In this topic:
• Fulfilling Different Types of Orders
• Assignment of New Delivery or Pickup Orders
• Accepting and Printing New Delivery or Pickup Orders
• Verifying Delivery or Pickup Orders as Picked
• Pick Verification by Scanning
• Receiving Ship to Store Orders
• Closing Items on Ship to Store Orders
• Pickup of Ship to Store or Pickup Orders
• Canceling Items on Pickup or Ship to Store Orders
• Rejecting Delivery or Pickup Orders
• Viewing All Orders Across the Enterprise
Fulfilling Different Types of Orders
Overview: There are three types of orders that your store location might use Store Connect to fulfill: delivery orders, pickup orders, and ship to store orders. Each is described briefly below.
Delivery Orders
Delivery orders are orders that a customer places in a different location in the enterprise, possibly through the ecommerce site, by calling in to a phone center, or at a different store location. The originating location doesn’t have the inventory to ship directly to the customer, but your location does, so Store Connect assigns the order to your location for fulfillment.
It doesn’t matter to the customer that a different location is shipping the order.
The steps in fulfilling a delivery order are:
• Accept the order: This generates the Pick List Pull Sheet and possibly the Packing Slip, if specified by your system administrator. See Accepting and Printing New Delivery or Pickup Orders.
• Pick the items, and confirm the order as picked. See Verifying Delivery or Pickup Orders as Picked.
• Ship the order to the customer. See Shipping Delivery Orders.
In some situations, your store location can reject a delivery order if, for example, it doesn’t actually have the required merchandise. See Rejecting Delivery or Pickup Orders for more information.
Pickup Orders
Pickup orders are orders that the customer wants to pick up in a particular store location where the merchandise is available. Unlike a delivery order, a pickup order requires the customer to select the store location.
The steps in fulfilling a pickup order are:
• Accept the order. This generates the Pick List Pull Sheet and possibly the Packing Slip, if specified by your system administrator. See Accepting and Printing New Delivery or Pickup Orders.
• Pick the items and confirm the order as picked. This generates a notification to the customer that the order is ready for pickup. See Verifying Delivery or Pickup Orders as Picked.
• Confirm that the customer has picked up the order. See Pickup of Ship to Store or Pickup Orders.
In some situations, your store location can reject a pickup order if, for example, it doesn’t actually have the required merchandise. Also, it’s possible to cancel one or more items on a pickup order if the customer arrives at the store and doesn’t want to pick up those items. See Canceling Items on Pickup or Ship to Store Orders and Rejecting Delivery or Pickup Orders for more information.
Auto-cancellation: Auto-cancellation is an option that can be configured by your systems administrator to automatically cancel pickup orders that haven’t been picked up by a specified date. The systems administrator determines the number of days to keep an order line on a pickup order open once you have confirmed that the line has been picked, and the customer notified that the item is available for pickup.
If auto-cancellation is configured, the Pickup By Date is displayed for lines on pickup orders once they are picked. The Pickup By Date is cleared once the line is picked up or canceled. Optionally, you can revise the Pickup By Date if, for example, the customer requests extra time before picking up the item.
Ship to Store Orders
Like pickup orders, ship to store orders are orders that the customer wants to pick up in your store; however, you might not have the merchandise available. For a ship to store order, the location that originates the order ships or transfers the merchandise to your store location, so the customer can pick it up there.
The steps in fulfilling a ship to store order:
• Receive the order from the originating location. This generates a notification to the customer that the order is ready for pickup. See Receiving Ship to Store Orders.
• Confirm that the customer has picked up the order. See Pickup of Ship to Store or Pickup Orders.
In some situations, you can close one or more items on a ship to store order if, for example, an item was damaged in shipping. Also, it’s possible to cancel one or more items on a pickup order if the customer doesn’t want to pick up those items. See Closing Items on Ship to Store Orders and Canceling Items on Pickup or Ship to Store Orders for more information.
Unlike delivery or pickup orders, ship to store orders don’t need to be accepted or picked. Also, you can’t reject a ship to store order.
For more information: For more information on processing different types of orders, see:
• Assignment of New Delivery or Pickup Orders
• Accepting and Printing New Delivery or Pickup Orders
• Verifying Delivery or Pickup Orders as Picked
• Receiving Ship to Store Orders
• Pickup of Ship to Store or Pickup Orders
Assignment of New Delivery or Pickup Orders
Created in originating system: Orders are placed by customers through the web store, the call center, or in a store location. The originating system submits delivery or pickup orders to Store Connect, and communicates with Store Connect on a regular basis to track order status and activity.
