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Customizing Order Management Service Flows
The Order Management service flows let customer service representatives (CSRs) help customers with their orders. You can use the provided flows as is, and you can also expand and customize them. Here are some common customizations that you can implement.
| Flow | Configuration |
|---|---|
| Cancel | Cancel All: Cancel all eligible items in an order. Customize Product Selector Fields: Add fields such as name, SKU, or total to the product selector. Enable Bulk Settings: Let CSRs service orders in bulk. Process Product Bundles: Let CSRs process product bundles. Set Up a Default Fee: Configure a fee for returns or cancellations. |
| Discount | Choose Whether to Allow Discounts for Allocated Items: Make discounts available for allocated items. Customize Product Selector Fields: Add fields such as name, SKU, or total to the product selector. Enable Bulk Settings: Let CSRs service orders in bulk. Enable Reason Text: Give CSRs an empty text field to provide a reason for the action that they’re taking. Process Product Bundles: Let CSRs process product bundles. Set Discount Tax Type: Configure how taxes are calculated for discounts based on your tax policy. |
| Even Exchange | Enable Inventory Checks: Reduce out-of-stock errors by showing the inventory of an item on the product detail page. Enable Omnichannel Inventory: Some flows need additional support before Omnichannel Inventory can work. |
| Exchange RMA | Set Up a Default Fee: Configure a fee for returns or cancellations. Enable Inventory Checks: Reduce out-of-stock errors by showing the inventory of an item on the product detail page. Enable Omnichannel Inventory: Some flows need additional support before Omnichannel Inventory can work. Enable Reason Text: Give CSRs an empty text field to provide a reason for the action that they’re taking. Process Product Bundles: Let CSRs process product bundles. |
| Order on Behalf Of | Enable Inventory Checks: Reduce out-of-stock errors by showing the inventory of an item on the product detail page. Enable Omnichannel Inventory: Some flows need additional support before Omnichannel Inventory can work. Process Product Bundles: Let CSRs process product bundles. |
| Reship | Customize Product Selector Fields: Add fields such as name, SKU, or total to the product selector. Enable Omnichannel Inventory: Some flows need additional support before Omnichannel Inventory can work. Process Product Bundles: Let CSRs process product bundles. |
| Return Items | Allow Multiple Credit Types for Refunds: Configure what credit sources are available for refunds. Customize Product Selector Fields: Add fields such as name, SKU, or total to the product selector. Enable Bulk Settings: Let CSRs service orders in bulk. Enable Reason Text: Give CSRs an empty text field to provide a reason for the action that they’re taking. Process Product Bundles: Let CSRs process product bundles. Set Up a Default Fee: Configure a fee for returns or cancellations. |
| Return Management Authorization (RMA) | Allow Multiple Credit Types for Refunds: Configure what credit sources are available for refunds. Customize Product Selector Fields: Add fields such as name, SKU, or total to the product selector. Enable Bulk Settings: Let CSRs service orders in bulk. Enable Reason Text: Give CSRs an empty text field to provide a reason for the action that they’re taking. Process Product Bundles: Let CSRs process product bundles. Set Up a Default Fee: Configure a fee for returns or cancellations. |
