--- title: Omnichannel Order Management System (OMS) | HotWax Commerce description: The omnichannel order management system for retail brands. Sell what’s really in stock, route every order your way, and fulfill from any warehouse or store. image: https://www.hotwax.co/hubfs/oms-product-page/Preview%20Image%20-%20OMS.png --- [![HotWax Commerce](https://www.hotwax.co/hs-fs/hubfs/hotwax-logo.png?width=200&height=63&name=hotwax-logo.png)](https://www.hotwax.co/) [![HotWax Commerce](https://www.hotwax.co/hs-fs/hubfs/Common%20assets/Logos/HotWax/HWCLogoDarkMode.png?width=200&height=63&name=HWCLogoDarkMode.png)](https://www.hotwax.co/) ☰ - Product - Bundles - [Order Management System](https://www.hotwax.co/product/omnichannel-order-management-system/) - [Store Inventory Management](https://www.hotwax.co/solution/store-inventory-management) - [Omnichannel Suite](https://www.hotwax.co/product/omnichannel-order-management-system-for-shopify/) - Intelligence - [MCP Server](https://www.hotwax.co/product/technology/mcp-server) - [AI Powered Order Routing](https://www.hotwax.co/product/technology/ai-powered-order-routing) - Technology - [OMS Architecture](https://www.hotwax.co/product/technology/oms-architecture) - [Security](https://www.hotwax.co/privacy-and-security) - Use Cases - By Business Benefits - [Prevent Overselling](https://www.hotwax.co/use-cases/prevent-overselling) - [Unified Inventory](https://www.hotwax.co/solution/unified-inventory/) - [Order Routing](https://www.hotwax.co/solution/configurable-order-routing) - [Ship From Store](https://www.hotwax.co/solution/ship-from-store-software) - [Buy Online Pick-Up In Store](https://www.hotwax.co/solution/buy-online-pick-up-in-store-bopis-software/) - [Pre-Orders](https://www.hotwax.co/solution/pre-orders/) - [Inventory Transfers](https://www.hotwax.co/inventory-transfers) - [Cycle Counts](https://www.hotwax.co/cycle-count) - [Return In Store](https://www.hotwax.co/solution/buy-online-return-in-store-boris-software) - [Retail Sales Audit](https://www.hotwax.co/product/omnichannel-retail-sales-audit-oresa/) - By Business Model - [Footwear](https://www.hotwax.co/industries/footwear) - [Jewelry](https://www.hotwax.co/industries/jewelry) - [Fashion & Apparel](https://www.hotwax.co/industries/apparel-and-fashion) - 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[Team](https://www.hotwax.co/about-us/) - [Partners](https://www.hotwax.co/become-a-partner) - [All Integrations](https://www.hotwax.co/all-integrations/) - [Customers](https://www.hotwax.co/customers) - [Pressroom](https://www.hotwax.co/hotwax-commerce-pressroom) - [Social Impact](https://www.hotwax.co/social-impact-hotwax-commerce) - [Events](https://www.hotwax.co/events-and-conferences) [Book a demo](https://cta-na2.hubspot.com/web-interactives/public/v1/track/click?encryptedPayload=AVxigLISXXGkcOtRysPKfjcriLyodY4rudkc50veKlKDe8q2B1%2FRWGeLxDhbY%2BkohRU8XspED5h92umpu7OkRZM1bllkBJKAFAlbNGEnCRAQX7O752HQT17G9v%2FBCweH%2FXvHlZ5%2FUC0MRPtKYCn5XoGb8TpxbLxvKbLalLOZcHeqoaHicFtr15mZOUkn2Y06IxHVsa5b0g%3D%3D&portalId=6357099) # Order Management System The omnichannel OMS **you’ve been waiting for.** [Book a demo](https://www.hotwax.co/connect) [Try the demo](https://www.hotwax.co/product/omnichannel-order-management-system/#oms-sfs) NN#10209 Completed ITEMSSHIP GROUPSROUTINGHOLDSCOMMS **Imported**Oct 23, 10:48 AM Brokering Queue Ship group 00001 ![](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/oms-thumb-ariel-sweatshirt.webp?width=25&height=33&name=oms-thumb-ariel-sweatshirt.webp) WH09-S-Red Ariel Roll Sleeve Sweatshirt ![](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/oms-thumb-elisa-tee.webp?width=25&height=33&name=oms-thumb-elisa-tee.webp) WS06-XS-Purple Elisa EverCool Tee Brokered (2)Weekday routing **Brokered**Oct 23, 10:51 AM Brooklyn Ship group 00002 Completed ![](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/oms-thumb-ariel-sweatshirt.webp?width=25&height=33&name=oms-thumb-ariel-sweatshirt.webp) WH09-S-Red Ariel Roll Sleeve Sweatshirt ![](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/oms-thumb-elisa-tee.webp?width=25&height=33&name=oms-thumb-elisa-tee.webp) WS06-XS-Purple Elisa EverCool Tee ![](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/oms-thumb-ariel-sweatshirt.webp?width=26&height=34&name=oms-thumb-ariel-sweatshirt.webp) WH09-S-Red