The lifecycle of a sales order progresses through multiple
workflow states including Waiting Approval, Waiting Authorization, Waiting
Allocation, Waiting Fulfillment, Waiting Filing, and Closed. The actions
that can be performed on an order vary based on the workflow state. For
example, a Customer Service Representative can't cancel an order if the
order is in 'Waiting Fulfillment' status. The actions that can be
performed also vary for shipping orders, returns, and return orders based
on the workflow state. You can configure the behavior of Customer Service
Center in Order Management Administration: Settings >
Providers.
The tables below highlight the actions and workflow states for sales orders, shipping orders, return orders, and returns.
Order Workflow States
The following actions can
be performed in the order workflow states noted by the check mark (
).
| Action for order line item | Waiting approval | Waiting authorization | Waiting allocation | Waiting completion | Waiting fulfillment | Waiting filing | Closed |
|---|---|---|---|---|---|---|---|
| Cancel |
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| Price Change |
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| Appeasement |
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| Edit |
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| Even Swap | |
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| Reship | |
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| Void | |
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| Suspend/ Resume | |
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| Alert | |
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| Misc. Credits (Product, Shipping, Handling, Tax, Fee, Overage) | |
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Shipping Order Workflow States
The following
actions can be performed in the shipping order workflow states noted by
the check mark ().
| Actions for shipping orders | Waiting approval | Waiting authorization | Waiting assignment | Waiting pick/pack | Waiting fulfillment | Waiting filing |
|---|---|---|---|---|---|---|
| Cancel | |
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| Void | |
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| Alert | |
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Return Order Workflow States
The following
actions can be performed in the Return Order workflow states noted by the
check mark ().
| Action for return orders | Waiting receiving | Waiting approval | Waiting credit | Waiting fulfillment |
|---|---|---|---|---|
| Exchange | |
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| Void | |
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| Suspend/Resume | |
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| Alert | |
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| Credit Destination | |
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| Return Receive | |
Return Workflow States
The following actions can
be performed in the return workflow states noted by the check mark ().
| Action for return | Waiting approval | Waiting credit | Closed |
|---|---|---|---|
| Return | |
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| Void | |
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| Suspend/Resume | |
Scenario: Order Workflow States
The following is a typical scenario of how workflow states change as an order is processed in Customer Service Center.
| Scenario: Customer Service Center |
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| A customer called to purchase a pair of shoes. The order moved through the order workflow from order creation, shipping order creation, allocation from inventory, payment captured, and now is in 'Waiting Fulfillment' state. The associate from the California warehouse contacted the Customer Service Representative (CSR) because the only available pair of shoes in inventory were damaged and could not be shipped to the customer. The CSR must cancel this shipping order so that the shoes can be shipped from a different warehouse where there is available inventory. |
| Action |
The CSR performs these steps to cancel the shipping order
to enable fulfilling the order from a different warehouse:
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