.com.doc MKT6170.01

Acehardware.com In-store Pickup Best Practices

  1. Set Up (AOS Logins)
  2. Log in and select the Gear Icon.
  3. Create New User.
  4. User
  5. Manager – Mgr followed by Store number
  6. Store Associates – “Emp” followed by Store number.
  7. Linked to isp email address. Ex. .
  8. Store Leaders – Acenet login and password
  9. Establish a temporary password – Ace1969!.
  10. Roles
  11. Store Manager and Leadership – Store Manager role
  12. Can do everything.
  13. Associates and Cashiers – Store Employee role
  14. Can do all but Canceling Orders, Manually Reassigning, and Managing Users.
  15. Store Association – R94322 Ace Hardware Retailer
  16. First and Last Name
  17. Phone number – Not required
  18. Email – Required
  19. Store Association -Your store
  20. Click “Create User”.
  21. Opt into Email or Text Notifications. Note – Can be adjusted at any time.
  1. Order Notifications
  2. Email Notifications
  3. Automatically sent to the store manager and isp email address.
  4. Store Leaders email addresses can be added.
  5. Text Notifications
  6. Store Manager and Designated store leaders.
  7. Store Associates can opt out of email or text notifications.
  1. In-store PickupProcess
  2. Store associate will receive an email or text notification.
  3. Notify your store team that we have received an order notification. Either handle the order or request that someone else pull the order.
  4. Log onto Acehardware.com Order Management System through KIBO -
  5. If you have an Acehardware.com order that needs to be picked, you should see 1 or higher number under “Print Pick Sheet”. Click on the number.
  6. You should see all Acehardware.com orders that need to be picked. Note – There is a drop down with customer information, order history and order notes.
  7. Add a note with “Picked by (Associate’s Name)”. Click “Proceed with Order”.
  8. Click “Print Pick Sheet”. Print a copy of the Pick Ticket, Customer Receipt and Store Copy.
  9. Pull the order and place in the Staging Area. See Staging Area for instructions.
  10. If all order items are in stock, click “Proceed to Validate Stock”. You can modify the order if necessary. Ex. – You could adjust the order quantity because you sold an item(s) before you pulled the order.
  11. If you can only fill a partial order, adjust the quantity. You will select “No, request transfer”. This will generate a Ship to Store order to complete the order (later pickup).
  12. Once you have pulled the order and have all the items, click “Ready for Pickup”.
  13. Click “Continue” to let the customer know that their order is ready to pick up.
  1. Ship to Store Process
  2. If you have insufficient inventory to fulfill an order or the customer wants to order a non-stocked item, Acehardware.com will generate a Ship-to-Store order.
  3. The item will be shipped on your next RSC truck.
  4. The customer order will be held in the “Waiting for RSC Transfer” until the item has arrived on the truck.
  5. Once the item has arrived, you can process the order – same as In-store Pickup.
  1. Customer Fulfillment
  2. The cashier or customer coordinator will need to identify an Acehardware.com customer.
  3. Ask for the customer’s name. Let them know that you or another associate will meet them at the Pick-up Location with their order.
  4. Call for an associate to pull the customer’s order by last name and bring to the Pick-up Location.
  5. If a second cashier is available, that cashier should pull the order and assist the customer.
  6. If everyone is helping someone, the customer coordinator should go pull the order.
  7. Conversation with customer.
  8. Greet the customer.
  9. Verify the customer by Email Notification (Printed or Digital) or ID.
  10. Verify that the customer received everything on the order.
  11. Get the customer to sign and date the “Store Copy”.
  12. Ask if you can help them get anything else today. If so, help them.
  13. Thank them for their Acehardware.com order.
  14. Complete the Order Process.
  15. Put the signed copy in the envelope.
  16. Sign onto AOS and click on number link by Customer Pickup.
  17. Click dropdown for Order Notes. Create a note – “Checkout by (Associate Name)”.
  18. Click “Process Order” and Select “Customer Accepts”.
  19. If the customer rejects the order for any reason, you will select “Customer Wants to Cancel”.
  20. Partially filled orders can be accepted and then go the returns procedures to return the rejected items. The other option is to cancel the order and create a new transaction through POS register.
  1. Acehardware.com Returns
  2. Login and click “Returns”.
  3. Look up the order by Order Number, Customer Name or Email address.
  4. Find the customer’s order. Verify the customer information.
  5. Click “Create a return”.
  6. Select the item(s) that the customer would like to return. Check the Quantity returned. Select the Reason for the Return.
  7. If you select Damaged/Defective, this creates a claim with Ace Hardware Corporation.
  8. Click “Create Return for These Items”. This will initiate a return.
  9. Click “Process Returns”. You will get a pop-up verifying the return. Click “Process Return for These Items”.
  10. Click “Return #______Receipt” and print a copy of the return receipt.
  11. Ask the customer to sign and date the Store Copy. Provide the customer with their copy and thank them.
  12. Staple to the store copy of the return to the store copy of the order. The customer should have signed and dated both copies.
  13. Thereturn will be credited back to the customer’s account (credit card, PayPal Account, etc.).
  14. It is preferred that you handle Acehardware.com orders from the Acehardware.com Order Management System. If you run through POS, you will not be able to use the returns validation. All customer order and contact information will need to be entered – taking more time.
  1. Staging Area
  2. Set up min. 4’ area in the back room to stage acehardware.com orders.
  3. Layout
  4. Allow space on the bottom shelf for bulky and heavy items.
  5. Use dividers to separate orders.
  6. Use shelf strips (hold bin labels) to display Pick Tickets.
  7. Supplies
  8. Bags
  9. Medium Paper Bag #10 – Ace # 9492646
  10. Large Paper Bag – Ace # 9492554
  11. Larger Paper Bag with Handles – Ace # 9492596
  12. Packing Tape
  13. Highlighter
  14. Sharpie
  15. Instructions
  16. Pull order.
  17. Put order and receipt in bag. Write customer’s last name on the bag.
  18. Place orders in sequence (left to right, or right to left).
  19. Highlight the customer’s name on the Pick Ticket. Place the Pick Ticket in the shelf strip.
  20. Shred the Pick Ticket after the order has been picked up.
  1. Pick-up Location
  2. Designate a location up front for customers to come to pick up Acehardware.com orders.
  3. Make sure the location is visible from the front door.
  4. Make sure the area is signed properly.
  5. Layout
  6. Clear counter space.
  7. Area within the cabinet to keep clipboard with Acehardware.com orders to be picked up and envelopes for orders that have already been picked up.
  8. Supplies
  9. Clipboard and Pen
  10. Envelope for each month or According File Folderwith space for each month.
  1. Signage
  2. Staging Area – Display 4’ sign above designated space.
  3. In-Store – Order all In-store Signage through the Ace Marketing Muscle.
  4. Buy Online, Pick Up In-store Overhead Sign – Item #122011
  5. Pin Pad Signs – Item # 122010
  6. Buy Online, Pick up In-store 8.5”x11” sign – Item #122013
  7. Buy Online, Pick up In-store Door Decal – Item # 122012

Last Printed 9/28/18

.com.doc MKT6170.01

Last Printed 9/28/18

.com.doc MKT6170.01

  1. Support
  2. HR can assist with resetting passwords and setting up new users.
  3. Marketing can assist with in-store signage.

Last Printed 9/28/18