Customer orders

Start with the customer account and its trading entity. The sales representative uses the current price list, product unit and terms to prepare an offer. A customer can have a billing contact and a separate delivery contact. The order retains the actual ship-to instructions and original promise, so a later schedule change does not erase the commitment made at acceptance.

The order moves to an independent sales manager decision. A credit review includes open receivables and uninvoiced accepted commitments; a finance manager decides any required exception. The accepted quantity and net amount then limit reservation, dispatch and billing. A partial shipment consumes only its eligible portion.

• Identity. Keep the source record, entity and accountable person attached to each step.
• Decision. Record the reviewer and the exact scope they accepted before the next action.
• Evidence. Preserve actual quantity, date and correction history when execution differs from the plan.

For a ceramics distributor taking an order for boxed tiles, agree on the selling unit and its base conversion before quoting. Check the customer currency, tax basis, ship-to address, original delivery promise and stock location. If a quoted price changes after acceptance, retain the accepted basis on the order rather than silently repricing it.

The team should choose one real pilot case and agree on its owner, decision point and exception route. Prepare the source identifiers and opening balances before importing old records. Review access with the person who will perform the work, and make the exception visible to the person who can resolve it.

Take one customer order that ships in two deliveries. Compare the approved order quantity with both dispatch records and the unfulfilled remainder. Confirm that a second invoice cannot claim the same title-transferred units. Then change the customer credit exposure and repeat the approval check; the earlier review must remain tied to its original scope.

Check the final state against the original promise and the accepted source. The reviewer should be able to explain why a partial action left a remainder, which evidence changed it and who approved the next step. Repeat the case after a correction to make sure the original record remains traceable.

• Orders awaiting approval — Submitted orders ready for the sales manager’s decision.
• Customer order board — Approved and partly shipped commitments with their current owner.

See the operating process and the data model to prepare the case, assign the decision and reconcile its records.