As you know, if the job contains a repair, you have the opportunity to change prices on the quote up many times up until the status is changed to Activated. At that time, the order is created and the quote is locked.
There could be any number of reasons why the price would have to change on an order.
If the job contains only NEW products, it will automatically start out as an order in the Order Accepted status. If the price is changing (either increasing or decreasing), it moves to Order Hold. There are a couple considerations that have the greatest effect on what happens next.
1. How the order was placed a. through a guest checkout, b. through a regular customer or c. through a Sales Rep, Buyer or Site Service Rep.
2. Whether or not the order originally started out as a quote.
3. How the order has been paid for a. by PO or b. by Credit Card or PayPal.
1. Most of the time, if the order was placed through a sales rep, site service rep or an ATS buyer, the customer will have terms that will allow them to pay by PO. They may also have tax exemptions, discounts and "ship on company account" options that other accounts do not.
This will directly relate to #3.
2. If the order started out as a quote, and the price change is needed AFTER the quote has been converted to an order, you must delete out the reference to the Quote line on the order before making the price change. If you leave the quote line reference on the order, the price change will not process properly.
3. The biggest impact has to do with the original payment method.
Paid by PO - New Price Approved.
3.1. If originally paid by PO, and the price changes, the customer/buyer will just get an email alerting them to the change in amount.
3.2. At that time, the original order will be canceled and the new order will be generated with the updated price.
Paid by PO - New Price Declined
3.3. If originally paid by PO, and the price changes, the customer/buyer will just get an email alerting them to the change in amount. If they do not wish to continue with the order, they simply email [email protected]
There may be some negotiation that goes on between the Customer and IPS on the price, but for the sake of this example, let's say that the customer decides NOT to proceed with the order.
3.4. The CSR will then manually move the order from Order Hold to Order Canceled.
3.5. At that time, the original order will be canceled.
Paid by Credit Card/PayPal - New Price Approved.
3.6. If originally paid by CC/PayPal, and the price changes, the customer/buyer will just get an email with a link to a new cart. They click on the link and go to the store to check out again.
If they don't receive the email, the CSR can re-trigger the cart from the Order in Salesforce.
Once the checkout is complete, the process moves on. | 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)
3.7. The system will automatically move the order from Order Hold to Order Accepted.
3.8. At that time, the original order will be canceled and the new order will be generated with the updated price.
The CSR will need to capture the funds from the Big Commerce Admin Portal before marking the order as paid. This must be done before marking the order activated and shipping out the order.
Paid by CC/PayPal.- New Price Declined
3.9. If they do not wish to continue with the Order, they will get an email with a cart. The email comes from [email protected]. They cannot reply to that email but they can email [email protected] saying they do not accept the new price.
There may be some negotiation that goes on between the Customer and IPS on the price, but for the sake of this example, let's say that the customer decides NOT to proceed with the order.
3.10. The CSR will then manually move the order from Order Hold to Order Canceled.
3.11. At that time, the original order will be canceled.
Because the Credit Card/PayPal was only authorized for the amount of purchase but not actually CHARGED, once the order is canceled, there is no need to do anything else with the credit card processing.
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