Ariel Roll Sleeve Sweatshirt Item 01 BrooklynINVENTORY DETAILS Inventory timeline 2 changes ATP9 QOH10 ![](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/oms-thumb-elisa-tee.webp?width=26&height=34&name=oms-thumb-elisa-tee.webp) WS06-XS-Purple Elisa EverCool Tee Item 02 BrooklynINVENTORY DETAILS Inventory timeline 2 changes ATP7 QOH8 Sell what’s really in stock. Route every order your way. Fulfill from the right location. ## How every order moves through HotWax Your sales channels, warehouses, stores, and ERP, connected in one OMS, HotWax Commerce. Every order sells from real stock, routes to the right location, and stays tracked until it’s delivered, picked up, or returned. 1. 1 ### Sellable One live count of stock across every location, minus what’s promised or held back. 2. 2 ### Routed Your rules route each order to the location best placed to fill it. 3. 3 ### Picked and packed The team at that location scans each item, then picks and packs the order. 4. 4 ### Shipped or picked up Shipped with a label and tracking, or handed over at pickup. 5. 5 ### Back on sale Returns and exchanges go back into sellable stock as soon as they’re received. ## Never show a false out of stock The OMS counts stock across every warehouse and store, then works out what each channel can really sell. Safety stock, buffers, and orders waiting to be routed come off first, so shoppers only see stock you can ship. - ### One count across every location Warehouse, store, and ERP stock in one live view, location by location. ![HotWax Commerce inventory for one jacket across four locations: Broadway, Brooklyn, Garden City, and Central Warehouse, with ATP, on-hand quantity, and safety stock for each](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/inv-locations.webp?width=1200&height=825&name=inv-locations.webp) - ### Protect what each location needs Safety stock by location, buffers by channel, and locations switched on or off for online orders. ![HotWax Commerce safety stock rules: a base rule of 2 units for every location and product, and a rule of 3 units for new launches at pickup locations](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/inv-rules.webp?width=1200&height=825&name=inv-rules.webp) - ### The same number on every channel Sellable counts update across your channels in real time, and reconciliation shows both sides match. ![HotWax Commerce reconciliation for the online store: 1,080 available to promise in HotWax and 1,080 on the storefront](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/inv-reconciliation.webp?width=1200&height=825&name=inv-reconciliation.webp) - ### Every change explained A history behind every number: orders, transfers, counts, and adjustments. ![HotWax Commerce inventory history for one store: a sales order, a transfer, a cycle count, and a manual adjustment, each with its change to available stock](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/inv-history.webp?width=1200&height=825&name=inv-history.webp) ## Sell it before it lands The OMS turns “Sold out” into “Pre-order” or “Backorder” on the product page as soon as a purchase order is on the way, with a delivery date taken from that purchase order. Sales stop at the quantity the purchase order covers, and orders wait until the stock arrives, then route like any other order. 1. 1Pre-order 2. 2Orders wait 3. 3Date slips 4. 4Arrives Preorder Management Dashboard Pre-orders Future inventory Supply Purchase orders Inbound shipments PO imports Customers Communications Bulk updates Pre-order setup Future inventory sync Settings NOTNAKED · **AMERICA/NEW\_YORK** · 10:42 NotNaked US PO-2041 10482 Pre-orders 0 selected Release to brokering Cancel pre-order items Export CSV HA-SHIP-5521 Free shipping on orders over $75 HomeNew inWomenMenPre-Order ![NotNaked](https://www.hotwax.co/hs-fs/hubfs/oms-for-shopify-product-page/2026-revamp/sfy-po-notnaked-logo.png?width=120&height=25&name=sfy-po-notnaked-logo.png) *1* **Home Store:** Broadway (Open from 9:00am to 