Store Orders
Overview
The Global‑e Merchant Portal allows Merchants with stores in various countries to ship orders to stores, process deliveries to customers from these stores, process returns from customers to stores, and send back the returned items from the store to the Merchant
This document provides the steps required to enable the appointed store personnel to receive and check in parcels, process returned items, consolidate returns, and send the parcels back to the Merchant.
Note
The colour scheme of the Global‑e Merchant Portal menu may either be grey or orange.
All the screens and illustrations displayed in this document are provided as examples.
Terminology
The following terms are used in this document.
Term | Description |
|---|---|
Merchant | The company for which you work |
Global‑e Merchant Portal | The Global-e interface to use to process store orders |
Store Admin (SA) | The Merchant's store employee in charge of creating users and handling standard order check-in and return procedures |
Store User (SU) | The Merchant's store employee in charge of processing and handling standard order check-in and return procedures |
Order ID | Also called Order Number: Unique Global‑e order identification number. Example: GE23311623GB. |
Store Label | The Store Label is attached to each parcel. It includes the parcel code (as a bar code and a number under the bar code). Example: 23311623-9-1. |
Shipping Label | The Shipping Label is attached to each parcel. It includes the tracking number. |
Return Shipping Label | The Return Shipping Label is created and attached to the parcel by the Store personnel before returning items to the Merchant. |
Prerequisites
Make sure you have the following items ready before getting started:
A username and password to access the Global‑e Merchant Portal.
This is provided by the Global-e Admin.
Global-e also prepared your initial Store Orders environment by:
Creating users
Users are the store employees in charge of processing store orders and recording the store order information.
Store User: in charge of performing the standard order check-in and return procedures.
Store Admin: performs the same standard procedures implemented by the Store User. This user can also create additional Store Admins and Store Users. See Create and Edit Users for more information.
Associating each user with the relevant stores.
Important: to configure users for the Store Orders feature, you must be a Store Admin.
A regular printer to print labels and applicable documents.
For returns: Adequate packing materials including boxes, bags, scissors, tape, and more.
Recommended: A barcode scanner to process orders. You can also process it manually.
Note
This documentation assumes that you have the correct role permissions and credentials to perform the procedures on the Merchant Portal.
Check In Incoming Orders
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Check In Parcels Using the Parcel Code (Standard Process)
When receiving an order, perform the following procedure for each parcel.
For each parcel in the order, repeat the following procedure.
To check in a parcel with the parcel code:
From the Store Orders menu, select Check in.
Navigating to the Check-in Orders Screen
The Check-in Orders screen opens.
Check-in Orders Screen
On the store label, locate the parcel code.
The parcel code consists of a bar code and a number (generally under the bar code).
See the example in Figure: Check-in Orders Screen (above) and details in the Store Label.
Scan the bar code – or –
Copy the parcel code number (from under the bar code) and type it in the field Enter parcel code.
Enter the Parcel Code
Before checking in, inspect the parcel.
If the parcel is damaged, see Recording a Damaged Parcel.
If the parcel is intact, click Check in Parcel.
The confirmation message Parcel [Parcel Code] added successfully appears at the bottom of the screen.
Check-in Screen – Parcel Added Successfully
The parcel has now been checked into the Global-e system; it is used to recognize the order’s specific parcel.
The customer has been notified.
Note
If the parcel check-in fails (for example, the parcel ID was not found) contact Global‑e’s customer support. See Contact Details and Escalation Process.
In the Global‑e system, the status for this order is set to Delivered to Store.
Check In Parcels Using the Tracking Number
If this configuration is set up, instead of using the parcel number, you can check in orders to the Global‑e Merchant Portal by using the tracking number displayed on the parcel’s Shipping Label.
For each parcel in the order, repeat the following procedure.
To check in a parcel using the Tracking Number:
From the Store Orders menu, select Check-in (see Figure: Navigating to the Check-in Orders Screen).
The Check-in Orders screen opens.
Check-in Orders Screen with Tracking Number
On the shipping label, locate the tracking number (generally under the bar code). See Shipping Label.
