Implement Order Management

Order Management can run with all Commerce products. After configuration, there are some additional steps B2C Commerce orgs must take to link their stores with Order Management.

• Prerequisites for Order Management
  There are a few mandatory steps to take before setting up Order Management. Some of these steps depend on which Commerce product you’re running. Additionally, there are a few optional steps you can take before proceeding with the setup.
• Order Management Users and Permissions
  To access Order Management features, users need the System Administrator profile or either the Standard Platform User profile or the Identity User profile along with the Salesforce Order Management feature permission set license. Users also require access to the Order Management console app and to any customizations that you implement. Order Management includes some persona-based permission sets that you can use as is or clone and customize.
• Configure Service Flow Reasons
  When a customer service representative (CSR) services an order, they often have to select from a list of reasons, such as Wrong Item or Customer Changed Mind. Order Management provides some default reason values, but you can add more. Up to 2000 reasons can show on each flow’s return picklist.
• Map Reasons to Service Flows
  Reduce the time and effort it takes to service orders by only showing reasons relevant to the current service flow. For example, when a Customer Service Representative (CSR) processes a return, they only see the return-related reasons in the reason picklist. Up to 2000 reasons can show on each flow’s reason picklist.
• Configure Gross Tax Display
  If you only do business in a locale that uses net taxation, such as sales tax, no extra configuration is needed. If you do business in a locale that uses gross taxation, such as value-added tax (VAT), you need to configure your page layouts to display amounts that combine prices and taxes. If you’re using multiple currencies, add a user profile for service agents and create page layouts that use gross tax fields.
• Configure Access to the Console App
  Provide access to the console app for a permission set.
• Import Historical Order Data
  After you start using Order Management in production, you can import historical order data from a legacy system for reference purposes.
• Payment Processing for Order Management
  To let Order Management execute payment authorizations, captures and issue refunds, integrate a payments component. You can view payment activity in the order payment summary for each order.
• Commerce Order Routing
  Use the Commerce Order Routing flow to manage routing and fulfillment. Order Routing is optional unless your org uses Salesforce Payments. There are two versions of the order routing flow: Connected Commerce Order Routing and Growth Order Routing. Connect Commerce Order Routing can only be used with B2B and D2C Commerce.
• Integrate Order Management with B2C Commerce
  Set up a connection between B2C Commerce and the Salesforce org where Order Management is configured. This connection lets Order Management receive orders from B2C Commerce.
• Enable Order Fulfillment Setup
  Order Fulfillment Setup is where you configure order processing.
• Set Up Shipping for Order Management
  Order Management provides managed shipping information from three shipping carriers: FedEx, USPS, and UPS. A shipping carrier method is a specific method that transports a product or order to its destination. For example, an org that uses the shipping carrier FedEx has the shipping carrier methods FedEx Overnight, FedEx Priority, and FedEx Ground.