11 Special Orders

A Special Order transaction is typically performed when a customer wants to purchase an item that is not currently available in the store. The item may be out of stock or unavailable for any reason. A special order item may be any saleable item from the store's inventory. Non-inventory items may also be special-ordered if your store policy permits it.

When an item is out of stock, the customer cannot take possession of the item immediately, so the store orders it from a vendor, warehouse, or another store. When the special order item arrives in the store, it is shipped to the customer or the customer is notified to pick it up at the store.

The Special Order function includes the order-entry process for a special order item, entering the related customer information, and processing any special fees that may be associated with the special order.

Create a Special Order

To create a new special order:

1. Click Extended Transactions in the Register Sale screen.

2. Click Special Order.

   Xstore Point of Service will open a prompt listing open special orders for the customer, or an indication that there are no open special orders.

3. Perform the appropriate action:

   • Click New if no customer is associated with the transaction. Continue with Step 4.

   • Click Set Up New if a customer is associated with the transaction. Continue with Step 5.

4. Associate a customer with the transaction. See Associate a Customer with a Transaction.

   Figure 11-1 Special Order Shipping/Pick Up Options

   
   

5. Select the destination for the special order:

   • To Customer - Ship the order directly to the customer. Continue with Step 6

   • To Store - Ship the order to the local store where the customer will pick it up. Continue with Step 8.

6. If necessary, enter or update the shipping information for the customer:

   
   

   Note: If your system is configured to provide Address Lookup functionality, an Address Lookup button will be available to allow you to quickly look up customer addresses using minimal information.

   
   

   • Send To - Name of the customer.

     • First - First name.

     • Middle - Middle initial.

     • Last - Last name.

   • Address - Shipping address.

     
     

     Note: The fields in this section will depend upon configuration and nationality.

     
     

     • First line of the shipping address.

     • Second line of the shipping address.

     • Zip - Zip or postal code.

     • State - State or province.

     • City - City name.

     • Apt - Apartment.

   • Country - Country name. Click the Change Country button to change this value. See Change Country.

   • Ship Via - Name of the shipping company.

7. Click Process.

8. Enter the items for the special order. See Entering Items.

   Figure 11-2 Special Order Screen

   
   

9. If necessary, enter the expected arrival date for the order, then press Enter.

   Figure 11-3 Expected Receipt Date Prompt

   
   

10. Click the appropriate option:

    • Click Exit Special Order to exit special order mode and perform additional transaction processing.

    • Click Complete Transaction to proceed to tendering after completing the special order.

11. If necessary, enter the amount of the special order deposit, then press Enter.

    Figure 11-4 Special Order Deposit Prompt

    
    
    
    

    Note: This option is only available if you clicked To Store in Step 5. Items that are shipped to the customer must be paid in full in the same transaction in which the order is created.

    
    

    • If you clicked To Store in Step 5, special order creation is complete. Continue the transaction.

    • If you clicked To Customer in Step 5, continue with Step 12

12. If necessary, click OK to confirm that a shipping fee has been added to the special order.

    Continue the transaction.

Open an Existing Special Order

To open an existing special order:

1. Click Extended Transactions in the Register Sale screen.

2. Click Special Order.

   Xstore Point of Service will open a prompt listing open special orders for the customer, or an indication that there are no open special orders.

   • To select the special order from the list, continue with Step 6.

   • To search for the special order, continue with Step 3.

3. If necessary, click Special Order Search.

   Figure 11-5 Special Order Search

   
   

4. Enter the search information for the special order:

   
   

   Note: You can also scan the receipt for the special order to open it.

   
   

   • Account ID - ID of the special order.

   • Last Name - Last name of the customer associated with the special order.

   • First Name - First name of the customer associated with the special order.

   • Customer # - ID of the customer associated with the special order.

   • Phone # - Phone number of the customer associated with the special order.

5. Click Process.

   A list of special orders matching the entered criteria opens.

   Figure 11-6 Special Order Search List

   
   

6. If necessary, select the special order in the list:

   • Click the special order.

   • Use the up and down arrows to highlight the correct special order, then press the Spacebar.

7. Click Select & Continue.

   The special order opens.

   Figure 11-7 Special Order Account Screen

   
   

Modify Special Order Items

Changes can be made to items in a special order.

To make changes to special order items:

1. If necessary, Create a Special Order.

   Figure 11-8 Special Order Edit Account Option

   
   

2. Click Edit Account.

   Figure 11-9 Special Order Edit Account Options

   
   

3. Perform the appropriate action:

   • Change the Item Expected Date

   • Make changes to the line items. See Chapter 4, "Processing Tenders" for more information about changing items in a transaction.

Change the Item Expected Date

To change the expected date for an item:

1. Click Change Item.

   Figure 11-10 Special Order Change Item Options

   
   

2. Click Change Expected Date.

3. Select the item in the View Port:

   • Click an item.

   • Use the up and down arrows to select an item, then press the Spacebar to highlight it.

4. Enter the expected arrival date for the item.

   Figure 11-11 Special Order Item Expected Date

   
   

5. Press Enter.

   The expected arrival date for the item is changed.

View Special Order History

To view the customer's special order history:

1. Create a Special Order or Open an Existing Special Order.

2. Click View History in the special order screen.

   Figure 11-12 Special Order View History Option

   
   

   Xstore Point of Service opens a window displaying the previous special order activities associated with the customer.

   Figure 11-13 Special Order View History

   
   

   The following information is shown for each special order:

   • Date - Date the special order was created.

   • Expected - Expected delivery date for the special order.

   • Type - Type of activity.

   • Status - Status of the special order.

   • Amount - Amount associated with the activity.

3. Click OK to close the window and return to the special order.

Pick Up a Special Order

When a customer arrives at a store to pick up special order items, do the following:

1. Open an Existing Special Order.

2. Click Pick Up Item.

3. Select the items to pick up:

   • Click the item.

   • Use the up and down arrows to highlight the correct items, then press the Spacebar.

   • Click Pick Up All to select all items.

4. Click Select & Continue.

5. Click the appropriate option:

   • Click Exit Special Order to exit special order mode and perform additional transaction processing.

   • Click Complete Transaction to proceed to tendering after completing the special order.

Cancel a Special Order

Special orders to be sent to a store can be canceled at a store. To cancel a special order:

Note: To cancel a gift registry order, assign the gift registry prior to canceling the order (see Sell Gift Registry Items).

1. Open an Existing Special Order.

2. Click Cancel Special Order.

   A confirmation prompt opens.

   Figure 11-14 Customer Present Prompt

   
   

3. Indicate whether the customer is present:

   • Click Yes if the customer is present.

   • Click No if the customer is not present.

   If the customer is present, a second confirmation prompt opens.

   Figure 11-15 Confirm Cancelation Prompt

   
   
   
   

   Note: If the customer is not present, the special order cannot be cancelled in register mode. See Oracle Retail Xstore Point of Service Manager's Guide for more information.

   
   

4. Indicate whether to cancel the special order:

   • Click Yes to cancel the special order.

     The special order is canceled and the refund amount is applied to the transaction.

   • Click No to return to the special order without canceling it.