Orders and customers

Order Coordinator opens a customer order for the relevant operating organization and customer. The order carries a record number, subject, order date, owner and status. The customer record keeps contact and address details beside the order. A counterparty can identify another party to the transaction. The channel remains visible on the customer and order, so a retail handoff can be traced to the original request.

For a device order with a required delivery date, record that date before allocation. Requested units and net amount help Operations Manager compare the header with its lines. Confirmation computes value from the lines, increments the revision, records a receipt and opens a review decision. Order Reviewer examines that revision before fulfillment proceeds.

• Ownership. Each order points to a named team member and operating organization.
• Customer identity. Customer and counterparty references retain each party’s role while the customer account holds contact details.
• Order history. Status and revision distinguish a confirmed order from its draft; the receipt and decision preserve the confirmation event.

Agree which organization owns orders from each channel, who maintains customer accounts and who confirms an order. Decide how owners change, how required dates are entered and which team reviews confirmed work. Customer codes and order numbers should be stable enough to match channel correspondence. A retail or marketplace external reference belongs on the linked handoff record.

Rehearse a draft whose quantity or price must change before confirmation. The reviewer needs the current revision and related lines. Decide how a returned decision reaches Order Coordinator for correction. Keep canceled orders in history so an abandoned request does not look like open demand.

Take an order for a device and accessory sold through a retail channel. Check the customer, owner, channel, required date and lines. Run confirmation and inspect the new revision, computed amount, receipt and review decision. Order Reviewer records a rationale against that revision. If the order changes, review its new revision before allocation. For the retail handoff, enter the external reference and follow its outcome on the linked record.

Ask Operations Manager to compare the case with the open order book. A confirmed order awaiting review should be easy to find. A shipped order should appear in the shipping view without losing its customer and owner context.

• Open Customer Orders — Orders in preparation, review, allocation or partial shipment with customer and owner visible.
• Orders Awaiting Review — Confirmed orders ready for a decision on the current revision.
• My Customer Orders — The order owner’s own cases and required dates.

See order confirmation and review and channel and correction handling.