Order on Behalf Of Overview

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To place orders on behalf of customers, you need either the Order Management Growth License (for Order Management OOBO), or the Connected Commerce bundle (for Order Entry with Commerce).

When Order Management and OOBO are implemented, a CSR can place an order on behalf of guests and manage the order using Order Management. In B2B Commerce anc D2C Commerce, both registered and guest customers are supported. For B2C, only guest customers are supported. To get the product SKU information, Salesforce queries the appropriate data source, either B2C Commerce or Salesforce Commerce, depending on the webstore type. The SKU information includes product variants and standard attributes, pricing, tax, shipping, and some promotions.

Order Entry requires the Connected Commerce bundle, which includes B2B Commerce, D2C Commerce, and Payments. With Order Entry, a CSR can place an order on behalf of a customer without an Order Management license. When the CSR places the order, Order Entry queries the B2C or B2B storefront for product and pricing information and then creates the order on the Salesforce org. You can also use Order Entry with Salesforce Service Cloud.

OOBO and Order Entry support API-based checkouts only. Aura-based checkout isn’t supported.

Implementing OOBO or Order Entry requires some setup steps.

• Complete one of the following
  • Purchase and install any Commerce on Core product
  • Purchase and install Order Management with the Growth license
• Obtain a Salesforce org. When you purchase Order Entry through the Connect Commerce bundle, an org is provisioned for you if you don’t already have one.
• Install and configure Salesforce B2C, D2C, or B2B Commerce. See Salesforce D2C and B2B Commerce Help or Salesforce B2C Commerce Help.
• For OOBO with B2B and D2C Commerce, add your buyer profiles or permissions to the store's community membership.

OOBO and Order Entry use SKUs to query for product information, including variant and attribute information. OOBO and Order Entry provide real-time price lookup, which includes taxes, shipping, and some types of promotions. For example, orders can participate in line-level or order-level promotions. However, some store features aren’t available when you place an order on behalf of a customer.

These features aren’t supported.

• Promotion discounts for a particular payment method.
• The order can’t participate in bonus promotions, such as when a free product is added to the order when a different product is ordered.
• The order can’t include warranties.
• Only a single credit card payment method can be used for the purchase.
• All items in the order must be shipped to the same address.
• Product options and custom attributes aren’t available.
• The order can’t participate in coupon-qualified promotions.
• If the Product Variation setting is set to Show Parent Product Only, you can’t order child variations on behalf of a shopper. To change this setting, go to Storefront | Search | Additional Settings.

• Unmanaged Orders (Order Entry Only)
  Order Entry doesn’t include any of the order management functions available through Salesforce Order Management.
• Order on Behalf Of Setup
  After you’ve installed and configured either an Order Management or B2B Commerce org or B2C Commerce instance, there are some Order on Behalf Of (OOBO) specific steps to take. Many of these tasks are the same whether you’re using Order Entry or OOBO. However, there are a few steps that are specific to the individual products. Complete the steps for your product and organization.
• Place an Order on Behalf of a Customer
  Place orders directly for customers from your own device. You can search for products, set variables and quantities, add the products to a cart, and process customer payments.