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Netsuite
Netsuite
NetSuite is our Warehouse Management System. This program is integrated with Shopify and Zendesk. Meaning, that all orders placed on Shopify will flow to NetSuite. NetSuite is the platform utilized by the operations team to find open, pending, unfulfilled orders that need to be processed.
Why We Use Netsuite
Why We Use Netsuite
Netsuite is another software we use on a daily basis for a multitude of reasons. Some of those reasons are:
Netsuite is another software we use on a daily basis for a multitude of reasons. Some of those reasons are:
Returns
Refunds
Cancelations
NCRs
Exchanges
Checking inventory
Checking backorder dates
Address changes
Shipping changes
Netsuite and Shopify go hand in hand so most changes that are done in Shopify will either automatically flow to Netsuite, or need to be manually changed in Netsuite by Tier 2 Since our fulfillment team uses Netsuite to process orders on their end as well, certain requests such as address changes, cancelations, and shipping method/speed changes are time-sensitive, so getting a ticket out as prompt as possible is very important. If a shipment needs to be stopped momentarily while a change is made, we need to communicate that to the warehouse as quickly as we can to avoid mistakes that lead to unhappy customers.
For example, if a customer placed an order and entered in the wrong shipping address on the website, we only have a certain amount of time to get that changed before the warehouse begins the fulfillment process and no changes be made after that point. This is where, again, notating the order in Shopify is extremely important. We want as much visibility as possible on any order changes or other requests from customers.
Netsuite ETA's
Netsuite ETA's
One important use of NetSuite is to get correct ETAs for back-ordered items. We do include the ETA on the website as well, but it is good practice to double-check Netsuite. There can be times when we are expecting a shipment sooner than what is noted on the website.
How To Search An Item in NetSuite
How To Search An Item in NetSuite
When inventory is low, an item is on backorder, or you just want to see how much inventory we have for a specific item we have on hand, you will search this in NetSuite (NS) Below is a tutorial on how to search for how to search for different kinds of items in NS.
250 Post Inventory:
250 Post Inventory:
When checking inventory in NS, you will sometimes notice that there is 0 inventory at SLC, but there is inventory at 250 Post (our SF store)
Please note that the inventory from the store is reserved for the in-store shopper experience. Please do not promise that the customer's order will be fulfilled with inventory from 250 Post. We can still place the order for the customer, of course! However, you will need to advise the customer of the backorder date. If the item is on BO, please follow the BO verbiage and steps in the Back Order section of the guide.
How To Search For Back Ordered Items in NetSuite
How To Search For Back Ordered Items in NetSuite
As mentioned in the Call Flow/Placing an Order page of this guide, when placing an order for a back-ordered item in Shopify, you must advise the customer of the BO date/ETA. To do this, you will need to search for the item in NS and know what to look for. Below is a tutorial on how to do just that.
One thing to remember is we never make guarantees. Sometimes customers will ask "Are you sure this item is coming on X date" and all we can tell them is the information we have in front of us. We can let them know that if there is a further delay with the item, we will notify them via email, or, they can call back in around the ETA date to check in and we would be happy to give them another update on their order or the item.
We do try to be as transparent with the customer as possible regarding ETA's but delays do happen from time to time. This is why it is so important to check both NS and your copy of the BO Report.
NLA/NGF Status
NLA/NGF Status
There will be times when you search for an item in NS and the status shows "NLA" or "NGF"
NLA - The item is No Longer Available and will show as Sold Out on the website. When you're looking in the Related Records tab, you can check if we will be getting a shipment in. If there is nothing there, or you feel unsure, you can always reach out in Teams for a gut check and someone on the team would be happy to take a second look!
NGF- The item is Not Going Forward which means it is no longer available and we will not be receiving any future shipments for that particular item. Sometimes orders can still be placed for these items. These, of course, will need to be canceled, and refunded, and the customer will be notified.
Here is a tutorial on how to identify NLA/NGF items in Netsuite
NGF vs NLA.mp4Page updated
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