Process: Work with order

Flow

Work with order
Legend

Objective

To allow a Customer Service Representative to work with an order.

Description

Customer service representatives can place new orders, modify existing orders or cancel existing orders.

Features

Customization

You can add, change or suppress how elements display by configuring the properties.

Subprocesses

Tasks

Task Description Role Demo (store) Demo (tools)
Find order    
Gather information from customer Customer Service Representative    
Work with payment instructions Customer Service Representative    
View order    
Save as quote Customer Service Representative    
Find order    
Clone order Customer Service Representative    
Work with charges Customer Service Representative    
Inform customer of order number Customer Service Representative    
Work with payment instructions Customer Service Representative    
Work with order attributes

A Customer Service Representative sets attributes which apply to the order as a whole as opposed to the line items.

Customer Service Representative    
Save shopping cart

If desired, click on the "Save shopping cart" link

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    
Cancel order

Update the order state to canceled (X).

Customer Service Representative    

Objects