Support Portal – FAQ


Attributes

What if I want to tag items, for example as specials?

If you have items that you wish to add a tag to say “specials”, insert the tag or the name of your special into the CUSTOM1 – 3 slot in Retail Express and Translator can map it across as a tag immediately in your digital storefront.

 

 

And that’s it, Translator has done the job! Please contact us if you are not sure your Map includes these custom fields.

Issues

Resetting Fields in Retail Express

When updating product information from a Mass Upload,  blank fields are ignored when

If you want to reset a field, please type ‘CLEAR DATA’

I have been notified of an outage?

Most outages from both your POS and eCommerce systems will not “break” TranslatorHQ. It was designed to be resilient and automatically recover from these outages.

Permitted Characters for Short Description
For Short Description commas “,” and back slashes “\” are not permitted
Permitted characters for SKU’s

In Retail Express although you can add illegal characters in the web interface, these characters will generate errors when doing any Mass uploading or downloading

So For SKU’s you can only use the following:
a-z
A-Z
0-9
/
+
.
_
Any other characters should not be used
How are discount prices setup

In order to show discount prices on products, the eCommerce site needs to compare two prices.  The compare field is called the “Compare at Price”.  This field is mapped from the RRP price in Retail Express.  

Note: A RRP price for each product must be entered in Retail Express for each product.

The product price used to compare any discounts is controlled by a hierarchy.  The standard price when there is no sale would be that the Retail Express POS price is the same as the RRP.

In this case the POS price will be mapped to the eCommerce product price.

Default: Retail Express POS price is mapped to eCommerce Product Price

The eCommerce site will compare the Products Price with the Compare at Price.

If the Product Price is less, a Sale will be displayed according to the rules setup in the Theme’s site.

  For example   RRP $ 170  Now $99

When there are any other prices in Retail Express they will used to replace the Product Price according to the following hierarchy:

  1. If there is a Web Price, it over-rides all prices and is used when you always want a different price in store compared to online.
    If no Web Price exist then …
  2. If there’s an Outlet specific Discount Price specified within the Primary Sales Outlet and it is within a valid date range, use this price however make sure it is not discounted past the maximum discount rule imposed for the product (if any)
    If no Outlet Discount Price exist then …
  3. If there’s an Outlet specific POS Price for this product at the outlet that has been selected as the Primary Sales Outlet, use this price.
    If no Outlet POS Price exist then…
  4. If there’s a Master Discount Price (on the Main tab of the product rather than on the outlet tab) and it is within a valid date range, use this price however make sure it is not discounted past the maximum discount rules impose for the product (if any)
    If no Master Discount Price exist then …
  5. Use the Master POS price (on the main tab of the product) which is most cases will be the default

MailChimp

Mailchimp – If I import a csv file will it merge with the Retail Express customers?

Yes if the email address is already on the MailChimp list it will just combine them.

Mail Chimp Staff Setup

Each MailChimp account has five levels of access available for users: Viewer, Author, Manager, Admin, and Owner. Both the Owner and Admin can invite other users to join, and they can assign user levels.

In this article, you’ll learn the differences among user levels and how to grant and remove account access.

 

SETUP LINK

 

Online Sales

How to see the Online Sales in Retail Express

The online sale will appear on the POS terminal for that day and can be identified by the Sales Report or Fulfilment report using the filters for the sales person = Trans or the check box for online sales/instore sales.

Why do I need an email address for an order?

Shopify now allows two options for customer identification, email address or phone number.

Of these, phone numbers are known to be less secure compared to email, as well as email being more compatible with our payment services.

For an order, we ask that you require an email address so that your order can be processed securely, and without delay.

How do I do a test order and payment?

This is dependent upon your eCommerce and Payment provider. Most providers have a testing mode or testing cards. In Shopify you can use a test mode as below.
(more…)

What changes does Version 4 include for order mapping

We now offer options for order processing including the ability to customise the comments that appear on the order both private and public and also provide better options for automatic payment mapping.

Payments can be mapped as “Online” or as the payment provider: Visa, MasterCard, Afterpay etc,..

How are discount prices setup

In order to show discount prices on products, the eCommerce site needs to compare two prices.  The compare field is called the “Compare at Price”.  This field is mapped from the RRP price in Retail Express.  

Note: A RRP price for each product must be entered in Retail Express for each product.

The product price used to compare any discounts is controlled by a hierarchy.  The standard price when there is no sale would be that the Retail Express POS price is the same as the RRP.

In this case the POS price will be mapped to the eCommerce product price.

Default: Retail Express POS price is mapped to eCommerce Product Price

The eCommerce site will compare the Products Price with the Compare at Price.

If the Product Price is less, a Sale will be displayed according to the rules setup in the Theme’s site.

