ATG Commerce Service Center allows the modification of submitted orders that have not been fulfilled, as well as returns and exchanges to orders that have been fulfilled.
To identify what orders can be returned, edit the modifiable and returnable-order states:
Configure which order states are not modifiable using the following component:
# /atg/commerce/custsvc/order/OrderIsModifiable
nonModifiableOrderStates=REMOVED,
QUOTED,
NO_PENDING_ACTION,
PENDING_REMOVE,
PENDING_CUSTOMER_RETURN
nonModifiablePaymentGroupStates=REMOVED,
SETTLEDConfigure which order states are returnable using the following component:
# /atg/commerce/custsvc/order/OrderIsReturnable
shippingGroupShippedStates=NO_PENDING_ACTION
When an agent modifies an order, the order’s state determines how the edit process is handled. CSC can stage changes to an order and then apply them all in a single commit action.
The process of modifying submitted orders uses a cloning technique where the order is cloned into a duplicate order. After the order is cloned, all modifications are applied to the clone order and then reconciled with the original order in a single commit transaction.
The cloning technique is performed on selected orders based on their state. The isCloneEditState(Order) API determines if a particular order qualifies for this process. This API, by default, returns a result based on the clonedEditOrderState configured in CSRAgentTools. The configured states include: SUBMITTED, PROCESSING, PENDING_MERCHANT_ACTION and TEMPLATE.
Additional states can be added by modifying the configuration of CSRAgentTools clone edit order states or by extending the isCloneEditState API.
When the order has been cloned for modification, the application is in clone edit mode. When an agent is working on a clone order there will be no indication in the UI. The UI will always show the original order ID. The isCloneEditMode() API in the CSROrderHolder determines when this mode is active. The getOriginalOrder() API is used for returning the original order ID when required.
