Using Oracle Commerce Cloud Agent Console

Using Oracle Commerce Cloud Agent Console
Version 17.4
Using Oracle Commerce Cloud Agent Console
Using Oracle Commerce Cloud Agent Console
Product version: 17.4
Release date: 08-25-17
Document identifier: UsingCCAgent1708221640
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Table of Contents
1. Understand the Agent Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Navigate the Agent Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
2. Configure Agent Console Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Assign roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Create announcements and quick links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Set price overrides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Set the customer remorse period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Manage account-based commerce accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Conduct account administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Set the price hold period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Customize displayed text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
3. Search for Customers and Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Search for customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
View customer results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Search for orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
View order results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
4. View Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
View order details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
View order items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
View shipping details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
View tracking references . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
View payment details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
View notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
View custom order properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
5. Understand Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Understand account buyers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Understand account addresses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
6. Manage Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Place orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Understand single and multiple payments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Understand coupons and gifts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Understand shipping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Understand CPQ Cloud integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Understand dynamic commerce item properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Create new orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Understand account-based commerce approvals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Schedule an order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Understand the effect of order approvals on scheduled orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Request a quote for an order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Complete in-process orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Use the address book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Understand the remorse period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Amend a placed order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Use price override . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Understand PayPal use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Understand PayU Latam use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Cancel an order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
View order history . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Process returns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Mark return requests for manual refunds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Create return requests for negative refunds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Using Oracle Commerce Cloud Agent Console
iii
Exchange products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
iv
Using Oracle Commerce Cloud Agent Console
1
Understand the Agent Console
The Oracle Commerce Cloud Agent Console provides customer service agents, agent supervisors, and
administrators with the ability to:
• View a personalized dashboard with the orders graph showing the order count and value for the selected
price group. Additional information includes a return requests graph, pending actions table, announcements,
and quick links.
• Search for a customer using various search criteria and view a list of matching customers.
• Update customer profile information, including any configured custom profile properties.
• In a multiple site environment, create new shopper profiles associated with a selected site and manage email
notifications for each site.
Note: New orders can be created and a single incomplete order can be saved for each site.
• Add new or view existing customer notes.
• Add new or view existing order notes.
• View customer order history.
• Search for a customer order using various search criteria, including advanced search.
• Create a new order for a registered customer, including the use of custom order properties.
• Schedule, view, and edit schedules for automatically recurring orders.
• Create orders for account-based commerce customers.
Note: The system supports backorder and preorder items. Add these items as you would any other items.
A notice is displayed on the Create Order page to designate the backorder and preorder status along with
the date by which these items are available. Once the order is placed, the notice changes to show the item
has been backordered or preordered. For more information, see Using Oracle Cloud Commerce, Customize
inventory status messaging section.
• As an Oracle Commerce Cloud administrator, for account-based commerce, enable and disable order
approvals and the delegated admin feature.
• On behalf of the account administrator for account-based commerce accounts, manage and edit addresses.
• On behalf of an account approver for an account-based commerce order, approve or reject account orders
that exceed the account level purchase limit.
• When the features are enabled, accept invoices (purchase numbers) as a payment option.
1 Understand the Agent Console
1
• When the features are enabled, use Configure Price Quote (CPQ) functionality to produce accurate quotations
for configurable items.
• Use single-use and limited use coupons for orders, including tiered discounts; a single coupon can also apply
multiple item-level and order-level promotions to an order.
• Designate a currency for new orders from a list of price groups.
• Amend an order.
• Cancel an order.
• Create a new return request for an order.
• Acknowledge receipt of return items against a return request.
• Issue a refund for a return request.
• Complete exchanges of like products or product variants.
Prior to accessing the Agent Console, contact your system administrator to set up the proper permissions to
use the Agent Console. Ensure you have a current user ID and password for your role: CS Agents or CS Agent
Supervisors.
Note: The Administrator role does not have access to the Agent Console.
You should also be provided with the page location for logging into the Agent Console using your browser. For a
list of supported browsers, see Oracle Commerce Cloud Known Issues.
Navigate the Agent Console
In your browser, enter the page location provided to you by your agent supervisor or systems administrator, and
log into the Agent Console using your credentials (user ID and password).
Once logged in, the Oracle Commerce Cloud dashboard is displayed. The dashboard provides graphs and lists
related to agent-specific orders including details pertaining to return requests and pending actions. The price
group menu provides a graph showing the number of orders and order value in each selected price group. By
default, your storefront has a minimum of one price group. Lists are also provided to show announcements and
quick links to assist with agent productivity.
On the top right side of the page, use the icons to access the dashboard, open an orders or customers search,
access return processing, access help, or log out of the Agent Console.
2
1 Understand the Agent Console
2
Configure Agent Console Settings
This section describes the following configurable settings to:
• Allow users to access the Agent Console by creating Agent and Agent Supervisor roles.
• Configure a customer remorse period if your business allows it.
Note: To make changes to the Agent Console settings, you must have administrator permissions.
Assign roles
Each user accessing the Oracle Commerce Cloud Agent Console must have a valid user account. One default
Administrator account is included with your Oracle Commerce Cloud instance, but an administrator must create
additional profiles manually. For more information on other Oracle Commerce Cloud settings, see Using Oracle
Commerce Cloud.
The roles available for users of the Agent Console are CS Agent and CS Agent Supervisor. The difference between
the roles is that the CS Agent Supervisor can process manual adjustments for refunds. For more information, see
the Process returns (page 38) section.
To create a profile for an Agent Console user:
1. Log into the Oracle Commerce Cloud dashboard using your admin user ID and password.
2. In the upper left corner of the page, click the menu icon.
3. From the left menu, click Settings.
4. Click Access Control.
5. Click New User.
6. In the dialog, enter the information that identifies the new user, and select the CS Agent or CS Agent
Supervisor role.
7. Click Save.
Note: If a user with another role tries to log into the Agent Console, he or she receives a dialog stating the user
has entered an incorrect user name or password.
2 Configure Agent Console Settings
3
Create announcements and quick links
Your business can create announcements and quick links for your agents that are displayed on the dashboard.
To create announcements and quick links:
1. Log into the Oracle Commerce Cloud dashboard using your admin user ID and password.
2. In the upper left corner of the page, click the menu icon.
3. Click Settings.
4. Click Agent Console Settings, and then the Announcements or Quick Links tab.
5. For announcements, do the following:
• Click New Announcement. The Announcements dialog appears.
• Use the text field to create the announcement. A variety of text tools are available to customize the
announcement.
• Click the Enabled check box to publish the announcement to the agent dashboard, or keep the check box
clear to use the announcement at a later time.
• Click Create.
6. For quick links, do the following:
• Click New Link. The New Link dialog appears.
• Enter the link title text and the URL for the link in the fields.
• Click Enable to publish the quick link to the agent dashboard or keep the check box clear to use the quick
link at a later time.
• Click Create.
Set price overrides
Your business may permit agent supervisors to override order prices in two areas: during order creation and
order amendment.
To set the price override permissions:
1. Log into the Oracle Commerce Cloud dashboard using your admin user ID and password.
2. In the upper left corner of the page, click the menu icon.
3. Click Settings.
4. Click Agent Console Settings, and then the Price Override tab.
5. Select or clear the appropriate check boxes: Order creation and Order amendment.
4
2 Configure Agent Console Settings
6. Click Save.
Set the customer remorse period
Your business processes may allow a customer to place an order and then, within a prescribed amount of time,
amend or rescind the order. The amount of time for this Customer Remorse Period is configured on the Settings
page of Oracle Commerce Cloud.
To configure the remorse period:
1. Log into the Oracle Commerce Cloud dashboard using your admin user ID and password.
2. In the upper left corner of the page, click the menu icon.
3. Click Settings.
4. Click Agent Console Settings, and then the Remorse Period tab.
5. Select or clear the Enable Remorse Period check box.
6. If you are choosing to enable the remorse period, enter the hours and minutes in the fields that correspond to
the amount of time your business designates as the remorse period.
7. Click Save.
Manage account-based commerce accounts
Shoppers who place orders using an account can be assigned roles as buyers or as administrators. As a buyer,
a shopper is authorized to make purchases on the account. Administrators can make purchases and are also
authorized to add new contacts to the list of account buyers, administrators, and approvers. By default, every
contact assigned to an account receives the buyer role.
Important: All edit and update actions can only be done by a delegated administrator of the account.
Conduct account administration
In the Oracle Commerce Cloud administration interface, click Accounts to do the following:
• Add and view details for current accounts for your site.
• Add and edit contacts to an account.
• Add or edit account addresses, including setting up default addresses.
• Set up approvals, including purchase limits.
• Make the account active or inactive.
2 Configure Agent Console Settings
5
• Identify buyers who are connected to other accounts.
• View and edit account contracts.
• View account contact lists, including editing status and storefront roles.
• Set email preferences per site or turn off email updates to all sites.
For more information, see the Configure Business Accounts chapter in Using Oracle Commerce Cloud.
Set the price hold period
For account orders with pending payments, your company can set a price hold period during which the price of
the order will not change. After the period passes, the order is cancelled.
To set the price hold period:
1. Open the administration interface.
2. In the upper left corner of the page, click the menu icon.
3. From the left menu, click Settings.
4. In Settings, click Payment Processing.
5. Click the Setup tab.
6. Enter the amount of time in days and hours to allow the shopper to provide missing payment information
before an order is cancelled. The order’s prices will not change during this time.
Note: If you leave both Days and Hours blank, there is no time limit.
Customize displayed text
Oracle Commerce Cloud uses text snippets to customize the text for state values displayed on your store and
in the Agent Console. These state values include order states, shipping item relationship status, and payment
group status. The state values appear in the search menus for customer and order searches.
Text snippets can be edited in the administration interface, under Design, Code tab, Advanced. For more
information on using text snippets, refer to Using Oracle Commerce Cloud, the Customize your store’s text
section.
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2 Configure Agent Console Settings
3
Search for Customers and Orders
This section describes Agent Console search functionality available for locating customers and orders in the
system.
Search for customers
On the top right side of the page, click the customer search icon. On the Customer Search page, you can use the
following criteria to search for customers in your system:
• First and last name.
• Email.
• Phone number.
