Customer Owned Frame Oders

Krewe specializes in eyewear, offering a variety of optical frames and prescription lenses. In scenarios where a customer's lens is broken or scratched, the customer can send in their frame to have a new lens fitted. The repaired or updated frame is then sent back to the customer.

Current Process

In-Store Frame Drop-Off

1. Order Creation:

   • Customers visiting the store provide their frame, and the store associate manually creates an order in NetSuite under the customer's profile.

   • The Purchase Order (PO) number follows this format: Customer Initials + Date + Store Associate Initials.

   • The order type is set to In-Store (POS), and the sales channel/department is set to the store's location.

2. Temporary Location Assignment:

   • The order is initially assigned to a warranty location to act as a temporary hold until the frame arrives at the warehouse.

   • Once the frame is received at the warehouse, its location is updated to HEADQUARTERS: E-COMM in NetSuite, marking it as ready for fulfillment.

3. Line Item Details:

   • For lens replacements using a customer-provided frame, the SKU CUSOWN-1 is entered with the description format: FRAME NAME + COLOR (Customer Owned).

   • For new frames, the specific frame SKU is used instead.

4. Shipping:

   • Standard shipping is set to USPS First Class for $14.99.

   • New frame orders qualify for free shipping.

5. Fulfillment:

   • The customer’s shipping address is recorded, a deposit is collected, and the order is processed for fulfillment.

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Direct Mail-In Frame and Form

1. Customers mailing their frames include an order form with details like lens specifications, name, email, and shipping address.

2. Upon receiving the package at the warehouse:

   • The order is created in NetSuite with the location automatically set to HEADQUARTERS: E-COMM.

   • No temporary hold is needed, and the order is processed immediately.

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New Frame and Lens Orders

Customers looking to customize frames with specialty lenses (e.g., polarized or mirrored lenses) that aren’t available on the website require manual order handling:

1. Order Placement:

   • These custom orders are manually entered into Shopify POS.

   • Details of the custom lenses and frame specifications are recorded.

2. Fulfillment:

   • The order is processed as per the customer’s specifications.

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Proposed Solutions

New Frame and Lens Orders

1. Order Creation by CS Team:

   • The Customer Service (CS) team will create draft orders in Shopify and send them to customers for payment.

   • Orders will include a custom property for item grouping.

2. HotWax Integration:

   • Using the HotWax Admin Helper app, CS can add or modify custom properties for draft orders.

   • A checkbox will appear next to each line item, allowing CS to group items.

   • Once saved, a unique ID will link grouped items for joint processing.

3. Fulfillment:

   • HotWax will import grouped items as a single unit, ensuring they are fulfilled together.

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Customer-Owned Frames

When a customer wants to change the lenses in their pre-owned frame, the HotWax admin helper can be used to add a custom line item property. This allows the system to capture the specific request for lens replacement and ensure the correct fulfillment process.

1. Order Identification:

   • For customer-owned frames, a custom line item property will be added. This allows us to link the pre-owned frame to the lens product they are purchasing. In Shopify the lens product will be visible as a line item and the customer owned frame will be added in the line item property of the order JSON.

     ID: customer-owned frame Value: [SKU of the customer-owned frame]

2. Order Handling in HotWax:

   • HotWax will separate the lens and customer-owned frame into distinct products.

   • A new product will be created in HotWax for the customer-owned frame with an internal ID format like: COF-[Order Name]-[Internal Name].

   • This product won’t have inventory until the frame arrives at the warehouse.

3. Inbound Shipment Creation:

   • When the frame arrives at the warehouse, an inbound shipment will be created and processed through the receiving app.

   • This increases inventory for the customer-owned frame, allowing it to be allocated during the brokering run.

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Packing Slip Updates in NetSuite

1. Visibility of Customer-Owned Frames:

   • Customer-owned frames and lenses will appear as separate line items in NetSuite.

   • A blanket product for customer-owned frames will be created in NetSuite, and HotWax will add a custom property to include the frame SKU.

2. Packing Slip Customization:

   • The packing slip will display the customer-owned frame and its details alongside the lens product, ensuring clarity for the fulfillment team.