Placing Phone Orders
Users might not place an order from an eCommerce site for many reasons namely
fear of using credit cards on the internet, no computer access, unfamiliarity
with using computers, etc. In order to cater to the needs of these customers a
complete ordering system has been provided in form of this section to allow
phone representatives to take orders. This section provides the phone
representatives to conduct all activities required to create an order for both
new and existing customers. An order that was left incomplete by a customer who
was trying to shop using the eCommerce site can also be completed by the phone
representative using this section.
An order submitted by the customer using the eCommerce site or by a phone
representative goes through many different stages. There is a different queue
for each one of these stages. The first amongst this is the Billing Queue. This
queue has two sections, one for orders on which the credit card was properly
approved called approved orders queue and another which shows orders which
failed security checks like CVV2 number, AVS Street and AVS Zipcode.
For the approved orders the respective queue allows an accounting person to
review and process the order to the next queue. For all orders that are placed
on "Credit Hold" due to a failure in one of the security flags, an accounting
person is given the ability to correct the information by calling the customers
or to force approve the order for customers having a good track record. This
queue also gives the user the ability to void the order and to see the customer
summary and order invoice.
Print/Export Packets Queue
Before the orders can be packed by the packaging department the invoices and
packing slips of these orders can be printed using this queue. Orders that are
processed out of the billing queue are placed in this queue before moving them
into the packaging queue. This queue also allows the users to export the order
packets to a CSV file for importing into the shipping applications. This queue
is "warehouse specific" allowing the administrator to configure specific
warehouse(s) to specific groups only. Order packets are seamlessly distributed
to the queue of their respective source warehouses.
Orders that have been processed by the billing department and have been printed
are available to be packaged in this queue. This queue allows the user to scan
pick the items on the order and/or modify the order. This queue is "warehouse
specific" allowing the administrator to configure specific warehouse(s) to
specific groups only. Users of this queue can also void an order if no items
have been picked. It also gives another opportunity to print the invoice and/or
the packing slip for the desired orders.
Scan Pick Order Items
The items on the order packets can be scanned by the packaging staff using this
section. The system has been designed to prevent scanning of items that are not
in the order packet. Only when all items on the order have been scanned the
user is given the opportunity to process the order. This helps eliminate human
errors in packaging the orders before they are shipped to the customers.
Modify Order Packets
This section provides a step by step wizard to allow the user to change an
order packet. It facilitates the removal and/or substitution of items in the
order packet and also allows changing the shipper and/or shipping method used
for the order packet. Based on the modifications it gives a credit or debit on
the credit card used by the customer for the order. It also shows the
modifications made on the order packet to help to keep track of the
modifications and emails the modified invoice to the customer for their
Create PO Queue
This solution gives the organization the ability to configure products that are
not housed by them but are delivered using a third party/drop shipper. The
products that are shipped by the third party are automatically distributed to a
separate packet. When an order having a packet going to a third party vendor is
processed out of the billing queue, it is redirected to this queue. This queue
is "Vendor Specific". The packets going to a specific vendor can be exported to
a CSV file and this file can be sent to the vendor.
Once the order has been packed, it is processed into the Shipping Queue. The
packed order is shipped using the shipper and shipping method indicated on the
order packet. The tracking number of the shipment can be imported into this
section from a CSV file. It gives the user the option to import tracking
numbers for both warehouse and vendor orders.