• Zip code.
• Account.
Note: This feature may not be enabled in your environment.
Click Create New Customer to open a dialogue where you can enter a new shopper into your system. Select the
check box to provide merchant updates to the shopper via email.
In a multiple site environment, when creating a new customer profile, do the following:
1. In the Select Site menu, choose the site the shopper wants to be associated with initially.
2. Select the email updates check box to enable email notifications for the selected site only.
3. To manage email notifications for multiple sites (opt-in or opt-out of notifications for the sites associated
with your company), go to the shopper’s profile. The right menu displays the current site properties for the
shopper.
4. Under Email Preferences, select or clear the check box to enable or disable email notifications for the site.
5. Select a different site from the right menu to make changes to notification for each site.
Note: The search criterion is based on Starting With, either letters or numbers. For example, typing a K in the
First Name search field could produce results of Kara, Kim, and Kyle. Typing Ki would limit the search to Kim as a
related result.
Note: For information on creating contacts for accounts, see the Manage Account-based Contacts section.
3 Search for Customers and Orders
7
View customer results
After conducting a successful search, your search results appear in the Customer Results table at the bottom of
the page. In the table, you can view customer information, including the latest order for that customer.
Note: In a multiple site environment, for a single site, there can be multiple incomplete carts associated to each
account. If the shopper has unsaved carts in the available sites or wants to create a new cart for any of the sites,
in the cart column, a Select Cart link is displayed. Clicking the link displays a dialog with site-specific cart details.
The agent can select any of the site-specific cart links. The selected link redirects to a Create Order page with the
cart details pre-loaded. Only one incomplete cart can be associated with a site.
Note: If account-based commerce functionality is set up for your business, an Account column is displayed. This
column is populated only with shoppers who are associated with an account. In the Cart column, if the accountbased shopper has any incomplete carts associated with him/her, a Select Cart link is displayed. Click the link to
display the Select Cart dialog. Click the link for the order you want to view or complete.
Click the Details icon to view the Customer Profile page. On the Customer Profile page, you can do the following:
• On the Details tab:
• Edit the shopper first and last name; the email address cannot be edited.
• Reset the shopper password.
Note: Clicking Reset Password immediately creates a temporary password that is sent to the customer.
• Edit any available custom properties, both internal and customer-facing.
Note: Customer profile attributes can be edited at any time on the Customer Profile page. If a field is
designated as required, a default value is supplied.
Under the Reset Password button, a link is included to either create a new order or to complete an
incomplete order.
If you have a single-site environment, the Complete Order link displays the number of items currently in the
shopper’s cart as well as the order amount; for example, Complete Order - 2 items - $79.98.
If you have a multiple site environment, use the menu to select a site to perform actions specific to that
site. You can start a new order for the site or select the link to show the details of the incomplete order (for
example, View order - 2 items - $79.98).
• On the Address Book tab, add or edit addresses associated with the shopper; select an address to act as the
shopper default shipping address.
Note: For account-based commerce buyers, you cannot add or edit the shipping or billing address
information as it is set for the account associated with the buyer. This feature may not be enabled in your
environment. When you are creating the new address on behalf of the customer, the default shipping country
that is populated is specific to the site selected on the Customer Profile page.
Note: Addresses can contain first and last names other than the shopper of record.
• On the Order History tab, access the shopper’s order history. Click the order number link to view complete
details about the order.
• On the Scheduled Orders tab, view and access any scheduled orders the shopper has placed. Click the
schedule name link for complete details about the order. You can also make changes to the scheduling details
but not the items included in the order. For more information, see the Schedule an Order section.
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3 Search for Customers and Orders
• For account-based commerce buyers with a delegated admin role, the Account/Contacts tab is displayed,
which includes the standard shopper information with the addition of buyer purchase limit, storefront
role, whether this buyer is connected to other accounts, and status (active or inactive) of the account. The
properties displayed are specific to the account, so all contacts in this account honor these settings.
• For account-based commerce buyers with Approver status, an Order Approvals tab is displayed. This tab
shows orders made by buyers who have exceeded their account level purchase limit and require approval
prior to order placement. The tab includes order ID, order date, submitted by (buyer), approval reason, and
order total columns. A search field is provided to filter the results.
Understand account-based commerce customers
If account-based commerce functionality has been enabled for your environment, your agents should
understand the following:
• Account-based commerce buyers purchase for an account and use contract pricing when ordering. For
example, item prices and order discounts may be different for these shoppers. In addition, pricing may also be
set up to reflect volume-based pricing, which can include bulk and tiered purchases. Calculations and catalog
choices are made automatically by the Oracle Commerce Cloud.
• Approval settings, for example, require approval and purchase limits, are site- and account-specific. Settings
change automatically when a site/account combination is selected.
• If enabled, the merchant can include a purchase approval management system to incorporate the
organization’s approval rules.
Note: For more information, see Extending Oracle Commerce Cloud, Enable Order Approval Management on
the Storefront chapter.
• On account-based commerce buyer profile pages, information is provided to show the buyer’s account level
purchase limit, storefront role (Admin, Approver, or Buyer), and whether or not the buyer’s status is active.
• An account-based commerce buyer may be associated with one or more than one account. Use the Account
Name menu to select the site you want to view associated with the buyer.
• Account-based commerce associates a price group with a contract and this price group setting cannot be
changed.
• Shipping and billing addresses are set and cannot be edited, deleted, or additional addresses included in the
account.
• Depending on your business model, the account-based commerce buyer may be able to use invoices
(purchase orders) as well as credit cards. Invoice and credit card payment options for order amendment are
the same as for other shoppers: once a credit card is used, the invoice option is no longer available.
Note: If during order amendment the order amount changes and the shopper wants to use a credit card
instead of the original invoice, the credit card must be used for the full amount. There is no option for
combining credit cards with invoices.
Note: For more information, see Using Oracle Commerce Cloud, Manage pages for account-based shoppers
section.
Conduct shopper profile activities for an account
While accounts are created in Oracle Commerce Cloud Administration, with the merchant’s permission, agents
can, on behalf of a delegated administrator for an account, do the following:
Note: The merchant can make this capability unavailable to the agent.
3 Search for Customers and Orders
9
• Create a new contact under the same account as the delegated administrator.
• Assign, change, or remove roles for a contact.
• Update contact details.
• Search for and view all contacts with roles for the account based on first name, last name, email, or role.
• On the Profile page, view and manage account contact information.
• View, add, edit, or delete addresses for an account.
• Mark and edit addresses as a shipping or billing address.
To manage account-based contacts and addresses:
1. Establish the identity of the shopper as an administrator for the account. Contact your manager for the
method by which you are to identify administrators.
2. Search for the contact and open the customer profile. For more information, see the Search for customers
section.
3. On the Customer Profile page, Details tab, under Storefront Role, if the person you are dealing with is an
administrator, the Administrator check box will be selected. If not, only the Buyer check box will be selected.
Also ensure the Active check box is selected.
4. For all account administrators, an additional tab called Account Contacts is available. Click the Account
Contacts tab to view all contacts registered to the account. Information on this tab includes:
• First and last name.
• Active column; if cleared, the contact is inactive.
• Storefront role: buyer, approver, and/or administrator.
• Email address.
5. Use the filter field to narrow the search for specific contacts.
6. Click the New Contact button to register a new contact to the account. The Add New Contact dialog appears.
7. Enter the first and last name, email address, the storefront role, and whether the contact is active. By default,
the new contact has Buyer selected. Click Save. The new contact now appears in the Account Contacts list.
8. From the Account Contacts list, click a current contact to edit the information. Make any changes to the
storefront role and active status here. For these currently-registered contacts, the email address cannot be
edited. For more information, see the View customer results section.
To add a new address or edit current addresses, click the Address Book tab. For more information, see the Use
the address book section.
Search for orders
On the top right side of the page, click the order search icon. On the Order Search page, you can use the
following criteria to search for orders in your system:
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3 Search for Customers and Orders
• Customer first and last name, email address, and phone number.
• Order number.
• SKU, product name, order states, order status, and orders submitted previously in days.
• For those companies that have implemented a multiple site environment, the agent can also search for orders
by site.
• Account (available if account-based commerce functionality has been enabled for your environment; this
column is populated for shoppers with accounts only).
• Approver (available if account-based commerce functionality has been enabled for your environment; this
column is populated for shoppers with accounts only).
Note: Approvers have the ability to approve or reject orders. If the order is approved, the order is placed. If the
order is rejected, the order is not placed and its status is changed to Rejected.
Click the Advanced Search arrow to show expanded criteria fields, including specific start and end dates, and
customer order-level shipping or billing addresses.
Note: For account-based commerce buyers, you cannot add or edit the shipping or billing address information
as it is set for the account associated with the buyer.
Note: The search criterion is based on Starting With, either letters or numbers. For example, typing a K in the
First Name search field could produce results of Kara, Kim, and Kyle. Typing Ki would limit the search to Kim as a
related result.
View order results
After conducting a successful search, your search results appear in the Order Results table. Order status includes:
Status
Description
Being Processed
The order is being prepared for shipment to the customer.
Fulfilled
The order is complete, shipped, and delivered to the customer.
Removed
The order has been canceled and not shipped to the customer.
Submitted to Fulfillment
The order has been submitted to the warehouse staff to begin fulfillment.
Pending Approval
For account-based commerce orders, this order requires approval prior
to order placement. For more information, see the previous Search for
Customers and Orders sections.
Pending Payment
For account-based orders, the order is approved and is awaiting payments
on that particular order.
Orders and return requests belonging to deleted and inactive sites are displayed on the following pages:
3 Search for Customers and Orders
11
• Order Search Results
• Order History
• Return Search Results
• Schedule Orders List in the customer profile page
Orders and return requests belonging to the deleted sites cannot be viewed. However, those belonging to
inactive sites can be viewed but no operations can be performed on them.
In the table, you can view individual orders by clicking the Order Number link. For more information, see the
View order details (page 14) chapter.
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3 Search for Customers and Orders
4
View Orders
You can view current orders by clicking the Order # link on the Order Results page for all orders in the system or
the Order History page for a specific customer. The Order page is displayed showing the following details:
• Order details
• Order items
• Shipping details
• Payment details
• Order notes
• Any custom order properties, internal and/or customer-facing. These properties are read-only.
