Omnichannel Orders
This section explains how New Era Caps manages sales orders within HotWax Commerce to ensure smooth, real-time order flow between Shopify and the OMS. It covers real-time order imports via webhooks and Amazon SQS, order validation through HOLD and APPROVED tagging, and customizations such as payment method mapping, handling of customer notes, and digital item processing.
Together, these processes provide a reliable, automated foundation for omnichannel fulfillment — ensuring every customer order moves swiftly and accurately from Shopify into HotWax Commerce for processing.
Sales Order Import via Webhook and SQS
Phase 2
To achieve real-time order visibility, HotWax Commerce has implemented Shopify’s webhook integration with Amazon SQS, which provides the capability to receive and process orders the moment they are placed in Shopify. This ensures that orders appear instantly in the OMS with complete and accurate details, allowing fulfillment operations to begin without delay.
How the Process Works
1. Webhook Subscription
HotWax Commerce subscribes to the Shopify order/create webhook via Amazon SQS. Each time a new order is created in Shopify, the order data is immediately transmitted to SQS, ensuring instant and secure capture.
2. Sending Orders to SQS
The order information is stored in Amazon SQS, which acts as a secure and reliable message queue. This guarantees that no orders are lost, and each is processed in the correct order — even if there’s a temporary delay or interruption in processing.
3. Processing and Validation
Once received, each order undergoes validation within HotWax:
The OMS determines the order type (e.g., standard shipping or Buy Online, Pick Up In Store – BOPIS).
Orders missing shipping addresses are automatically categorized as BOPIS.
Each order is checked for completeness and consistency before being imported into the OMS.
Customizations by HotWax for New Era Caps
Before import, HotWax applies specific business customizations tailored to New Era Caps’ operational and financial requirements:
Cash on Delivery (COD) Fee Handling
For financial accuracy, the COD fee is split into two components:
COD Fee Tax: 10%
Actual COD Fee: 90%
This ensures precise tax reporting and consistency with financial reconciliation processes.
Delivery Scheduling
Requested delivery dates and time slots entered by customers in Shopify are automatically mapped to the corresponding fields in the OMS, enabling efficient scheduling and coordination with logistics.
Customer Notes and Attributes
Customer-specific details such as membership type, delivery preferences, or special instructions are imported from Shopify’s order notes and mapped directly into the OMS, ensuring full visibility for fulfillment teams.
Example Scenario
A customer in Tokyo places an order for home delivery with a Cash on Delivery (COD) payment of ¥770 and requests delivery on October 1st between 6 PM and 8 PM.
The order is instantly captured through the Shopify webhook and securely stored in Amazon SQS.
The COD fee is split into ¥70 (tax) and ¥700 (actual fee).
The delivery date, time slot, and customer notes are mapped into the OMS.
The order is imported into HotWax Commerce, validated, and marked ready for fulfillment — all without any manual intervention.
This real-time order import process ensures accurate, dependable, and immediate synchronization between Shopify and the OMS — forming the backbone of New Era Caps’ omnichannel fulfillment experience.
Real-Time Order Review and Tag Synchronization
Phase 2
To balance fraud control and operational speed, New Era Caps uses an automated review process to determine whether an order should move straight to fulfillment or be reviewed by the Customer Service (CS) team.
When a customer places an order in Shopify, the system instantly evaluates it against business rules—such as order value, risk level, or specific product types—and tags it as either HOLD or APPROVED.
APPROVED orders move directly to fulfillment.
HOLDorders are paused for manual review by the Customer Service (CS) team.
These tags sync between Shopify and HotWax Commerce in near real time, ensuring that orders requiring attention are identified instantly while all other orders continue smoothly through the fulfillment process.
For example, if a customer places a high-value order of ¥80,000, it is automatically tagged as HOLD and appears in the OMS for review. Once verified by the CS team, the tag is switched to APPROVED, and the order proceeds to allocation and shipment in the next cycle.
This process allows New Era Caps to manage risk efficiently without delaying fulfillment for standard orders, maintaining both customer trust and operational agility.
Buy Online, Pick Up In Store (BOPIS)
Phase 2
New Era Caps provides a seamless Buy Online, Pick Up In Store (BOPIS) experience, allowing customers to place orders online and collect them from their preferred store.
On the product page, customers can view nearby stores with stock availability and select their desired pickup location. Once the order is placed, HotWax Commerce automatically identifies it as a pickup order and routes it to the correct store for fulfillment. Store associates receive the order through the BOPIS App, ensuring quick and accurate preparation for pickup.
If any information is missing or incorrect, the operations team is notified so that no customer order is overlooked.
Payment Capture for BOPIS Orders
Phase 2
To prevent potential revenue loss from uncollected store pickup orders, HotWax Commerce introduced a new payment capture workflow for Buy Online, Pick Up In Store (BOPIS) orders.
With this enhancement, payments are now captured as soon as store staff mark an order as “Ready for Pickup.” At that point, Shopify automatically updates the order status to “Paid,” ensuring funds are secured before customer collection.
This feature safeguards revenue, enhances financial accuracy, and ensures that every prepared order is fully accounted for — providing New Era Caps with greater financial control and operational reliability.
Ship From Store (SFS)
Phase 2
New Era Caps offers Ship From Store (SFS) as an additional fulfillment option, giving customers greater flexibility and access to products not available in the warehouse. When browsing online, customers can see store-level availability and choose between:
Ship from Store: Receive the item directly from a retail store for an additional shipping fee.
Pickup in Store: Collect the item at no cost.
This functionality is powered by HotWax Commerce’s intelligent inventory system, which reserves stock at the selected store the moment the customer chooses SFS. This ensures the order can be fulfilled reliably while maintaining accurate inventory visibility across all channels.
Although shipping from stores incurs higher logistics costs, offering this option enhances product accessibility and strengthens the brand’s omnichannel promise.
Mixed Cart Support
Phase 2
HotWax Commerce enables mixed-cart checkout, allowing customers to purchase products fulfilled from both the warehouse and stores in a single order.
For example, if one product is available in the warehouse and another is only in a retail store, the customer can complete checkout seamlessly. The warehouse item will ship directly, while the store item can either be picked up or shipped from the selected store.
This unified experience ensures customers never face stock-related barriers and can purchase everything in one smooth transaction, while HotWax automatically manages the most efficient fulfillment route behind the scenes.
This holistic order management flow ensures New Era Caps delivers a fast, flexible, and reliable shopping experience—whether customers choose home delivery, store pickup, or a mix of both—while maintaining operational efficiency and financial control.
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