Rejection

The Fulfillment App allows store users to reject individual items or the current store allocation when it can’t be fulfilled from the current facility. Rejected orders are moved to the ‘Rejected Item Parking’, to automatically reallocate them. Ensure that at least one brokering rule addresses orders at this parking.

Reject Single Orders

1. Go to the In-Progress page.

2. Search for the desired order.

3. Click the Trash Bin icon next to it.

4. Select an appropriate reason from the dropdown.

5. Save the changes.

The OMS will route the order to another facility based on product availability, customer shipping preferences, and routing rules.

Bulk Reject Orders

Stores may face issues with their fulfillment capabilities in some instances. When a store cannot fulfill orders for a given day, store managers with the permission of COMMON_ADMIN can reject all orders in bulk from the Open and In Progress order pages.

1. In the Open or In Progress Orders screens, click the Reject All icon at the top right corner.

2. All orders in that status will be rejected and removed from the facility.

The Reject All button does not affect the inventory of the facility. To ensure that no new orders are brokered to the facility, set the Online order fulfillment capacity to No Capacity.

Rejection Analytics

The Rejection Analytics Page provides a detailed view of order rejections, helping store associates and managers analyze trends and address inventory issues.

Features

• Total Rejections: Displays the total count of all rejected items.

• Frequently Rejected Items: Highlights the products most often rejected.

• Common Rejection Reasons: Lists common causes like out-of-stock items or damaged products.

• All Rejected Items: Shows a complete list of rejected order items for detailed tracking.

Filters and Search Options

• Time Filters: Analyze rejection data from the last 24 hours or 7 days.

• Search: Locate specific rejected items using Product SKUs or order details.

Rejections Analytics

Rejection Reasons

Retailers can configure which rejection reasons they want to offer for their staff to choose from if they're unable to fulfill items in an order. To access this page, users must have STOREFULFILLMENT_ADMIN permission.

Overview

• Store Associates: In the Fulfillment App and BOPIS App, store associates see rejection reasons specific to in-store operations, such as out-of-stock items or damaged products.

• Customer Service Representatives (CSRs): In the Order Management System, CSRs view broader rejection reasons suited for customer interactions, such as manual reallocation.

• Admin Users: Admin or operations managers can view all rejection reasons across roles for complete oversight.

Filter rejection reasons in the Fulfillment App

Rejection reasons can be shown or hidden for store users directly from the Rejection reasons page in the Fulfillment App.

How to filter rejection reasons

1. Open the Fulfillment App.

2. Click the hamburger menu.

3. In the Organization section, select Rejection reasons.

4. Find the rejection reason you want to control.

5. Use the toggle on that row to decide whether the reason should be available in the Fulfillment App.

How the toggle works

• When the toggle is ON: That rejection reason is available to store users while rejecting items.

• When the toggle is OFF: That rejection reason is hidden from store users in the Fulfillment App.

Rejection Reasons

Rejection reason types that trigger inventory adjustments and how these types cause stock levels to be updated

Rejection reasons in the system are divided into specific types to define how they affect inventory. Each type explains what action should be taken on the inventory when a rejection reason is applied. This helps manage inventory updates smoothly and accurately.

• REPORT_NO_VAR: Rejection reasons with this type do not affect inventory.

  • Stock levels remain unchanged when these reasons are used.

• REPORT_VAR: Rejection reasons with this type cause inventory to be adjusted.

  • The rejected quantity is deducted from the store’s inventory, reducing stock availability for the rejected item.

• REPORT_ALL_VAR: This type eliminates all remaining inventory for the rejected item.

  • It is used in scenarios where the entire stock for the item needs to be depleted.

The table below lists the default rejection reasons and their assigned types, which define how they impact inventory levels. Retailers can also create custom rejection reasons with specific types to handle unique inventory adjustments as needed.

