Customer orders

Order Coordinator records a drop-ship order for a customer and operating organization. The order carries its record number, owner, promised date, net amount and status. The customer record keeps the account code, contact and address alongside an eligibility note. Those details let the coordinator identify the right counterparty before a route is prepared. A channel and external order ID can connect the order to its originating system.

• Prepare the order. Capture the subject, customer, organization, owner and promise date before confirming it.
• Track its state. Use Draft, Confirmed, Allocated, part shipped, Shipped and Cancelled as distinct order states.
• Keep the evidence. Link route decisions, payment events, attachments and fulfillment events to the same order.

Before a coordinator confirms an order, check that its customer belongs to the operating organization. The owner can then use the promised date and order status to separate work that needs supplier review from work already in fulfillment.

The order revision matters when a reviewer records a decision. If the order changes, the team must compare the current revision with the decision’s recorded source revision. The order should remain identifiable even if a channel resends the same external identifier. An operation receipt retains the action key and expected revision for that work.

Agree which organization owns each channel, which customer code is authoritative, and who can confirm an order. Set a rule for handling a changed promised date. Decide how the team treats cancellation when a supplier has already received a route. Keep the original customer reference and the reason for a correction available to the people resolving it.

Take a confirmed order for two products with a promised date next week. Assign an Order Coordinator and enter the customer, net amount and line quantities. Send one route for review. Have the reviewer inspect the current order revision and record a decision. Then add a shipment event for one product. The order can be partly shipped while the other line remains open. The customer promise stays visible throughout.

Also rehearse a duplicate external order ID and a failed operation receipt. Staff should investigate the receipt and the originating reference before creating another customer order. A failed action is an exception, not an excuse to overwrite the existing order.

• Open customer orders — Confirmed, allocated and partly shipped orders with their owner and promised date.
• My customer orders — The coordinator’s assigned work.
• Customer order board — Orders grouped by their current state.

Review the order-to-routing process and check the record model.