Frequently Asked Questions

Not ready to talk to us yet? Doing your research? Trying to get a handle on all the Magic Infoplus has to offer?  Check out the FAQs.   We are ready to chat anytime you're ready for more information. 

You Have Questions.

We Have Answers.

It's a scary world out there, and we all need all the help we can get to make it work.

Dig into some of the high level questions and topics below.   From Asynchronous EDI Transactions to Warehouses Isle ending in Z, we have a little of everything.

If you need more information, don't see what you are looking for, or if it all just isn't making sense, no worries.   We love to pick up the phone and chat.  We can't always help, but we always know someone that can!

Accounting Questions

Q: We don't use Quickbooks or Xero, can I still get the data I need into my accounting system?

A: Infoplus includes a universal general ledger report. Customize and export the report to feed directly into your system, or use APIs to automate the process. Our Infoplus Support Engineers would love to help connect Infoplus to your system.

Q: Can I sync my data with my Quickbooks account?

A: Infoplus has plugins to work directly with Quickbooks to make it simple to sync your activity - either by transaction or by rollups.

Q: Can I sync my data with my Xero account?

A: Infoplus has plugins to work directly with Xero to make it simple to sync your activity - either by transaction or by rollups.

Q: Can I get the data I need to feed my backend accounting system?

A: Infoplus includes a universal general ledger report. Customize and export the report to feed directly into your system. Or use APIs to automate the process. Our Infoplus Support Engineers would love to help connect Infoplus to your system

 
Getting Started Questions

Q: How do I get started?

A: Click Free Demo and we'll be in touch right away – with absolutely no obligation. Our Support Team will be in touch right away to to help guide you through getting your warehouse setup, integrating your shopping cart and working with your UPS, UPSP, Fedex and other shipping accounts.

Q: How many users can I have?

A: The number of user accounts is tied to your Infoplus tier. Check out our pricing page for details. The Professional and Enterprise levels allow you to add or remove additional user accounts as needed at any time.

Q: How many users will I need?

A: Your number of users depends on the size of your operations and support teams. Startup and Growth clients may have less than 5 users. Large enterprise clients have 100+ users. Infoplus lets you restrict level of access based on role, so no need to exclude anyone who plays a unique or limited roll on your team. Let us help you figure out how many users you need.

Q: Can I upgrade to a different plan at any time?

A: Yes! Contact Support or your Representative at any time to change your plan.

Q: Can I add additional features to my Infoplus account without upgrading my whole plan?

A: Add additional users, plugins and take advantage of unlimited skus, orders and shipments with the Infoplus Professional and Enterprise packages.

Q: How quickly can I get started?

A: Right now! Sign up on our website and we will contact you for the next steps right away.

Q: Do you offer a trial period before purchase?

A: Sign up and we'll give you a free demo. Then, work with our team to get your Infoplus instance setup, integrated and shipping orders.

Q: What payment options are accepted?

A: For Startup, Growth and Professional versions, we accept all major credit cards and PayPal. For Enterprise clients, in addition to credit card payments, we can also setup terms and allow for payments via Invoices.

Q: When will I be billed?

A: There is no credit card required to get started. Once you decide to buy, putting your credit card information on file will allow us to automatically bill you monthly for continued access. Cancel at any time.

Q: I only have a few SKUs in my inventory, is your system too complex to support this?

A: Infoplus supports businesses with small inventories up to enterprise clients with very large inventories. The beauty of Infoplus is it's designed to scale with you as you grow.

Q: What is your cancellation policy?

A: Cancellation is based on your agreement. Once you cancel, you will no longer have the ability to enter orders or create shipments. You will still be able to access your data for the next 30 days. Export your data set during that time.

Q: I just signed up. Now what do I do?

A: Our Team will be in contact with you to set up a product demo. At the Infoplus Support Center, you'll find solution articles and videos in our Knowledge Base that will guide you through Infoplus from start to finish.

Q: I have employees who need access, but I want to set some restrictions and monitor their performance. Can I do that?

A: Infoplus lets you restrict who has access to what information, and what they can do with it. Every action taken by every user is tracked throughout the system, allowing you to fully audit and report on employee activity and labor.

Inventory Management Questions

Q: Can I track detailed production and manufacturing lot or recall information?

