Advanced Shipping Notice (ASN)

An Advance Shipment Notification (ASN) is a notification sent by a supplier to a recipient detailing the contents and expected arrival of a shipment, often sent in advance of the physical delivery. For example, if a store anticipates receiving 100 shirts in an incoming shipment, the ASN will detail this expected inventory count.

In the context of Hotwax Commerce, store associates receive ASNs in relation to Transfer Orders (TOs). Generally, a Transfer Order is created in an ERP system, and when the TO is fulfilled in the ERP or WMS (Warehouse Management System), an ASN is generated in HC. Store associates then perform the receiving based on this ASN using the HC Receiving App. In the context of Purchase orders, the ASN receiving is done in ERP/WMS.

Upon the shipment's arrival, store associates can use the Inventory Receiving App to locate the ASN by scanning the ASN barcode or manually inputting the ASN ID. They can then view the ASN details, including SKUs, names, SKU codes, images, and expected inventory counts.

Appeasement

Appeasement refers to refunds, discounts, or other forms of compensation provided to resolve disputes, improve customer satisfaction, and maintain positive relationships. HotWax Commerce does not allow the creation of appeasements. Instead, CSR teams can create appeasements in e-commerce platforms like Shopify, either by offering another product or issuing a refund without a return. HotWax Commerce downloads these appeasements for reporting purposes and posts them to the ERP for financial record keeping without tracking order line item details.

Arrival Date

The arrival date is the date when the inventory of the purchase order items is expected to arrive at the destination. Merchandisers can view the arrival date on the Find Purchase Orders page.

Available to Promise (ATP)

ATP (Available to Promise) represents the physical quantity of a product at stores or warehouses after deducting the reserved inventory, that is, inventory that has been allocated to online orders from the Quantity on Hand (QOH). ATP = QOH - Reserved quantities

Backorders

Backorders are orders taken for products that are temporarily out of stock. These orders are referred to as “backorders” because they were previously in stock and will be available again soon but are currently unavailable due to high demand, inaccurate sales forecasting, or operational discrepancies. For example, Brand ABC has an amazing season and sells all its inventory. Some regular items were bought frequently, so the merchandisers have already sent POs for these goods and know the approximate date of arrival. The brand utilizes this time for sales and starts taking orders for these products. To learn more about Backorders Click Here.

Backorder Parking

Backorder parking refers to the area that holds the orders for Backorder items. These orders are stored in the backorder parking area until they are restocked and prepared for fulfillment. To learn more about Backorder Parking Click Here.

Brokering

In Hotwax Commerce, brokering refers to the process of matching and routing orders to the most suitable fulfillment center or location based on factors like inventory availability, proximity to the customer, and delivery speed requirements. This ensures that orders are processed and shipped efficiently to meet delivery expectations.

Brokering History

Brokering History refers to the record of past brokering activities in HotWax Commerce. It logs when orders were routed to fulfillment centers based on inventory, proximity, and delivery speed.

Brokering Queue

The Brokering Queue serves as a waiting area for orders awaiting processing in the order brokering process. It ensures that orders are handled efficiently by analyzing order priority and determining the optimal fulfillment location based on proximity and inventory availability. Orders in Approved status waiting to be brokered are parked in the Brokering Queue until the brokering engine runs at frequent intervals.

For example, if the brokering engine runs every three hours starting at 9:00 A.M., orders placed and approved at 10:00 A.M. will remain in the Brokering Queue until the next brokering engine runs at 12:00 P.M. Similarly, orders placed and approved at 11:30 A.M. will also be processed at 12:00 P.M.

To Know more about Brokering Click Here.

Bundle Product

A Bundle Product refers to a product that consists of multiple components. These components are integrated to form a cohesive product offering. For example, a computer bundle might include a CPU, motherboard, RAM, and a hard drive.

The Import Bundle Product Components job ensures that these components are accurately reflected in the Order Management System (OMS). The availability of a bundle product is determined by the lowest common denominator of component inventory available at each facility. This means that the bundle product's availability is constrained by the facility with the least available inventory of its components. The computed inventory of each bundle product at every facility is then aggregated to determine the final sellable inventory number across the entire network.

To know more about Bundle Products Click Here.

CSR (Customer Service Representative)

A Customer Service Representative (CSR) is the first point of contact for any customer who has a question or an issue with a product or service the company sells. CSRs are responsible for handling customer requests regarding order fulfillment, order cancellations, and returns.

Customer Service Representatives (CSRs) can utilize HotWax Commerce to get detailed visibility about the orders and perform actions accordingly as per the customer’s requests.

Digital Gift Cards

Digital gift cards, or e-gift cards, are virtual equivalents of physical gift cards. Customers receive them via email or text message along with a unique serial number that they can use to redeem the value stored in the card. When customers order a digital gift card on Shopify, the order is immediately auto-fulfilled, a serial number is assigned, and the value is loaded to activate the gift card. Consequently, when HotWax Commerce downloads that order from Shopify, it is automatically marked as "Completed".

To Know more about Gift cards Click Here.

Estimated Delivery Date (EDD)

The Estimated Delivery Date (EDD) is the predicted date on which a customer can expect to receive their order. Displaying the EDD prominently on Product Display Pages (PDP) is crucial for managing customer expectations, as it provides clear and honest delivery information, enhancing the overall customer experience. With HotWax Commerce, retailers can display the EDD on Shopify, empowering customers with essential information about when they can anticipate their order's arrival.

Excluded ATP

Excluded ATP refers to the inventory at fulfillment locations that are not participating in online selling. This inventory is not considered available for online orders and is excluded from the Online ATP calculation.

Excluded Facilities

Excluded Facilities are facilities that are either not participating in online order fulfillment or temporarily unable to participate due to reasons like insufficient labor, natural disasters, or holidays. Inventory becomes available again when these scenarios change. Retailers can turn off fulfillment if they want to temporarily disable a facility from participation.

To learn more about excluded facilities Click Here.

Expedited Orders

Expedited orders are those prioritized for faster processing and shipping to ensure delivery within a shorter timeframe, typically within one to three business days. These orders are given precedence over standard orders to meet the high expectations of consumers for quick delivery. Expedited orders often involve additional costs for the customer or the merchant to facilitate the faster shipping and handling process.

Facility

In HotWax Commerce, a facility is a physical location such as a warehouse, distribution center, or store where inventory is stored, managed, and processed.

Facility Group

Facility groups are used to define the scope and functionality of facilities for omnichannel order management. For example, including a facility in the Pickup and Same Day Shipping groups indicates that the facility accommodates both Buy Online, Pickup In-Store (BOPIS), and same-day shipping orders.

Facility Type

In HotWax Commerce, Facility type refers to different locations used for fulfillment, including:

• Retail Store: Physical stores that fulfill online orders and facilitate in-store pickups.

• Warehouse: Centralized storage locations for fulfilling online orders and restocking stores.

• Outlet Store: Discount retail locations that fulfill orders and offer in-store pickups.

• Outlet Warehouse: Storage for outlet inventory, supporting fulfillment for outlet stores, and direct customer shipments.

Retailers can prioritize their brokering rules according to the facility types

Future Inventory

Future Inventory refers to stock that is not currently available but is expected to be in stock at a later date. With HotWax Commerce, retailers can maximize sales at full price by offering customers early access to future inventory through pre-orders, thereby reducing the need for end-of-season markdowns. This strategy helps retailers maintain higher profit margins and better manage inventory levels.