When are new delivery and pickup orders available for processing? Your system administrator sets up a schedule to control when new delivery and pickup orders are available for you to begin processing. The schedule for an order type might call for the orders to be available immediately, at regular time intervals (such as once an hour), or at set times of the day. The administrator also defines the start and end times and the days of the week when orders can become available.
When new orders are assigned and available for processing:
• an email notification is sent to the default email address for your store location
• the orders are listed at the View New Orders Screen
• the orders are included in the New Orders totals at the Home Screen:
Beginning delivery and pickup order processing: The first step in processing delivery and pickup orders is Accepting and Printing New Delivery or Pickup Orders.
How old is the delivery or pickup order? The order date and time displayed on Store Connect screens is based on the date and time when the earliest open line on the order was created in Store Connect, even if that date and time was before the order was available to you for processing. For example, this might occur because:
• an order was submitted outside of your regular business hours
• a delivery order was initially submitted to a different store location, but that store rejected the order because it didn’t have sufficient inventory to fulfill it
Late order? If the order’s Age exceeds the number of hours specified by the system administrator, the time is in red, bold text. For example, the age of the first order in the image below exceeded the length of one hour:
If new items are added to the order: It is possible for a new item to be added to an order after it was initially created, or even after you have begun processing the original order line(s). In this case, the order is again listed on the View New Orders Screen; however, the time and date displayed are based on the creation date and time of the earliest order line.
Two orders with the same order number: It is possible for two delivery orders to have the same order number if each order specifies a different carrier.
Accepting and Printing New Delivery or Pickup Orders
Overview: As new delivery or pickup orders arrive, you can accept them for processing at the:
What happens when you accept a new delivery or pickup order? When you select the Accept & Print option for an order, multiple orders, or a line on an order, Store Connect:
• Confirms that you have started processing the order. When the originating system checks the status of the order, it receives notification of the order’s status.
• Generates the Pick List Pull Sheet. You can use this document as a worksheet for picking the items. The pull sheet can include both pickup and delivery orders.
• Generates the Packing Slip, if the system administrator has selected the preference to generate this document at order acceptance. You can use this document as a worksheet for picking the items, and can also include the slip when shipping a delivery order, or when the customer picks up a pickup order. You can also generate the packing slip at a later time.
• Changes the Next Action for the order or item from Accept & Print to Pick.
Selecting multiple orders: When you use the View New Orders Screen or the View All Open Orders Screen, you can accept and print more than one delivery or pickup order at a time by clicking Accept & Print at the bottom of the screen. The Pick List Pull Sheet includes the items on all selected orders.
Selecting individual items: If you use the View Order Detail Screen and a delivery or pickup order includes multiple items, you can accept and print individual items on the order. Only selected items are included in the generated documents, and have their Next Action change to Pick.
Note:
• If items on the order are grouped together, you can’t select them individually. See Why are some items on an order grouped together? for a discussion.
• If you accept and print individual items on a delivery or pickup order, the Next Action for the order remains Accept & Print until all items have been accepted and printed.
Printing documents: When you accept and print one or more delivery or pickup orders or items, you advance to the Pick List Pull Sheet. The pull sheet includes all the items on the selected orders, and can include both pickup and delivery orders.
After you print the pull sheet, click NEXT to advance to:
• the Packing Slip if the system administrator has selected the preference to generate this document at order acceptance. After you print the packing slip, click NEXT to return to the screen where you selected the Accept & Print option.
• otherwise, if the system administrator hasn’t selected the preference to generate the pack slip at order acceptance, you return to the screen where you selected the Accept & Print option.
Next steps: Once a delivery or pickup order has been accepted and printed, the next steps required in Store Connect are to verify the order is picked. See Verifying Delivery or Pickup Orders as Picked for more information.
Verifying Delivery or Pickup Orders as Picked
Purpose: After you accept and print a delivery or pickup order, the next step is to verify that the items on the order are picked. Pick verification:
• Confirms that the items are ready for shipment (delivery order) or pickup (pickup order)
• Generates the Packing Slip, if the system administrator has selected the preference to generate this document at pick verification, or if you select the Print Pack Slip? option at the Pick Order Window
• Changes the Next Action for the order or item from Pick to Pick Up (for pickup orders) or Ship (for delivery orders)
• Generates a notification to the customer that the order is ready for pickup, if it is a pickup order and isn’t Under Review, and if email notifications were configured by your system administrator. The email lists the item(s) ready for pickup, and includes the store location, address, and phone number
Pick verification process: Your system administrator can select one of three different pick verification methods, each using different screens and steps. Each is described below.
