Overview
A sales order is an agreement between a business association and a customer concerning the delivery of products or provision of services. This process involves order capturing, order status management, payment terms and method setup etc.
A customer can place an order from the store front or a Customer Service Representative (CSR) can place the order on behalf of a customer from the backend.
Business Purpose
A Sales Order from customer notifies the business of customer wants. It tells the business who is the customer, what are the products or services ordered, what is the payment term and method, what are the billing and shipping addresses, any special instructions for delivery, order priority.
Sales Order document is created in the system with a unique reference number that comes handy for better customer service afterward. It enables a business to offer the customer to have a choice to change ordered items. The customer also gets the details of the order which can be accessed through his profile on store front at any time if registered or else can use the order reference number while contacting the business for reporting any issues.
Order status transitions help business to filter orders based on status(Created, Approved, Rejected, Completed etc.) Current order status tells the state of order in the system at any given time which is used effectively by CSRs while communicating with customers over the phone.
Order payment terms and method tells the business how the order payment is going to be processed. It helps in timely fulfillment of orders, which is key to success for any business. Same is with billing and shipping information on the order, it tells the business which address to be used for invoicing and which one for shipping. Having an effective order capturing process helps to engage your customers.
Scenarios
- Create Order
- Update Order
- Order Status
- Payment terms and methods
Create Order
CSR creates a sales order for the customer from the backend as per the given information like personal details, contact information, billing and shipping information, and payment terms and methods. A customer can create a sales order from the store front as well.
Diagrams
Sales Order from Backend
Level 1
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Level 2
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Level 3
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Update Order
A CSR can edit or update an order to make changes in it based on customer requests or can add notes for handling.
Diagrams
Update Sales Order
Level 1
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Level 2
