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Omnichannel (v2) Overview
Integrate shopping experiences across channels with Point of Sale's Omnichannel.
Point of Sale's Omnichannel solution allows merchants to seamlessly integrate shopping experiences across various channels. Whether shoppers start their shopping online or in-store, Point of Sale lets stores use the POS to take orders for items that aren't available. They can also use fulfillment modules to fulfill orders from items that are available in-store. This creates a unified and efficient retail experience.
Prerequisites
- Modern POS App Build: 8.4.0 or later.
- Platform Support: iPad and iPhone
- Offline Support: no
Supported Fulfillment Types for In-Store Orders
Set how your store can fill customer orders in the Point of Sale (POS) app.
In-store orders
In-store orders are traditional cash-and-carry orders where customers take the items they purchase home from the store
Pickup Later (In-Store + Online Fulfillment Type)
Pickup Later orders are if customers place an order and select a specific date and time in the future for picking up their items from a store. This option provides customers with flexibility in scheduling their pick-up according to their convenience.
There are two options for this fulfillment type:
- Auto Route—Item isn't available and will be shipped to the store where the customer will pick it up (online fulfillment type)
- Current store—Item is available and the customer will come back at a given time to pick it up (in-store fulfillment type)
Pickup from Nearby Store
Pickup from Nearby Store orders offer two options:
- Customers can place an online order and select to pick it up at a nearby store.
- Customers who are in a store that doesn't have the item they want can place an order in-store, make payment, and then pick up the order.
Supported Fulfillment Types for Online Orders
Set how your store can fill customer orders placed online in the Point of Sale (POS) app.
Ship-to-Home orders
Ship-to-Home orders are shipped directly to the customer's home address. Additional configurations can be set, such as selecting the fulfillment location and selecting a delivery date. This method is convenient for customers who prefer their purchases delivered to their doorstep.
Ship to Home from Current Store
Ship to Home from Current Store orders are where customers make in-store purchases but prefer not to carry their items around. There are two options for handling this:
- An associate takes the shipment information, sets it aside, and ships the items to the address on the receipt.
- The items are placed into fulfillment, packed, and then shipped.
In both cases, customers receive a receipt for the items they take with them and a separate receipt containing shipment information for the items being sent to another location.
Try at Store
Try at Store orders lets customers order products online and select a particular physical store. They then visit the chosen store to personally experience the products, touching, trying on, or testing them before deciding on a purchase. This approach recognizes that many customers like the ease of shopping online, but they also value the feeling of touching products in a physical setting.
Omni Cart Settings
Configure Omni settings to customize product displays and fulfillment options for your Point of Sale (POS) app.
Enabling Omni
For detailed instructions on enabling this feature, refer to this article.
Omni Customization
Product Display Page (PDP)
After turning on and configuring the Omni settings, you will have to configure a PDP layout with the fulfillment type UI component. For more information, refer to this article.
Mixed Cart
You can permit multiple delivery methods in one order. You can order from stores or ship the product to the customer's home if the product isn't available. For more information, refer to this article.
You can also configure fulfillment combination rules, allowing you to block certain Omni-type combinations in the POS cart. For more information, refer to this article.
Single Fulfillment
If you'd rather have a single fulfillment type in a single order but still have the option to select in the POS app, refer to this article.
External Shipping
You can retrieve shipping methods by using an API. This feature is not supported if the multiple shipping method is enabled. For more information, refer to this article.
Shipping Methods
You can set up available shipping methods within the CMS or through an API. You can also decide whether different shipping methods are allowed or not for a single order.
Omni POS App Flow
For a visual representation and detailed insights into the appearance and functionality of the Omni feature on the POS app, refer to this article.
Supported OmniChannel Attributes
Set OmniChannel attributes in Point of Sale CMS to provide details for fulfilling orders.
