Create an Order

An agent can create an order and set or change the order's customer. The agent must have permission to use Customer Service Center.

  1. Select site > Merchant Tools > Ordering > Customer Service Center.
    Note: Customer Service Center doesn't support different locales in a single site. Product and pricing information display in the default locale. You can place a customer order in a locale-specific site from the storefront.
  2. Select Create an Order.
  3. Click Set Customer, enter a portion or all of the customer's name, select the customer, and click Set Customer.
    1. To specify an unregistered customer, a customer name is not entered. An unregistered customer doesn't have an email address.
      You can customize your site before the basket is submitted if your orders:
      • Require an email address and a customer name was not entered
      • Require a customer name according to your business rules
    2. To change the customer for the order, click the pen icon in the customer's area.
    3. To find a customer, click Search.
    4. To create an order for a guest, click Guest Order.
      A guest refers to an order that includes an email address but not a customer name.
    5. To register a customer, click Register.
  4. In Bill To, click Please Select, and enter the name and address. Alternatively, you can click New Address and enter the information.
    Addresses that are in the address book have an icon next to them. Addresses that are not in the address book don't have an icon.
  5. Enter the item ID, name. Or, click Add Product, enter a search term, specify the order to show the results, and select the item.
    The product details appear in the customer's preferred locale's language.
  6. Select the product variation or option, if applicable.
  7. Select the quantity. Note the availability of the item, including whether an item is on backorder or can be preordered.
  8. (Optional) To override the price of the item, click the price, and enter the new price and reason for the override.
  9. Select the shipping address. You can specify the shipping address as the billing address.
    Note: In Business Manager, you can manually add or update the billing and address form fields with dropdown values appropriate for your state or province and country. See Customer Service Center Customizable Areas. To verify address information, you can use Shop API hooks to access third-party address validation services.
  10. Select the shipping method.
    The list of applicable shipping methods is loaded in the customer's preferred locale. If a customer doesn't have a preferred locale, the site's locale is used.
  11. (Optional) To ship an item in the order to a different address:
    1. Drag the product to the area below the existing shipment.
    2. If the quantity of the product you are dragging is greater than one, select the number of items to include in the new shipment and click Move.
    3. Select the shipping address for the new shipment.
  12. (Optional) To override the shipping price, click the price, and enter the new price and reason for the override.
  13. (Optional) Enter a coupon code or a source code.
    Based on your configuration, the field accepts only source codes, only coupon codes, or both.
    Note: Some development work can be done to accurately calculate and display the sales tax and other applicable taxes on the Basket page in Customer Service Center.
  14. Click Submit Order.
  15. Select the payment method, and enter the payment information. You can pay the balance in a single payment, multiple payments, or multiple payment methods.
    You can't enter a zero payment amount without attaching a payment tender. A tender lets you use multiple payment types on the same order. For example, a shopper received an incorrect or damaged item, and a replacement item was sent to the shopper without more payment required. You can then handle the payment tender in one of two ways.
    • Apply a payment to the shopper's payment method with an amount of zero
    • Create a tender type. Then apply a zero payment to the new tender type. Make sure that the payment provider is aware of this tender type so that the order can be processed without an authorization or capture transaction.
  16. To specify multiple payments or multiple payment methods, click Add Payment.
    Note: Some development work is required for Payment Service Provider (PSP) integration to work properly in Customer Service Center. The Shop API interactions require code to connect Customer Service Center with the B2C Commerce PSP cartridge. See Payment Service Provider.
    1. On the Add Payment Method panel, select the payment type, enter the amount and information, and click Save.
      If the balance due isn't paid in full, you see an incomplete payment message, and the Add Payment panel reopens. The remaining balance displays in red font.
    2. Select the second payment method and information, and click Save.
    3. Continue selecting the payment methods until the entire amount is paid.

      If the order is still not paid in full, the remaining balance displays in red font. To make another payment, click Add Payment.

      Note: To submit the order, use the Shop API hooks.
    4. Click Review Order.
      To change shipping or billing information, or to add or delete items, click Back.
    5. If done, click Submit Order to create the order.
      To delete a payment, click Details and then click the trash can to delete that payment method or amount. This can occur when the order is submitted but the payment balance is not paid in full.
  17. (Optional) To override the price of the entire order, click the price, and enter the new price and reason for the override.
  18. (Optional) To remove a price override, click it.
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