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The Fulfillment App is designed for store managers and associates, providing a focused interface to easily Pick, Pack, and Ship orders. The app also includes features to create and update rejection re
Along with core functions like Pick, Pack, and Ship, the app includes helpful tools for both associates and managers:
Download Shipping Manifest for Carriers: Managers can generate and download a shipping manifest. It is a detailed list of all ready-to-ship packages that will be shipped by a carrier.
Gift Card Activation: Associates can activate gift cards directly from the app to speed up in-store gift card fulfillment.
To access the Fulfillment App, users must have the FULFILLMENT_APP_VIEW permission.
The "In Progress" tab contains orders that have been picked and moved from the "Open" tab. This page is dedicated to the packing stage of fulfillment. Here, associates can activate gift cards, generat
Store associates can filter orders by picklist to view the orders associated with a specific picklist. A picklist may have multiple pickers assigned to it, and all their names will be displayed. Only one picklist can be selected at a time, and the page will display only the orders linked to that picklist.
In the top-right corner, a result size filter also allows associates to limit the number of orders they see at one time (e.g., 5, 10, or 20). This feature can be combined with the picklist filter. For instance, if an associate selects a picker and "5" from the result size filter, the page will show only five orders assigned to that picker.
Select a picklist to view options to reprint it or edit the assigned pickers.
In the bottom-right corner, they can reprint the list using the Print Picklist button or change the assigned picker by selecting the adjacent Edit Picker button.
Store associates can pack all orders currently in view by tapping the Pack Orders button at the top of the list.
For example:
If the view is filtered to show five orders for a specific picker, only those five orders will be packed.
If no filters are active, the action will apply to all orders visible on the page.
Upon tapping the button, a confirmation pop-up will appear, indicating the total number of orders that will be affected. This window also provides an option to select which documents, such as packing slips or shipping labels, should be printed as part of the process.
Store associates can check or uncheck the boxes for:
Shipping labels
Packing slip
Once ready, tap Pack to complete the packing process and print the selected documents.
Store associates can pack orders individually. Each order is displayed on a card that contains the following information:
Left Side: Customer name, order date, and time.
Center: Order ID
Right Side: Shipping method
Below this header, the card lists each product's details and image. For each item, associates can tap the Check stock button (box icon) to view its available inventory or the Reject button (bin icon) to reject the item from the order. When rejecting an item, a reason must be selected (e.g., "Mismatch," "Damaged," or "Worn Display").
To pack the items, associates use the Add Box button to assign products to boxes. The maximum number of boxes allowed is equal to the total number of items in the order. For instance, an order with two items can be packed into a maximum of two boxes. The Add Box button will become inactive once this limit is reached.
To pack an order, associates need to tap the Pack Order button on the order card. This opens a pop-up where they can choose whether to print the shipping labels and the packing slip. After confirming, they can tap Pack in the pop-up to complete the packing process.
After tapping the Pack button, if the shipping label generation fails, a pop-up displays:
"We couldn’t retrieve a shipping label from the carrier (UPS, FedEx, etc.). To pack this order, please add tracking details."
To proceed, store associates:
Generate a label using a different carrier.
Manually enter tracking details.
Reject the order with a reason if tracking information isn’t available.
The Shipping Label Error button is also available; it opens up a pop-up with the specific error details provided by the carrier partner.
To view more information about an order, store associates need to tap on the order name. A pop-up will appear with the options to Copy ID and View Order Details. Tapping on View Order Details will redirect them to the Order Details page.
The order details page here shows all the same basic details as in the Open Orders tab. Store associates can pack the order, mark it as shipped, or reject it if required. This page shows the Shipment Method card, which shows the carrier name, the shipping method, and the tracking code.
When an order has more than one shipment, this screen displays all of them. Staff can check which shipments are already fulfilled, which ones are in progress, and if any are pending or cannot be fulfilled.
Store associates can reject items from an order if they cannot be fulfilled from the current store. When this happens, the rejected items are moved to a virtual facility called Rejected Item Parking. These items are re-brokered to another location based on rules setup in the routing app.
For this to work, at least one brokering rule must be set to pick up orders from Rejected Item Parking. This helps make sure the order can still be fulfilled from a different store or warehouse.