A: Infoplus makes lot tracking possible and recalls simple. Optionally, record detailed production, manufacturing, revision and packaging information for every receipt processed in the warehouse. Once received, Infoplus tracks that same detailed item information all the way to the shipped carton. This allows you visibility on where your product lots are and total control of who received them.

Q: Can I setup my warehouse and locations for storing my product?

A: Infoplus has all the tools you need to manage storage of your materials in the way that works best for your products. Store products at the receipt level, production lot/revision date level or at the item level. Manage zones for ongoing efficiencies for temporary drop areas, directed put-away and down-forward location.

My Business Questions

Q: What level of support can I expect from Infoplus?

A: We want to hear from our customers and help with their unique needs. Infoplus uses an online ticketing system to ensure your inquiries get the proper attention. Behind that system is a great team of engineers and support staff who love helping our customers in a most timely way. If you're contemplating a change in your system, have any issue or just want to run something past us - we are here!

Q: I am a small company just starting out. Is Infoplus overkill for my needs?

A: Infoplus was designed for flexibility to meet every business need. As you grow, your system needs and access will grow with you. Check out our pricing options.

Q: We are growing quickly. Can Infoplus handle my current needs and fast growth?

A: Infoplus was designed for flexibility to meet every business need. As you grow, your system needs and access will grow with you. Check out our pricing options.

Q: I am a large eRetailer, does infoplus scale to my level and support the complex processes I need for QA and labor tracking?

A: Infoplus was designed for flexibility to meet every business need and is especially powerful for enterprise size businesses.

Q: Can I have different employees access different features of Infoplus?

A: Set up Infoplus with as many users as you need to run your business so all your employees can enjoy the benefits. Infoplus pricing tiers let you choose your company size. Set roles for your employees based on their level and job type.

Q: Am I locked in?

A: There is no credit card required for your free trial. Our team will work with you on your preferred billing method. Cancellation will be based on the type of agreement you choose.

Q:Is my data secure?

A: Infoplus takes the security of you and your customers very seriously. We understand how important it is to keep your data safe and secure. Infoplus' practical security measures are based on best practice risk management - and then we take it even further. Here are the details: 

Encryption: Infoplus' first security defense is simple and important but often overlooked by others: We make sure every single connection between your computer or wireless device and the Infoplus servers is encrypted using 256 bit security encryption. This is roughly twice as strong as many banks use today. Unlike many other web-based services that provide encryption as an option, Infoplus provides this level of encryption and security as compulsory. There is simply no way to access Infoplus without at least 256 bit encryption. 

Access: We go to significant lengths to ensure the connections our engineers use to manage your system and are also tightly controlled and secured. All engineers are closely vetted, and access to the server infrastructure by our engineers is only possibly via a 2048 bit encrypted VPN connection, secured in addition through private keys and a server-side access control list that allows for immediate revocation if required. While a small group of our engineers need to be able to access systems to manage, optimize and maintain them, the only services that are accessible outside this protected channel are via the website and mail server that you use, each of which is firewalled and locked down at the front door. The databases and application servers that store your critical data are never accessible directly to the outside world. 

Segregation: When it comes to data security, segregating your data from that of other Infoplus clients is an important and effective security measure. In other hosted or multi-tenant applications that run in the cloud, one of the risks is that everything is stored together in a single database, and all it takes is one oversight to get unauthorized access to your data. When you become an Infoplus client, your data is kept in a separate, segregated database which is tied completely to only your quarantined deployment of Infoplus. 

Vigilance & Expertise: Servers, websites and applications are created by people. Infoplus is built with top notch engineers who have more than a decade of proven performance in large scale technical environments for the most demanding high-tech companies . By choosing to build upon services within the Amazon AWS sphere, we've made sure Infoplus is built on the most stable, secure and proven platforms. Should a hole or exploit be found, Infoplus is architected to support a high level of automation. This means within a matter of minutes, Infoplus' systems and services will automatically update and patch. Infoplus' team of dozens are watching the system around-the-clock. They leverage their high expertise, vigilance and dedication to doing things right to ensure your data is protected and secure.

Q: Does Infoplus guarantee uptime for my business needs?