On your screen, enter (type) the Parcel’s Tracking Number.
Enter the Parcel Tracking Number
Before checking in the parcel, inspect it:
If the parcel is damaged, proceed with Recording a Damaged Parcel.
If the parcel is intact, click Check in Parcel.
The parcel has now been checked into the Global-e Merchant Portal.
Make sure to repeat this procedure for each parcel.
Note
If the parcel check-in fails (for example, if the parcel ID was not found), contact Global‑e’s customer support.
Once all parcels have been checked into the system:
The Global‑e Merchant Portal sends (automatically) an email to the customer stating that their order is ready for pick-up.
The Global‑e Portal status for this order is set to Delivered to Store.
Record a Damaged Parcel
If the parcel is visibly damaged, open, or otherwise unfit to present to the customer, perform the following procedure.
To record a damaged parcel:
In the Check in Orders Screen, enter the parcel code.
In the field Add Order Annotation, add a description of the issue.
Click DAMAGED PARCEL.
The entire order is recorded as damaged.
Prepare the parcel to be returned to the Merchant. See Preparing the Parcels for Return Shipment to the Merchant.
Note
Note: Make sure to include this parcel in the next consignment box to be returned to the Merchant.
Examples of Documents: Parcels Shipped to Store
The Store Label and Shipping label are applied to each parcel that arrives at the store. This section details the information on these labels to check-in orders so that you can perform the check-in accurately into the Global-e Merchant Portal.
Store Label
A store label is mandatory on each parcel that implements the standard process. See Checking in Parcels Using the Parcel Code (Standard Process).
The store label includes:
The name of the sender (Merchant)
The store’s details
The customer details
The Global‑e Order ID
A bar code consisting of the parcel code and underneath, the parcel code number.
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Parcel Code
Note that the presentation of the Store label varies according to the Merchant template.
Example:
In the following example, order GE23311623GB contains two parcels. Each parcel bears a store label with a unique code number identifying the parcel
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Label and Parcel Code
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Label and Parcel Code
Shipping Label
The shipping label is mandatory on all parcels.
The shipping label includes a bar code and underneath (generally), the tracking number.
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Tracking Number
The following figure shows examples of shipping labels.
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Examples of Shipping Labels and Tracking Numbers
Process an Order Collected by the Customer
Once all parcels in an order have been successfully checked in, the customer is notified by email that their order is ready to be picked up. When a customer picks up their order, you (the store user) must verify that you are handling the correct parcel and only then, mark the order collected by the customer in the Global‑e Portal screen.
For each parcel in the order, repeat the following procedure.
To record the order as collected by the customer:
From the Global‑e Merchant Portal’s Store Orders menu, select Collect Orders.
Navigating to the Collect Orders Screen
Optional: If you are associated with several stores, you are prompted to select your current location. Select your current store and click OK.
Selecting your Current Store Location
The Collect Orders Screen is displayed.
Collect Orders Screen
Search for the order by entering one of the following:
The Order Number [Global-e Order ID. Example GE23311623GB]
The Customer Name
The Customer Email
Click Search Orders.
The order and the number of parcels contained in the order are displayed in the Number of Parcels column.
Pay attention to the number of parcels included in the order to make sure that the customer receives all the parcels. See Figure: Collect Orders – Searching for an Order.
Get the relevant parcels.
Verify that the Order ID on each parcel corresponds to the order ID on your screen.
If the IDs match, hand over the parcels to the customer.
On your screen, on the order row, in the Actions column, click Collected.
In the Global‑e Merchant Portal, the status changes to Delivered to Customer. See Figure: Collect Orders – Delivered to Customer, at the end of this section.
Note
Make sure to repeat this procedure for each order.
The following screens show how to retrieve a specific order and the order status after it was collected by the customer.
Collect Orders – Searching for an Order
The status Delivered to Customer is displayed after the process is completed and the customer has collected the order.
