Fulfillment Portal: Get Ready with Customers' Orders

Fulfillment Portal: Get Ready with Customers' Orders

Understanding the Fulfillment Portal

"Handle and Manage Orders - Picking, Packaging, Verification, and Fulfill"
Managing customer orders efficiently is crucial for ensuring a smooth and satisfying shopping experience. When customers place orders, it becomes imperative for the store team to track these orders promptly and fulfill them accurately. Upon receiving an order, the store team undertakes various tasks, including picking items from the store or warehouse, assembling the order according to the items requested, and carefully packaging the order for handover to the customers, complete with receipts.

FTx Commerce offers a dedicated fulfillment portal accessible via both web and mobile app platforms (handheld). The portal gives store employees the tools they need to view order details, check inventory, print pick lists, substitute out-of-stock products when customers allow substitutions, and efficiently prepare orders for fulfillment. Additionally, if time slots are applicable, employees can organize and prioritize orders based on designated time schedules, ensuring timely fulfillment and delivery.

This KB will help store teams navigate the customer order management process effectively using the Fulfillment Portal (through web or mobile), facilitating seamless order processing.

1. Login to Fulfillment Portal

A store employee with user permission and credentials can access the fulfillment portal through either the web interface or the mobile app (handheld device).


Figure 1.1 - Login to Fulfillment

Note: If you are logging into the Fulfillment Mobile App for the first time, enter the Store Name/ID before signing in.
You can find the Fulfillment App Store Name/ID in Store Admin → Settings → Global Settings → Business Details. Enter the Store Name/ID to access the Fulfillment app.

Figure 1.2 - Store Name or ID

2. Understanding the Fulfillment Dashboard & Staging Area

2.1 Fulfillment Dashboard

"Web Interface and Mobile App"
1. Order statuses are displayed in square widgets along with the order count.
  1. Tapping any square widget allows navigation to the specific order stage listing.
  2. Pending orders are listed based on the latest/recent orders.

Figure 2.1.1 - Fulfillment Dashboard (Web Portal View)
2. A navigation panel is available on the left side for easy access.
3. The location can be changed to view orders specific to a particular location.
4. A global search feature enables quick searching and tracking of orders.

2.2 Staging Area

"Manage Staging Area to Store the Ready Orders"

Organize packed orders in designated staging areas for Store Pickup, Delivery, Ship to Store, or Shipping. The Manage Staging Area section allows fulfillment employees to create and organize physical storage locations (such as racks, shelves, or cupboards) for packed orders that are ready for pickup, delivery, or shipping.


Figure 2.2.1 - Staging Area for Ready Orders
Staging areas with active assigned orders cannot be deleted. Employees can also view the order details associated with each staging area.
Info
To learn more about creating staging areas and options, refer to the Manage Staging Areas for Ready Orders KB article.

3. Understanding Order Statuses

The Fulfillment Portal organizes orders into different stages, allowing employees to easily track and manage the order lifecycle.


Figure 3.1 Order Stages - Navigation Panel

Order Stages
1. Pending
Displays newly placed orders that are awaiting fulfillment.
2. In Progress
Displays orders currently being processed, including item picking and packaging.
3. Ready
Displays packed orders that are ready for customer pickup, delivery, or shipping.
4. Shipped to Store
Displays orders being transferred from one store location to another.
5. Fulfilled
Displays successfully completed orders that have been handed over to customers. Any returned items from fulfilled orders are recorded under the order's Item Return section. 
6. All Orders
Displays all orders regardless of their current stage.
7. Canceled
Displays orders canceled by customers or store employees. Orders can be canceled at any stage before fulfillment.
Customer cancellation is available only if enabled under Settings → Global Settings → Other Settings.
8. Returned
Displays customer-returned orders. Return eligibility is determined by the return policy configured in Settings → Global Settings → Other Settings.
9. Manage Subscriptions
Displays customers' active product subscriptions. Employees can view upcoming subscription orders and manage customer subscriptions.
InfoTo learn more about Subscribed Orders, refer to the Product Subscription (Recurring Orders) KB article.

4. Fulfillment Features, Filer Options & Order Tags

4.1 Fulfillment Features Overview

The Fulfillment Portal provides the following features to help store employees efficiently manage customer orders:


Figure 4.1.1 - Fulfillment Features

  1. Scan Barcodes: Scan product barcodes during item picking for faster and more accurate fulfillment.
  2. Print Picklists: Generate picklists to manually pick and verify ordered item quantities.
  3. Print Package Labels: Print labels based on the number of packages and attach them to packed orders.
  4. Reschedule Orders: Reschedule eligible Store/Curbside Pickup and Delivery by Our Team orders when the feature is enabled in Store Admin.
  5. Track Cancellation & Return Reasons: View the reasons recorded for canceled and returned orders.
  6. Track Employee Tips: View tips earned by fulfillment employees from completed orders.
InfoTo learn how to reschedule orders for store pickup and delivery by the store team, refer to the Reschedule Orders KB article.


Figure 4.1.2 - Fulfillment Features

4.2 Filter Options

Use the following filters to quickly locate orders:
  1. Order Type: Filter by fulfillment type. At least one fulfillment type must remain selected.
  2. Order Date: Filter using preset periods or a custom date range.
  3. User Type: Filter by Registered or Guest customers.
  4. Delivery By: Filter delivery orders handled by the Store Team, Uber, or DoorDash.
Note: Online Brand filter options can be found only when multi-brand is enabled to filter orders by brands (storefronts).

Figure 4.2.1 - Order Filter Options 

4.2 Order Tags

Order tags help employees quickly identify special order types.
  1. Third-Party Delivery: Orders fulfilled by Uber, Uber ASAP, DoorDash, or DoorDash ASAP are identified with their respective tags.
  2. Subscribed: Indicates orders automatically created from customer product subscriptions.
  3. Guest: Indicates orders placed by customers without a registered account.

Figure 4.2.2 - Order Tags