Nice Commerce Cheat SheetUpdated 9 months ago
Communication
- This is the key to success! All communication needs to go through [email protected]
- This email keeps a record in our CRM but also allows for multiple team members to have visibility and for quick escalation
- Your Nice Commerce Shared Drive should be the written-down "home" for any information we reference or communicate back and forth
The Daily
- Check into your ShipHero account to check for all Order Holds. It is our brand partners' responsibility to check into the system daily to reconcile order holds, address holds, etc.
- HERE is an explanation of all Holds and how to resolve
- Check for orders that are not "Ready to Ship". HERE is an explanation of how to filter to see all orders in this state
- Update our team on anything that is happening (or not happening) that was previously discussed
Outgoing DTC Orders
- As long as all of the items are in our Warehouse, and there is nothing outside of our control that holds up the order, all orders up to SLA standards placed by 12 PM EST will ship the same day under normal volume periods. The cut-off time for Expedited orders is 2 pm.
- If we are experiencing increased volume periods, the Accounts team will send a notification that we are operating outside of the norm
Outgoing Wholesale and Freight Orders
- All orders up to SLA standards placed by 12 PM EST will ship within 4 business days under normal volume periods and excluding federal holidays.
- If we are experiencing increased volume periods, the Accounts team will send a notification that we are operating outside of the norm
- It is required that the MO or Order number is entered into ShipHero along with a scheduled outgoing freight appointment/s HERE. This helps us greatly to meet your requested or required timelines.
- As a reminder, for orders over $2,500, we highly recommend opting to route via LTL shipping methods or insuring the order. Small parcel carriers have multiple touchpoints so for high-value shipments, it is best for it to travel on a pallet or with insurance to avoid in-transit damages.
- Reach out to your Account Manager if you ever need help deciding the best route for your shipments.
Your eComm Site's Shipping Methods
- While it is against our SLA for you to change your shipping methods on your website without notice, if you do, please let us know.
- The new methods will need their mapping updated in our WMS (ShipHero) by someone on the Nice Team. Please email [email protected] as soon as the change is made to prevent a disruption in orders. All subsequent orders will be void of the SLA.
Receiving
- A PO must be in the system 48 hours before a shipment is delivered.
- The PO must be entered at the individual unit level.
- If a PO is not added to this timeline, then those 48 hours are added to the receiving timeline = 96 hours
- We ask that delivery appointments be scheduled in advance HERE. Tracking can be updated in the PO in our WMS which is helpful for the Receiving team to prep for your shipment
- Once the shipment has arrived and is marked as delivered, Nice Commerce works within a 48hr window to receive the shipment into inventory
- All inbound shipments that require an SOW or do not have a PO created in advance of arrival will be prioritized last and will not fall into our 48-hour window
- If new inventory was part of a presale/ overselling, please refer below to their order prioritization
- Just like Returns, we love speed but our priority is to maintain accuracy
- The Exterior label needs to identify a multi-SKU case or a partial case. Multiple SKUs will be allowed in a single package as long as each SKU is also packaged individually within the case/box.
Returns
- We process Returns Tuesday through Friday within 48 business hours from the time of receipt
- Just like Receiving, we love speed but our priority is to maintain accuracy
- All returns must have an RMA in our system, completed prior to delivering at Nice Commerce, to meet our SLA.
- If there is not an RMA, we will charge an ad hoc fee to create one for the order and it will be processed outside of our returns SLA.
Carrier Claims
- Nice Commerce will submit carrier claims on your behalf as the shipper. We ask that our carrier claim form be completed where the more information provided the better
- Please include photos of how the order arrived and any damage to the outer packaging and inner packaging.
- Including proof of the order from your store helps us greatly!
Presales/Overselling
- We love offering this! Just remember that these orders are prioritized last when the product/s come back in stock and are void of our Outgoing SLA.
New Products and Launches Going Live
- All new products should be first documented in your Nice Commerce Shared Drive with communication to [email protected] or communicated during one of your Account Check-In Meetings
- We need a 2-week notice on all new products unless you plan on overselling/preselling, but the more notice, the better
Dropshipped Products
- Email [email protected] at least 48 hours prior to going live so that we can make the appropriate changes in our WMS
Nice will mark these products "dropship only" in ShipHero
We recommend updating your Shopify to tag these dropship products:
- Shopify: Tag each Dropship product with “NICE-DS”
Kit Products
- Add to your Nice Commerce Dashboard in the appropriate tab, Kits
- Email [email protected] at least 48 hours prior to going live so that we can make the appropriate changes in our WMS
- If kits need to be assembled into a pack or for Amazon, etc. then an SOW will be required