Content
1 Introduction
2 Overall solution
3 Routine description - Dispatch orders
3.1 Order details
3.1.1 Cancel order
3.2 Print shipping papers
3.3 Dispatch orders: Service center
3.3.1 Edit order line
3.3.2 Reassign
3.3.3 Reassign order line
3.3.4 Automatic reassign
3.3.5 Replace item
3.3.6 Remove item
3.4 Web order: Central warehouse
3.4.1 Package of dispatch orders
3.4.2 Return items
3.4.3 See orders for all stores
4 Dispatch rules
4.1.1 Delete dispatch rule
4.1.2 View /change dispatch rule details
4.2 Create new dispatch rule
4.2.1 Overview
4.2.2 Delivery rules
4.2.3 Item availability
4.2.4 Confirmation messages

Introduction

This document describes EG's solution for distribution of web order direct from the store to the consumer. The solution makes it possible for the chain to offer a wider assortment in the web shop by including the stores in the available stock for the web shop. In addition, the freight time can in many cases be reduced by distribute orders from the nearest store. The solution for distributing from the store assumes that the orders are prepaid (or payment is reserved) in the web shop.
The solution supports the following functionality:

Automatic assignment of web order to store based on customers choice of delivery method, item availability and location.
Notification in the cash register when an order is assigned and ready to pick in the store.
Registration of order picking in store with a mobile handheld terminal.
Print of fright labels on local printer in the store when an order has been picked.
Follow-up and surveillance of all orders centrally.
Automatic creation of internal transfers between delivering store and the web shop for items distributed from the store.

Click & collect order, where items only should be reserved in the store, and paid at pick up, is handled outside this solution.

Overall solution

The solution for picking and distribution consists of the following components:

EG POS API. Integration platform for handling shopping basket in the web shop, distributing items and prices to the front end.
EG POS. Show notification when a new order is assigned to the store.
InStore App. Solution for the picking process in store. Orders are available for picking in InStore App as soon as an order is assigned to the store.
DispatchService. ContainsProvide delivery suggestions based on the cart and contains the logic for how the orders should be distributed, based on:
- Configuration/parameter setting of the service
- Item availability in the stores and on the central
- The customers selected delivery method
- Geography
Chain Web. Viewing, following up and changing orders is handled in Chain Web. In Chain Web both stores and customer service centrally can monitor and check status on the web orders.
Chain Classic – Master for stock.
Dispatch Order Dashboard – KPI's and metrics to track the performance of customer order processing from inventory management all the way through to the customer.

In addition, the following external systems is included:

PostNord. DispatchService is integrated against PostNord's API's to calculate fright costs.
E-commerce platform. Front-end for the web shop. Integrated with DispatchService and POS API

The figure above shows a flow chart for the order process where a customer selects to have the items sent home.

The figure above shows an overall flow chart between the different systems.

Routine description - Dispatch orders

Dispatch orders is used to monitor order status to end customer, orders that either should be picked in the store, or should be picked in the central warehouse. In addition, orders can be changed, and assigned to another store.
Different color codes on the order lines in the Dispatch orders overview gives information about if the order has been processed within parameter-controlled deadlines (see parameter overview).

User rights are assigned to different roles. The functions that the user has access to is determined by the rights defined in the roles of the user.
A store user should only see the orders for his store.
HK-user/service center should have full access to all orders with change rights.
When a new order is assigned a store by DispatchService, a notification automatically appears in the cash registers in the store.

Preview order confirmation
You can preview the order confirmation from the Dispatch order view. Click on the "eye icon" on the order line you want to preview.

Order confirmation opens in a new view. In this view you have the following choices: "Print", "Get PDF" or "Send confirmation" on e-mail or SMS.

Order details

You can view / edit order details by selecting order line for the wanted order. Select an order by double-clicking on the order line or by clicking the orange arrow to the right of the order line.

Order details view opens. Bellow you find a description of the view.

Order information is displayed at the top of the view(1), order text(2), contact details (3), and delivery address (4). Items in the picking order is displayed at the bottom of the view (5).

Order information

Order information displays general information about the order.

