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Web Order Management

Learn how to manage web orders in Bravo, including reviewing, fulfilling, and processing customer orders placed online.

This Article on Web Management includes information on:

Click on the links to learn more.

Web Order Terminology

  • Ready for Pickup
    • Lists items already sold and moved to a warehouse storage location that are ready for in-store customer pickup.
  • Web Pickup Relocation
    • Lists items already sold but not yet moved to a warehouse location for pickup.
  • Pending Web Fulfillments
    • Lists web sales needing completion and the days since the item was sold.
  • Web Collections
    • Lists completed web orders requiring payment confirmation and customer contact information.
  • All Active
    • Lists all pending web orders that have not been completed.
  • Returns
    • Lists returned web orders waiting to be received.
  • Offers
    • Lists pending web offers requiring a response.
  • Web Fulfillment
    • Shows the web fulfillment screen for the currently selected item.
  • Negotiator
    • Shows the Negotiator screen for responding to offers and issuing counter-offers.
  • Ad Hoc Reporting
    • Allows you to pull and print customized reports from all web order items.  The table layout may be modified by using the field chooser.
  • Print List
    • Prints the currently displayed list.
  • Print Order
    • Prints an eCommerce Order Fulfillment report for the selected item(s).
  • Cancel Order
    • Cancels the currently selected order(s).
  • Mark Contact
    • Allows the user to record the contact type, contact method, and optional notes about an interaction with the customer.

Web Order Fulfillment Process Flow

The following diagrams provide an overview of the steps necessary to manage web sales.

The first diagram shows the steps necessary to support an in-store pickup of items purchased on Buya.com:

 

To learn about In-Store Pickup, please read the article here .

The following diagram shows the steps necessary to fulfill and ship items purchased on Buya.com:

 

To learn more about Web Fulfillments, please read the article here .

The following diagram shows the steps necessary to process return of items purchased on Buya.com:

 

To learn more about Web Returns, please see the article here .

Accessing Web Operations

Web operations can be accessed via the eCommerce button on the Bravo Dashboard. 

The task bar at the bottom of the screen also provides information about and access to Web Fulfillments, Web In-Store Pickup, Web Returns, Web Offers, and Web Feedbacks.

Web Feedbacks expire after 60 days if not done, which lines up with eBay's practices.

The red circle on the top right corner of the task buttons displays a count of the number of orders in each of those categories. If no circle is displayed, there are no pending orders in that category.

Web Configurations

Web sale options for the franchise are configured on the Web tab located on the configuration page.

The first of the Web configuration tabs is Information. This tab allows the user to enter and maintain information about the store to be displayed on Buya.com.

Informative information can be entered as free text in the About the Store section. Other information including the jurisdictional entity, number of years in business, most popular inventory categories, and societies / memberships can also be entered or updated.

There is a section to include the franchise’s web site, blog address and other internet contact information.

Select the Edit button to add or change values. Select the red “X” in any line to remove the corresponding entry. Select the green “+” to add a line to an existing list. Text can be added by clicking in the text box. Text will be displayed on the web site with the same formatting as provided in the text box.

Select the arrows in the Company Contact bar to drop down a text entry box.  Enter the owner’s name and any additional information about the owner that may be attractive to a web customer.

Select the arrows in the Type of Store bar to drop down a text entry box.  Enter licensing information in this section. The example given below is shown with editing turned on to show the editing options.

The Photos tab on the web configuration screen allows the user to load photographs to display on the web site. 

Multiple views of the store can be uploaded. Single photos of the store logo, store contact, and store personnel can also be uploaded by selecting the browse button and selecting the JPG file.

Users can select categories of items to be excluded from sale on the web from the Categories tab.  The default value for all categories is to be checked and therefore available for sale on Buya or eBay. Items have to be available on Buya in order to be included in eBay. To turn on or off a category please call in to Bravo Support at (702) 701-9115 option 3.

Additional web configuration settings can be found on the main Configuration tab under the Web Sales Config section. This defines the number of days a customer has to return an item purchased on the website, and the maximum number of days the store will take to process the web order.

Note: There are only 3 choices for return periods, 14 days, 30 days, and 60 days.

Individual items in a category can also be excluded from web sales even if the category is eligible for sale on the web. To learn how, see the article here .

