Process eCommerce (SmartEtailing) sales

Importing your eCommerce sales from your website into Ascend provides the following benefits:

  • Monitor your online inventory and sales from Ascend.
  • Eliminate the need to manually enter eCommerce transactions into Ascend.
  • Be alerted when new eCommerce sales are available for download.
  • Ensure that online sales are fulfilled promptly.
  • Optimize business efficiency.

If your dealership is eligible for the Supplier Fulfillment program, suppliers fulfill eCommerce sales based on the dealership's preferences. Contact SmartEtailing for details.

Sherpa tip: Do not process Trek Connect E-Commerce (Trek Click & Collect) orders using this process. See the Get started with Trek Connect E-Commerce article for details.

Download eCommerce sales to Ascend

Sherpa tip: Ascend checks for new eCommerce sales every five minutes. Your Supplier Fulfillment and Order Export settings on SmartEtailing may delay when orders are available for import.

  1. When a new eCommerce order is available for import, an eCommerce Sales are available to download reminder displays in the Messages pane on the Desktop. Double-click this item or select the View menu > eCommerce Sales.
    Sherpa tip: This message is automatically removed once all eCommerce orders are imported.
  2. If the customer and all product information matches, a transaction is automatically created and all products are removed from inventory – the barcode displays in the Ascend Barcode column and the Status column displays New.
  3. If additional action is required, one of the messages below display in the Status column. No transaction has been created, and products remain in your inventory.

Customer ID Needed

Ascend automatically matches the eCommerce customer if:

  • The email address the customer entered on your website matches an email address entered in your system.
  • The customer has previously been matched on an eCommerce sale.
    Sherpa tip: Ascend customer information is not overwritten by the information entered on your eCommerce website. If a customer’s information requires an update, their record must be manually edited.

  1. From the toolbar, click the Identify Customers button.
  2. In the Customer Search section, search results which match the customer's Last Name automatically display. If necessary, other search options can be used.
  3. Select the correct Ascend customer and click the Select Customer button.
  4. If the correct Ascend customer is not found, click the Create New button to create a customer record using the information entered on the eCommerce order.
    Sherpa Tip: Always search for variations of the customer's name, including misspellings, before adding them.

Product Match Failed

Ascend automatically matches the eCommerce product if:

  • The eCommerce item's GTIN matches the Ascend product's UPC field.
  • The eCommerce item's MPN matches Ascend product's Manufacturer’s Part Number field.
  • If an eCommerce item matches multiple Ascend products, the item cannot be automatically recognized by Ascend. Use Tools > Advanced Database Functions > Remove Duplicate In-Store Products to clean up your product list (if you plan to offer special orders through your website, be sure to uncheck Inventory Only).

Sherpa tip: To ensure all products on your website match Ascend, use the eCommerce export feature and do not manually create product listings on your website.

  1. Open the order in your eCommerce website’s admin area (use the information from the eCommerce Order ID column).
  2. Use the GTIN and/or MPN values to search for the product in Ascend. If the product cannot be found, search by description or other identifying information.
  3. If the product cannot be found in Ascend, manually add it.
    Sherpa tip: Regularly check for and import vendor/supplier files from www.ascendrms.com to minimize the need to manually create products.
  4. Return to the eCommerce Sales screen – the Product Match Failed Status is resolved, and a transaction is created for the order.

Sherpa tip: Order information cannot be re-sent to Ascend – if the product information is incorrect in SmartEtailing, this message cannot be resolved for the initial order. Update the product on your website to prevent the issue on future orders – create the transaction manually, and contact the Ascend Support Team with the eCommerce Order ID to have the order cleared from your system.