  For example   RRP $ 170  Now $99

When there are any other prices in Retail Express they will used to replace the Product Price according to the following hierarchy:

  1. If there is a Web Price, it over-rides all prices and is used when you always want a different price in store compared to online.
    If no Web Price exist then …
  2. If there’s an Outlet specific Discount Price specified within the Primary Sales Outlet and it is within a valid date range, use this price however make sure it is not discounted past the maximum discount rule imposed for the product (if any)
    If no Outlet Discount Price exist then …
  3. If there’s an Outlet specific POS Price for this product at the outlet that has been selected as the Primary Sales Outlet, use this price.
    If no Outlet POS Price exist then…
  4. If there’s a Master Discount Price (on the Main tab of the product rather than on the outlet tab) and it is within a valid date range, use this price however make sure it is not discounted past the maximum discount rules impose for the product (if any)
    If no Master Discount Price exist then …
  5. Use the Master POS price (on the main tab of the product) which is most cases will be the default

Payments

How do I do a test order and payment?

This is dependent upon your eCommerce and Payment provider. Most providers have a testing mode or testing cards. In Shopify you can use a test mode as below.
(more…)

Prerequisites

Do I require an SSL Connection for my Website?

Shopify and Neto supplies all stores with an SSL Certificate and we use this path to ensure all product, customer and order information is encrypted as it is transferred between Retail Express and your store.

BigCommerce currently only offers an SSL certificate for check-out. If you do not already have one on your site you may need to purchase and install this separately before we can commence implementation. It may be possible to connect using a separate secure channel rather than your store.

WooCommerce does require an SSL certificate. If you do not already have one on your site you will need to purchase and install this separately before we can commence implementation.

I want each product to come through as separate colours not all under same, I changed REX but I can not see the changes?

The grouping is decided upon by the Manufacturer SKU or Code in Retail Express. If these are the same it will group all of these products together. So you can decide in REX if you want colours together or separate. If you would like the product to appear in the eCommerce system as separate colours not all under same product with 2 sets of options you need to change REX.

The Translator cannot separate products once the product and their SKU’s have already been created in eCommerce. To re-create these products again in the fashion to match retail express you will need to remove these and get the Translator to re-create them.

Permitted characters for SKU’s

In Retail Express although you can add illegal characters in the web interface, these characters will generate errors when doing any Mass uploading or downloading

So For SKU’s you can only use the following:
a-z
A-Z
0-9
/
+
.
_
Any other characters should not be used
Permitted Characters for Short Description
For Short Description commas “,” and back slashes “\” are not permitted
Setup Essentials

Steps for Preparing for Integration

1) Marking Products as “Export to Web”

Products need to be marked as “Export to Web”  in Retail Express so they can be seen and transferred to the eCommerce site.

Here are the steps from the below links, extracted for your convenience.

Once the Source Group and Sales Channels are setup each individual product needs to be marked as “Export to Web Service” within Retail Express as follows:

Export to Web

For Multiple products,  it will be much quicker to do a mass download, to Excel, set the Sales Channel and “Export to WebService” columns on each item (as shown below) and re-import to Retail Express.

2) Aligning SKU’s

Need to make sure the SKU’s in the eCommerce site are the same as the Supplier SKU’s in Retail Express.  Please read the below links to understand how this works as it will be important not only in the setup but ongoing to maintain your products in sync with each system.

It is certainly cleaner if there are no product in your eCommerce  site.

3) Ready for Linking

We will conduct a number of tests and if all good send a sample of test products up for you to check.

Once happy we will send all the products up.

These will be sent to Woo in draft mode ready for you to add images, descriptions, add collections, tags or categories and publish.

4) Test Orders

The final step is for you to place a test order from Woo and let us know, so the details sent back to Retail Express are checked.

5) Going Live

Once everything is checked we will migrate your setup from our Staging server to our Production servers.

 Datamap

Typically the following data map is created. By not updating all the fields you can have the flexibility to have different and more detailed information in the eCommerce site and we will not overwrite it.  Conversely, if you always want more fields to always match, we can update on each sync.

Retail Express Field eCommerce Field Create for New Products Updated
Description Title

Y

Product Type Product Type

Y

WebStore Description Body html

Y

Brand Name Vendor

Y

Colour Tags

Y

Stock Available Inventory

Y

Y

RRP Compare At Price

Y

Product ID Barcode

Y

Custom 1 Tag

Y

Season Name Tag

Y

Size Name Tag

Y

 

Here are useful links for reference:

Onboarding Essentials

Discounts and Price Hierarchy

Further Detailed information on the Integration

Product Stock

Why are the stock levels not correct on my eCommerce store?

Please make sure the product has Export to Web selected, a Sales Channel and Source Group assigned.

Also make sure the product is not disabled.

Can I automatically hide products when they are out of Stock?

Yes there is an option to do this, remember that it will also show products and publish them once stock is available, so you need to be aware that new products could go up before you are ready.

