Key Features

Along with pick and pack, the BOPIS App includes key features for order fulfillment:

Catalog Page

The Catalog page lets store staff search for products and see if they’re available for pickup at the store. It shows useful details like product name, SKU, and how many units are in stock.

Orders Page

The Order Details page in the BOPIS App provides comprehensive information about orders and is for store associates to perform key functions such as order picking, packing, and marking orders as ready for pickup or picked up.

Ship-to-Store Page

This page is used when a customer places a pickup order for a product that is not available at their selected store. In such cases, the item is shipped from another location to the store, where the customer can pick it up once it arrives.

Gift Card Activation

When a customer buys a gift card online, store staff can activate it before handing it over during pickup.

Notifications

Whenever a new BOPIS order is placed for store pickup, store associates receive a notification to take action. To access the notifications, tap the bell icon in the top right corner of the page.

Pre-requisites

To access the BOPIS Fulfillment App, users must have the BOPIS_APP_VIEW permission.

When Does the Gift Card Activation Pop-up Appear?

Orders that include a gift card show a gift box icon on the order card and Order Details page across the Open, Packed, and Completed pages.

The activation pop-up appears when a staff member taps a gift card icon.

Steps to Activate a Gift Card

Step 1: Enter the Activation Code

The staff member can scan or manually type the serial number printed on the physical gift card. The number must be correct before moving forward because it cannot be edited later.

Step 2: Tap the Submit Button

After entering the code, tap the Submit button (shown with a gift card icon). A confirmation message will appear: "This gift card code will be activated. The customer may also receive a notification about this activation. Please verify that all information is entered correctly."

Step 3: Confirm Activation

Tapping Activate completes the process. After activation, the code cannot be changed but can be viewed by tapping the gift card icon.

This document aims to provide detailed troubleshooting steps for resolving issues related to order fulfillment in HotWax Commerce.

Key Features

Along with core functions like Pick, Pack, and Ship, the app includes helpful tools for both associates and managers:

• Download Shipping Manifest for Carriers: Managers can generate and download a shipping manifest. It is a detailed list of all ready-to-ship packages that will be shipped by a carrier.

• Gift Card Activation: Associates can activate gift cards directly from the app to speed up in-store gift card fulfillment.

Pre-requisites to Use the App

To access the Fulfillment App, users must have the FULFILLMENT_APP_VIEW permission.

Retailers often have to change the shipping method or carrier of the orders. For example, a customer might choose standard delivery, but due to unforeseen inventory delays, the retailer realizes the item won't be available until just a few days before the delivery deadline. To avoid disappointing the customer, the retailer can switch to a faster shipping method, such as two-day delivery, once the item is in stock. Similarly, if the initially chosen carrier cannot deliver to the customer's address, the retailer need to switch to a more reliable carrier.

Previously, if the order was allocated to a facility, CSRs had to reject the entire order and restart the fulfillment process to change the shipping method or carrier. Now CSRs can make these changes directly if the order is still in the created or approved state and the inventory has not yet been allocated through the Sales Order View page. For orders that have been allocated to a facility, store associates can make the necessary changes using the Fulfillment app. Store associates can also generate the shipping label again as per the new shipment method.

Step-by-Step Usage Instructions

For CSRs to Change Shipping Method and Carrier (Orders Not Yet Brokered)

1. Accessing Sales Orders:

   • Go to the Hamburger Menu in the OMS.

   • Navigate to the Order Management section.

   • Click on Sales Orders to open the Find Sales Order

For Store Associates to Change Shipping Labels After Order Allocation

1. Accessing the Fulfillment app:

   • Open the Fulfillment app, search for the order and click on the Order ID to open the submenu, and select view details to open the Order Details page

This document outlines key pages and functions within the Launchpad.

Key items:

1. Home page

2. Application categories

3. Application instances

Home page

Allows accessing all HotWax Commerce applications.

Characteristics:

Single Sign-On (SSO): Enables users to log in applications using their credentials. After the initial login in the Launchpad, they gain automatic access to all associated applications without the need to enter their login details again.

Application Categories

Shows how apps are categorized on basis of their characteristics.

Orders

This category revolves around managing the orders using the three apps: BOPIS, Pre-Order Management and Fulfillment.

• BOPIS (Buy Online, Pickup In-Store) HotWax Commerce’s BOPIS app enables users to handover store pick-up orders to customers.

• Pre-Order Management HotWax Commerce’s Pre-Order Management app enables users to manage pre-orders and backorders, with planned future inventory to fulfill the orders.

• Fulfillment HotWax Commerce's Fulfillment app enables users to pick, pack, and ship orders brokered to the stores from the OMS.

Workflow

This category revolves around managing the workflow using the three apps: Threshold Management, Job Manager and Import.

• Threshold Management HotWax Commerce’s Threshold Management app enables merchandisers to set inventory thresholds for a group of products.

• Job Manager HotWax Commerce’s Job Manager app helps the operations teams to manage jobs by scheduling new jobs, skipping or canceling scheduled jobs and finding failed jobs that need attention.

• Import HotWax Commerce’s Import app enables users to import inventory and purchase orders.

Inventory

This category revolves around managing the inventory using the three apps: Receiving, Cycle Count and Picking.

• Receiving HotWax Commerce’s Receiving app enables users to manage incoming shipments, purchase orders, and return orders.

• Cycle Count HotWax Commerce’s Cycle Count app enables stock associates to count the store’s inventory, and reconcile systematic and physical inventory.

• Picking HotWax Commerce’s Picking app enables the fulfillment team to efficiently pick order items during order fulfillment.

Administration

This category revolves around managing users and facilities using the two apps: User Management, and Facilities.

• User Management HotWax Commerce’s User Management app allows businesses to create and manage users within the HotWax Commerce OMS.

• Facilities HotWax Commerce’s Facilities app assists businesses in overseeing multiple facilities like stores and warehouses, and managing attributes like facility details and fulfillment options for each facility.

Application Instances

Users can access specific instances of the HotWax apps.

Instances:

1. Production Instance: To access the production instance of an app, users can click on the respective app card.

2. UAT (User Acceptance Testing) Instance: Users can access the UAT instance of an app by clicking on the bottom right icon of the respective app card.

3. Dev (Development) Instance: Users can access the dev instance of an app by clicking on the bottom left icon of the respective app card.

Related flows:

Order Details Card

The order card in the Packed Orders page shows the same basic details as in the Open Orders page, like order ID, product info, and customer name. However, a few things are different here. Instead of a picklist, store staff can generate a packing slip using the print icon.

There is also a mail icon to resend the pickup email to the customer, and a Handover button that is used to mark the order as completed once the customer picks up the order.

When the Handover button is clicked, a Proof of Delivery (POD) pop-up appears where the store associate records that the order has been collected either by the customer or by someone collecting it on their behalf. The associate verifies the order details and asks the person picking up the order to provide proof of identity, which can include:

• Uploading an ID image

• Providing a digital signature

• Entering a unique pickup code

The recorded details are saved and linked to the respective order. Once confirmation is saved, an automated email is sent to the customer with the order details and pickup confirmation.

