Order Desk Integration Onboarding Guide
⚠️ Please contact us about integrating your sales platforms to our Order Desk system.
Hello, Candle Builders Partner!
We've created a step-by-step onboarding process to help you connect your sales platforms directly with our Order Desk system.
Please read all steps carefully. We included additional details about production times, shipping costs, and other useful bits of information.
If you need additional support at any time, please do not hesitate to Contact Us Here.
Order Desk Setup
Order Desk is an order routing/order management software. We have tested many of them and we believe Order Desk is the best! Learn more about Order Desk here if you are new to the software. https://help.orderdesk.com/article/794-getting-started
Note: Order Desk integration with Candle Builders is offered on a case by case basis.
In order to connect with us you will need an Order Desk account. We have an existing integration set up for CB customers. Order Desk will submit your print on demand orders to Candle Builders OD store from yours. As orders are fulfilled, the shipment info will automatically be pulled back into Order Desk and sent back to the original shopping cart.
A. Log into your Order Desk account.
B. To connect to Candle Builders, click on Manage Integrations in the left sidebar. Under the Print on Demand tab, find and click to enable the Candle Builders integration.
C. You can also search for Candle Builders.
D. Enter your Customer ID provided to you from Candle Builders.
Please note that Order Desk isn’t able to help find or reset your credentials, only Candle Builders can provide that.
E. Once connected, you will have a few settings where you can set your preferences for this integration. For the folder setting, after import please select PREPARED and after shipment select CLOSED. You can ignore the product code match settings, as they are not needed.
F. After import, move to prepared means that your candle order is in progress. Please note once we receive an order you/we CANNOT modify it.
G. After shipment, move to closed means that we will pass tracking information to your OD store, which will also pass to your ecommerce channels. Once shipment is confirmed, the order is moved to closed.
H. Integration Settings - Inventory
After your folders settings setup is complete, you need to set your inventory settings. Please navigate to store settings on the left hand sidebar under settings. Directly above the manage integration on the side bar.
Under the Inventory Settings section, Add Inventory Details to Order Items should be checked. See the image with the label Store Settings.
I. Integration Settings - Connecting Your Sales Channel
Navigate to Manage Integrations, and under the shopping cart tab set up your channel, ie. shopping cart. See images below. Also following is an example of an Etsy set up.
Etsy Example Integration
Navigate to Manage Integrations and Select Etsy. Under Settings Please set up the following
ENABLE SYNC TRACKING NUMBERS
CHECK FOR NEW ORDERS - SET THAT TO YOUR DESIRE TIMEFRAME
INVENTORY LOCATION FILTER: SET TO CANDLEBUILDERS
Next: Click on VIEW INVENTORY ITEMS under manually import inventory items (See second image and details below for next steps)
NAME: ENTER NAME OF YOUR PRODUCT
CODE/SKU: YOUR STORE FRONT SKU and append the Candle Builders SKU. Reminder all of these can be found in the earlier parts of this document. EXAMPLE:YOUR SKU-PM-3-GD-K23 (This example would result in the following product: Your store SKU-Spiced Pumpkin-Amber vessel-Gold Lid-Kraft paper label
CURRENT STOCK: Set to 9999
Price: Set your retail price
Weight: Set to .9
UNDER VARIATIONS:
Add: Scent Variation - Type out scent name. Although we know the scent via your sku, this helps us during the fulfillment process.
Add Size Variation - set at 9 oz
Add: Label - This is where your print URL will go. A printurl is a link to your hosted label design. This is the art we will use to print and apply to the candle. Note: Many sellers use Dropbox to host their images.
UNDER ITEM METADATA:
Add: PRINT URL - This is where your print URL will go. A printurl is a link to your hosted label design. This is the art we will use to print and apply to the candle. Note: Many sellers use Dropbox to host their images.
YES: Please add the print URL to both Set Variation (labeled label) and under Metadata (labeled Print URL). If the PRINT URL is not labeled PRINT URL with the LINK to the art, we will not be able to print the art. The label will print blank.
UNDER VARIATIONS:
Add: Scent Variation - Type out scent name. Although we know the scent via your sku, this helps us during the fulfillment process.
Add Size Variation - set at 9 oz
Add: Label - This is where your print URL will go. A printurl is a link to your hosted label design. This is the art we will use to print and apply to the candle. Note: Many sellers use Dropbox to host their images.
UNDER ITEM METADATA:
Add: PRINT URL - This is where your print URL will go. A printurl is a link to your hosted label design. This is the art we will use to print and apply to the candle. Note: Many sellers use Dropbox to host their images.
YES: Please add the print URL to both Set Variation (labeled label) and under Metadata (labeled Print URL). If the PRINT URL is not labeled PRINT URL with the LINK to the art, we will not be able to print the art. The label will print blank.
Sending Orders to Candle Builders
You'll see a button for every print on demand integration you have under the item in your order. Click the appropriate button to submit your order to that printer. In this case, select Candle Builders. When clicking this button, it queues up the order for export to us. It can take a couple seconds for the appointment to run, so give it a moment, then refresh the page to see if the order went through or not.