To understand the full process, go to the
A shipping label is provided by the carrier and pasted onto the package. The label includes details such as the shipping address, carrier name, shipping method, tracking number and barcode. As the package progresses through various steps, such as pickup, sorting, and delivery, the label is scanned. These scans update the tracking information, which is shared with the customer.
To generate the shipping label, tap the Pack Order button on the order card. A pop-up window will open, offering the option to print the shipping label and packing slip. After selecting the options, tap Pack to finish packing and get the label.
For carriers that support multi-package shipments, HotWax OMS generates individual shipping labels for each package under a single shipment ID. When a shipment includes multiple packages, the OMS sends a request to the carrier specifying the total number of packages, and the carrier returns labels for each package linked to the same shipment ID.
Every carrier generates shipping labels in a different format. Some carriers provide labels as PDF files, while others send them as images. HotWax OMS supports most formats and can render them as images for printing.
The Fulfillment App handles label display based on the format received from the carrier:
Single tab display: When the carrier sends the label in an image format, the app opens a new tab that shows both the packing slip (generated by HotWax) and shipping label together. This combined view makes it easy to see all shipment information in one place.
Two-tab display: When the carrier sends the label as a PDF url, it will open in two new tabs. One tab displays the packing slip, and the other tab shows the shipping label. This separation is necessary because PDF labels require a different rendering than the packing slip format.
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.
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
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
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.
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.
Selecting the Order:
Search and select the specific order to open the View Sales Order page.
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.
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.
The Completed Orders page shows all orders that have been picked, packed, and are ready to ship. On this page, store associates can ship orders in bulk, unpack them if needed, download the manifest, a
Selecting UPS will show only the UPS orders.
They can also filter orders by shipping method.
One carrier partner can be selected at a time, like FedEx, but more than one shipping method can be selected.
For example:
If FedEx is selected along with both Standard and Next Day, the page displays all FedEx orders with those two shipping methods.
If store associates do not want to see all packed orders at once, they can use the result size in the top right corner to select how many orders to view.
For example:
If UPS is selected in the filter option and 5 is selected for the result size, then only 5 UPS orders will be shown.
This also applies when filtering by both carrier and shipping method.
Store associates can ship orders in bulk using the Ship button.
This action applies only to the orders visible on the page, based on the selected carrier, shipping method, or the number of orders chosen through the result size.
For example, if 10 UPS orders are displayed, tapping the Ship button ships those 10 orders.
When the Ship button is tapped, a confirmation message appears. The message tells how many orders will be shipped and reminds that shipped orders can’t be changed. The associate can either cancel or confirm the action.
Packed orders are also shipped automatically by a background job called Ship Packed Orders. When enabled, job checks for orders that are packed and have a tracking number, if applicable.
Store associates can also ship orders individually. Store associates can see orders that need to be shipped as well as the ones that have already been shipped. Each order appears as a card with key details.
On the left: Customer’s name along with the date and time of the order, product image, and product details like the SKU.
In the middle: Order ID
On the right: Shipment method, such as Standard or Next Day, and the tracking code if available.
Each order card shows action buttons such as:
Ship Now
Print Shipping Label
Print Customer Letter (packing slip)
Regenerate Shipping Label
When there is an issue with the shipping label, a Shipping Label Error button appears. Store associates can use the Regenerate Shipping Label button after fixing issues such as:
No response from the carrier
Incorrect address
Switching the carrier
When the file does not open
Once the issue is resolved, the shipping label can be regenerated.
The Unpack button lets associates move the order back to the In Progress stage if changes are required. Shipped orders remain visible on the page for the rest of the day.
Once unpacked, the shipping label that was previously generated must be voided manually. If there is a change in the shipment, the label will get voided automatically
If the label is not voided and there are changes to the order, a new shipping label will be generated automatically.
If there are no changes and the label is not voided, the same label can be printed again.
To view more information about an order, store associates need to tap on the order name. A pop-up will appear with the options to Copy ID and View Order Details. Tapping on View Order Details will redirect them to the Order Details page.
The Generate Manifest and View Historical Manifest buttons appear at the bottom right of the page once a carrier partner is selected. Store associates can also select one or more shipment methods for that carrier partner to generate manifests for specific types of shipments.
The View Historical Manifest option allows store associates to check manifests generated in the last seven days.
Once the Generate Manifest button is tapped, the app uses the packed orders to create the manifest. Store associates do not need to fill in any shipment details.