Process Sale Failed

This message occurs if:

  • When an eCommerce order includes both supplier-fulfilled and retailer-fulfilled products, the order is split into separate transactions in Ascend. If one transaction has the Product Match Failed status, the other transaction receives the Process Sale Failed message. When Product Match Failed is resolved, Process Sale Failed is resolved.
  • On occasion, Ascend may erroneously display this message instead of Product Match Failed - follow the steps above to confirm all products on the order match between Ascend and SmartEtailing.
  • In your SmartEtailing Order Export settings, ensure Select API Version > API Version 2 is selected.
    Sherpa tip: Order information cannot be re-sent to Ascend – if this option is incorrect, this message cannot be resolved for the initial order. Update the product on your website to prevent the issue on future orders – create the transaction manually, and contact the Ascend Support Team with the eCommerce Order ID to have the order cleared from your system.
  • The order information may have gotten corrupted when it was sent from SmartEtailing to Ascend. Contact the Ascend Support Team with the eCommerce Order ID for assistance.

Fulfill the eCommerce sale

SmartEtailing allows you to provide your customers multiple options for receiving their order. Ascend’s eCommerce Sales screen allows you to determine the order’s fulfillment method at a glance.

(multi-store retailers) Orders shipped to customers are only available to import at the location marked as your Primary eCommerce Location.

Fulfillment Type

Ascend PO Number

Shipping Type

Supplier fulfilled: Direct ship to customer

Displays as SEB: {eCommerce order number}.

Displays the shipping method the customer chose on your website (e.g. Ground).

Supplier fulfilled: In-store pickup

Displays as SEB: {eCommerce order number}.

Displays In-Store

Pickup.

Retailer fulfilled: Ship to customer

Blank.

Displays the shipping method the customer chose on your website (e.g. Ground).

Retailer fulfilled: In store pickup

Blank.

Displays In-Store

Pickup.

Sherpa tip: The eCommerce Sales screen can be filtered and further customized for easier use.
Orders are automatically removed from this screen when their Status has been Completed for more than 30 days.
A separate eCommerce sale is created in Ascend for each fulfillment method used – a single eCommerce Order Number may have multiple associated eCommerce sales in Ascend. For example, two separate sales display if both a supplier and the retailer are fulfilling parts of the sale.
Do not modify the price of eCommerce sales items without contacting the customer. If the sale price is modified in Ascend, the customer's payment must be updated on the eCommerce website.
If an issue exists with fulfilling the customer's sale, call the customer or utilize the Email button on the toolbar.

Supplier fulfilled: Direct ship to customer

On the eCommerce Sales screen, an Ascend PO Number is populated, Shipping Type displays the customer’s selected shipping method (e.g. Ground), and Shipping Address displays the address the customer entered for delivery.
Sherpa tip: The order is highlighted in yellow if the customer entered a different Shipping Address from their Billing Address.

The sale item(s) is automatically marked as special order in Ascend.
Sherpa tip: The status of all outstanding special orders for customers can be viewed from the Ascend Desktop > View menu > Special Ordered Items. The purchase order for the special order item(s) is automatically created and received.
Trek-fulfilled orders process overnight – the status can be viewed on their B2B site at any time after processing. Orders are not available for import into Ascend until processing is complete.

  1. Verify or process payment on your eCommerce website.
  2. Double-click the order to open the transaction.
  3. Any shipping charges configured on your eCommerce website display in the Shipping field.
  4. On the Payments toolbar, click the eCommerce button.
    Sherpa tip: If you have a large number of payment types, you may need to click the >> button to view more types.
    If you accept PayPal or other payment types online, select the custom payment type you created for this type.
  5. In the Payment dialog box, select the credit card type (e.g. VISA, MC, AMEX) from the Card Type dropdown.
  6. (optional) In the Comments field, enter any additional information (e.g. approval number).
  7. Click the Save button.
  8. On the Complete Special Orders prompt, click the Yes button.
  9. On the Paid in Full Transaction prompt, click the Finish as a Sale button. The transaction is finished (closed) as a sale.
  10. On the eCommerce Sales screen, select Completed from the Status dropdown.
  11. Select a different order and click the Save button (at the bottom of the screen).

Supplier fulfilled: In-store pickup

On the eCommerce Sales screen, an Ascend PO Number is populated, Shipping Type displays In-Store Pickup, and Shipping Address displays the address the customer entered for delivery.
Sherpa tip: The order is highlighted in yellow if the customer entered a different Shipping Address from their Billing Address.