Collect Orders – Delivered to Customer
Process Returned Orders
| (Duration: 4:14) |
Processing Returns - Quick Start
For each parcel, repeat the following process.
Step 1 | Log in to the Portal. (If you are the Store Admin, select the current store). | |
Step 2 | Find the order associated with the items being returned. | |
Step 3 | Process RMA or non-RMA returns, as required. | |
Step 4 | Prepare the parcels for the return shipment to the merchant:
| See Preparing the Parcels for Return Shipment to the Merchant |
Find the Relevant Order
To find the order related to the items that the Customer is returning:
Ask the customer for their order ID (provided in the Order Confirmation email).
From the Global‑e Merchant Portal, go to Store Orders > Store Returns > Process Return.
Optional: If you are associated with several stores, you are prompted to select your current location. Select your current store and click OK.
The Store Returns screen is displayed.
Find the relevant order by entering the Order Number provided in Step 1. If the customer does not have their order ID handy, search for the order by customer name or email. For more details, see Find an Order by Name and View the Details of an Order.
Click Search Orders.
The order is displayed in the search results.
If using the name or email address, the order or the list of orders related to the customer is displayed. Select the order containing the items that are returned. See Find an Order by Name and View the Details of an Order.
Process the Return, as detailed in section Process a Return to the Store.
Find an Order by Number (Order ID)
To find an order by using the Order Number:
Enter the Order Number (Order ID) and click Search.
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Finding an Order Using the Order ID
Find an Order by Name
To find an Order by Name (or email):
Enter the customer's name and click Search.
Open each order by clicking the order ID (in orange) until you find the correct order containing the items being returned. Verify that the returned items belong to the order.
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Finding an Order by Name
View the Details of an Order
To view the contents of an order:
Click the order ID (in orange) to view the order details.
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Viewing the Details of an Order
Process a Return to the Store
Processing a return to the store consists of preparing and printing the RMA documents. A customer can return products with or without an RMA.
If a customer returns items without RMA documents or if in the Store Returns Screen the Returns button is not displayed, you (the store user) must create the RMA. See Processing a Standard (Non-RMA) Return.
If a customer presents pre-printed RMA documents, they have already initiated the returns process at home. See Processing an RMA Return.
Process a Standard (Non-RMA) Return
To process a standard return, you must create an RMA:
On the Order line, in the Actions column, click RMA
The Returns Portal screen proceeds to step 2. Select items to return, the current step in the Returns process.
Select the item quantity (Qty) returned by the customer.
Ask the customer the reason for the return.
From the drop-down menu, select the reason for returning the items.
Click Next.
The Returns Portal proceeds to step 3. Create return label.
This area shows the RMA number and provides packing, shipping, and refund information.
Click Print return label.
The RMA consisting of the Return Label and the Return Note is downloaded in PDF format to your computer.
Send the RMA to the printer.
Prepare the parcel for return to the Merchant:
Pack the items in a parcel together with the printed Return Note and seal it.
Attach the printed Return Label to the parcel.
Place the parcel in the consignment box.
For more information, see Preparing the Parcels for Return Shipment to the Merchant (including the EOD procedure).
Process an RMA Return
If a customer presents the items with a pre-printed RMA, they have already initiated the returns process at home and the RMA is registered in the Global‑e system.
To process a return with an RMA:
In the Store Returns Screen, on the Order row, in the Actions column, click Returns.
An RMA pop-up associated with the customer opens; this pop-up shows all RMAs that the customer has created at home (after clicking Returns).
Note
Before checking in the return, verify that there is a match between the returned items listed on the Return Note and the RMA screen. See Return Note.
If there is a match, on your screen under the relevant RMA, click Check in.
The items are checked in as a returned item.
Once you checked in, a Refund option is displayed.
Note
The refund option is enabled by default. This option can be disabled upon Merchant's request.
Note
Repeat this procedure for each item that the customer returns.
Prepare the parcel for return to the Merchant:
Pack the items in a parcel together with the printed Return Note and seal it.
Attach the printed Return Label to the parcel.
Place the parcel in the consignment box.
