Process: Change customer order
Flow
Objective
Make changes to an existing order on behalf of a customer.
Description
The process allows a Customer Service Representative to make changes in any of the information that is gathered for an order. Products can be added to the shopping cart or removed from it. Shipping modes, shipping addresses, billing address, payment information, and comments may be changed.
RESTRICTION: The order can not be changed after it is released to fulfillment.
Changing an order for a customer involves determining what the customer wants to purchase from the catalog and placing the chosen items into a shopping cart. It also involves collecting, if necessary, and entering shipping choices, and shipping addresses, as well as managing availability choices.
The order will be submitted for processing after the customer provides the store with billing address, shipping address, and payment information changes. This information is stored for a registered customer. If there are any backorders, customers can choose one of the three Availablility to Promise (ATP) methods to manage it. If there are any predefined discounts, they are automatically applied to the order. Customers can also choose to redeem any available coupons. Such deductions are displayed in the order-summary page for the customer to view.
Features
- Three Availablility to Promise (ATP) features to handle backorders
- Do not ship until all the ordered items are available.
- Ship the available items first, and then ship the backordered items when they become available.
- Only ship the available items, and drop the backordered items.
- Multiple shipping methods support.
- Multiple shipping addresses support.
Edition
Enterprise, Professional
Tasks
| Task | Description | Role |
|---|---|---|
| Find customer's order |
Find an order for a customer. A search can be performed using one of the following:
|
Customer Service Representative |
| Submit order |
Submits an order for processing. The credit card number is validated before the submission is successful. |
Customer Service Representative |
| Update order |
Update the order as required to remove the condition causing it to be rejected or the payment authorization denied. For example, another form of payment may be provided. CSR can also manaully add a block on the order, so the order will be blocked until another CSR manully unblock the order. If the order is blocked, the TSR can unblock the order and submit the order. |
Customer Service Representative |
Business artifacts
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