Inventory Allocation

Inventory Allocation in HotWax Commerce involves routing online orders to fulfillment locations using configurable rules. These rules consider factors such as shipping method, customer loyalty, proximity to the shipping address, inventory levels, store fulfillment capacity, and splitting configurations. This comprehensive approach ensures efficient and accurate fulfillment, optimizing inventory distribution and enhancing customer satisfaction.

Inventory Variance

Inventory variance refers to discrepancies between expected and actual inventory levels. It can be caused by factors such as damaged goods, discrepancies in shipment, or theft.

Item Fulfillment Status

Item Fulfillment Status in HotWax Commerce tracks the current stage of an item within the order fulfillment process. This status helps in monitoring and managing orders, indicating whether an item is Reserved, Picked, Packed, Shipped, or Delivered.

Maximum Order Limit

The Maximum Order Limit is a predefined limit set by a store, indicating the maximum number of orders it can fulfill in a day. When this limit is reached, the brokering engine automatically routes additional orders to alternative facilities that have capacity available. Setting a maximum order limit helps the store manage its resources effectively. It ensures that orders can be fulfilled within operational constraints and prevents overcommitment of resources. By leveraging the brokering engine to redirect orders to other facilities as needed, retailer maintains their ability to meet customer demand without delay.

Mispack

A Mispack refers to an error in the packing process where items are incorrectly packed, resulting in incorrect or incomplete orders being shipped to customers. Mispacks can lead to customer dissatisfaction and increased return rates. In HotWax Commerce, retailers can enforce scanning during the packing process to minimize mispacking incidents. This ensures that each item is accurately scanned and verified before being packed and shipped, thereby reducing errors and improving order accuracy and customer satisfaction.

Mixed Cart

A Mixed Cart order allows customers to combine items for store pick-up and direct home delivery into a single order, streamlining the shopping experience by eliminating the need for separate transactions and potentially increasing Average Order Value (AOV). Notably, Shopify does not inherently support a Mixed Cart feature. With HotWax Commerce, Shopify merchants can leverage this functionality to offer a more flexible and convenient shopping experience, enhancing customer satisfaction and sales potential.

Multi-channel Inventory

Multi-channel Inventory refers to inventory available for sale across various sales channels, including online stores, social media platforms, physical retail outlets, and third-party marketplaces. Managing inventory effectively across these channels is critical for retail brands to prevent overselling and ensure efficient order fulfillment. HotWax Commerce addresses this challenge by enabling the management of multiple Available-to-Promise (ATP) inventories for each sales channel. This feature allows brands to allocate distinct inventories to different channels, reducing the risk of delayed fulfillment or overselling penalties. Read our Multi-channel sales inventory setup user manual to learn more.

Online ATP

Online ATP represents the unified inventory pool of actual sellable inventory count that is published on eCommerce platforms and can be promised to customers. To calculate Online ATP, HotWax Commerce deducts inventory that is not available for sale from the ATP. This includes items such as safety stock, threshold quantities, orders in the brokering queue, and inventory from locations that are not participating in online selling. HotWax Commerce calculates Online Available to Promise (ATP) Online ATP = QOH - (Reserved quantities + Safety stock + Threshold + Orders in brokering queue + Excluded facilities’ ATP) To Know more about Online ATP Click Here.

Order Fulfillment Status

Order Fulfillment Status in HotWax Commerce tracks the current stage of an overall order within the order fulfillment process. This status helps in monitoring and managing orders, indicating whether an Order is created, approved, picked, packed, or shipped.

Order Merging

When a customer places multiple orders that can be fulfilled from the same location. Instead of treating them as separate orders, retailers prefer to merge them into a single shipment, ensuring a smoother and more cost-effective delivery process. Hotwax commerce enables order merging so that orders coming from the same location are fulfilled together. To Know more about Order Merging Click Here

Packing Slip

A packing slip is a document included with a shipment that lists the contents of the package. It typically includes details such as item names, quantities, and sometimes prices. This document assists both customers and senders in confirming that the correct items have been packed and shipped. In HotWax Commerce, store associates can choose whether they want to print the packing slip when packing orders To know more about Packing Slip Click Here.

Picker

Pickers are tasked with fulfilling orders by picking items from the store’s location according to a printed or digital picklist. This role can be created and assigned to a user in HotWax Commerce, ensuring efficient management of picking operations. Once a digital or printed picklist is created, it can be assigned to a user in the Picker role, to streamline the order fulfillment process.

Picklist

A picklist provides details such as inventory SKUs, quantities, and locations. It serves as a guide for pickers to pick items for orders fulfillment. To improve the picking process, store or fulfillment managers often organize inventory based on criteria such as Product Name, Bin ID, or Location Sequence ID. Structuring picklists to align with these strategies ensures an optimized route for pickers, minimizing time spent on picking and improving both speed and accuracy.

Pre-Orders

Pre-orders are simply advance orders taken for future inventory. These products have not yet been released in the market and are still in planning or production, and thus not in stock. A pre-order is an order placed for a product that is not yet available for purchase or delivery. Customers can reserve the item in advance, and the order will be fulfilled once the product becomes available in stock. To Know more about Pre-Orders Click Here

Pre-Order Parking

Pre-order parking in HotWax Commerce is a holding area where pre-ordered items are kept until their inventory becomes available. Orders in this queue are not yet ready for fulfillment and wait until the specified stock arrives before being moved to the brokering queue for processing and shipping. This ensures efficient and timely handling of pre-orders based on inventory availability. To Know more about Pre-Order Parking Click Here

Product Variants

A product variant in HotWax Commerce refers to individual variations of a product, which can include different sizes, colors, or other features. The Find Product page displays these variants along with the product category, product name, product ID, and product features such as size and colors.

Promise Date

In HotWax Commerce, the promise date refers to the estimated date by which an order is expected to be fulfilled and shipped to the customer. It represents the commitment made by the seller regarding the delivery timeline for each order in the system.

Proximity

In the context of HotWax Commerce, proximity refers to the distance or closeness of a particular location or fulfillment center to the customer's shipping address. It is a key factor in determining the most efficient and cost-effective way to fulfill orders, as closer proximity may result in shorter shipping times and lower shipping costs.

Purchase Order

A purchase order (PO) is a document created by a retailer and sent to their supplier to order items. It is typically generated in the retailer's ERP system. POs are synchronized from the ERP to HotWax Commerce to track ordered items and anticipate future inventory arrivals. This synchronization helps in calculating future inventory and managing pre-orders and back-orders. HotWax Commerce also syncs future inventory data to eCommerce platforms like Shopify, ensuring accurate pre-order management without overpromising or underpromising. To learn more Click Here

Quantity on Hand (QOH)

QOH represents the total physical quantity of a product available at stores or warehouses. HotWax Commerce receives daily inventory feeds from the ERP system to update and maintain inventory data. Additionally, in the absence of ERP systems, HotWax Commerce also receives inventory feeds from Warehouse Management Systems (WMS) and Point of Sale (POS) systems.