A: Infoplus guarantees 99.95% uptime. We monitor the system 24/7 to ensure you're up and running at all times.

Q: Will I be charged more if I use Infoplus more (like nickel & dime me per order)?

A: We want you to use Infoplus to its fullest extent and we believe the best way to do that is to keep our pricing simple and upfront. Pay for the service level you want and then go. No hidden fees. No transaction charges.

Q: Can I run multiple brands or business units with Infoplus?

A: Infoplus Startup and Growth packages are designed for eRetailers that are getting started and building their business. Once you need to support multiple brands or business units from within the same operation, it's time for the Professional or Enterprise packages. Both will allow you to create as many brands or lines of business as needed. This allows you to streamline operations and storage while keeping clear segmentation of your business for reporting and financials.

Q: Can I run multiple brands or business units with Infoplus?

A: Yes! With the Infoplus Enterprise package you will have the ability to run as many physical warehouses as needed. Each with their own shipping, storage, operational, labor and productivity tracking.

Q: I've been doing everything myself, why do I need Infoplus?

A: Infoplus saves you so much time that you will wonder how you got along without it. Free yourself to focus on growing your business by making the choice to give Infoplus a try.

Q: I don't have a tech person. How will I get all my data loaded?

A: Infoplus makes it simple to get started so you can be productive as quickly as possible. We're here to help you with every step along the way.

Orders and Order Management Questions

Q: How do I handle returns?

A: Infoplus supports reverse logistics if your customer decides to return their order. Move your inventory quickly and efficiently through the warehouse to get it back in stock.

Q: How do I get orders into the system if I don't have an integrated shopping cart?

A: Infoplus offers traditional order entry methods. You have the ability to enter individually or load a file of all orders in a batch mode.

Reports and Custom Field Questions

Q: What types of reports are available?

A: Infoplus puts users in direct contact with all their data. Creating your own reports allows you the flexibility to see what is important to you when you need it.

Q: Can I create a custom report?

A: Infoplus provides custom reporting that puts you in control of exactly the report you want, when you need it, and automatically delivers it to others that you've chosen.

Shipping and Carrier Questions

Q: Can I ship with multiple carriers?

A: Infoplus supports real-time shipping and rate-shopping with all major carriers, including UPS, Fedex, DHL, USPS and 12 others. See our full list of shipping and manifesting partners to get the full picture of how Infoplus can give you every shipping option your business needs.

Q: Can I track my packages in real-time?

A: Infoplus allows you to access all of your shipment activity from wherever it is; so whether it's in your facility, in transit with the carriers, delivered, or being returned. This is all happening in real-time, instantly accessible at a on your dashboard, in detail within the parcel details application, and in your hands with mobile notifications.

Q: Can I ship alcoholic products?

A:  Infoplus supports all of the special labeling and shipping requirements needed to safely and legally ship wine and alcoholic packages within the US and internationally.

Q: Can I ship hazardous materials?

A: Infoplus supports all of the special labeling and shipping requirements needed to safely and legally ship hazardous materials via ground and express service levels.

Q: Can I create a custom packing slip?

A: Infoplus supports multiple versions of packing slips that you may need to support your business.

Q: Can I have multiple packing slips for different orders?

A: Infoplus supports multiple versions of packing slips that you may need to support your business.

Q: Can Infoplus handle items that drop ship from my vendors?

A: Infoplus allows for entry of an ASN into the system for notification of a purchase and inbound arrival of goods. This purchase order can also be sent to a manufacturer as a record of purchase.

Q: Does Infoplus handle international shipping?

A: Infoplus supports real-time shipping and rate-shopping with all major carriers, including UPS, Fedex, DHL, USPS and 12 others. See our full list of shipping and manifesting partners to get the full picture of how Infoplus can give you every shipping option your business needs.

 

24/7 Support Questions

Q: What level of support can I expect from Infoplus?

A: We want to hear from our customers and help with their unique needs. Visit the Infoplus Support Home to use their Knowledge Base and online ticketing system to ensure your inquiries get the proper attention. Behind that system is a great team of engineers and support staff who love helping our customers in a most timely way. If you're contemplating a change in your system, have any issue or just want to run something past us - we are here!

Q: Can I speak to one of your support engineers?

