You eCommerce location is a virtual location and holds no inventory.   Therefore any order assigned to that location will not be able to be filled.   If a customer places an order and decides they don't want it right away, you can move it to your eCommerce location until the customer is ready to have it shipped.  There are two primary reasons that orders will be assigned to the eCommerce location by the system:


No Stock

An item will get assigned to eCommerce if no fulfillment locations have that items available to ship.  If different fulfillment locations have different fulfillment capabilities (e.g. Same day shipping) it could also happen if none of the locations set-up for the customer's desired fulfillment method have the item available.   You have a few options to deal with this situation:


  • Change Shipping Method (from Same Day Delivery to Fed Ex Ground) and Transfer to a Location that can ship using the new method
  • Order the item from another location or from a Vendor so that you can fulfill it.   You will need to move the item out of eCommerce and into the location.   You can either do this immediately or wait for the item to show up in the fulfillment location.   The customer won't be charged until the order is in the fulfillment location and the item is in stock and available
  • Cancel the order


Risk

If the system flags an order as Risk, it will be assigned to your eCommerce location.   Once you've evaluated the order you have two options, Cancel the order or Transfer the order to a store for fulfillment.  Transferring the order to a store for fulfillment is all you need to do to let the system know you are satisfied the order is legitimate.    There are several factors, customizable at the client level that determine an order's risk score.   Below is a sample setup:


  • Shipping/Billing Address variation:  If the shipping zip code is different than the billing zip code and order is over a certain amount you can have this flag the order as Risk (e.g. +100 risk score)
  • Credit Card AVS score - Certain AVS results can trigger a risk score (e.g. an NNN, XXS and XXE  = +100)
  • Successfully shipped to address multiple times in the past.  If the customer has more successful orders than cancelled orders and had at least 2 successful orders (-100) .  This could offset a risk score set by another step
  • Address matches the address of previously closed account.   If you've closed a reseller's account and they attempt to reopen a new account, this logic could get hit (+100)
  • Lots of cancellations - If customer has had at least 2 cancellations and overall have had twice as many cancellations as successful orders (+105)
  • Delivery Method - If customer chooses Same Day Delivery we assume they're not fraud (-101)