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- Order Management System
- Process
- Exception to correction
Exception to correction
An order can develop a stock, address, payment or shipment issue at any point. The exception gives the issue a type, owner and status. Correction depends on whether the order has already been executed: unexecuted scope may be cancelled in place, while executed scope receives an escalation decision and compensating receipt.
Step by step
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Resolve discrepancy Order Operations Manager
Order Operations Manager assigns an Open exception to the person who can investigate it.
- Names the issue and owner
- Updates Order exceptions, Customer orders, Team members
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Correct or cancel scope Order Operations Manager
Order Operations Manager reviews the order revision, lines, decisions and receipts. For unexecuted scope, the requested cancellation is recorded on the order; for executed scope, the action adds an escalation decision and receipt.
- Records cancellation or compensating evidence
- Updates Customer orders, Order lines, Order review decisions, Order processing receipts
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Record channel handoff Order Operations Manager
If a channel is involved, Order Operations Manager records the external reference and tracks the handoff status.
- Connects the order to the external channel
- Updates Channel handoffs, Customer orders, Organizations
Who does what
Roles and permissions- Order Operations Manager
- Assigns exceptions and records corrections and handoffs.
- Finance Reviewer
- Checks payment issues; Fulfillment Coordinator checks stock or shipping issues; Order Reviewer considers changed order scope.
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