For more information, see Preparing the Parcels for Return Shipment to the Merchant and with the EOD procedure.
Example of an RMA
This section shows an example of an RMA for goods returned to the store. The RMA consists of an RMA Label and RMA Note.
Return Label
Note the RMA Number on the Return Label.
Return Note
The Return Note shows the items that the buyer selected on the Returns Portal (in this example, one casual Ring Backpack).
Prepare the Parcels for the Return Shipment to the Merchant
This section details the steps required to prepare, record, and return items to the Merchant.
Consolidate all RMAs as Consignments
Returned items are collected regularly from stores.
Before collection, you must consolidate returns as consignments and send them back to the Merchant.
To ship returns to the processing facility (returns hub), you must generate the Consolidated Shipping Label and Returns Proforma Invoice and attach them to each consignment box before courier pick up. See Creating and Printing the Return Documentation.
Perform the End of Day Procedure
To perform the EOD procedure:
Access the Returns EOD Screens: From the Global‑e Merchant Portal, go to Store Orders > Store Returns > Returns EOD.
The Returns End of Day screen opens.
Optional: If you are associated with several stores, you are prompted to select your current location. Select your current store.
Select your current store location.
Note: The list of stores is only shown to users that are associated with multiple stores. All RMAs are listed. All RMAs checked into the store are selected by default.
Place all items to be returned (RMAs) in a dedicated consignment box together with the relevant documentation (the Return Shipping Label and Proforma Invoice). See Creating and Printing the Return Documentation.
Verify that the correct parcels are being shipped back to the merchant by comparing the order ID on the Return Label with the order ID listed in Figure: Returns End of Day RMA List.
In the RMA list, clear each RMA (parcel) that does not have a corresponding parcel in the consignment box.
Click PROCEED.
The Consolidation End of Day Popup is displayed.
In the dedicated box, add the number of outer boxes (consignment boxes) you are returning.
Click CONFIRM PROCESS EOD.
This updates the status of all RMAs in the Global-e system to Dispatched by Returns Operator.
A Consolidated Shipping Label and the Return Proforma invoice are generated in the system; these documents are printed after clicking the Print button.
The End of Day process is now complete. The total number of consignment boxes (outer boxes) processed is displayed.
Now, you need to process the documentation and make the shipping arrangements, as detailed in the following section.
Create and Print the Return Documentation
To create and print the documentation:
In the last Consolidation EOD screen, click PRINT AWB and INVOICE.
The following documents are printed:
The Invoice detailing the content of all returned products in the entire consolidated parcel. (See Figure: Returns Proforma Invoice in Examples of Documents: RMA Returns to the Merchant,
The Consolidated Shipping Label (see Figure: Consolidated Shipping Label in Examples of Documents: RMA Returns to the Merchant.
Apply a pouch on each consignment box and insert the following documents in each pouch:
The Consolidated Shipping Label
The Return Proforma Invoice
Contact the shipper (DHL, for instance) the day you are shipping the returns to the Merchant.
Examples of Documents: RMA Returns to the Merchant
This section provides an example of a Consolidated Shipping Label and a Returns Proforma Invoice (consolidated invoice).
Consolidated Shipping Label
The shipping label is printed on the Shipper’s template and applied to each consignment box returning to the Merchant. If a Waybill is required, hand the document to the courier.
 Consolidated Shipping Label |
Consolidated Shipping Label |
Returns Proforma Invoice (Consolidated Invoice)
The following example shows a Returns Proforma Invoice listing the order items that are returned to the Merchant.
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Returns Proforma Invoice
Process Uncollected Orders
Customers shall collect their orders from the store within a specific period. Beyond this period, the status of the order is marked uncollected. In this case, process the order as a return and ship it back to the merchant.
To process uncollected orders as a return:
On the row of uncollected orders, click Collected.
Prepare the Parcels for Return Shipment to the Merchant.
This includes:
The following example shows an order with an uncollected status.
Uncollected Order
Contact Details and Escalation Process
If you need help:
