Auto-approve and auto-release
Check for validation failures when orders come in. Most common validation failure is for addresses.
If you can’t verify the address or if there are other issues with the order reach out to info@ojcommerce.com.
OJCM has a vendor portal. You can download the CSV file for orders to verify the information that was imported into NS if it fails validation or there is an unknown item import. The portal also shows how many days an order is past its ship date. This portal does not need to be updated when orders ship but the Tab at the top for Support Tickets will lead to a new page with cancellations, damages, returns, and credit requests.
Most of the time when a cancellation request comes in, they will send an email as well. If the order is too far along to cancel let them know on the cancellation portal. If it can be cancelled in NS make a note on the SO and cancel it, then update the support ticket on the customer portal. If the hold button is gone but the order has not been picked you can email Jon Benson and Taylor Springston to request a rollback if possible. Or if the order is from the ECOM building reach out to Randy Charlton.
Regarding damages and requests for return we do have a damaged and defective agreement with OJCM that covers defects and damages from transit. If there are any gray areas, then you can confer with Will to determine how to proceed with the request.
This account goes on credit hold often due to the volume of the orders. When this happens email Scott Day and CC Accounts Receivable to see if the orders can be released.
To make things easier for Scott, go to the Sales Order manager and filter by all orders that passed validation and are on hold. I export this to Excel and use column M (Total Amount) to find the sum of the orders. Just highlight the column and the sum should populate in the bottom right corner.
Once Scott has confirmed they can be released you will need to either manually go through and remove the hold if it’s a handful of orders or send an email to Kathleen Hancock so that she can bulk remove the hold. You will need to include PSDs for the different order dates in the email to Kathleen. You will also attach the exported Excel file from the sales order manager that shows all the orders on hold as well.
Mark Gardner is the head of merchandising for OJCM and will reach out to you and Zach Baker if there has been a large quantity of orders to make sure things are shipping on time. He will also reach out if many orders have passed their ship date or if there are issues with the shipping methods. This is a rare occurrence but may happen. If this does occur work with Zach Baker to resolve the issues.