Rejection Reason	Type	Action	Purpose
NOT IN STOCK	REPORT_ALL_VAR	Reports all remaining inventory for the rejected product as unavailable. Review the QOH-impact setting before applying the reason.	Prevents new orders until the product is restocked.
MISMATCH	REPORT_VAR	Reports the rejected quantity as unavailable. Review the QOH-impact setting before applying the reason.	Indicates the product is still in stock but unavailable for orders requiring the rejected size or color.
DAMAGE	REPORT_VAR	Decreases ATP inventory by the rejected quantity, and also decreases QOH when Affect QOH is enabled.	Shows the product is in stock but damaged and unsellable.
NO VARIANCE	REPORT_NO_VAR	Does not affect either ATP or QOH inventory.	Useful for scenarios where inventory levels remain unchanged, e.g., canceled orders without stock issues.

Adjust QOH Along with ATP on Rejection

The Affect QOH toggle on the Affect QOH on rejection card controls whether rejection adjustments also affect quantity on hand.

Why disable impact on QOH

The main reason to disable QOH impact from rejection reasons would be to limit the impact store associates have on your inventory record. Retailers that use HotWax Commerce’s store inventory management capabilities like Cycle Counting rely on the QOH level as a source of truth for physical inventory levels. Allowing rejections to impact QOH opens up the possibility of store staff accidentally creating massive inventory discrepancies by selecting the wrong rejection reason.

By suppressing ATP and not QOH, over-selling is still prevented and orders for those particular products won’t be routed to that store. When fulfillment administrators then review the rejections and inventory discrepancies, they are able to use the delta between the QOH and ATP to judge the validity of the store staff’s claim of inventory being unavailable.

Retailers that don’t utilize HotWax Commerce for store inventory management only need the OMS to maintain an accurate record of sellable inventory. In that case, retailers should allow rejections to impact both ATP and QOH.

Affect QOH on Rejection

Partial Rejection

How partial and collateral rejection combine

Check both settings before reporting an item as unfulfillable. Partial rejections controls whether other items in the current allocation stay at the store. Auto reject related items controls whether the rejection also reaches related orders at the same facility.

A ship group is the part of an order allocated together. Rejecting the current ship group does not mean rejecting allocations at other facilities. Collateral rejection includes approved items at the same facility whose shipment has not been packed or shipped; it does not reach completed shipments.

When partial rejection is enabled and collateral rejection is off, individual items get rejected from a facility without impacting the rest of the order. Here’s how it works:

1. Reject the Item: Click the trash bin icon next to the unfulfillable item.

2. Choose a Reason: Select a reason for rejection, like "not in stock" or "damaged."

3. Process Remaining Items: The rest of the items in the order remain at the allocated facility for fulfillment and will be shipped as usual.

4. Rebrokering: The rejected item moves to Rejected Item Parking for the configured routing rule to try another facility.

When partial rejection is disabled and collateral rejection is off, rejecting an item rejects the other items in its current ship group. Here’s how this works:

1. Reject the Item: Click the trash bin icon next to the unfulfillable item.

2. Choose a Reason: Select a reason for rejection, like "not in stock" or "damaged."

3. Automatic Rejection: The remaining items in that ship group are rejected with the reason "reject entire order". This will not impact inventory variance for remaining items (those were not rejected) and also not appear in rejection reports.

If additional items need to be rejected with a specific reason, click on the default rejection reason applied to the item and make a selection.

Collateral Rejection

Collateral rejection helps manage situations where the product in a rejected order item is part of multiple pending orders at a facility. When this is enabled, rejecting an item also reaches eligible items in related orders containing the same product at the same facility. The behavior depends on whether partial rejection is allowed:

• If partial rejection is allowed: Matching product items are rejected from eligible related orders at the same facility. Other products remain allocated for fulfillment.

• If partial rejection is not allowed: Eligible items allocated to this facility in related orders containing the product are rejected, including other products. Allocations at other facilities remain outside this scope.

This feature ensures faster re-routing of unfulfillable items, minimizing delays across all orders containing the same product.