7:00pm) ![](https://www.hotwax.co/hs-fs/hubfs/oms-for-shopify-product-page/2026-revamp/sfy-po-jade-yoga-jacket.webp?width=638&height=624&name=sfy-po-jade-yoga-jacket.webp) ![](https://www.hotwax.co/hs-fs/hubfs/oms-for-shopify-product-page/2026-revamp/sfy-po-jade-yoga-jacket-jade-thumb.webp?width=110&height=128&name=sfy-po-jade-yoga-jacket-jade-thumb.webp)![](https://www.hotwax.co/hs-fs/hubfs/oms-for-shopify-product-page/2026-revamp/sfy-po-jade-yoga-jacket-grey-thumb.webp?width=110&height=128&name=sfy-po-jade-yoga-jacket-grey-thumb.webp)![](https://www.hotwax.co/hs-fs/hubfs/oms-for-shopify-product-page/2026-revamp/sfy-po-jade-yoga-jacket-green-thumb.webp?width=110&height=128&name=sfy-po-jade-yoga-jacket-green-thumb.webp) Jade Yoga Jacket $58.00 Size XSSML **−**1**+** Sold out Expected Ship Date: Wed 11 Nov Ship to: 10012Change Change arrival date Sell as pre-order Complete Cancel order Sell as pre-order Creates a pre-order future inventory batch for each open line without one, at its arrival date and quantity. Cancel Create batches Release to brokering This moves 31 items waiting at pre-order or back-order parking to brokering, so routing can allocate them to a fulfillment location. Cancel Release Change arrival date The open lines move to this date. Their future inventory batches and waiting pre-orders follow. Nov 11, 2026 Change date Take pre-orders on an incoming purchase order Run one real purchase order through HotWax, click by click, from Sold out to released. 1. 01**Turn on pre-order**The product page switches from Sold out to Pre-Order, with the ship date. 2. 02**Orders wait for the stock**Each pre-order reserves a unit, and sales stop at what is coming. 3. 03**Move the date**The supplier is late, so waiting customers and the product page get the new date. 4. 04**Receive and release**The jackets arrive, and the waiting pre-orders go to fulfillment first. Start the demo About a minute. Real order, real screens. Sold before it landed. 31 jackets sold before the shipment arrived, and no customer was promised a jacket that wasn't coming. Central Warehouse now picks, packs and ships each pre-order, and the 17 jackets left over go on sale. [Book a demo](https://www.hotwax.co/connect) ## Route orders your way Your operations team decides how every order is routed: which orders go first, which locations can fill them, and in what order to try them. No code, and every change can be tested before it goes live. 1. 1 Set up as many rule sets as you need Each routing group has its own batches, rules, and schedule, so weekdays, weekends, and a retry for unfillable orders each run their own way. Draft the next one, like holiday peak, while the rest keep running. ![HotWax Commerce Order Routing: four routing groups, Weekday routing every 5 minutes, Weekend routing every 15 minutes on Saturday and Sunday, Unfillable retry every hour, and Holiday peak saved as a draft](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/r-groups.webp?width=572&height=350&name=r-groups.webp) 2. 2 Group orders by urgency Same-day, next-day, and standard orders each get their own batch, run in the order you set. ![HotWax Commerce order routing: three order batches in the Weekday routing group, same-day delivery, next day, and standard shipping, each last run at 10:50 AM](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/r-batches.webp?width=572&height=522&name=r-batches.webp) 3. 3 Rank where to fill from Warehouses first, then stores with excess stock, and a split only for larger orders. ![HotWax Commerce inventory rules for standard shipping, tried in order: warehouses for full orders, then stores with excess stock for full orders, then any location, splitting only orders over $150](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/r-rules.webp?width=572&height=359&name=r-rules.webp) 4. 4 Run on your schedule Each group runs as often as every five minutes. Stores past their daily limit or cutoff time are skipped. ![HotWax Commerce routing scheduler: runs every 5 minutes, next run at 10:55 AM, last run 3 minutes ago](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/r-scheduler.webp?width=572&height=289&name=r-scheduler.webp) 5. 