Pending Orders have been partially entered in Customer Service Center but have not been submitted. They might be missing information. It is also possible that an unsubmitted Order was replaced with a subsequent Order but was not voided.
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Monitoring Frequency |
Actions |
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Regular |
Determine why the Order was not submitted. If information is needed, research and provide it. If an Order is no longer needed, void it. |
A customer calls to inquire about ordering some items althoug isn't ready to actually place an order yet. The Customer Service Representative wants to save the tentative order, but Quotes are not enabled. The CSR enters the order information, then Parks the call without submitting the order. Later, another Order Management user sees this Order in the Pending Orders Queue and contacts the customer to either complete the Order or void it.