Order Workflow in HubSpot

TSDC – Order Workflow in HubSpot

Orders will come into Big Commerce (BC)/ Shopify. Some information will automatically transfer to HubSpot (HS) from the Order (referred to as “Deal” in HS). Here is a breakdown of the workflow and team responsibilities:

How to read the section headings and content:

ORDERS

Order Received: This is the default stage for every new order that is loaded into HS, and the only stage in the Orders pipeline.

Production Team

1.Verify Buyer name and contact details (transferred information will not always match from HS to BC for these until our integration software is updated), associate relevant contacts to the deal, and correct Product SKU quantities and details.

2.Fill the “State” field according to the order to show the deal record has been reviewed.

3.Set the Deal Stage to “Waiting for Artwork” (UNLESS deal has already been set to “Artwork Uploaded” or “Design Job Received” and “Send Questionnaire” for design orders.

GRAPHICS

Waiting for Artwork: For when we are waiting for artwork submission, or new artwork has been requested from the client. 

Artwork Uploaded by Client: For when new artwork is uploaded. Orders will move to this stage automatically in HS when new artwork is uploaded.

Graphics or Sales & Support Team

1Deals will need to be set to this stage manually whenever the artwork Object has de-synced (Like incorrect order number).

2.Whenever you set a Deal to this stage manually you will need to fill in the “Latest Artwork Received” field in the deal – format should be: “03/09/25 01:59PM”.If the client has added Artwork Comments on the object, that will need to be added too.

3.Check to see if the “In-Hand Date” and “Target Approval Date” fields are filled in. If not, complete the fields if that info was in the communication from the client with the artwork, or set a task for “sales & support” to request this information.

Graphics Team

1.Switch deal stage to “Currently Proofing” to notify your team that this order is already being proofed, to avoid multiple proofers proofing the same order.

2.Create and send proofs if the Order doesn’t include design services. Once proofs are sent to the client, set Deal Stage to “Proofs Sent”.

3.Alternatively, if the artwork is definitely not print-ready, then email the client and request new artwork – set deal stage back to “Waiting for Artwork”.

Proofs Sent: Once proofs have been sent by the Graphics Team.

Sales & Support Team

1.If after 24 hours the deal is still in “Proofs Sent”, an automated email will be sent to the client to check they received them. Client may reply saying they did not receive them. Forward the original proofing email thread to the client, with the proofs attached.

Graphics Team

1.If you receive verbal confirmation or a direct email that proofs are NOT approved, please set HS back manually.

2.If the client clicks “Approved” when reviewing their proofs, HS will automatically set the stage to Production - Ready for Production. If you receive a direct email saying the proofs are approved, please set HS to Ready for Production manually. We do not accept verbal approvals; we must have it in writing or through the automated proofing form.

DESIGN

Design Job Received

Production

1.Once the new order information is filled out. Move pipeline to “send questionnaire”.

Questionnaire Sent

Graphics Coordinator

1.Check ‘Design Jobs (Current)’ filter on HubSpot daily so that orders in this stage are not forgotten about. Once questionnaire answers are received from client, the deal stage will automatically move to Questionnaire Received.  

Questionnaire Received

Graphics Coordinator

1.Fill in  the Target Approval Date field in order in HubSpot. If the In-Hand Date is missing, set up a task for the Sales Team.

2.Reach out to the next designer in the queue, if they cannot take the job, move to the next designer and so on. When asking designers if they want a job, inform them of how many hours and the deadline for target approval. 

3.If the status was inputted as Design Job Yes, it should automatically create a design folder. If none is created, manually create one.

4.Check to see if client has uploaded artwork anywhere else, including through the website portal and move these files to the design folder as well if needed.

5.Once a designer has agreed, move deal stage to Assign Designer in HS. This will automatically send the information to the designer.

With Designer

Graphics Coordinator

1.Sporadically check in with designer about how the design is coming along. A day or two before the target approval deadline remind the designer of when the design needs to be approved by.

2.If a client ever uploads new files, through WeTransfer, upload the files as an Object. Then inform the designer that there are new art files in the folder.

PRODUCTION

Ready for Production: All products in the order should be ready for production and vending.

Production Team

1.Double check that all the elements of the order are in place: files ready, IHD, etc. Check internal notes if we are pending any address or shipping label information.

2.Vend order.

Vended: For when products for the order have been requested from our supplier(s).

Production Team

1.If it’s a one-off order without graphics, set the Deal Stage to “Vended”.

2.If there are graphics with the order set the Deal Stage to “Vended – Need to Upload Files”. 

Vended – Need to Upload Files

Graphics Team

1.Here artwork files need to be uploaded to the appropriate supplier(s).  Once complete, set Deal Stage to “Artwork Uploaded to Supplier”.

Artwork Uploaded to Supplier: For once artwork files for the order have been uploaded to the supplier(s).

Graphics Coordinator / Production Team

1.When WS, NAD, BSA, B2, or OR are involved as a supplier, set deal stage to “Supplier Proofs Approved” when they are all completed through the suppliers’ proofing portals.

2.For ES/XP only orders, set this to Supplier Proofs Approved once we receive the confirmation email the next morning.

Partial Supplier Proofs Approved: For when suppliers are involved in an order and ONLY SOME of their proofs have been approved.

Graphics Coordinator / Production Team

1.Once ALL supplier proofs are approved, set deal stage to “Supplier Proofs Approved”.

Supplier Proofs Approved: For when suppliers are involved in an order and ALL their proofs have been approved.

Shipped: For orders that have all the tracking information listed but not all tracking numbers are ready to be sent to the client.

Production Team

1.Add tracking info to deal in HS.

2.For ES/XP orders with hardware, move deal stage to “Send Hardware Tracking” after putting the hardware tracking number in the correct field. This will email the client just the hardware tracking number.

3.Once all tracking is in an acceptable stage to send to the client, add tracking info to BC or Shopify, then set deal stage to “Tracking to BC”

Tracking to BC

Production Team

1.Periodically check orders in this stage and see if they have been delivered.

2.Compare undelivered orders to IHD in deal to ensure that they aren’t going to be late. If any issues are found, notify Sales & Support team and ask them to contact the client.

3.HS will automatically change the pipeline to “Closed” and deal stage to “Client Received Order” a week after Tracking to BC

CLOSED

Client Received Order: Order completed.

Waiting For Refund: If a client requests to cancel their order, put deal in this stage and set a task for manager to refund the order in full.

Cancelled: Order has been cancelled.

ADD-ONS

Original Order Updated:

Production Team 

1.Fill in the “Original Order” field with the order number this is an add-on for.

2.Update the product information in HS.

3.Set Deal Stage to “Original Order Updated” once all the information has been updated and entered for both the add-on order and the original order.

4. On BigCommerce/Shopify, mark the order as ‘fulfilled.’