Exchanges

Discover how HotWax Commerce efficiently handles exchanges. Simplify your exchange processes seamlessly.

How Does HotWax Commerce Handle Exchanges?

Retailers have the flexibility to create exchanges both in-store and on Shopify. In HotWax Commerce, exchanges are recognized during the process of importing refunds from Shopify when the order information includes the user ID and order line item details but lacks the transaction amount.

Customers we have worked with, use Shopify as their eCommerce platform, NetSuite as their ERP system, Loop as their RMS, and HotWax Commerce as their OMS.

Data Flow

Synchronize Web Exchanges to HotWax Commerce

Exchange orders that are created in Shopify are imported into HotWax Commerce just like regular sales orders. Given that exchanges are created by Loop in Shopify, they are assigned the sales channel Loop Exchange within Shopify. Additionally, these exchange orders have a discount code labeled loop-discount applied to them.

Consequently, all exchange orders imported from Shopify into HotWax Commerce have a Loop Exchange sales channel as well as the discount code labeled loop-discount applied to them.

Linking New Exchange Orders with the Original Order

When a customer exchanges an item for another, it's crucial to link it to the original order against which the new item is purchased. References to the original order stored in Shopify notes are saved in HotWax Commerce as a communication event. This helps ensure that the continuity of the transaction is maintained and accurately tracked.

The downloaded exchange orders are then brokered to the optimal fulfillment locations by HotWax Commerce.

These exchange orders are also synchronized to NetSuite for further processing. Learn more about synchronization of exchange orders from HotWax Commerce to NetSuite ERP.

Restocking Item from the Original Order

An exchange refers to a transaction in which a customer returns a purchased item and, instead of receiving a refund or store credit, opts to swap the returned item for a different product.

When an item from the original order is returned on Shopify, it provides an option to enable the restock returned inventory flag. However, HotWax Commerce does not automatically increase the inventory count even if the restocked return flag is enabled on Shopify. This is because HotWax Commerce lacks visibility into the specific location where the inventory is received. Instead, inventory is updated only when new item receipt records are synchronized to HotWax Commerce from ERP systems like NetSuite.

Synchronize POS Exchanges to HotWax Commerce

POS exchange sales are similar to other POS sales as both the transactions recorded in Shopify POS. POS exchange sales created in Shopify POS are imported into HotWax Commerce just like regular POS sales.

Given that POS exchanges are created in Loop POS and synced by Loop to Shopify, they are assigned the sales channel Loop Exchange within Shopify. Consequently, all POS exchanges imported into HotWax Commerce have a Loop Exchange sales channel as well.

When POS sales are downloaded in HotWax Commerce, POS sales have a Completed status, the sales channel is set to POS_Channel, and shipping method is set to POS_COMPLETED. While, in the case of POS exchange sales, although they also have a Completed status, their sales channel is Loop Exchange. Due to this distinction, HotWax Commerce is unable to assign their shipping method as POS_COMPLETED. Instead, it is designated as Two-Day Shipping as default.

Linking New Exchange Orders with the Original Order

Similar to web exchanges, in case POS exchanges references to the original order stored in Shopify notes are also saved in HotWax Commerce as a communication event.

These POS exchange sales are also synchronized to NetSuite for further processing. Learn more about synchronization of POS exchange sales from HotWax Commerce to NetSuite ERP.

Restocking Item from the Original Order

When an item from the original order is returned on Shopify POS, HotWax Commerce downloads the return data, including the facility ID where the returned items are received. If the restocking flag is enabled, HotWax Commerce also restocks the inventory based on the captured facility ID.