There are a number of ways you can approach back-orders in GroovePacker. The process you choose will vary based on the needs of your team and when the out-of-stock is discovered.
Known out-of-stocks
In cases when the out-of-stock is known, the changes can be made to the order before the order is imported into GroovePacker. Generally, the original order will be split into two orders. One will ship today, the other will ship when the remaining items are in stock. Only the order that is shipping today will get imported into GroovePacker for scanning. Usually, the back-ordered shipment will be assigned the same order number with a -1 (hyphen-1) appended. This accomplishes two things. The -1 makes the order number unique. A search for the original order number will turn up the original order as well as the back-order shipment.
In the case above the order is not modified in GroovePacker. When possible this is the easiest method.
Shipping the back-order
When back-ordered items are back in stock a new shipping label and order number will be generated. If the original order is 1003944, then the back-order shipment may be: 1003944-1.
This order will import into GroovePacker as an independent shipment and it will be treated as any other order.
Last-minute changes
If the original order can not be split or modified before importing (either the out-of-stock is discovered after import or the customer calls to make a last-minute change), there are 3 options.
1- Modify outside of GroovePacker and then import to update GroovePacker
You can make the change in the order manager and then re-import the order into GroovePacker. This will ensure the change is reflected in both the order manager and in GroovePacker. The modified shipment will just reflect the items that are actually being shipped.
This process will vary based on how orders are imported.
- If you're importing based on order statuses from ShippingEasy or ShipStation, any changes to the order should be synced on the next import. Simply make the needed change and then run the import again. It is a good idea to verify the update.
- If you're using ShipStation's tag import option you can tag the modified order with the GP Ready tag and it will be updated on the next import. Again it's always a good idea to verify the change in GroovePacker to be absolutely sure.
Later, when the back-ordered item is shipped a new shipment will be imported and scanned for just this item.
2- Modify directly in GroovePacker - scan only what is shipping now
If the priority is getting the order out the door and other systems can be updated later it's also possible to just modify the order directly in GroovePacker.
If the scanning process has already begun when the out-of-stock is discovered the change can be made by clicking the order number where it is displayed (above the currently suggested item) in the scan and pack section. You will need to reload the page in scan and pack after it's modified to reflect the change. (Modifying an order requires that the GroovePacker user have order edit permissions.)
The modified order will be scanned with the changes and when the back-ordered items are ready a new shipment will be imported and scanned. Usually, the order number assigned will be the same order number with the -1 appended as mentioned above.
The "Note from Packer" option would likely be used when changes are made directly in GroovePacker. In the scenario above it may be fine to let the packer make the change but other updates may be required in the Online store or ERP system. To assist with this flow you can instruct the Packer to create a note when the change is made. (They can click the "Note" icon or scan the NOTE action barcode to create a note) Once it's saved it will be automatically sent to the email addresses saved for System Notifications in the General Settings. Settings > System > General. This message can be used to let a manager know about a change that was made.
The change will be logged in GroovePacker's order activity log along with the name of the user that made the change.
3- Leave un-shipped items in the order to be scanned later - Place the order on hold with Service Issue status
Because GroovePacker saves the items that have been scanned and those that have not it is also possible to scan only those items that are shipping, then leave the remaining items in the order Unscanned.
Clicking the "Scan and Pack" section icon (or Scan and Verify title link in GPX) will leave the order in progress and allow the packer to continue with another order. Later when the remaining items are shipping, the same order can be cued up and completed. If you would prefer to not have partially scanned orders in the "Awaiting" list you can also change the partially scanned order to the "Service Issue" status. (See below). Scanning the action barcode "ISSUE" will allow the packer to leave a note and then automatically set the status to Service Issue.
Placing the order On Hold with the Service Issue status
The Service Issue status is helpful when dealing with back-orders. This status can be applied if the whole order or part of the order will be held temporarily.
Once the status is changed to "Service Issue" it will show in the service issue list, rather than the awaiting list, and it will not be scannable until someone with order edit permission changes it back to Awaiting status. The change to Service Issue can be done from the orders list by selecting the order and using the status drop-down to select "Service Issue" or at the time of packing by typing in or scanning a barcode that says "ISSUE". If done during scan and pack the packer will be prompted to add a note that explains the reason for holding the order.