Order Fulfillment Process Checklist

This Order Fulfillment Process Checklist can be used year-round by regional managers, store management, and team members who perform any part of the order fulfillment process. Use this checklist to ensure correct and complete order fulfillment process execution. The checklist is divided into three sections, Always, Regularly, and Never activities.

Always...

• Activate booklists on eFollett.com following the first adoption entry.

  • Turn on the financial aid option in eFollett.com only when funds have been released to student accounts. The financial aid tender must be named to reference the term to which it applies, for example: Summer II Financial Aid.
    
    Note: Turning on financial aid before funds are available results in the order being canceled because funds are not available. For assistance, contact the Follett Support Center.
  • Fulfill all orders and process shipments according to Follett’s Service Level Agreement (SLA):
    • Orders must be pulled and processed within 24 hours of receipt.
    • For stores closed on weekends, orders must be pulled and processed within 1 business day.
      
      Note: If approved by your regional manager, additional hours or weekend days may be added to accommodate increased online order traffic during rush and other peak periods. Other campuses have mini-terms starting throughout the year and each store may be fulfilling orders on behalf of another store. Because of this, SODA must be checked often to fulfill orders and meet our customer commitment.

  Retrieve and process customer orders four times a day, with the same urgency as a customer waiting in line.

  • Complete final retrieval no earlier than 4:00 pm.
  • Retrieve orders one hour before close, at a minimum.

  Monitor and take steps to resolve SODA web order exceptions four times a day during normal business hours, and during peak periods, also on closed store days to meet SLA targets.

  Pick course materials in batches by Department, Division, Course, Section (DDCS) order unless the store is a Shop by Author (SBA) location.

  • Pick merchandise with the specified condition and the full quantity for the line item (no partial line fulfillment).

  Follow the zero pick process if the specified condition or full quantity is not available.
  Note: Adjust inventory in the correct system (CT or MMS), or if the order continues to route to your store.

• Sort batches by order number in the designated order fulfillment area.
• When possible, have another team member compare and confirm picked items against the packing slip before the items are packaged.
• Follow in-store pickup processes, including:
  • Shelve all in-store pickup orders by the last two or three digits of the Web Order Number.
  • Follow the customer order pick up process to ensure customers are receiving the complete order.
  • Have the customer sign the signature sheet acknowledging they have received their merchandise.
• Sort and process customer packages received for in-store pick up from other arriving packages, by using the Ready for Pickup notification tool for in-store pick up.

If exploring the use of an alternative site for order pick up, partner with your regional manager to work with the campus contact to identify alternate sites, such as an adjacent room on campus, trailer, or rented container. Be prepared to emphasize the upswing in eFollett.com volume and the implications for market share, sales, and school commissions.
Note: Regional manager approval is required to use storage space outside of the store.

• Use eFollett approved packing materials for customer shipments.

• Ship following FHEG standards:
  •  Use ProShip integration for all shipments.
    Note: Use Purolator as the Follett of Canada preferred shipping vendor.
  • Follow UPS SurePost restrictions for shipments to Air/Army Post Office (APO) and Fleet Post Office (FPO).
  • Follow carrier customs guidelines and restrictions for International Shipments.
• Use packing slip envelopes for all packages. Place packing slip on the outside of the box in the packing slip envelope.
  Important: Ensure the Web Order Number, SODA Order Number, and the name of the customer display through the packing slip envelope window.
• Refer to the Fraud Detection section in the Order Fulfillment Process Guide as to why orders may be cancelled due to risk factors that qualify them as suspicious.
• Use the OMS Store Order Look Up Tool to:
  • Research/determine order status; contact the fulfilling location, as needed.
  • Research carrier tracking information for shipped direct to customer and shipped to store for pick up.
• Review the SODA Backorder Report by Customer daily.
  Note:This report updates once daily.
• Process back orders multiple times a day.
  Note: The SODA Backorder Allocation screen in SODA updates throughout the day.
• Review the Pending SODA Report daily. During peak periods, also complete this task on closed store days to meet our service level agreement (SLA).

• Review SODA Zero Picked Text w/OnHands for Today report and review inventory levels to ensure orders route based on accurate inventory levels.
• Be responsive and thorough when following up on customer inquiries.
• Process shipped refunds with the same urgency applied to fulfilling customer orders.
• Follow policy and procedure for merchandise refunds and returns:
  • Re-shelve or disposition immediately. Follow the GM Markdown Information procedures.

Regularly...

• Train all team members who perform any order fulfillment processes using the latest training materials and resources.
• Ensure the order fulfillment and in-store pickup areas are organized.
  • Stock and/or order approved packing and shipping supplies based on your store historical eFollett.com shipping and in-store pickup volume.
• Confirm team members have the appropriate security level within SODA.
• Update store announcements, buyback, and thank you store messages to be consistent with approved messaging.
  Note: Guidelines are established to adhere to eFollett.com best practices. All stores must follow these guidelines to ensure customers are presented with a clean and professional online storefront.

Refer to the Store Announcement topic in TIP.

Never...

• Include promotional materials and store specific refund policy materials in shipments.
• Turn off the shipping option for a term.
  Note: Customers must always have the option to have their orders shipped to them when they want it.
• Edit in Accelerator.
  • Refund policies or term maintenance messages.
    Note: All stores have a standard eFollett.com Refund Policy populated on their online store front because an order can come from multiple sources. We must ensure we have a standard refund policy across all stores.
  • Term Maintenance u Prepay or Ship Message.
  • Store Messages uOrder Submitted, Ready for Pick-up, or Ready for Shipment messages.