Sales — HubSpot — Manage Vendor Order Tickets and Fulfillment Hand-Off

Audience

• Sales reps who process vendor orders after Closed Won.

• Sales managers who monitor order accuracy before money is spent.

Purpose / When to use this

Use this article whenever you are working Order Tickets from your Action Items view after a deal hits Closed Won.
It explains how vendor Order Tickets work, which pipeline each vendor uses, and which cut-off status you must reach before handing off to fulfillment.

1. What a vendor Order Ticket is

• For every vendor on your Closed Won deal, HubSpot creates an Order Ticket.

• Each Order Ticket represents the work needed to get that vendor’s materials correctly ordered and paid for.

• Tickets live in two main pipelines:

  • Order PU — vendors we pick up from, usually where we review a quote.

  • Order SHIP — vendors that ship directly to us, usually where we build a cart online.

2. Where to find and work your Order Tickets

• Go to Service > Tickets in HubSpot.

• Select your saved view: Action Items.

• This view filters:

  • Only tickets that currently require your input.

  • Hides completed and non‑sales tickets.

From here:

1. Open the next Order ticket in your list.

2. Check:

   • The vendor name.

   • The pipeline (Order PU vs Order SHIP).

   • The current Ticket Status.

3. Follow the playbook in Sections 3–5 based on the pipeline and vendor.

3. Vendor pipeline cheat sheet (high-level)

Use this as a quick reference for which pipeline and cut-off to expect.

REMINDER: If you’re not sure which pipeline a specific vendor uses, look at the Ticket’s pipeline in HubSpot and use the matching section below.

4. Order PU pipeline — “quote approval” workflow

This matches your current “Order PU” description.

4.1 When tickets land in Order PU

• Vendors that email you quotes or Sales Orders (SO) for review.

• Default home for:

  • HCI CO / HCI AZ

  • Impress

  • WSI

  • US Industrial Fasteners

  • Architectural Surfaces

  • Arizona Tile

  • Most Custom Vendors and Custom Items (by default).

Your goal in this pipeline:

• Move the ticket from its starting status to Reviewed Confirmed.

4.2 Steps to reach Reviewed Confirmed

1. Wait for the vendor quote / SO email.

   • Don’t change the ticket status until you’ve seen the vendor’s document.

2. Review the quote carefully.

   • Compare quantities, SKUs, colors, and pricing against your MySalesHub order.

3. If correct, approve it with the vendor.

   • Reply via email confirming the SO is accurate and approved.

4. Update the HubSpot ticket.

   • Open the Order Ticket from your Action Items view.

   • Change the Ticket Status to Reviewed Confirmed.

Once you set Reviewed Confirmed:

• The ticket drops off your Action Items view.

• The order is considered handed off to management/fulfillment to pay and receive.

  WARNING: Do not move a ticket to Reviewed Confirmed until you have actually checked the vendor quote against MySalesHub. Skipping this step can cause incorrect materials to be ordered.

4.3 Special case: Custom Vendors / Custom Items

• By default, these tickets start in Order PU.

• If a custom vendor behaves more like an online cart (you build and submit directly), you may:

  • Edit the Ticket and change the Pipeline to Order SHIP.

  • Then follow the Order SHIP process in Section 5.

5. Order SHIP pipeline — “direct order” workflow

This matches your “Order Ship” description.

5.1 When tickets land in Order SHIP

• Vendors where you build and save an order online, or where the system can submit automatically.

• Two groups: Automated SHIP vendors (system submits PO):

  • Some hardware / accessory vendors, Ruvati, Amerock, etc.

  Manual SHIP vendors (you build the cart):

  • Wurth

  • KCD

  • USCD

Your goal in this pipeline:

• Move the ticket from its starting status to Submitted.

5.2 Automated SHIP vendors — minimal work

For automated SHIP vendors:

1. Watch your Action Items ticket for status updates.

2. Confirm the ticket moves from Not Submitted to Submitted automatically.

3. If it does, you do not need to manually change the status.

5.3 Manual SHIP vendors — Wurth, KCD, USCD

For Wurth, KCD, and USCD, you must build the order online before updating the ticket.

Steps:

1. Stop. Do not touch the ticket yet.

   • Leave the ticket in its current status until you have built the cart.

2. Log into the vendor’s portal.

   • For Wurth: add items to an online cart.

   • For KCD and USCD: ensure there is a saved cart ready to be purchased for your specific deal.

3. Build and save the exact cart.

   • Match SKUs, quantities, and finishes to your MySalesHub order.

4. Hand off for payment.

   • Return to HubSpot and open the Order Ticket.

   • Change the Ticket Status to Submitted.

Once you set Submitted:

• The system notifies management that there is an order to pay.

• The ticket moves into queues such as “Orders needing payment” for managers.

6. Customizing pipeline for Custom Vendors

Sometimes a Custom Vendor behaves more like SHIP than PU:

• If you wait for a quote → leave in Order PU and follow the quote process.

• If you build the order directly in their portal → move to Order SHIP and follow the SHIP process.

Steps:

1. Open the Order Ticket.

2. Edit the Pipeline field:

   • Set to Order PU for quote-based custom vendors.

   • Set to Order SHIP for cart-based custom vendors.

3. Then follow the matching instructions in Sections 4 or 5.

7. Fulfillment handoff: when you are “done”

You are done with a vendor Order Ticket when:

• Order PU ticket reaches Reviewed Confirmed, or

• Order SHIP ticket reaches Submitted.

At that point:

• The ticket should fall off your Action Items view.

• Management and warehouse can:

  • Pay the order (for manual SHIP vendors).

  • Receive and process incoming materials.