• For account-based commerce orders, a Pending Approval page is available for those orders that have
exceeded a shopper’s account level purchase limit. A link to return to the account Order Approvals page is
provided at the top of the page.
To view an order using an order search:
1. At the top of the page, click the Orders icon, and complete an order search by entering information in one or
more of the fields. Click the Show Advanced Search link if necessary. The Order Results table appears at the
bottom of the page.
2. Click the appropriate link from the Order Number column.
To view an order using a customer search:
1. At the top of the page, click the Customers icon, and complete a customer search by entering information in
one or more of the fields. The Customer Results table appears at the bottom of the page.
2. Access the order details using either the Orders column link or the Customer Information page:
• In the Orders column, click the number link. The Customer Information page displays the Order History tab.
• Click the appropriate link from the Order ID column.
Or
• Click the link in the Profile column.
• On the Customer Information page, click the Order History tab.
• Click the appropriate link from the Order ID column.
4 View Orders
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View order details
In the Order Details section, you can view the following:
• Customer name with a link to the Customer Profile page.
On the Customer Profile page, you can edit the customer name, reset the customer password and edit
and add addresses to the shopper’s address book that can be used for shipping information. For more
information, see the Use the address book (page 33) section.
Note: For account-based commerce buyers, you cannot add or edit the shipping or billing address
information as it is set for the account associated with the buyer. This feature may not be enabled in your
environment.
• Customer email.
• Date and time of this order.
• Merchant site name (used when the company has implemented a multiple site environment).
• Organization name.
• Price group used for this order.
• Email Order Details button.
When an order is placed, the shopper automatically receives an email containing the order, shipping, and
general payment details. If the email needs to be re-sent, click the Email Order Details button.
• An order summary, including a subtotal and order total, any discounts, shipping charges, and tax.
Note: In the Order Summary section, presentation of tax information in the Agent Console varies based on
the Pricing Includes Tax flag in the Oracle Commerce Cloud administration interface. When tax is configured
as included (the check box is selected), there is no line item indicating tax. A note indicating the tax total is
provided in the Order Summary and Order Items sections. Otherwise, when tax is not configured as included,
a separate line for tax is present.
View order items
In the Order Items section, you can view the following:
• The Exchange Items and Return Items buttons for orders with a status of Fulfilled.
• A list of the items associated with this order, including product number, SKU, item status, any price
adjustments, quantity purchased and returned, and the subtotal.
Note: Order item status for fulfilled order is Added to order.
• A promotional summary listing the specific discounts applied to this order.
• A list of the order subtotal, discount total, shipping costs, tax, and order total.
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4 View Orders
Note: In the Order Summary section, presentation of tax information in the Agent Console varies based on
the Pricing Includes Tax flag in the Oracle Commerce Cloud administration interface. When tax is configured
as included (the check box is selected), there is no line item indicating tax. A note indicating the tax total is
provided in the Order Summary and Order Items sections. Otherwise, when tax is not configured as included,
a separate line for tax is present.
View shipping details
In the Shipping Details section, you can view the following:
• The address or addresses to which the order was shipped.
• Shipping method.
• Track Shipments button.
View tracking references
Once an order is placed and sent to the fulfillment system, the items may be shipped in one or more packages.
You may need to track these shipments to determine their status. The Agent Console provides information on
each of the packages associated with an order, whether it is one or more.
To track the packages:
1. Search for the order.
2. Under Shipping Details, click the Track Shipments button. The Tracking Shipments dialog appears showing
the name of the carrier or carriers, and a tracking reference link for each package.
3. Click the link for the package you are investigating.
The link directs you to the carrier site where the information on the chosen package is displayed. The number of
lines in the Tracking Shipment dialog corresponds to the number of packages associated with the order.
View payment details
In the Payment Details section, you can view the following:
• Customer billing address.
• Credit card details.
• Gift card details.
• Invoice details.
Note: This feature may not be enabled in your environment.
4 View Orders
15
View notes
This section provides a table containing any notes associated with this order, including the date and time the
note was created and the contents of the note.
Note: Notes are for internal use only.
View custom order properties
This section provides additional internal and/or customer-facing properties that have been set up by your
business to collect information on the order. Once the order is placed, these properties are read-only. This
information is collected during order placing and amendment.
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4 View Orders
5
Understand Accounts
Use this chapter if your site has been configured to accept account-based commerce transactions.
A company that does business with you may have one or more associated accounts and sub-accounts
containing one or more buyers. Each account and sub-account is associated with a contracted list of catalog
items, a price group, and a price list. When you change from one account to another, the system automatically
loads these details, so you may notice differences between accounts.
Note: Only a single incomplete cart can be associated with an account. You can select the incomplete cart and
edit it before processing instead of creating a new order.
A customer profile can be associated with one or more accounts depending on the business practices of that
company.
For example, June, who works for the ABC Company, may be a buyer with privileges to purchase products for
the US and European branches. June’s buyer profile would list both the US and European accounts and show
that she is an active buyer on both.
Note: To set up buyers on an account, you must be an administrator for that account.
Understand account buyers
You can search for a buyer as you would any other shopper contact, or you can search for the specific account
itself.
If an account buyer you select is associated with multiple accounts, you can see the associated accounts in the
Customer Results table by hovering over the Account field for the buyer. A list of accounts appears.
On the Customer Search page, use the Account field to search for the account name. The Customer Results table
displays all buyers associated with the account. You can then select the buyer by clicking the link in the Profile
column.
• In the Cart column, the Select Cart link is displayed if there is more than one active account or active site for
this buyer. Clicking Select Cart displays a dialog from which you can the account and site for which the order
is to be placed. Clicking the New link opens a fresh order.
• If you want to change the account from the Create Order page, at the top of the page use the Site and
Account menus. All sites and accounts associated with this buyer are provided in the menu lists.
• On the Order History page, all past orders are displayed. Use the menus located above the Order Number
table to filter the list according to account, site, order, and/or order state.
5 Understand Accounts
17
• On a dedicated account admin profile page, on the Account Contacts tab, the manage contacts table shows
all buyers associated with an account. Change the account name from the menu to view buyers for those
accounts.
Note: To display this tab, the buyer must be designated as an account admin.
• A dedicated account admin can remove a buyer from an account or make him or her inactive. A buyer who is
inactive on one account may still be active on other associated company account. Inclusion on other accounts
remains intact even when the buyer is removed from one account.
• The Require Approval check box and the Set Purchase Limit field setting values are dependent on the account
selected within the Custom Profile details page. Each account can have its own values for these settings.
Understand account addresses
In the address book, only delegated admins to the account have access to change the address to the default
billing or shipping address, or edit and delete addresses.
The address book contains three expandable sections: default shipping and billing address for that account
at the top, and a section below displaying other addresses associated with the account, including addresses
inherited from the parent account.
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5 Understand Accounts
6
Manage Orders
The Agent Console provides capabilities for placing orders, using the remorse period in amending and
cancelling orders, viewing order history, processing returns, and exchanging products.
During the order process, you can ship items in a single order to multiple locations. For more information, see
the Understand shipping section.
Note: The Price column contains rounded off values. However, during all pricing calculations, the actual price
value is used.
Place orders
As an agent, you can assist customers in placing orders by:
• Creating a new order.
• Completing an order already in progress.
• Amending an already-placed order.
• Deleting a placed order.
Understand single and multiple payments
If the system is configured by an administrator, shoppers have the option to make a single payment with one
credit/debit card or multiple payments with one or more credit/debit cards to satisfy the balance for an order.
• In single payment mode, the shopper can use a single credit/debit card, multiple gift cards, and a single
invoice. When single (full) payment required, and any part of the payment is rejected, the entire order is
rejected and must be completed by the shopper with new payment method / card.
• In multiple payments mode, the shopper can use a combination of credit/debit cards, gift cards, cash, and
invoices. If any part of the payment is rejected, the order status is changed to a pending payment state.
Note: The system can be set up to accept either single payment only or single and multiple payments options.
With administrator rights, go to the administration UI > Settings > Payment Processing > Setup > Payment
Options.
To use payment modes:
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19
1. Create an order on the customer’s behalf, add items to cart, and select the shipping method.
2. Under Payment Details, on the right side of page, click the Switch to Multiple Payments link or the Switch
to Single Payment, depending on which mode the order is currently in. By default, single payment mode is
displayed and multiple payments mode is enabled.
Note: During order creation, you can switch from one payment mode to another; however, payment
information is cleared as the system does not retain payment information.
3. For single payment, enter information for a single credit/debit card, one or more gift cards, or cash. If enabled,
you can include a single invoice. Complete any additional activities for the order, and click Place Order.
4. For multiple payments, do the following:
• Click the Switch to Multiple Payments link. The Payment Amount field is displayed.
• Click the Payment Option: credit/debit card, gift card, cash, or invoice, if available.
• In the Payment Amount field, enter the amount you want to apply using the payment option chosen.
• Once the information is entered, click Add Payment. A line item is added above Payment Options to
identify each payment made (for example, Payment 1 and Payment 2).
• Billing addresses can be edited for each payment to allow for a different billing address for each credit card
or invoice. Click Update Payment to attach a different billing address to the payment.
• When using a gift card, click Verify to display a window providing information on whether or not there is a
sufficient balance on the gift card to allow the payment amount. Click Add Payment for gift card. The line
item appears along with the list of other payments made to cover this order.
• Make changes to the remaining payment amount and use payment options until the balance is zero.
Note: The system does not allow for overpayment. In this case, an error message is displayed next to the
Payment Amount field.
• Edit the amounts and payment types by using the Edit and Remove links located next to each payment.
Click Edit to make amount changes or Remove to delete the payment. The Payment Amount field is
updated to reflect the change or removal of the payment.
• Once Payment Due amount is satisfied (amount is zero), the Place Order button is enabled. Prior to clicking
Place Order, you can still make changes to the order items (adding, changing numbers, removing).
• Click Place Order. Notification is displayed to show the order has been placed successfully. On the
completed order page, under Payment Details, each payment is listed along with associated billing address
and any specifics about the credit/debit cards, gift cards, invoices, and/or cash used along with the amount
for each payment, along with status of the payment (for example, The Authorization is Successful).
