The tables below highlight the actions and workflow states for sales orders, shipping orders, return orders, and returns.
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 |
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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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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 |
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Cancel |
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Void |
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Alert |
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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 |
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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 |
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The following actions can
be performed in the return workflow states noted by the check mark ().
Action for return | Waiting approval | Waiting credit | Closed |
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Return |
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Void |
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Suspend/Resume |
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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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