Merge pull request #82 from Shreyaakothari/FAQs

Added customer and internal quotes

auditing/OReSA.md

@@ -10,6 +10,8 @@ OReSA will independently sync and cross-analyze data across eCommerce, OMS and E
 
 If a merchant has a third-party ERP system that does not have a pre-built integration with HotWax, then an integration between OReSA and ERP will be developed. An ideal auditing schedule for merchants may be daily, weekly, monthly, or quarterly as per their preferences.
 
+### Testimony
+
 *Internal quote*
 
 *Customer quote*
@@ -18,18 +20,28 @@ To start using the feature, merchants can get in touch with an account manager a
 
 ### FAQs
 
-#### Question 1. What is the recommended frequency to schedule these reports?
+**Question 1. What is the recommended frequency to schedule these reports?**
+
+Answer: Retailers may schedule daily, weekly or monthly reports, as per their business requirements. A daily audit is recommended for retailers with high order velocity.
+
+**Question 2. What could be possible reasons behind variations in monthly sales, returns or appeasement figures?**
 
-#### Question 2. What could be possible reasons behind variations in monthly sales, returns or appeasement figures?
+Answer: When running different operations across multiple systems, certain API calls may fail or unexpectedly race conditions. As a result, failing to sync updates in ERP, eCommerce and OMS lead to mismatch in monthly sales, returns or appeasement figures.
 
-#### Question 3. Would the OReSA tool report the exact order causing the discrepancy?
+**Question 3. Would the OReSA tool report the exact order causing the discrepancy?**
+
+Answer: Yes, the OReSA tool would identify the areas of discrepancies and would also report problematic orders.
 
 ### Internal FAQs
 
-#### Question 1. Do we need to independently develop integration with every ERP system? Or is there some kind of self service mapping tool?
+**Question 1. Do we need to independently develop integration with every ERP system? Or is there some kind of self service mapping tool?** 
+
+Answer: If HotWax does not have a ready integration with the merchant’s ERP, a new integration will be developed.
+
+**Question 2. How would OReSA identify the exact cause of variations?**
 
-#### Question 2. How would OReSA identify the exact cause of variations?
+Answer: HotWax reads and compares sales, returns and appeasement figures in files generated by ERP, OMS and eCommerce. This financial reconciliation helps in identifying missing orders and the exact variation between total amounts across all the integrated systems. If there’s any missing data or variations, a daily report addressing the discrepancies is generated and emailed to the operations team so that errors can be fixed quickly.
 
-#### Question 4: After a variance has been identified, who would ultimately resolve the issue?
+**Question 3: After a variance has been identified, who would ultimately resolve the issue?**
 
-#### Question 3. How would we deliver these reports to our clients?
+Answer: Once a variance has been identified, the client's operations team may look into the issue and contact HotWax in case of support.

auditing/audit-and-correct-shopify-pre-order-details.md

@@ -10,9 +10,16 @@ Auditing and correcting Shopify pre-order details from HotWax will allow users t
 
 Merchants can audit and correct pre-order items details right from the view product page in HotWax. An API call will be initiated to load the pre-order status of an item across all the Shopify stores.
 
-*Internal quote* 
+### Testimony
 
-*Customer quote*
+*Internal quote*: The feature allows for quickly monitoring of pre-order items’ statuses and also assists in keeping a vigilant check for clients.
+
+*Customer quote*: We uploaded pre-order inventory for all our Naioca SKUs but only some are appearing as available for preorder on the front end. Checking in the back end they are all set up the same way.
+
+On the US site, only the NAIOCA Skate Vintage White Suede Off-White Canvas Grey Logo Sneaker Women have continue selling ticked correctly, and that has the wrong date populated in the metafield.
+
+On the INT site continue selling is correctly checked but date is wrong across the board.
+Looking in HotWax I don't see any PO uploaded with a delivery date of 11/4, there is only the Naioca PO with the 11/3 delivery date in the system.
 
 ### FAQs
 

auditing/shopify-graphql-api-log-auditing.md

@@ -10,9 +10,9 @@ Shopify GraphQL API log auditing will allow users to gain full visibility into w
 
 Merchants using HotWax Commerce will already receive the feature to audit GraphQL API logs. Merchants will need to go to the MDM page and select Shopify GraphQL Job from the Shopify jobs section.
 
-*Internal quote*
+### Testimony
 
-*Customer quote* 
+*Internal quote*: Auditing and troubleshooting unexpected system behavior has become easy and fast.
 