Understand invalid payments
You may encounter invalid payments (for example, when the order is placed, if the administrator has set
any limitations, like a cash limit of $99 or a rejected credit card) in either single or multiple payments mode.
However, the pending payment state is only available when using the multiple payments mode. For single
payment mode, the entire order is rejected, and a valid payment must be made to move the order to fulfillment.
In this case, the system displays a payment error notification, and the order is moved to the Pending Payment
state. The state is displayed at the top of the order page next to the order number (for example, Order Number
12345 - Pending payment). At this point, the order has not been authorized.
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6 Manage Orders
In pending payment state, you can remove any of the payments by clicking the Void Payment link next to the
payment. The Payment Amount field reflects any changes. Additional cards can be added by entering the
information and clicking Update Payment.
For any orders moved to the pending payment state, an email is sent to the shopper informing him/her of the
need to edit the order, so it can be successfully fulfilled. Shopper can go back to their order or have the agent
help him/her to complete the payment to process the order.
Note: If the order is in the pending payment state, you can use either payment mode (Single or Multiple
Payments) to satisfy the amount remaining.
Once all the changes have been made, click Place Order. If successful, the order is moved to the fulfillment state.
Edit a placed order
If the order is within the remorse period, you can edit the order, including the payment types, amounts and
billing addresses, or switch to single payment. Switching from one payment mode to another deletes the
payment details previously entered. The system does not retain the payment information.
To edit an order:
1. If the order is still within the remorse period, search for the order. At the top of the order page, click Edit
Order.
2. Make any changes to the order items or quantities.
3. If the changes result in a change to the payment due, you can void any payments currently listed or add
additional payment methods and amounts.
Note: You can change to a different payment mode (Single or Multiple Payments) at this time.
4. Once the changes have been made, click Complete Order. If successful, the order is sent to fulfillment.
Complete returns in multiple payments mode
Once an order has been fulfilled, if it was completed in multiple payments mode, you can adjust the amounts
originally assigned to each payment type.
To complete a return in multiple payments mode:
1. Search for and display the order.
2. In the Order Items section, click Return Items.
3. Identify those items and/or quantities to be returned.
4. Click Refund. A return request is generated.
Note: On the Return Request Refund page, under the Return Items section, the list of payments used for this
order is displayed along with, by default, the amounts assigned to each payment group and the total amount
to be refunded.
5. You can edit these refund amounts as long as the total refund amount does not exceed the amount
authorized.
6. Click Initiate Refund. The refund is made to the cards or invoices used that equal the refund amount.
6 Manage Orders
21
Understand coupons and gifts
When in use, a number of coupon codes and gifts can affect the pricing of individual items and an entire order:
• Single use and limited use coupon codes; your business may provide shoppers with coupon codes that can be
used once or can be used multiple times, for example, during a period of time or for a number of uses.
• Multiple promotion coupon codes; a single code can be tied to more than one discount, for example, when a
shopper spends a certain amount of money, he or she receives a percentage off an item or order and receives
free shipping.
• Coupon stacking rules; each stacking rule includes one or more promotions that are treated as a group. Rules
are intended to prevent simple combination strategies, for example to keep customers from combining buyone-get-one (BOGO) offers with gift with purchase (GWP) offers.
Stacking rules are created in the administration interface, Promotions section. For more information, in Using
Oracle Commerce Cloud, see the Manage promotions with stacking rules section.
• Gift with purchase; automatic promotions can be tied to individual products or order amounts. When a
specific product is added to the order or an order amount is reached, the shopper automatically receives a gift
or a choice of gifts.
For example, when a shopper adds a gaming console, a free game controller appears in the items list.
A gift may also allow a shopper to select from a menu of choices, for example, choosing one of several gift
cards for different venues. If this is the case, a Select the Gift button appears in the item list. You can select the
gift from the menu for the shopper and click Add to Order.
Note: If the main product is removed from the order, the gift product is removed or re-priced automatically
based on the particular promotion settings.
The order Promotion Summary lists the details of the discounts and gifts applied to the order. The summary is
updated as additional coupons, discounts, and gifts are added to the order.
Note: Agents should consult with their internal business resources to determine the coupon codes, promotions,
and valid code rules that may affect the totals for orders being placed.
Understand shipping
The Oracle Commerce Cloud provides you with the ability to ship items in a single order to either a single
shipping address/shipping method or to multiple shipping addresses using multiple shipping methods. If the
shopper purchases more than one item (or more than one of a single item), the shopper can have the items
shipped to separate addresses.
Note: In a multiple site environment, the shipping methods are site-specific, that is, each site can have its own
shipping methods. The shipping methods are loaded based on the site selected. The default shipping country
also is loaded based on the site selected during order creation.
To use order shipping for single or multiple shipping addresses:
1. On the Create Order page, in the Order Items section, a link provides the choice to ship to a single address or
multiple shipping addresses.
Important: Clicking the Ship to Multiple Addresses link allows the shopper to ship items available in the
order to multiple addresses using multiple shipping methods. Clicking the Ship All Items to One Address link
sets the order to ship to a single address using a single shipping method.
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Note: The columns displayed on this page for orders shipped to a single address are Product, Price, Quantity,
and Subtotal. The columns displayed for orders shipped to multiple addresses are Product, Price, Quantity,
Ship To, Shipping Method, and Subtotal.
2. Add items to the order as explained in the Create New Orders section.
3. For orders shipped to a single address, in the Shipping Details section, select the address from the address
book and shipping method from the menu.
Note: The chosen address determines the shipping method available in the menu.
4. For orders shipped to multiple addresses, do the following:
• Use the Ship To menu to select the address for the item or items. The menu lists addresses and address
nicknames (to abbreviate the address information) currently available in the address book for this shopper.
Addresses are listed with first and last name, street/post office box, and city/state. If the address is not
listed, click the Add a New Address choice from the menu.
Important: Adding the address using the Use the Ship To menu only adds the address within the order
but does not add the address to the address book. Click the Address Book button located in the Shipping
Details section to add the new address to the address book.
• Depending upon the shipping address chosen from the menu, the Shipping Method menu lists the
available methods.
• With multiple quantities of a single item (for example, 3 @ $24.99), shoppers can also send items to
multiple addresses.
Click the Dispatch to Additional Addresses link to select the quantity of each item to be sent to each
address. A new row is added to the item section with a default value of 0 (zero) in the Quantity field.
Add the quantity to ship, the shipping address, and shipping method to this new row. Click Update to
make changes to the row.
Important: The original quantity does not automatically change to reflect the quantity sent to the
additional shipping address. For example, if the shopper placed a total quantity of 3 glasses in her cart,
and wanted 1 glass shipped to another address, entering 1 in the new Quantity row does not decrease
the original amount to 2. Manually change the original quantity to 2 to avoid charging the shopper for 4
glasses.
• In the Shipping Details section, the addresses are displayed associated with the order, along with the
shipping choices and the prices associated with each shipment: method, subtotal, shipping costs, tax, and
order total for each shipment.
• In the Payment Details section, the Billing Address menu shows a list of addresses the shopper can
choose from. The fields under the menu display the associated information. You can update these fields if
necessary.
Important: The updated billing information is not saved when changes are made to the Billing Address
fields. If the shopper wants the address updated or if the shopper wants to use a new billing address for
future orders, you must make the changes in the address book.
5. Once the order is placed, the associated order details page shows the shipping address and shipping method
for each item. Included are the shipping choices and the prices associated with each shipment: method,
subtotal, shipping costs, tax, and order total.
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Understand CPQ Cloud integration
Oracle Configure, Price and Quote (CPQ) Cloud is designed to provide functionality that improves response time
to customer enquiries, improves customer interaction with your business, and allows greater customer flexibility
in selecting complex products,
There are two integrations between Oracle CPQ Cloud and Oracle Commerce Cloud that are intended to make
CPQ Cloud functionality available through Commerce Cloud. These integrations are:
• CPQ Configurator: This allows an agent to configure complex products for purchase in Commerce Cloud
using the CPQ Cloud Configurator functionality. If a product has been identified as a configurable item, there
is a Configure button displayed on the Product Detail page for the item. If you click the button, you can select
between the customizable options that are associated with the product in question.
• CPQ Quoting: This allows you to request a quote on an order, thereby initiating a CPQ transaction that a
sales specialist can modify, reconfigure, or discount. Once finalized in CPQ Cloud, the quote is returned to
Commerce Cloud where it can be accepted or rejected, or you can request a requote.
Understand dynamic commerce item properties
Your company may establish custom properties for commerce line items in your catalog (for example, engraving
for a watch or piece of jewelry, or personalizing of a mug). However, because of the nature of these dynamic
commerce item properties, all available properties may be displayed even if the properties do not apply to the
product (for example, engraving for a camera). Best practices include creating titles for the custom properties
to distinguish one from the other (for example, Watch – Engraving or Mug – Personalize). For more information,
contact your internal company resources for details.
When these custom properties are available, a Customize link is displayed under the product. Clicking the link
displays all the properties. You can then assign values to these properties.
Note: Ensure that you assign values only to relevant properties; even properties which do not apply are
displayed.
In addition to the properties, a Use these properties for all the items option is provided. This option is displayed
only if there is more than one quantity for a product. If this option check box is cleared, the item can be split
into multiple items of one quantity each. All of the new items can have different values for the customization
properties.
For example, a shopper is buying three mugs, and a custom commerce item property called Cup Caption has
been created. If the option check box has been cleared, you see that the customization properties are repeated
three times, once for each mug. You can provide different captions for each of the shopper’s mugs. Once
completed, there are now three different items in the cart with one quantity each, instead of the initial one item
with three quantities.
Create new orders
In cases where the customer does not have an order in progress, you can create a new order.
Note: Be aware that the workflow for creating a new order is influenced by your environment: single-site or
multiple sites.
To create a new order:
1. Complete a customer search. If the customer is new, click the Create New Customer link to create a new
customer record.
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Note: For information on creating new customers in a multiple site environment, see the Search for
customers section.
2. Under Customer Results, in the Cart column, click New. The Order Details page appears.
Note: In a multiple site environment, the Select Cart link is displayed. Click the link to display a menu from
which you can choose to create a new order or select an incomplete order on a particular site.