The app prints three copies:
One for the store
One for the carrier
One for the receiving location
The manifest lists all items in the shipment. It includes quantity, weight, size, and customs details if required.
This helps during carrier pickups, supports international shipping, and works as a record that the order was handed over. It also helps if something goes missing or gets damaged. The receiving location can use it to check the items that arrive.
The Order Details Page shows all the important information related to an order in one place, making it easier for store teams to process and fulfill shipments.
Each product in the order is shown with its name, SKU, size, and quantity.
Store staff can tap the Ship Order button to start shipping.
They can use Print Customer Letter to download the packing slip.
If any changes have to be made, they can tap Unpack.
Below the product details, the delivery address and shipping method are shown.
Associates can select the carrier and method, then tap Generate Label or enter the tracking code manually.
There is a Shipment Method card that shows the carrier name, the shipping method, and the tracking code.
Next to the tracking code, there’s a three-dot menu. When tapped, it shows two options:
View Label – opens the shipping label.
Void Label – cancels the label if changes are needed.
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.
The fulfillment process has many different configurations that are setup to help you tune your workflow to your organizations needs. This document will help you troubleshoot common configuration issues in the fulfillment process that may be causing unexpected behaviour.
User unable to login into the Fulfillment App and view orders
If your user credentials are created and are able to log into Launchpad but are unable to login to the Fulfillment App you may not have permission to fulfill orders from any facility.
Solution In order to give a user permission to log into the Fulfillment App and view orders that are ready to be processed, the user must be associated with at least one facility. User’s can only fulfill orders from facilities that they are associated with, so add the user to all the facilities that they will be fulfilling from.
If you’re setting up an Admin user, set their Security Group to “Administrator”. This will automatically allow them to access facilities in the Fulfillment App without having to link them to each location individually.
For other users simply add the user to the facility from the Users App. To learn more about how users are added to facilities checkout the user management guide.
This document aims to provide detailed troubleshooting steps for resolving issues related to order fulfillment in HotWax Commerce.
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.
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.
Search Orders
Store managers can search for orders using identifiers such as Order ID, Customer name, and SKU to quickly locate specific orders.
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.
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.
HotWax Commerce enables store managers to filter orders based on specific criteria, simplifying the analysis of particular order-specific subsets.
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.
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.
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 Settings page displays all configuration options that store teams can use to manage order fulfillment as per their store operations.
A Product Store represents a brand or a set of products. If your OMS is connected to multiple eCommerce brands selling different product collections, you can have separate Product Stores in HotWax Commerce.
The Fulfillment App allows authorized users to select a facility to operate from, determining the visibility of orders, inventory, and other configuration data.
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.
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.
This setting allows selection of a primary and secondary product identifier, such as product ID or SKU, to control how products are displayed in the app.
This setting allows selecting an appropriate timezone to ensure consistency and optimize operations according to local time.
Choose the preferred display language. This setting controls the language used throughout the interface.
These settings control whether shipping labels and packing slips are printed along with each shipment by default.
Generate Shipping Label
A shipping label is used by the delivery carrier to send the package to the customer’s address. This setting controls whether shipping labels should be printed for the selected location.
Generate Packing Slip
A packing slip shows the list of items in an order and helps match delivered products with what was ordered. This setting allows deciding whether to print packing slips for shipments or not.
This setting controls whether store associates receive notifications for orders awaiting fulfillment.
This setting enables store associates to select the barcode identifier used for scanning and specify whether scanning is required
When , individual items get rejected from a facility without impacting the rest of the order.
helps manage situations where the product in a rejected order item is part of multiple pending orders at a facility. When enabled, rejecting an item in one order automatically rejects the same product in all other pending orders.
toggle provides control over inventory adjustments during order rejections.
This page outlines the process of gift card activation and kit product fulfillment within the HotWax Fulfillment App.
A pop-up opens where the activation code is entered.
After filling in the code, tap Activate.
A message appears:
"This gift card code will be activated. The customer may also receive a notification about this activation. Please verify that all information is entered correctly. This cannot be edited after activation."
Tap Activate again to confirm. Once submitted, the code can't be changed.
The gift icon can be tapped again later to view the entered code.
Kit products are items sold together as a set, made up of multiple individual products. Here's the overview of how kit products appear in the Fulfillment App.