Rejected Orders

Rejected orders are orders brokered for fulfillment but rejected by a warehouse or store due to physical inventory unavailability, often caused by damaged, lost, or stolen items. Rejected orders return to the brokering queue for reassignment. Rejected orders are managed by routing them back to the brokering queue for reassignment. The OMS will then route the order to another facility based on product availability, customer shipping preferences, and routing rules.

Reserved Inventory

Reserved inventories refer to inventory, whether in a store or warehouse, that has already been allocated to fulfill orders. Reserved quantities are not included in the "available to promise" (ATP) and are not eligible to be sold.

Return Merchandise Authorization(RMA)

Return Merchandise Authorization (RMA) is a process that allows customers to return products for a refund, replacement, or repair. With HotWax Commerce, store managers can create RMAs for products sold online, facilitating the Buy Online, Return In-Store (BORIS) process. This feature streamlines returns management, improving customer satisfaction and operational efficiency.

Safety Stock

Safety stock helps retailers control how much inventory they promise to online channels. Once a store’s inventory count falls below the designated safety stock quantity, the remaining inventory will be reserved for in-store sales. Retailers often face inventory discrepancies, where a system’s inventory does not match the actual inventory in stores. Keeping safety stock also helps retailers mitigate the risk of taking orders that cannot be fulfilled due to inventory discrepancies. A robust omnichannel order management system helps retailers easily manage safety stock for each store. To Know more about Safety Stock Click Here

SendSale Orders

Send Sale orders in HotWax Commerce refer to orders captured through the Shopify POS App. These orders are taken in the store by store associates on behalf of customers for items that are not in stock in the store. The items are then shipped to customers at their preferred shipping location. In HotWax Commerce, these orders are downloaded and processed just like online orders. However, the channel tagged for the order in HotWax Commerce is Point of Sale (POS).

Shipping Label

A shipping label is a document used by shipping carriers to deliver a package to the customer's address. It includes essential information such as the destination address, return address, and tracking barcode. HotWax Commerce integrates with third-party shipping carriers like FedEx and shipping aggregators like ShipStation to obtain shipping rates and generate labels. The fulfillment team can create packages and generate labels directly within HotWax Commerce, without needing to move to a separate system.

Shopify Order ID

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

Shopify Order Name

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

Shopify Order Number

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

Soft Allocation

Soft Allocation is a feature in HotWax Commerce that performs real-time eligibility checks for items in a customer's shopping cart. By evaluating the cart items alongside the destination zip code, Soft Allocation ensures compliance with predefined criteria set by retailers, such as verifying if all items can be shipped from a single location. This process guarantees efficient validation of shipping eligibility, aligning with the requirements of various specialty shipping carriers. Read here to learn more about soft allocation.

Split Shipment

Split shipment, also known as order splitting, is a fulfillment strategy where a single customer order is divided into multiple shipments to ensure faster delivery of available items. This approach is used when different items in an order are located at different fulfillment centers or when some items are out of stock and need to be shipped separately once they become available. In HotWax Commerce (HC), this capability is a configurable setting. Retailers have the option to choose whether they want orders to be split for shipment or not. This global setting applies to all orders by default but can be overridden for specific orders as needed. When configuring brokering rules in HC, administrators can specify conditions for when orders should be split and when they should not. For instance, the brokering engine can prioritize shipping all items from one location to avoid splitting orders. However, if necessary, it can split an order and ship items from multiple locations as a last resort to fulfill the customer's requirements efficiently.

To know more about Split Shipment Click Here

Stock Keeping Unit (SKU)

A Stock Keeping Unit (SKU) is a unique identifier assigned to each product and its variants, used for inventory tracking and management. In HotWax Commerce, retailers can choose their preferred product identifier, such as an SKU, to map products between Shopify and HotWax Commerce, ensuring accurate and efficient inventory synchronization and management across platforms.

Threshold

To mitigate the risk of overselling caused by inventory inaccuracies, merchandisers allocate buffer stock on a company-wide basis before committing inventory to online sales channels. This buffer inventory is referred to as the Inventory Threshold. Unlike safety stock, which is managed at the store level, the Inventory Threshold ensures that reported inventory levels across all products are adjusted to account for potential inaccuracies before allocating stock to online channels.

For example, let’s say Brand ABC sets the threshold of 10 units for red socks in Stores X and Y. This will impact these stores’ inventory levels, in the following manner:

Store X Inventory: 100 Units Store Y Inventory: 100 Units Threshold: 10 Units Inventory Available for Online Orders: 200 Units - 10 Units (threshold) = 190 Units

Transfer Order

A Transfer Order is crucial for maintaining inventory balance, minimizing stockouts, and optimizing allocation across stores or warehouses. Effective management enhances operational efficiency, reduces excess inventory costs, and improves customer satisfaction. Types include:

• Warehouse to Store: Replenishes retail inventory from the central warehouse.

• Store to Warehouse: Returns excess or unsold inventory for redistribution.

• Store to Store: Transfers inventory between stores to optimize stock levels.

The HotWax Commerce Store Fulfillment App streamlines transfer order fulfillment, managing inventory movement and ensuring accurate tracking. Additionally, the receiving app facilitates inventory receipt in stores after transfers. Read transfer order lifecycle to learn more.

Unfillable Parking

When inventory is unavailable for orders at any location, the order routing engine moves them from the Brokering Queue to the Unfillable Parking. A dedicated brokering run is performed to check the orders in the Unfillable Parking and allocate inventory to them.

The app also allows retailers to integrate their online and offline channels seamlessly, offering customers the convenience of buying online and picking up their purchases in-store. This omnichannel solution optimizes the BOPIS process, enhancing customer satisfaction and driving sales.

Customers select their preferred store for pick-up on the product detail page on eCommerce platforms when they place BOPIS orders. Orders are then imported into HotWax Commerce, but BOPIS orders are not brokered as the facility has already been selected by the customer. The imported orders are reflected in the BOPIS app of the facility selected by the customer while placing the order.

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:

1. Launchpad

2. User management

Several times a store associate might need to search an order to proceed with the packing process. Store associates can search the order using the search functionality by entering product names, customer names, order id to quickly find and manage fulfillment of Store Pickup Orders.

Timely notifications are crucial for store associates upon the arrival of a new order. BOPIS notifications provide updates on both new and open orders within a facility, significantly improving the efficiency of order preparation and handover procedures. Notifications can be viewed within the BOPIS app by clicking on the bell icon on the top right corner of the Orders page.

Store managers can customise the following notification preferences.

• New Orders: Receive notifications as new orders become available for fulfillment at the facility.

• Open Orders Reminder: Receive periodic reminders for open orders at the facility, helping users stay organised.

• Ready for Pickup Orders Reminder: Receive reminders for orders ready for pickup at the facility, ensuring timely customer communication.

The frequency of reminder notifications can be configured through the Open BOPIS order notifications job in the Job Manager app's Fulfillment category.

To manage notification frequency, go to the HotWax Commerce launchpad, access the job manager app, and go to the fulfillment page from the left menu. Click on the Open BOPIS order notification button on the Notification card. A extended menu will appear on the right where you can select the run time and schedule according to your preference and click on save to regulate the reminder frequency of the notifications. Admin permissions are required to access this feature.

Users can configure the notification settings in two ways.

1. Users can click on the bell icon on the top right corner of the Orders page, this will open the Notifications page. Once they have accessed the Notifications page, they can click on the settings icon at the top right corner of the page and configure notification preferences.