Order text

It is possible to add order text to the order. The order text is displayed on the order confirmation.
Click on Add, the "Order text" dialog opens.
Write an order text and select Change to add the order text. The order text is displayed in the screen. The Add button changes its name to Edit. The order text can be changed by clicking on the Edit button.

Contact details

Contact details shows contact information about the recipient. Contact details can be changed.
Click on Edit, the "Contact details" dialog opens. Change contact details and select Change. Contact details is updated on the order.

Delivery address

Delivery address show information about where the items should be delivered. Delivery address can be changed.
Click on Edit, the "Delivery address" dialog opens. Change delivery address and click Change. Delivery address is updated on the order.

Picking orders

This part of the screen displays the items included in the order, store and order status.

If there are items in the order that are not available in the store, the item line is marked with orange text. In addition a warning is displayed:

View picking history

Click on View picking history, the "History" dialog opens. It displays the history of processing the order. Click Close to close the dialog.

Order confirmation

Click on Order confirmation to display the order confirmation.
Order confirmation opens in a new screen. You have following options: Print, Get PDF or Send confirmation on e-mail or SMS.

Print – Select Print to print the order confirmation. A printer dialog opens. Select how to print the order.
Get PDF – Select Get PDF to download a PDF-file with the order confirmation.
Send confirmation – Click on Send confirmation to send order confirmation. The "Send confirmation" dialog opens. Click on Send to send the confirmation on e-mail or SMS.

8. Send confirmation
Click on Send confirmation to send an order confirmation, e.g. if changes have been made to the order. The "Send confirmation" dialog opens. You will get a question if you are sure you want to send confirmation. Click on Yes to send the order confirmation.

Cancel order

The order can be canceled. Click the (…) "more button" next to the Send order button. Select "Cancel order".

The "Cancel order" dialog opens.
Click on Cancel order to cancel the web order. This means that the web order will be canceled and the reservation on the customers bank card will be canceled.

Print shipping papers

The Print shipping papers menu give an overview of each order that has been picked by the store in InStore App. From this overview the store user can preview Shipping label and Delivery note, and print these.

Shipping labels and Delivery notes can be previewed or printed when they receive status "Ready" . There is one line per order. If an order is split between several stores, one line per store is displayed. Each store can only see items concerning their own store.
Preview
Mark wanted order line. Click on the "eye icon". If both Shipping label and Delivery note have the status "Ready" you get two choices when you click on the "eye-icon".

Click on the choice you want to preview. An PDF with the preview opens. From the preview you can select:

Print – Click Print to print the preview.
Get pdf – Click Get PDF to download the PDF-file. Once the file is downloaded, you can open it by clicking on the PDF in the bottom in the left corner.
Close – Click on Close button to close the preview.

Preview Shipping papers example:

Preview Delivery note example:

Print Shipping paper and delivery note
Select the order line you want to print shipping paper for. Click on the "printer icon" to the right on the line or click on Print selected rows at the bottom of the screen.

The Shipping paper opens in a printer dialog, select print to print the Shipping papers.
Click on the "eye-icon" and open a preview of the Delivery note. You can click on the Print button if you want to print the Delivery note.
View rows for all stores

If you are a HK-user, you can choose to display rows for all stores. Then all orders that have been processed are displayed.
This is selected by clicking on the icon next to the menu name, and selecting "View rows for all stores" from the table settings.

Dispatch orders: Service center

HK-user / Service center has access to manage orders. Which functions the user has access to is depending on the user rights.
Service center has access to do changes on the dispatch orders, including change store, and change item.

Edit order line

You can change an order line on orders with status "New".
Double click on the order line or mark the order line and click on the "Pencil icon".

"Edit order line" dialog opens.

You can change quantity on the item line. It is only possible to change to a lower quantity, since the amount already is reserved on the customers payment card.
If you try to change to a higher quantity than the ordered quantity, you get a message dialog notifying that this is not allowed.
Click Save to save the change. Quantity is updated on the order line.

Reassign

You can reassign/change the store that should pick the items. How reassign works is depending on the configuration in the Dispatch rules.

Click on the Reassign button if you should reassign the complete order to another store.
"Reassign" dialog opens. Select store by using search, or select store from the list. Click Reassign to change to another store. Order is assigned to the selected store.