Can I have a free item in my eCommerce Store?

Yes, by using a Retail Express package you can set up a “pointer” to a real product with a different price.  This new SKU will synchronise and allow you to have a discounted or free price. You can also use packages for “Bundles” the stock levels will update according to the components within the package.

Promotions

Can I have a free item in my eCommerce Store?

Yes, by using a Retail Express package you can set up a “pointer” to a real product with a different price.  This new SKU will synchronise and allow you to have a discounted or free price. You can also use packages for “Bundles” the stock levels will update according to the components within the package.

Setup

Setup Essentials

Steps for Preparing for Integration

1) Marking Products as “Export to Web”

Products need to be marked as “Export to Web”  in Retail Express so they can be seen and transferred to the eCommerce site.

Here are the steps from the below links, extracted for your convenience.

Once the Source Group and Sales Channels are setup each individual product needs to be marked as “Export to Web Service” within Retail Express as follows:

Export to Web

For Multiple products,  it will be much quicker to do a mass download, to Excel, set the Sales Channel and “Export to WebService” columns on each item (as shown below) and re-import to Retail Express.

2) Aligning SKU’s

Need to make sure the SKU’s in the eCommerce site are the same as the Supplier SKU’s in Retail Express.  Please read the below links to understand how this works as it will be important not only in the setup but ongoing to maintain your products in sync with each system.

It is certainly cleaner if there are no product in your eCommerce  site.

3) Ready for Linking

We will conduct a number of tests and if all good send a sample of test products up for you to check.

Once happy we will send all the products up.

These will be sent to Woo in draft mode ready for you to add images, descriptions, add collections, tags or categories and publish.

4) Test Orders

The final step is for you to place a test order from Woo and let us know, so the details sent back to Retail Express are checked.

5) Going Live

Once everything is checked we will migrate your setup from our Staging server to our Production servers.

 Datamap

Typically the following data map is created. By not updating all the fields you can have the flexibility to have different and more detailed information in the eCommerce site and we will not overwrite it.  Conversely, if you always want more fields to always match, we can update on each sync.

Retail Express Field eCommerce Field Create for New Products Updated
Description Title

Y

Product Type Product Type

Y

WebStore Description Body html

Y

Brand Name Vendor

Y

Colour Tags

Y

Stock Available Inventory

Y

Y

RRP Compare At Price

Y

Product ID Barcode

Y

Custom 1 Tag

Y

Season Name Tag

Y

Size Name Tag

Y

 

Here are useful links for reference:

Onboarding Essentials

Discounts and Price Hierarchy

Further Detailed information on the Integration

SKU

Permitted characters for SKU’s

In Retail Express although you can add illegal characters in the web interface, these characters will generate errors when doing any Mass uploading or downloading

So For SKU’s you can only use the following:
a-z
A-Z
0-9
/
+
.
_
Any other characters should not be used
Setup Essentials

Steps for Preparing for Integration

1) Marking Products as “Export to Web”

Products need to be marked as “Export to Web”  in Retail Express so they can be seen and transferred to the eCommerce site.

Here are the steps from the below links, extracted for your convenience.

Once the Source Group and Sales Channels are setup each individual product needs to be marked as “Export to Web Service” within Retail Express as follows:

Export to Web

For Multiple products,  it will be much quicker to do a mass download, to Excel, set the Sales Channel and “Export to WebService” columns on each item (as shown below) and re-import to Retail Express.

2) Aligning SKU’s

Need to make sure the SKU’s in the eCommerce site are the same as the Supplier SKU’s in Retail Express.  Please read the below links to understand how this works as it will be important not only in the setup but ongoing to maintain your products in sync with each system.

It is certainly cleaner if there are no product in your eCommerce  site.

3) Ready for Linking

We will conduct a number of tests and if all good send a sample of test products up for you to check.

Once happy we will send all the products up.

These will be sent to Woo in draft mode ready for you to add images, descriptions, add collections, tags or categories and publish.

4) Test Orders

The final step is for you to place a test order from Woo and let us know, so the details sent back to Retail Express are checked.

5) Going Live

Once everything is checked we will migrate your setup from our Staging server to our Production servers.

 Datamap

Typically the following data map is created. By not updating all the fields you can have the flexibility to have different and more detailed information in the eCommerce site and we will not overwrite it.  Conversely, if you always want more fields to always match, we can update on each sync.

Retail Express Field eCommerce Field Create for New Products Updated
Description Title

Y

Product Type Product Type

Y

WebStore Description Body html

Y

Brand Name Vendor

Y

Colour Tags

Y

Stock Available Inventory

Y

Y

RRP Compare At Price

Y

Product ID Barcode

Y

Custom 1 Tag

Y

Season Name Tag

Y

Size Name Tag

Y

 

Here are useful links for reference:

Onboarding Essentials

Discounts and Price Hierarchy

Further Detailed information on the Integration

Sync

How often are updates syncronised

Stock changes in Retail Express are updated every 15 minutes to the eCommerce sites. These are qued and will be accepted based on the number of items.

