Steps in the screenshots correspond to the numbers in the headings.
No matter how the order starts in eCommerce, it ultimately ends up as an order in Salesforce.
In our example, George Schultz from Safe - T-E 1st signed in to the ATS Store and purchased a new product.
1. The CSR finds the order in the dashboard under the Orders in Queue or My Open Orders.
2. Click on the order number hyperlink to enter the order.
3. The order screen loads. You can see that since George only ordered one new product, this order started in the Order Accepted Status.
4. You can click on the down arrow to collapse the field with the billing and shipping address.
5. Click the Pencil next to the Order Name field. This is where you would enter the order number, followed by the ASTEA Job Number.
For NEW Products starting out in eCommerce, if the customer is not already an IPS Customer and we don't think he will become an IPS customer, instead of entering an ASTEA Job Number, we would enter the 109337 followed by the customer's last name in the ASTEA Direct billing field. This is highlighted below.
6. Note that even if the Order wasn't originally assigned to a CSR, once you have gone into the order, it becomes assigned to you.
Log into Big Commerce and capture the payment. You must capture the funds before marking the order paid.
At the time that the order was placed, if the order was paid by credit card, as this one was, an authorization will be made for the dollar amount of the purchase. Instructions on how to capture the funds can be found here: How do I process credit card transactions in eCommerce?
7. Once the funds have been captured in the Big Commerce Admin Portal, click the checkbox to mark the order Paid.
8. Click Save.
9. Move the status from Order Accepted to Activated and click Mark as Complete.
10. A confirmation tells you that the Status has been updated. Order is marked Closed/Won and the confetti flies!
11. The Order now shows as completed in eCommerce. This is true from both the Big Commerce Admin Portal...
...as well as from the ATS Store.
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