2. Users can also use the Notification Preference card on the Settings page of the BOPIS app.

The Orders page is the default page that opens up when a user logs in to the BOPIS app. It can also be accessed by clicking on the Orders button on the bottom tab of the BOPIS app. It displays a list of all the orders currently assigned to the facility for store pickup from the e-commerce platform, and it can be used to search, view and fulfill orders. This page reflects the journey of an order from receiving the pickup order via ecommerce platform till the order is complete.

All BOPIS orders that have been received and need to be fulfilled are displayed in the Open tab on Orders page. Users can also use the Search bar on this page to find open orders using customer name, product name, or order ID. The list of orders is available on this page along with some key attributes of the orders.

• Stock Information: The stock information of any product in an order can be viewed conveniently by clicking on the box icon against the item in the order card, this will display the available inventory of that product at the facility.

• Order Placed Timeline: The order card displays the time elapsed since the order was received, allowing store associates to efficiently prioritize the packing and fulfillment of orders in a timely manner.

• Handling Instruction: If any handling instructions are mentioned on orders, they are also displayed on the order card so that users can take note of them while picking and packing orders. These can also be viewed on the Order details pages and Packed orders tab.

• Ready for Pickup: Users can use the Ready for Pickup button on the order card to mark the packed orders as ready for pickup. A pop-up card will open on clicking the button which allows the users to select the associate who picked and packed the order. Alternatively, orders can be marked ready for pickup from the Order details page as well.

ATP Computation

Store associates require clear visibility into inventory levels for order items to facilitate better decision-making and accurate order fulfillment. For instance, when a customer places a BOPIS order, the store may show a quantity on hand (QOH) of 10 units. However, if the safety stock is also set to 10, store associates must make a choice: they can either fulfill the BOPIS order or retain the items for in-store customers.

In this scenario, the decision ultimately rests with the retailer. They need to assess whether to prioritize fulfilling online orders or ensuring in-store inventory availability. This flexibility allows associates to make informed choices based on current demand and operational needs, enhancing overall inventory management.

When you navigate to the Open Orders page, you’ll see the order with a cube icon. Clicking this icon reveals an i icon, where you can view the real-time inventory details. These include:

• Quantity on Hand

• Safety Stock

• Order Reservations

• Online ATP

This real-time ATP data allows users to see available stocks across different sections, helping to manage orders efficiently.

Incorporating ATP availability into store operations enhances decision-making, improves customer satisfaction, and boosts operational efficiency. This visibility empowers staff to manage inventory better and ensures that orders are fulfilled promptly without stock shortages.

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: Enable or disable the permission for customers to cancel their order before it’s fulfilled.

• Shipment Method: Allow the customers to edit the shipment method for their orders using a dropdown menu with available options.

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.

If an item in an order is rejected, it can be viewed in the Order item rejection history window.This window can be accessed by clicking on the clock icon on the top right corner of the Order details page.

If an order with a single item is rejected, it will disappear from the BOPIS app and the rejected item status will be displayed in the Sales Order page of the OMS. And when the item will be re-brokered, the item rejection history will become available in the order item rejection history window.

All orders that are packed and ready to be handed over to customers are displayed on the Packed tab on Orders page. Users can also use the Search bar on this page to find packed orders using customer name, product name, or order ID. Some key attributes on the order cards available on this page are listed below.

• Generate Packing Slip: A packing slip is a document listing the contents of a package. It serves as a quick reference for both the sender and the recipient to verify products in the package. With the generate packing slip feature, store associates can generate packing slips manually using the print icon, available on each order card.

• Email: In case a customer doesn’t come to pick up their order, users can re-send ready for pickup email notification to the customer using the mail icon available on the order card, a pop-up card will appear confirming re-sending the email. This feature addresses the challenge of delayed pick-ups, misunderstandings, and even order cancellations. This action can also be performed from the Order details page.

• Handover: When customers arrive to receive their orders and the store associates handover the order to the customer, they need to click on the Handover button to mark the order as delivered. Alternatively, this can also be done on the Order details page of the packed order.

Stock information, order timeline, and handling instructions are also visible on the order card on this page.

BOPIS Picklist

Store associates can print picklists for BOPIS (Buy Online, Pick Up In Store) orders through HotWax Commerce’s BOPIS App, streamlining the review of handling instructions and ensuring accurate picking and packing of items. This feature allows associates to fulfill pickup orders while clearly noting any special requests, such as gift wrapping or specific packaging requirements.

For example, if a customer requests gift wrapping, the printed picklist will prominently display this instruction, enabling the associate to prepare the item accordingly before notifying the customer that their order is ready for pickup. This not only boosts accuracy in order fulfillment but also enhances the overall customer experience by ensuring all special instructions are seamlessly followed.

Steps to Print Picklists in the BOPIS App:

1. Access the BOPIS App: Open the HotWax Commerce BOPIS App on your device.

2. Navigate to the Order Details Page: Go to the Order Details section to view all current BOPIS orders.

3. Select the Relevant Order: Locate the specific order you need to fulfill.

4. Find the Print Icon: Within the order box, you will see a print icon. Click on this icon to initiate the printing process.

5. Print the Picklist: The app will generate a detailed picklist that includes all necessary information, including handling instructions and any special requests from the customer.

In the fulfillment application, service products are now available as filters on orders. Selecting a service product filter will narrow down the view to the exact order items that are linked to that service. Service product filters applicable to a specific order will only appear as chips on the order card.

Examples of Service Products

• Gift Wrapping: Offer special gift wrapping for specific items selected by the customer for gifting.

• First-Time Customer: Identify first-time customers to include additional materials (e.g., introduction booklet) in their orders.

Filtering Items by Selected Service Product

1. Select Desired Service: Choose either "Gift Wrapping" or "First-Time Customer."

2. Filter Applied: The order display will show only the items matching the selected service.

3. Hidden Item Count: The number of hidden items (not matching the filter) is shown at the bottom.

Key Features

• Enhanced Visibility: Easily see which items are included or excluded based on the selected filter.

• Single Filter Selection: Choose one service product filter at a time for focused order processing.

• Efficient Fulfillment: Streamlined order management with targeted views for specific service needs.

The service product filtering approach enhances efficiency in fulfillment processes by allowing users to focus on specific subsets of orders based on defined criteria.

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.

• Store to Store: In cases where one store has excess inventory that another store requires, transfer orders can be used to transfer inventory directly between stores, optimizing stock levels across the retail network.

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.

List of Topics

1. Receiving Shipments

2. Receiving Returns

3. Receiving Purchase Orders

Kit Products

Kit products are products that are sold as a set or bundle, comprising multiple individual items. Here is an overview of how kit products will be displayed on the fulfillment application:

Kit Badge:

When an order includes a kit product, each line item representing that kit in the order will have a "kit" badge indicator. This badge signifies that the line item is a kit that contains physical components.

View Kit Components:

By default, kit line items are not shown directly on the main orders card. Instead, there is a list icon next to the order line item that indicates it's a kit product.

To view all the kit products included in the kit line items within an order:

• Click on the list icon located on the right-hand side of the order line item.

• The list expands and opens up the details of the kit with bundled items included in that kit.

This helps in managing orders efficiently by providing clear indications of kit products without cluttering the main order view. It also allows users to easily access detailed information about kit contents when necessary.

