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Learn how to quickly find and manage Store Pickup Orders by searching for orders using product names, customer names, or order IDs.
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.
Discover how BOPIS notifications enhance order efficiency by providing timely updates on new and open orders within a facility.
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.
Adminpermissions are required to access this feature.
Users can configure the notification settings in two ways.
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.
Users can also use the Notification Preference card on the Settings page of the BOPIS app.
HotWax Commerce's BOPIS fulfillment app enables retailers to efficiently manage Buy Online Pick-up In Store (BOPIS) functionality and handover store pick-up orders to customers.
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.
Access to the BOPIS app is secure and permission-driven. Users will only be able to view information related to stores and orders for which they have been granted explicit permissions. For example, if a store associate is assigned to the Salt Lake City facility, they will exclusively see orders and details related to that facility. Information from other facilities will not be accessible to the associate, ensuring a controlled and secure user experience.
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.
Discover how the Open Order page in the BOPIS app displays and facilitates the fulfillment of received orders, offering easy search functionality.
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.
Marking an order `Ready for Pickup` triggers an email to the customer that their order is ready for pickup and these orders are moved to the `Packed` tab.
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.
Learn about the Order Details page in the BOPIS app, which provides comprehensive information about orders and allows store associates to perform key functions.
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.
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."
Upon rejecting an item or order, customers will receive an email with [alternate fulfillment options](../settings-page.md#order-edit-permissions) of the retailer's choice, and the rejected order or order item will be removed from your dashboard.
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.
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.
Learn about the Settings page in the BOPIS app, providing configuration options to streamline processes and optimize efficiency.
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.
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.
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.
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.
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.
This option allows users to select an appropriate timezone to ensure consistency and optimize operations according to local time.
This option allows users to select a preferred display language for the app.
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 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.
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.
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.
Discover how to troubleshoot BOPIS notifications in the HotWax Commerce OMS for efficient customer communication.
If you are not receiving BOPIS notifications, consider the following troubleshooting scenarios:
Ensure that your device has a stable internet connection. Notifications rely on an active connection for delivery.
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.
Verify that OMS instance meets compatibility requirements:
For BOPIS notifications to work, the instance should be on v.5.2.0. or above
If you are using browser notifications, check the settings for your specific browser:
Chrome: Manage Notifications on Chrome
Firefox: Push Notifications on Firefox
If you have blocked notifications in your browser, follow these steps to unblock and enable them:
Safari: Unblock Notifications on Safari
Chrome: Unblock Notifications on Chrome
Firefox: Unblock Notifications on Firefox
Ensure that operating system notifications are enabled:
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.
Learn about the Ship to Store feature, allowing customers to place pickup orders for products not immediately available at their preferred location.
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:
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.
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.
Discover how to view order item rejection history in the BOPIS app, accessing details about rejected items and their status.
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.
Discover completed BOPIS orders in the Completed tab of the Orders page, featuring details of successfully handed-over orders within the past 24 hours.
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.
Discover the Catalog page in the BOPIS app, offering a comprehensive list of products available for store pickup, along with inventory availability and product details.
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.
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.
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.
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.
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.
Discover how the Orders page in the BOPIS app manages store pickup orders, from receipt to completion.
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.
Learn about the Packed Order tab in the BOPIS app, where orders ready for customer handover are displayed, with convenient search functionality.
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.
For packing slip (document) generation, the app opens a new tab. Ensure that the pop-up blocker is disabled to allow seamless access.
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.
After clicking the `Handover` button, the orders are marked completed and moved to `Completed` tab.
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.
Access the BOPIS App: Open the HotWax Commerce BOPIS App on your device.
Navigate to the Order Details Page: Go to the Order Details section to view all current BOPIS orders.
Select the Relevant Order: Locate the specific order you need to fulfill.
Find the Print Icon: Within the order box, you will see a print icon. Click on this icon to initiate the printing process.
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.