When an order consists of a kit product, a "Kit" tag appears on the order card in the Open, In Progress, and Completed tabs.
Store associates can tap on the three-dot menu on the order card to open a list showing all items included in the kit.
The kit is fulfilled just like any other order.
In the Open tab, it's in the Pick stage.
After picking, it moves to the Pack stage in the In Progress tab.
Once packed, it shows up in the Completed tab for shipping.
Managing kits, which combine multiple items into one product, can be challenging when one of the items is not available. Customers expect to receive the full kit, so if even one item is missing, the entire order needs to be rejected.
To keep inventory accurate, it is important to track which specific item caused the rejection.
Example: If a Sunglasses Travel Kit includes sunglasses, a cleaning cloth, and a case, and the cloth is out of stock, the associate can reject the kit and mark only the cloth as unavailable. This updates the inventory for the cloth without affecting the sunglasses and case.
Steps for rejecting the kit order:
In the In Progress tab, the order details card shows if the order is a kit order.
Select the kit order that needs to be rejected.
In the order details, to view rejection options, tap the bin icon.
A list of reasons will appear, such as:
Not in Stock
Mismatch
Damaged
No Variance
Choose the reason that applies.
Select the checkbox next to the item causing the issue. Multiple items can be selected if needed. This step records inventory variance only for the selected components.
Tap the Reject button.
A confirmation pop-up will appear. Select Report to confirm the rejection or Cancel to go back.
Choosing Report will reject the order.
The Fulfillment App allows store users to reject items from an order or complete an order when it can’t be fulfilled from the current facility. Rejected orders are moved to the ‘Rejected Item Parking’, to automatically reallocate them. Ensure that at least one brokering rule addresses orders at this parking.
Go to the In-Progress page.
Search for the desired order.
Click the Trash Bin icon next to it.
Select an appropriate reason from the dropdown.
Save the changes.
The OMS will route the order to another facility based on product availability, customer shipping preferences, and routing rules.
Stores may face issues with their fulfillment capabilities in some instances. When a store cannot fulfill orders for a given day, store managers with the permission of COMMON_ADMIN can reject all orders in bulk from the Open and In Progress order pages.
In the Open or In Progress Orders screens, click the Reject All icon at the top right corner.
All orders in that status will be rejected and removed from the facility.
The Rejection Analytics Page provides a detailed view of order rejections, helping store associates and managers analyze trends and address inventory issues.
Total Rejections: Displays the total count of all rejected items.
Frequently Rejected Items: Highlights the products most often rejected.
Common Rejection Reasons: Lists common causes like out-of-stock items or damaged products.
All Rejected Items: Shows a complete list of rejected order items for detailed tracking.
Time Filters: Analyze rejection data from the last 24 hours or 7 days.
Search: Locate specific rejected items using Product SKUs or order details.
Retailers can configure which rejection reasons they want to offer for their staff to choose from if they're unable to fulfill items in an order. To access this page, users must have STOREFULFILLMENT_ADMIN permission.
Store Associates: In the Fulfillment App and BOPIS App, store associates see rejection reasons specific to in-store operations, such as out-of-stock items or damaged products.
Customer Service Representatives (CSRs): In the Order Management System, CSRs view broader rejection reasons suited for customer interactions, such as manual reallocation.
Admin Users: Admin or operations managers can view all rejection reasons across roles for complete oversight.
Rejection reasons can be shown or hidden from store associates using the fulfillment app by using the toggle on the settings page.
How It Works:
When the toggle is ON: The specific rejection reason will be visible, while all other reasons will remain hidden.
When the toggle is OFF: The specific rejection reason will be hidden, but all other reasons will still be visible.
Rejection reasons in the system are divided into specific types to define how they affect inventory. Each type explains what action should be taken on the inventory when a rejection reason is applied. This helps manage inventory updates smoothly and accurately.
REPORT_NO_VAR: Rejection reasons with this type do not affect inventory.
Stock levels remain unchanged when these reasons are used.
REPORT_VAR: Rejection reasons with this type cause inventory to be adjusted.
The table below lists the default rejection reasons and their assigned types, which define how they impact inventory levels. Retailers can also create custom rejection reasons with specific types to handle unique inventory adjustments as needed.
The Adjust QOH Along with ATP on Rejection toggle provides control over inventory adjustments during order rejections.