If you have a single-site environment, the New or Complete link is displayed. If the customer has an order in
progress, the Cart Action is displayed as Complete.
3. In a multiple site environment, when creating a new order or updating an incomplete order, on the Create
Order page, a site picker is displayed. From the menu, you can choose the site to which the order applies.
The site picker is not displayed when for a single-site environment.
4. Add items to the cart using SKU, Product Name, and Catalog searches. Once you add an item to the order, in
the Order Items section, under the order total, the Schedule Order check box appears. For more information,
see the Schedule an Order section.
Note: The system supports backorder and preorder items. Add these items as you would any other items.
A notice is displayed on the Create Order page to designate the backorder and preorder status along with
the date by which these items are available. Once the order is placed, the notice changes to show the item
has been backordered or preordered. For more information, see Using Oracle Cloud Commerce, Customize
inventory status messaging section.
Note: When using the catalog to add items, click Complete Order next to the Cart icon to return to the Order
Details page.
Note: You cannot search for items with deactivated SKUs.
Note: You may see items in the catalog that are listed as having no price associated with them (displayed as
Price Unavailable). You cannot add a price unavailable item to a shopper’s cart. Contact your supervisor for
details.
Important: If a product does not have a price available, it is displayed as Price unavailable on the UI and also
in the catalog. You cannot add price unavailable items to the cart and proceed with checkout.
5. To add multiple quantities of an item, click Add from Catalog. From the catalog list, click the link to open the
product details page. In the quantity field, enter the quantity number for that item, and click Add to Order.
6. For items with variants (for example, size and color), to see the in-stock status of different item variant
combinations, in the catalog, click the item link to open the product details page. On the page, a table is
displayed showing each SKU variant combination along with how many of each product is in stock.
For example, for a camera whose variants are color (black, blue, gold, and brown) and resolution (14.1, 22.3,
and 30.8 megapixels), the list would show how many black, 14.1 megapixel cameras are currently in stock, as
well as all the other combinations offered.
7. If your business uses the CPQ Configurator integration and the item you are adding has been identified as a
configurable item, you can click the Configure button to open a frame that allows you to choose between the
configurable options associated with the product. Once you have selected the configurable options, click the
Add to Cart button to add the configured item to the shopper’s order.
Note: There is a validation check before the order is processed to ensure that the configuration options
selected are valid. If they are valid, the order process completes and the order is placed. If they are not valid,
an error message is displayed telling you that the configuration is invalid and that the order cannot be placed.
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8. If your business uses a system that externally prices items (for example, with shoppers bidding on items),
items may already be included in the Order Items section. Notes are provided explaining the quantities
covered by the external price. Anything beyond that quantity are priced at list price. For example, up to 5
items listed at the external price of $90.00, with each additional item listed at the list price of $100.00.
You cannot add an item and give it an external price. However, if the item appears in the shopper’s order with
an external price, you can change the quantity to reflect the shopper’s request.
Important: When dealing with externally-priced items included in the Order Items section, use extreme
caution with the Delete Product button located to the right of the quantity field. If you delete a product from
the order using external pricing, there is no way to recover the product.
9. For BOGO (Buy One, Get One) promotions—which may include other similar purchasing combinations, for
example, buy two, get one free—the free items are not added to the order automatically, but must be added
manually by either the shopper or the agent. Refer to your business promotion information to determine
which promotions are currently valid for BOGO.
10.If your storefront uses multiple price groups, from the menu, select the appropriate price group. Multiple
price groups can have same currency.
Important: Price groups can only be selected during order placing. If your environment is set up for accountbased commerce functionality, customers logged in see only the prices of the price list group associated with
their contract. The menu option for selecting other price list groups is not displayed.
Note: When setting up a shipping method, merchants can specify an associated price group or region.
Depending on the configuration, the shipping method may change based on the shipping region and
price group of the order. For example, selecting a US shipping address and price group might provide a free
shipping method while other addresses and price groups may not. Select the correct address and price group
combination to ensure the order totals are correct for the shopper.
Note: For account-based commerce buyers, the price group is associated with the contract and addresses are
associated with the account. Therefore, you cannot edit either of these. This feature may not be enabled in
your environment.
11.A line item may appear under Order Items called Shipping Surcharge in the Order Total section. This extra
charge is automatically added to the shipping of some items depending on criteria set by your business,
for example, for an oversized item like a kayak. Shipping surcharges are set up in Oracle Commerce Cloud
administration interface.
Note: If an item with a shipping surcharge is returned, the corresponding shipping surcharge is deducted
from the Shipping value under Refund.
There are discounts that may appear under Order Items. These discounts are set up in Oracle Commerce
Cloud administration interface and appear as a separate line item. If there are any discounts set up and the
order data satisfies the criteria, the discounts are automatically applied.
12.Change the quantity of the items to be purchased by highlighting the number in the Quantity field and edit
the number. Once you have edited the quantity, click Update.
13.Delete items from the cart by clicking the icon to the right of the Quantity field.
Note: Clicking the Delete icon immediately removes the item from the cart.
14.If the system has been set up for agent supervisors to complete item price overrides during order creation, a
pencil icon appears to the right of the item.
• Click the pencil icon to display the Price Override dialog.
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• Enter the corrected price in the Subtotal field.
• Select a reason from the menu.
• Click Save. The original price is lined out and the new price appears below the original price.
Note: Once the order is placed, on the order details page, an information icon provides details about the
person who made the change as well as the reason.
15.Enter promotion codes, shipping details, payment details, and any notes pertaining to this order.
Note: Coupons can be set up for use on an unlimited, limited, or one-time basis, and a single coupon code
can apply multiple promotions to the order. Coupon codes are entered under the Promotion Summary
section when creating an order. If a one-time or limited-use coupon is used beyond its limits, a notice appears
explaining the code has already been used. For more information, see Understand coupons and gifts.
Note: If your storefront uses multiple currencies, promotions can be associated with a price group as well.
The details are shown in the Promotion Summary section, except when the applied coupon is not configured
for the selected price group. Messages are shown only when the applied coupon is valid for the order.
16.For information on shipping items, see the Understand shipping section.
Note: See the Use the address book (page 33) section for more information.
Note: For account-based commerce buyers, you cannot add or edit the shipping address as it is set for the
account associated with the buyer. This feature may not be enabled in your environment.
Note: If no shipping method has been specified or if shipping address is incomplete, an icon appears next
to the order values to inform you the values are inaccurate. Once the correct shipping details are added, the
order values are re-calculated and the icon is removed.
17.For orders sent to a single address, Under Payment Details, if the billing address is the same as the shipping
address, select the check box. No other details are necessary. If the billing address is different, clear the check
box, and manually enter the shopper’s name, country, address, and contact phone number.
For orders sent to multiple addresses, use the Billing Address menu to select the appropriate address.
For more information, see the Understand shipping section.
Note: For account-based commerce buyers, you can only choose from the shipping and billing addresses
listed as they are set for the account associated with the shopper. This feature may not be enabled in your
environment.
18.For order payment, under Payment Details, switch to either single or multiple payments depending on the
shopper’s preference. For more information, see the Understand single and multiple payments section.
19.Click the Credit/Debit Card or, if enabled, the Gift Card option and/or the Cash (also known as Deferred
Payment) option. Your business may also allow the use of invoices (purchase orders) as a payment option. If
the shopper has selected multiple payments, add additional credit/debit cards.
Note: Gift cards only appear as an option if they are enabled as a payment option in Oracle Commerce Cloud
administration interface.
• For the credit/debit card option, on the right side of the Payment Details section, enter the card
information in the appropriate fields.
Note: Only one credit/debit card can be used per order unless the shopper has chosen to use the multiple
payments option. For more information, see the Understand single and multiple payments section.
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• For the gift card option, on the left side of the Payment Details section, enter the gift card number and pin
in the Gift Card Payment fields.
Note: You can use multiple gift cards per order even in the single payment mode.
• For the invoice option, enter the invoice/purchase order number in the field. This feature may not be
enabled in your environment.
Note: While the system does allow for PayPal to be used as a payment option, because PayPal requires a user
ID and password, agents are not able to use PayPal as an option for order payment when helping a shopper.
This is also the case with shoppers using PayU Latam. For more information, see the Understand PayPal
use (page 36) and Understand PayU Latam use (page 36) sections.
Important: Credit card and gift card information is not stored in the system. Only tokenized transaction
references given by the payment gateways are stored. Card information cannot be edited once the order has
been placed.
Only one credit card can be used for payment during payment processing. Because of this, the order may
eventually end up associated with multiple credit cards if there are multiple amendments to the order.
Note: The Cash (Deferred Payment) option only appears if your system is set up to accept cash payments. The
Cash option can be configured to appear for specific countries. For valid shipping countries, once the order is
successfully placed, it is sent to the fulfillment system after any applicable remorse period.
Cash orders can only be amended and any increase in the total cost of the order must be paid for using cash.
20.If necessary, click New Note to add a customer note. This may include, for example, special delivery
instructions.
21.Once all item and customer information has been added to the order, click Place Order.
Note: At this point, the order can either immediately be submitted for fulfillment or, if your business uses a
remorse / order hold period, placed on hold in cases where the customer wants to make changes to the order
before it is sent on to be fulfilled.
22.For orders placed by account-based commerce buyers, if the order total exceeds the buyer’s account level
purchase limit, an Approval Required dialog appears. The buyer should be informed of the need for approval.
Note: Agents cannot approve orders that require approval. This action must be done by approvers with
an active status on the account. For more information, see Search for Customers and Orders. For more
information, see the Understand account-based commerce approvals section.
For more information, see the Understand the remorse period (page 33) section.
Note: Once you click Place Order, the order data is immediately saved or persists in the system to avoid situations
where order data is lost when a third-party application (for example, a credit card system) is for some reason
unsuccessful and the order fails. This functionality eliminates the need to re-do a failed order. Because the order
data persists, you can recover the order if necessary.
Understand account-based commerce approvals
During order creation, the Check for Approval button is displayed so the agent is aware that the order may be
sent for approval based on the account level purchase limit. If the order requires approval, the agent may not
need to request payment details; only deferred payment is accepted, for example, an invoice.