Reassign order line

You can also reassign store at order line level. Mark wanted order line and click on the "more-button" at the right on the order line. Select the "Reassign" function. The procedure for reassigning store on order line level is the same as when you reassign store for the complete order.

Order line is reassigned to the selects store.

Automatic reassign

Reassign dismissed orders from dummy store.
In case of rejection of an order in store, the order goes to dummy store from which automatic 'DispatchOrderReassign' job reassigns order to another store - subject to product availability. Reassign of rejected orders doesn't fallback to central warehouse. It is possible that lines will be further split to enable delivery.
If the product is not available in every possible store 'DispatchOrderReassign' job will cancel order for specific products. Partial and full cancellation of dispatch order can be activated in the settings in 'Dispatch Rules' in 'Reassign Order' section.

Replace item

It is possible to replace item.

Mark the item line that should be replaced. Click on the (…) "more button" at the right, and select "Replace item".
"Replace item" dialog opens. Information about the item that should be replaced is displayed at the top. At the bottom you add the new item, that should replace the previous item.
Scan or search item. In the search filed you can search by item name or EAN. Search result is displayed, select item. Confirm the change by clicking on the Replace button.
The new item gets line discount if the price on the new item is higher than the old. If the item has a lower price than the previous item, the new and lower price is retained.

Remove item

You can remove an item from the order if the order isn't delivered.
Mark the order line to be removed. Click on the (…) "more button" at the right on the line and select "Remove item".

"Remove item" dialog opens. You get the following question: "Are you sure you want to remove (item name)? The customer will be charged with a smaller amount than currently reserved."
Click Remove to confirm that the item should be removed from the order or select Cancel to cancel.

Web order: Central warehouse

Package of dispatch orders

Package of dispatch orders is registered in Chain Web in the menu Dispatch orders. While printing picking lists and registration of item receival is done in Chain Classic.
When all items are picked, the order is ready for packing.
Scan the barcode on the pick list, the order opens, and the order details are displayed.

The Send order button becomes active when the order opens. Click on Enter or click on the Send order button. The "Send order" dialog opens. Enter the number of parcels (by default, the number is 1), and select enter the printer.

Click on Send to finish the order. Shipping papers is created.

Return items

If the order has the status "Delivered", it is possible to return items. Open the order with the item(s) to be returned.

Click on Return items at the bottom of the view. The button is only active in delivered orders. The "Return items" dialog opens.

Tick wanted item and adjust quantity if necessary. Click on Confirm return to confirm the return.
Upon return, returned order lines are displayed under a separate part of Picking orders, bellow status "Returned", with negative quantity and amount on the order line (see picture below).

See orders for all stores

By default, users only see orders for their store. HK-users has access to see orders for all stores.
Click on the table settings icon at the top of the screen, and select "View rows for all stores".

Then dispatch orders for all stores is displayed in the overview.

Dispatch rules

DispatchService is set up and configured in Dispatch rules in Chain Web. The parameters (dispatch rules) are configured per web shop (or other order source) that will use Order Dispatch Service.

Delete dispatch rule

It is possible to delete Dispatch rules. Mark the line for the dispatch rule to be deleted, and click on the "bin icon".

The "Delete dispatch rule" dialog opens. You will be asked if you are sure you want to delete dispatch rules for the selected profile.

View /change dispatch rule details

You can view/change details for an existing dispatch rule. Double-click at the line for the wanted profile, or click on the orange arrow.

Dispatch rule details for the selected profile opens. Dispatch rules view has ha set of editable parameters for DispatchService.

The dispatch rules details view has 4 tabs: "Overview", "Delivery rules", "Item availability" and "Confirmation messages". Detail about the different tabs is described below "Create new dispatch rule".

Create new dispatch rule

A new dispatch rule is created by clicking on the New dispatch rule button.
The "New dispatch rule" dialog opens.
Select the web shop that the dispatch rule will apply to.
Click on Create to create a new dispatch rule.

The view for configuring dispatch rule details for the web shop opens. The view have 4 tabs; Overview, Delivery rules, Item availability and Confirmation messages.