Order Details Page

The Order Details page in the Packed Orders page shows all the usual order information. At the top, there is a mail icon that lets store staff resend an email to notify the customer that their order is ready for pickup, a watch icon to view the order item rejection history, and a print icon to generate the packing slip.

The page also allows store associates to edit the assigned picker for an order. To update the picker, associates can click the picker name. This opens a pop-up displaying all available pickers, and a new picker can be selected from the list.

Once an order is packed and marked as Ready for Pickup, store staff will see the Handover and Cancel Item buttons on the Order Details page. At this stage, rejecting or unpacking items is no longer possible.

Selecting Cancel Item opens a pop-up displaying a list of cancellation reasons. When an item is cancelled, an email is sent to the customer.

Below this section, the status is shown. The behavior of cancellation and refund depends on the following settings:

• If both the cancellation sync job and the Shopify setting to process refunds are enabled, the cancellation and refund will be sent to Shopify.

• If the cancellation sync job is enabled but the Shopify refund setting is disabled, only the cancellation will be sent to Shopify.

• If the cancellation sync job is disabled, nothing is sent to Shopify, not the cancellation and not the refund, even if the Shopify refund setting is enabled.

The fulfillment process has many different configurations that are setup to help you tune your workflow to your organizations needs. This document will help you troubleshoot common configuration issues in the fulfillment process that may be causing unexpected behaviour.

Unable to login

User unable to login into the Fulfillment App and view orders

If your user credentials are created and are able to log into Launchpad but are unable to login to the Fulfillment App you may not have permission to fulfill orders from any facility.

Solution In order to give a user permission to log into the Fulfillment App and view orders that are ready to be processed, the user must be associated with at least one facility. User’s can only fulfill orders from facilities that they are associated with, so add the user to all the facilities that they will be fulfilling from.

Admin user

If you’re setting up an Admin user, set their Security Group to “Administrator”. This will automatically allow them to access facilities in the Fulfillment App without having to link them to each location individually.

Fulfillment managers

For other users simply add the user to the facility from the Users App. To learn more about how users are added to facilities checkout the .

The language switching feature in the HotWax Commerce platform is designed to enhance user accessibility and comfort by allowing users to operate the interface in their native or preferred language. This feature is particularly significant for a global user base, ensuring that language barriers do not hinder the efficient use of the platform.

Steps to Follow

Step 1: Navigate to Launchpad

Introduction

HotWax Commerce’s Receiving app enables stock associates to receive items quickly and accurately by utilising features like barcode scanning, enlarged product image, and an easy-to-use interface.

This section focuses on managing incoming shipments, returns, and purchase orders through the Receiving app.

Order Details Card

The order card in the Completed page shows the same set of details found in the Open and Packed pages, such as the order ID, customer name, and product information.

To download the packing slip, store associates can click the Print Customer Letter button. The full Order Details page can be accessed by clicking the order card.

Order Details Page

The Order Details page in the Completed Orders page shows all the main information related to the order. This includes the order ID, product details, customer name, contact details, shipping address, payment method, and payment status. There is a watch icon on the top right, which shows the order item rejection history.

A timeline on the right shows key events like when the order was created, approved for fulfillment, and picked up. Since the order is already completed, store staff can only view the details here. No further actions, like cancellation or rejection, can be taken from this page.

Not Receiving Notifications

If you are not receiving BOPIS notifications, consider the following troubleshooting scenarios:

Check Internet Connection

Ensure that your device has a stable internet connection. Notifications rely on an active connection for delivery.

Verify BOPIS App settings

Confirm that the BOPIS app has the necessary settings to send notifications. Go to the BOPIS app's settings page, and ensure that notifications are enabled for required topics.

Confirm System Compatibility

Verify that OMS instance meets compatibility requirements:

• For BOPIS notifications to work, the instance should be on v.5.2.0. or above

Review Browser Notification Settings

If you are using browser notifications, check the settings for your specific browser:

• Safari:

• Chrome:

• Firefox:

If you have blocked notifications in your browser, follow these steps to unblock and enable them:

• Safari:

• Chrome:

• Firefox:

Review Operating System Notification Settings

Ensure that operating system notifications are enabled:

• MacOS:

• Windows:

Not Receiving Reminder Notifications

If you are not receiving reminder notifications, follow these steps to check the configuration of the Open BOPIS Order Notifications job in the Job Manager app's Fulfillment category:

• Open the Job Manager app.

• Navigate to the Fulfillment category.

• Confirm the configuration of the Open BOPIS Order Notifications job.

• Ensure that the job is set up with the desired frequency for reminder notifications.

Contact Support

If issues persist, reach out to our support team for further assistance. Provide details about your device, operating system, and any error messages encountered for resolution.

Picklists

Filters: Using filters provides a focused view, highlighting the tasks that still need attention.

• Only show my picklists: Only show picklists associated with the logged-in user. Users can also see a picklist of other users by turning the toggle off to view other team members' picklists within a facility to make collaboration during fulfillment simpler.

• Hide completed picklists: Don't show recently completed picklists.

Picklist Details

Shows the details of all the picklist items in a picklist for quick scanning and tracking to complete the picklist.

Search

Search for a picklist item by typing in the product SKU.

Scan

Use the built-in scanner to scan products to search the picklist items, eliminating the manual effort of searching an item.

Select Item

Select the picklist items by clicking on the checkbox for the picked item.

Select all

Select all the picklist items with a single click to quickly acknowledge the completion of all picklist items.

Complete a Picklist

Complete a picklist to initiate the packing process.

Catalog Page

The Catalog can be accessed by clicking on the Catalog button on the bottom tab of the BOPIS app. It displays a list of all the products available for store pickup on the e-commerce platform, and it can be used to search for products, view product details, and their check inventory availability.

Search Product

The users can search for a specific product within the catalog by entering the product name or product ID in the Search bar located at the top of the Catalog page.

View Product Details

The parent product name is visible on the BOPIS App Catalog page to help with product identification. On clicking any specific product card, the users will be redirected to the Product Details page. The Product Details page provides an overview of the product, including its image, available variants, and their respective inventory across all the associated facilities. By clicking on the stock quantity button next to the “Other stores” option, a pop-up window will appear displaying the inventory for that product in the other facilities.

Product Details Page Overview

The Product Details Page provides in-depth information on individual products. It not only showcases core product attributes like available sizes, colors, and Product ID but also highlights real-time availability insights.

Key metrics include

• Quantity on Hand: The total stock available in store at any given time.

• Safety Stock: Buffer inventory to prevent stockouts.

• Order Reservations: Quantities reserved for pending orders.

• Available to Promise (ATP): The quantity available for online orders

Additionally, the system provides information on inventory availability across various facilities, ensuring that customers can be provided information about the product availability across all the stores.