The sale item(s) is automatically marked as special order in Ascend.
Sherpa tip: The status of all outstanding special orders for customers can be viewed from the Ascend Desktop > View menu > Special Ordered Items. The purchase order for the special order item(s) is automatically created.
Trek-fulfilled orders process overnight – the status can be viewed on their B2B site at any time after processing. Orders are not available for import into Ascend until processing is complete.

When the order is available for import:

  1. Verify or process payment on your eCommerce website.
  2. Double-click the order to open the transaction.
  3. Any shipping charges configured on your eCommerce website display in the Shipping field.
  4. On the transaction toolbar, click the Keep Open button.
    Sherpa tip: Do not finish (close) the transaction until the customer picks up their order.
  5. On the Payments toolbar, click the eCommerce button.
    Sherpa tip: If you have a large number of payment types, you may need to click the >> button to view more types.
    If you accept PayPal or other payment types online, select the custom payment type you created for this type.
  6. In the Payment dialog box, select the credit card type (e.g. VISA, MC, AMEX) from the Card Type dropdown.
  7. (optional) In the Comments field, enter any additional information (e.g. approval number).
  8. Click the Save button.
  9. On the eCommerce Sales screen, select Special Order from the Status dropdown.
  10. Select a different order and click the Save button (at the bottom of the screen).

When the vendor/supplier order comes in:

  1. Receive it as normal.
  2. Send a notification using the customer’s preferred method.
  3. Print a receipt to attach to the order items and move them to your designated special order/layaway area.
    a. From the Vendor Order screen, select the File menu > Print Special Order Receipts > Print Special Order Receipts – All.

When the customer comes to pick up their order:

  1. From the Ascend Desktop, select the View menu > eCommerce Sales.
  2. Double-click the order to open the transaction.
  3. (optional) In the Comments field, enter a note with the date the customer picked up their order.
  4. On the transaction toolbar, click the Save button.
  5. On the Complete Special Orders prompt, click the Yes button.
  6. On the Paid in Full Transaction prompt, click the Finish as a Sale button. The transaction is finished (closed) as a sale.
  7. On the eCommerce Sales screen, select Completed from the Status dropdown.
  8. Select a different order and click the Save button (at the bottom of the screen).

Retailer fulfilled: Ship to customer

When the order is available for import:

  1. Verify or process payment on your eCommerce website.
    Sherpa tip: Government regulations may prohibit processing payment before items are shipped. Ship items the same day payment is processed in order to avoid accounting issues.
  2. Double-click the order to open the transaction.
  3. Any shipping charges configured on your eCommerce website display in the Shipping field.
  4. On the transaction toolbar, click the Keep Open button.
    Sherpa tip: Do not finish (close) the transaction until you’ve shipped the customer’s order.
  5. On the Payments toolbar, click the eCommerce button.
    Sherpa tip: If you have a large number of payment types, you may need to click the >> button to view more types.
    If you accept PayPal or other payment types online, select the custom payment type you created for this type.
  6. In the Payment dialog box, select the credit card type (e.g. VISA, MC, AMEX) from the Card Type dropdown.
  7. (optional) In the Comments field, enter any additional information (e.g. approval number).
  8. Click the Save button.
  9. Print a receipt to attach to the order items and move them to your designated special order/layaway area.
  10. On the eCommerce Sales screen, select Ready for Shipping from the Status dropdown.
  11. Select a different order and click the Save button (at the bottom of the screen).

When the order is shipped:

  1. From the Ascend Desktop, select the View menu > eCommerce Sales.
  2. Shipping Type displays the customer’s selected shipping method (e.g. Ground), and Shipping Address displays the address the customer entered for delivery.
    Sherpa tip: The order is highlighted in yellow if the customer entered a different Shipping Address from their Billing Address.
  3. Double-click the order to open the transaction.
  4. (optional) In the Comments field, enter the tracking number from the shipping company used.
  5. On the transaction toolbar, click the Save button.
  6. On the Paid in Full Transaction prompt, click the Finish as a Sale button. The transaction is finished (closed) as a sale.
  7. On the eCommerce Sales screen, select Completed from the Status dropdown.
  8. Select a different order and click the Save button (at the bottom of the screen).

