Process: Handle rejected order

Flow

Legend

Handle rejected order

Objective

Handle a rejected order or an order that has a payment-authorization denial.

Description

This process is directed at handling an order that has already been rejected by the system or by a semi-automated process such as Buyer approval. An example of order rejection by the system would be one caused by a failure to obtain payment authorization for an order.

The customer-service representative will examine the order and determine whether or not the problem can be fixed. If the problem can be fixed, the customer-service representative will update the order and it will be ready for resubmission. If the order cannot be fixed, the customer-service representative will cancel the order.

Features

Order life cycle

Edition

Professional, Business Edition

Tasks

Task Description Role
Examine rejected order

Look at the order in preparation for making a determination about how the order should be handled

Sales Manager
Update order

Update the order as required to remove the condition causing it to be rejected or the payment authorization denied. For example, another form of payment may be provided.

Sales Manager
Cancel order

Update the order state to canceled (X).

Sales Manager

Business artifacts

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