Kit Product Component Rejection

Managing kits, which bundle multiple items into one offering, has traditionally been challenging when a component is unavailable. Customers expect to receive the entire kit, so if even one item is missing, the whole order must be rejected. However, tracking which component caused the rejection is essential to maintaining accurate inventory levels. With HotWax Commerce’s Fulfillment App, store associates can specify rejection reasons for each component when rejecting a kit order.

Example Scenario:

For instance, if a "Sunglasses Travel Kit" includes sunglasses, a cleaning cloth, and a protective case, and the cleaning cloth is out of stock, the associate can reject the kit while marking only the cloth as unavailable. This targeted approach updates the inventory for the unavailable item, while the other components, like the sunglasses and case, remain unaffected.

Steps to Reject Kit Order by Specifying the Component Rejection Reason

1. Access the Fulfillment App: Open the HotWax Commerce Fulfillment App on your device.

2. Navigate to the In Progress Section: Locate and select the "In Progress" section to view current orders.

3. Select the Relevant Order: Identify the specific kit order that requires adjustment and click on it.

4. Choose the Bin Option: Within the order details, click on the bin icon to access the rejection options.

5. Specify Rejection Reasons: A list of reasons will appear for rejecting the component. You can select from options such as "Not in Stock," "Mismatch," "Damaged," or "No Variance," depending on the situation. Select the appropriate reason.

6. Check the Item Causing the Issue: Before submission, check the box next to the item causing the issue to ensure that inventory variance is recorded only for the problematic component.

7. Submit the Rejection: Click on the save button to reject the order.

This ensures more accurate inventory adjustments at both the component and kit levels, avoiding stock inaccuracies and improving overall fulfillment efficiency. The kit’s availability is adjusted only for the products that have variance without impacting the inventory of the other products.

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 page.

2. Selecting the Order:

   • Search and select the specific order to open the View Sales Order page.

3. Editing the Shipping Method:

   • Click the edit function against the current shipping method.

   • Choose the desired shipping method from the list.

   • Click Save to apply the changes.

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

2. Changing the Shipping Method and Carrier:

   • Navigate to the shipment method card.

   • Select the appropriate shipping carrier and shipping method from the dropdown menus.

   • Click on the Generate Label button to print the shipping label again as per the new shipping method and carrier.

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

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.

Completed BOPIS orders can be accessed from the Completed tab available on Orders page. All successfully completed orders that have been handed over to customers in past 24 hours can be viewed here along with the customer’s name, order ID and list of product(s) in the order. Users can also use the Search bar on this page to find orders using customer name, product name, or order ID.

Order attributes such as customer details, order ID, order items, stock information of items, order timeline, and handling instructions are also visible on the order card on this page.

Single Order Rejection

1. Go to the In-Progress page.​

2. ​Search for the desired order.

3. Click the `​Report an Issue`` function.

4. Select an appropriate reason from the dropdown.

5. Save the changes.

The OMS will route the order to another facility, depending on the availability of the product at another facility, the customer's shipping preferences, and routing rules.

How OMS makes inventory changes based on rejection reasons:

• NOT IN STOCK: OMS sets the ATP and QOH inventory to 0 for the rejected product at the store. This ensures that no new orders are placed for the product until it is back in stock

• MISMATCH: OMS decreases the ATP and QOH inventory by the rejected quantity. This means that the product is still available in stock, but it is not available to fulfill orders that require the specific size or color that was rejected.

• DAMAGE: OMS decreases the ATP inventory by the rejected quantity. This means that the product is no longer available to fulfill orders. The QOH inventory remains unchanged, as the product is still in stock, but it is damaged and cannot be sold.

• WORN DISPLAY: OMS decreases the ATP inventory by the rejected quantity. This means that the product is no longer available to fulfill orders, as it is worn and cannot be sold. The QOH inventory remains unchanged, as the product is still in stock.

Bulk Order Rejection

In HotWax Commerce, store managers have a Reject All feature that allows rejecting all orders that are in an open state or in-progress state coming for fulfillment. This feature is particularly valuable during times of high demand or when logistical hurdles arise, such as when a carrier truck cannot pick up the items from their store.

By rejecting all online orders, store managers can ensure that orders can be fulfilled from other locations in case their facility is unavailable for fulfillment to avoid delays and order cancellations.

Note: The store manager needs to select Online order fulfillment capacity to No Capacity to ensure that no new orders are brokered to this facility

Reject outstanding orders in bulk

1. In the open screen, click on 'Reject All' icon at the top right corner.

2. All open orders will be rejected and removed from the Open Orders page.​

Reject In-progress Orders

From the in-progess screen, click on the ​'Reject All' icon at the top right corner. All in-progress orders will be rejected and removed from the In-Progress Orders page.

Manage 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. This section walks through how those reasons are managed in the OMS today.

They can also configure whether a rejection reason from the fulfillment app should impact inventory at the store. Users have the flexibility to choose whether specific rejection reasons result in an actual change to the store's inventory or merely serve as a rejection without affecting stock levels.

Configuration Details

If the reason (Enumeration) enumTypeId is not REPORT_NO_VAR, the rejection will impact inventory. If inventory should be depleted when a rejection reason is used, REPORT_VAR enumTypeId will lead to changes in store inventory. When a rejection reason should elminate all remaining inventory for the item being rejected, set the type to REPORT_ALL_VAR.

Out Of The Box Rejection Reasons

Rejections 2.0

The fulfillment app allows store users to reject an order line item when it is unavailable to be fulfilled from that facility. Users can click on the trash-bin button present against the order line item to reject the item with a rejection reason.

Note: Partial fulfillment may or may not be selected by the merchant.

Depending on the choice let's look at each case scenario:

Partial Rejection Allowed

1. Reject Unfillable Item: Click the reject button next to the specific item.

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

3. Fulfill Remaining Items: Process the remaining items as usual and create a shipment.

4. Rebrokering: The rejected item will be sent to another facility for fulfillment.

Partial Rejection Not Allowed

Case 1: Single Unfillable Item

1. Reject Item: Click the reject button and select a reason such as "not in stock".

2. Automatic Rejection: The entire order will be rejected with the reason "reject entire order" which will not impact inventory variance and not count in the rejections reporting.

Case 2: Multiple Unfillable Items

1. Reject an Item: Click the reject button on one unfillable item.

2. Automatic Rejection: All items will be rejected with the reason "reject entire order."

3. Update Reason (Optional): If another item has a different rejection reason, manually change it.

Note: In cases where partial rejection is not allowed, rejecting any item automatically triggers rejection of the entire order.

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.

Users can access the Order Details page by clicking on any order card from any of the tabs on Orders page, it will display all order-related information for that order such as customer’s name, order ID, customer's contact details, item details, reason for rejection and order item rejection history.

On clicking on any order card in the Open, Packed or Completed tab, users will be directed to the order details page. The order details page displays key details of an order and also enables store associates to perform the certain functions.

Reject Orders

During peak hours or promotional events, brick-and-mortar retail locations often face increased in-store traffic, heightening the risk that the requested item for pick-up may become unavailable due to in-store purchases. In such instances, store associates may need to reject an order or reject an order partially in case the order item inventory is insufficient at the store. Partial order rejection feature can be enabled using the toggle on the settings page.