A: Our Support Engineers are available to help you personally. Submit a support ticket and they'll get with you right away.

Q: Can I get one-on-one training for Infoplus?

A: Contact Us and we'll quickly get in touch to talk about your needs.

Q: Can I get one-on-one onboarding support for Infoplus?

A: Contact Us and we'll quickly get in touch to talk about your needs.

Q: Can an Infoplus Support or Onboarding Engineer come onsite to help us onboard and train?

A: Contact Us and we'll quickly get in touch to talk about your needs.

Q: How will Infoplus help me get up to speed and using the system quickly?

A: When you sign up, we'll get in touch with you to schedule a free demo. We'll help take the next steps with you from there to ensure a smooth experience. At the Infoplus Support Center, you'll find solution articles and videos in our Knowledge Base that will guide you through Infoplus from start to finish.

Q: What are the hours for the Infoplus support team?

A: Our standard support hours are 8-5 central time, M-F. Customer Down support is 24/7.

Technology and Developer Questions

Q: Can I integrate my shopping cart?

A: Infoplus supports a large list of shopping carts, including Magento, WooCommerce, Shopify, BigCommerce and others. Infoplus also has an extensive and easy to use API to allow custom tailored solutions for your site or unique setup.

Q: Can I access inventory, order and shipping information on my iPad or iPhone?

A: Infoplus is as happy on your Apple tablet or phone as it is on your laptop or desktop machine.

Q: Can I automate my order shipping and data?

A: Infoplus API's allow users to access and control the entire life-cycle of an order and any other piece of information within Infoplus. Using the API, integrate your internal or third-party application with Infoplus to create any workflow needed.

Q: Do I have to buy expensive pieces of equipment to manage my business?

A: Infoplus was designed to run with the simplest of technology. It is compatible with Android and Apple products which allows for tablets and iPads with hand held scanners to be used throughout your facility. Because Infoplus is web-based, there are no requirements for your desktop other than a good browser. Our software supports different browsers including Internet Explorer (works best on versions 10 and up), Google Chrome, Safari and Firefox.

Q: Do I have to install any software?

A: Infoplus is a cloud-based platform, available from any PC, Mac, or mobile device with an internet connection. All you need is a web browser.

Q: Does Infoplus support mobile access and is there a mobile application?

A: Infoplus has a mobile app to provide stored logins and a more immersive experience. Access Infoplus directly from your phone or tablet browser.

Q: Does Infoplus support standard document types?

A: Infoplus does use standard document types.

Q: What kind of technologies do you use?

A: Infoplus uses the same state-of-the-art web application that Amazon, Facebook, Google, and Apple use. We partner with Amazon for server, messaging, and storage needs. This empowers us to deliver secure and innovate solutions to you.

Q: What are your technical specifications?

A: There is no credit card required for your free trial. Our team will work with you on your preferred billing method. Cancellation will be based on the type of agreement you choose.

Q: Can I have different employees access different features of Infoplus?

A: Set up Infoplus with as many users as you need to run your business so all your employees can enjoy the benefits. Infoplus pricing tiers let you choose your company size. Set roles for your employees based on their level and job type.

Q: Can you customize Infoplus application for the unique aspects of my business?

A: Infoplus is built for flexibility out of the box. We would love to hear your feedback if you are already using our software. Our talented in-house developers will work hard to provide simple and elegant solutions to your special needs.

Shopping Cart and Marketplace Questions

Q: Can Infoplus be connected to Shopping Carts?

A:  Infoplus connects to over 60 shopping carts. We work closely with the “Big 6”: Shopify, BigCommerce, Magento 1, Magento 2, WooCommerce, and ChannelAdvisor. See our integrations page for more information and a full list.

Q: Do I have to manually update Orders in my Shopping Cart once it has been shipped in Infoplus?

A:  Once the Order is shipped in Infoplus, the tracking number and status will be updated automatically in your shopping cart with no manual intervention..  

Q: Can I integrate my Magento that has multiple stores within it?

A: Infoplus’ integration with Magento 1 & 2 allows you to have multiple stores. You can also see which orders come from each store.  

EDI and Transaction Type Questions

Q:  I have an inhouse-built webstore. Can I integrate it with Infoplus?

