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Store Order Lookup Tool

  • Updated

Store Order Lookup Tool

The Order Management System (OMS) Store Order Lookup Tool is a helpful resource that team members can use to follow up on a customer's order status and routing information.

When to use the lookup tool:

  • Customer service – to review order statuses and find out what location (Ship Node) fulfilled the order
  • Tracking information - to track orders for a customer for the following carriers: UPS, FedEx, and USPS. When a team member clicks a tracking number you will be navigated to the proper shipping carrier website. Note: If the tracking number is not recognized, a blank screen will display. The URL will contain the shipping number and it will indicate the unknown delivery provider. If this occurs, the team member must manually look up the shipping provider.
  • In-store pickup counter – to Search by Customer to retrieve order information when a customer doesn't know their web order number

OMS - Store Order Lookup Tool -fields highlighted

 Field NameHow to Use this Information
1Originating StoreOnline storefront where the order was placed
2Create DateThe date the order was created
3Ship ToShipping address: direct to the customer or in-store pickup (identified when the store's address displays)
4Bill ToBilling address
5Line, SKU, Description, Type, Ship Node, Cond, Qty, Last Update, Tracking, Status, ReasonLine item detail. Click the tracking number to review the delivery status. If the item status is Shipped, and there is no tracking number after 24 hours, contact the fulfilling location or DSV.
6Ship NodeFulfilling location, another FHEG store, or DSV (Drop Ship Vendor)
7StatusState or condition of the order in the order fulfillment process
Note: For more details on the status codes, review the OMS Order Line Status below
8Type CodesIdentify the category of the item Most will fall under REG (regular), REN (rental), DIG (digital), or FAD (Follett Access digital). All other statuses CTP (convert to purchase) and EXT (rental extension) refer to modified rental types.
9Payment SequenceThe tender was submitted when the order was placed.

Navigating in the Store Lookup tool

View the status of the line items in the orders.

Click the URL below or copy and paste it into the web browser address field:

http://orpr-omsvip.fheg.follett.com/StoreOrderLookup

or
Click OMS Store Order Lookup Tool in the Hot Spots drop-down menu.
OMS - Hot Spots Lookup Tool

The tool defaults to the web order search function and team members can type in a web order number, or select Search by Customer or Search by Store to view the order status and line items.

OMS retains orders for three months by store number and indefinitely by customer.

To search for an order:

  1. Enter the required criteria in the search field (i.e., web order number, customer name, or store number).
  1. Click the Click Here To Search By Customer link.
  2. Type the customer's last name in the Last Name field.
    Note: When searching for a customer's order, you must search by the last name of the customer who paid for the order.
  3. Type the date after which the order was placed in the Ordered On Or After field.
  4. Type the originating store number in the Originating Store field.
  5. Click Submit. In the search results, scroll to find the order you want.
    OMS Look Up Tool - Enter last name Submit
  1. Click on the order number in the Order Number column on the line of the order you want to view.

Note: if unable to find customer name using customer search, confirm with the customer the name of the person who paid for the order (often a parent or relative's name is used).

  1. Click the Click Here To Search By Store link.
  2. Type the starting date for a range of orders in the Ordered On Or After field.
  3. Type the ending date for a range of orders in the Ordered On Or Before field.
  4. Type the originating store number in the Originating Store field.
  5. Click Submit.
    In the search results, scroll to find the order you want.
    OMS Look Up Tool - by Store Submit
  6. Click on the order number in the Order Number column on the line of the order you want to view.
  1. Type the web order number in the Enter Web Order Number field.
  2. Press Enter or click the Submit button.
    OMS - Enter Web Order Number

To view inventory by SKU or ISBN, use the OMS Inventory Lookup Tool.

OMS Order Line Statuses

StatusDescriptionWhere to Look Next
AuthorizedCustomer's payment was authorized. The order should have sourced to the DSV, and a PO created in MMS and sent to the vendor

Contact the vendor for an update.