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Order approval and rejection are completed by an account approver, after order approval has been enabled in
the administration interface, and orders have been submitted that require approval.
Note: When creating an order for a buyer, once the items have been added to the cart, in the Payment Details
section, on the right side of the page, click Check for Approval to see if the order requires an approval. A
message is displayed to inform the buyer if approval is required. If the order requires approval, in the Payment
Details section, credit/debit card information does not need to be added as the system does not retain credit/
debit card information during the approval process. Only deferred payments (for example, cash and invoice) are
accepted.
To approve or reject orders, the approver can log into his or her account and view a list of orders on the Orders
Pending Approval tab. The approver can then view the details of an order and either click Reject or Approve. An
email notification is sent to the shopper after an order has been approved or rejected.
Agents can assist approvers and account buyers by:
• Approving pending orders on behalf of an approver.
• Amending approved orders during the remorse period.
It is solely the approver’s responsibility to approve or reject orders. However, an account buyer can contact an
agent to amend an order.
To approve an order on behalf of an approver:
Note: An example might involve an approver who is unable to access his or her Order Approvals tab because of
lack of access to the internet.
1. Complete a customer search to confirm the shopper has the role of approver. On the Customer Profile page,
refer to the Storefront Role section to identify if the shopper is a designated approver.
2. On the approver’s profile, under Account Name, select the account for the orders for approval.
3. Click the Order Approvals tab to view pending approvals.
Note: The Order Approvals tab is only displayed if the shopper has the approver role.
4. From the list of pending orders, click the order link for the appropriate order. The Order page is displayed with
the status of Pending Approval.
5. Optionally, add information in the Approval Comments field.
6. Click Reject or Approve. On the confirmation dialog, click Approve or Cancel.
Once approved, the status of the order changes to Pending Payment if a credit or debit card was used, or
Submitted to Fulfillment if another method, like invoice, was used. The buyer receives an email informing him
or her that the order has been approved.
The order can also be set to Pending Payment in cases where no payment has been provided for an order
sent for approval.
Note: The buyer can now access the order and add payment information if necessary. If a credit or debit
card was used for the original order, the buyer needs to re-enter the credit card information. Once approved,
orders created using the invoice payment method are submitted directly to fulfillment and do not require
additional buyer intervention. In cases where credit or debit card are used, card data is not saved; the buyer
must provide credit or debit card information.
Note: For orders with pending payments, your company can set a price hold period during which the price
of the order will not change. After the period passes, the order is cancelled. For more information, see the Set
the price hold period section.
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To amend a buyer’s order:
1. Conduct an order search and open the order to confirm the order is within the remorse period.
Note: Amendments to a buyer’s order can only be made if the order is still within the remorse period.
2. On the Order page, click Edit Order. A dialog is displayed to inform the buyer that the order may require an
approval.
3. Complete the order amendment process.
Note: The buyer can add an invoice number at this point instead of a credit or debit card. With an invoice,
once the order is approved, the order goes immediately to Submitted to Fulfillment. Credit and debit card
information is not retained by the system.
4. Ensure that the credit or debit card information is complete.
Note: If approval is not required, once the order is placed, the order is submitted for fulfillment.
5. Once the order is completed, click Place Order. If the order requires approval, a dialog is displayed to inform
you of that fact. Click OK to proceed with the approval process.
Note: Because a new order requires approval, the new order is generated and the previously placed order is
cancelled. If a credit or debit card was used for the order, once the order is approved, the buyer must open the
order and re-enter the credit card information as the system does not retain this information.
Schedule an order
Schedule automatically recurring orders for items the shopper needs to buy periodically. When the scheduled
time is reached, the system automatically creates an order for the product. You can edit the schedule and the
quantity later from Scheduled Orders page in the shopper account.
To schedule a recurring order:
1. Create a new order or open an order already in progress (complete the order) for the shopper.
2. Add an item or items to the order. In the Order Items section, under the order total, the Schedule Order check
box appears.
3. Select the check box. The Schedule Instruction section appears.
4. In the Schedule Instruction section, enter the following information in the fields:
• In the Order Name field, enter a significant name to help identify this particular scheduled order in the
future.
• In the Start field, enter the date on which this scheduled order begins. You can also use the date picker icon
to select the date.
Note: This date must be later than the current date.
• (Optional) In the End field, enter a date on which this scheduled order ends. You can also use the date
picker icon to select the date.
• From the Frequency menu, select how often this scheduled order occurs. Choices span from daily to
quarterly.
If the shopper decides to order weekly, an additional set of options appears. Choose the day or days of the
week. You can also choose which week of the month the order runs.
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• Select the Suspend check box if the shopper wants the scheduled order, once scheduled, to be placed on
hold.
Note: The total price of the scheduled order may change based on the prices of items in the order at the
time it is submitted.
5. Complete the order per instructions in the Create New Orders section.
Important: There is one exception with scheduled orders concerning payment: Scheduled orders must
be paid for using an invoice or purchase order number as the system does not retain shopper credit card
information.
6. For scheduled orders, the Place Order button is replaced with the Schedule Order button. Click the button to
schedule the order.
7. Once the order is scheduled, the Customer Profile page for the shopper appears with the Scheduled Orders
tab displayed. On this tab, you can review all of the scheduled orders created for this shopper.
8. On the tab, the table provides information about each order: name, order ID, created date, frequency, next
ship date, status, and last order date. Click Delete to permanently stop the scheduled order from recurring.
Note: If in the future you want to find the scheduled orders for a shopper, open the shopper Customer Profile
page and click the Scheduled Orders tab.
9. To view a scheduled order in more details, click the name link. The Scheduled Order page for that order
appears.
10.On this page, you can make changes to the schedule instructions, changing name, dates and frequency, and
suspend the order.
Important: You cannot add or remove items from the order. One solution may be to delete the scheduled
order and create a new one.
11.In the Order History section, view the orders that have been fulfilled previously, along with order outcomes
and any failure reasons if they occur.
Understand the effect of order approvals on scheduled orders
For account-based scheduled order, the order requires approval if one instance of the scheduled order
exceeds the purchase limit. When a scheduled order is approved, the approval applies to every instance of the
order created based on the schedule. The approval persists even if the prices of the schedule order change.
Conversely, if Oracle Commerce Cloud determines that a new scheduled order does not require approval, that
determination persists even if the prices change in the schedule order and cause its total value to exceed the
purchase limit at some point in the future.
The approval status of a scheduled order affects what the shopper can do with the order. When a scheduled
order has been approved, the order is locked down and the only elements that can be edited are the schedule,
the active or inactive setting, and the payment method. Note that a scheduled order does not go back for reapproval if the schedule is edited.
When a scheduled order has been rejected, none of the order’s instances are allowed to proceed and the order
cannot be edited. When a scheduled order is pending approval, its contents are repriced when the order’s
details are viewed. The shopper can modify the schedule and the active/inactive setting of a scheduled order
that is pending approval.
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Note: Scheduled orders that already exist when the order approval feature is enabled are allowed to proceed
without approval.
Request a quote for an order
If your business has the CPQ Quoting integration enabled, you can request a quote for an order from within the
Agent Console.
To request a quote for an order:
1. Conduct a customer search.
2. Click New to create a new order or select an existing unfulfilled order for the customer.
3. Once you have an order with items in the cart, click the Request Quote link in the order edit page. You can
switch between the Request Quote page and the Create Order page by clicking on the appropriate link.
4. Add text to the Quote Notes text box as desired and click the Request Quote button.
Once you have submitted the quote request, the Request Quote webhook is triggered and all relevant
information is passed to CPQ Cloud for a decision on the quote. The order status is changed to Pending
quote. When an order is in Pending status, you cannot perform any operations on the order.
A confirmation email is sent to the visitor informing them of the status of their order.
5. Once a response is received, the order status changes to This Order is a Quote. You then have a number of
options on how to proceed. You can:
• Accept the quote: If the customer is satisfied with the quoted price returned from CPQ Cloud, you can
accept the quote on their behalf by clicking the Accept button and proceeding with the order as normal.
Once payment information has been entered and the order is placed, the order status changes to
Submitted for Fulfillment. At this point, the Update Quote webhook is triggered and CPQ Cloud is informed
that the quote has been accepted.
At this stage, you can click the Edit Order button, but the only edits allowed to the quote are changes to
the shipping group or the application of shipping discounts or promotions. You may not add or remove
items from the cart or change the quantities of items included in the order. The order status changes to
Order Being Amended until you click the Complete Order button.
• Request a requote: If desired, you can enter more details in the Request Quote textbox, and click the
Request Requote button to request an updated quote. When you request a requote, the order status
changes to Pending Quote. When an order is in Pending status, you cannot perform any operations on the
order.
• Reject the quote: You can click the Reject Quote button to reject the quote. This cancels the shopper’s
order and the order status changes to This Quote has been Rejected.
Note: The response to a quote request includes provision for an expiry date for the quote. If the quote has
expired, the Accept Quote and Reject Quote buttons are disabled, but you can request a requote for the
order.
Once you respond to the quote, a confirmation email is sent to the shopper informing him or her of the
status of the quote.
Order statuses relating to quotes are included in the list of Order Statuses in the Order Details section of the
Order Search page.
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Complete in-process orders
There may be situations where the customer is having issues with placing an order, so the order is in progress
but incomplete.
To assist with an in-process or incomplete customer order:
1. Conduct a customer search.
2. Under Customer Results, in the Cart column, click the Complete link. The Order Details page appears.
Note: If the customer does not have an order in progress, the Cart Action is displayed as New.
3. Add or delete items, add promotion codes, shipping and payment details, and add notes as necessary. At
this point, the shopper can use either single or multiple payments options. For more information, see the
Understand single and multiple payments section.
Note: For more information on adding and editing order details, see the Create new orders (page 24)
section. For information on scheduling an order, see the Schedule an Order section.
4. Once all item and customer information has been added to the order, click Place Order.
Note: Once you click Place Order, the order data (except for payment information) is immediately saved or
persists in the system to avoid situations where order data is lost when a third-party application (for example, a
credit card system) is for some reason unsuccessful and the order fails. This functionality eliminates the need to
rebuild the entire order from nothing. Because the order data persists, you can recover the order if necessary.