The order will move to the prepared folder. This means we received it and it is in process. Once it is shipped, it will move to the closed folder and tracking information will post back to your storefronts. Of Course there are ways to automate the sending of order items to us, and more on splitting items and sending to multiple printers can be found at the Order desk help desk.
Scroll down to the Order History section near the bottom of the page. Order History shows all the events that happen to an order from the moment it is created. When you submit an order to Candle Builders, an event is added to the history to say that the order was scheduled to be sent to us. If the submission was successful, an event is added a moment later to say it was submitted:
If the submission was not successful, an event will be added to say it wasn't submitted with a message about why. In most print on demand orders, the error is that the print details are missing or wrong. If you get an error, double check that your variations are accurate, and contact Order Desk support if you still need help figuring out the error.
Other Important Information
Candle Prices:
7.5 oz Candle prices range from $9.00 to $9.75 dependent on the candle variation.
The 13.75 candle is $11.80. These are the prices we charge you.
These prices are subject to change due to market conditions. We will always notify you first should prices increase.
Shipping:
We ship to US and Canada only.
Shipping Prices:
We charge a flat rate for shipping to the US.
The 7.5 oz candle is $7 and the 13.75 candle is $8. Each additional candle is $5.00
Shipping to Canada is based on the package weight.
These prices are subject to change given market conditions. We will always notify you first should prices increase.
Shipping Set up and Rates:
Your shipping options need to be setup in the Shopify settings admin. If your store is new, please review the Shopify Shipping help page.
Shipping Carrier and Methods:
We ship USPS Ground Advantage and Priority. We do not offer express shipping at this time.
Shipping times vary dependent on distance from our New Hampshire facility. Generally it takes about 2-5 business days for USA destinations and about 10-14 business days to Canada.
Fulfillment Processing Time:
We process orders between 1-3 business days. The day we receive the order is considered day zero. During holiday rush, we process between 2-5 business days.
Packaging:
We ship single 7.5oz candles in a custom candle box. A single 13.75oz candle is packaged in a gift box and then in a 6x6x6 heavy corrugate box. All multiple candle orders are packaged in heavy corrugate boxes.
Billing:
We automatically charge the CC used during set up for the orders processed in the preceding 24 hrs. Should the CC be declined, we will rerun the card on a Thursday of the week we originally tried to bill. All invoices can be found in the app under invoices. This can be found in the left hand navigation.
Packing Slip: There are no branded packing slips in your shipment or any indication of your pricing.
Returns, Refunds & Replacements:
Sellers should establish their own return and replacement policies. For candle products, we don't accept returns or offer refunds due to their custom nature. However, we will provide a free replacement for candles that are lost in transit, arrive broken, or have defects. Our goal is complete customer satisfaction. If your customer reports any issues, please contact help@candlebuilders.com with the customer's name, shipping address, original order number, and a picture of the damaged candle if applicable. We'll process a replacement within 1-2 business days.
⚠️ Understanding Product SKUs From Our Shopify App. ⚠️
SKU Note: After adding a new candle from our app to your Shopify store, you'll notice your SKU has an extra SKU at the end. Any modifications must be made on the Shopify product page. Please review this for details on what is editable.
How it works: while using our app you make a candle with the title Kitty Candle for $25 and a SKU KITTYCANDLE. You select the scent Sea Breeze, a 9oz Clear Jar with a White Lid and White Label. After publishing the product from our app to your Shopify store, the SKU will look like this in your Shopify product page: KITTYCANDLE-SB-2-WH-W23.
Our app added "-SB-2-WH-W23" to the end of your SKU. This is necessary and cannot be removed without causing issues.
Example of making a change: Let's say you want to change the product title to Cat Candle and the SKU to CATCANDLE. On your Shopify product page, you would change the SKU to CATCANDLE-SB-2-WH-W23. As long as you keep the -SB-2-WH-W23 at the end, then our app will still accept product orders without issue.
You can also change anything else on your Shopify product page without issues. This includes the Product Title, Price, Product Description, & Vendor.
Also, if you wish to change the scent, jar type, lid color or label color of a candle that you made in our app, you need to make a new product. That Shopify product is locked to those specifications in the SKU. Likewise, you cannot duplicate a product in Shopify to make a new product for Candle Builders to drop ship. The app did not make the duplicated product, so it will not work.
SKU's by Candle Variations & Scents
Google Doc Reference Link:
https://docs.google.com/document/d/18KO4f9mMTiS1DKi8Fj3zDGoXRVg8MORJf5FWRoXLepU/edit?usp=sharing
Scent Abbreviations
Comfort spice: CS
Sea Breeze: SB
Vanilla Bean: VB
Pink Grapefruit: PG
Fresh Balsam: BC
Spiced Pumpkin Ginger: PM
Eucalyptus Lavender Herb: EL
Candle Vessel SKU Number Indicator
13.75 Clear Vessel: 1
7.5 Clear Vessel: 2
7.5 Amber Vessel: 3
Lid Color Abbreviations
White: WH
Gold: GD
Black Gloss: BG
Black Matte: BM
Label Abbreviations
White: W23
Kraft: K23
As an example, this SKU:
CATCANDLE-EL-2-WH-W23
EL = Eucalyptus Lavender Herb Scent
2 = 7.5oz Clear Vessel Jar
WH = White Lid Color
W23 = White Label