Addition
As part of the Omni feature, the attributes are newly added, and they’ll be supported only if the OMNI flag is enabled.
| Attributes | Descriptions |
| Fulfillment subtypes (order.productList.fulfillmentSubType) - SHIP\\\_TO\\\_STORE - PICKUP\\\_NEARBY - SHIP\\\_TO\\\_HOME |
|
| pickupLocation (order.productList.pickupLocation) | Store details of where the item will be picked up. It’s mandatory if an item is for SHIP\_TO\_STORE. |
| fulfillmentLocation (order.productList.fulfillmentLocation) | Fulfillment Location - Store details from where the item will be fulfilled. It’s mandatory if an item is for SHIP\_TO\_HOME or SHIP\_TO\_STORE. |
| omniFulfillmentType (order.productList.omniFulfillmentType) | Omni fulfillment options. This isn’t mandatory, but nice to have. |
| omniFulfillmentLocationType: (order.productList.omniFulfillmentType) | Omni fulfillment location options. This is not mandatory, but nice to have. |
Deprecation
As part of the Omni feature, the attributes in the table are deprecated. These attributes won’t be supported if the Omni flag is enabled.
Fulfillment subtypes (order.productList.fulfillmentSubType): The subtypes won’t be supported. Hence, merchants will have to update their order posting and order retrieval endpoints accordingly.
| Deprecated Fulfillment Sub-Type | New Fulfillment Sub-Type | |
|---|---|---|
| 1 | Buy Online, Ship to Store (BOSS) | SHIP\_TO\_STORE (and Fulfillment Type: ONLINE) |
| 2 | Buy Online, Pick up in Store (BOPIS) | PICKUP\_NEARBY (and Fulfillment Type: IN\_STORE) |
The fulfillment subtypes have been deprecated to streamline the Omni flow. Refer to the API spec on the Order SPI.
For more information, refer to the API spec on the Order SPI.
For product details, there are two fields: and . orderProductList has a list of products sold. productList is a subset (if there have been any returns or exchanges) and it has a list of products sold with returned products/quantities removed/adjusted. For example, productList gives you the remaining products in the order which aren’t returned. If mapping to an ERP system, use orderProductList and returnProductList instead of productList to simplify the ingestion logic.
For fulfillment details, there are two fields: and . If mapping to an ERP system for cash/carry/charge, use fulfillmentType, and fulfillmentSubType instead of omniFulfillmentType.
Known Issues and Restrictions
Familiarize yourself with the limitations of Point of Sale's Omnichannel.
Fulfillment Type Configuration
- In-Store fulfillment type must be configured in Omni's settings for in-store exchanges or no-receipt returns (NRR).
- Ship to Home fulfillment type must be configured in Omni settings for online exchanges or NRR.
Fulfillment Type Behavior on App
- Not on File and Alteration flows on the app will always add the item as In Store, regardless of other settings.
- Special Item and Custom Made Items flows on the app will always add the item as Ship to Home with an autoroute option, and the fulfillment type can’t be changed for these items.
- Products added with serial numbers won't have the option to change the fulfillment type on the cart screen.
- The delivery date section is only available for items shipped to home and fulfilled with the auto route option. It doesn't apply to ship-to-home items fulfilled from a store.
- If an item in the cart has the fulfillment type as Pickup from Nearby Store or Ship to Home From Current Store, the fulfillment location at the item level ccan't be edited.
- The app will throw an error message if a particular store doesn't use the Try at Store option for Try at Store items.
- Custom-made items' fulfillment type can’t be changed to Try at Store on the cart screen.
- Customer-made or special items' fulfillment type can’t be changed to In Store on the cart screen.
- CMS will throw an error message if both the fulfillment type of Ship to Home From Current Store and Ship to Home with default fulfillment from Current Store are selected, as this is redundant.
- External Shipping Method: Selected Shipping method will reset if a customer is logged in and another item with a different fulfillment type is added to the cart.
- Nonmerchandise items (for example cash tips, bag fees) will have fulfillment options on the POS app. Currently, there's no option to remove these fulfillment choices. It’s the store's responsibility to oversee and manage the fulfillment options for nonmerchandise items (In-Store, Ship to Home, and so on).
Fulfillment Type Changes and Pricing
- If an item is shipped from a store to a website, the price overrides or discounts at the item level will be taken out and you will need to add it back. This doesn't apply to cart overrides or discounts.
Fulfillment Type Limitations in Express Checkout
- Pickup Near-By Store and Try At Store options are not supported in Express's checkout flow when set as default fulfillment with the mixed cart flag off.
