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 key to initiate the search process after entering the search criteria.

5. The platform will display the search results based on the provided SKU or order ID.

6. You can now view all pertinent details related to the order, including customer information, order items, and status. Click on the order to access the detailed information.

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.

To perform the order allocation tasks, we first navigate to the View Sales Order page:

1. Go to the Hamburger Menu in the OMS > Order Management section > Sales Orders to open the Find Sales Order page.

2. Search for the order ID for which you want to update the order details.

3. Select the order ID to open the View Sales Order page.

Update Shipping details

Users can easily access and review the shipping details associated with orders. This includes shipping address, communication details, shipping method, estimated delivery date, and tracking details.

Here's how you can update shipping address for the order:

Updating Shipping Address:

• Click on the Edit function available for the order.

• Fill in the required shipping details that needs to be changed in the form provided.

• Save the changes by clicking on the save button

Updating Shipping Method:

• Within the order, locate the shipping method section.

• Click on the Edit function next to the current shipping method.

• Choose the desired shipping method from the provided list.

• Save the changes.

Cancel Sales Order

Orders can only be canceled in HotWax Commerce when they are in the created state. Additionally, it's important to note that the sales orders canceled on HotWax Commerce are not automatically updated on Shopify. Therefore, it is recommended for users to cancel orders directly on Shopify for seamless synchronization and accurate order status across platforms. Cancelling a sales order will automatically cancel all other sales order items in the order.

Cancellation Process:

1. Select the required order to open the Sales Order Detail page.

2. Click the Status dropdown located at the top left of the page.

3. Select the Cancel function to cancel the entire sales order.

Cancel Sales Order Items

1. Once the View Sales Order page is open, scroll down to locate the Item section. This section displays all items included in the selected order.

2. Within the Item section, locate and click on the Edit Items function. This action will enable editing options for the items within the order.

3. Identify the line item/s that need to be canceled due to inability to fulfill and click on the Delete function next to each respective item.

4. After deleting the unwanted items, ensure to click on the Save function to apply the changes to the order.

Refresh Sales Order

Refreshing sales order allows retailers to reimport a sales order from Shopify to HotWax Commerce. Refreshing is required if an order update in Shopify is not included in the sync order update job.

HotWax Commerce can update the following details from Shopify:

1. Adding items to an order

2. Removing items from an order

3. Changing item quantities

4. Changing shipping addresses

5. Changing customer contact detail

6. Change in Order Fulfillment Status

Step-by-Step Usage Instructions:

Verification at Shopify:

1. Log in to the Shopify admin portal.

2. Locate the specific order that requires updates.

3. Review the order details to verify any changes or make necessary updates, such as adding/removing items, adjusting quantities, or modifying customer and shipping information.

4. Once verified or updated, ensure to save the changes within Shopify.

Refresh Order in HotWax Commerce:

1. Return to the HotWax Commerce platform and access the order view page for the corresponding order.

2. Locate and click on the "Refresh Order" button available in the header section of the order view page.

3. After refreshing, verify that the order status and item status are updated accordingly. This may involve checking for any cancellations or changes in item availability.

4. Go back to the Sales Order Find Page and select "Approved" and "Canceled" statuses from the order status filter dropdown.

5. Review the refreshed order details to ensure that the updates from Shopify have been successfully synchronized with HotWax Commerce.

Allow Splitting

Splitting an order into separate shipments for fulfillment across multiple locations occurs when all items are not available at a single facility. The order splitting settings on the order view page is shown as per the product store settings. However, if the CSR team want to split a specific order, they can click on the checkbox against the allow splitting function.

Add Gift Message

CSR teams can manually input personalized messages on behalf of customers upon request. These gift messages can be added along with the order at the time of fulfillment by the store associates by clicking on the Add Buttion against the gift message

Add Handling instructions

Any special instructions or handling requirements associated with the items in the group can be added by clicking on the Add button against Handling instruct. The handling instructions added here will be visible in the fulfillment app for store associates

Add Ship By and Ship After Date

Ship By specifies the date by which the items should be shipped to ensure timely delivery, while Ship After indicates the date after which the items need to be shipped. Both Ship By and Ship After details can only be added upon customers' requests.

