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Monitoring orders

Permission required
This action can be performed by users with the View orders permission.
note

  • To manage orders that have been put on hold, the On Hold Orders feature must be configured for your business. For help with this configuration, contact the support team.

  • Use Search to find orders that you want to view the details for.

    When searching for orders, ensure that you enter the complete order ID if your search string exceeds 8 characters. If you use a partial order ID to search for the order, it will only work if the length of search string is less than or equal to 8 characters.

    For example, to find an order with ID GD000447079, a search with 0447079 works, as it is less than 8 characters, but searching with 000447079 will not work.

Viewing order details​

Click an Order ID to display its details.

Use this page to monitor all the details of the order and to download related documents.

For example, view the price details for an order, which include taxes levied on each item in the order. To view the breakdown of taxes levied on the order, click the displayed tax amount.

When the taxes are included in the price (VAT), the column title is Tax Included. If not, the column title is Taxes, which displays taxes levied separately on each item in the order.

To view the taxes levied on items being refunded for the order, click Refund on the order details page.

The latest note associated with the order or an item in the order is displayed below the product details area. To view all the notes associated with the order, click See All.

Notes are added via NewStore Associate App or programmatically via an API.

note

For in-store purchases, the associate can enter the customer details when creating the receipt. All details entered during this step appear in the customer information section in the left sidebar.

Updating the shipment status for external orders​

In rare cases, an order cannot be fulfilled in the NewStore platform or the shipment status for fulfillment requests in an order may not be reflected correctly in the NewStore platform, including in NewStore Omnichannel Manager.

For example:

  • An error in NewStore Fulfillment App prevents associates from fulfilling an order, or
  • The shipping status update for 1 of 2 fulfillment requests in the order is not sent to NewStore due to a problem in the fulfillment provider's system.

In such cases, you can manually update the status of the shipment for the order via NewStore Omnichannel Manager.

You can programmatically enable this feature, using the Fulfillment request configuration API. For more information, see Updating the shipment status of an order .

Important

Before you mark order items as shipped, ensure that:

  • You know that no other associate is trying to fulfill the same order, and
  • You have the correct status of the shipment

  1. In the Open Fulfillment(s) area, click Update Status for the fulfillment request for which you want to update the shipment status.

  2. In the dialog box that appears, verify that all items in the fulfillment request have been marked as Shipped.

    note

    Some items may have already been Rejected by the warehouse during fulfillment. These status for these items will not change.

  3. If available, enter the following details and click Review:

    • Carrier: The name of the shipping carrier that completed the shipment.

    • Tracking Number: The tracking number for the shipment.

      Important

      Enter a tracking number for the shipment, to allow reconciliation of shipment and fulfillment reports in the platform later.

    • Reason for shipping externally: The reason for marking the items as shipped via NewStore Omnichannel Manager. For example, the shipment cannot be booked in NewStore Fulfillment App because of connectivity issues in the FedEx network.

  4. Review the changes and click Submit.

  5. Follow the same steps to update the shipment status for all open fulfillment requests in the order.

The updated fulfillment request is closed and moved to the Shipments area in the same page.

Retrying a payment or refund​

In rare cases, a payment can be authorized but might fail during the capture or refund operation. In this situation, you can retry the operation:

  1. Click an Order ID from the Sales page to open its details.
  2. In the Payments section, expand the payment or refund to display its details.
  3. If the payment or refund failed (Capture Failed or Refund Failedstatus ), a `Retry` button is displayed. Click it to retry the payment. The retry of the operation can take some minutes to complete.
  4. Refresh the page after a few minutes and expand the operation again to check if the operation was successful.

Viewing offline orders​

Permission required
This action can be performed by users with the View orders permission.

The Offline Orders tab on the Sales page lists all the orders that have been processed offline in NewStore Associate App.

Click an Order ID to view its details. Use this page to monitor all the details of the offline order and to download related documents, such as sales receipts.

For offline orders and the Offline Orders tab to be visible in NewStore Omnichannel Manager, set the showOfflineOrders property to true programmatically via the Config API.

Managing On Hold orders​

Permission required
This action can be performed by users with the Manage order exceptions permission.
note

To manage orders that have been put on hold, the On Hold Orders feature must be configured for your business. For help with this configuration, contact the support team.

The On Hold Orders tab on the Sales page lists all the orders that are on On Hold. On Hold orders may have some or all items on hold.

The Exception(s) column displays the reason the order is On Hold. To display orders for a particular on-hold reason, filter the Exception(s) column by the reason. For example, filter by Booking Delivery Validation Error to display orders that cannot be shipped because of an error during order placement.

Automatically routing On Hold orders​

Permission required
This action can be performed by users with the Manage order exceptions permission.

Automatic routing of orders that are On Hold because of insufficient inventory can be configured for your business. To enable this feature, see Enabling order routing features programmatically via an API.