5 Test before it goes live Routing Simulation runs a proposed change against the same orders as your current rules, so you see the difference before anything changes. A simulation never touches live routing. ![HotWax Commerce routing simulation: trying stores with excess stock first brokers 113 of 120 orders instead of 104, leaving 7 in the queue instead of 16](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/r-simulation.webp?width=572&height=262&name=r-simulation.webp) ## Ship online orders from the best location Whichever location routing picks, the order ships from there, and the OMS tracks it until it’s delivered. Try shipping one from a store below. - ### Warehouses Your warehouse keeps its WMS, ERP, or 3PL. The OMS gets fulfillment updates back and reroutes anything it can’t ship. - ### Stores Store teams pick, pack, and ship from their own stock, and each store takes only as many orders a day as you allow. - ### Same-day delivery A nearby store packs the order, and Shipt or DoorDash delivers it within hours. 1. 1Pick 2. 2Pack 3. 3Print 4. 4Ship Brooklyn Open In Progress Completed Transfer Orders Settings Organization Rejection reasons Carriers & Shipment Methods Order Lookup REJECT ALL Search orders PRINT PICKLIST No orders to pick REJECT ALL Search orders PACK ORDERS No orders to pack Search orders SHIP No packed orders yet Options Copy ID Pick order View details Assign Pickers Search Staff Pack order You are packing an order. Select additional documents that you would like to print. Shipping labels Packing slip CANCEL PACK Order shipped successfully Ship an online order from a store Run one real order through HotWax, click by click, on the screens store associates use. 1. 01**Print a picklist**The store manager prints one picklist for open orders and assigns a picker. 2. 02**Pack the order**The associate scans each item into the right box. The carrier and shipping method come from the order. 3. 03**Print the slip and label**The packing slip and the carrier label print together. 4. 04**Ship it**Mark the order shipped, and the tracking number goes to the customer and your eCommerce store. Start the demo About a minute. Real order, real screens. Shipped from the store. {name}'s order left the store the same day it came in. [Book a demo](https://www.hotwax.co/connect) ## Buy online pick up in store, from click to handover The OMS shows real-time store stock on the product page, so shoppers pick a store that has the item and collect it the same day. Store teams get an alert, get the order ready, and hand it over, and when a store is short, the order ships there instead of being canceled. 1. 1New order 2. 2Pack 3. 3Handover 4. 4Proof Broadway Search Orders Open Packed Completed Catalog Orders Settings Order details Ready for pickup Cancel Ready for pickup Proof of Delivery Loading... Hand over a pickup order Run one real pickup order through HotWax, click by click, on the screens store teams use. 1. 01**A pickup order arrives**The store gets an alert the moment a shopper picks it on the product page. 2. 02**Pack the order**The associate picks the item and marks the order ready. The shopper gets an email. 3. 03**Hand it over**The shopper arrives at the counter, and the associate hands the order over. 4. 04**Record the pickup**Save who collected it and their ID, as proof of delivery. Start the demo About a minute. Real order, real screens. Picked up the same day. Grace ordered online and collected her jacket at Broadway the same day, with the pickup on record. [Book a demo](https://www.hotwax.co/connect) ## Returns that go back on sale Shoppers return online orders in any store or online, and choose a refund, store credit, or an exchange. The OMS ties every return to its original order, puts the item back into sellable stock at the location that received it, and keeps your returns app and ERP in step. ![HotWax Commerce Order Manager return details: a sweatshirt from order NN#10209 returned at the Broadway store, restocked, and exchanged for a replacement order](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/ret-ipad.webp?width=960&height=683&name=ret-ipad.webp) ![HotWax Commerce Order Manager return details: a sweatshirt from order NN#10209 returned at the Broadway store, restocked, and exchanged for a replacement order](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/ret-ipad.webp?width=960&height=683&name=ret-ipad.webp) Fewer “where’s my order?” emails.A lot fewer. ## Fewer “where’s my order?” emails. A lot fewer. - For customers ### Updates before they ask ![NotNaked emails in Sofia’s inbox: order NN#10209 confirmed, on its way with UPS tracking, and out for delivery](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/snip-inbox.webp?width=720&height=586&name=snip-inbox.webp) - Timeline ### Every step of