ShipCalm | Internal | Customer Success Knowledge Base

    SC | How To Use the Live Data Warehouse Tool

    As a Third-Party Operations (3PO) company we need to have tools that can quickly identify when an order is experiencing issues in our system and is being blocked from fulfillment for any reason.

    The Live Data Warehouse TOOL was created as a way to quickly identify when orders in our systems (ShipStation and InfoPlus) do not align in status.
    • The Live Data Warehouse TOOL automatically refreshes EVERY HOUR (60 minutes)
    • The Tool is Customer (LOB) specific, but can be created for any customer

    Examples of an Order Issue

    1. If an order has an address error that is preventing the order from being imported into InfoPlus
    2. If an order does not have a valid SKU on the order, the invalid SKU will prevent the order from being imported into InfoPlus
    3. If an order is in ShipStation as Awaiting Shipment but in InfoPlus is in a status of Shipped, there is a misalignment in the order status.
    1. 1

      Is there an ISSUE with an Order?

      The first step of using the tool is to identify the orders that are having issues.

      1. Column A will display if there is an issue with an order. If an order is displaying an issue it will be highlighted as RED
        • Use Column A to Identify the Orders that have issues
      2. Column B will reference the specific order number that is having order errors or issues
        • Use Column B to look up the order in ShipStation and/or InfoPlus
    2. 2

      What is the Issue with the Order?

      After identifying the specific orders that are having issues, we will need to identify what is causing that order to have an issue or error.

      Columns C - D - E are used to Identify the reason for the Issue

      1. Column C - Check if the Order is in InfoPlus
        • ORDER NOT IN IP
          • The order has not been imported into InfoPlus
        • GOOD
          • The order is OK - The order has been imported to InfoPlus

      2. Column D - Check if the Order is ON HOLD in ShipStation because of FRAUD
        • FRAUD
          • The orders Ship From location in ShipStation is FRAUD
        • NOT FRAUD
          • The orders Ship From location in ShipStation is NOT FRAUD

      3. Column E - Check if the Order has been SHIPPED in InfoPlus but is not SHIPPED in ShipStation
        • SHIPPED
          • The Order has been SHIPPED in InfoPlus
          • Need to confirm that the Order is Not Shipped in SS
        • NOT SHIPPED
          • The Order has not been SHIPPED in InfoPlus
          • Need to confirm if the Order status is Awaiting Shipment in SS
    3. 3

      What ISSUE is the Order Having?

      Based on Columns C - D - E what is the issue that the order is having?
      Answers
    4. 4

      Column C - ORDER NOT IN IP

      Orders that are showing as "ORDER NOT IN IP" represent an order that is having issues importing into InfoPlus

      To correct these issues, it is best to start by using the Order Import Checklist SOP to troubleshoot the order import issues.
      Next step 7: Refresh the TOOL
    5. 5

      Column D - FRAUD

      A customer may have FRAUD automation in place that will FLAG an order as FRAUD.

      The customer is (typically) responsible for removing the order from HOLD and updating the SHIP FROM location as #ShipCalm


      Next step 7: Refresh the TOOL
    6. 6

      Column E - SHIPPED

      Column signifies when an order has been Shipped in InfoPlus but the order in ShipStation has not received that Shipment Notification.

      In order to correct this issue, use the process below to resend the shipment notification from within InfoPlus so that the order in ShipStation can be updated.

      How To Resend a Shipment Notification


    7. 7

      Refresh the TOOL

      The Live Data Warehouse TOOL automatically updates every hour (60 minutes) but there may be times when you want to refresh the TOOL so that it can show you if the issue has been resolved without having to wait for the next sync.

      To sync the tool
    8. 8

      End