The main reason to disable QOH impact from rejection reasons would be to limit the impact store associates have on your inventory record. Retailers that use HotWax Commerce’s store inventory management capabilities like Cycle Counting rely on the QOH level as a source of truth for physical inventory levels. Allowing rejections to impact QOH opens up the possibility of store staff accidentally creating massive inventory discrepancies by selecting the wrong rejection reason.
By suppressing ATP and not QOH, over-selling is still prevented and orders for those particular products won’t be routed to that store. When fulfillment administrators then review the rejections and inventory discrepancies, they are able to use the delta between the QOH and ATP to judge the validity of the store staff’s claim of inventory being unavailable.
Retailers that don’t utilize HotWax Commerce for store inventory management only need the OMS to maintain an accurate record of sellable inventory. In that case, retailers should allow rejections to impact both ATP and QOH.
When partial rejection is enabled, individual items get rejected from a facility without impacting the rest of the order. Here’s how it works:
Reject the Item: Click the trash bin icon next to the unfulfillable item.
Choose a Reason: Select a reason for rejection, like "not in stock" or "damaged."
Process Remaining Items: The rest of the items in the order remain at the allocated facility for fulfillment and will be shipped as usual.
Rebrokering: The rejected item is sent to another facility for fulfillment.
When partial rejection is disabled, rejecting any item in an order triggers the rejection of the entire order. Here’s how this works:
Reject the Item: Click the trash bin icon next to the unfulfillable item.
Choose a Reason: Select a reason for rejection, like "not in stock" or "damaged."
Automatic Rejection: The rest of the order is rejected with the reason "reject entire order". This will not impact inventory variance for remaining items (those were not rejected) and also not appear in rejection reports.
If additional items need to be rejected with a specific reason, click on the default rejection reason applied to the item and make a selection.
Collateral rejection helps manage situations where the product in a rejected order item is part of multiple pending orders at a facility. When this is enabled, rejecting an item automatically rejects it in all other orders containing the same product. The behavior depends on whether partial rejection is allowed:
If partial rejection is allowed: Only the selected item will be rejected from all related orders, and the remaining items in those orders will still be fulfilled from the original facility.
If partial rejection is not allowed: All orders containing the rejected item will be completely rejected, not just the individual item.
This feature ensures faster re-routing of unfulfillable items, minimizing delays across all orders containing the same product.
Learn how to troubleshoot issues with generating shipping labels in the HotWax Commerce Fulfillment App for seamless label creation.
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:
REPORT_ALL_VAR: This type eliminates all remaining inventory for the rejected item.
It is used in scenarios where the entire stock for the item needs to be depleted.
NO VARIANCE
REPORT_NO_VAR
Does not affect either ATP or QOH inventory.
Useful for scenarios where inventory levels remain unchanged, e.g., canceled orders without stock issues.
NOT IN STOCK
REPORT_ALL_VAR
Sets ATP and QOH inventory to 0 for the rejected product.
Prevents new orders until the product is restocked.
MISMATCH
REPORT_VAR
Decreases ATP and QOH inventory by the rejected quantity.
Indicates the product is still in stock but unavailable for orders requiring the rejected size or color.
DAMAGE
REPORT_VAR
Decreases ATP inventory by the rejected quantity, while QOH remains unchanged.
Shows the product is in stock but damaged and unsellable.
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:
Verify if the shipping carrier corresponding to the desired shipping method is set up in HotWax Commerce.
Follow the documentation on creating a carrier in HotWax Commerce here.
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:
Check if the carrier data has been successfully loaded into HotWax Commerce.
Follow the steps outlined in the documentation to add shipping gateway configurations here.
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:
Verify if the shipment method corresponding to the carrier is set up in HotWax Commerce.
Follow the documentation to set up shipping methods here.
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:
Follow the steps outlined in the documentation to configure shipment boxes for the carrier here.
Ensure that the dimensions and specifications of the shipping boxes are accurately entered to facilitate accurate label generation.
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:
Verify Facility Association: Confirm that the facility for which the shipping label is being generated is properly associated with the corresponding shipping carrier. Refer to the documentation here for guidance on associating facilities with carriers.
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
Access Facility Details: Navigate to the Facility Detail page within the Facilities App to access the settings for the relevant facility.
Enable Label Generation: Locate the toggle for "Generate Shipping Label" and ensure it is switched on to allow for shipping label generation.
