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Order Management Overview

Before beginning to manage orders, it is recommended to first understand the overall order lifecycle management process. The image below illustrates the various channels that funnel orders into the Back Office for processing, sourcing  and shipment.


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The table below describes the phase and the related statues within each phase. Not all statuses are used within a phase, depending on how your system is setup, there may be more or fewer statuses that you want to identify.

 

Order Phase

Description

Potential Statuses

Order Capture and Staging

Order is being entered into the system using one of the multiple channel options.

  • Auction

  • Awaiting Checkout

Payment Processing

The order payment is processed using the selected method: credit card, cash, check, value card, etc.

  • Awaiting Payment

  • PayPal Checkout

Inventory Sourcing

Available inventory is identified and assigned to the order from either your warehouse ( stock and just-in-time ) or via a vendor (drop-ship).

  • Ready to Process

  • Ready to Source

Pick, Pack and Ship

The order items are picked from warehouse location and then sent into a packing environment where they are boxed and labeled for shipping. Shipping is concluded once a shipping date is assigned to the order from either an integrated partner (FedEx, USPS, UPS) or manually.

  • In Shipping

  • Partially Shipped

  • Awaiting Inventory

  • Awaiting Drop-ship Confirmation

  • Shipped

 

Order Entry Methods

Orders are placed into the system from all channels (POS, Website, affiliates, and Sales Order Interface). Orders can also be placed directly from the Back Office using the Order Manager's New Order function. This section provides instruction on how to enter orders using the Back Office Order Manager and the Sales Order Interface (SOI). Both methods are described but it is highly recommend that you use the SOI for order entry and the Order Manager for order maintenance.

 

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Important: The SOI provides an intuitive step-by-step workflow that ensures all the necessary order information is collected and then submitted into the Back Office. Once the order is in the system, it can then be managed through the Order Manager.

The table below provides a brief description of how each channel enters orders into the CORESense Back Office.

 

Channel

Description

Status Upon System Entry

POS

The web-enabled hardware terminals used by retail clerks to place orders for take-away and shipping. All orders placed through the POS are set to the Shipped order status.

Carry Mode - All orders placed through the POS, in Carry Mode, are set to the Shipped order status. The initial order status is set by a POS configuration that only CORESense can update. If you need to update this configuration, contact CORESense Support.

Deliery Mode  (a.k.a. Send Sale)  - orders, Layaway orders, and Cancelled Layaway orders have initial orders statuses that can be configured through System Settings > Channels > POS.

 

View POS Settings image.

SOI

The SOI is a streamlined call center interface that enables users to efficiently place an order for a customer. Although the sales order interface is primarily used in call center environments, it can also be used as a POS alternative where the customer is physically present when placing the order.

Orders placed through the SOI are set to one of the following order statuses:

Ready to Process – Requires the shipment of a minimum of one unit of purchased inventory. This status is typically set when placing a phone order as the customer is not physically present in the retail store.

Shipped - The customer is physically present and is leaving the retail store with all purchased inventory. This status is typically set when using the SOI is used as POS alternative.

 

Orders placed through the SOI are set in System Settings > Channels > Sales Order Interface. 

View SOI Settings image.

Website

The Website is a web-based interface that enables customers to place new orders though an ecommerce Website. CORESense enables retailers to operate one or more Websites from a single CORESense installation. Also, all eBay auctions are directed to the Website for checkout.

Initial Website Orders statuses are specified within the Checkout Plug-in for each website.  Initial Order Statuses can be set for each of the enabled Payment types, and in the cases of Credit Cards and PayPal, a declined status can also be specified.

Ready to Process - The customer has fully paid for the order using a Credit Card, Gift Certificate, Customer Credit, or PayPal®.

Awaiting Payment - The customer selected the Check / MO payment option on the Website.

Credit Card Declined - The customer's credit card was declined twice upon attempting to place the order. The Website can be configured to prohibit orders from being placed regardless of how many times a credit card is declined. Contact CORESense support for more information.

In PayPal Checkout - The customer attempted to pay for the order using PayPal®, but did not complete the PayPal® checkout process integrated into the website.

