Order statuses in eCommerce are used to communicate the progress of orders placed through the ATS Online Store. Here is a list of order statuses and their descriptions:
Awaiting Customer Approval – The customer has placed an order for a repair product and we are currently waiting on their approval of the quote created in Salesforce.
Awaiting Evaluation – The customer has placed an order for an EVAL - a zero dollar repair product that requires evaluation from our repair technicians. These orders get sent over to Salesforce for opportunity and quote creation, and are then placed in the Awaiting Evaluation status in eCommerce until an evaluation has been performed. They will not move out of this status until the job in Salesforce is marked as "evaluation complete"
Awaiting Payment – The customer has paid for their order with a purchase order and will need invoiced after the product(s) have been shipped. These orders get sent over to Salesforce for opportunity and quote/order creation.
Canceled – The order has been canceled by the site administrator due to inability to fulfill the order or by customer request.
There is another time that Quotes & Orders get canceled automatically by the system. This is when the price has changed. An example is listed below:
If the item was a non-priced repair, an integration will cancel the zero dollar order once the customer has agreed to the repair fee. In this case, you will see a canceled order, and a new order for the same customer and same product (but this time it is priced) generated a few minutes later.
Completed – The order has been fulfilled and shipped to the customer.
Incomplete – The customer has reached the payment page but is unable to provide satisfactory payment. These orders do not get sent over to Salesforce.
In Process – The order has been created as an opportunity and quote/order inside Salesforce and is currently being fulfilled.
Order Placed – Credit card authorization has successfully been completed for an order. These orders get sent over to Salesforce for opportunity and quote/order creation.
- Please Note: Orders should only be in the "Order Placed" status for a very short time (minutes or less) and then the integration will run and the order should be sent over to Salesforce.
- At that point, the status is updated to "Awaiting Evaluation" if it is a repair, "In Process" if the order is being processed, or even "Awaiting Payment" if the customer paid by PO.
- If the order remains in the "Order Placed" status, it means that the integration has failed, and the CSR should manually enter the order in Salesforce to continue.
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