 ### FAQs
 
@@ -28,5 +28,4 @@ Answer: Yes, users can go to the find look up screen and search API logs by Prod
 
 **Question 2: Would API logs also show jobs with the running status?**
 
-Answer: Yes, jobs that are currently being processed will be displayed with a running status.
-
+Answer: Yes, jobs that are currently being processed will be displayed with a running status.

bopis/customer-experience/bopis-item-cart-abandonment.md

@@ -10,9 +10,11 @@ Explicitly displaying a timer on a cart’s BOPIS items will let customers know
 
 Merchants will need to communicate their preferred ‘valid till’ time for BOPIS items in the shopping cart. Once an item expires, customers will be required to update their cart before proceeding to checkout. If an item is no longer available for pick-up from the selected store, HotWax will add a line item property that the item is no longer available for pick-up at the selected store. Regular shipping methods will be displayed on the checkout page for items that are expired, letting customers who still wish to continue with the purchase get items shipped to their home. Minor developer intervention will be required to create a customized frontend experience for the shopping cart and checkout page. 
 
-*Internal quote* 
+### Testimony
 
-*Customer quote*
+*Internal quote*: HotWax developed the BOPIS item cart abandonment feature because in-store product availability frequently changes. This shopping cart customization will ensure that customers know if a product is still available in-store after they revisit their shopping cart.
+
+*Customer quote*: Customer adds item as store pickup when available at store location X, abandons cart. When a customer comes back to the website the item is no longer available at that specific store. 
 
 ### FAQs
 

bopis/customer-experience/manually-resend-ready-for-pick-up-email-to-customers.md

@@ -10,9 +10,9 @@ Store fulfillment teams can easily monitor pending packed BOPIS orders and quick
 
 Store associates using HotWax Commerce BOPIS Fulfillment App will receive an option to resend order pick-up updates to their customers.
 
-*Internal quote*
+*Internal quote*: HotWax clients can now ensure that their shoppers stay up to date with their pick-up schedules, helping them handle backlog of pending BOPIS orders timely.
 
-*Customer quote*
+*Customer quote*: Sometimes customers do not pick-up orders on the same day, so can HotWax provide an option to resend pick-up emails to customers for pending orders just like Shopify does?
 
 ### FAQs
 

bopis/customer-experience/primary-facility-group.md

@@ -10,9 +10,11 @@ Clearly indicating which brand operates the pick-up location on the PDP allows m
 
 To display featured stores on PDP, merchants will need to get their Shopify pick-up app upgraded to support featuring store fields. Merchants will also need to input the primary brand for each location if it holds inventory for sibling brands as well.
 
-*Internal quote*
+### Testimony
 
-*Customers quote*
+*Internal quote*: Reflecting these details will definitely help customers to stay updated on which brand operates a pick-up location.
+
+*Customers quote*: Perry Ellis locations at Cubavera.com should read e.g. "Naples Perry Ellis featuring Cubavera" . We only have one main Cubavera store, so most will be PE.
 
 ### FAQs
 
@@ -28,6 +30,8 @@ Answer: When calculating online ATP for an item HotWax Commerce does not check i
 
 **Question 2: Which API’s will be used to display the operating brand details on PDP?**
 
+Answer: The storeLookup API will return the brand operating a pick-up location.
+
 **Question 3: How will we associate the brand name with the facility?**
 
 Answer: HotWax Commerce will create facility groups for each brand. Users can define the brand operating a facility by associating it with a brand group. 

bopis/customer-experience/store-distance-calculator.md

@@ -11,9 +11,11 @@ By building store distance computation directly into HotWax Commerce, distance f
 
 Merchants already store their facility address information in HotWax Commerce, by additionally storing lattitude and longitude information, they can instantly start offering distance computation to their customers anywhere in the Shopify shopping experince as long as they have the shopper's zipcode. Most merchants that offer a PDP BOPIS experience already request customers to submit their zipcode to identify nearby facilities so they will not have to implement any changes in their user experience. Minor developer intervention will be required on their front end to add new HTML elements to show computed distance.
 
-*internal quote*
+### Testimony
 
-*customer quote*
+*Internal quote*: Customers will be able to frame more informed purchasing decisions based on store distance, which will help HotWax's clients in delivering a positive customer experience.
+
+*Customer quote*: If a customer loads a page for the first time, can stores appear in proximity on the basis of the longitude and latitude of the customer?
 
