Steps in the screenshots correspond to the numbers in the headings.
If your customer put in an order for a repair in eCommerce, there may be times when that price has to be adjusted for a number of reasons: Anytime we have a zero priced quote, and anytime the repair is going to cost more than we originally thought are just two scenarios that come to mind.
The customer has the ability to accept the quote and authorize approve the new cart to authorize the increase charges or to say that they do not want to go through with the repair.
The instructions listed below show how to process the cancellation of an order from a quote originating in eCommerce.
1. The customer puts the order in the ATS Store, detailing out the problem description.
2. Looking in the Big Commerce Admin Portal, you can see the Order is in process.
3. If you click on the plus sign at the far left of the line, it will expand for you to see the order details.
4. Because the order contained a repair item, in Salesforce it starts at a quote in the Quote Hold Stage.
If it were a zero priced quote, it would start in evaluation pending. Quotes with a price start in Quote Hold. In either case, the CSR staff generates the RMA to have the customer send us in the product. Once the part arrives, it is evaluated by the Technician.
5. The CSR goes to edit lines.
6. In our example, after evaluation the part can be purchased NEW cheaper than it can be repaired. Those notes were entered in the external comments, as well as the new price, details about the lead time and the CSR hits save.
7. The CSR also enters the ASTEA Job number and marks the job as Evaluation Complete. The quote is updated.
Please note that any discounts that the customer is entitled to are applied at this time. These discounts flow through from the customer's account setup in Salesforce.
8. At this point, the CSR will generate the document to send out to the customer with the new price.
9. This is emailed to the customer for authorization of the work.
10. The status gets moved to Presented.
11. Click Mark as Current Status.
- In our example, the customer comes back and does not want to go through with the repair.
- This repair has NOT been turned into an order yet, because you have not marked the quote as Accepted yet.
- We will cancel this order in Salesforce from the Quote Lines.
12. Click on Edit Lines.
13. Change the Quantity to Zero.
14. Click Save.
15. As a final step, mark the quote as Rejected and select Mark as Current Status.
16. Complete the drop-down with reasons why the quote as lost and click done.
The order is now canceled in the ATS Store as well.
Keep in mind, if the order has already moved from a quote, you will not be able to change the quote in Salesforce, you will have to cancel the ORDER in Salesforce.
17. In the example below, the customer agreed to the quote and sent in the item for evaluation. They agreed to the cost and turnaround time so the quote was approved and turned into an order.
For sake of this example, let's say they changed their mind and now want to cancel this order.
18. All orders starts out in Order Accepted Status.
19. In the past, you have had to cancel the order by taking the quantity down to zero. You would still use this method if you only need to cancel a portion of the order but leave the rest.
A new step called ORDER CANCELED has been added to the workflow. You can use this button when you need to cancel the entire order.
20. As you know you will be canceling this entire order, move the status from Order Accepted to Order Canceled and click Mark as Current Status.
21. The order will show as canceled in eCommerce.
22. If you have access to the Big Commerce Admin Portal, you will be able to see it there as well.
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