To reject an entire order, click on the order card in the Open tab to open the order details page. Click on Reject Order to reject the order, select an appropriate reason for rejecting the order in the pop-up window that appears and click on the save icon. Another pop-up will appear to confirm order rejection, select Reject to reject the order.

To reject an order partially, click on Report an Issue available under the particular item in the order that needs to be rejected, select an appropriate reason for rejecting the item in the pop-up window that appears and click on the save icon. Another pop-up will appear to confirm item rejection, select Reject to reject the item from the order.

The available reasons for rejection are:

• Not in Stock: If items are out of stock or exhausted at the store, the store associate can select Not In Stock as a reason for rejection. In that case, the inventory ATP (Available to Promise) and QOH (Quantity on Hand) are set to 0 for that product for the selected store and all open orders with respective items are auto-rejected from the store.

• No Reason: "If store associates cannot fulfill an order due to high in-store demand and want to maintain the current inventory count, they can choose 'No Reason.' Selecting this option releases reserved inventory, reverting ATP to the original count before the order was received."

Customer and Payment Details

Customer details on the order such as the customer’s name and contact details can be viewed and copied from this page. Along with that payment method details are also displayed on the page for store associates to know if it is a paid order or payment needs to be collected at the time of order handover. The payment method is displayed on the right side of the order details page.

Assign Picker

During the process of fulfilling a BOPIS order, store associates can assign and track pickers to ensure the pickers' commission eligibility. For open orders, users can assign pickers from a pop-up that will open on clicking the Ready for Pickup button on the order details page. In case they want to edit the picker for an order, they can do that using the Edit button on the order details page of a packed order.

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

   • Store managers can search for orders using identifiers such as Order ID, Customer name, and SKU to quickly locate specific orders.

3. Show Order Items

   • By enabling the toggle, store managers can see order item details such as product SKU, facility or parking, shipment method, and order item status.

4. Sort Orders

   • This feature helps in prioritizing orders based on the newest and oldest orders. Click on the sort icon next to the show order items to sort orders from newest to oldest or vice versa.

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.

• These identifiers help in tracking and managing orders across different platforms.

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.

  • Order Completion Time.

• Tracking these milestones provides insights into the order's progress and timelines.

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.

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

Step 2: Open Any App

• Access any of the apps, such as the Fulfillment App.

Step 3: Go to Settings Page

• The settings page contains various customization options, Scroll Down to Find the Language Section.

Step 5: Choose Your Language from the Dropdown Menu

• Select your desired language to update the interface language.

By following these steps, users can ensure that their interaction with the HotWax Commerce platform is seamless and tailored to their linguistic preferences.

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 Cycle Count tab. When an to a facility, the cycle count becomes visible in the Assigned Tab.

Store associates can view all the cycle counts assigned to their facility, including the number of items assigned, the creation date, and the due date for each cycle count. Users can click on a cycle count card to access the Count Details page.

Cycle Count Details

When store associates click on a Cycle Count card, they can view the complete details of the cycle count, including a full list of all items in that cycle count. Items that have not yet been counted will appear in the Pending tab, while items for which inventory has been counted will appear in the Completed tab. Easy access to view completed counts ensures that other team members can check which items have already been counted, facilitating a collaborative cycle counting experience for the fulfillment team.

Store associates can search for or scan an item to retrieve its details before submitting the cycle count. Clicking on an item in the list opens its cycle count details. Store associates can manually enter or scan the count into the count field. The count will be saved once the store associate clicks on the Save New Count button. If the operations team has enabled the option to show systematic inventory, associates will be able to view the systematic record of the cycle count along with any variance. If a user believes the cycle count is inaccurate, they can click the "Re-count" button to update the count.

Store associates need to click the Send button at the bottom right to . Once submitted, the cycle count cannot be altered by the store associates unless the operations team reassigns the count.

If a cycle count is reassigned, store associates can view all accepted and rejected item counts, marked with appropriate badges. Users are not allowed to update cycle counts that have been accepted or rejected. Items assigned again for recounting by the operations team will be listed with a Pending badge.

View Pending Review Counts

Cycle counts submitted for review will appear in the Pending Review tab. Store associates can click on cycle count cards to view detailed item counts, including which counts have been accepted and which have been rejected by the operations team.

View Closed Counts

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:

Verify Shipping Carrier is set up in HotWax Commerce

Case: Shipping Carrier Not Set Up in HotWax Commerce

HotWax Commerce relies on the accurate setup of shipping carriers to facilitate the generation of shipping labels. Without a properly configured carrier, the system lacks the necessary information to process and generate shipping labels for orders.

Resolution:

1. Verify if the shipping carrier corresponding to the desired shipping method is set up in HotWax Commerce.

2. Follow the documentation on creating a carrier in HotWax Commerce .

3. Ensure the carrier setup includes accurate details relevant to the shipping method.

Case: Shipping Gateway Configurations Missing

Shipping gateway configurations are essential for HotWax Commerce to communicate with external shipping services and facilitate the exchange of shipping data. Without proper configurations, the system cannot communicate with shipping gateways to process shipping labels.

Resolution:

1. Check if the carrier data has been successfully loaded into HotWax Commerce.

2. Follow the steps outlined in the documentation to add shipping gateway configurations .

3. Ensure that the shipping gateway configurations are accurately entered and correspond to the carrier data.

Case: Shipping Method Not Configured

Shipping methods need to be configured within HotWax Commerce to map the shipping method the customer selected during the checkout process on Shopify with the shipping method provided by the carrier.

Resolution:

1. Verify if the shipment method corresponding to the carrier is set up in HotWax Commerce.

Case: Shipment Boxes Not Configured for Carrier

Proper configuration of shipment boxes within HotWax Commerce ensures accurate label generation by providing the necessary dimensions and specifications for packaging orders.

Resolution:

2. Ensure that the dimensions and specifications of the shipping boxes are accurately entered to facilitate accurate label generation.

Check Facility Association

Case: Facility Not Associated with Shipping Carrier

In HotWax Commerce, shipping labels are generated based on the association between facilities and shipping carriers. If the facility for which a shipping label is being generated is not associated with the relevant shipping carrier, the label generation process will fail.

Resolution:

Case: Shipping Label Generation Disabled for Facility

HotWax Commerce provides the option to enable or disable shipping label generation for individual facilities. If this feature is disabled for the facility from which orders are being fulfilled, shipping labels cannot be generated.

Resolution

1. Access Facility Details: Navigate to the Facility Detail page within the Facilities App to access the settings for the relevant facility.

2. Enable Label Generation: Locate the toggle for "Generate Shipping Label" and ensure it is switched on to allow for shipping label generation.

3. Retry Label Generation: After enabling shipping label generation for the facility, attempt to generate the shipping label again for the affected order.

Case: Missing Facility Phone Number

A valid phone number associated with the facility is often required by shipping carriers for shipment notifications and communication purposes. Failure to provide this information may result in errors during label generation.

Resolution

1. Edit Address Section in Facility detail page: Click on the edit button of the address section to access the facility's details.

2. Add Phone Number: Enter the correct phone number for the facility and save the changes.

3. Retry Label Generation: After adding the phone number, attempt to generate the shipping label again for the affected order.