Notifications

Whenever a new order is assigned to a store for fulfillment, store associates receive a notification to take action. To access the notifications, tap the bell icon in the top right corner of the page.

The Ship to Store feature helps customers in placing pickup orders for products that are not immediately available for same-day fulfillment at their preferred location. Users of the BOPIS app can find the Shipping to store page by clicking on the trail icon on the top right corner of the Orders page.

Shopify retailers can install the HotWax Commerce BOPIS PDP App within their Shopify stores enabling their customers to select a specific future timeframe for their pickup. Customers will see an estimated pickup timeframe directly on the product detail page, displayed as "Pick up in x days”.

Once the order is downloaded, HotWax Commerce categorizes it as a "Ship to Store" order and brokers it to a facility from where the inventory will be shipped to the pickup location. After a fulfillment location has been designated, store employees can use the following steps to monitor and fulfill Ship to Store orders:

Transfer orders are integral to maintaining inventory balance, minimizing stockouts, and optimizing inventory allocation across different stores or warehouses. By effectively managing transfer orders, organizations can enhance their operational efficiency, reduce costs associated with excess inventory or unnecessary transportation, and ultimately improve customer satisfaction through timely order fulfillment. Inventory transfers can be of various types, such as:

• Warehouse to Store: When there is a need to replenish inventory at retail stores from the central warehouse or distribution center, transfer orders can be initiated to move the required items from the warehouse to the stores.

• Store to Warehouse: Sometimes, stores might need to return excess or unsold inventory back to the warehouse for consolidation or redistribution. Transfer orders facilitate this movement from the stores back to the warehouse.

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.

Dashboard

When the store associate or manager logs into the application, all assigned cycle counts appear on the dashboard. Each count card shows the type (Hard/Directed), name of the count, start date & time, and due date.

Cycle count workflow

• Plan your count with a preview

• Create sessions and complete your count

• Review counts at the store before submitting for review

• Review and approve variances at head office

• Go back and review old counts and export

Filter Orders by Picklist

Store associates can filter orders by picklist to view the orders associated with a specific picklist. A picklist may have multiple pickers assigned to it, and all their names will be displayed. Only one picklist can be selected at a time, and the page will display only the orders linked to that picklist.

In the top-right corner, a result size filter also allows associates to limit the number of orders they see at one time (e.g., 5, 10, or 20). This feature can be combined with the picklist filter. For instance, if an associate selects a picker and "5" from the result size filter, the page will show only five orders assigned to that picker.

Print Picklist

Select a picklist to view options to reprint it or edit the assigned pickers.

In the bottom-right corner, they can reprint the list using the Print Picklist button or change the assigned picker by selecting the adjacent Edit Picker button.

Bulk Packing

Store associates can pack all orders currently in view by tapping the Pack Orders button at the top of the list.

For example:

• If the view is filtered to show five orders for a specific picker, only those five orders will be packed.

• If no filters are active, the action will apply to all orders visible on the page.

Upon tapping the button, a confirmation pop-up will appear, indicating the total number of orders that will be affected. This window also provides an option to select which documents, such as packing slips or shipping labels, should be printed as part of the process.

Store associates can check or uncheck the boxes for:

• Shipping labels

• Packing slip

Once ready, tap Pack to complete the packing process and print the selected documents.

Order Details Card

Store associates can pack orders individually. Each order is displayed on a card that contains the following information:

• Left Side: Customer name, order date, and time.

• Center: Order ID

• Right Side: Shipping method

Below this header, the card lists each product's details and image. For each item, associates can tap the Check stock button (box icon) to view its available inventory or the Reject button (bin icon) to reject the item from the order. When rejecting an item, a reason must be selected (e.g., "Mismatch," "Damaged," or "Worn Display").

To pack the items, associates use the Add Box button to assign products to boxes. The maximum number of boxes allowed is equal to the total number of items in the order. For instance, an order with two items can be packed into a maximum of two boxes. The Add Box button will become inactive once this limit is reached.

To pack an order, associates need to tap the Pack Order button on the order card. This opens a pop-up where they can choose whether to print the shipping labels and the packing slip. After confirming, they can tap Pack in the pop-up to complete the packing process.

After tapping the Pack button, if the shipping label generation fails, a pop-up displays: "We couldn’t retrieve a shipping label from the carrier (UPS, FedEx, etc.). To pack this order, please add tracking details."

To proceed, store associates:

• Generate a label using a different carrier.

• Manually enter tracking details.

• Reject the order with a reason if tracking information isn’t available.

The Shipping Label Error button is also available; it opens up a pop-up with the specific error details provided by the carrier partner.

To view more information about an order, store associates need to tap on the order name. A pop-up will appear with the options to Copy ID and View Order Details. Tapping on View Order Details will redirect them to the Order Details page.

Order Details Page

The order details page here shows all the same basic details as in the Open Orders tab. Store associates can pack the order, mark it as shipped, or reject it if required. This page shows the Shipment Method card, which shows the carrier name, the shipping method, and the tracking code.

When an order has more than one shipment, this screen displays all of them. Staff can check which shipments are already fulfilled, which ones are in progress, and if any are pending or cannot be fulfilled.

Handling Order Rejections

Store associates can reject items from an order if they cannot be fulfilled from the current store. When this happens, the rejected items are moved to a virtual facility called Rejected Item Parking. These items are re-brokered to another location based on rules setup in the routing app.

For this to work, at least one brokering rule must be set to pick up orders from Rejected Item Parking. This helps make sure the order can still be fulfilled from a different store or warehouse.

To understand the full process, go to the

Shipping Label Generation

A shipping label is provided by the carrier and pasted onto the package. The label includes details such as the shipping address, carrier name, shipping method, tracking number and barcode. As the package progresses through various steps, such as pickup, sorting, and delivery, the label is scanned. These scans update the tracking information, which is shared with the customer.

To generate the shipping label, tap the Pack Order button on the order card. A pop-up window will open, offering the option to print the shipping label and packing slip. After selecting the options, tap Pack to finish packing and get the label.

Specific Details Included in the Shipping Label:

Multi-packaging Label Behavior

For carriers that support multi-package shipments, HotWax OMS generates individual shipping labels for each package under a single shipment ID. When a shipment includes multiple packages, the OMS sends a request to the carrier specifying the total number of packages, and the carrier returns labels for each package linked to the same shipment ID.

Label Display Format

Every carrier generates shipping labels in a different format. Some carriers provide labels as PDF files, while others send them as images. HotWax OMS supports most formats and can render them as images for printing.

Display Behavior

The Fulfillment App handles label display based on the format received from the carrier:

• Single tab display: When the carrier sends the label in an image format, the app opens a new tab that shows both the packing slip (generated by HotWax) and shipping label together. This combined view makes it easy to see all shipment information in one place.

• Two-tab display: When the carrier sends the label as a PDF url, it will open in two new tabs. One tab displays the packing slip, and the other tab shows the shipping label. This separation is necessary because PDF labels require a different rendering than the packing slip format.

