Updated document: Brokering and Fulfillment flow of NEC

newEraCaps/flows/brokering/README.md

@@ -14,13 +14,17 @@ Online shipping orders are always routed to the warehouse unless the customer ha
 
 When this kind of soft allocated order is imported, the soft allocated items of the order will be directly allocated to that store upon import and skip the normal brokering algorithm. Because customers must explicitly choose which items they want to be shipped from store, the OMS will split the items not soft allocated and leave them in the brokering queue to be brokered to the warehouse at scheduled times.
 
-In the event that a store cannot fulfill an order and must reject it for reallocation, those orders will not be allocated to the warehouse due to the WMS's inability to differentiate between two separate shipments of the same order when creating its CSV feed of fulfilled orders.
+In the event that a store cannot fulfill an order and must reject it for reallocation, those orders will not be allocated to the warehouse because soft allocation only happens when the inventory is not available in the warehouse but in stores.
 
 {% hint style="danger" %}
 To support this workflow, the warehouse facility type must be passed as an excluded `type` in the Rejected Order Brokering Job.
 {% endhint %}
 
-The rigidity of the WMS software used by New Era Caps also means that if the warehouse cannot fulfill an order item, it is canceled on Shopify manually by a CSR. When CSRs preform this cancellation on Shopify, the also add a “Reshipped” tag on the order to indicate that HotWax needs to resend it to the WMS.
+The WMS software used by New Era Caps is not able to differentiate between two separate shipments of the same order when creating its CSV feed of fulfilled orders. Due to this rigidity, if the WMS cannot fulfill an order item, then CSR will ask the customer whether to cancel the item or replace it with a different item.
+1. If the item is canceled then the OMS will reshipped the order to WMS. When CSRs cancel order item on Shopify, they add a “Reshipped” tag on the order to indicate that HotWax needs to resend it to the WMS.
+2. If the item is replaced with another item then the whole order is canceled manually by CSR and the new order is created on Shopify.
+
+**Note**: The reshipping process is only applicable to orders that are brokered to the warehouse.
 
 ## How “Reshipped” works in HotWax Commerce
 
@@ -39,3 +43,6 @@ The field in the WMS feed where this change is made: CUST ORDER NO. (S-3)
 Parallel to the WMS feed transformation of the brokered feed, another processor will consume the same file to update all orders with the value of the ReShipped order attribute from Pending to the new constructed order name with the appended “\_R” value.
 
 New attribute value `{orderName}_R`
+
+## Open Question:
+How to handle the rejection of soft allocated orders to the specific store?

newEraCaps/flows/fulfillment/README.MD

@@ -24,6 +24,10 @@ Once an order has been packed and is ready for pickup, an email to the customer
 
 New Era Caps is also rolling out a new locker based pickup solution where store staff place the packed order items into a locker where customers can pick them up at their own convenience. To support this workflow, staff will mark orders as packed in the BOPIS fulfillment app after placing the order items in the locker. The email sent to the customer will include a unique password and locker number which the customer can use to unlock the locker and collect their order items.
 
+### Not picked orders
+- After 10 days pickup window when the order has not been picked up by the customer, the CSR will receive a reminder mail from OMS to call the customer.
+- When the orders are not going to be picked up by the customer, the CSR will mark the order as fulfilled and OMS will update the order status on Shopify.
+
 **Open questions:**
 
 How will the email be customized to let the customer know that their items are stored in a locker? Is there a special flag that New Era Caps expects for this from the OMS?