Fulfillment and Returns

Fulfillment Coordinator follows the order’s product scope with the actual owner of the stock. The guarded fulfillment action checks entitlement before recording allocation, picking and shipping events. Each event identifies the order and product with its quantity, occurrence date and external event identifier.

The order becomes Fulfilled only when every eligible unit has been handed over. Delivered and Returned events add further evidence to the physical history. Commerce Operator and Commerce Reviewer can use that history when discussing a customer question, while payment evidence separately establishes the financial outcome.

• Eligible scope. Review the accepted order and its quantities before requesting fulfillment. Resolve the intended catalog product and stock owner’s authority so the handover uses the right merchandise.
• Movement history. Allocated, Picked, Shipped and Delivered describe successive stages. Keep their event identities and quantities distinct instead of adding each stage as though it were another sale.
• Return evidence. Returned events identify the product quantity received back in the physical process. Returned units on the sales lines support the order review, while a refund still needs its independent decision and provider evidence.

Connect the actual stock owner and agree how entitlement is checked. Define which handover event establishes completion for the customer’s fulfillment process. Decide how partial handovers are represented and reviewed before the order is marked Fulfilled.

Agree the relationship between sales-line SKU text and the catalog product referenced by a fulfillment event. Review duplicate or ambiguous SK us before starting the pilot. Set a reconciliation process for repeated external events and define how returned quantities reach the sales-line review. Keep the physical evidence available even when the associated financial action is still pending.

Use an accepted jacket order and confirm its eligible quantity with the stock owner. Fulfillment Coordinator follows allocation and picking into the handover record. Each stage retains its own event identity while referring to the same order and intended product.

Rehearse a partial handover and check that the remaining eligible units are still recognized before the order can become Fulfilled. Then resend an existing shipping event and confirm that it does not create another handover quantity. A missing stock entitlement needs resolution with the stock owner before execution proceeds.

Finally, record a returned garment and review the quantity against the original order scope. Commerce Reviewer can consider that evidence in a refund decision, but the return record should not be treated as confirmation that money has already been refunded. Keep the customer discussion clear about the physical and payment outcomes still being checked.

• Fulfillment History — Product movement events show quantity, stage and external identity for the order.
• Returned Product Events — Returned quantities remain visible for the physical-outcome review.
• Sales Order Board — The coordinator can follow the accepted order while reviewing its current state.

Use fulfillment and return review, then refund and reconciliation.