HotWax Commerce’s Inventory Receiving App empowers stock associates to efficiently receive ASN, Purchase Orders, and Returns and update the inventory count in the HotWax Commerce Order Management System.

The Inventory Receiving App enables retailers to precisely track the physical inventory received at their locations and record them in the system. For example, if a store anticipates 100 shirts in an incoming shipment but physically receives only 90, the app facilitates in recording exact inventory counts. This distinction is crucial as it prevents potential order rejections during fulfillment due to discrepancies in inventory levels.

Additionally, the Inventory Receiving App streamlines the receiving process by allowing store associates to efficiently enter or scan products using handheld devices like mobile phones or iPads. As a Progressive Web App (PWA), it offers flexible browser-based access or can be easily saved as an icon on store associates' devices, providing convenient one-click accessibility. This adaptability ensures a seamless and expedited inventory-receiving experience, enhancing overall operational efficiency.

Receive ASN

1. Locate ASN:

The first page users see when they log into the app is the Shipments page which houses a complete list of ASNs received from ERP or WMS. To locate specific ASNs, store associates can scan the ASN barcode from the physical copy received along with the package. Store associates can also manually input the ASN ID in the Search box to locate the shipment.

2. View ASN Details:

Once ASN is located, store associates can tap to view the ASN details including SKUs along with their names, SKU codes, images, and expected inventory counts.

3. Locate Items:

The inbound shipments generally contain multiple product items, store associates can either scan individual product barcodes or search SKUs to locate specific items and start receiving. In case you are not managing barcodes, tap on the image icon to see the enlarged image to easily identify the product before receiving it. Users can also change their product identifiers from the settings page.

4. Receive Items:

If store associates have verified that the physical inventory count matches the anticipated inventory in the ASN, they can tap on the Receive All button to accept the entire received inventory of the product at once.

If store associates encounter any discrepancy between the physical count and the anticipated inventory, they can manually input the received quantities. Retailers have the option to mandate store associates to scan the unique barcode of each SKU for enhanced accuracy and inventory management.

When receiving inventory, retailers can also select the pre-defined location in the store where the inventory will be put away. This will help in the picking process as the picker would have easy access to the item during fulfillment.

5. Save and Finalize:

Store associates must tap on the 'double checkmarks' at the bottom of the page to finalize the receiving process and update the inventory in the system. Inbound shipments are only removed from the page when inventory for all products is received. Once the shipment is saved, users cannot receive any additional products for the same shipment. Therefore, users must ensure that all inventory that could be received is indeed received, and no further inventory remains pending for the shipment.

Receive Purchase Orders

Purchase orders are buyer-generated documents detailing product specifics, quantities, and prices. Retailers use these purchase orders to order from suppliers. Upon delivery, retailers need to verify the received inventory against the purchase order, ensuring accurate shipments and inventory counts.

The process of receiving purchase orders is similar to . Store associates need to navigate to the Purchase Orders page and search for the Purchase order ID to start the receiving process.

Store associates can also see the status of purchase orders i.e. whether they are created or approved on the Purchase Orders page. The comprehensive details of all the purchase orders received are also available for the store associates for future reconciliations.

Receive Returns

Retailers who accept returns at their stores need to accurately receive and record the returned inventory for potential resale on e-commerce.

Store associates can lookup the incoming returns by navigating to the Returns page and identifying the returns with the Return ID. Store associates can receive the returned items similarly to the .

Handle Discrepancies

Receiving Extra Inventory

Sometimes stores receive more items than expected, leading to scenarios where, for instance, a store might receive 110 product items instead of the anticipated 100. Shipping back the extra items incurs additional costs for the retailer, necessitating a solution to receive this surplus inventory effectively.

HotWax Commerce facilitates the receiving of extra inventory to address this concern. The progress bar highlights over-received items, turning red to identify items with excess inventory easily. Furthermore, the platform generates reports for over-received items, allowing retailers to receive this extra inventory efficiently within their ERP system.

Receiving Unexpected Items

At times, stores receive items that differ from the recorded shipment. This discrepancy could arise from mispicking at the warehouse or inadvertently shipping more items than intended. When stores unexpectedly receive these extra Items, they require a process to receive and record these additional items effectively.

Here’s how to receive unexpected items

Step 1:

Click the (+) icon located at the top right corner of the Shipment page under the Shipment Details section. This will open a box to add a product to the shipment.

Step 2:

Search for the product by its SKU or name. Once the product appears in the search menu, click the Add to Shipment button to include it in the shipment.

Step 3:

The product will then appear on the Shipment Details page. Enter the quantity of the unexpected item and proceed with the usual receiving process.

Settings for the BOPIS app can be accessed by clicking on the Settings button on the bottom tab of the app. It displays a list of all the settings that can be configured to streamline processes and optimize BOPIS efficiency.

Facility

Users can use this setting to select the facility they want to operate from. Orders, inventory and other configuration data will be specific to the facility that the users select.

Order Edit Permissions

If an order is rejected by the store, the customer receives an email notifying them of the rejection and outlining the alternate fulfillment options that are available. Users can use toggle buttons to conveniently enable or disable permissions for various aspects of the orders that customers are allowed to edit when updating their orders on Re-route Fulfillment.

• Delivery Method: Enable or disable the permission for customers to edit the delivery method for their orders.

• Delivery Address: Enable or disable the permission for customers to edit the delivery address for their orders.

• Pickup Location: Enable or disable the permission for customers to edit the pickup location for their orders.

• Cancel Order Before Fulfillment:

Partial Order Rejection

Store managers can use this setting to control whether a BOPIS order can be partially rejected in case there is insufficient inventory of specific items at the store.

Product Identifier

Users can choose primary and secondary product identifiers (such as product ID, product title, SKU, etc.) to view products with preferred identifiers in the app.

Timezone

This option allows users to select an appropriate timezone to ensure consistency and optimize operations according to local time.

Language

This option allows users to select a preferred display language for the app.

Shipping Orders

For stores managing both BOPIS and Ship from Store orders, switching between apps can be challenging. To optimize this process, the Show Shipping Orders feature can be enabled. This will allow users to view and fulfill regular orders brokered to their store by the OMS directly within the BOPIS app. Users can easily control this setting using the toggle button to enable or disable it as needed.

Packing Slip

Packing slips help customers reconcile their orders against the delivered items. Store managers can use the Generate Packing Slip toggle to control whether or not packing slips are generated for orders.

Track Pickers

Store managers can assign store pickup orders to store associates and track associates who picked orders, by entering their picker IDs when packing an order. They can use the Track Pickers toggle to enable tracking. This is essential to manage picker commission.

Notification Preferences

Users can select the notifications they want to receive in the BOPIS app.

• New order notification: Enable or disable notifications for any new orders.

• Open order notification: Enable or disable notifications for pending open orders.