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
Edit Address Section in Facility detail page: Click on the edit button of the address section to access the facility's details.
Add Phone Number: Enter the correct phone number for the facility and save the changes.
Retry Label Generation: After adding the phone number, attempt to generate the shipping label again for the affected order.
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:
Facility Rejection: Reject the order from the facility if the customer's address does not comply with the shipping method requirements.
Manual Release: Manually release the order and assign it to a facility located in the customer's country.
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:
Facility Rejection: Reject the order from the facility to prevent incorrect label generation.
Edit Customer Address: Navigate to the Sales Order > View Order page for the affected order ID.
Update Zip Code: Access the Item Groups section and click on the pencil icon next to the address to edit the information.
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:
Facility Rejection: Reject the order from the facility to prevent label generation until the issue is resolved.
Edit Customer Information: Access the order details and edit the customer's address to include the contact number.
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.
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.
Access the Fulfillment App: Open the HotWax Commerce Fulfillment App on your device.
Go to the "In Progress" Section: Navigate to the In Progress section where you’ll find details of active orders.
Select the Order and Pack: Choose the relevant order and click on the Pack Order option.
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.
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.
Generate the Label: Once the carrier is selected, generate the shipping label for the order.
The Transfer Orders Page helps store staff create and fulfill TOs easily. They can view all existing TOs, the current status of TOs, and create new ones.
This is the default view when the Transfer Orders page is opened. Associates can search open and closed transfers on this page.
Associates can segregate between open and completed TOs by switching Open and Completed tabs from the top-right corner.
Through the Find page, users can view:
Transfer Order Name: The name entered when creating the transfer order.
Transfer Order ID: Unique identifier generated by the app for the transfer order.
Transfer Order Status: The status appears next to the order name, as Approved or Completed.
Note: The order status remains Approved until all items are fulfilled and only changes to Completed once every item has been fulfilled.
To create a new TO, tap the + button located in the bottom-right corner of the Transfer Orders tab. This opens the Create Transfer Order screen.
Name the TO
At the top left of the page, enter a unique name for the TO. This name helps to easily identify the TO later.
Assign Destination
Locate the Assign section in the left-hand menu.
A TO cannot be edited from the Fulfillment app after this step
When creating a TO for multiple products, the Fulfillment App supports uploading a CSV for multiple products.
To efficiently create a TO with multiple products, follow these steps:
Prepare a CSV File
Create a CSV file containing the SKUs and quantities of the products to be transferred.
Navigate and Upload
On the Create Transfer Order page, navigate to the
This method eliminates the need to add each product manually and speeds up the TO creation process.
The Transfer Order Details page is used to fulfill TOs. To access this page, store associates simply tap on a transfer order from the Find page, which navigates them to this page.
At the top of the page, associates can view important details such as the total quantity of items they need to fulfill, the transfer order name, the order ID, and the current status of the TO, which will be marked as either Approved or Completed.
Approved: The transfer order is active and pending fulfillment.
Completed: All items in the transfer order have been fulfilled, and the TO is shipped.
While fulfilling the TO, associates can generate a picklist to view all the items that need to be picked. To do this, tap the Picklist button at the bottom of the page.
Item card displays key product information:
Product image
SKU
Product name
HotWax Commerce product ID
View item quantity ordered: Displayed next to the Report an Issue dropdown.
Partial Fulfillment: If the full quantity of an item is not available, associates can create a shipment for the available quantity.
Over-fulfillment is not allowed.
Once the items are fulfilled, associates can tap the Create Shipment button in the bottom-right corner. After this, they will be redirected to the Review Shipment page, where they can:
Generate the shipping label
Add the tracking code
View the carrier name
Important: Once a shipment is completed, it cannot be edited.
Tap Assign to select the destination facility.
Select a destination facility.
Select Shipping Method
Locate the Shipping Method section below the Assign card.
Tap the dropdown to choose a Carrier.
Now, choose the Shipping Method supported by the carrier, such as Standard, Same Day, or Next Day.
Plan Shipping and Delivery Dates
Locate the Plan section in the left-hand menu.
Based on transfer type, select the appropriate lifecycle:
Store to Store: Select Fulfill and Receive (managed entirely in OMS).
Store to Warehouse: Select Fulfill only (post-fulfillment handled by WMS).
