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Managing Vendor Order Tickets & The Fulfillment Hand-Off

As a Sales Rep, you do not physically fulfill the orders, but you are the crucial Gatekeeper who hands the order off to the back house.

Once your deal reaches Closed Won, HubSpot automatically generates an "Order Ticket" for every vendor on your deal. Your job is to process these tickets until they hit their specific "Cut-Off Status." Once a ticket hits the cut-off status, it is officially handed off to the fulfillment team and drops off your plate.

 

Where to Find Your Tickets

Navigate to Service > Tickets in HubSpot and select your "Action Items" saved view. This view filters out the noise and shows only the tickets that currently require your input.

 

📋 The Vendor Pipeline Cheat Sheet

Use this table to know exactly which pipeline your vendor ticket will appear in and what your required Cut-Off Status is.

Vendor Name Pipeline Fulfillment Type Your Cut-Off Status
KCD, USCD, Wurth Order | Ship Manual (Build Cart Online) Submitted
HCI (CO* & AZ), Impress*, WSI, US Industrial Order | PU Automated Reviewed & Confirmed
Ruvati, Amerock Order | Ship Automated Submitted
Architectural Surfaces, Arizona Tile Order | PU Automated Reviewed & Confirmed
Custom Vendors Default to Order | PU Manual Reviewed & Confirmed or Submitted

 

Scenario A: The "Order | Pickup" Pipeline (The Quote Approval Workflow)

 

Don't let the name fool you! Some vendors in this pipeline (like Impress, and HCI CO) actually ship products to us. They are in this pipeline because their process requires us to review a quote first.

🎯 Your Target Cut-Off Status: Reviewed & Confirmed

  1. Wait for the Email: The vendor will email you a quote or Sales Order (SO).

  2. Review & Approve: Check the SO against your MySalesHub order. If it is 100% accurate, reply to the email to approve it.

  3. The Hand-Off: Go to your Action Items dashboard in HubSpot, open the Order Ticket, and manually change the Ticket Status to Reviewed & Confirmed.

Scenario B: The "Order | Ship" Pipeline (The Direct Order Workflow)

This pipeline is for vendors where we build a cart and submit the order directly.

🎯 Your Target Cut-Off Status: Submitted

  • Automated Ship Vendors: The system automatically submits the Purchase Order to the vendor for you. Simply watch your Action Items view to verify the ticket progresses from Not Submitted to Submitted. No Action needed!

  • Manual Ship Vendors (Wurth, KCD, USCD): 1. 🛑 STOP: Do not touch the HubSpot ticket yet.

    2. Log into the vendor's online portal.

    3. Build the exact order and save it as a "Saved Cart" ready to be purchased.

    4. The Hand-Off: Once the cart is saved on the vendor's website, go back to your HubSpot Action Items and manually change the ticket status to Submitted. This triggers a "Please Pay" request to Management.

Scenario C: Custom Items & Custom Vendors

If you added an off-menu "Custom Item" or created a "Custom Vendor" during the quoting process, the system will generate a ticket for it. Because these are outside our standard catalogs, they require manual oversight.

  1. The Default Pipeline: By default, tickets for Custom Vendors and Custom Items are generated in the Order | PU pipeline.

  2. Editing the Pipeline: If your custom vendor operates more like an online shopping cart (where you build the order directly rather than waiting for an emailed quote), you can manually edit the ticket in HubSpot and move it to the Order | Ship pipeline.

  3. The Hand-Off: Process the ticket according to whichever pipeline it is in (reaching either Reviewed & Confirmed or Submitted based on the steps above).