Process: Check out items for customer
Flow
Objective
Check out the items in a shopping cart on behalf of a customer.
Description
Before submitting an order for processing, the CSR needs to enter the billing address, shipping address, and payment information. This information is stored for a registered customer. If there are any backorders, the CSR can move the backorders to a another order, if the customer does not want to wait until they are available. If there are any predefined discounts, they are automatically applied to the order. In addition a customer's coupon can be redeemed. The CSR has the capability of entering an amount that will be subtracted from the order total. The CSR can also override the shipping charge by entering a new amount.
Features
- Three Available 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 |
|---|---|---|
| Enter comment |
Enter a comment to be kept with the order. The comment can optionally be chosen to be e-mailed to the customer. |
Customer Service Representative |
| Enter order price adjustments |
The Customer Service Representative can enter order price adjustments. This price adjustments that can be entered are
|
Customer Service Representative |
| Handle item availability |
A customer chooses one of the three Availablility to Promise methods to manage backordered items. There are three available methods: ship the order when all the items are available, ship the available items first then ship the rest of the items when they are available, and ship the available items only. The CSR moves the items that the customer does not want now to another order or removes the unwanted items. |
Customer Service Representative |
| Select shipping address |
The customer provides the shipping address and the CSR enters it. The address is remembered for the registered customer. Multiple shipping addresses per order can be entered. |
Customer Service Representative |
| Select shipping method |
The customer selects one or more shipping methods for the ordered items. |
Customer Service Representative |
| Specify billing address |
The customer provides a billing address and submits it. The address is remembered for the registered customer. For guest customers, the address is remembered as long as the customer does not close the browser. |
Customer Service Representative |
| Specify payment information |
The customer specifies the payment information, such as payment method, and credit card information. The customer can use multiple payments methods for the same order as required. |
Customer Service Representative |
| Specify shipping address |
The customer provides the shipping address and submits it. The address is remembered for the registered customer. For the guest customer, the address is remembered as long as the customer does not close the browser. The customer can specify multiple shipping addresses per shipping method. |
Customer Service Representative |
| Submit order |
Submits an order for processing. The credit card number is validated before the submission is successful. |
Customer Service Representative |
| View order summary |
The customer views the summary of an order before submitting it. The ordered items, order prices (discount and coupon information is displayed where applicable), and payment information display. |
Customer Service Representative |
Business artifacts
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