Use the address book
The address book is available to you when creating an order. On the Order page, Shipping Details, under
Shipping Address, you can view the current default address. If you want to select a different shipping address for
the order, he or she can click the Address Book button. The Address Book page is displayed showing the current
list of available shipping addresses.
On the Address Book page, you can:
• Click Ship to this Address to select an address for the order.
• Click Edit to make changes to existing addresses, including selecting a new default shipping address.
• Click New Shipping Address to create an additional address for this account. When creating a new address,
you can click the check box to select it as the default.
Note: The address book is available to you when amending orders.
Note: For account-based commerce buyers, you cannot add or edit the shipping or billing address information
as it is set for the account associated with the shopper. This feature may not be enabled in your environment.
Understand the remorse period
Depending on your business practices, a customer remorse / order hold period may be in place.
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33
This time period is set by your system administrator and represents the time lag between when the order is
placed and when the order is in Submitted to Fulfillment status, thus holding the order before it is packaged,
shipped, and delivered.
Before the order is in Fulfilled status, you can search for the order and cancel or amend the order. See the Cancel
an order (page 37) or Amend a placed order (page 34) sections. Once the period has passed, this option is
no longer available.
For the administration procedure, see the Set the customer remorse period (page 5) section.
Amend a placed order
If an order is still within your business remorse period, the order details can still be amended.
Important: Be aware of cases in which the item was initially available at the time of placing an order, but later
before order amendment, the item became unavailable (for example, because the SKU has been deactivated). In
these cases, the item is removed from the shopper’s cart.
For more information, in the Using Oracle Commerce Cloud guide, see the Deactivate SKUs section.
To amend an order:
1. Complete an order search, and select the appropriate order. The Order status is Submitted to Fulfillment. The
Order Details page appears.
Note: If the Cancel Order and Edit Order buttons appear at the top of the page, the order is still within the
remorse period. If the order is outside the remorse period, the customer then may want to start a Return or
Exchange Order.
2. Click Edit Order. The order, shipping, and payment details are now enabled. Because the actions for editing/
amending an order are similar, see Create new orders (page 24) for more information.
• When paying for the added charges of the amended order, you can accept a gift card, the same credit/
debit card from the original order, or a different credit/debit card, or an invoice (purchase order) if the
original order was paid for using an invoice. The invoice payment option feature may not be enabled in
your environment.
Note: Credit/debit card details must be collected from the shopper and entered manually even if the same
credit/debit card is used for payment.
In the single payment mode, only a single credit/debit card can be used for payment processing, while
multiple gift cards can be used. The shopper can choose to switch to multiple payments mode if desired.
For more information, see the Understand single and multiple payments section.
Note: Once a credit card is used, the invoice payment option is no longer available. If during order
amendment, the order amount changes and the shopper wants to use a credit card instead of the original
invoice, the credit card must be used for the full amount in single payment mode. If the shopper wants
to combine credit cards with invoices, switch to multiple payments mode. The invoice payment option
feature may not be enabled in your environment.
• An agent cannot use PayPal as a payment option for added charges, because PayPal requires a shopper’s
user ID and password.
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6 Manage Orders
• In cases where the shopper has used PayU Latam, see the Understand PayU Latam use (page 36) section
for more information.
3. If your business uses a system that externally prices items (for example, with shoppers bidding on items),
make changes to the quantity as you would with any other included item. However, shoppers may also
include items beyond the number of externally-priced items. Notes are provided explaining the quantities
covered by the external price. Anything beyond that quantity are priced at list price. For example, up to 5
items listed at the external price of $90.00, with each additional item listed at the list price of $100.00.
You cannot add an item and give it an external price. However, if the item appears in the shopper’s order with
an external price, you can change the quantity to reflect the shopper’s request.
Important: When dealing with externally-priced items included in the Order Items section, use extreme
caution with the Delete Product button located to the right of the quantity field. If you delete a product from
the order using external pricing, there is no way to recover the product.
4. If the environment has been set up for agent supervisors to complete item price overrides during order
editing/amending, a pencil icon appears to the right of the item.
• Click the pencil icon to display the Price Override dialog.
• Enter the corrected price in the Subtotal field.
• Select a reason from the menu.
• Click Save. The original price is lined out and the new price appears below the original price.
Note: Once the order is placed, on the order details page, an information icon provides details about the
person who made the change as well as the reason.
5. Once you complete your amendments—adding, deleting, or editing details, or adding notes to the order—
click Place Order. The amended order takes the place of the previous order. The Order Number remains the
same.
Use price override
The agent supervisor may encounter situations where, for example, the price of an item changes before the
order is shipped, or you want to provide assistance to a shopper due to issues with a previous order.
The price override feature allows an agent supervisor during the remorse period to impose a more favorable
price to order items. This feature can be activated or deactivated in Oracle Commerce Cloud administration
interface under Agent Settings.
To use price override:
1. Open the order.
2. In the Order Items section, click the pencil (Override Price) icon next to the product subtotal amount. The
Override Price dialog appears.
3. Make any changes to the Subtotal and Override Reasons required fields, and click Save.
When the order is placed, and the order is opened for review, under Order Items, next to the subtotal of an item
where a price override occurred, an icon is displayed showing the Price Override Reason and the agent who
completed the override.
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35
Understand PayPal use
Depending upon the PayPal Payment Capture Action option set up in Oracle Commerce Cloud administration
interface Payment Processing, PayPal payments involve one of the following:
• Immediate authorization and settlement/capture of funds from the shopper’s PayPal account. In the Payment
Capture Action options, this is called Order Placed. This may be used, for example, in instances where the
merchant is selling digital downloads.
Important: If this option is used, an order cannot be amended.
• Authorization only, awaiting shipment of the product. In the Payment Capture Action options, this is called
Order Shipped. In this case, the funds are not captured from the shopper’s PayPal account until the order is
fulfilled. The system does not immediately transfer funds to the merchant’s account but places a hold on
the funds in the shopper’s PayPal account. This capture is completed outside of the Oracle Commerce Cloud
environment. The shopper is able to amend his or her order if this option is selected and the merchant allows
order amendment.
When working with amending orders involving the Order Shipped PayPal payment option, the following
activities may result:
• If there is an amendment to the order that results in no change to the order amount (for example, a straight
substitution of one item for another), no action is necessary as Oracle Commerce Cloud uses the previous
authorization received from PayPal.
• If there is an amendment that results in a decrease in the order amount, no action is taken on the previous
authorization. The extra amount in the authorization lapses and the reduced amount becomes the amount
PayPal captures.
• If there is an amendment that results in an increase in the order amount, the shopper is required to use a
credit/debit card, gift card, or combination to resolve the difference. PayPal is also not involved as they have
already authorized the original amount. The shopper is not expected to share his or her PayPal credentials
with agent.
• If there is a cancellation of the entire order, the PayPal authorization is voided and not allowed to lapse.
Because no funds have been captured, there may be no fees assessed by PayPal.
In the case of the Order Placed option, if a refund is required, the Oracle Commerce Cloud system initiates a
refund call to PayPal, because the payment has already been captured. PayPal completes the refund to the
shopper’s account.
Important: In the case of refunds, depending upon the merchant’s arrangement with PayPal, a fee may be
charged to the merchant.
Understand PayU Latam use
Shoppers may use PayU Latam if your business supports this payment option.
Important: Support in the Agent Console is limited for orders created using the web checkout payment option
of PayU Latam.
The following explains agent actions in regards to shoppers who use PayU Latam:
• For order creation, you cannot use PayU Latam as a payment option on behalf of shoppers. The shopper has
a personal PayU Latam login and passwords, which is not shared with you. If shoppers still require help with
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6 Manage Orders
their orders, you must use other payment gateways for credit card and/or gift card options to process any
order creation transactions.
• You cannot amend orders during the remorse period when the PayU Latam payment gateway is used. Due to
restrictions on the payment gateway, order amendment is not supported.
• For order cancellation, you cannot cancel orders placed using PayU Latam as a payment option, even within
remorse period.
• For returns and refunds, you can create return requests, and receive items against return requests for orders
paid for using the web checkout with PayU Latam. However, automatic refunds are not possible. Due to
restrictions on the payment gateway, you can only mark the return requests for manual refunds outside of the
Oracle Commerce Cloud system.
Cancel an order
You can cancel an order under the following circumstances:
• If your business has implemented a remorse / order hold period and the customer order you are assisting
with falls within the designated time period. The order status is set to Submitted for Fulfillment, but the order
information is still able to be amended.
• You are working with an order that has not been placed. In this case, delete all the items in the customer
shopping cart. The status of the customer cart is returned to New from Complete.
Note: If the order falls within the remorse period, the order status is still designated as Submitted for Fulfillment.
To cancel an order within the remorse period:
1. Search for an order using Order search, and click the order link. The Order Details page appears.
2. Click the Cancel Order button.
3. A dialog is displayed giving you the option to choose a reason for cancellation. Providing a reason is optional.
4. Click OK in the dialog and the order is cancelled.
Note: If the order is outside the remorse period, then the Cancel Order button is not displayed. The customer
then may want to start a Return or Exchange Order.
An order using PayPal as a payment option can also be cancelled. The cancel order request is made through
PayPal.
For information on PayU Latam in regards to order cancellation, see the Understand PayU Latam use (page
36) section.
View order history
You can review all orders placed by a customer using Customer Search, Orders.
To view the order history for a customer:
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37
1. Click the Customers button at the top of the page and complete a customer search.
2. From the Customer Results table, click the number in the Orders column that corresponds to the customer
you are interested in. The Order History table is displayed.
Note: The number in the Order column indicates how many orders the customer has previously placed.
3. To view a specific order, click the associated link in the Order # column. Clicking the link displays the Order
Details page.
Process returns
Returns on orders can be completed from fulfilled orders received by the customer. Processing returns involves
the following phases:
• Creating the Return Request for the items to be returned.
• Accepting the items received from the customer and approving the Return Request.
• Processing the refund to the customer from either single or multiple payments mode. For more information,
see the Understand single and multiple payments section.
To process and submit the initial return request:
1. Complete an order search, and click the appropriate order number link to open the Order Details page.
Note: To continue with a return, the order must be in Fulfilled status. The customer may have already
received the order, but this is not a requirement to process and submit the initial return request.