the order ![Order Manager timeline: imported from Shopify, brokered, picked, packed, shipped](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/snip-timeline.webp?width=720&height=586&name=snip-timeline.webp) - Routing ### Where it went, and why ![Order Manager routing: brokered from the queue to the Brooklyn store by Weekday routing](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/snip-routing.webp?width=720&height=586&name=snip-routing.webp) - Fraud check ### Risky orders, held ![Order Manager fraud check: suggested action Cancel, with the risk signals behind it](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/snip-fraud.webp?width=720&height=586&name=snip-fraud.webp) - Bad address ### Bad addresses, corrected ![Order Manager bad address task: the original street and postal code beside the corrected ones, ready to save and release](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/snip-address.webp?width=720&height=586&name=snip-address.webp) - Swap ### A swap, ready to send ![Order Manager swap task: the ordered red sweatshirt is unavailable, the same style in berry is in stock and ready to release](https://www.hotwax.co/hs-fs/hubfs/oms-product-page/2026-revamp/snip-swap.webp?width=720&height=586&name=snip-swap.webp) ## AI agents that work inside your OMS rules Ask in plain words. Every agent works with only the tools you grant it, and you decide which actions need a person’s approval. - ### Circuit For operations You askCut split shipments this week without slowing delivery. Circuit drafts an editable routing proposal, backed by your order and inventory data. Accept or discard each change, simulate it on the same orders, and nothing changes in live routing until you save. - ### AI CSR Agent For customer service You askWhere is order NN#10209 right now? The agent answers with the order’s status, stock, fulfillment details, and any exceptions in one reply, so reps don’t hunt across screens. - ### Inventory Optimization Agent For planners You askWhich stores are about to run out of our best sellers? The agent shows where stock is exposed and how to position it across stores and warehouses. Your team decides what to move. - ### Agent Composer and MCP Server For your own team You askConnect Claude to our order and inventory data. Build your own agents in Agent Composer, or connect Claude, Codex, or Antigravity through the MCP Server. ## Spot the backlog before customers do Every team sees its own numbers. Operations watch today’s orders move from assigned to packed and shipped, and see which routing rules placed them. Store teams see their fill rate, the oldest order still waiting, and who picked the most. Customer service sees every order on hold and why. Ready-made reports, like rejections by store and pickups not collected, can land in your team’s inbox on a schedule. Order Manager Today 52 Ship groups, 9 hours since day start Assigned to fulfillment88% 46 / 52 ship groups In flight60% 31 / 52 ship groups Packed and shipped46% 24 / 52 ship groups Order Routing Orders brokered 1,284 Up 6% on the prior week Week of Sep 14: 1,040 ordersWeek of Sep 21: 1,105 ordersWeek of Sep 28: 1,088 ordersWeek of Oct 5: 1,172 ordersWeek of Oct 12: 1,211 ordersWeek of Oct 19: 1,284 ordersSep 14Sep 21Sep 28Oct 5Oct 12Oct 19 Fulfillment · Brooklyn 26th Oct 2026 fill rate Fill rate 97% **97%**fill rate Orders allocated**34/40** Orders packed**33** Orders rejected**1** Order Routing Orders routed by rule Orders each rule allocated in the week of Oct 19. A split order counts under every rule it used. Warehouses, full orders: 688 (53%)Stores with excess stock: 470 (36%)Same-day, nearby stores: 118 (9%)Any location, split over $150: 12 (1%) **1,288**allocations Warehouses, full orders**688** Stores with excess stock**470** Same-day, nearby stores**118** Any location, split over $150**12** Order Manager Order hold tasks 43 Bad address**14 tasks** Fraud risk**3 tasks** Substitute**26 tasks** Fulfillment · Brooklyn Orders pending fulfillment 12 Oldest order assigned 2 days ago In progress**2** Open**10** Store closes in 53 minutes Fulfillment · Brooklyn Staff performance Most orders picked ML Maria L. 14 orders Fastest fulfiller DK Dev K. 6 min per order Order Routing Store stock held as safety stock 8% 412 of 5,140 units, right now ## Fits your stack The OMS sits between