
Within the Job Manager app, go to the Inventory page.
Locate the Upload recent inventory change job within the more jobs section of the inventory page.
Click on the job title to open the job card.
Specify the job run time and preferred frequency based on your operational needs.
Click on Save Changes to schedule the job according to the defined run time and frequency.
Learn how HotWax Commerce OMS simplifies in-store return processes for retailers, ensuring efficient handling of online orders in physical stores.
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.
Enter your user credentials (username and password) to log in to the HotWax Commerce Platform.
Navigate to Create Order Return:
In the main menu, click on Order Management.
From the dropdown, select Create Order Return.
Search for the Order:
On the Create Order Return page:
Utilize the search tab to locate specific orders.
Enter relevant details such as Shopify Order ID, Customer Name, Order creation date, Customer Email Address, or Customer Phone Number.
Click Search to find the specific sales order.
Select Create Return:
Once the order is located, click on the Create Return button associated with the order.
Complete the Return Details:
You will be redirected to the Create Return page.
Select the first checkbox for all items or individual boxes for selective returns.
Enter the Facility ID where the customer is returning the item.
Choose the Return Reason from the dropdown menu.
Optionally, enter the Employee ID.
Click the Create Return button to initiate a return request.
Alternatively, store associates can also create returns by going to the sales order for which the return needs to be created and clicking on the Create RMA button.
View Returns Page:
After creating the return, you will be directed to the View Returns page.
Store managers wanting to review and approve multiple return requests can also access the View Returns page through the following steps:
Navigate to the Sales Return Page from the hamburger menu.
Locate and track the status of the return (Requested, Received, or Completed).
Click on the order ID to access the View Returns page for detailed information about the return.
Authorize Returns:
On the View Returns page, click the Accept button to approve the return request.
To finalize the return process, click the Receive Return button.
The return status will be completed now on the sales returns page.
Partial Returns:
If only specific items need acceptance:
Select the checkboxes for those items.
Click the Update button to receive a return for the selected items.
Ensure Returns Job is Scheduled:
In the HotWax Commerce Job Manager app, ensure the refunds job to update returns on e-commerce for refund creation is scheduled from the Orders page. For more details on how in-store returns are updated on Shopify, you can visit our Shopify integration guide
Verify Returns on Shopify:
To verify order returns on Shopify:
Go to the Shopify admin panel.
Navigate to Orders and access Order Details by clicking on the corresponding order ID.
Return information will be available for the corresponding order items.
By following these detailed steps, store associates can efficiently navigate through the HotWax Commerce platform, manage in-store returns, and contribute to a smooth and effective customer experience.