Salesforce Order Management

Order Management is your central hub for handling all aspects of the order lifecycle, including order capture, fulfillment, shipping, payment processing, and service.

With the Order Management app:

• Customers can submit orders from any commerce channel, and then track and manage their orders throughout the order lifecycle.
• Merchants can manage order fulfillment, shipping, payment capture, invoicing, and service by using integrated and customizable business processes and workflows.
• Service agents can access a master repository of all order-related information, see a global view of the entire order lifecycle, and process cancellations, returns, exchanges, reshipments, refunds, and discounts.

• Order Management Resources
  In addition to Salesforce Help, Order Management has documentation resources to help you learn about, set up, administer, and extend the Order Management app.
• Salesforce Order Management Licenses and Allocations
  Salesforce Order Management (SOM) license allocations are based on either the anticipated gross merchandise volume (GMV) of the order summary record or the number of order summary records created. Order summary records can be either managed or unmanaged.
• Order Management Editions
  Learn about the editions and user interfaces that support Order Management.
• 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.
• Order Management Package Links
  Some Order Management features require you to download a package link before you can configure and use them. Before downloading a package for the first time, ensure your org meets the requirements. Some package links have multiple requirements.
• Preconfigured Permission Sets for Salesforce Order Management
  Users assigned to a preconfigured permission set receive permissions according to their persona’s required functionality. You can customize a permission set by cloning it and modifying the individual permissions.
• Salesforce Payments and Order Management
  Facilitate secure and convenient order processing with payment collection and refunds by integrating Salesforce Payments and Order Management. If your Payments merchant accounts are linked to a Stripe account, Order Management can capture payments and issue refunds. If your merchant accounts are linked to a PayPal account, Order Management can only issue refunds.
• Share Data Using Order Management File-Based Data Kits
  File-based data kits simplify and streamline the deployment and management of data streams between Order Management (OM) and Data 360. Using data kits makes integrating data efficient and automatic.
• Order Management Lifecycle
  As an order moves through the order lifecycle, it progresses through four stages: capture, fulfillment, delivery, and post fulfillment. These stages determine which services you can perform on an order. Managed and unmanaged orders are processed differently during the order lifecycle.
• Order Management Objects
  Order Management objects, together with existing objects, represent the elements of an order as the order progresses through the order lifecycle. The process for creating records in Order Management depends on your storefront. For example, if you use Salesforce B2C Commerce, the B2C Commerce Integration imports order data into Order Management. The terms “item” and “product” are used interchangeably throughout Order Management. Usually, technical areas like APIs and flow actions use “item,” while the user interface uses “product.”
• Order Management Shopper and Buyer Records
  Order Management uses the Account and Contact objects to represent business and individual shoppers. It can also use Person Accounts to represent individual shoppers. When it receives an order, it searches for the shopper. If it finds the shopper, it associates the order with the existing records. If it doesn’t find the shopper, it creates records for that shopper. B2B Commerce uses the term “buyer” instead of “shopper.” In Order Management, references to shoppers also apply to buyers.
• Order Management and Salesforce Flow
  Order Management works with Salesforce Flow to help you to create manual and automated functions. We provide out-of-the-box flow templates for processes such as order summary creation, placing orders on behalf of shoppers, order fulfillment, and order servicing.
• Einstein Generative AI for Order Management
  Enhance your Order Management experience with Einstein generative AI, and deliver smarter service to your customers.
• Distributed Order Management
  Order Management includes tools for distributing orders across your fulfillment network based on custom business logic. If you use Salesforce Omnichannel Inventory, you can also incorporate its availability features into your order routing process.
• Order Management Analytics
  The Order Management Analytics dashboard provides key metrics across the order fulfillment lifecycle. Use AI-generated insights to enhance decision making for your order management operations with real-time, unified data. Create data streams to bring Order Management data into Data 360. Then connect your Data 360 license to Order Management to create calculated insights for order fulfillment performance.
• Delivery Estimations for Order Management Overview
  Provide more accurate, up-to-date delivery times for shoppers and buyers by showing delivery dates on your store’s product detail and checkout pages. The Delivery Estimations feature works with B2C Commerce only. Order Management supports FedEx, USPS, and UPS as shipping carriers.
• High-Scale Orders
  High-scale orders, supported on Hyperforce, can ingest orders from B2C Commerce and other order channels. High-scale orders use an internal data service called Zero Object Service (ZOS), which acts as a buffer for storefront order data and prevents Order Management processing from being overwhelmed. ZOS then sends the buffered data asynchronously to Order Management, which creates order summaries and processes the orders.
• Deleting Order Management Records
  Certain situations require that you delete Order Management records. For example, some records can contain customer personal information and are subject to data protection and privacy regulations. To maintain data integrity, before you delete records consider their dependencies and access restrictions on some of their data.
• Order Management Console
  The Order Management Console shows all your order information at a glance. It includes tools that help you track, manage, and service orders throughout the order lifecycle.
• Order Summary
  An order summary pulls together all order details into a single, consolidated view. It can help you manage and service orders before, during, and after fulfillment.
• Order Fulfillment
  The order fulfillment process streamlines the allocation, assignment, picking, packing, and shipment of order items.
• Payments and Invoices
  The authorization, capture, and reconciliation of payments occurs as orders move through stages in the fulfillment workflow. Your Salesforce admin can automate payment capture, invoice generation, and refund processing to help manage your payment transaction needs.
• Process Exceptions
  You can automate order processing across every stage in the order lifecycle. When your automated business logic encounters an issue that interrupts normal processing, a process exception occurs. Various issues can cause a process exception, such as a failed fraud check, a payment capture error, a lack of available inventory, or a problem with a shipping carrier.
• Order Servicing
  Order servicing lets your customer service representatives (CSR) provide shoppers with order-related services, such as returns, exchanges, and cancellations. Order Management uses flow templates to help automate the these tasks. A Salesforce Admin can copy and customize these templates and then make the process flows available in the Actions & Recommendations section on the Order Summary page. Service agents can then quickly respond to requests for cancellations, reshipments, discounts, exchanges, and returns.
• Reports for Order Management
  Use reports to retrieve and analyze order, fulfillment, and payment information to help you optimize service delivery and keep your order workflow running smoothly.
• B2C Commerce Connections
  When you use a Salesforce B2C Commerce storefront, you can provision or deactivate integrated features, such as Omnichannel Inventory, Order Self-Service, Order Integration, and Cart and Checkout Data.
• Troubleshoot the B2C Commerce Integration
  If the integration of B2C Commerce with Order Management isn’t working correctly, review these troubleshooting tips.