A:  Infoplus has an open API that you can utilize to integrate any custom-built stores. 

Using Infoplus and Training Questions

Q: I have a lot of records, but I want to find a set that fits a specific criteria. Do I have to go through all of my records to find the ones I need?

A: Infoplus, easily choose your search criteria using the Columns drop-down menus at the top of the table. Learn about how to search within tables.

Q: What else can I do to find records easily?

A: Infoplus, easily choose search criteria using the Columns drop-down menus at the top of the table. Learn about how to search within tables.

Q: I have a lot of records. If I have to work with more than one, do I have to do the same thing to each record individually?

A: Infoplus' bulk actions when you want to work with multiple records. Bulk Upload allows for multiple records to be uploaded from an Excel spreadsheet. Bulk Edit allows you to edit multiple records. Use Bulk Delete when you want to delete multiple records. Learn about Bulk Actions.

Q: Do I have access to all my data all the time?

A: Infoplus strongly believes that its customers are best served when they can access their data quickly and completely. It's your data -- we just want to help you make sense of it.

Pricing, Service, and Cancellation Questions

Q: What payment options are accepted?

A: For Startup, Growth and Professional versions, we accept all major credit cards and PayPal. For Enterprise clients, in addition to credit card payments, we can also setup terms and allow for payments via Invoices.

Q: When will I be billed?

A: There is no credit card required to get started with your free trial. Our team will work with you to put together an agreement that works for your company.

Q: Are there any hidden fees?

A: Infoplus has upfront pricing to make it simple for you to budget without surprise charges. Infoplus offers individual custom add-ons for a fee, each also with upfront pricing.

Q: What is your cancellation policy?

A: Cancellation will be based on the type of agreement you prefer. Once you cancel, you will no longer have the ability to enter orders or create shipments. You will still be able to access your data for the next 30 days. Export your data set during that time.

Kitting and Light Manufacturing Questions

Q: I build my kits as I receive orders. Can Infoplus handle that?

A:  With Infoplus you can create an “unassembled kit” that contains the correct quantity of each component in the kit. Once your kit is ordered, you will be prompted to pick each component during fulfillment. 

Q: Do you support kits within kits?

A:  With our Jobs application, you can create kits that have other kits as a component.

Financial System Connections Questions

Q: What financial systems do you connect with?

A: Currently we connect with QuickBooks Cloud and QuickBooks Enterprise.

Q: What kind of transactions are supported?

A: Sales Orders - from Finance System into Infoplus as Orders

-Purchase Orders - from Finance System into Infoplus as ASN's

-Products / Items - from Finance System into Infoplus as Items

-Vendors - from Finance System into Infoplus

-Shipments - from Infoplus into Finance System as Invoices (for QuickBooks Enterprise)

-Item Receipts - from Infoplus into Finance System

-Inventory Adjustments - from Infoplus into Finance System

 

3PL WMS Questions

Q: Can I create a “Customer Portal” in Infoplus?

A: Infoplus can set up customer portals for all your clients with any necessary parameters. In these portals, you can show clients their order’s status, inventory visibility, and more. Plus, clients can place orders within the portal and create any reports they need.

Q: Do you support different units of measurement?  

A: Infoplus supports several units including each, cases, pallets and more.

Q: Can I ship with my client’s parcel accounts, so we can utilize their rates?

A: Infoplus can ship with third party parcel accounts.

Warehouse WMS Questions

Q: Our warehouse contains both food items and non-food products. When fulfilling orders with food items, I have to use the oldest product first. Will Infoplus tell me to pick the oldest product first for our food products? Can it also tell me to pick the closest item for non-food items?

A: Infoplus sets up allocation details per product. With a little setup, you can set your perishable items to follow a strict First In, First Out (FIFO) schedule. Then during fulfillment, Infoplus will prompt you to take the oldest lot first.

You can also set up a First Expiration, First Out (FEFO) schedule. During receiving, you’ll record the expiration dates of each product. Then during fulfillment Infoplus will prompt you to pick the product with the closest expiration date. For items that do not require a FIFO or FEFO designation, you can tell Infoplus to pick from the closest location to reduce time picking.

Q: Can I put pictures of products in Infoplus and display them on fulfillment pick work?