PayPal Checkout Issue - The customer completed the PayPal® checkout process integrated into the Website, but PayPal notified CORESense that the payment was invalid.

Auction Awaiting  Checkout

The order is currently awaiting checkout through your Website as the result of a winning eBay auction. Upon order creation, a winning eBay auction notification e-mail is automatically sent to the customer and includes Website checkout instructions.

Orders placed through ebay are set to one of the following order statuses:

Auction Initial Order Status – the status set when the order is first created by a successful auction

Order Exception Status – the status set when an error occurs creating an order from an acution

PayPal Pending Clearance Order Status – status set when PayPal payment has been entered but has not yet cleared (i.e. eCheck)

PayPal Payment Complete Order Status – status set when the PayPal payment has been successfully applied to the eBay auction and order is ready to fulfill.

CORESense integrates with eBay to launch auctions and to process and ship orders for successful auction winners.  The order statuses related to eBay and PayPal checkout are specified in System Settings > Channels > eBay.

View eBay settings image.

Order Manager

A Back Office user enters an order using the Order Manager New Order function.

Orders placed through the Order Manager are set to the following order status:

Ready to Process – Requires the shipment of a minimum of one unit of purchased inventory. This status is set as part of the order automation cycle.

 

Order Lifecycle Statuses

 

Status

Description

Auction Awaiting Checkout

The order is currently awaiting checkout through your Website as the result of a winning eBay auction. Upon order creation, a winning eBay auction notification e-mail is automatically sent to the customer and includes Website checkout instructions.

Awaiting Payment

The order is currently awaiting payment, typically a check or money order. Orders placed through the Web site are automatically set to this status if the customer selected Check / MO as a payment method.

Credit Card Declined

The credit card used to pay for the order has been declined.  Orders placed through the Website are automatically set to this status if the customer's credit card was declined twice upon attempting to place the order. The Website can be configured to prohibit orders from being placed regardless of how many times a credit card is declined. Contact CORESense support for more information.

In PayPal Checkout

The customer completed the Website checkout process, but abandoned the PayPal® payment interface, which is launched as a final step that enables the customer to pay for the order using their PayPal account. Since the customer completed your Website checkout process, the order contains all required information except for payment.

PayPal Checkout Issue

The customer completed the Website checkout process, but a system failure occurred in the CORESense / PayPal® communication process. Since the customer completed your Website checkout process, the order contains all required information except for payment. This problem only occurs in rare cases and should be rectified using the following recommendations. If the problem persists, contact CORESense support.

Ready to Process

The order is ready for processing and requires confirmation of payment. Although orders can be manually set to this status, typically from the Awaiting Payment or Credit Card Declined status, most orders are automatically set to this status after being placed through the Website or Sales Order Interface sales channels.

Ready to Source

Payment has been received, and the order inventory is ready to be sourced, where sourcing enables determination of the source from which inventory is shipped to the customer. CORESense offers three options for sourcing each unit of purchased inventory. These options, called Fulfillment Methods, include Stock, Drop-ship and Just-In-Time.

In Shipping

The order is currently being picked, packed or shipped in your warehouse.

Partially Shipped

The order is partially shipped and either awaiting backordered or just-in-time inventory, or shipment confirmation for one or more drop-ship purchase orders. By using the UPS WorldShip™ and FedEx® shipping integrations, orders are automatically set to this status if a minimum of one inventory unit has been shipped.

Awaiting Inventory

The order is currently awaiting backordered or just-in-time inventory. Once inventory is received from the stock or just-in-time purchase order, inventory is automatically assigned to the order. See Receive a Stock or Just-in-time Purchase Order for more information. Once received, update the order status to In Shipping, and then pick, pack and ship the order.

Awaiting Drop-ship Confirmation

The order is currently awaiting shipment confirmation for inventory being drop-shipped to the customer. Once shipment notification is received, it is recommended to close the associated drop-ship purchase order(s).

Shipped

All order inventory is shipped to the customer. By using the CORESense UPS WorldShip™ and FedEx® shipping integrations, orders are automatically set to this status if all order inventory has shipped.

Voided

The order is voided.

 

 

 

 

 

 

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