 To start using this feature, merchants can get in touch with an account manager at HotWax to help them add the required additional information.
 

bopis/customer-experience/store-operating-details.md

@@ -10,9 +10,11 @@ Displaying day-specific store’s operating hours and estimated lead time on eCo
 
 Merchants will be required to communicate their list of holidays and every store’s opening-closing schedule for the week. Additionally, merchants will also need to set their projected lead time, that their staff need to prepare orders, on the BOPIS shipping method. HotWax Commerce will then fetch and save a store’s operating details to provide the intended BOPIS front-end experience.
 
-*Internal quote*
+### Testimony
 
-*Customer quote*
+*Internal quote*: Customers will be able to see same-day pick-up availability on the client’s eCommerce PDP itself, this will help them reduce cart abandonment and order cancellations.
+
+*Customer quote*: Store hours on PDP should appear for all week days on storefront. As Store hours can be collapsed by the default and allow the user to expand/collapse by clicking on "store hours'. 
 
 To start using the solution, merchants can get in touch with an account manager at HotWax Commerce and get their store operating details uploaded into HotWax Commerce.
 
@@ -34,4 +36,4 @@ Answer: At present, HotWax does not support day-wise operating hours from Google
 
 **Question 3: Do we have a predefined list of holidays that we can by default offer our clients?**
 
-Answer: HotWax will create and save the temporal expressions based on a merchant’s list of holidays, indicating which day of a month or year will be a holiday.
+Answer: HotWax will create and save the temporal expressions based on a merchant’s list of holidays, indicating which day of a month or year will be a holiday.

bopis/fulfillment/bopis-push-notifications.md

@@ -10,9 +10,12 @@ Push notifications keep store associates aware of BOPIS orders as soon as they a
 
 Users using HotWax Commerce BOPIS fulfillment app will receive instant push notifications for new orders and reminders for pending orders.
 
-*Internal quote*
+### Testimony
 
-*Customer quote*
+*Internal quote*: BOPIS orders can sometimes go unnoticed, the Push Notifications feature will ensure that store associates prepare BOPIS orders on time and that no orders are missed.
+
+*Customer quote*: Add a notification system for new BOPIS orders.
+The simplest and fastest option is to set up a mailing list and HotWax will notify that mailing list with a notification that there is a new BOPIS order.
 
 ### FAQs
 

bopis/fulfillment/re-route-fulfillment.md

@@ -10,39 +10,34 @@ Once an order item is rejected by a store, a mail will be triggered from the ema
 
 Retailers that want to start using this function will need to connect with HotWax support to set up a new template in their email platform of choice. HotWax will add the dynamic data variables in that template and the retailer can choose to design the template themselves or have HotWax do that for them as well. If a retailer doesn’t use brokering the order will be sent to the default fulfillment location set up for that product store.
 
-*internal quote*
+### Testimony
 
-*customer quote* 
-“This feature will definitely be a great addition. Looking forward to it."
-Patrick Makin - Vapmeet
+*Internal quote*: The re-route fulfillment feature allows HotWax's clients to save the sale and fulfill orders in the event of order rejections from a particular store.
 
-To start using this feature, retailers should start using the reject order function and connect with HotWax Support to setup their mail template to cusotmers.
+*Customer quote*: This feature will definitely be a great addition. Looking forward to it.
 
+To start using this feature, retailers should start using the reject order function and connect with HotWax Support to setup their mail template to cusotmers.
 
 ### FAQs
 
 **Question 1: Does the customer have the option to cancel their order?**
 
 Answer: Yes the customer can choose to cancel their order from the re-route interface. That cancelation will be pushed to Shopify if cancelation sync is enabled.
 
-
 **Question 2: Is the customer charged for shipping?**
 
 Answer: The customer will not be charged for shipping since the method is being applied in the OMS and HotWax Commerce doesn't handle billing. If retailers want to charge customers for shipping they can setup a workflow in HotWax to move the order to "Created" status and then request payment from the customer in Shopify.
 
-
 **Question 3: Can the customer view their order in Shopify from this email?**
 
 Answer: I don't expect that we will be able to provide a direct link to the users order in Shopify. Though it would be helpful for them if they want to cancel their order.
 
-
 ### Internal FAQs
 
 **Question 1: How do we authenticate the link to let the user open and edit their order details?**
 
 Answer: We will need to find a way to store a key or token in the URL of the order similar to how Shopify generates an order view link.
 
