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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 storefront 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 etc.

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 the storefront 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.

A customer always provide shipping method details to let the business know about his shipping preference to ship the order and in other ends, CSR always captures shipping method along with special instructions for delivery.

Scenarios

  1. Create Order
  2. Update Order
  3. Order Status 
  4. 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 storefront as well. 

Diagrams

Sales Order from Backend

Level 1

Level 2

Level 3

Update Order

A CSR can edit or update in order to make changes in it based on customer requests or can add notes for handling. 

Diagrams

Update Sales Order

Level 1

Level 2


Level 3

Order Status

An Order Status is an easy visual indication to alert business about the orders requiring actions or not.

An Order can have the following status:

  • Created

  • Approved

  • Processing

  • Sent

  • Held

  • Rejected

  • Completed

  • Cancelled

Diagrams 

Manage Order Status

Level 1

Level 3

Payment Terms and Method

Payment Terms are conditions agreed between business and customers for the payment of invoices. Selecting Payment Terms and Methods are key things in fulfillment of any order process.

Various payment terms are currently supported in HotWax Commerce:

  • Down Payment

  • Net days

  • Recurring Billing

  • Pre-authorized

  • Prior to Delivery

  • % Discount Early payment

Payment Terms

Level 1

 

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2 Comments

  1. Shivangi, Nice work and thanks for the great initiative. Much Appreciated.

    Here are some points that I've noticed during the review :
    1. Just a thought, we can replace "Sold-to-party" with "customer" to make it simple and consistent, as we have used customer across the document.
    2. Please use Customer Sales Representative (CSR) in the very first statement and then use abbreviation across the document.
    3. In business purpose, Customer always provide shipping method details to let the business know about his shipping preference to ship the order and in other ends, CSR always captures shipping method along with special instruction for delivery, so we can add this information to make it more complete.
    4. Please add space before "Having an effective order" text.
    5. We can change Sales Order from backend to Sales Order from Backend.
    6. Level 1 diagram:
    i) We should use Add item(s) to cart as a customer can add more than one item to cart.
    7. Level 2 Diagram:
    i). Created Sales Order title is in different font size. Please make it consistent with others.
    ii). Please add another decision box with condition "Add More Products?", if yes then the user should be directed to choose product step else to direct her to set shipping address step.
    8. Level 3 Diagram:
    i). We can represent that user can add more than one product to cart.
    ii). After "Apply Coupon Code" should direct to Create Order in the diagram.
    9. General Observations:
    In Diagram and document we are using multiple ways to write following :
    - Create Order/Create order
    - Payment terms and methods
    - Set Product Store
    - Create Customer
    Please use capitalization in headings, box text etc.

    1. Thank You Ratnesh for the valuable feedback. It surely helps me learning and doing things correctly.