Managing In-Store Pickup Fulfillment - Shopatron

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Ship to Store How is Ship to Store different from Local Search First? Ship to Store orders differ from Local Search First orders in these important ways: • With Ship to Store , the shopper selects their pickup location from a list that is presented at checkout; the order is assigned to the location they select. With Local Search First, the Shopatron system finds eligible fulfillers and notifies them; the order is assigned to the closest requesting fulfiller. • If fulfillers don’t have the items needed to fill an assigned Ship to Store order, they can order them from you or a distributor. The fulfiller indicates the time they think they will receive the items, and we communicate this expected date to the customer. • Shoppers have 21 days to pick up a Ship to Store order after we notify them that it is at your store. With Local Search First, customers only have three days. Also, Local Search First orders are shipped to the shopper if they are not picked up. Ship to Store orders are canceled and the items are returned to the fulfiller’s shelves If they are not picked up. If a fulfiller has ordered the items from you and wants to return them, it is up to you to decide whether or not you will accept them and to establish your policies for doing so. • You can specify a restocking fee for Ship to Store orders. This restocking fee is established on a catalog level and, if applied, is paid to the fulfiller. If the customer cancels an order after it is in the Ready state, fails to pick it up within 21 days, or returns it, they receive a refund of the purchase price, less the restocking fee. How is Ship to Store the same as Local Search First? Now that you know how Ship to Store differs from Local Search First, these are the ways that it is the same: • You must approve fulfillers to participate in your Ship to Store program. Shopatron must also approve them. The same approval process is used for Local Search First, Ship to Store, and Shopper’s Choice. • The customer picks up their Ship to Store order at a retail store. The biggest difference between the two is that Ship to Store shoppers view a list of possible retail locations, with a possible lead time. After the order is placed, we communicate the Ship to Store order pickup location to the customer in the same way as we do for Local Search First. 12 Managing In-Store Pickup Fulfillment
Ship to Store order flow • If the fulfiller has the ordered items in stock, we immediately communicate that information to the customer so that they can pick up their order as soon as possible. In this case, the Ship to Store order experience is almost identical to the Local Search First experience, except that the shopper has selected the pickup location. • We provide frequent email communication to the fulfiller, and to the shopper, as the order progresses. We automatically send the following email messages (and SMS messages, if requested) to the Shopatron-enabled Ship to Store fulfiller: • Ship to Store Order Needs to be Accepted message when the order is received. • Ship to Store Order Needs to be Accepted – Late Notice message when the order has been assigned but has not been accepted for more than 1 business day. • Ship to Store – Late Ship message after the “Expected Duration” that you entered with the PO information has expired without an update to the order. We automatically send the following email messages (and SMS messages, if requested) to Ship to Store shoppers. These are in addition to some non-standard emails, such as those sent in response to payment errors. • Confirmation message when the order is received. • Ship to Store Expected Delivery Date message, which indicates when the order should be available for pickup. This message is triggered when the fulfiller creates a PO. • Ready for Pickup message when the order is available to pick up at the store. • Requires customization message if the items need to be customized. • Ship to Store Ready for Pickup Reminder message when the order has been available for pickup for 3, 5, 7, or 9 days. • Ship to Store Ready for Pickup Warning message when the order has been available for 11, 12, 13 days. • Ship to Store Ready for Pickup Final Notice message when the order has been available for 21 days. • Ship to Store Order Canceled message is sent on day 22. The Ship to Store fulfillment process consists of several discrete steps. Not all Ship to Store orders go through all steps, as indicated in the following procedure and the Order Flow illustration. June 2010 13
Page 1 and 2: Managing In-Store Pickup Fulfillmen
Page 3 and 4: Contents Why Provide In-Store Picku
Page 5 and 6: Merchant’s Guide to In-Store Pick
Page 7 and 8: In-Store Pickup feature comparison
Page 9 and 10: Local Search First order flow Local
Page 11: If no requests are received, the or
Page 15 and 16: The basic steps in fulfilling a Shi
Page 17 and 18: Shopper’s Choice orders also feat
Page 19 and 20: Shopper’s Choice - Preliminary St
Page 21 and 22: IMPORTANT! The fulfiller should not
Page 23 and 24: Modifying your product catalog If y
Page 25 and 26: Authorizing fulfillers • Requests
Page 27 and 28: Index Numerics 21-day clock 15 A Ad
Page 29 and 30: Orders accepting 15, 19 automatic c

Managing In-Store Pickup Fulfillment - Shopatron

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