Order Management Lifecycle Stages

Order Management moves an order through these stages.

• Capture—The customer places an order on your storefront. Order details are submitted to Order Management. Payment for order items is authorized.
• Fulfillment—The order is assigned to a fulfillment location where order items are readied for shipping.
• Delivery—The order is transferred to a shipping carrier for delivery. Payment for the items is captured.
• Service—Service agents respond to service requests and process cancellations, returns, exchanges, reshipments, refunds, and discounts.

Note The order management lifecycle activities for a B2B order can vary, but the main stages of capture, fulfillment, delivery, and service are applicable for both B2C and B2B customers.

Here’s a snapshot of what the order management lifecycle looks like for a typical B2C retail order.

As an order moves through these stages in the Order Management app, all activity associated with the order is reflected in the order summary record. You manage an order throughout the order lifecycle by using the order summary record and the tools provided in the Order Management Console.