Instant message/notice from eCom to Retail when an item is sold online?

sriesrie Member Posts: 4
Hello,
Is there any option in Lightspeed omnichannel for notifying Retail when an item is sold online? Currently we are experiencing issues during busy periods whereby an item is sold online but retail staff are unaware of the sale, and subsequently end up selling the same item in-store as well. A notice does pop up when the item is scanned at the POS, but at that point it is too late as the store customer has already tried on the product and is ready to complete the sale. Our staff cannot turn around and tell the customer "sorry but this item has been sold online already". So we're having to allow the sale in-store and then refund the online sale. It's messy.

Is there any feature or work-around so that retail staff can be instantly notified when an item is sold online? This would enable retail staff to then pick the item right away and avoid double selling. Running reports manually isn't suitable as this is not practical throughout the day when the store is busy.

Thanks  

7 comments

  • gregaricangregarican Member Posts: 504 
    I don't use eCom, but imagine since webhooks are available for an online sale, then that could push a trigger to a third party web service. That in turn could alert staff via an e-mail, an SMS message, etc. of whatever the receiver can provide. Here's a tutorial about webhooks --> https://developers.lightspeedhq.com/ecom/tutorials/webhooks/

    For our businesses, an online sale triggers an e-mail to backoffice fulfillment staff of the event. Then those staff reach out to the stores to have them physically pull the item for fulfillment. As long as our staff is somewhat responsive then there's little chance of overlap. The odds of the exact same item being immediately brought up to POS for ringing out are very small. 
  • sriesrie Member Posts: 4
    I don't use eCom, but imagine since webhooks are available for an online sale, then that could push a trigger to a third party web service. That in turn could alert staff via an e-mail, an SMS message, etc. of whatever the receiver can provide. Here's a tutorial about webhooks --> https://developers.lightspeedhq.com/ecom/tutorials/webhooks/

    For our businesses, an online sale triggers an e-mail to backoffice fulfillment staff of the event. Then those staff reach out to the stores to have them physically pull the item for fulfillment. As long as our staff is somewhat responsive then there's little chance of overlap. The odds of the exact same item being immediately brought up to POS for ringing out are very small. 
    Nice work-around, I was thinking email myself. To be honest, in a true omnichannel system a work-around shouldn't be needed though. There should be a notification of some sorts sent to Retail that flashes up on the POS, as it's kind of a vital part of in-store retail and eCom working in tandem. Especially when there is a sale event on and thus a high volume of transactions, as we have experienced ourselves over the past few weeks.
  • tpbolatpbola Member Posts: 14
    I used the MailClerk app for Slack for this.
  • shoehnshoehn Member Posts: 13

    “Is there any feature or work-around so that retail staff can be instantly notified when an item is sold online? This would enable retail staff to then pick the item right away and avoid double selling. Running reports manually isn't suitable as this is not practical throughout the day when the store is busy.”


    I agree, this is definitely lacking in LS, we shouldn’t need work arounds, the system should manage this on it’s own.

  • mattangermattanger Member Posts: 32 ✭

    I was working on a little side project that might address this. It doesn't look like there is an app for eCom that just sends alerts for new orders ( or changes ). Looks like there's one that requires and app and does a lot more.. but not everyone it may need that. If there is some reasonable interest I could probably spend a little time to get it ready for someone(s) to test.

    As of now, it just sends an SMS/Email or both when an order is created. If anyone is interested I might be motivated to finish it!

  • Stephanie MaddelinStephanie Maddelin Member Posts: 28

    I also would love to have it in the pos app.

    I’m used to have Lightspeed On-site and over there, we had a small pop up when there were new orders.

    now with retail and ecom I have an app, but I prefer that my staff don’t have a cellphone in there pockets...

    on the pos/iPads I don’t use the mailprogram, only in our office in the back. But when it’s crowdy in the shop, we aren’t in the back. So a pop up on our pos screen to print the webshop sales in retail on our star printer would be so perfect :)

    then we can print that sales evrytime we end up at our ipad / pos before we start a new sales, first finish our customer and we can take the products out of the shop immediately :)

  • VintageWineGuyVintageWineGuy Member Posts: 101 ✭

    There is an App that shows eCom order alerts, that is mostly what we use. Everyone's phone buzzes when an order comes in.

    But, I will say that no technology fixes what is essentially a labor/inventory issue - I have tried. We have the same issue where someone will buy hot items off our website, off our third-party sites (like Drizly or Vivino), and in the store, and we realize it's all the same bottles. The guys in the store just never pick it fast enough, or process the transaction fast enough. I've gotten to the point where we often underreport inventory in the system when we have sales just so there is a buffer, then clean it up after the fact. It's a terrible process, but the other choice is to hire extra staff to immediately process orders.

Sign In or Register to comment.