About the Web Order Process

After customers place their orders through eFollett.com, the order flows to the Order Management System (OMS) to be sourced. OMS locates the available on-hand inventory, and it releases the order/line items for fulfillment to the Sales Order Desktop Application (SODA). Then SODA provides the information to store team members at the originating and fulfilling store to manage and complete the order fulfillment process.

This is where you start managing the order fulfillment process at the store.

Resource: eCommerce Glossary

Originating Store

The originating store is always the owner of the transaction and the primary provider of customer service. At the originating store, use SODA to:

• Resolve all web exceptions to keep the order moving through the order fulfillment cycle.
• Check the balance and authorize financial aid transactions.
• Perform the tendering, either thru the SODA pick-confirm process, or at POS in the case of non-ePay transactions.
• Check order status when responding to customer inquiries and follow up with the fulfilling location, as needed.

Fulfilling Location

The FHEG store fulfilling location, if different from the originating store, is responsible for fulfilling the order on behalf of the originating store by using SODA to:

• Print the pick list
• Pick the product
• Sort and confirm the products
• Pack the products
• Prepare the products for shipment to the customer or in-store pickup

SODA is also used to manage and complete the entire order fulfillment process, if the originating store and fulfilling location are the same.

Point of Sale (POS)

At POS the FHEG register application captures sales information as customer transactions are completed.

POS is used to process non-ePay tenders as part of the order fulfillment process.

Steps in the Web Order Process

1. A customer enters an order on eFollett.com where the order is assigned a Web Order Number.
2. The order is automatically:

1. Sent to MMS/SODA where it is assigned a SODA Order Number.
2. Assigned the allocated status (4), meaning the order is ready for processing.

3. A Follett team member:

1. Prints the Pick List and Order Detail Documents.
2. Picks the items for the order.
3. Confirms the picks for the order.

4. SODA:

1. Charges the payment type provided by the customer.
   Accepted tender types are:
   

SODA Tender Codes
AP	Apple Pay
AR	Financial Aid
AX	American Express
CC	Campus Card
DC	Discover
EG	Gift Cards
MA	Master Card
PP	PayPal
VI	Visa

2. Customers can choose to split payment between multiple forms of payment for the following reasons:
   

   • If the tender applied is AR (ePay) and the account has restrictions, when restricted merchandise is in the customer's shopping bag, eFollett prompts the customer to add a second form of payment at checkout.
   • If the tender applied is AR (ePay) and there are not enough funds in the account to cover the order total, eFollett will prompt the customer to add a second form of payment at checkout.
   • If the tender applied is a U.S. gift card (EG) and there aren't enough funds on the card to cover the order total, eFollett prompts the customer to add a second form of payment at checkout.

   Note: Canadian gift cards are configured as a non-ePay tender. All non-ePay tenders do not prompt the customer to enter another tender during checkout.

   For additional questions about the customer's order placement experience, see eFollett: What the Customer Sees

3. Prints the packing list and return instructions documents.
4. Notifies the customer of the order status by email and updates the order status in the customer's order history on eFollett.

5. A Follett team member packs items for shipping or pickup, prepares the shipping label following the usual procedure.

Course Materials: Business Cycle Procedures - Impact to Order Fulfillment

There are multiple required business processes within the Course Materials Cycle that have a direct impact on whether the order fulfillment process runs smoothly.

Here are a few examples of the impact within the FHEG text cycle.

Adoption

Executing course materials sourcing directives ensures early inventory is available for customers to purchase when they want it.

Receiving

Timely receiving:

• Updates inventory levels.
• Maintains accurate pricing.
• Makes product available for customers to purchase and team members to pick.
• Ensures incoming customer orders are quickly moved to online order pickup area.

Sales & Merchandising

Timely and accurate order fulfillment meets our service level agreement for our customers.

Well organized Customer Pickup areas for online orders:

• Increase the efficiency of our team members.
• Create a quick, easy pick up experience for our customers.

Disposition

• Timely processing and re-shelving of refunds and returns makes inventory readily available to OMS for additional sales opportunities.
• Prompt finalizing of disposition documents removes products prepped for shipping from OMS visibility, which allows OMS to search elsewhere for the product.

Other Information

• If problems occur during the order process, for example, the credit authorization fails, you may need to process order exceptions.
• For general Order Fulfillment questions see the: Order Fulfillment Troubleshooting FAQ.

• Returns for SODA orders are processed in SODA – Refunds. You can scan the SODA order packing slip or search in SODA to locate the order, if necessary. The refund amount is returned to the original tender type.

• At any time, you can run a variety of inquiries or run certain reports.