If you haven't yet reviewed the Overview document, please do so first: | Overview: What happens when a price changes on a Quote?
In our example, the customer has put in an request for a PRICED REPAIR. The item needs to be cleaned. The average charge for this repair is $20.
- This is a B2B Customer (meaning the Buyer or Sales/Service Rep is actually placing the request.)
- The account is set up without Discounts and they are NOT Tax Exempt.
- They also do NOT have Terms, so they must pay by either Credit Card or PayPal.
1. After placing the order, a receipt is shown in the ATS Store.
2. The order shows in Process in Big Commerce.
You can see the order was paid by Credit Card by the highlighted areas.
3. An email is sent to the email address on file for this account.
3. In Salesforce, the Quote starts out in Quote Hold.
The process continues on as normal. The CSR generates the document so that the customer can send in the item to be evaluated. They add the job number to the lines and and any other needed information.
The customer receives the email with the RMA Number and sends in the item in for repair.
4. The normal process is for the CSR to now move the status to PRESENTED and Mark as Current Process . The vast majority of the time, the customer proceeds with the order.
Upon evaluating the product, it is determined that there is another problem that should be addressed. This will cost the customer an additional $7.
5. To change the price, the CSR clicks Edit Lines again.
6. Click on the chevron at the far right of the line.
7. External notes are entered.
8. Click on the pencil next to the List Unit Price and change to the new price.
Although an Evaluation was not required, you can expand the line and click the checkbox for Evaluation Completed.
9. Click Save.
10. Now when you look at the Quote, it shows the changes in price.
11. The CSR Generates the document which is sent to the customer for approval.
Because the status is in Presented, there is no 2nd cart sent until the buyer/customer agrees to the price. Additionally, while the status is in Presented, there is no limit as to the amount of times the price can be changed (if we are negotiating price.)
12. Once the customer agrees to the price, the CSR moves the status to Accepted and clicks the Mark as Current Status button.
13. As the customer paid by Credit Card, the customer/buyer will get an email with a link to a second cart. They click on the link and check out again.
If the customer paid by PO, they will get an email vs. a CC/PayPal
Once they 2nd checkout is finalized the Order is created in Salesforce.
Click on Related. Find the Order and process as usual.
A video on this topic can be found by clicking the following link:
What happens when a price changes on a priced Quote BEFORE it is turned into an order?
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