Orders
Order intake with channel identity, commercial checks, approvals and traceable amendments.
Keep the source order recognisable
The Orders workspace brings storefront, marketplace and manually entered orders into a common order desk. The original channel, external order number and line identities stay attached throughout fulfilment and returns. A customer contacting support can be found by the identity they received at checkout; a warehouse split does not create a new customer purchase.
Channel setup defines SKU mappings, accepted units, currency, tax references and the owner of incoming exceptions. Missing mappings hold the order for correction. The order desk should see the rejected field and original source reference before deciding what to change. A manual correction preserves the previous snapshot and the person responsible; it cannot quietly replace the source history.
View filterStatusPendingReviewReadyPartFulfilled
Make repeated deliveries safe
A sales channel may resend the same order after a timeout. Intake records retain the event identity and a digest of its content. Repeating the same event returns the existing result. Reusing that identity with changed content creates an exception for investigation. Applying an order and acknowledging its intake must happen together so recovery cannot leave a half-created purchase.
Newer source revisions can propose changes, while an older event cannot overwrite current quantities, prices or delivery details. Channels without a reliable revision need a verified source lookup before a conflicting update is accepted. The order intake process explains the checks and the recovery path.
View filterStatusConflictRejected
Freeze the commercial decision
An order keeps the price, discount, tax and delivery-address snapshot accepted for its current revision. It also records payment state independently from fulfilment state. An authorisation reference can support a configured release policy, but it is not evidence of captured funds. Unknown or disputed payment evidence remains a visible hold.
| Decision | Evidence retained | Responsible role |
|---|---|---|
| Price or discount exception | Proposed amount, price basis and frozen revision | Order Manager |
| Payment-risk exception | Verified provider state and configured policy | Order Manager |
| Address amendment | Old and proposed address, current warehouse state | Order Manager |
| Customer promise change | Supply evidence and the customer’s response | Order Desk |
The requester cannot approve their own exception. Changes to approved quantities, address or commercial values invalidate the affected decision. A person with administrator access still needs the appropriate business role and must meet the independence rule.
View filterSubmitted
- OR-47018 ORD-79124 230 10 d
- OR-22829 ORD-75020 850 14 d
- OR-49716 ORD-49828 570 5 d
- OR-65444 ORD-36726 250 12 d
- OR-38297 ORD-64909 660 7 d
OR-47018
- Order
- ORD-79124
- OrderRevision
- 230
- Reason
- PaymentRisk
- RequestedBy
- XT
- AssignedReviewer
- TL
Review order exception waits for the order manager.
Illustrative preview · actions are unavailable here.
Change an order without losing its history
Before warehouse acceptance, an approved cancellation can release the affected reservation. After acceptance, the request must wait for the warehouse’s actual cancellation outcome. If packing or dispatch has overtaken the request, the remaining path may be a return. The customer-facing order cannot be marked cancelled while an accepted warehouse instruction is still live.
Customer substitutions also require an explicit choice. The proposal names the replacement SKU, quantity and price difference, preserves consent and receives commercial approval before it creates the replacement line. The original line remains traceable. Support staff can explain whether an order is waiting on stock, a decision, a warehouse or a payment-provider result from the same history.
Modules
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Orders
Order intake with channel identity, commercial checks, approvals and traceable amendments.
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Allocation
Available-to-promise, reservations and backorder resolution grounded in stock authority.
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Fulfilment
Warehouse release, split shipments, tracking and cancellation acknowledgement.
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Returns
Return authorisation, inspection, disposition and independently approved refunds.
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Pricing
Price snapshots, customer agreements, discount exceptions and refund allocations.
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Reports
Order, stock, delivery and refund reporting with explicit unresolved outcomes.
Reports
All reportsOrder Fill Rate
Compare accepted units with shipped units by order cohort, channel and SKU; show cancellations separately and never silently remove unmet demand.
Promise Reliability
Compare first accepted promise and latest agreed promise with evidenced delivery; retain revised commitments and exclude unconfirmed tracking outcomes from on-time claims.
Order Cycle Time
Measure source acceptance to release, dispatch and delivery separately, with holds and unresolved stages visible.
Price Exceptions
Show discount and price overrides with requester, independent reviewer and frozen order revision.
Roles and permissions
Owns customer requests, source corrections and evidence of customer agreement.
Decides order risk, price exceptions and customer-facing amendments.
Allocates stock and manages uncovered demand.
Approves bounded refund instructions and reconciles financial outcomes.
Maintains mappings and resolves transport and reconciliation failures.
Related processes
Order intake and approval
Capture, duplicate checks and independent commercial approval before release.
5 stages · 1 approval
Allocation and backorders
Reservation, uncovered demand, customer promises and consented substitutions.
6 stages · 1 approval
Split fulfilment and tracking
Location-specific warehouse work with partial shipment and tracking reconciliation.
6 stages · 0 approvals