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.

Service flows can process orders with to up 2000 products, however the flows can only process up 100 products at one time.

• Order Management and Service Cloud
  Use Order Management with Service Cloud to give service agents a single view of order and service history to ensure timely processing of requests.
• View Order History
  The order summary captures all transaction and processing activity for an order.
• Cancel an Order Item
  You can cancel order items that aren’t allocated or fulfilled.
• Reship an Order Item
  Reship missing or lost order items by creating a reship fulfillment order.
• Discount an Order Item
  You can process a discount or price adjustment for one or more order items either before they’re allocated or after they’re fulfilled.
• Process an Exchange (Simple)
  Run an even exchange whenever a customer needs to exchange their product for a variant of the same product. For example, if a shopper orders a size large blue sweater and then decides that they prefer the same sweater in red, size medium, you can process an exchange.
• Return an Order Item
  Digital selling channels give customers many ways to initiate and complete returns for items that they purchased online. Order Management tools help you manage the various return scenarios.
• Exchanges with RMA Returns Overview
  An exchange with an RMA return provides a more robust exchange experience for customers. Unlike a simple exchange, which only allows for same-cost variant exchanges, an exchange with RMA processes the return of the previous product before letting a customer service representative (CSR) order a new item, enter a new delivery address, and select a shipping method, all on behalf of the user. Finally, the CSR can process any refund or additional funds needed from the customer.
• Order on Behalf Of Overview
  Use Order on Behalf Of (OOBO) or Order Entry to let customer service representatives (CSRs) place orders directly on behalf of a customer. This feature works with Order Management, B2B Commerce, D2C Commerce, and B2C Commerce.
• Store Fulfillment Application Overview
  The Store Fulfillment app gives you quick and easy access to each step of the fulfillment process: selecting a store, finding new orders for the store, creating a ticket for one or more orders, picking or rejecting items, and packing them up or shipping them out.