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.

   • Check the Import Results in the Shopify order mdm page for any failed records.

2. Check Shopify Logs:

   • Review Shopify Plus logs or feeds for specific error messages related to the failed import.

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 to the order URL in Shopify to download the JSON file of the failed order.

3. Inspect "Note" and "Email" Fields:

   • Open the JSON file and locate the note key. Check for any special characters, emojis, or miscellaneous symbols.

   • Locate the email key and verify that the email address follows the standard format (e.g., name@domain).

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:

   • Save the changes made to the JSON file.

3. Re-import Order:

   • If an error is resolved within the job execution time (generally 15 minutes), the import order job should automatically import the order.

   • Otherwise, manually import the order by navigating to MDM / EXIM > MDM > Shopify orders mdm, select Shopify Config, upload your JSON or CSV file using the Upload File field, and run the job.

4. Verify Successful Import:

   • Ensure the order is successfully imported without errors.

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.

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.

To perform the order allocation tasks, we first navigate to the View Sales Order page:

1. Go to the Hamburger Menu in the OMS > Order Management section > Sales Orders to open the Find Sales Order page.

2. Select the order ID to open the View Sales Order page.

Release Items

1. Select the line item and click Release function.

2. View the inventory and select any facility using the radio button.

3. Release the item to the selected facility.

4. Click the history function to view the changes.

Reject Items

The Reject Items feature within the HotWax Commerce platform serves as a crucial tool for managing orders efficiently and maintaining customer satisfaction. It allows users to reject specific items from sales orders, providing valid reasons such as stock unavailability, damages, mismatches, or inactive stores. By enabling users to address issues promptly and accurately, this feature contributes significantly to workflow efficiency and customer service quality.

1. Identify the item(s) you wish to reject and click on the corresponding line item.

2. Look for the Reject function and click on it to initiate the rejection process.

3. Choose the appropriate reason for rejection from the available options using radio buttons (e.g., Not in Stock, Damaged, Mismatch).

4. After selecting the rejection reason, save your changes to confirm the rejection.

Check the order item history by clicking on the radio button

Mark items shipped in OMS

Sometimes there are instances when customers may connect with CSR to receive the order urgently, in such cases CSR has the option to ship the order from the order details page without waiting for the fulfillment center to mark the order item shipped. Here's how users can mark the order items as shipped in the OMS:

Scenario 1: Marking Items as Shipped that is still Unassigned to a Facility

1. Locate the Order: Navigate to the desired order and open it to view details from the View Sales Order page.

2. Release Item to Facility: Select the line item, click Release, and choose the target facility for shipment.

3. Mark Items as Shipped: Scroll to the item section on the View Sales Order page and click Ship Items.

4. Select Line Items: Choose the items to be marked as shipped in the popup window.

5. Enter Tracking Details: Select the carrier party from the dropdown and input the tracking number.

6. Confirm Shipment: Verify the details and confirm the shipment to mark the selected item(s) as shipped.

Scenario 2: Marking Items as Shipped that are assigned to a different facility

1. Reject Line Item: Identify the line item on the View Order page, click Reject, choose No Variance as the reason, and confirm the rejection.

2. Release Item to Facility: Select the rejected item, click Release, and choose the necessary facility.

3. Mark Items as Shipped: Proceed to click Ship Items, select line item(s), input tracking details, and confirm the shipment.

Scenario 3: Marking BOPIS Sales Order Items as Shipped

1. Modify Shipping Method: Scroll to the item section on the View Order page, click Edit, and modify the shipping method to Standard.

2. Reject Line Item: Reject the line item, choosing No Variance as the reason.

3. Release Item to Facility: Select the rejected item, click Release, and choose the necessary facility.

4. Mark Items as Shipped: Click Ship Items, select line item(s), input tracking details, and confirm the shipment.

Manage Auto-Cancel Date

Managing orders is a complex process, and sometimes, items fail to be fulfilled due to inventory unavailability across facilities. When this occurs, it's crucial to set an auto-cancel date to streamline operations and ensure resource allocation is optimized.