If items on an order are grouped: See Why are some items on an order grouped together? for a discussion on why certain items on an order can’t be picked separately.
Pick and ship option? When you verify items or an order as picked, you have the option to also confirm shipment at the same time if the order is a delivery order and isn’t under review. See Pick and Ship for details.
Pick verification methods:
• Pick Verification by Scanning
With the immediate pick verification method, the Verify Orders Picked link from the Home screen takes you to the View Orders Ready for Picking Screen, an order list screen similar to the View All Open Orders Screen, except that only delivery or pickup orders eligible for pick verification are listed.
Pick Order or Pick Item: You can select delivery or pickup orders to verify as picked directly at the View Orders Ready for Picking Screen by clicking Pick Order, or you can click Pick Items to advance to the Pick Order Detail Screen, where you can review the order and pick any eligible items.
Pick from View All Open Orders screen: You also have the option from the View All Open Orders Screen to:
• select Pick for a delivery or pickup order to verify all eligible items as picked
• select View for a delivery or pickup order to advance to the View Order Detail Screen, where you can verify any eligible items as picked
With the item pick verification method, the Verify Orders Picked link from the Home screen takes you to the Order To Be Picked Screen, where you need to enter a valid order with at least one item eligible for pick verification.
Review items and pick each or all: If your entry at the Order To Be Picked Screen is a valid delivery or pickup order, you advance to the Pick Order Detail - Item Screen, where you can review the order and pick one or more eligible items.
Pick from View All Open Orders screen: You also have the option from the View All Open Orders Screen to:
• select Pick for a delivery or pickup order to advance to the Pick Order Detail - Item Screen
• select View for a delivery or pickup order to advance to the View Order Detail Screen, where you can pick one or more eligible items.
With the scanning pick verification method, the Verify Orders Picked link from the Home screen takes you to the Order To Be Picked Screen, where you need to enter a valid delivery or pickup order with at least one item eligible for pick verification.
Scan each unit separately: If your entry at the Order To Be Picked Screen is a valid delivery or pickup order, you advance to the Scan Items To Pick Screen, where you need to scan each unit on the order separately. Based on your system administrator’s selection, you need to scan items based on either the item code or the UPC (Universal Product Code).
Pick from View All Open Orders screen: You also have the option from the View All Open Orders Screen to:
• select Pick for a delivery or pickup order to advance to the Scan Items To Pick Screen
• select View for a delivery or pickup order to advance to the View Order Detail Screen, where you can pick one or more items.
Once you pick a delivery order that isn’t Under Review, it is eligible for shipment. Depending on the configuration set up by your system administrator, you use:
• Integrated Shipping: Store Connect communicates with a shipping system that calculates shipping costs, assigns a tracking number, and generates a bar code label; or
• Manual Shipping: You enter the tracking number, if any, and confirm the package is shipped.
Each process is described below.
If your store location is configured to use integrated shipping, when you select the Ship Orders option from the Home Screen:
• Specify order: You advance to the Order To Be Shipped Screen, where you need to scan or enter the delivery order number to ship.
• Review detail: After specifying the order, you advance to the Ship Order Detail - Integrated Screen, where you can review the items on the order and optionally select items for shipping rather than the whole order.
• Specify carrier: When you select the Ship option, the Ship Order Window (Integrated Shipping) opens for you to specify the carrier.
• Enter shipping weight and box dimensions: When you complete the Ship Order Window (Integrated Shipping), the Estimated Weight and Dimensions Window opens for you to specify the shipping weight and box dimensions.
• Communication with shipping system: When you complete the Estimated Weight and Dimensions Window, Store Connect communicates with the integrated shipping system, and the integrated shipping system sends the shipment information for the order.
• Print shipping label: A window opens displaying the shipping label for the package. You need to print the label.
• Packing slip generated: The Packing Slip is available for you to print.
Shipment confirmed: When you complete this process, the order or selected item(s) are confirmed as shipped. Typically, the customer receives a shipment confirmation email with the tracking number, if available. The shipped order or item(s) are no longer displayed on Store Connect order processing screens.
Ship from other screens: If you select the Ship option from any other screen, such as the View All Open Orders Screen or the View Order Detail Screen, the Ship Order Window (Integrated Shipping) opens, and you follow the process as described above, except that you advance directly to the Ship Order Window (Integrated Shipping). The flow is similar if you select the Pick and Ship option from the Pick Order Window.
