Fulfilling Orders

Prepare online orders for shipping and in-store pickup.

You can now send customers an automated email with their tracking information, letting them know their order is ready for pickup from within any order!

Fulfill From Your Inventory

Print a Pick Ticket

  • New orders arrive in Orders > Open Orders screen with an order status of Received. 
  • Print each new order, change the status to Being Processed, and save changes at the bottom of the screen. This lets others know that order is in the fulfillment process.
print order-process
  • Comments entered here are visible to customers when they log in to My Account on your site.
  • This pick ticket should follow the order from beginning to end. 
  • Note: if you have Order Export active, you can export orders directly from your website into your point of sale system.
    • For an order to be available for export select the Export checkbox and click Save Changes. 
    • You can set most orders to automatically export in Order Export settings.

Pick the Items

  • Take the pick ticket and retrieve the items on the order.
    • Always be prompt about getting items! If you only have one left and you sell it to an in-store customer, your online customer is going to be disappointed.

Capture Payment & Print the Packing Slip

  • If you use Authorize.net, the payment is only authorized when the transaction comes through your website. You haven't been paid until you manually capture the payment.
    • Edit the order, scroll down and click the Capture Online Payment button.
  • Payment is automatically captured with SmartEtailing Payments and PayPal.

Box it up

  • If the order is for In-Store Pickup:
    • Edit the order in SmartEtailing, scroll to Record Store Fulfillment.
      • Enter Date and time order will be ready for pickup.
      • Check "Send Customer Email" box, save changes.
fulfillment
    • Change the status to Completed, and Save Changes at the bottom of the order.
    • Tender the transaction in your point of sale system if it wasn't exported already.
    • Place your pick ticket with the items in the area of your store you've designated for Pickup.
  • If the order is to ship:
    • Use your favorite shipping provider and print a shipping label for the box.
    • Weigh the package and record dimensions. 
    • Edit the order in SmartEtailing, scroll to Record Store Fulfillment.
      • Select a carrier and add a tracking number.

        select-shipper
      • Select all the items that have shipped, click "Send Customer Email."
      • Multiple emails can be sent
        • If you only select 1 of 2 items, check the email box, and submit, it sends out an email a list of items shipped vs. not shipped.

        • You can then select item 2 of 2, check the email box, submit and it sends out another email.

customer-email-send
      • Save changes.
      • You will receive a copy of the email that the customer receives.
    • Add the pick ticket to the box with the items, or print another to act as a packing slip.
    • Ship your items to your customer.
  • Make sure that you record the sale in your point of sale, and mark the item as sold, with the appropriate tender type to reflect an online transaction.  

Fulfilling Supplier Sync Orders

  • If you do not have the item, scroll down to the bottom of the order and mark as "Being Processed," and save changes.

    • Add Comments that the customer can view when logged in to My Account.
  • Order the items from the appropriate supplier(s).
    • If the order will be a longer delay than the customer is expecting, call or email them.
  • When the items arrive in store, follow the Box It Up instructions above.

Drop Ship with SmartEtailing Direct Fulfillment

When orders come in that you want direct fulfillment on, it's quite easy to send those orders to QBP (US), Trek (US), or LTP (Canada).

  • From Orders > Open Orders > Click on the green pencil next to the order you wish the supplier to fulfill.
  • Under Order Contents, click the button "Request Supplier Fulfillment."
  • Check the boxes next to items you want the supplier to send directly to the customer.
    • Make sure to check the quantities if there are multiples of an item.
  • Click Submit.
    • Once the order has been processed by the supplier, it will show "Fulfilled by ____" in the order.
    • You can now notify the customer the order is on its way.
  • At the bottom of the order, mark it as Completed, and click "Submit & Back."