This feature allows users to easily modify or remove auto-cancel dates from orders that are marked unfillable due to failed brokering attempts. By providing this functionality, HotWax Commerce empowers users to maintain control over their orders, preventing unnecessary delays and potential customer dissatisfaction.

Update the Auto-cancel Date on a single order:

1. Choose the specific order you want to manage and click on it to enter the Sales Order View page.

2. In the Item section of the Sales Order View page, locate the auto-cancel date and click on the edit function next to it.

3. From the Calendar that appears, select the new date for the auto-cancelation.

4. After updating the date, click on the Save function to apply the changes.

Remove Auto-cancel Date from single order:

1. Choose the specific order you want to modify and enter the Sales Order View page.

2. In the Item section, locate the auto-cancel date and click on the edit function next to it.

3. Click on the delete icon next to the auto-cancel date to remove it from the order.

4. Confirm the changes by clicking on the Save function.

Move Items to Order Parking

HotWax Commerce features various parking areas serving as virtual facilities for storing orders awaiting fulfillment. Users frequently need to transfer orders between these parking areas to ensure accurate inventory allocation. For instance, if there are unfulfillable orders and retailers are aware of when will inventory arrive, they may opt not to run brokering for such orders until that day. In such scenarios, these orders can be moved from the brokering queue to the unfulfillable hold queue. Here's how you can relocate items to different parking areas:

1. In the items section, click the Move Items to Parking function.

2. Choose the parking using the Radio button and Save.

3. Confirm the Ship From column to view the selected parking.

Refer to the table below for parking description and purpose.

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 > Order Routing 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.

  3. Move the Order to Unfillable Hold Queue: Instead of canceling, you can send the order to the unfillable hold queue if you anticipate the inventory arriving soon. This step ensures that the order is retained in the system until the item is back in stock, improving order fulfillment efficiency.

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

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.

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

Scenario 2: Incorrect Order Attribute

Another common issue is the presence of incorrect order attributes. This could mean that the required information is either incomplete or inaccurately entered, which can prevent the order from being approved. For example, incorrect municipio ID can lead to approval failures.

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 missing order attribute report, you can find out which orders have a missing order attribute.

Scenario 1: Order Missing Metafields in OMS

To ensure consistency between HotWax Commerce and Shopify, verify if an order has the Order Metafields in Shopify. Typically, the attributes will sync automatically later.

If an order in Shopify has meta fields that are missing in OMS, it could be due to one of the following:

Import Order Metafield Job Not Running: The job responsible for importing metafields might not be running. Ensure that this job is scheduled and operating correctly in HotWax Commerce

Check Job Scheduling in NiFi: Verify that the job responsible for importing metafields and placing them on SFTP is scheduled and functioning as expected in NiFi.

Verify SFTP Import in OMS: Ensure OMS is properly configured to import metafields from SFTP.

Manual addition of meta fields in OMS should be considered only if the above checks are confirmed and the issue persists.

Note: If manual addition is necessary, ensure correct spelling and format when adding tags in OMS.

Scenario 2: Order Missing Metafields in both OMS and Shopify

If an order metafield is missing from Shopify and the OMS, it's crucial to investigate the root cause. This may involve identifying issues such as the metafield not being available due to order-related problems.

For example, if the Riskified or Signified approved tag is missing in Shopify, the order contains high or medium fraud risk. There is a high chance that you will receive a chargeback on this order.

In such cases, CSRs have to manually verify the orders and add the attribute in the Order Attribute section on the Order View page.

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

HotWax Commerce can face order import duplication issues, particularly when the system goes down during scheduled import jobs. If the system is down for a period during which multiple import jobs are scheduled, all pending jobs might run simultaneously upon the system's recovery, leading to duplicate order imports. This document outlines the scenarios where this issue might occur and provides step-by-step processes to diagnose and resolve these issues.

Scenarios

1. System Downtime with Scheduled Order Import Jobs

   • The system goes down during scheduled order import jobs.