Manual shipping available: The option to use manual shipping is available if, for example, communication is down between Store Connect and the integrated shipping system.
If your store location is configured to use manual shipping, when you select the Ship Orders option from the Home Screen:
• Specify order: You advance to the View Orders Ready for Shipping Screen, where you need to find the delivery order to ship:
• Ship order? You can select the Ship Order option to ship all open items on the delivery order, or
• Ship items? Select the Ship Items option to advance to the Ship Order Detail Screen, where you can review the items on the delivery order and optionally select items for shipping rather than the whole order.
• Specify carrier and enter tracking number: When you select the Ship option for a delivery order or one or more items, the Ship Order Window (Manual Shipping) opens for you to specify the carrier and enter the tracking number, if required for the carrier.
Shipment confirmed: When you complete this process, the delivery order or selected item(s) are confirmed as shipped. Typically, the customer receives a shipment confirmation email with the tracking number, if available. The shipped order or item(s) are no longer displayed on Store Connect order processing screens.
Ship from other screens: If you select the Ship option from any other screen, such as the View All Open Orders Screen or the View Order Detail Screen, the Ship Order Window (Manual Shipping) opens, and you follow the process as described above. The flow is similar if you select the Pick and Ship option from the Pick Order Window.
Receiving Ship to Store Orders
Purpose: When the originating location ships or transfers the merchandise for a ship to store order, you need to confirm that you have received the ordered items. Once you confirm receiving, Store Connect generates an email notifying the customer that the order is available at your location for pickup.
Receiving options: The following screens include the option to receive a ship to store order, or the items on a ship to store order that are currently in transit to your location:
• View Orders Ready to Receive Screen
Receiving document: You have the option to generate the Receiving Document for ship to store orders whose Next Action is Receive, although Store Connect doesn’t generate this document automatically. You can use this document as a checklist for receiving multiple items on an order, or multiple orders.
Additional order lines: A ship to store order might include items that are in transit to you (Next Action is Receive), as well as:
• items that you have already received (Next Action is Pick Up)
• items that the originating location is preparing to ship or transfer to you (no Next Action available, but item is displayed on the View Order Detail Screen)
• items that have not been prepared for shipment or transfer, that have been canceled, or that have already been picked up (not displayed on any screens in Store Connect)
Updates at receiving: When you receive a ship to store order or an item on an order:
• the Packing Slip is generated
• the Next Action changes to Pick Up
• typically, generates a pickup notification email to the customer; however, if there are other items on the order that you have not yet received, and if your system administrator has selected a preference to withhold notification until all items are received, the email might not be generated at this time
Reviewing carton contents: Use the View Carton Details Window to review the shipments made for a ship to store order. This window displays items only if they’re currently in transit to your store location.
Closing Items on Ship to Store Orders
It’s possible to close an item on a ship to store order if, for example, the item is damaged or missing from the shipment. This option is available only from the Receive Order Detail Screen, and only if you have the required authority.
Close reason: You need to select the reason for closing the item(s) from the Select Close Reason Window.
Authority required: Closing an item requires specific authority. If you don’t have the required authority, the Authorization Required Window opens, so that an authorized user for your store location can approve the close. This approval is required each time you select one or more items to close.
When you close an item on a ship to store order, Store Connect generates a notification to your system administrator. The order line is removed from Store Connect screens for further processing.
Pickup of Ship to Store or Pickup Orders
When the customer picks up a ship to store or pickup order, you can use the View Pickup Ready Orders Screen to confirm the pickup. Confirming an order is picked up removes it from Store Connect screens for further processing.
You can also use the Pick Up Order Detail Screen to confirm that the customer picked up the entire order, or individual items on the order.
Both screens display the Ready for Pickup age, indicating the amount of time since you picked the pickup order or received the ship to store order, and the pickup ready notification email was sent. If the customer hasn’t picked up the order within the number of hours specified as the Unclaimed Order Hours threshold for your organization, the Ready for Pickup age is displayed in red, bold text. These orders are also listed on the View Unclaimed Pickup Ready Orders Screen.
Which orders are eligible for pickup?
• Pickup orders: Must have been picked and must not be Under Review
• Ship to store orders: Must have been received
Options for pickup-ready orders: You can:
• confirm the order or an item as picked up: see Pick Up
• reprint the packing slip: see Reprint Pack Doc
• cancel an item or the order: see Cancel
• send a reminder email: see Resend Email
You can also reject a pickup order, or an item on a pickup order, at certain screens even after it is confirmed as picked. See How do I reject an order or item? for more information. You can’t reject a ship to store order.