• Ready for pickup order notification: Enable or disable notifications for orders that are ready to be picked up by customers.

OMS

Product Store

A Product Store represents a brand or a set of products. If your OMS is connected to multiple eCommerce brands selling different product collections, you can have separate Product Stores in HotWax Commerce.

Facility

The Fulfillment App allows authorized users to select a facility to operate from, determining the visibility of orders, inventory, and other configuration data.

Online Order Fulfillment

Adjust the order fulfillment capacity for your facility. If you set the fulfillment capacity to 0, new orders will not be allocated to this facility. Leave this field empty if the fulfillment capacity of this facility is unlimited. Setting fulfillment capacity to No capacity disables new orders from being allocated to this facility. Select Unlimited Capacity if this facility's fulfillment capacity is unrestricted. You can also select a custom option to set the capacity limit.

Sell Inventory Online

Determine whether the inventory of the store should be accessible for online sales or not. This setting allows you to specify whether the products available in your physical store should also be available for purchase through online channels or not. If enabled, customers browsing your online store will be able to see and purchase items from your inventory. If disabled, the products will not be listed for online sale, restricting purchases to in-store transactions only.

App

Product Identifier

This setting allows selection of a primary and secondary product identifier, such as product ID or SKU, to control how products are displayed in the app.

Timezone

This setting allows selecting an appropriate timezone to ensure consistency and optimize operations according to local time.

Language

Choose the preferred display language. This setting controls the language used throughout the interface.

Additional Documents

Shipping Label and Packing Slip Settings

These settings control whether shipping labels and packing slips are printed along with each shipment by default.

Generate Shipping Label

A shipping label is used by the delivery carrier to send the package to the customer’s address. This setting controls whether shipping labels should be printed for the selected location.

Generate Packing Slip

A packing slip shows the list of items in an order and helps match delivered products with what was ordered. This setting allows deciding whether to print packing slips for shipments or not.

Notification Preference

This setting controls whether store associates receive notifications for orders awaiting fulfillment.

Force Scan

This setting enables store associates to select the barcode identifier used for scanning and specify whether scanning is required

Allow Partial Rejections

When , individual items get rejected from a facility without impacting the rest of the order.

Allow Collateral Rejection

helps manage situations where the product in a rejected order item is part of multiple pending orders at a facility. When enabled, rejecting an item in one order automatically rejects the same product in all other pending orders.

Affect QOH on Rejection

toggle provides control over inventory adjustments during order rejections.

Gift Card Fulfillment

Gift card activation can be done from the In Progress tab. Gift card items are marked with a gift box icon on the order details card.

To activate:

1. Tap the gift icon.

2. A pop-up opens where the activation code is entered.

3. After filling in the code, tap Activate.

A message appears:

"This gift card code will be activated. The customer may also receive a notification about this activation. Please verify that all information is entered correctly. This cannot be edited after activation."

1. Tap Activate again to confirm. Once submitted, the code can't be changed.

2. The gift icon can be tapped again later to view the entered code.

Kit Product Fulfillment

Kit products are items sold together as a set, made up of multiple individual products. Here's the overview of how kit products appear in the Fulfillment App.

Kit Badge

• When an order consists of a kit product, a "Kit" tag appears on the order card in the Open, In Progress, and Completed tabs.

• Store associates can tap on the three-dot menu on the order card to open a list showing all items included in the kit.

• The kit is fulfilled just like any other order.

Kit Item Rejection

Managing kits, which combine multiple items into one product, can be challenging when one of the items is not available. Customers expect to receive the full kit, so if even one item is missing, the entire order needs to be rejected.

To keep inventory accurate, it is important to track which specific item caused the rejection.

Example: If a Sunglasses Travel Kit includes sunglasses, a cleaning cloth, and a case, and the cloth is out of stock, the associate can reject the kit and mark only the cloth as unavailable. This updates the inventory for the cloth without affecting the sunglasses and case.

Steps for rejecting the kit order:

1. In the In Progress tab, the order details card shows if the order is a kit order.

2. Select the kit order that needs to be rejected.

3. In the order details, to view rejection options, tap the bin icon.

4. A list of reasons will appear, such as:

Accessing your assigned counts

Store counts are accessed via the Counts tab. Each card represents a cycle count at your facility and shows:

• Count name and creation time: Helps identify the task.

• Due date: When the head office expects the count to be completed.

• Start date: Scheduled start time for counting.

• Sessions list: Names of existing sessions (usually one session per associate).

• Action buttons – vary according to status:

  • Created counts show Start counting (to begin the first session) and Preview count (to view details without starting).

  • In progress counts show Review progress and complete (to open the progress page) and New session (to add more counters).

Required permissions

• Open the Counts tab and see cycle count cards: any of FULFILL_INVCUNT_ADMIN or INV_COUNT_ADMIN.

• See item details in Preview before counting begins: any of PREVIEW_COUNT_ITEM, INV_COUNT_ADMIN or COMMON_ADMIN.

Preview (before counting starts)

Selecting Preview count for a count in the Created state opens a Track progress page. At this point no items have been counted. The page includes:

• Count header card: Displays due date, start date and a status badge (Created). A Sessions section shows the default session.

• Products counted widget: Shows how many products have been counted (usually 0) and how many are remaining. This number gives managers an idea of the workload.

• Tabs for uncounted, undirected and counted: These categories display item lists once counting begins. Before the count starts, the Uncounted tab shows the total number of items to be counted. If your user has access, you can also preview the exact products that will be counted.

Planning tips

• Estimate labor. Use the products remaining figure to determine how many associates you’ll need. If there are hundreds of SKUs, schedule more counters or spread the work across multiple days.

• Check start and due dates. Ensure counting begins on or before the start date and will finish by the due date. Communicate this timeline to your team.

• Create sessions wisely. When you’re ready to start, return to the counts list and click Start counting to create the first session. Add more sessions via New session once counting is in progress.

Shipping Label Generation

If you encounter difficulties generating a shipping label within the HotWax Commerce Fulfillment App, it may be attributed to incorrect configurations of the shipping carrier, incomplete facility associations, or missing customer details. Here are some cases that may result in shipping label generation errors:

Filtering

Store associates can filter orders based on the carrier partner handling the delivery.

• Selecting FedEx will show all orders with FedEx as the carrier.

The Picklist provides a detailed list of items in a Transfer Order (TO) to support accurate packing and tracking. Generate a PDF and use it as a checklist while preparing a shipment to transfer. Pack items first, then enter the details into the app to reduce confusion, prevent errors, and make it easier to generate shipments and shipping labels.

Picklist Fields

Managing cycle counts often requires extensive manual communication, especially for merchants with a large inventory network. Operations Managers and Admins may not always be in a position to directly communicate cycle count requests to ground teams and often rely on static forms of communication like email. When merchants need inventory reconciliation for multiple items, inconsistencies in information flow can lead to inaccurate inventory records.

