Orders and customers

A customer order carries the order number, subject, customer, operating organization, owner, promised date, value and current status. The external order ID and channel can connect that record to its source. An order starts as Draft; the coordinator checks its revision and external identity before confirming it. The customer record supplies a code, contact, address and eligibility note, while the organization identifies the entity handling the work.

• Check the customer. Confirm the customer is active and its address and contact are appropriate for the order before the order moves forward.
• Keep the responsible owner visible. The order owner can find assigned work and explain the next decision to fulfillment staff.
• Treat confirmation as a controlled change. Check status, revision and duplicate external ID before recording a confirmation operation and its receipt.

The operations overview brings confirmed value, unshipped units, review load, failed operations and exceptions into one place. Use the order record for the detail behind each figure. A summary cannot replace the source order, its lines or the operation outcome.

Choose how the channel supplies its external order ID and who resolves a duplicate. Map each selling customer to the right organization. Agree what the order subject means, when a promised date is set and who can change it. Give coordinators an example of a corrected customer address before confirmation and another after a shipment has already been recorded. The second case needs a recorded correction, not a silent replacement of history.

The team should also decide what a cancelled order means when some quantity has already shipped. The order status includes Cancelled, but the review history and fulfillment events are the durable explanation of what occurred. Keep the owner and customer references intact for that explanation.

A customer places an order through one channel and the import is retried. The coordinator sees the same external order ID and current revision, checks the original order, and confirms it once. The operation receipt makes the outcome visible if the sender retries after a timeout. The order moves from Draft to Confirmed only after those checks. Its promised date and customer stay with the order as fulfillment begins.

Now ask the operator to find the confirmed order and its lines. They should see the quantity still awaiting allocation and the organization responsible for the order. Ask the coordinator to open the review and receipt history if confirmation failed. Both roles should be able to explain which version of the order was acted on.

• Orders to confirm — Draft orders with the customer, owner, promise and revision needed for a decision.
• My customer orders — Orders assigned to the current owner.
• Active order queue — Confirmed, allocated and partly shipped orders that still need attention.

Order confirmation carries the checked draft into confirmed work. Allocation to delivery follows its lines and events. Review the data model before preparing imports.