To know more about TO types, refer to this .
Set the Ship Date and tap Done.
Set the Delivery Date and tap Done.
Add Products to the TO
Use the set product identifier (like SKU or Shopify ID) to search, or scan the product.
Once it appears on the right side, tap the + button to add it to the TO.
Upon adding a product, store associates can see three options for quantity selection:
Book QOH (Quantity on Hand): Use this when transferring the entire available stock from the origin facility.
Book ATP (Available to Promise): Select this to transfer only the available (unallocated) quantity.
Use Case: Ideal to avoid affecting future commitments or orders.
Book Custom Quantity: Use this option to specify a custom quantity to transfer.
Use the checkbox top row to enable bulk edit for all added items.
Finalize the TO
Tap the ✓ button in the bottom right corner to finalize and create the TO.
UploadSelect and Upload the CSV File
Tap the Upload button and choose the prepared CSV file.
Map the Fields
Select the correct product identifier (e.g., SKU).
Map the CSV fields to the system fields (e.g., SKU → Product ID, Quantity → Quantity).
Report an issue dropdown to reject an item
ORD_TRANSFER_ORDER_ADMIN
Grants full access to Transfer Orders, including viewing, creating, and updating.
ORD_TRANSFER_ORDER_VIEW
Allows the user to only view the Transfer Orders page in the left-hand menu.
ORD_TRANSFER_ORDER_CREATE
Allows the user to create and update transfer orders.
The Open Orders page allows store associates to view and manage newly assigned orders that are pending fulfillment. On this page, store associates can filter orders, review order details, pick individ
Whenever a new order is assigned to a store for fulfillment, store associates receive a notification to take action. To access the notifications, tap the bell icon in the top right corner of the page.
Store associates can filter orders by shipping method.
To see same-day delivery orders, filter it by Same Day
To see next-day delivery orders, filter it by Next Day
To see standard delivery orders, filter it by Standard
By default, you see 10 orders in a page. To increase the number of orders to be displayed, tap the Picklist Size in the top right corner and choose the number of orders you want to see at once.
Store associates can use the Reject All button to reject all visible orders at once. This bulk action applies only to the orders currently visible on the screen. Associates can use filters to control which orders are rejected.
For example:
If the view is filtered to show five orders with Same Day shipping method, tapping Reject All will apply only to those five orders.
If no filters are applied, the action will affect all orders.
This functionality is also available in the In Progress tab.
To begin bulk order picking, store associates can tap the Print Picklist button. The generated picklist will only include the orders currently visible on the page.
For instance:
If the view is filtered to show only five Same Day orders, the picklist will contain just those five orders.
If no filters are active, the list will include all open orders.
After tapping the button, a pop-up window will appear, listing all pickers associated with the store. A search bar is available to help locate a specific picker.
By default, only pickers from the current store are displayed.
Users with STOREFULFILLMENT_ADMIN permissions can see all pickers across all stores.
The final output format of the picklist is determined by the FF_DOWNLOAD_PICKLIST setting:
If enabled, the picklist will be downloaded as a CSV file.
If not, it will open as a PDF in a new browser tab.
The Order Details Card displays key order information:
Customer name, date, and time: so they know who placed the order and when.
Order ID: this can be tapped to open more actions.
Shipping method and last brokering time: helps them see if it’s a standard or next-day order, and when it was last processed.
Product image and details: gives a quick view of the item, including its image, SKU, and name. The image can also be opened in full view.
Store associates can pick individual orders using the Order Details Card.
To start picking, they can tap on the Order ID, and a pop-up appears with three options:
Copy ID – if they just need to copy the order number.
Pick Order – if they’re ready to start picking that order.
View Details – takes them to the full Order Details page for more information.
The Order Details Page shows more detailed information about the order. It displays:
Order ID
Order number
Payment methods (prepaid or cash on delivery)
Order status
The same details are also shown when viewing the Orders Details Page in the In Progress and Completed tabs.
From this page, store associates can:
Pick the order if items are available
Reject the order if items are not available
Pack and ship the order
Once they tap Pick Order, the status changes and the order moves to the In Progress tab.
After packing, the order moves to the Completed tab.
Check stock button: tapping on it displays the number of units currently in stock.
Product details like the product name, SKU, and size
Customer details (name, phone number, and full address)
Details of other shipments in the order