The view to configure details for a new dispatch rule

Overview

In the Overview tab you configure general dispatch rules for the web shop. See description in the table.
Edit store type
In top of the view you see an overview over number of stores that is a part of the different store types.
Click on the Edit button. An new view with a list of stores opens, there are one line per store. In this view you see an overview of which store types that is configured for each store, and you can select the store types that the stores should be a part of.

Select/remove store types for one store
You can select store types for one store by marking the line for the relevant store, and click on the "pencil icon".
A dialog displaying the stores store types opens. Select store types for the store by ticking the relevant store types. You can also remove store types by unticking store types.
Click on Save to save the changes.

Select store types for several stores
Tick the stores you want to select store types for. At the bottom of the view you have buttons to set the different store types.

Click on the buttons for the relevant store types. The selected store types is added to the ticked stores, and displayed in the overview.

Field description in the Overview tab

Field	Description
OVERVIEW – Click on the Edit* button to configure store type for the stores. See Edit store type description.*
Web shop	Store number for the web shop.
Central warehouse stores	Number of Central warehouse stores.
Dispatch stores	Number of Dispatch stores.
Pay&Collect stores	Number of Pay&Collect stores.
ORDERS AND FREIGHT
Free shipping	Tick "Free shipping" if free freight should be possible. The "Free shipping from (NOK)" field opens.
Free shipping from (NOK)	Add the minimum amount the customer must shop for to get free freight.
Allow splitting a web order to deliver the items from multiple stores	Tick this if it should be allowed for web orders to be split to deliver from different stores. Select max number of stores a web order can be delivered from.
Allow splitting line in web order	Tick this if splitting order line in web order should be allowed.
Preferred stock location	Specify the percentage share of the dispatch to be sent from the central warehouse.
MAXIMUM NUMBER OF OPEN ORDER PER STORE
Default limit	Specify default limit for maximum number of open orders per store (possible to override on store level). The default limit at the store level is overridden by configuring a default limit that will apply for the selected store. Click Add new row. The "Add limit for open orders" dialog opens. Select store and specify the limit that should apply for the store. Click Add to add a standard limit for the store.
DELIVERY METHODS	Select the delivery methods you want to offer in your web shop.
REASSIGN ORDER	The dispatch orders can be reassigned automatically if no picking store is available or maximum number of automatic reassigns has exceeded the set value. The Reassign order configuration includes: Select the delivery methods that can be reassigned automatically. Specify the default time before order is assigned to a new store. Limit the max number of reassigns – this number only applies to the number of automatic reassigns Orders can manually reassigned infinite times.
Save	Click on the Save button to publish changes to Dispatch Service.
View history	Click on the View history button to show historical updates of the dispatch rules. The "History" dialog opens, it shows change history. Amongst all it shows information about created date, activated date and which change is the Active change. You can delete a line in the table by clicking on the "bin icon" on the line, or you can select one of the lines as active configuration by clicking on the "Update icon".
Activate configuration	When the dispatch rule is created or changed, the configuration must be activated. Click on Activate configuration after the dispatch rules are saved, to activate the configuration. To the bottom right of the screen, information about date and time of the last activation is displayed. the latest activation date and time.

Delivery rules

In this screen you can configure delivery rules for the web shop:

Items that must be sent from central warehouse
Items that must be sent from store
Items unavailable in web shop
Items that must be sent from specific stores
Items that are preferred to be sent from specific stores
Preferred stores

Some of the rules is configured by selecting item lists or item group lists, containing the wanted items.

Add item list/item group list

Click on Edit to add item lists/item group lists. A dialog to select item list/item group list opens (heading in the dialog show the selected rule).
Items is added by searching for item lists or item group lists. Search the list by starting to type the name of the list. Click on the wanted list in the search result to add the list.
Click Update, the items in the lists is added to the rule.

Example of a delivery rule dialog

Selected Item lists/item group lists is displayed in the delivery rules screen.

Delete item list/item group list
Item lists/item group lists can be deleted. Click on the Edit button, the dialog opens.
Click on the list you want to delete, and click on the "bin icon" to delete the list.