-
 **Question 2: What techonlogy are we going to build the interface in?**
 
-Answer: The re-route fulfillment app will be built in Ionic and hosted publicly. When users arrive via their link it will load up their order details.
+Answer: The re-route fulfillment app will be built in Ionic and hosted publicly. When users arrive via their link it will load up their order details.

brokering/configurable-routing.md

@@ -10,24 +10,36 @@ Configurable routing brokers a set of orders to fulfill from a set of facilities
 
 Merchants using HotWax Commerce can create their set of order routing rules, schedule flow of brokering sequence, customize routing logics and outcomes using the Brokerking Rules Configure App or may also use predefined rules set by HotWax Commerce. 
 
-*Internal quote*
+### Testimony
 
-*Customer quote*
+*Internal quote*: Configurable routing has significantly upgraded HotWax’s brokering algorithm. Clients may now choose how they want to broker and route different groups orders at the list of their facilities.
 
-To start using the feature, merchants can get in touch with an account manager at HotWax Commerce. 
+*Customer quote*: We need an incredibly robust order routing engine that can be fully managed by us. This is incredibly important for us and while most features of your tool are front-end accessible (and most changes can be done by your team quickly), this still doesn’t meet our internal requirement to be able to fully manage this process ourselves. We want to route by price, by location, rate shop and decide what's cheaper to do here. If certain units are X miles from somebody, we may decide to change that variable. 
+
+This is the huge part that we are trying to do and having the ability to make changes when required is an important part of that.
 
 ### FAQs
 
-#### Question 1: How many times can we schedule a brokering run?
+**Question 1: How many times can we schedule a brokering run?** 
+
+Answer: Merchants can schedule as many brokering runs as they need based on their business needs.
+
+**Question 2: Is there a limit on the number of parameters that we can set?**
+
+Answer: Orders can be filtered based on all the attributes and tags on orders. Filtered orders then pass rule-sets defined for finding optimized fulfillment facilities. 
+
+**Question 3: How will HotWax route orders to a group of facilities in a specific region?**
+
+Answer: Merchant can pass their special logics indicating that all orders received must be first brokered at list of facilities in a certain region. For example, if a merchant has set the preference to attempt brokering at facilities of the “East coast” group, then orders will be routed to facilities in the east coast region.
 
-#### Question 2: Is it also possible to change the frequency of the brokering run?
+**Question 4: What could be the possible outcomes for unfillable orders?**
 
-#### Question 3: Is there a limit on the number of parameters that we can set?
+Answer: Unfillable orders can have none or partial allocation based on the brokering rule set. Merchants may then select an action for unfillable orders as per their preferences, all unfillable orders can pass through the next rule set, an auto-cancel date or a tag can be applied, or all these orders can also be moved to a specified queue.
 
-#### Question 4: Can we route orders to a group of facilities in a specific region?
+**Question 5: Can we automatically disable order splitting if order items are dependable?**
 
-#### Question 5: What could be the possible outcomes for unfillable orders?
+Answer: Yes, order splitting can be performed based on type of order items. If certain related products must be shipped together then merchants can specifically disable splitting on orders with those products by tagging that ship group with relevant tags. The brokering engine will use those tags to toggle order splitting.
 
-#### Question 6: Can we automatically allow order splitting if order items are dependable?
+**Question 6: What actions can we define for orders when only partial inventory is available?**
 
-#### Question 7: What actions can we define for orders when only partial inventory is available?
+Answer: If only partial inventory is available, merchants can choose if they want to allocate inventory to partially available order items or consider it as an unfillable order, indicating an unsuccessful brokering attempt and then accordingly define actions for them.

brokering/shipt-integration.md

@@ -10,9 +10,11 @@ A specialized integration between HotWax Commerce OMS and ShipT fills in the gap
 
 Merchants using ShipT as their shipping carrier for last mile deliveries will be able to implement additional criterias supported by HotWax Commerce, along with incoming webhook communication for order fulfillment updates.
 
-*Internal quote* 
+### Testimony
 
-*Customer quote*
+*Internal quote*: HotWax now has a ready integration with ShipT. It is an excellent addition to the current integration ecosystem. Clients using ShipT as their shipping aggregator will now avail real-time fulfillment updates via webhooks.
+
+*Customer quote*: We want to offer customers same-day delivery from ShipT. Can HotWax integrate with ShipT?
 
 ### FAQs