   • Upon recovery, all pending jobs run simultaneously.

   • Result: Duplicate orders are created.

Preventive Measure

Set the Schedule Now Parameter to False

To prevent simultaneous execution and duplicate orders, ensure the Schedule Now parameter is set to False when scheduling order import jobs. This setting ensures jobs run sequentially.

Diagnostic and Resolution Steps

Scenario 1: System Downtime with Scheduled Order Import Jobs

Initial Checks

1. Verify if the Issue Exists

   • Check the system logs to identify any periods of downtime.

   • Verify if multiple import jobs were scheduled during the downtime.

   • Identify if duplicate orders have been created by checking order statuses and attributes.

Example

• If the job runs every 5 minutes and the system is down for 10 minutes, verify that all pending jobs did not run at the same time upon recovery.

Diagnostic Steps

1. Identify and Remove Duplicate Orders

   • Verify Duplicate Orders

     • If the system was down for a significant duration and meanwhile multiple jobs may run, retailers must manually identify duplicate orders by checking for identical Shopify IDs.

     • Identify orders stuck in the "Created" state, as only one order will have order attributes saved for approval.

   Example
2. Move Duplicate Orders to General Ops Parking

• Open the relevant duplicate orders

• Navigate to the Items section and click on the Move items to parking text.

• Select general ops parking and click on save to move the item to general ops parking.

1. Cancel Orders

• Navigate to the Sales Orders page

• Filter by Facility: General Ops Parking.

• Identify the duplicate orders and click to open the order details page

• Click on the Cancel button on the top to cancel the orders

Ensure orders are not manually approved by the CSR and fulfillment is not started. If fulfillment of the order is started, manually reject the order before cancellation. { % endhint %}

The comprehensive Order View Page within HotWax Commerce enhances user efficiency and facilitates streamlined order management. This page consolidates all essential information related to an order, providing users with a holistic view that encompasses key details such as billing and shipping information, order identification, payment terms, preferences, timelines, references, communications, and a detailed list of items. To access the order view page, simply click on the order ID on the find sales order page to view comprehensive details about the order.

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

Overview Section

The overview section contains essential information related to billing and order processing. Here's a summary of each element:

1. Bill To (To-Customer): Indicates the customer who will be billed for the order.

2. Bill From (Company, Channel, Product Store): Specifies the origin details, including the company, sales channel, and product store associated with the transaction.

3. Status: Reflects the current status of the order, providing insights into its progress or completion.

4. Order Date: Records the date when the order was placed or initiated.

5. External ID: Identifier for external system.

6. Subtotal: Displays the total cost of items or services before additional adjustments.

7. Total: The overall cost of the order, which can be manually adjusted for discounts, promotions, replacements, and taxes.

This information provides a comprehensive overview of an order, facilitating effective management and customization of billing details.

Order Identifications

The Order Identifications section displays key information related to Shopify orders. The four main components of this section are:

1. Shopify Order ID:

   • This is a unique identifier assigned by Shopify to each order. It serves as a reference point for tracking and managing orders within the Shopify platform. Additionally, users can conveniently view the order details directly on Shopify by clicking on the provided link associated with the Shopify order ID.

2. Shopify Order Name:

   • The order name in Shopify typically refers to a customizable name or title assigned to an order on Shopify for further order identification.

3. Shopify Order Number:

   • Shopify assigns a distinct numerical identifier to each order. It acts as another unique reference for orders, often used in communication and documentation.

4. Order Attributes:

   • Shopify retailers can capture additional crucial order details through metafields. Once customer IDs are verified, they are stored as order metafields in Shopify. When HotWax Commerce enters a retailer’s Shopify ecosystem, it becomes the source of truth for all order-related information. HotWax Commerce downloads order details along with customers’ IDs as order attributes and shares this information with the retailer's accounting system. All downloaded order attributes are visible under this section.

   • Users can also add Order Attributes by clicking the Add Order Attribute + button which will open up a new form. Add the attribute name, value and description and click on the Add button to save the order attribute. This function is vital if there are some issue in importing order attributes such as metafield being added after the order has been imported in HotWax Commerce.