The Directed Cycle Count app is designed to adapt to the user operating it. When a fulfillment team member logs in, they are provided with a focused, action-oriented interface that displays only the functions relevant to their role.

Assigned Cycle Count

The first page a fulfillment team member sees upon logging in is the Assigned

Find Transfer Orders

This is the default view when the Transfer Orders page is opened. Associates can search open and closed transfers on this page.

Open and Completed Tabs

Associates can segregate between open and completed TOs by switching Open and Completed tabs from the top-right corner.

Details Shown for Each Transfer Order

Viewing Transfer Order Details

Through the Find page, users can view:

• Transfer Order Name: The name entered when creating the transfer order.

• Transfer Order ID: Unique identifier generated by the app for the transfer order.

• Transfer Order Status: The status appears next to the order name, as Approved or Completed.

Note: The order status remains Approved until all items are fulfilled and only changes to Completed once every item has been fulfilled.

Transfer Order Creation

To create a new TO, tap the + button located in the bottom-right corner of the Transfer Orders tab. This opens the Create Transfer Order screen.

Steps to Create a Transfer Order

1. Name the TO

   • At the top left of the page, enter a unique name for the TO. This name helps to easily identify the TO later.

2. Assign Destination

   • Locate the Assign section in the left-hand menu.

Upload CSV for Transfer Order

When creating a TO for multiple products, the Fulfillment App supports uploading a CSV for multiple products.

To efficiently create a TO with multiple products, follow these steps:

1. Prepare a CSV File

   • Create a CSV file containing the SKUs and quantities of the products to be transferred.

2. Navigate and Upload

   • On the Create Transfer Order page, navigate to the

This method eliminates the need to add each product manually and speeds up the TO creation process.

Transfer Order Fulfillment

The Transfer Order Details page is used to fulfill TOs. To access this page, store associates simply tap on a transfer order from the Find page, which navigates them to this page.

At the top of the page, associates can view important details such as the total quantity of items they need to fulfill, the transfer order name, the order ID, and the current status of the TO, which will be marked as either Approved or Completed.

• Approved: The transfer order is active and pending fulfillment.

• Completed: All items in the transfer order have been fulfilled, and the TO is shipped.

While fulfilling the TO, associates can generate a picklist to view all the items that need to be picked. To do this, tap the Picklist button at the bottom of the page.

Item Card

Item card displays key product information:

• Product image

• SKU

• Product name

• HotWax Commerce product ID

• View item quantity ordered: Displayed next to the Report an Issue dropdown.

• Partial Fulfillment: If the full quantity of an item is not available, associates can create a shipment for the available quantity.

Complete Shipment

Once the items are fulfilled, associates can tap the Create Shipment button in the bottom-right corner. After this, they will be redirected to the Review Shipment page, where they can:

• Generate the shipping label

• Add the tracking code

• View the carrier name

• Important: Once a shipment is completed, it cannot be edited.

Permission required for the Transfer Orders Page

The HotWax Commerce Order Lookup page is designed for retailers who do not have Shopify POS. Store managers can use this page to help customers who inquire about their online orders while in the store. Store managers need to have a unified order visibility to quickly access accurate order details. Customers often have to contact customer service representatives (CSRs) to get information about their orders.

The Order Lookup Page enables seamless access to comprehensive order information. Store managers can search for orders using the order ID, customer's name, or product SKUs. Upon accessing the order details, store associates will be presented with information, including customer details, current order status, and a timeline tracking key order milestones such as creation, import, approval, and fulfillment.

The order detail page will display individual order items, ensuring store associates possess detailed information to effectively assist customers.

This feature helps store managers address customer inquiries about online orders without the need to contact customer service representatives (CSR), significantly reducing wait times.

Find Order Page

The Find Orders page within the Order Lookup page helps store managers access a list of all orders along with order details. These details include order items, order ID, order date, facility name, order status, shipping method, and customer name. Store associates can ascertain the current status of each order and determine the fulfillment facility.

1. Navigate to the Launchpad

   • Within the Orders section, locate and select the "Fulfillment App".

   • In the Fulfillment App, within the Organization section, click on the "Order Lookup" option to view all orders irrespective of the facility and the channel.

2. Search Orders

Filter Orders

HotWax Commerce enables store managers to filter orders based on specific criteria, simplifying the analysis of particular order-specific subsets.

Select Filter Criteria

Use the filter options on the top right of the "Find Orders" page to apply filters by clicking on the hamburger menu. Filtering can be done based on Brand/Product Store, Facility, Order Status, Order Type, and Sales Channel. Store Managers will be able to apply these filters by checking the boxes for the desired filters.

A. Brand/Product Store Choose a specific Product Store from the checklist to filter orders by brand, enabling them to focus on orders related to a particular brand. Staff will only be able to view orders for product stores that they are linked to.

B. Order Type Categorize orders based on their types, such as ship-from-store orders, store pickup orders, or unfillable orders, aiding in the prioritization and management of different order categories.

C. Facility Select a Facility to narrow down the results to a specific location, allowing store managers to manage orders originating from a particular facility more efficiently.

D. Order Status Filter orders based on their current stage, including Created, Approved, Completed, or Canceled, providing them with the ability to view orders at different stages of processing.

E. Sales Channel Select a Sales channel from the dropdown menu to filter orders by a specific channel, such as web channel, POS channel, etc., enabling store managers to analyze orders originating from different sales channels separately.

F. Date Range Select a date range of the last 7 days, the last 30 days, or any custom range to view orders based on that selection. This helps store managers review and manage orders within a specific timeframe.

View Order Detail

Store managers need to oversee order processing, address customer inquiries, and ensure timely fulfillment. The Order Details page in the order lookup page provides all the necessary information at a glance, reducing the time spent searching for order-related data and allowing managers to focus on critical tasks. The order details help store managers identify the exact status of the order and the timeline of its fulfillment. Detailed information helps store managers to better assist customers.

Step-by-Step Usage Instructions

1. Search for the Order

• Use the search bar or filters within the order lookup page to find the specific order you need to view.

• Enter relevant information such as order ID, customer name, or date range to narrow down your search.

• Efficient searching saves time and helps quickly locate the desired order.

2. Click on the Order

• Once you find the order in the search results, click on it to open the Order Details page.

• This action will direct you to a page with comprehensive details about the selected order.

3. View Customer Information

• On the Order Details page, locate the section displaying customer information.

• Here, you can view the customer’s name, address, and contact number.

• This information is essential for communication and verification purposes.

4. Check Order Source

• Store managers will have visibility into the order's origin, including the channel from which it originated and the associated brand.

• Review the order origin section to see which channel the order originated from and the associated brand.

5. Access Payment Method Details

• Find the payment method section to view information on how the customer paid, including the total payment value.

• Identifying payment methods like Cash on Delivery (COD) is crucial for managing payment collection during fulfillment.

6. Review Order Identifications

• Look at the Order Identifications section for key information such as:

  • Shopify Order ID (with a direct link to Shopify for more details).

  • Shopify Order Name.

