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New customer contacts the CSR for placing an order for desired product. CSR creates a new customer profile and subsequently place an order for him. CSR adds required information of the customer in the system while creating a new profile. Customer details like First Name, Last Name, Email Address are mandatory while creating a new profile. Customer email address may or may not to be used as user login Id. The customer uses given login Id in future if he wants to place an order himself through the e-Commerce/the storefront website. Given profile information can be edited any number of times by the CSR if the customer requests for it. Most of the time the customer creation and order placement need to be done at the same time, thus CSR also optionally adds the shipping address and Credit Card(s) details in the system after the customer profile has been created.
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As needed mostly requested by the customer, user adds/updates the details on a customer profile e.g. Name, Email, Shipping Address and Credit Card informationPayment Information.
Story 4: Create/Place A New order
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Use Case Name | Place A New Order |
Actor | CSR |
Description | CSR places an order on behalf of customer. |
Trigger | The CSR accesses the order application. |
Precondition | Customer exists who has requested to placea place order. |
Basic Path | User chooses the 'Order Entry' menu item. - Userselects User selects the sales channels.
- Userenters User enters the customer's name or id.
- User clicks on continue link.
- User enters the order name and other information and clicks on continue link.
- Userwillbe navigateto User will be navigate to Create Sales Order page.
- User enters the product id/product name and desired quantity in respective fields.
- User clicks on [Add To Order] button.
- Systemadds System adds the desired product into the cart.
- Userapplies User applies the Promotion/Coupon code if available.
- Being continued,userclicks user clicks on Finalize Order link.
- User adds/updates shipping information.
- Userselects User selects the shipping method for the order.
- User can enters order term type description.
- User enters the payment methods and can adds/updates credit card details.
- Usercan User can optionally select to gift wrap the ordered products.
- The system displays the total amount due for the customer against the order being placed.
- User clicks 'Create Order' link and order will be created in 'Approved' status.
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Alternative Path 1 | After step 9 user can select the order items and remove them from the shopping list by clicking on 'Remove Selected' link. |
Alternative Path 2
| After step 9 user can clear all the information added in the order, by clicking on 'Clear Order' link. User will be navigated to order entry page again. |
Alternative Path 3
| After step 3, if the customer is not found then User can go to quick lookup section for finding party. - User clicks on quick lookup button.
- Usersees User sees the Quick lookup section and enters the criteria forpartyfor party.
- User clicks on [Find] button.
- Systemfinds System finds the desired party.
- Userselects User selects the desired party for placing the order.
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Alternative Path 4 | After step 9 user can click on 'Finalize Order With Default Options' link so that the order will be finalized with default values of customer.- Usercan User can add order term type description.
- Userenters User enters the payment methods and can adds/updates credit card details.
- System navigatesuserto navigates user to Order confirmation page, whereusercan where user can finally place the order.
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Alternative Path 5 | After step 9 user can click on 'Quick Finalize Order' link so that user can fill all the information in one page quickly. - User adds/updates the shipping information infirstsectionin first section.
- Userselectthe User select the shipping method insecondsectionin second section.
- User can enter special instructions and gift card message if he/she has requirement to do so.
- Userselectthe User select the payment method and adds/updates credit card information in third section.
- Usercan User can opt for splitting the payment as well.
- User clicks on [Continue to Final Order Review] button.
- Userwillnavigatedto Order Confirmation page, whereusercan where user can finally place the order.
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Post-condition | User is able to placeorderfor place order for the customer. |
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Story 5: Find Order
CSR searches for orders with different criteria like status or sales channel or date of the order and gets desired ordered.
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Use Case Name | Find Order |
Actor | CSR |
Description | CSR searching the order placed. |
Trigger | User searches order. |
Precondition | CSR has already accessed the CS application. |
Basic path | - System displays the find search page.
- User clicks on [Find] button.
- Systemdisplays System displays default order list.
- Userenters User enters order Id insearchfield andclickon in search field and click on [Find]button.
- System displays searched order inresultsectionin result section.
- Userenters User enters party Id insearchfield andclickon in search field and click on [Find]button.
- Systemdisplays System displays respective customer orders inresultsectionin result section.
- Userselects User selects any status fromstatusdrop from status drop down.
- Systemdisplays System displays order list according to selected status.
- Userselects desired User selects desired sales channel from Saleschanneldropdown.
- Systemdisplays System displays order list related to selected sales channel.
- User enter date range in date filter and click on [Find] button.
- Systemdisplays System displays the orders as per date range.
- Usercan User can select any criteria displayed inform.
- System displays orders accordingly.
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Post-condition | Orders list is successfully displayed. |
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Story 6: Edit Order
After the order has been finalized, CSR can update payment method, payment details, shipping address and shipping method. CSR can also cancel the order, put order on hold, change priority of order, manually send a confirmation to customer, put order notes, add/edit adjustments on request by the customer before the order has been moved to warehouse for fulfilment. CSR can create a new order(repeat order) with same details for same customer though through user will not have access to order history while edit the order.
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Use Case Name | Edit Order |
Actor | CSR |
Description | CSR can Add/Edit the shipping information, reorder and cancel the order. |
Trigger | CSR accesses the CS application |
Precondition | Order for editing is present in the system. |
Basic Path | - User chooses 'Order List' menu.
- User finds the desired order, clicks on the order id link and navigates to the order page.
- User changes the priority for the order.
- User adds/updates the shipping information of the order.
- User authorizes and captures the payment for the order.
- Usercan User can cancel existing payments and can add new payments(Offline/Credit Card).
- Useradds User adds notes for the order.
- Usersends User sends a confirmation email to the customer's email address.
- Usercan User can create the same order as a new order.
Usercan alsoseesthe User can also sees the return link iforderhas if order has any return. - Usercan User can Edit items by clicking [Edit Items] button.
- Usercan updatequantityof User can update quantity of items and can also add new items in the shopping list.
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Alternative Path 1
| After step 2, User can cancel/hold the order. |
Post-condition | User is able to update the existing order. |
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Story 7: Return Order
In case, the customer finds the shipped product to be faulty or if the customer decides that he/she does not want the shipped product, they contact the CSR by phone or email and request for return. Customer specifies reason for return (and optionally a note explaining the reason for return), and desired return response (Refund, Replacement). There are different kind of return responses available with us:
a) Refund: If customer does not want the received item, he/she chooses for 'Refund'. In case of refund, once merchant receives the returned item, merchant will refund the amount charged for returned items. Refund can be made either online or by check.
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Use Case Name | Return Order |
Actor | CSR |
Description | CSR performs Returns, Refunds and Replace the order. |
Trigger | CSR accesses the CS application |
Precondition | The order is in completed status. |
Basic Path | User opens any completed order which he/she want to createreturnofcreate return of. - User clicks on [Create Return] button.
The system displays the list of order items and other payment/adjustment components. - Userselects User selects the items and components which need to be returned.
- User can select the items return type(Refund/Replacement), return reason and return quantity and can calculate the return.
- User clicks on [Return Selected Items] button. The return will get created in the system.
- User accepts the return and sends a confirmation email tocustomerto customer.
- Userwill User will be able to see the return order link ifreturnhas if return has any replacement item.
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Alternative Path 2
| After step 7,usercan choose to cancel or reject the return. |
Post-condition | User is able to create a return order. |