Click on the Update button to delete the list from the rule.
Items that must be sent from specific store

You can select items that must be sent from specific store.
To define a new rule for items that must be sent from specific stores, you click on the Add rule button.
The "Add new rule" dialog opens. Enter rule name, select stores that the rule will apply to, and select Item list or Item group list with the relevant items.
Click on Add to create the rule.

Items that are preferred to be sent from specific stores

You can select items that are preferred to be sent from specific stores.
To define a new rule for items that are preferred to be sent form specific stores, you click on the Add rule button.
The "Add new rule" dialog opens. Enter rule name, select stores that the rule will apply to, and select Item list or Item group list with the relevant items.
Click on Add to create the rule.

Item availability

In the Item availability tab you can configure rules that determine whether an item is available in the web shop, and reduce the quantity of available items in the web shop.
The screen is divided in two parts; "Stock adjustment rules" and "Minimum number of stores with the item in stock". You can define rules for stock adjustment, and minimum number of stores that has the item in stock for the item to be available in the web shop.

Stock adjustment rules
This rules will reduce the quantity of items available. Item with reduced quantity less than or equal to zero will not be available in the web shop. If an item is added to several rules, the rule with the biggest reduction will be used.

Add new rule Click on "Add new rule", the "Update stock adjustment rule" dialog opens.
Reduce storage with	Enter the quantity that the stock should be reduced with when selling an item.
Include warehouse	Tick this if the rule also should include warehouse.
Applies to – Select if the rule should apply to all items or selected items.
All items	Tick this if the rule applies to all items.
Selected items	Tick this if the rule should be applied to selected items. If you select "Selected items" fields to select item lists or item group lists opens. Select item list or item group lists with items which the rule should be applied by searching lists, and selecting relevant lists. The rule will be applied to the items in the selected lists.
Update	Click on Update to update the configuration. The rule is added to the list of rules for stock adjustment.
Cancel	Or click on Cancel to cancel registration.

Change rule

You can change the conditions to the rules. Click on the relevant rule, and click on the "pencil icon".
The "Update stock adjustment rule" dialog opens. Change rule. Click on Update to update the changes. The rule is updated in the Item availability screen.

Minimum number of stores with the item in stock
These rules define how many stores that must have the item in stock in order for the item to be available in the webshop. If an item is added to several rules, the rule with the fewest stores in "Min.no. of stores" will be used.

Add new rule Click on "Add new rule", the "Update minimum number of stores with the item in stock" dialog opens.
Minimum number of stores	Enter the minimum number of stores that must have the item in stock, for the item to be available in stock in the web shop.
Applies to – Select if the rule should be applied to all items or selected items.
All items	Tick this if the rule applies to all items.
Selected items	Tick this if the rule should be applied to selected items. If you select "Selected items" fields to select item lists or item group lists opens. Select item list or item group lists with items which the rule should be applied by searching lists, and selecting relevant lists. The rule will be applied to the items in the selected lists.
Update	Click on Update to update the configuration. The rule is added to the list of rules for stock adjustment.
Cancel	Or click on Cancel to cancel registration.

Click on Save to save the configuration.

Confirmation messages

In the Confirmation messages tab you can define confirmation messages to customers. You can define different messages. For each confirmation message type you add the message that should be used. Max length on the message is 612 letters.

It is possible to customize messages by adding SMS variables. Click on Show SMS variables to show the variables you can use in the SMS message to send more customized messages. The SMS variables is used in the "Messages" field.
The use of variables in the text is validated. If a variable is written correct, the text is marked green. If the variable is written wrong, the text is marked red.

Confirmation messages will be sent to customer in following use cases:

Pay & Collect – When the Pay & Collect order is ready to be collected at Store A.
Shipping confirmation - When the order is picked (but not split), meaning the whole order is shipped as one package, the customer will be receive this message as a confirmation that the package is on its way.
Split order shipping confirmation - When Order is split and picked, this SMS will be sent to customer notifying them that package A or B is ready for shipment.
Split order message - When order is split and the items are dispatched in separate packages from e.g. Store A & B. The customer is notified via SMS that they should expect more than one package with different delivery dates.
Order confirmation
Credit note
Receipt

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Introduction

Overall solution

Routine description - Dispatch orders