  • HotWax Order ID.

7. Examine Additional Data

• Check additional Meta fields, such as Customer ID, and Municipio code.

• This information ensures compliance with regulatory requirements for order approval and brokering.

8. Inspect Order Item Information

• Scroll down to see the complete list of items and ship groups within the order.

• Detailed item information includes product identifiers, item prices, and fulfillment statuses.

• Understanding item-level details helps in managing inventory and fulfillment processes.

9. Track the Order Timeline

• View the Timeline section to see various order milestones:

  • Order Creation Time.

  • Import Time.

  • Approved for Fulfillment.

10. Monitor Inventory Allocation

• Look at the inventory allocation section to see when and from which store the inventory was allocated for the order.

• Visibility into inventory helps in understanding stock levels and fulfillment locations, ensuring accurate information is provided to customers.

Starting the count

Once the start time arrives, the Start counting button becomes active in the count card. After starting, the count moves into the In progress state.

Required permissions

• Open the Counts list and start sessions: any of FULFILL_INVCUNT_ADMIN or INV_COUNT_ADMIN.

• Start a count before its planned start time: any of COMMON_ADMIN, INV_COUNT_ADMIN or INV_COUNT_PRE_START (otherwise Start counting stays disabled until the start time).

Creating sessions

Managers or associates can create multiple sessions to divide the work. When they click New session, a form appears to:

• Enter the session name

• Select the area (Backstock, Display, etc.)

The system automatically creates one default session. Multiple sessions can run in parallel. If a session is active, no other user can work on that same session. Managers have permission to forcibly release another user's active session when a session is abandoned or blocked.

Performing the count

Inside a session, the associate will see:

• Count name and type

• Options to edit the session name/area

• Option to discard the session

• Submit button for when the session is complete

Session actions (edit, discard, submit)

• Edit: Opens a modal to update the session name and area. Available while the session is In progress and not locked by another user.

• Discard: Shows a confirmation before marking the session as discarded. Available while the session is In progress and not locked. Once discarded, the session is removed from review and you are returned to the counts list.

• Submit: Completes the session. Appears only while the session is In progress; disabled when the session is locked. Submission is blocked until all unmatched items are resolved.

Scanning items

The scan action button changes based on session state:

• Before the session starts, it shows Start counting (green). Tapping it moves the session to In progress and focuses the scanner input.

• During the session, if the input is not focused, it shows Resume counting (red) as a reminder to return focus to the scanner field.

• When the scanner input is already focused, it shows Scanner ready and is disabled until focus is lost.

The scanned items will appear in the left panel. If a wrong item is scanned, the associate can remove it, and the system will adjust the count automatically.

Item categories during scanning (for directed counts)

Scanned items automatically fall into four sections:

• Counted: Items assigned to this session and matched correctly

• Unmatched: Items scanned but not found in the system

• Undirected: Items that exist in system but were not assigned to the associate

Item categories during scanning (for hard counts)

Scanned items automatically fall into two sections:

• Counted: Items assigned to this session and matched correctly

• Unmatched: Items scanned but not found in the system

While scanning, the system will also display the total number of units scanned and the number of unique products counted. This helps the store team track their progress and supports the reconciliation process.

For example, before counting a shelf, the team may identify that it contains 40 units. As they scan each item, the system will update the count of units and products scanned, allowing them to verify that everything has been captured accurately.

During scanning, some items may appear in the Unmatched tab. These are items whose UPC/UPCA does not match any product in the system. Store associates must review and manually match these items before submitting the session.

How to match an unmatched item

1. Open the Unmatched tab inside the session.

2. Locate the item that needs to be matched.

3. Click on the Match icon.

4. A Match Product

What happens after saving the match

• If the matched product belongs to the count, it moves to the Counted tab.

• If the item is not assigned in the count, it moves to the Undirected tab.

• The item is removed from the Unmatched list.

The unmatched item card also shows the time when this item was scanned and how many scans ago it occurred. The matched scans before and after this product are also displayed so that the associate can correctly locate the unmatched item in the store.

This ensures the store team can complete the count with all items correctly mapped to system products.

Add hand-counted items

At the bottom left of the page, there is an option to add items that have already been hand-counted. Click on Hand-Counted Items, and a new screen will open to add these items.

• Search for the item using its SKU or parent product name and press Enter. This will add the item directly.

• Enter the quantity manually, or use the + and − buttons to adjust the inventory.

• To remove an item, click the cross (×) button.

After adding all hand-counted items and their quantities, click the Save button at the bottom right of the page. All these counted items will then be added to the session.

Note: Hand-counted items can be added in directed counts only when they are already included in the directed list.

Use the Fulfillment App to fulfill Transfer Orders (TOs). Use the app for store-to-store and store-to-warehouse transfers; complete warehouse-to-store transfers in your Warehouse Management System (WMS). This guide covers locating a TO, picking and packing inventory, creating shipments, handling exceptions, and completing fulfillment.

Fulfilling a TO

Locate the TO

• Open the Transfer Orders page.

• Use the search bar to look up the TO by ID or name.

• You only see TOs where the origin facility matches your selected facility.

Review TO details

Opening a TO displays:

• Item list with product name, image, SKU, and ordered quantity.

• Total number of items to fulfill.

• A progress bar that shows fulfillment progress per item.

This view helps you verify items before starting fulfillment.

Print picklist

• Select Print Picklist to generate a packing checklist.

• For details, see .

Pick items

Pick items using one of three methods:

1. Barcode scanner: Scanning selects the item and increments the picked quantity.

2. iPad camera: Tap Scan to open the camera and scan the barcode.

3. Enter SKU: Enter the SKU in the Scan Item field.

Each scan or SKU entry adds one unit and updates the progress bar. You can also manually enter picked quantities once an item is selected.

Tip: Use Pick All when you are picking the entire ordered quantity for an item.

Create shipment

TOs may be fulfilled in multiple shipments or in a single shipment.

Fulfill in multiple shipments

If you are fulfilling multiple shipments, record only the items for the current shipment. The rest remain open until fulfilled later.

• Enter quantities for the items included in the current shipment.

• Tap Create Shipment and confirm by selecting Create.

Fulfill in single shipment

When the entire TO is fulfilled at once, all items are picked and shipped together.

• Tap Pick All for every item in the TO.

• Tap Create Shipment and confirm by selecting Create.

Once a shipment is created, the TO is marked as fulfilled and cannot be edited.

Review shipment

After a shipment is created, the Review shipment page opens. Choose either to:

• Tap Generate shipping label to fetch carrier and tracking information automatically, or

• Enter the carrier and tracking code manually.

Complete shipment

After entering the tracking code:

• Select Complete Shipment.

• Confirm by tapping Ship.

Exception handling

Rejecting an item in a TO

If an item cannot be fulfilled (missing inventory, damage, or incorrect listing), reject it. Rejecting any item rejects the entire TO and records an inventory variance so future orders plan against accurate stock.

