Order Management Overview

Order Management is a robust, customizable solution for managing orders. Its main dashboard summarizes action items such as orders and payments that require attention, and provides sophisticated search engine that enables you to find and act on orders based on a number of criteria.

Order Management supports the integration of multiple sales and fulfillment channels to provide customers with a true omnichannel commerce experience. Customers can shop online (via desktop or mobile device), by telephone, or in a brick and mortar store. Orders can be fulfilled via traditional shipping methods from warehouse or retail locations, or can be picked up by customers in retail store locations. Returns and exchanges can also be handled via shipping or in person at retail locations.

Order Management can manage inventory across multiple warehouse and retail store sites, allowing for complex and powerful allocation systems that combine warehouse and store order fulfillment.

Orders

An order can represent products, services, and channels of purchase and delivery. Order management is a way to handle the events that occur during an order's life cycle. These events include:

  1. Creation
  2. Payment capture
  3. Allocation
  4. Fulfillment
  5. Returns and exchanges

Traditionally, orders are not managed for the entire life cycle. Each order life cycle event is the responsibility of a different business unit, with its limited view of the order. A customer service center takes phone orders, a warehouse team packs and ships items, and a billing department handles invoices. Each business unit operates separately, with little coordination beyond passing the order along, which makes customer satisfaction tracking and improvement difficult at best.

A central order management system enables merchants to gain a holistic view of their order process, enabling cooperation across all life cycle areas. To a customer, an order includes the entire process. If any element is unsatisfactory, the entire order might be considered a failure.

Lifecycle

The lifecycle of an order in Order Management is represented by states and actions. Some are optional or can occur in a different sequence, depending on your configuration. Some actions can be manual or automatic. The following are the typical actions taken at each step of the process:

  1. Sales order entry: an order comes into the system from any sales channel, generating a new sales order record.
  2. Payment capture: payment information is collected and sent to an external payment processor.
  3. Sales order completion: work is performed on sales orders that require attention, for example, manual payment authorization or customer communication.
  4. Sales order approval: sales orders are approved.
  5. Sales order allocation: one or more shipping order records are created, and items in the sales order are allocated to them from inventory.
  6. Shipping order approval: shipping orders are approved.
  7. Invoice creation: an invoice is generated.
  8. Shipping order assignment: shipping orders are assigned to fulfillment site staff.
  9. Item pick/pack: items are collected and packed for shipment.
  10. Shipment: shipping order packages are passed to shipping providers.
  11. Customer service/order continuation: required follow-up is performed, for example:
    • Communicating shipment information such as tracking numbers
    • Tracking returns or exchanges, with corresponding approvals
    • Tracking automatically recurring orders
  12. Sales order filing: sales orders are manually filed before being closed.

Before You Begin

Before you begin to use Order Management functionality, you must consider;

Features and Modules

Order Management includes the following features and modules, which you can configure to manage your order workflow:

Related Links

Order Management Systems