To manage orders in NewStore Omnichannel Manager that are on hold for any other reason, see Managing On Hold orders .

Automatic routing is processed based on availability imports. If stock for an item becomes available for an On Hold order, and allocations for the item are available in NewStore, the order is routed automatically for fulfillment after a delay.

Important
  • Automatic routing does not reserve any allocations for the item during the delay. If the available items are sold out during this delay, the order goes back on hold.
  • When stock becomes available for a product, it is used to automatically route both on hold orders and new orders.

If stock runs out, some on hold orders may not be routed at all, while some new orders might be put on hold.

NewStore configures a global delay for all tenants.

If an On Hold order scheduled for automatic routing is canceled during the delay, the allocations available for the item do not change. If there are any On Hold orders waiting for allocations to be available for that item, they are not scheduled for automatic routing till the next availability import.

An On Hold prerouted order is automatically routed only if allocations become available in the fulfillment location specified for the order.

Typically, NewStore routes oldest orders first based on the order creation date in NewStore Omnichannel Manager. Fulfillment locations that rejected fulfillment requests for an On Hold order are ignored when automatically routing the order.

Business case examples

Example 1: When stock for all items in an order becomes available

  • An order has Item A and Item B on hold, and the stock for both items become available.
  • Available stock for Item A has no allocations for other orders. Item A is automatically routed for fulfillment.
  • Available stock for Item B has allocations for other orders. If the allocated stock is equal to or less than the available stock, Item B stays On Hold.

Example 2: When stock for some items in an order becomes available

  • An order has Item A and Item B on hold, and the stock for only Item A becomes available.
  • If available stock for Item A has no allocations for other orders, the order is split and Item A is automatically routed for fulfillment.

Example 3: When an On Hold order scheduled for automatic routing is canceled during the delay

  • There are 7 orders on hold because of insufficient inventory for Item C.
  • 3 On Hold orders are scheduled for automatic routing as stock becomes available.
  • 4 On Hold orders wait for more stock to be available in the next availability import.
  • During the delay, 1 On Hold order is canceled. As the available allocations for Item C remain unchanged, the status of the 4 On Hold orders waiting for available stock does not change.
  • The remaining 2 On Hold orders are automatically routed for fulfillment after the delay.

You can choose to manually manage On Hold orders, which were not automatically routed, in NewStore Omnichannel Manager. See Managing On Hold orders with insufficient inventory .

Managing On Hold orders with insufficient inventory​

Permission required
This action can be performed by users with the Manage order exceptions permission.
note

To manage orders with insufficient inventory, the On Hold Orders feature must be configured for your business. For help with this configuration, contact the support team.

When items in an order are out of stock, the order cannot be assigned to a fulfillment location. The unavailable items are put On Hold and the order status is also On Hold.

To update an order that is On Hold because of insufficient stock:

  1. Filter the Exception(s) column on the Sales > On Hold Orders page, by Insufficient Inventory.

  2. Click the order ID. The Exception(s) section on the order details page displays different actions that you can perform on the order.

  3. Click Handle Exception. The Insufficient Inventory window is displayed. Resolve the inventory conflict for each item in the order.

  4. To check if stock for the item exists at other locations, click Check available inventory, for each item.

    Based on availability for the item, you can choose one of the following actions, from the Select action drop-down list:

    • Cancel Item: The item is canceled and will not be delivered. The Payments section displays the amount refunded for the canceled item.

    • Reroute Item: The item is rerouted to a fulfillment location that has stock. Items that are prerouted to a specific location are not rerouted with this option. When you reroute an item, NewStore tries routing it using the shipping method that was used for the order originally. If this shipping method is unavailable, NewStore tries routing the item based on the priority of shipping methods specified for your business.

      For more information, see the tutorial or the API.

      To route the item to a different location, use Route to specific location.

    • Swap With Another Item: Enter the SKU of the replacement item and confirm that you contacted the customer about this substitution. This option is not displayed if your business does not offer swaps for On Hold items.

    • Route to specific location: The item is rerouted to a fulfillment location that you specify. This manual routing option is not displayed if your business does not allow routing On Hold items to a specific location.

      When you reroute an item to a specific location, NewStore tries routing it using the shipping method that was used for the order originally.

      note

      Routing rules, ATP, and available shipping methods are not checked for the item when you route to a location manually. Ensure that you check if the item is available, and the preferred shipping method is supported, at the fulfillment location that you specify.

      See Enabling swaps for On Hold items and Enabling manual rerouting for On Hold items to programmatically enable these features.

The Order details page displays the status for each order item. Click the status to see the activity for the item.

Managing On Hold orders with shipping provider delivery problems​

Permission required
This action can be performed by users with the Manage order exceptions permission.
note

To manage orders with a shipping provider delivery problem, the On Hold Orders feature must be configured for your business. For help with this configuration, contact the support team.