Backordered From NodeA store has zero-picked the item. OMS begins looking to reroute an order line as soon as 15-30 min after a zero pick.After 30 min, check the OMS Order Lookup Tool again for status update.
Backordered-PO_PlacedOMS is holding the item in backorder. OMS can find no available on-hand inventory but a store that is eligible to fill the order item has reported on-order quantities. OMS retries 'scheduling' backordered items every 15-30 min.Check with the OMS Item Inventory Lookup Tool for current on-hands.
Chained Order CreatedOMS has decided to send the item to a DSV if an authorization is successful. This is a transition state before Pending Authorization, you likely won't see this often.Wait a few min and check the OMS Order Lookup Tool again to see if the status changed to Pending Authorization
CreatedBrand new order. OMS has not yet tried sending the order item for fulfillment.Wait a few min and check the OMS Order Lookup Tool again for a status update.
FulfilledItem was fulfilled .

Note: If the 'ship node' is NOT the originating store, this tells us the specific store or DSV that has shipped the item to the originating store (for pickup orders) or directly to the customer.		 
Pending AuthorizationOMS has sent an authorization request to MMS/SODA prior to sending the item to a DSV to fulfill.

Only upon successful authorization will OMS send the item to a DSV.

 

Pending Auto CancelNo shipping location has enough inventory to fill the ordered quantity and no location has an open PO for the item.

This order line will stay in Pending Auto-Cancel for at least one week.

If after that time, no PO has been opened and no on-hand received, OMS will cancel the order line.		Check with GM team to reorder or verify accuracy of on hands in MMS.
ReleasedWhen the ship node is a store #, OMS has sent the item to a store for fulfillment.

When the ship node is a DSV, OMS has sent an Authorization Request to MMS for the order lines.

Only when OMS receives an authorization 'SUCCESS' message from MMS will it actually send the item to the DSV.		SODA
Released for ShipmentDSV has acknowledged receipt of a customer's order (the MMS PO that was created during the authorization status) and intent to ship.

Contact the vendor for an update

RentedStore has fulfilled the rented item.

Note: If the 'ship node' is NOT the originating store, this tells us the specific store that has shipped the item to the originating store (for pickup orders) or directly to the customer.		 
ScheduledAn interim status between Created and Released.

You likely won't see this often.		Wait a few min and check the OMS Order Lookup Tool again for a status update.
ShippedAn interim status between Released and Fulfilled.

You likely won't see this often.		Wait a few min and check the OMS Order Lookup Tool again for a status update.
Tender PendingDSV has sent ship notice to OMS. OMS has asked MMS to capture funds.

Contact the vendor for an update

Tender SuccessDSV has shipped item and Follett has been paid. Order line is complete. 
UnscheduledAnother interim status typically associated with zero-picks.Wait a few min and check the OMS Order Lookup Tool again for a status update.
Zero PickedYou'll see this status with 'Backordered from Node.' These are 2 transition statuses that go together.

As noted above, after 8 hours, OMS will try sending the item out for fulfillment again.		After about 30 min, check the OMS Order Lookup Tool again for a status update.

Canceling a Line Item from an Order

Access the OMS Store Lookup Tool through eStore Portal when you need to cancel a line item in an order.

  1. Log into eStore Portal.
  2. Select Administrative > OMS.

You can cancel a line item that has one of the following statuses:

  • Created
  • Backordered
  • Pending Auto Cancel
  • Backordered PO Placed
  • Unscheduled
  • Schedule
  • Pending Authorization

Note: If the order is being fulfilled by a DSV:

  • The item can be canceled if the status of the item is Authorized or Released for Shipment. Contact the vendor to cancel the order.

  • The item cannot be canceled if the order status is Tender Pending or Tender Success, because the item was already shipped.

To cancel a line item that isn't sourced to a DSV:

  1. Access the OMS Store Lookup Tool through the eStore Portal.Closed Tell me how...
  1. Log into eStore Portal.
  2. Select Administrative>OMS.
    eStore Inventory - Admin - OMS
  1. Type the web order number in the Enter Web Order Number field.
  2. Click Submit .
  3. Click the check box next to the line item to select the item you want to cancel.
    Click Cancel Order Line.
    OMS - Cancel Order Line
  1. Repeat step 4 for each line item you want to cancel.

 

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