the systems you already run. Your eCommerce platform and POS keep selling, your ERP stays the system of record for stock and finance, your warehouse keeps its own system, and the OMS keeps inventory in sync across your storefronts, ERP, and warehouses and decides where each order ships from. eCommerce Online stores To HotWax Orders, returns From HotWax Available to promise inventory, fulfillment updates Available to promise inventory Orders, returns Fulfillment updates POS Store checkout To HotWax Orders, returns, inventory updates From HotWax Transfer orders Orders, returns, inventory updates Transfer orders HotWax Commerce OMS - Available to promise inventory - Routing - Fulfillment Inventory Purchase and transfer orders Orders, returns, inventory updates ERP Stock and finance of record To HotWax Inventory, purchase orders, transfer orders From HotWax Orders, returns, inventory updates Orders to fulfill, returns Fulfillment updates Inventory updates Transfer orders Warehouse WMS or 3PL From HotWax Orders to fulfill, returns To HotWax Fulfillment updates, inventory updates, transfer orders Orders to ship Labels and tracking Carriers and delivery FedEx, UPS, Shipt, DoorDash To HotWax Labels and tracking From HotWax Orders to ship In store Shopify POS, Oracle Xstore, Retail Pro Returns Loop, AfterShip Your own Open APIs and the MCP Server Many brands, one OMS Run several brands, storefronts, and countries on one setup. ## Good questions. Straight answers. - ### [What is an omnichannel order management system?](https://www.hotwax.co/product/omnichannel-order-management-system/#content-1) An omnichannel order management system turns every store and warehouse into one pool of stock you can sell and ship from. HotWax Commerce counts stock at every location, publishes what each channel can really sell, routes each order to the location best placed to fill it, and tracks it through pickup, shipping, and returns. The result: no “out of stock” for products sitting in your stores, faster delivery from the nearest location, and lower shipping costs. For the longer explanation, read what an order management system does. - ### [We already have Shopify. Why add an OMS?](https://www.hotwax.co/product/omnichannel-order-management-system/#content-2) Shopify is where you sell. HotWax Commerce decides what you can sell and where each order ships from, across every store and warehouse. Behind the number Shopify shows, HotWax holds safety stock for walk-in shoppers, routes around stores that are at capacity or past their cutoff, and reroutes an order when a store can’t fill it. HotWax is built for Shopify retailers: listed on the Shopify App Store, working with Shopify POS, and updated as Shopify ships new releases. - ### [Does HotWax replace my ERP?](https://www.hotwax.co/product/omnichannel-order-management-system/#content-3) No. Your ERP keeps finance, purchasing, and the stock ledger. HotWax Commerce works on top of it: stock comes in from NetSuite, HotWax works out what each channel can sell and runs every order through routing, stores, and returns, then posts orders, fulfillments, returns, and stock changes back. Store teams receive and count stock in HotWax instead of ERP screens, and NetSuite stays accurate. The NetSuite connection is native and included at no extra cost. - ### [How long does it take to go live?](https://www.hotwax.co/product/omnichannel-order-management-system/#content-4) Most retailers go live in 3 to 6 weeks. Shopify and NetSuite connections are pre-built, so the work goes into your routing rules and store setup, not custom integration code. Retailers going live before peak often start with a few stores, add the rest once those are running, and build holiday routing in draft so it’s ready to switch on. - ### [How is HotWax priced?](https://www.hotwax.co/product/omnichannel-order-management-system/#content-5) By order volume, not per user. Store associates, customer service agents, and managers all work in HotWax without seat fees. Book a demo with your yearly order volume and we’ll give you a number. - ### [Can our operations team change routing rules without IT?](https://www.hotwax.co/product/omnichannel-order-management-system/#content-6) Yes. Operations teams build routing groups, rules, and schedules in HotWax Commerce without writing code. Test Drive shows