Check Customer Information

Case: Customer Address Not Compatible with Shipping Method

Shipping methods may have specific requirements or restrictions based on the destination address. If the customer's address does not meet the criteria set by the shipping method (e.g., international shipments not supported), the shipping label generation process may fail.

Resolution:

1. Facility Rejection: Reject the order from the facility if the customer's address does not comply with the shipping method requirements.

2. Manual Release: Manually release the order and assign it to a facility located in the customer's country.

3. Fulfillment from Appropriate Facility: Fulfill the order from the facility aligned with the customer's country to ensure compatibility with the shipping method.

Case: Incorrect Customer Zip Code

Accurate zip code information is crucial for generating shipping labels, as it ensures the delivery of packages to the proper location. If the customer's zip code is incorrect, label generation may fail.

Resolution:

1. Facility Rejection: Reject the order from the facility to prevent incorrect label generation.

2. Edit Customer Address: Navigate to the Sales Order > View Order page for the affected order ID.

3. Update Zip Code: Access the Item Groups section and click on the pencil icon next to the address to edit the information.

4. Save and Broker Order: Enter the correct zip code, save the address changes, and broker the order again for fulfillment.

Case: Missing Customer Contact Number

Customer contact numbers are often required by shipping carriers for notification purposes and to facilitate communication regarding delivery. If the customer's contact number is missing, label generation may encounter errors.

Resolution:

1. Facility Rejection: Reject the order from the facility to prevent label generation until the issue is resolved.

2. Edit Customer Information: Access the order details and edit the customer's address to include the contact number.

3. Save and Broker Order: After adding the contact number, save the changes, and broker the order again for fulfillment.

If the issues persist despite following the troubleshooting steps, consider reviewing the specific requirements of the shipping method or contacting HotWax Commerce support for further assistance.

Generate Shipping Labels from Preferred Carrier

Retailers can generate shipping labels from their preferred carrier using HotWax Commerce’s Fulfillment App, to have more control when working with multiple shipping providers. By toggling the feature in the facility details page App link, store associates can either automatically generate labels from the default carrier or manually select their preferred carrier after packing.

This feature provides enhanced flexibility, especially for stores using multiple carriers, allowing for easier switching between partners and optimizing the shipping process.

Steps to Generate Shipping Labels from Preferred Carriers:

1. Access the Fulfillment App: Open the HotWax Commerce Fulfillment App on your device.

2. Go to the "In Progress" Section: Navigate to the In Progress section where you’ll find details of active orders.

3. Select the Order and Pack: Choose the relevant order and click on the Pack Order option.

4. Choose the Preferred Carrier: Select from options like FedEx, UPS, or EasyPost based on the order's requirements and convenience, ensuring flexibility and control over shipping.

5. Enter Tracking Code and URL: Store associates can manually enter the tracking code in the provided field. Ensure that a tracking URL is configured for the selected carrier. If it’s not available, you may need to input the tracking URL manually to allow customers to track their shipments effectively.

6. Generate the Label: Once the carrier is selected, generate the shipping label for the order.

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:

1. Click on the trail icon on the top right corner of the Orders page, this will redirect the user to the Shipping to store page.

2. Users can use the Search bar on the top left of the page to find orders using customer name or order ID.

The Shipping to store page is segmented into three tabs:

• Incoming: This tab displays the incoming inventory that has been received. Store staff can label an order Arrived upon receiving it. A notification will then be sent to the customer, informing them that their order is now available for pickup.

• Ready for Pickup: This tab displays the orders that are ready for pickup. Once the customer arrives at the store for pickup and receives the order, the store associate marks Handover, moving the order to the completed orders tab.

• Completed: This tab displays all the completed BOPIS ship to store orders handed over to the customers in the past 24 hours.

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:

Review Operating System Notification Settings

Ensure that operating system notifications are enabled:

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.

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.

For a step-by-step guide on receiving the shipment, refer to this user guide.

When transferring inventory from a store to a warehouse or between stores, the HotWax Commerce Store Fulfillment App facilitates this transfer order fulfillment process. The application streamlines the movement of inventory within the retail network, ensuring efficient handling of stock transfers and accurate inventory tracking. In the case of warehouse-to-store, transfer orders are fulfilled in WMS.

Transfer Order Fulfillment

Warehouse managers create transfer orders in NetSuite, specifying the source location as the designated store and the destination location as the warehouse. These transfer orders are automatically assigned a Pending Fulfillment status

A scheduled job Import Transfer Order in HotWax Commerce OMS reads the transfer orders CSV file from the SFTP location and downloads transfer orders in HotWax Commerce with a default Created status.

A scheduled job Approves transfer orders in HotWax Commerce OMS identifies all transfer orders in the Created status and automatically marks them as Approved.

Once approved, transfer orders are automatically reflected at the source location in the Store Fulfillment App so that store associates can create shipments and ship transfer order items. Here’s how store associates can fulfill transfer orders from the Fulfillment App:

1. Navigate to the Transfer order page in the Fulfillment app.

2. Use the search bar in the transfer order section to find the transfer order you want to create a shipment for.

3. Once you've located the desired transfer order, click on it to access its details page.

4. On the transfer order details page, you'll typically find two tabs: Open and Completed.

   • The Open tab displays items that have not yet been shipped.

   • The Completed tab displays items that have been shipped.

After processing a partial shipment of a transfer order item, it will be listed in the completed tab. Store associates have the option to ship the remaining items in the transfer order at a later time, and these remaining items will then be visible in the Open tab.

1. Store associates can scan barcodes or manually enter the quantity of items to be shipped in the Item cards.

2. Click on the "Create Shipment" button, located in the bottom right corner of the page.

3. On clicking the create shipment button, the user will land on the transfer shipment review page. Click on generate shipping label to fetch the tracking code and carrier information or you can manually add the shipping label information.

4. Click on the arrow icon located at the bottom right corner of the page to complete the shipment.

For more details on Transfer order lifecycle refer to this document

Transfer Order Picklists

Store Associates can print transfer order picklists directly from the Fulfillment App. Store associates can quickly verify products, ensuring that transfer orders are processed efficiently and accurately. By minimizing discrepancies, this feature strengthens inventory management and enhances overall operational efficiency.

Steps to Print Transfer Order Picklists in the Fulfillment App:

1. Access the Fulfillment App: Open the HotWax Commerce Fulfillment App on your device.

2. Navigate to the Transfer Order Section: Go to the Transfer Order section to view all active transfer orders.

3. Select the Relevant Transfer Order: Locate the specific transfer order that you need to process.

4. Click on the Print Picklist Button: Within the transfer order details, you’ll find a Print Picklist button. Click this button to generate a picklist for the order.

5. Review and Print the Picklist: The system will generate a detailed picklist showing all items to be transferred.

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 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 receiving inbound shipments. 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 inbound shipments.

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.

Pick orders

1. Go to the Open Orders page and print a picklist

This page displays all outstanding orders brokered to this facility by the OMS and are ready to be fulfilled.

At the top of the page, the total number of queued orders are clearly displayed, providing an instant overview of the workload.

Orders are arranged in a "First In, First Out" sequence by default. However, users have the option to filter them based on the shipping method to prioritize fulfillment. For instance, Same-day shipping orders can be prioritized by selecting the corresponding filter checkbox at the top of the page.

