About OOFOS
OOFOS is a footwear brand focused on recovery and performance, known for its proprietary OOfoam™ technology. As the company expanded both online and offline, the complexity of its order flows grew, particularly in managing order and fulfillment across multiple channels and ensuring seamless financial and inventory accuracy. They required more than just off-the-shelf solutions. It called for precision, automation, and a deep understanding of Shopify and NetSuite integration. That’s where Hairball came in.
Website
Industry
Apparel, Footwear & Accessories
Integrations
The Challenge
OOFOS needed to split incoming orders from Shopify based on sales channel, with specific logic for kiosks (in-person retail) versus online web orders. While their primary storefront runs on Shopify, sales come from various touchpoints: web, kiosks, social channels, and more. Orders were flowing in, but not always cleanly, especially when gift cards entered the mix. This was essential for accurate fulfillment, reporting, and financial reconciliation.
The team needed to split order intake by sales channel and location. Orders from kiosk locations (three physical POS setups in Shopping Centers) had to be handled differently from web orders coming through online and social.
They also faced challenges around gift card usage. Matching Shopify gift card balances with NetSuite’s Gift Certificate records wasn’t consistent. Without proper sync, issues surfaced during payments, refunds, and audits.
Finally, taxes and shipping needed to follow conditional rules. For example, Canadian orders with a “replacement” tag had to bypass tax charges. Shipping methods in Shopify had to map cleanly to NetSuite codes, and customers from specific regions had to be tied to the right customer record in NetSuite.
Key Issues
Here’s what OOFOS was struggling with before our intervention:
- Disconnected Order Flows: Shopify orders from kiosks and web weren’t being split, making fulfillment and reporting messy.
- Gift Card Issues: Balances were mismatched, leading to order delays and reconciliation issues in NetSuite.
- Edge Case Errors: No logic to handle partial or missing gift card balances, either the order failed or the team had to fix it manually.
- Tax and Shipping Logic: Special tax rules (e.g., Canadian tax exemptions) and shipping code mappings weren’t being applied consistently.
The Solution
Hairball engineered a custom Celigo integration with Shopify and NetSuite, splitting the Shopify order flow into two fully distinct branches, designed to scale with OOFOS’ growth. Key components included:
1. Split Order Flows by Channel
We created two Celigo flows, one for web, one for kiosks, each with tailored logic. This allows for clean routing, customized fulfillment rules, and better channel-specific reporting based on their origin.
- Kiosk Orders: Handled as a dedicated path, with logic tied to fulfillment status and tagged as physical retail locations.
- Web Orders: Capturing all online, social (Facebook, Instagram), and mobile traffic, flowing through a separate branch optimized for DTC fulfillment.
2. Advanced Gift Card Matching
Hairball built out custom functions/hooks that:
- Pull payment transactions from Shopify.
- Match Shopify gift card IDs to NetSuite Gift Certificates.
- Automatically triggers targeted error messages such as “insufficient balance” or “gift card not found,” complete with Shopify IDs for traceability.
- Insert gift card items on NetSuite orders when matched successfully.
3. Conditional Tax and Shipping Logic
We applied conditional logic to handle:
- Canadian orders with special tags (“replacement”) triggering tax and charge exemptions.
- Shopify shipping methods mapped to internal NetSuite shipping codes.
- Location-based customer record assignment (e.g., “Web Sales Canada”).
The Results
By splitting flows, isolating edge cases, and creating robust error handling, we gave OOFOS complete visibility and control across retail and eCommerce transactions, without sacrificing customer experience.
Both order flows now:
- Accurately match gift card data between Shopify and NetSuite in real time.
- Flag issues when gift cards don’t match, are short on balance, or can’t be found, without blocking the order flow.
- Map tax logic correctly, applying exemptions for cases like Canadian “replacement” orders.
- Translate Shopify shipping methods into NetSuite shipping codes, including country-based customer record tagging.
What’s Next for OOFOS?
With a fully automated Shopify–NetSuite order flow in place, OOFOS is now equipped to expand its omnichannel footprint, whether through new channels, regions, or fulfillment partners. Their team no longer spends time reconciling mismatched gift cards or chasing down edge case errors.This foundation enables faster revenue recognition, streamlined returns, and accurate financial forecasting.
At Hairball, we design integrations that make complex operations feel simple. We don’t just build flows, we build forward-looking architecture.
Are your Shopify and NetSuite workflows creating more work than they should? Let’s explore how Hairball can simplify, streamline, and future-proof your eCommerce operations. Book a free call with our team.
