DocMaster/Order Management

Feature / Process	Description	Empasis in training material
Orders	Orders placed by contacts (B2C/B2B contacts) to purchase physical goods and services offered by the business or the business’s merchants in its business network An Order is fulfilled by either the business or one of the merchants/venues in order of the following methods: Delivery Pick Up Direct Sale An Order follows a Queue that defines its Sequence of stages that the order goes through until its completion The Point of no return Milestone invoicing in one or more stages An Order is considered as completed when: All of the physical goods/services are delivered to the contact All activities planned for the Order are completed All ordered items are invoiced
Order fulfillment estimates	Indicates if and which organisation (merchant or venue) will fulfill a contact’s delivery/pick up order before contact reaches the checkout screen
Order estimates	Provides an estimation on if, when how the order will be fulfilled and by which merchant/venue plus the order’s detailed amounts total cost (w/o discounts), net, tax, discounts (w/o tax) account credit wallet funds Order estimates amounts can be used for issuing a quotation to the contact
Milestone-based vs. Progress-based	A Order can be paid off using various models: An Order can be fully invoiced upfront, i.e. at the time it is placed or An Order can be invoiced in multiple Milestone Invoices. Milestone invoices and their % are defined per Queue stage or An Order can be invoice in multiple Invoices based on its progress of delivering ordered items to contacts i.e. issue invoice on every delivery The Order’s final invoice is issued on its completion. In the final invoice, the Milestone invoices are credited.
Placing the order	Contacts specify the order’s basic information which is: Supply method Delivery address or pick up point The ordered items and their quantities. In the case of ordering termed services, the service’s price terms are also specified How they intent to pay for the order Whether funds from their CRM.COM wallet will be used to fully or partially pay off the order Order estimation Web APIs are utilised throughout the ordering flow Show which and if a merchant/venue will fulfill the order Present the order’s quotation i.e. full details on how much the order costs Ad hoc discounts can also be specified on the order’s total cost. Placing the Order is based on a key attribute; the estimation_id which encapsulates the order’s details (valid for 2 hours) Another t important input is the order’s payments up to two payments; one using a contact’s payment method or an offline payment method such as Cash. Second payment is using the CRM.COM Wallet payments determined based on account credit and available wallet funds to spend
Subscription Orders	Contact willing to subscribe to a new services follow the standard ordering flow in order to view a list of services that they can subscribed to as well as their price terms. Order estimation in this case additionally includes service delivery estimation (if the service can be ordered) and billing estimation (when is the next billing day, how much the subscriber should pay and when this payment is due) On placing the Order all ordered services are added to the contact and subscriptions are created/existing ones are amended with the new services. As a result, the Order is also automatically completed since the services are delivered to the contact. In addition, the Service Delivery process is the one responsible for billing the subscriber for the ordered services.
Milestones	Contacts have the ability to pay off the Order in multiple payments during the Order’s life cycle Within the queue, a sub-set of stages include milestone settings, i.e. a percentage of an amount compared to the queue’s total cost that should be invoiced and paid when the order reaches that stage Milestones per Queue defined either at the time of ordering or during its progression (percentage or amount) Ad hoc milestones used to record payments received for an Order on an ad hoc basis during its progression. On reaching the milestone, an Invoice is posted having the milestone’s amount. This charge is credited in the final invoice	Y
Point of no Return	The point in time (during an Order’s processing) up until which a contact can cancel the order. Prior the PoNR, contacts can cancel their order and return the items delivered to them with no charges On reaching the PoNR and onward, any items delivered to the contact cannot be returned back. Contacts will have to pay for them An Order’s PoNR is defined in one of the Queue’s stages.
When can a contact change or cancel the order	An order can be changed or cancelled at any point of time but some restrictions are applied Milestones: Milesotnes can be added or removed but only if they are not reached yet. The milesotne invoices' amounts cannot exceed an order’s total cost Ordered items and their quantities: Ordered items can be modified (add/remove or event change their quantities) but Dispatched items cannot be returned after reaching the PoNR Dispatched items (and their quantities) must be aligned with the ordered items (and their quantities). For example, if X number of items were dispatched, then the ordered items' quantity cannot be reduced to a value less than X.
Automations	Complete list of automations that enable notify the contacts for their order’s progression notify users responsible for managing a contact’s order forward Orders to POSs
Approvals	Set up approvals enables the business to progress an order only after the contact or a user approves the progression.
Order Catalogues	Ability to group/categorise items of the product catalogue with the purpose to easily present them to consumers based on the time of ordering the supply method the organisation fulfilling the order