1. Click the Print Picksheet function to generate the picksheet. This will create picklist of multiple orders to support wave-picking, ensuring pickers can pick items for all orders in one go.

2. In the Add Picker dialog box, enter the Picker Name or Employee ID to assign a picker. Adding Pickers can be used for performance-based commission distribution.

1. The user can reprint the picklist by clicking on the Print Picklist button in the bottom right corner on the In Progress tab.

2. Users can modify the assigned picker on the In Progress page by selecting the Edit Picker button located next to the Print Picklist button in the bottom right corner.

3. Store managers have the option to generate a QR code by clicking the GENERATE QR CODE button in the bottom-left corner, pickers can scan this QR code to access their picklist directly on their mobile devices.

Pack Orders:

Mark orders packed when order items are ready to be shipped.

1. Go to the In-Progress Orders and filter out your orders

Picker Filters: Easily search for specific orders in batch processes using Picker Filters.

1. Add multiple boxes to ship large orders.

1. Click on Pack Orders function to confirm shipment details. Retailers can also enable force scanning from the settings page to ensure store associates scan the items when packing.

2. A pop-up dialog box will appear for printing additional documents like shipping labels and packing slips.

Print the shipping labels and packing slips to attach with the packed orders.

Unpack Orders Unpack orders by clicking the unpack button in the 'Completed Page' when necessary, especially in cases where incorrect boxes or items need to be corrected. The unpacked orders will disappear from the completed page and become visible again on the In Progress page for packing.

Ship order

1. Go to the Completed tab.​

2. Click the Ship Orders function at the top to mark the orders as shipped in bulk.

In the event that the packing slip or shipping label is damaged after packing an order, it can be regenerated from the completed tab.

Individual Order Fulfillment

Pick order

1. Navigate to the Open page.

2. Use the search field to input HotWax Commerce Order ID, Shopify Order ID, or Customer name for order search.

1. Click the Print Picksheet function to generate the picksheet.

2. In the Add Picker dialog box, enter the Picker Name or Employee ID to assign a picker.​

3. Access the Print Picksheet function again to obtain the picksheet in PDF format to reference during order picking.

Pack Order

1. Navigate to the In-Progress page.​

2. Search for the order.

3. Click the Pack function.

4. The Shipping Label and Packing Slip will be generated in a new tab.

Ship order

1. Navigate to the Completed page.​

2. Search for the order.

3. Click on the Ship function to mark the order as shipped.

Settings for the Fulfillment app can be accessed by clicking on the setting button, which is placed at the bottom of the hamburger menu of the fulfillment app. It displays a list of all the settings that can be configured to streamline processes and optimize efficiency.

The Fulfillment app's settings page encompasses various configurations such as:

Product Store

If your OMS (Order Management System) is integrated with multiple eCommerce stores that offer distinct collections of products, you might have several Product Stores configured within HotWax Commerce. Setting Page of Fulfillment App provides a space where you can choose a product store for which you want to fulfill orders for.

Facility

The Fulfillment app gives us a space where we can indicate the facility from which we wish to operate. Order, inventory, and other configuration data will be tailored to the facility of your choice.

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.

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.

Select Language:

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

Additional Documents

In the fulfillment app of HotWax Commerce, you can utilize the feature to print supplementary documents along with the shipment for package identification purposes. This functionality enables you to include additional documents, such as packing slips or labels, with each shipment.

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.

Shipping Label

A shipping label is provided by the carrier which is used by the shopping carrier to deliver the package to the customer's address. You can toggle whether you want to generate the shipping label for that facility or not.

By utilizing these settings, users can customize their Fulfillment app experience to meet their specific operational needs and streamline processes effectively.

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, Customer Name, Order creation date, Customer Email Address, or Customer Phone Number.

     • Click Search to find the specific sales order.

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 where the customer is returning the item.

   • Choose the Return Reason from the dropdown menu.

   • Optionally, enter the Employee ID.

   • Click the Create Return button to initiate a return request.

Alternatively, store associates can also create returns by going to the sales order for which the return needs to be created and clicking on the Create RMA button.

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:

     • Navigate to the Sales Return Page from the hamburger menu.

     • Locate and track the status of the return (Requested, Received, or Completed).

     • Click on the order ID to access the View Returns page for detailed information about the return.

2. Authorize Returns:

   • On the View Returns page, click the Accept button to approve the return request.

   • To finalize the return process, click the Receive Return button.

   • The return status will be completed now on the sales returns page.

3. Partial Returns:

   • If only specific items need acceptance:

     • Select the checkboxes for those items.

     • Click the Update button to receive a return for the selected items.

4. Ensure Returns Job is Scheduled:

   • In the HotWax Commerce Job Manager app, ensure the refunds job to update returns on e-commerce for refund creation is scheduled from the Orders page. For more details on how in-store returns are updated on Shopify, you can visit our Shopify integration guide

5. Verify Returns on Shopify:

   • To verify order returns on Shopify:

     • Go to the Shopify admin panel.

     • Navigate to Orders and access Order Details by clicking on the corresponding order ID.

     • Return information will be available for the corresponding order items.

By following these detailed steps, store associates can efficiently navigate through the HotWax Commerce platform, manage in-store returns, and contribute to a smooth and effective customer experience.

EXIM Page

Export packed orders and importing shipped orders with tracking codes from third-party label generators.

Export Packed Orders

Export orders that are packed and haven't been shipped yet. Use the exported file to send the packed order details to a carrier where shipping labels and tracking codes will be generated.

Import Shipped Orders

Import shipped order details from an external system based on tracking codes. Orders that have tracking codes will automatically be shipped at the end of the day.

Saved mappings

Access and edit saved custom field mappings.

When packing items for a Transfer Order, store associates face two key challenges:

1. Associates are required to pack items into boxes while simultaneously entering the details into HotWax (OMS). This leads to confusion and mistakes if the packing process is not properly tracked.

2. If items are packed without updating HotWax in real-time, associates might forget which items have been packed into which boxes, causing issues when they try to generate shipping labels later.

To address these challenges, a Picklist Document feature has been implemented, allowing store associates to generate a PDF document that lists all open items in the Transfer Order. This feature serves as a physical tracking sheet during the packing process. This streamlined workflow allows associates to complete one task at a time: first packing and tracking with the picklist, and then performing data entry in HotWax. This approach reduces confusion and errors, leading to improved accuracy and minimized delays in operations.

The picklist includes the following fields:

How to Use the Picklist Document

Follow these steps to use the picklist functionality, and refer to this document for a detailed process on transfer order fulfillment..

1. Generate the Picklist Document:

• After opening the TO in the transfer order section of the fulfillment app, click on the Picklist button on the bottom right corner of the page next to the Create Shipment Button.

• A PDF document will be generated, listing all open items in the TO.

• Print the picklist or keep it available for reference.

2. Pack Items Using the Picklist:

• As you pack the items into boxes, use the picklist to mark which items are going into which boxes.

• Fill in the Qty Picked and Box Number fields on the picklist as you pack.

3. Enter Data into HotWax:

• Once packing is complete, refer to the picklist and enter the packed items into HotWax.

• For each box, select the items that were packed, then click Create Shipment.

• Generate the shipping label for each box based on the items packed.

4. Complete the Process:

• Continue using the picklist for any additional boxes or items in the TO.

• Once all shipments are created and labels generated, the process is complete.