how today’s rules handle any order and why, and Routing Simulation runs a proposed change against your current rules on the same orders, with nothing changing in live routing. Teams can also describe a change to Circuit in plain language and review the draft before switching it on. - ### [What happens when stock runs short?](https://www.hotwax.co/product/omnichannel-order-management-system/#content-7) You decide who gets the last units. Urgent batches like same-day delivery route first, every store keeps safety stock for walk-in shoppers, and orders split only above the order value you set. Orders that can’t be filled wait in the queue and retry on every run, and their units come off what your channels can sell, so no unit is sold twice. - ### [What happens if the pickup store can’t fill an order?](https://www.hotwax.co/product/omnichannel-order-management-system/#content-8) The sale is saved, not canceled. The store requests the missing item from another location and has it shipped in, so the shopper still picks up where they chose. Or the shopper gets a secure link to choose another store, split the order, or switch to delivery, and customer service can change the address or shipping method from the order. - ### [Can customer service fix an order without calling the store or warehouse?](https://www.hotwax.co/product/omnichannel-order-management-system/#content-9) Yes. Customer service sees every order in one place in HotWax Commerce: each item, where it’s being fulfilled and why, and every step on a timeline. From that screen they correct the address, swap an item, and create a return or exchange, and orders held for a fraud check or a bad address wait in their own queue until someone resolves them. - ### [Does HotWax work with a headless or custom storefront?](https://www.hotwax.co/product/omnichannel-order-management-system/#content-10) Yes. HotWax Commerce APIs give any storefront live store stock, pickup eligibility, and delivery dates, and take its orders into the same routing and fulfillment your Shopify orders use. The MCP Server connects approved AI assistants to your order and inventory data. ## Bring us your trickiest orders Split shipments, store rejections, pre-orders that land late. Show us the orders that cause trouble today, and we’ll show you how HotWax handles them. [Book a demo](https://www.hotwax.co/connect) [![HotWax Commerce](https://www.hotwax.co/hubfs/Hotwax-2021/HotWax_February2020/Images%20Icons,%20Apparel%20background,%20Hexagon/logo-hotwax-dark.svg)](https://www.hotwax.co/) ### Connect ### Headquarters 175 S Main St Suite 1310, Salt Lake City, UT 84111 - Product - [Omnichannel Order Management](https://www.hotwax.co/product/omnichannel-order-management-system/) - [Store Inventory Management](https://www.hotwax.co/solution/store-inventory-management) - [FAQ](https://www.hotwax.co/frequently-asked-questions) - [Product Updates](https://www.hotwax.co/product-updates) - [Documentation](https://www.hotwax.co/hotwax-commerce-documentation) - Use cases - [Unified Inventory](https://www.hotwax.co/solution/unified-inventory/) - [Configurable Order Routing](https://www.hotwax.co/solution/configurable-order-routing) - [Ship From Store](https://www.hotwax.co/solution/ship-from-store-software) - [Buy Online Pick-Up In Store](https://www.hotwax.co/solution/buy-online-pick-up-in-store-bopis-software/) - [Pre-Orders](https://www.hotwax.co/solution/pre-orders/) - [Buy Online Return In Store](https://www.hotwax.co/solution/buy-online-return-in-store-boris-software) - Solutions - [Omnichannel OMS for Shopify](https://www.hotwax.co/product/omnichannel-order-management-system-for-shopify/) - [Omnichannel Retail Sales Audit](https://www.hotwax.co/product/omnichannel-retail-sales-audit-oresa/) © 2026 HotWax Commerce ```json { "@context" : "https://schema.org", "@id" : "https://www.hotwax.co/product/omnichannel-order-management-system/#software", "@type" : "SoftwareApplication", "description" : "The omnichannel order management system for retail brands. Sell what’s really in stock, route every order your way, and fulfill from any warehouse or store.", "name" : "HotWax Commerce Omnichannel Order Management System", "publisher" : { "@id" : "https://www.hotwax.co/#organization" }, "url" : "https://www.hotwax.co/product/omnichannel-order-management-system/" } ```