This document describes the process of Omnichannel Order Management from the end-user perspective.
User: Order Manager, CSR (Customer Service Representative)
Story 1: Create Customer
New customer contacts the CSR for placing an order for the 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 storefront. 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.
Story 2: Find Customer
If any existing customer contacts the user through any channel(Phone, Email, IM), the user locates existing customer profile by name, phone and/or email, user id.
Story 3: Edit Customer
As needed mostly requested by the customer, a user adds/updates the details on a customer profile e.g. Name, Email, Shipping Address, and Payment Information.
Story 4: Create/Place A New Order
For placing an order, the CSR searches the customer either through entering First Name, Last Name or customer Id of the customer. Then being continued CSR would select the sales channel, enter order name and other details. While placing an order, the customer specifies product information like product name with its feature to CSR through phone, email or fax. CSR adds desired products into the order specifying the quantity requested. CSR can also apply the promotions and other adjustments based on the combination of items. CSR would have one or more options for finalizing order. He/she can quick finalize the order, finalize order with default options or can simply continue with finalize order link. If the shipping information are available in the system then it is available on CSR screen, and if it is not then CSR adds it. After selecting shipping information, CSR selects the shipping method available in the system. CSR is able to ship the order in multiple batches in case of any item is not available in the inventory, for this CSR splits shipment of the order. CSR can gift wrap the product if desired by the customer also he/she can add instructions for the shipping carrier. Once the order has been finalized, CSR sets order terms. CSR should have multiple payment options while creating the order as per requested by customer. In case of payment through credit card, CSR does not need to enter the CVV number for making payment through credit card. It will be an optional field. At any point of time the order can be cleared/removed from the system if the customer declines to go ahead with the order placement.
Use Case Name
Place A New Order
|Description||CSR places an order on behalf of customer.|
The CSR accesses the order application.
Customer exists who has requested to place order.
|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.
|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.|
|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 is able to place order for the customer.
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.
|Use Case Name||Find Order|
|Description||CSR searching the order placed.|
|Trigger||User searches order.|
|Precondition||CSR has already accessed the CS application.|
|Post-condition||Orders list is successfully displayed.|
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 through user will not have access to order history while edit the order.
Use Case Name
|Description||CSR can Add/Edit the shipping information, reorder and cancel the order.|
CSR accesses the CS application
Order for editing is present in the system.
|Alternative Path 1 ||After step 2, User can cancel/hold the order.|
User is able to update the existing order.
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.
b) Replacement: In case of a mis-shipped or defective item, the customer opts for a replacement. Customer has to ship items back to the merchant, and the merchant in return ships new items of the same types.
CSR can also cancel the return or can cancel one or more item out of multiple items needs to be cancelled as been requested by the customer. If the original placed order's item(s) is/are flagged as not returnable or received returned item is damaged in case of replacement) then CSR explains return policy to the customer. CSR can approve or reject return request. CSR needs to authorize the return, details of other miscellaneous adjustments applied should be available to be conveyed to customer. For every return requested by the customer irrespective of whether it gets accepted or rejected in future, there is a unique return id. CSR can optionally generate and email electronic shipping label of carrier to the customer, which customer uses to ship the return product(s). Once response with respect to each return are taken (refund or replacement), return will be marked completed.
Use Case Name
|Description||CSR performs Returns, Refunds and Replace the order.|
CSR accesses the CS application
The order is in completed status.
|Alternative Path 2||After step 7,usercan choose to cancel or reject the return.|
User is able to create a return order.