To learn more about listing items for sale on Buya, click here .

Purchasing Items on Buya - Customer View

When a customer goes to Buya.com, they will first need to log in or sign up.

 

Once they are logged in, they can browse the entire site.

 

They can browse by category, direct item search, even shop by store.

 

On the item page, they are given all of the pertinent details.

 

They can see the item images, the condition, price shipping and any other notes that you have added to your listing.  If they like the item, they can either make an offer (if enabled) or they can add to their cart.

From their cart they can verify or change their shipping address, add a message to the store, and decide between shipping or in-store pickup (if available).

If a customer selects In-Store Pickup by accident, for example an item located in another state, Buya will display this warning:

 

Customer will then proceed to PayPal checkout or through using their credit card.

Credit Card processing is currently handled only through FortisPay (formerly known as BlueDog). If you want to see about getting FortisPay please call their sales line at (772) 360-4646.

If the customer chose PayPal, it will take them out of Buya and into a secure PayPal portal.

They can log into their account or pay with their debit/credit card.

If the customer chooses to use a credit or debit card, they will need to add all the information that is on their card including where the Billing Address is.

The Billing Address cannot be a PO Box according to the Patriot Act that makes banks unable to accept PO Boxes as legal forms of a Billing Address.

 

This also gives the customer a chance to verify their billing and shipping address.

Once the customer completes the payment they are taken back to Buya where they will see a confirmation screen.

 

The customer is then also sent a confirmation email from Buya.

 

Now the customer just has to wait for the store to process and ship their order.

Once the store ships the order, the customer will get a second email.

 

 

Fulfilling a Buya Order - Web Fulfillment

 

 

Shipping

Once an order has been received, you will see the order appear under Web fulfillment.

From the Bravo Dashboard, select Web Fulfillment.

 

From the eCommerce screen, either enter/scan the order number, or double click on the order you are going to process.

 

On the Web Fulfillment screen, verify the item that is being shipped.  Enter the item number, or scan the item bar code into the Item to Fulfill box at the top of the screen.

Once you enter the item, it will move from the top Items to Fulfill section to the bottom section under shipping.

You will now need to enter the shipping carrier and tracking number.  This information is provided to the customer so that they can track their shipment.

Once you have the shipping info entered, click Complete Transaction from the right.

You will now be on the Transactions screen.

No other transactions can be completed with a web order.  Customer cannot be changed.  Verify all info and click Next.

On the Tender Screen, the Omni-Channel is preselected.  If there is no commission associate, click the red x to delete them.

Click Save.

Bravo will now print a two page packing slip.  An address label is at the bottom of Page 2.

Bravo will also print the Item Description page which can be included in the package.

In-Store Pickup

In-Store pickup processing is a two part process:

The first part of the process is done prior to the customer picking up the item from the store.  In this step, the item is removed from the sales floor and relocated to a backroom location.

The second part of the process is when the transaction will be completed with the customer in the store.

Step 1

From the Dashboard select Web In-Store Pickup.  (You can also access this screen by selecting eCommerce on the right hand side of the screen.

The Locate In-Store Pickup screen will list active orders that have not yet been relocated from the sales floor.

Find each item in the store. Highlight the items on the list and select Web Fulfillment on the right, or double click each item to bring up the Web Fulfillment screen.

If you have multiple items that need to be located, it may be helpful to print the list of items that need to be relocated.  Select Print List from the menu on the right.

This will print the pickup orders list to help finding the items in the store easier.

Once you are in the Web Fulfillment screen, scan or type in the item number under Item to Fulfill at the top.

 

Select a warehouse location to place the order. 

Select the Save button.  The status of the item is changed to Ready for Pickup. 


Note: DO NOT complete the transaction at this time.  The Complete Transaction button is only selected after the customer picks up the item.

Bravo will print a web order tag so that the item can be labeled in the warehouse.

The label shows the order number, the location, the customer.

Place the item in the selected warehouse location.  Wait for the customer to pickup the item.

Step 2

When the customer comes into the store to pick up their order, select eCommerce from the Bravo Dashboard.

From the eCommerce screen, enter the customer order number or scan the barcode from the customer's confirmation email. 

