Open Orders

The Open Orders page allows store associates to view and manage newly assigned orders that are pending fulfillment. On this page, store associates can filter orders, review order details, pick individ

Order Details Card

The order card shows details that store staff need at a glance. To check the number of units currently in stock, store associates need to click the small box icon next to the product details. To view the inventory computation, including quantity on hand, safety stock, reserved quantities, and online ATP, they can click the info icon. The order card displays the order name, product image, SKU, and the time since the order was created.

At the bottom of the card, three action buttons are available:

• Ready for Pickup: Marks the order as packed and moves it to the Packed Orders page.

• Reject: To reject the order.

• Printer Icon: To print the picklist.

Print Picklist

To print the picklist, store associates can click the printer icon. The picklist opens in a new tab as a PDF and displays details such as the order number, product information, and picking quantity.

Kit Product Identification

Orders that include a kit product show a Kit tag on the order card across the Open, Packed, and Completed pages.

To view the list of individual items included in the kit, store associates can tap on the three-dot menu on the order card. The process for handling kit orders, including picking, packing, and handover, is the same as for regular orders.

To view complete information about an order, store associates can click the order details card, which opens the Order Details page.

Order Details Page

The Order Details page displays all order-related information for that order, such as the customer’s name, order ID, customer's contact details, item details, reason for rejection, and order item rejection history. On the top right, there are two icons. The watch icon opens the order item rejection history, and the print icon allows store staff to print the picklist.

Item Details

The top of the page includes the order name and the order ID. Below that, the items in the order are listed along with a box icon for inventory computation and a bin icon to reject the order.

Reject Orders

To reject an order, store associates can click the bin icon, choose a reason in the pop-up, and confirm by clicking Reject Items.

To partially reject an order, the bin icon can be used for the specific item that needs to be rejected, followed by selecting a reason and clicking Reject Item.

After an item is rejected, a notification email is sent, and the order may be rerouted. For more details, refer to the Re-Routing App User Manual.

Customer and Payment Details

Customer Details

The Customer Details section displays the following information:

• Customer name: Displays the name of the customer who placed the order

• Phone number: Provides a contact number for the customer, which can be used if the store needs to reach out regarding pickup or order updates.

• COD amount: Shown only for Cash on Delivery orders

Payment Details

The Payment section appears next to Customer Details and includes:

• Payment method: The payment method used by the customer

• The payment gateway: The payment gateway through which the payment was processed

• Amount paid: Shows the total amount the customer has paid for the order

• Payment status: Possible payment statuses include Authorized, Cancelled, Not Authorized, Not Received, Received, Refunded, Settled, and Declined.

Other Shipments

This section shows other shipments linked to the order. Each shipment is shown as a card with the fulfillment location, such as a warehouse or store, and the shipment number.

When an order is split across locations, the shipments appear side by side so staff can see them together.

The card includes product details and the shipment status. For example, Pending Allocation means inventory hasn’t been assigned yet, while Packed indicates the item is ready for the next step.

Order Timeline

The Order Timeline shows the fulfillment journey of the order so far, starting from when it is created in Shopify. The timeline records every key update, such as when the order is imported into HotWax Commerce, assigned to a location, rejected, reassigned, prepared for pickup or shipping, and when it is finally picked up or marked complete.

On the top right of the timeline, the current order status is always visible. This provides a quick summary of the current status of the order.

This section helps store staff understand the full progress of the order and makes it easier to respond to customer questions or check for any delays.