Make changes to an existing order on behalf of a customer.
The process allows a Customer Service Representative to make changes in any of the information that is gathered for an order. Products can be added to the shopping cart or removed from it. Shipping modes, shipping addresses, billing address, payment information, and comments may be changed.
RESTRICTION: The order can not be changed after it is released to fulfillment.
Changing an order for a customer involves determining what the customer wants to purchase from the catalog and placing the chosen items into a shopping cart. It also involves collecting, if necessary, and entering shipping choices, and shipping addresses, as well as managing availability choices.
The order will be submitted for processing after the customer provides the store with billing address, shipping address, and payment information changes. This information is stored for a registered customer. If there are any backorders, customers can choose one of the three Availablility to Promise (ATP) methods to manage it. If there are any predefined discounts, they are automatically applied to the order. Customers can also choose to redeem any available coupons. Such deductions are displayed in the order-summary page for the customer to view.
Business Edition, Professional Edition
Task | Description | Role |
---|---|---|
Find customer's order |
Find an order for a customer. A search can be performed using one of the following:
|
Customer Service Representative |
Submit order |
The customer submits an order for processing. The credit card number is validated before the submission is successful. |
Customer Service Representative |
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. |
Customer Service Representative |
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