An order is a request placed by a customer for the delivery of products at a particular location. A B2C order can be created on your Eshopbox workspace through auto-import from an integrated sales channel or via manual import. Learn here more about B2C orders.

Similarly, a return is created on the Eshopbox workspace when an order is requested back for return to the fulfilment location, either as a customer-initiated return or from the courier. Learn here more about returns.

This article will help you understand how ERP integration works for B2C orders and returns.

How it works?

Below is a flowchart that explains the flow of information between the ERP system and Eshopbox for each event.

Overview

Order placement
- Customers place an order on the sales channel.
- Orders are imported to Eshopbox for fulfilment.
- These customer orders need to be created in your ERP as a sale order.
Order fulfillment
- Once orders are fulfilled and invoiced in Eshopbox, they should be recorded in your ERP.
Order cancellations
- In case of order cancellations by the customer or by your team, the cancellation should be reflected in your ERP.
Returns processing
- When a customer requests a return, sales channels approve and assign a courier to pick up the return.
- After the return is picked up, a refund is initiated to the customer and deducted from your account.
- Returns are created in Eshopbox, and credit notes should be recorded in your ERP.
Handling return cancellations:
- If a return is cancelled by sales channels after pickup (due to a switcheroo case or incorrect item delivery), the corresponding credit note applied to the order should be cancelled.

Based on the above information, Eshopbox has categorized each update as an event that requires updating in your ERP system. The table below outlines various scenarios where action is necessary based on the transaction status of the order in Eshopbox and the corresponding status in your ERP system.

For example, consider event OR1: when the transaction status is OPEN in Eshopbox, and the order is not present in your ERP system, you should proceed by creating a sales order.

Event code	Event type	Event description	Status in Eshopbox	Status in your ERP	Action required
OR1	Order creation	When a customer places an order on the sales channel, or orders are created via import on the workspace for fulfilment.	Open	Not available	Create a Sale Order.
			Open	Open	No action is required.
OR2	Order fulfillment	When the orders are fulfilled and invoiced in Eshopbox.	Invoiced	Not available	Create a Sale Order and book an invoice.
			Invoiced	Open	Book an invoice.
			Invoiced	Invoiced	Verify if the invoice value, number, and date in Eshopbox match with that on the ERP system match. Update it in case of a mismatch.
OR3	Return processing	When a customer requests a return, the sales channel approves and assigns a courier for return pick up. After the return is picked up, a refund is initiated to the customer, and a return is created in Eshopbox.	Refunded	Not available	Get the order items of the invoice to create a Sale Order and book an invoice. Book a credit note.
			Refunded	Open	Identify the invoice number. Get the order items to book an invoice. Book a credit note.
			Refunded	Invoiced	Book a credit note.
			Refunded	Refunded	Verify if the credit note value, number, date, and return tracking ID in Eshopbox match with that on your ERP system. Update it in case of a mismatch.
OR4	Return cancellation	When a return is cancelled by the sales channel after pickup. For example, return pickup is cancelled due to item mismatch (different or wrong item).	Invoiced	Refunded	Cancel the credit note.
OR5	Order cancellation	When an order is cancelled by the customer or by your team.	Void	Not available	Create a Sale Order and cancel the order.
			Void	Open	Cancel the order.
			Void	Invoiced	Book a credit note.

You can achieve the above automation using the

Get Sales Orders API.
Sales Order Report exported to an FTP or SFTP location. Learn here how to schedule reports on your Eshopbox workspace.

Points to note

It is essential to keep a record of the eshopboxID, which is unique for every item in an order, in your ERP. You need to use this ID to check the status of the order or return. This ID is available with every item in APIs as well as reports.
Data can be fetched from Eshopbox periodically using APIs or reports by passing the Updated at API with the date-time as a filter. You will receive a list of Eshopbox IDs updated during the period, along with their current transaction status (Open, Invoiced, Refunded, or Void).
When you book an invoice or a credit note in your ERP, a unique ID is generated in your ERP. For easy reconciliation and to avoid duplicate or missed bookings, you should update the ERP ID with every invoice and credit note in Eshopbox. You can do so by calling the Update ERP ID API. This can help in keeping track of the transactions which are pending to be recorded in ERP from your Eshopbox workspace.
If you are using Eshopbox as a seller, you should use the same Update ERP ID API to update the invoice and credit note issued to Eshopbox along with the pdf of the invoice and credit note.
Orders and returns for Virtual kit: As physical inventory is absent for virtual kits, orders and returns must be recorded in the ERP system for the virtual kit components. Eshopbox offers component-specific details to facilitate the booking of orders and returns.
Inventory adjustments for return exceptions: In your returns journey, there can be certain incidents that can have an impact on your accounting ledger, inventory reconciliation and claims. You need to perform inventory adjustments for these return exceptions. Learn here more about inventory adjustments.

Troubleshooting B2C Orders and Returns issues

Error	Reason	Action required
Mismatch in the invoice date	This generally occurs with orders where the sales channel generates invoices upon order creation. For example, Flipkart generates an invoice when a customer places an order. However, in Eshopbox, the invoice is printed when the order is marked as Ready to ship. Consequently, the invoiced order on the channel may differ from the order which is ready to ship in Eshopbox.
The invoice total is zero	This generally happens in the case of an Amazon replacement order. In this case, an exchange is created by the customer and for the exchange or replacement order, Amazon generates an invoice at zero price.	Eshopbox provides you with the original order number and invoice price against the replacement order number.
Wrong state or city for the order	When an order is created in Eshopbox where the city or state is interchanged or wrongly provided by the sales channel.	Eshopbox identifies the pin code of the order and maps the state and city with the pin code.
The location code is unavailable	When setting up a new location, make sure to provide Eshopbox with the ERP code specific to that location for configuration.	You need to provide Eshopbox with the Location code.
The customer code is unavailable	When setting up a new sales channel, make sure to provide Eshopbox with the ERP code specific to that sales channel for configuration.	You need to provide Eshopbox with the sales channel code.
Orders and returns of virtual kit	Since physical inventory is not available for virtual kits, it is required to book the orders and returns in ERP for the components of a virtual kit.	Eshopbox provides you with the details of the components for which the orders and returns need to be booked.

Orders and returns

Orders and returns

How it works?

Overview

Points to note

Troubleshooting B2C Orders and Returns issues