All other aspects of the product updates including prices, discounts and tags such as product type will be updated on the hour. Again qued and accepted based on the number of changes

Setup Essentials

Steps for Preparing for Integration

1) Marking Products as “Export to Web”

Products need to be marked as “Export to Web”  in Retail Express so they can be seen and transferred to the eCommerce site.

Here are the steps from the below links, extracted for your convenience.

Once the Source Group and Sales Channels are setup each individual product needs to be marked as “Export to Web Service” within Retail Express as follows:

Export to Web

For Multiple products,  it will be much quicker to do a mass download, to Excel, set the Sales Channel and “Export to WebService” columns on each item (as shown below) and re-import to Retail Express.

2) Aligning SKU’s

Need to make sure the SKU’s in the eCommerce site are the same as the Supplier SKU’s in Retail Express.  Please read the below links to understand how this works as it will be important not only in the setup but ongoing to maintain your products in sync with each system.

It is certainly cleaner if there are no product in your eCommerce  site.

3) Ready for Linking

We will conduct a number of tests and if all good send a sample of test products up for you to check.

Once happy we will send all the products up.

These will be sent to Woo in draft mode ready for you to add images, descriptions, add collections, tags or categories and publish.

4) Test Orders

The final step is for you to place a test order from Woo and let us know, so the details sent back to Retail Express are checked.

5) Going Live

Once everything is checked we will migrate your setup from our Staging server to our Production servers.

 Datamap

Typically the following data map is created. By not updating all the fields you can have the flexibility to have different and more detailed information in the eCommerce site and we will not overwrite it.  Conversely, if you always want more fields to always match, we can update on each sync.

Retail Express Field eCommerce Field Create for New Products Updated
Description Title

Y

Product Type Product Type

Y

WebStore Description Body html

Y

Brand Name Vendor

Y

Colour Tags

Y

Stock Available Inventory

Y

Y

RRP Compare At Price

Y

Product ID Barcode

Y

Custom 1 Tag

Y

Season Name Tag

Y

Size Name Tag

Y

 

Here are useful links for reference:

Onboarding Essentials

Discounts and Price Hierarchy

Further Detailed information on the Integration

Variant Products

I want each product to come through as separate colours not all under same, I changed REX but I can not see the changes?

The grouping is decided upon by the Manufacturer SKU or Code in Retail Express. If these are the same it will group all of these products together. So you can decide in REX if you want colours together or separate. If you would like the product to appear in the eCommerce system as separate colours not all under same product with 2 sets of options you need to change REX.

The Translator cannot separate products once the product and their SKU’s have already been created in eCommerce. To re-create these products again in the fashion to match retail express you will need to remove these and get the Translator to re-create them.

How do I group a product by Style?

The ability to group products together offers many benefits:

  • Search and product pages aren’t cluttered
  • Your customers can see available size/colour variations on the one product page
  • You only have to maintain one product

You may have multiple products that come in multiple variations, such as sizes and colours, but choose to display the product only once on your web store with a drop down selection of the various attributes. These are called Product Variants and are managed differently in each eCommerce system.

You can group your products together on your website automatically using the ManufacturerSKU in Retail Express.

The Manufacturer Code from Retail Express is used to group the variants in ECommerce as shown below by “Product”.  This SKU is the link between Retail Express and ECommerce and the Supplier SKU, which includes variants such as size, links each product to its corresponding product in ECommerce.

 

Retail Express Example

As shown below, In Retail Express the Product group is the Manufacturer SKU, whereas the Supplier SKU includes the size variants.

ProductId SKU – Supplier SKU Code – Manufacturer SKU
139996 MMULXS MMUL
139997 MMULS MMUL
139998 MMULM MMUL
139999 MMULL MMUL

 

Why is my new variable product not appearing in my Web Store

You will not be able to insert a product that has duplicate sizes and colours.
You can only have one combination of size and colour for the Web Store to be able to add the product. This example below shows duplicates of the white in sizes 6,8, and 10

size colour ProductId SKU Code
 6 WHITE 135965 V7209066WHITE V720906
 8 WHITE 135966 V7209068WHITE V720906
 6 WHITE 134255 V7209066 V720906
 8 WHITE 134256 V7209068 V720906
 10 WHITE 134257 V72090610 V720906
 6 BLACK 136735 V7209066BLACK V720906
 8 BLACK 136736 V7209068BLACK V720906
 10 BLACK 136737 V72090610BLACK V720906
 12 BLACK 136738 V72090612BLACK V720906
 10 WHITE 135967 V72090610WHITE V720906

.