Payment Section

In the Payments Section, users can easily view the payment method and total payment value made by customers on the e-commerce platform. This data is then transmitted to the ERP system. Particularly for cash on delivery orders, this information is vital as store associates need to collect payment during fulfillment.

Order Timeline

The timeline illustrates the progression of events from the initial order decision to the completion of the transaction, including the involvement of a broker as an intermediary. Here's a brief description of each term:

1. Order Date:

   • The date and time when the customer made a purchase.

2. Entry Date:

   • The date and time when the order information was officially recorded into HotWax Commerce.

3. First Brokered:

   • The first brokered refers to the initial timestamp when an item is allocated to a specific facility. This timestamp remains unchanged even if the item is subsequently rejected by the facility and redirected elsewhere. It serves as a fixed reference point for tracking the item's movement history within the system.

4. Completed Date:

   • The date and time when the order was fulfilled, and the goods or services were delivered or made available to the buyer.

For Example:

References

In the HotWax Commerce platform, the Reference Section offers a centralized hub for users to access critical information related to picklist status, packing details, shipment information, and returns details. This feature provides quick and easy access to essential data. Users can click on the relevant item such as return ID, picklist ID, etc. to access the order details. Users can see the following details in this section:

• Click on the Picklist Status link to view the current status of picklists associated with orders.

• Click on the Packing Details link to view information regarding the packing process for orders. This includes details such as items packed, and any special instructions.

• Click on the Shipment Information link to access data related to order shipments. This may include tracking numbers, carrier information, and expected delivery dates.

• Click on the Returns Details section to review information about product returns initiated by customers for this order and the status of the return.

Communications

The Communications feature in the HotWax Commerce platform acts as a central hub for users to interact with both the internal team and customers, providing updates on orders. With the capability to add notes and send personalized emails directly from this interface, users can efficiently communicate important updates or notifications to internal teams or customers. Whether it's informing customers about order changes, cancellations, or backorder notifications, or adding notes for the fulfillment team, this feature simplifies communication processes, minimizing misunderstandings and improving overall order management efficiency.

Click on the communication and select either email or notes to start the communication.

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.

This guide provides solutions to diagnose and resolve problems associated with order management, ensuring smoother order processing and greater accuracy in order management.

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 Shopify Flow app.

• 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 as the key.

• Click Then to specify the action to be taken if the condition is met.

• Choose Actions and select an action based on the condition's results.

  • Set the action to:

    1. Choose 'Add Order Tags'.

    2. Input HC_PRE_SELECTED_FAC as the tag name.

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.

• Add one more setting named: Preselected facility tag and add value hcShippingFacility. This line item property on the item that needs to be read to determine the facility of the order.

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

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.

   • Navigate to Shopify Jobs and select Import Shopify Order under the Order Management tab.

3. Re-import the Order:

   • Select the Shopify config and enter the Shopify Order ID.

   • Run the job by clicking the Run button.

4. Verify Successful Import:

   • To verify the order's successful import, go to MDM > EXIM.

   • Navigate to Shopify Jobs and click on Shopify Order MDM under the MDM tab.

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.

   • Special character errors

   • Valid fields are missing in order JSON.

2. Identify the issue's source, determining if it originates from Shopify, the integration process, or HotWax Commerce.

3. If the cause remains unclear, reach out to HotWax Commerce support, providing them with the error logs for efficient troubleshooting.

This troubleshooting guide aims to address issues where orders remain stuck in the fulfilment 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:

    • Go to the settings section, scroll down in the hamburger menu, and select the search admin page.

    • Locate the index operations section at the bottom of the page, which includes the following four boxes:

      • Create order indexes

      • Create product indexes

      • Create user login indexes

      • Create OISGIR indexes

For more details, kindly refer to this documentation.

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.

• After entering the order ID, click the Create Order Index button within the modal window to accurately index the order.

• If no values are entered in the field, all available data will still be indexed automatically.

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.