When items in a shipment, which is part of an order, cannot be delivered by the shipping provider using the provider rate specified in the NewStore platform, the items in the shipment are put on hold. Allocations for these items are released immediately.

The status of the order also changes to On Hold in NewStore Omnichannel Manager. However, this does not affect the status of other shipments or in-store pickup items that are part of the order.

For example, an order is routed to a store in Germany and a domestic service level from FedEx is specified for fulfillment. The order will go on hold if FedEx needs to deliver such orders using an international service level.

To update an order that is On Hold because of shipping provider delivery problems:

  1. Filter the Exception(s) column on the Sales > On Hold Orders page, by Carrier Service Delivery Problem.

  2. Click the order ID. The Exception(s) section on the order details page displays different actions that you can perform on the order.

  3. Click Handle Exception. The Carrier Service Delivery Problem window is displayed. Resolve the inventory conflict for each item in the order.

  4. To check if stock for the item exists at other locations, click Check available inventory, for each item.

    Based on availability for the item, you can choose one of the following actions, from the Select action drop-down list:

    • Cancel Item: The item is canceled and will not be delivered. The Payments section displays the amount refunded for the canceled item.

    • Reroute Item: The item is rerouted to a fulfillment location that has stock. Items that are prerouted to a specific location are not rerouted with this option. When you reroute an item, NewStore tries routing it using the shipping method that was used for the order originally. If this shipping method is unavailable, NewStore tries routing the item based on the priority of shipping methods specified for your business.

      For more information, see the tutorial or the API.

      To route the item to a different location, use Route to specific location.

    • Swap With Another Item: Enter the SKU of the replacement item and confirm that you contacted the customer about this substitution. This option is not displayed if your business does not offer swaps for On Hold items.

    • Route to specific location: The item is rerouted to a fulfillment location that you specify. This manual routing option is not displayed if your business does not allow routing On Hold items to a specific location.

      When you reroute an item to a specific location, NewStore tries routing it using the shipping method that was used for the order originally.

      note

      Routing rules, ATP, and available shipping methods are not checked for the item when you route to a location manually. Ensure that you check if the item is available, and the preferred shipping method is supported, at the fulfillment location that you specify.

      See Enabling swaps for On Hold items and Enabling manual rerouting for On Hold items to programmatically enable these features.

The Order details page displays the status for each order item. Click the status to see the activity for the item.

Fixing a Shipping Address Error​

Permission required
This action can be performed by users with the Manage order exceptions permission.

If the recipient's address is invalid on an order, the Associate App returns a Shipping Address Error when the associate tries to generate a shipping label.
In this case, the order status is changed to On Hold. The shipping label cannot be printed during packing and associates cannot proceed with in-store fulfillment.

To resolve this problem, update the shipping address in Omnichannel Manager:

  1. Navigate to Store Operations - Delivery - Shipment Booking Errors.
  2. Search for the order using the Order ID.
  3. On the problematic order, click the Edit Shipping Address link in the ERROR_TYPE column. This option is only available if there is an issue with the shipping address.
  4. In the Overview box, check the Last known error. It provides information about what needs to be updated.
  5. Update the problematic field(s) in the Shipping Address.
  6. Click the Update button to finalize the changes.

After these steps, you can see that the address was successfully updated under Sales - Orders. When the address is corrected, the order status changes to Printing, and the fulfillment process can continue.

Reviewing big orders​

note

To review big orders, the On Hold Orders feature must be configured for your business. For help with this configuration, contact the support team.

Permission required
This action can be performed by users with the Manage order exceptions permission.

If configured, orders that contain many items may require additional approvals before they are processed any further in NewStore. These orders are in On Hold state and are not routed to a fulfillment location until they are approved. The number of items that an order can contain is decided by your business and configured by NewStore.

To display the On Hold tab for the retailer, see Displaying On Hold orders .

To review a big order:

  1. Filter the Exception(s) column by Big Order, to display big orders that are On Hold.
  2. Click the order ID to display the items in the order.
  3. In the Exception(s) section, click Handle Exception. The Big Order window is displayed.
  4. Review the order to confirm if the order must be processed.
  5. From the Select action drop-down list: To route the order to a location, choose Approve order. To cancel the order and notify the customer, choose Cancel order. Select a cancelation reason.
  6. Click Submit.

When you approve the order, the order status changes to Routing and can continue in the fulfillment workflow.

Managing orders stuck in Routing status​

Orders are routed immediately after the grace period, to locations that can fulfill the order. An order that is stuck in Routing indicates that it needs your attention.

  1. On the Sales > Orders page, filter the Status column by Routing.
  2. Click the Date/Time column. Sort by Ascending to see the oldest orders first, or by Descending to see the newest orders first.
  3. Click each order to view order details. Before you contact the support team, click the status in the order details to see the reason associated with the order status, to be sure that there is nothing you can do to address the problem.
  4. Contact the support team for help with completing this order.