This article will cover what happens when an IPS Customer orders a NEW Product off the ATS Store, and how it flows through to Salesforce. Remember that if the order contains only NEW products, it bypasses the quote stage, and goes directly to an order.
NEW can contain any combination of Legacy builds, Harvard and PARTSCO products.
A different document will cover what happens if the customer "checks out as guest" and is not an existing customer. For that document click here:
As always, we will start out the process by going to the CSR dashboard and finding our work.
1. Go to the CSR Home Page Dashboard and click Refresh on the far right to make sure you are working with the most current data.
2. Find the job in My Open Orders, or take a job from the Open Order Queue. Click on the hyperlink to open the order.
3. The order screen opens. The order is in Order Accepted stage.
4. Click the pencil next to the Order name. Add the ASTEA job number followed by -online.
5. Click Save.
6. Click on the Related tab so you can see the Products. We need to add the ASTEA job number to the order lines as well.
7. Scroll all the way to the right until you see the drop down arrow. Click on it.
8. Choose Edit from the drop-down menu.
9. In the pop-up box, enter the ASTEA job number on the Order Number field.
10. Click Save.
If any updates need to be made to the order for price, quantity, tax, shipping, etc. you can make the changes without having to move the order to a different status. Upon Saving your changes - the system will take the order to Order Hold Status and a new cart will be created and sent to the Customer since he paid by CC/PayPal. Once he checks out on the second cart the Order Status will move to back to Order Accepted.
How do I re-trigger the cart if the customer has not checked out with the new price?
Customer Service Representative | Industrial Parts & Service Wiki (efactorypro.com)
See screenshot below.
11. Once you have been notified that the item is ready to ship, scroll down to the Shipping and Billing Information section on the quote.
12. Note the way that the customer paid. If it says Credit Card or PayPal, the funds were authorized for 29 days. We must now go capture the funds in the Admin Portal of Big Commerce.
13. Once you have captured the funds, mark the Paid checkbox.
14. Enter the Tracking information on the order.
15. Click Save.
16. Scroll back up to the top. Move the status to Activated and Mark as Current Status.
The confetti flies!
17. The Status is marked Completed in the online store.
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