If the customer does not have their confirmation email or order number, select Complete In-Store Pickup and then double click to select the item.

The Web Fulfillment screen will show the item location. Retrieve the items from the backroom.

Once the items are retrieved from the back room, select the Complete Transaction button.

You will now be in the Transactions screen.  You can view and verify that all items in the transaction have been gathered and are ready.  Once items are verified click Next.

You will now be in the Tender Screen.

  • The Omni-Channel is pre-selected for whatever the Order Source was for the item.
  • Verify the Commission Associate (associate who processed the in-store pick up). 
    • The web sale can be processed without a Commission Associate.  Delete the associate by clicking on the red X and leaving the box blank.
  • Click Next.

For an In Store Pickup, the Customer pickup receipt now prints.

 

Give the customer the item and the receipt. This completes your in store pickup web transaction. 

Buya Return

Customer Return Process

When a customer needs to return an item that they purchased from your shop through Buya, they will need to initiate the return from their Buya account.  The below process is provided in case you need to walk a customer through how to start the return.

Start by having the customer log into their Buya.com account.

From the upper right hand corner of the screen, they should click on their name. This will give them a menu of options.  They should select My Orders.

They should now see a list of their orders.  They should select the button that says Return Item on the appropriate order.

If the Return Item button is missing, it is likely because the return period has expired for the item.

Once they click on Return Item, they will be brought to Create Return Request.

To the left, they will select the reason for the return as well as adding notes to the store.

To the right, they are provided information on refund timing as well as shipping. Buyers will need to pay for their own return shipping.

First they will need to select the Reason for Return from the drop down menu.

Many of the reasons include a note to have them contact the store.

In the above example, the customer has selected Missing Parts of Accessories.  There is a note letting them know that they can contact the store to see if another arrangement can be made (partial refund, etc) for the missing pieces.  This saves them the hassle of having to return and wait for a full refund, and it saves the store the expense of having an item come back.

This is not mandatory, and it is up to your store what if any concessions you are willing to make on the item.

Once they select their return reason, they will want to put in notes that details the issue.  Then they should select Return Item.

They will now see a confirmation page.

From the Return Confirmation page, the customer will need to click Print Return Labels.

The top portion of the page should be included in the return package.  They can cut the bottom portion to tape to the outside of the package as their shipping label.

The Return Label once again reminds the customer that they will need to pay their own shipping.

The customer will also receive an email advising them of the return.

The customer should now send in their package and wait for the store to process their refund.

Processing Web Returns in Bravo

Once a return request is initiated by the customer, Bravo will show it in the Web Returns Screen. You should not process the return until you have received the item back from the customer.

Once a return is received, click on Web Returns from the Task section of the Bravo Dashboard.

Once on the eCommerce Web Returns screen, enter the Return Authorization number from the customer's packing slip.  The slip also has a bar code that can be scanned instead.

If you double click on the return, you will still need to enter the return number.

The return number is also listed to the left side of the screen.

Once you have entered the return number, you will be taken to the Receive Return screen.

If you are giving the customer a partial refund, you can adjust the refund amount by clicking on it under Amount to Refund.

You should select which type of refund you are giving the customer.

A Standard Refund includes the item price and sales tax only.

A Full Refund includes the item price, the sales tax, and any shipping that was paid.

Once you have the details entered, click Complete Refund.

If the customer used a card, you may receive a warning that the refund will credit the customer's account. If they already processed a refund through their bank, this will NOT double refund the customer.

You will now be in the Transactions screen.

You can verify the details of the return, but you cannot make changes.  You will need to click Cancel if you need to make changes.

Click Next.

The Tender Screen shows the total amount of the refund, including any tax or shipping.

Store Credit cannot be issued on Web Refunds.

Click Save.

Returns require a manager approval.  If you have the required security to complete a refund, enter your Login and Password.  Otherwise, you will need to request approval from your manager.

 

Bravo will now print out an item label so that the returned item can be easily identified.

The return is now complete.  The refund will be processed automatically through their web processor.  The customer will receive an automatic notification from Buya showing that their refund was processed.

If the item is sellable, it can now be priced and placed back into Inventory.  You can find the item in the Items Waiting to be Priced section of the Inventory screen.