If you search by status, the following table shows the choices:
Status
Description
Being Processed
An intermediate system status used prior to moving to
another status.
Fulfilled
The order is complete, shipped, and delivered to the
customer.
Pending Removal
An intermediate system status used prior to moving to
another status.
Removed
The order has been canceled and not shipped to the
customer.
Submitted to Fulfillment
The order has been submitted to the warehouse staff to
begin fulfillment.
2. On the Order Details page, you can click the Return History link to review any past returns associated with this
order. The Return History shows:
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• Any previous Return Request numbers.
• When each request was made.
• The number of items involved.
• The refund amount, status, and actions associated with the return.
3. In the Order Items section, click Return Items to create a return request for the order.
Note: When returning a product whose quantity is made up of externally-priced (for example, a shopper
bidding on an item) and additional standard list priced items, the standard list priced items are returned
first. If additional items are selected for return beyond the number of standard list priced items, then the
externally-priced items would be returned.
As an example, a shopper has purchased a product. The first two of the quantity have been externally-priced
at $50.00, and the shopper has purchased an additional item at the list price of $75.00. The shopper is now
returning two and keeping one. The first item would be returned at $75.00 and the second item would be
returned at $50.00. The shopper would still have one item priced at $50.00.
Note: For returns that result in orders with a negative refund, see Create return requests for negative refunds.
4. Click the icon to review the quantity shipped, the quantity previously returned, and the quantity of items
available for return.
5. In the item Quantity field, type the quantity of items the customer wants to return. The quantity must be
equal to or less than the number of items available for return.
Important: If the order was sent to multiple addresses, select the item and address associated with the item
to be returned. For more information, see the Understand shipping section.
6. In the Return Reason column, select a reason from the menu.
7. Enter the quantity and reason for return for any other items in this order that are available for return.
8. Click Calculate to show amount of estimated refund for the return request.
Note: Tax is included in the item price, so a refund of the item price automatically refunds the corresponding
tax amount. You can modify the tax amount on the Refund page by clicking the Edit icon next to the tax
amount. Modification of the tax amount does not impact the refund amount.
9. Once you complete the processing of the return items, click Submit. The return request has been created.
Note: The customer should be advised as to how to package and ship the items to the appropriate location.
When the items are returned to your ship-to location, the refund can be processed.
Once the customer has returned the item or items to the appropriate ship-to location, you can process the
return to reimburse the customer.
To accept the items and process the refund:
1. Click Returns Processing at the top of the page and complete a return request search.
2. Once you locate the Return Request, you can either review the entire order and its history by clicking the
Order number link, or in the Actions column, click Receive.
3. If you reviewed the Order, in the Return History section, click Receive for the appropriate item.
4. Once you click Receive, the Acknowledge Receipts page appears.
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39
5. From the menus, select the quantities to receive and the disposition of the return request. The disposition can
be one of the following:
• Accepted with refund.
• Rejected with refund.
• Rejected without refund.
6. Add any comments to the field.
7. Click Save to save the quantity and other information.
8. Click Refund. The Return Request – Refund page appears.
9. On the Return Request – Refund page, do the following:
• When completing a return, you can refund the amount due to any of the credit/debit cards or gift cards
used for the order. The order amount can be distributed in any way you find necessary. For example, if a
shopper paid for the order using two gift cards and a credit card, and the refund was $30, you could put the
full amount on a single card or put $10 on each of the three cards.
For more information on refunding from the multiple payments mode, see the Understand single and
multiple payments section.
• If no changes to the system-generated refund amounts are made, click Initiate Refund.
Note: If the Initiate Refund button is replaced by the Mark Manual Refund button, see the Mark return
requests for manual refunds (page 40) section.
• If you make changes to any of the amounts—Refund, Shipping, Tax, Return Fee, and Other Adjustments—
once you make the changes, click Apply to save the changes, and then click Initiate Refund.
Note: Any agent can edit and save the refund values. If the values are edited, only an Agent Supervisor can
process the refund.
Note: In an order using the PayPal option, on the Return Request page, the Refund Mode section shows the
refund is made through PayPal along with the amount to be refunded.
For information on PayU Latam in regards to returns, see the Understand PayU Latam use (page 36)
section.
The status for this order under Return History changes to Complete.
Mark return requests for manual refunds
You may encounter situations where the system does not have the information required to initiate a refund
through the application. In this case, on the Return Request -- Refund page, at the bottom of the page, the
Initiate Refund button is replaced by the Mark Manual Refund button.
When you click this button, the Return Request is moved to the Manual Refund status for further actions outside
of the Agent Console. Other means may then be required to process the refund, for example, processing the
refund through the payment gateway console or having a check written for the amount.
Note: For information on PayU Latam in regards to returns, see the Understand PayU Latam use (page 36)
section.
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6 Manage Orders
Create return requests for negative refunds
You may encounter cases involving order level discount adjustments or buy-one-get-one (BOGO) / gift with
purchase (GWP) adjustments where the refund calculation is shown as a negative refund value. The Oracle
Commerce Cloud allows for the creation and processing of a return request. The amount of the refund is shown
as $0 with the negative amount associated with the order in the event of any future returns.
For example, a shopper purchases several items totaling $104.00 and uses the promotion code SAVE20 to save
20% on an order of $100 or more. After the order has been fulfilled, if the shopper decides to return one of
the items totaling $5, the order total would fall below the $100 required to use the promotion code. The 20%
discount is no longer valid, and the result is a negative value for the refund.
To process a negative refund:
1. Create the return request as you normally would. The Promotion Summary shows that the promotion code
has been removed.
2. Once the item or items have been received, acknowledge the receipt. With the request successfully received,
a note is displayed informing you that the Other Adjustment has been updated from $0 to the negative
amount to allow for processing of the refund.
3. Apply the refund and mark it for manual refund.
4. Mark the refund complete, and include any comments associated with the refund.
Note: The refund in this case is $0.00.
Exchange products
You can exchange products in the catalog without requiring agent supervisor approval or the creation of
another transaction. Only the same item can be exchanged. Items may be exchanged for a variant of the same
item (for example, size or color differences). No change in value is allowed.
Note: If a product has no variants (for example, a different size or color), the customer receives a replacement for
the product he or she requests.
Completing an exchange involves the following procedures:
• Create an exchange request for the associated order.
• Accepting the returned item.
• Processing the exchange.
Important: Be aware of cases in which the item was initially available at the time of placing an order, but later
during exchange, the item became unavailable (for example, because the SKU has been deactivated). In these
cases, an exchange is not possible, and you should proceed instead with a refund for the item.
For more information, in Using Oracle Commerce Cloud, see the Deactivate SKUs section.
To create an exchange request:
1. Complete an order search, and click the appropriate order number link to open the Order Details page.
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41
Note: To continue with an exchange, the order must be in Fulfilled status. The customer may have already
received the order, but this is not a requirement to process and submit the initial exchange request.
Important: You can change the values for the custom commerce item properties when receiving the
exchange. However, you can only change values for the customization properties that selected during order
creation. For more information, see the Understand dynamic commerce item properties section.
2. Click Exchange Items. An Exchange Request page associated to the order appears.
3. Click the icon to review the quantity of items that can be exchanged and available for return.
4. In the Quantity field, type the quantity to be exchanged. This number cannot be higher than the quantity
available for return.
Important: If the order was sent to multiple addresses, select the item and address associated with the item
to be exchanged. For more information, see the Understand shipping section.
5. Select the reason for the exchange from the menu. The Exchange Amount displays the amount associated
with this exchange.
6. Click Exchange. The Exchange History for this order now shows the new Exchange Request.
7. At this time, an exchange order is created for the same value of the item with zero shipping and tax. This
order is in a hold state, pending receipt of items.
If there are no variants available for a product (for example, a different size or color), then the customer
receives an exact replacement for the item. This would be in cases, for example, where a product was received
damaged.
If a customer is interested in receiving a similar product (for example, an entirely different DVD for the one
he or she purchased), then process the order as a return for refund and have the customer order the new
product.
To accept a returned item for exchange:
1. With the exchange item returned, search for the Exchange Request associated with the order by doing the
following:
2. Click Return Processing at the top of the page and search for the exchange request. In the Return Request
Results table, find the associated Return number, and in the Actions column, click Receive.
3. Do one of the following:
• Complete an order search. In Order Details, under Exchange History, in the Action column, click Receive.
The Acknowledge Receipts page appears.
• Enter a number in the Quantity to Receive field and select a disposition from the menu. Add any comments
in the field as needed.
4. Do one of the following:
• Click Save to place the request in the queue for later attention. The request appears in the Exchange
History and in Returns Processing. The new order is an Exchange Order type. You can use the hyperlink of
the exchange order in the Exchange History region to view it.
• Click Process Exchange Order to complete the exchange. This action releases the hold on the exchange
order and it is ready to be picked up for fulfillment.
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• Click Refund to complete a refund rather than an exchange. For more information, see the Process
returns (page 38) section
•
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43
44
6 Manage Orders
Index
track, 15
order approvals
and scheduled orders, 31
how approvers approve and reject orders, 29
P
PayPal, 36
PayU Latam, 36
Preorder, 1, 25
price override, 35
profile, 14
creating, 3
A
Account-based commerce, 1, 1, 1, 7, 8, 9, 9, 9, 9, 9, 9, 10, 11,
11, 11, 13, 26, 27, 33
address book, 33
announcements, 4
B
Backorder, 1, 25
C
Configure Price Quote (CPQ), 2, 24, 25
coupon stacking rules, 22
coupons, 22
CS Agent role, 3
CS Agent Supervisor role, 3
D
Dynamic Commerce Item Properties, 24
Q
quick links, 4
R
remorse period, 5, 33
roles, 3
CS Agent, 3
CS Agent Supervisor, 3
price override, 4
S
search, 7, 10
criteria, 7
customers, 7
orders, 10
results, 8, 11
shipping, 15, 22
Single payment, 19
E
email, 14
M
Multiple payments, 19
N
no price item, 25
O
order, 14
cancel, 37
create, 24
display payment information, 15
display promotions, 14
display returns, 14
display shipping information, 15
history, 37
incomplete, 33
returns, 38
Index
45
46
Index
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