A: Our Mobile Floor app (available on IOS and Android) can display a “Pick Image” to show a visual of the necessary product.

Q: I want to track serial numbers on products as they come in and out of my warehouse.  Does Infoplus support serial number tracking?

A: Infoplus supports the recording of multiple serial numbers at the time of receiving and/or shipping. For more information, see our article, “Serial Numbers in Infoplus.”

Q: Do I have to use a different software to produce parcel labels?

A: Infoplus has integrations with the leading parcel carriers. You can set up Infoplus to produce your parcel labels when shipping orders, all within the system. Find a list of carriers we integrate with  here.

Q: One of the products I sell I do not store in my warehouse; it ships directly from the vendor to the customer. How do I handle that in Infoplus?

A: In Infoplus you will set the status of that product to “Outside Vendor” and assign a Vendor. Then when an order with an Outside Vendor product reaches fulfillment, Infoplus removes that product from the order. Infoplus then creates a second order—with duplicate customer information—for that Outside Vendor product and marks the order as shipped. All you have to do is send the order information to your vendor so they can ship the product.

Q: In the past I have had issues with orders being changed and not knowing who did it.  Does Infoplus give visibility to changes to Orders?

A: All records in Infoplus (orders, products, locations, etc.) have an associated audit trail so you can keep tabs on all changes. You can see who made changes as well as a time & date stamp.

Q: I want to implement some quality assurance during picking. How can Infoplus help me with this?

A: When picking an order using Infoplus’ Mobile Floor app, you can require pickers to scan the location address barcode to confirm that they are in the right location. Additionally, you can require a scan of the product’s barcode to confirm that the picker grabbed the correct product.

 If you feel that a double-scan system is unnecessary, you can elect one or the other. Most customers choose to scan the location, since most pickers grab the correct product if they’re in the correct location.

 Don’t have barcodes for products or locations in your warehouse? You can create both directly within Infoplus

eCommerce WMS Questions

Q: Do you have any discounted Shipping Rates?

A: All Infoplus Customers receive Commercial Plus Pricing from USPS.

Q: Does Infoplus require all packages be weighed individually before Shipping?

A: Infoplus saves you labor by producing different parcel labels based on item information and carton size. This feature is built into the software.

Q: Shopify tracks our inventory. How is Infoplus different?

A: Infoplus is a true Warehouse Management Software, managing your warehouse from when an item comes in your door to the moment it leaves your warehouse and every step in between—receiving, storage, ordering, fulfillment, and shipping.

Q: Do you support POS and/or Brick & Mortar sales?

A: If your POS system is connected to your shopping cart, then Infoplus can handle those sales. Typically, clients configure those orders to “auto-ship” since there is no fulfillment or picking needed. Linking the POS system helps Infoplus clients report on sales history, log inventory, and forecast demand.

3PL Billing Questions

Q: What can I do with Infoplus 3PL Billing Module?

A: The Infoplus 3PL Billing Module allows you to fully define, customize, and automate the invoices that you send to your customers, based on activity from the Infoplus WMS system and parcel invoices imported from UPS and FedEx. After you set up a Customer Invoice Template, Infoplus automatically applies your Billing Rules and summarizes your customers' activity to produce Invoice Worksheets. You can review and edit these worksheets as needed before sending them to your customers or feeding them into your Invoice System

Q:  I have several different customers that I need to bill using unique rules for each customer.  Can I do that in Infoplus or do all my customers have to use the same billing rules?

A:  Infoplus allows for unique billing rules for each client. Use the  Customer Invoice Templates to define blueprints for what your data should be on your customers' invoices.

 There are 3 key parts of a Customer Invoice Template: 1) What are the line items? 2) What is the activity data behind those line items? and 3) How should those line items be calculated (i.e., charges and price breaks)?  

 Once you’ve set up your Invoice Template, you can define how the customer’s activity data is used to compute what will appear on each invoice using  Billing Rules.

Q:  As a UPS or FedEx customer, I receive monthly invoices from those companies that I’d like to upload into Infoplus and use to bill my customers. Is that possible?

A: Infoplus allows you to upload both UPS and FedEx invoices, apply your own custom billing rules to this data, and then create custom invoices for your customers.

 

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