Order Operations

Order Management is highly flexible and can be tailored to match your company's operations and workflows. In Order Management, many processes can be configured to run automatically to manage regular day-to-day operations. Manual processes, including order maintenance activities and order modifications, are also supported.

This section describes the various order operations that can be performed routinely or on demand, based on your company's needs.

The work flow can be broken down into the following areas:

• Common Order Operations:
  • You can review and run on-demand or scheduled jobs, or manage jobs to ensure that they are being processed without errors.
  • You can view the list of orders or payments in certain statuses to ensure that any orders or payments requiring attention are addressed.
  • You can search for orders or payments to quickly provide a status to a customer.
  • You can suspend an order when there is questionable order activity by a customer or a fraud alert that requires further investigation.
  • You can print order information when verification or reprinting is required.
• Creating New Sales Orders: sales orders can be manually created through Customer Service Center. The typical methods to create sales orders are as follows:

  • Most Sales orders are generated automatically based on data received from Salesforce B2C Commerce, which handles the online storefront.
  • Customer service representatives (CSRs) generate sales orders using Customer Service Center or a third-party customer service system.
  Note: See Creating New Sales Orders in Customer Service Center for more information on entering orders.

• Handling Payments: Payments can be handled in different ways depending on your configuration. You can also configure the particular step of the work flow at which a payment is authorized and/ or captured.

  Payments are normally authorized and/ or captured through the order channel, whether an online front end or Customer Service Center. The Order Management Administrator also allows for manual payment authorization and capture, which isn't commonly used.

  • You can manually capture a payment when a fraud check prevented a payment from completing automatically.

• Handling Allocations and Fulfillments: Manually configure how to run and set rules for allocation and fulfillment processes.

  Note: Automated processes usually handle allocation of items to orders, but you can configure the way they run and the rules that they follow. Order fulfillment can involve several different functions, depending on your particular business processes. You can use the Fulfillment Center interface or a third-party fulfillment system to perform these functions.
  • You can manually configure fulfillment processes when you have a warehouse site that isn't set up for full automation.
• Handling Returns and Exchanges: Returns and exchanges can be handled in different ways, but are usually processed outside of the Administration module. Warehouse users can perform certain return-related functions when receiving returns using the Fulfillment Center interface or another warehouse management system. You can perform others in the Customer Service Center interface (or another customer service system).

The following sections describe the different operational areas:

• Common Order Operations in the Administration Module
• Handling Payments in the Administration Module
• Handling Allocations and Fulfillment