Retailer fulfilled: In store pickup

When the order is available for import:

  1. Verify or process payment on your eCommerce website.
  2. Double-click the order to open the transaction.
  3. Any shipping charges configured on your eCommerce website display in the Shipping field.
  4. On the transaction toolbar, click the Keep Open button.
    Sherpa tip: Do not finish (close) the transaction until the customer picks up their order.
  5. On the Payments toolbar, click the eCommerce button.
    Sherpa tip: If you have a large number of payment types, you may need to click the >> button to view more types.
    If you accept PayPal or other payment types online, select the custom payment type you created for this type.
  6. In the Payment dialog box, select the credit card type (e.g. VISA, MC, AMEX) from the Card Type dropdown.
  7. (optional) In the Comments field, enter any additional information (e.g. approval number).
  8. Click the Save button.
  9. Print a receipt to attach to the order items and move them to your designated special order/layaway area.
  10. On the eCommerce Sales screen, select Ready for Pickup from the Status dropdown.
  11. Select a different order and click the Save button (at the bottom of the screen).

When the customer comes to pick up their order:

  1. From the Ascend Desktop, select the View menu > eCommerce Sales.
  2. Double-click the order to open the transaction.
  3. (optional) In the Comments field, enter a note with the date the customer picked up their order.
  4. On the transaction toolbar, click the Save button.
  5. On the Paid in Full Transaction prompt, click the Finish as a Sale button. The transaction is finished (closed) as a sale.
  6. On the eCommerce Sales screen, select Completed from the Status dropdown.
  7. Select a different order and click the Save button (at the bottom of the screen).

Additional resources

Article: Set up Ascend to import (download) ecommerce (SmartEtailing) sales

Article: Set up Ascend to export (upload) products to an ecommerce (SmartEtailing) website

Article: Export (upload) product information to an eCommerce (SmartEtailing) website

Article: eCommerce Integration FAQs

Website: SmartEtailing Help Center

Article: Get started with Trek Connect E-Commerce

Integration

  1. Submit an idea for an improvement to the software
  2. Create an Ascend University account
  3. Process Trek warranties
  4. Display my product availability on TrekBikes.com
  5. Accounting for bikes bought on TrekBikes.com (Click & Collect)
  6. Return an item bought on TrekBikes.com
  7. Use the SmartEtailing Direct Mail Customer Export with Ascend
  8. Sign up for text alerts when there's an Ascend service issue
  9. Set up Gift Cards in my shop
  10. Send inventory & pricing information to Locally
  11. Set up a Quickbooks file
  12. Import a chart of accounts into Ascend
  13. Assign your Quickbooks accounts in Ascend
  14. Move files from Ascend into Quickbooks
  15. Ascend recommended practices for QuickBooks®
  16. Join the Ascend Customer Network (ACN) on Yammer
  17. Accessing Dexter from Ascend
  18. Set up Ascend to export (upload) products to an ecommerce (SmartEtailing) website
  19. Set up Ascend to import (download) ecommerce (SmartEtailing) sales
  20. Export (upload) product information to an eCommerce (SmartEtailing) website
  21. Process eCommerce (SmartEtailing) sales
  22. Set up email integration
  23. Help a customer apply for a Trek Card in your store
  24. View availability for Trek products using Order Grids
  25. Get started with Listen360 integration
  26. Listen360 Overview with Ascend
  27. Send purchase and registration information to Bike Index
  28. Register Bikes with Trek during transactions
  29. Selling Trek Project One (P1) bikes
  30. Use the Ascend Retailer Portal on ShareFile
  31. Quality Bicycle Products (QBP) integration
  32. Send bike sale information to Project 529 Garage
  33. Send inventory & pricing information to Bike Exchange

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