1. Go to the CSR Dashboard and Refresh it to see the most current data.
2. Go to the My Open Quotes and Click on View Report Hyperlink.
3. Click on the Quote number hyperlink to load the quote screen.
Non-Priced repairs will be in a status of Evaluation Pending.
4. Click on the pencil next to Quote name and enter the ASTEA job number. Copy this.
5. Click on Edit lines. This brings up the Quote Line Screen.
6. Click on the arrow at the end of the quote line.
7. Add the ASTEA Job number to the Order Number field.
You need to do this for ALL LINES on the Quote.
8. Click Save.
9. Generate the document and send to customer to have the part sent in.
The product arrives on site. In ASTEA, the job goes to Station 300 to be evaluated, then goes to Pricing Queue to be priced (352). Once all the information is present on the quote, it is moved to Station 363 in ASTEA. The CSR Team runs a report to see which quotes are in Station 363, then adds the information to Salesforce and resends the quote.
10. Click Edit Lines. Click the down arrow at the end of the line to edit.
11. Click on the pencil next to External notes. Copy and paste the Technician notes into this field and save.
12. Click on the pencil next to list price and update the price from zero to the quoted price.
13. Scroll down and mark the Evaluation Complete checkbox.
14. Click Save.
15. Regenerate the document and send to the customer.
16. Move the status from Evaluation Complete to Presented and Mark as Current Status.
Customer Accepts the Quote and wants to proceed with the work. Follow steps 17-27
Depending on how the customer paid, the system will handle the price update in one of two ways:
a. If the customer paid by credit card or PayPal, an email with a new cart will be generated. The customer checks out again, and the process continues.
b. If the customer paid by PO, the CSR team sends an email with the new price. The process continues when the customer responds to the email accepting the price.
17. Move the Status to Accepted and Mark as Complete.
- Once the quote is accepted, you can no longer make changes to the quote. If there are changes, they must be done to the Order.
18. The original zero dollar order is canceled in eCommerce and a new order for the priced amount is created.
All of the new information is transferred from the quote and info entered in checkout to the new order.
19. Go to the quote and click on the related tab.
20. Click on the Order Number hyperlink to enter the order.
21. The Order starts in Order Accepted Status.
Usually, it will stay in that status until the order is fulfilled but if you need to make changes to the Order, see the information in the blue text box below.
If any updates need to be made to the ORDER for price, quantity, tax, shipping, etc, follow these steps:
- Select Edit.
- Make your Updates.
- Save.
- System will go to Order Hold if paid by Credit Card/PayPal.*
- It will stay in Order Accepted if paid by PO.**
* If the customer paid by Credit Card/PayPal they will get an email with a link to a new cart to checkout. Upon completing the checkout, the non-priced order is canceled and the new order is created.
** The customer does NOT receive a new cart if they paid by PO. An email is sent to alert them of the new price and the new order number.
22. CSR Supervisor runs the Closed Job Report.
23. Under the Details Tab on the order, Scroll down to Shipping and Billing section.
24. Confirm the payment method.
If Paid by PO, you will see numbers listed and there will be no need to capture funds.
If the customer paid by CC or PayPal, follow the instructions in this document: | How do I process credit card transactions in eCommerce?
25. Enter shipping and Tracking information.
26. Click Save.
27. Move the Status to Activated and choose Mark as Current Status.
The order will now be marked complete in eCommerce.
Customer wants to negotiate price - Follow Steps 28-31 BEFORE 17-27
The customer wants to negotiate a lower price, and we agree to the lower price. (Instead of $475 they want to pay $450.) It is preferable to do this in the Quote Stage vs. the Order stage. You would go back and ‘edit lines’ on the quote line again and save.
This is why you have left the quote in Presented. You can change the price as many times as needed BEFORE you hit Accepted on the quote and it will still go through the pricing waterfalls.
28. Click Edit Lines.
29. Adjust the price.
30. Generate the document and resend to the customer.
31. Once you have agreed on a price - THEN hit Activated and Mark as Current Status.
From here you would follow steps 17-27.
Customer Rejects Quote. One line quote. Follow Steps 32 - 35.
32. Move the Quote to Rejected and Mark as current status.
33. Go to Big Commerce Admin.
34. Search for the order.
35. Go to the Status and change the drop-down from the current status to Canceled.
Customer Rejects Quote. Multiple line quote. Follow Steps 36-39
As the quote has not yet been activated, if there are multiple lines, you can simply take the quantity on each line down to zero.
36. Click Edit lines.
37. Take the quantity down to zero for each line.
If you only are canceling one line of a multiple line order, simply take the quantity to zero for that line, and leave the others alone.
38. Click Save.
39. An integration will run and will cancel the order in eCommerce.
To confirm, you can go to Big Commerce and look up the order. It will show in a canceled status.
Customer rejects AFTER order has been created.
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