The Order Management Lifecycle

Order Management is a robust, customizable solution for managing orders as they progress through the system. It features a main dashboard that summarizes action items such as orders and payments that require attention, in addition to a sophisticated search engine that lets you find and act on particular orders based on a number of criteria.

The lifecycle of an order in Order Management can be described as a series of states and actions. Some of these might be optional or might occur in a different sequence, based on the particular system configuration. In addition, some actions might be configured to occur automatically or to be performed manually. The following list outlines the actions taken at each step in the process:

  1. Sales Order Entry: An order comes into the system from any sales channel, generating a new Sales Order record.
  2. Payment Information Capture: Payment information is collected and sent to an external payment processor. Payments can either be captured after shipping order approval or authorized and captured during order creation in Customer Service Center. (This must be configured in the Customer Service provider.)
  3. Sales Order Completion: Work is performed on any Sales Orders that require attention (such as manual payment authorization or customer communication).
  4. Sales Order Approval: Sales Orders are approved before proceeding.
  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 before proceeding.
  7. Invoice Creation: An invoice is generated.
  8. Shipping Order Assignment: Each Shipping Order is 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: Any required follow-up is performed. Some examples might include:
    • Communication of shipment information such as tracking numbers
    • Returns or Exchanges (with corresponding Approvals)
    • Automatically recurring orders
  12. Sales Order Filing: The Sales Order is manually filed before being closed.
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