Steps to reject an item:

• Open the Report an Issue dropdown next to the item.

- Select a rejection reason (for example, Not in stock, Mismatch, or Damaged). - Remaining items default to **No Variance** and the **Reject Items** button appears. - Select **Reject Items** and confirm by tapping **Reject**.

After rejection, the TO moves to Rejected Order Parking, and inventory variance is logged based on the selected reason. For details on rejection reasons, see Rejections.

Cancelling an item in a TO

You can cancel a specific item even if it has been partially fulfilled (for example, low stock, damaged inventory, or a cutoff). Cancelled items are no longer available for fulfillment in either app.

Steps to close an item:

• Tap Close Items.

• In the review dialog, select the checkboxes for the items to close, then tap the Save icon.

• When prompted, tap Proceed to confirm.

Closed items are removed from the TO in both the Fulfillment App and the Receiving App.

The Fulfillment App allows store users to reject items from an order or complete an order 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.

The Receiving App lets you receive inventory against Transfer Orders (TOs). You can receive items partially or fully as they arrive, with real-time updates. This guide covers locating a TO, receiving items, handling different receiving scenarios, and managing discrepancies.

Receiving a TO

Follow these steps to receive a TO.

The Hard Count process in HotWax allows the fulfillment team to count every item in the store, helping provide an accurate inventory view across the company. The Hard Count process requires the fulfillment team to manually count every item in the store, ensuring an accurate inventory snapshot.

Performing a Hard Count

1. Identifying Hard Count Cards: Hard Count tasks can be found under the Assigned tab, just like regular cycle counts. They are distinguished by the

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

1. Enter your user credentials (username and password) to log in to the HotWax Commerce Platform.

2. Navigate to Create Order Return:

   • In the main menu, click on Order Management.

   • From the dropdown, select Create Order Return.

3. 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

4. Select Create Return:

   • Once the order is located, click on the Create Return button associated with the order.

5. 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

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.

1. 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:

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.

The Preview page and Review Progress and Complete page in the HotWax Commerce Cycle Count app help store teams plan and monitor in‑store cycle counts. These pages are primarily designed for store managers. Associates focus on the counting screens and may never need to open these management views.

Purpose and user roles

Inventory‑control mindset: These management views are critical to maintaining accountability. They allow a manager to plan adequate staffing, monitor progress and ensure that all directed items have been counted before submission.

Required permissions

• Open counts and reach the Preview/Review Progress page: any of FULFILL_INVCUNT_ADMIN or INV_COUNT_ADMIN.

• View product details in the tabs when the count is still in Created/not yet started: any of PREVIEW_COUNT_ITEM, INV_COUNT_ADMIN or COMMON_ADMIN.

Accessing your assigned counts

Store counts are accessed via the Counts tab. Each card represents a cycle count at your facility and shows:

• Count name and creation time – helps identify the task.

• Due date – when the head office expects the count to be completed.

• Start date – scheduled start time for counting.

• Sessions list – names of existing sessions (usually one session per associate).

Review progress and complete (during counting)

When a count is moved to the In progress state (by tapping Start counting), the Review progress and complete button opens a more detailed progress page. This page provides a real‑time overview of the count:

• Count header card – similar to the preview card but now shows a status badge In progress. The Sessions list indicates each counting session and its state (Created, In progress or Submitted).

• Products counted widget – updates dynamically to show how many products have been counted and how many remain. This helps managers gauge progress at a glance.

• Submit requirements panel – a checklist indicating what must be done before the count can be submitted:

Managing sessions and submission

1. Monitor session status. Ensure each associate submits their session when finished. If a session is stuck in In progress, follow up with the associate to complete their counts.

2. Review uncounted items. In the Uncounted tab, verify that there aren’t any remaining SKUs. If there are, re‑assign them by creating a new session or asking an associate to reopen their session.

3. Handle items not in stock. Sometimes uncounted items remain because they simply are not in stock. Once all active sessions show a Submitted state, the Uncounted tab displays an option such as Mark remaining items out of stock. Clicking this button generates a new session and automatically assigns a quantity of 0 to every remaining item. For directed counts, this zero‑quantity session includes only the items that were assigned to be counted; for hard counts, it includes all SKUs with positive system inventory that were not counted. After this action, the previously uncounted list should be empty.

Uncounted tab

This tab lists all products that were assigned for the directed count but were not counted by the team.

• For each item, the current system on-hand quantity is displayed so the manager can decide how to handle the item.

• If items remain uncounted even after the associate has submitted the session, it usually means these products were not physically found in the store.

Available action: Mark out of stock

• The manager can click Mark out of stock to update all uncounted items in bulk.

• This feature is provided so that if the counting is actually complete and these items were genuinely not found, the manager can cleanly mark them as out of stock.

• This ensures accurate inventory and prevents incorrect stock from carrying forward.

• Uncounted/Undirected/Counted tabs – allow the manager to inspect items that haven’t been counted, items counted outside of their directed location (undirected), and items already counted. Each tab displays product images, names, SKUs and variance fields so managers can quickly spot issues.

Undirected tab

This tab shows items that were not part of the directed count list, but were scanned by the team during the count.

• For each item, both the counted quantity and the system quantity are shown.

• Variance is displayed to help the manager understand the difference.

Available action:

• Discard all undirected items: If these items should not be included in the count submission, the manager can skip all of them at once.

• Discard: The manager can selectively skip specific undirected items by clicking the Skip button next to each one.

Counted tab

This tab displays all the items that were part of the directed count and were successfully counted.

• It shows the counted units, the system units, and the variance for each item.

• This helps the manager quickly review discrepancies before final submission.

Store associate workflow (simplified)

Store associates generally skip the preview and progress pages. Their workflow is:

1. Navigate to the assigned counts list and tap Start counting next to the assigned count.

2. The system automatically opens the counting session where they scan barcodes and enter quantities.

3. When finished, they mark the session as Submit within the counting screen. This updates the session status so the store manager can see it in Review Progress and Complete.

Associates should focus on accurate counting and timely submission. All other management functions – creating sessions, monitoring progress, ensuring compliance and submitting counts to head office – are handled by the store manager.

Read more details about performing a count on .

Inventory control tips

• Plan resources based on product volume. Before starting a count, use the preview to estimate how much labor is needed. Build your counting schedule to minimize disruption to customers (e.g. after hours or during slow periods).

• Track progress daily. During counting, check the progress page regularly. If the products remaining number isn’t decreasing as expected, investigate whether associates need help or additional training.

• Ensure session discipline. Require associates to submit their sessions promptly. Sessions left open for days can lead to stale data and variances.

• Verify all items counted. Do not submit a count until the uncounted and undirected tabs are zero. Head office may reject incomplete counts, delaying inventory reconciliation.

By using the Preview and Review Progress/Complete pages effectively, store managers can plan cycle counts, allocate staff, monitor progress in real time and ensure the count is complete and compliant before submitting it for final review.