Generate packing slip? The Packing Slip is generated at pickup for pickup orders. Depending on the configuration set up by your system administrator, it may also be generated at pickup for ship-to-store orders.
Canceling Items on Pickup or Ship to Store Orders
Overview: You might need to cancel one or more items on a pickup or ship to store order if, for example, the customer changed his mind about the items after arriving at the store. You can also cancel the entire order if, for example, the customer never arrives to claim the order.
When you cancel an order or item, it is removed from Store Connect order processing screens, and typically the customer is notified by email by the originating system.
Eligibility: Only pickup or ship to store orders are eligible for cancellation, and the items’ Next Action must be Pick Up.
Cancellation reason: You need to select the reason for canceling the order(s) or item(s) from the Select Cancel Reason Window.
You can cancel pickup or ship to store orders from the:
• View Pickup Ready Orders Screen
• View Unclaimed Pickup Ready Orders Screen
When you cancel an item on a pickup order, if auto-cancellation is enabled, the Pickup By Date is removed.
Not all items on the order canceled? Since only items whose Next Action is Pick Up are canceled when you cancel an order, it’s possible that you can cancel an order at the View Pickup Ready Orders Screen or the View Unclaimed Pickup Ready Orders Screen, but there could still uncanceled items on the order if their Next Action was not Pick Up.
Similarly, when you cancel all items at the Pick Up Order Detail Screen, only displayed items are canceled; as a result, it’s possible that there are still uncanceled items on the order if their Next Action was not Pick Up.
Closing an item on a ship to store order: When you are receiving a ship to store order, you might need to close one or more items if, for example, they were not included in the shipment, or were damaged. See Closing Items on Ship to Store Orders for more information.
Rejecting Delivery or Pickup Orders
Overview: You can reject a delivery or pickup order, or one or more items on an order, from processing in your store location if, for example, you do not have the requested inventory. When you reject an order or item(s):
• Delivery order: The system may attempt to find another location to fulfill the order or item.
• Pickup order: The order is automatically closed, and typically the customer is notified by email by the originating system.
• Store Connect order processing screens no longer display the rejected order or item(s).
Authority required: Rejecting an order or item requires specific authority. If you don’t have the required authority, the Reject Approval Login Window opens, so that an authorized user for your store location can approve the rejection. This approval is required each time you select one or more items or orders for rejection.
Rejection reason: You need to select the reason for rejecting the order(s) or item(s) from the Select Reject Reason Window.
Only items in same status rejected: When you reject an order, items whose Next Action match the screen you are using are rejected; however, there might be other items on the order whose Next Action is different if you processed the items on the order separately. In this case, the items whose Next Action is different aren’t rejected automatically. When you reject an order from the:
• View All Open Orders Screen: all open items are rejected, regardless of Next Action.
• View New Orders Screen: only items whose Next Action is Accept & Print are rejected.
• View Orders Ready for Picking Screen: only items whose Next Action is Pick are rejected.
• View Orders Ready for Shipping Screen: only items whose Next Action is Ship are rejected.
The following detail screens display items only if they have the same Next Action, so only the displayed items are eligible for rejection:
• Pick Order Detail - Item Screen
When you reject an item on a pickup order, if auto-cancellation is enabled, the Pickup By Date is removed.
Not all processing screens include the Reject option. When you’re working at screens that display pickup-ready orders, you need to advance to a different screen if you want to reject, rather than cancel, an order or item.
Viewing All Orders Across the Enterprise
Overview: The screens you use for processing orders in Store Connect include orders and items only if the orders are currently open, and assigned to your store location for processing. You can use the Search Orders Screen to look for orders regardless of status and assigned location.
Searching for orders: The criteria you can use to search for orders include:
• information about the customer, such as name, email address, or phone number
• information about the order, including date, order type, originating location, or fulfilling location
You can combine the criteria to restrict the search results.
Order detail information: The information displayed about an order at the View Order Information Screen is very similar to the information displayed on an order detail screen where you can process an order, such as the View Order Detail Screen; however, the View Order Information Screen also includes additional details, such as order totals and current status.
You can’t use these screens to process any updates for the orders; however, if the order is assigned to your current store location and is open, you can advance to the View Order Detail Screen and work with the order.
Order history: The View Order History Screen displays information about each activity that has taken place for the items on the order. For example, if the order was shipped, the tracking number is displayed.
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