| Oracle® Retail Xstore Point of Service Manager's Guide Release 19.0 F25016-03 |
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| Oracle® Retail Xstore Point of Service Manager's Guide Release 19.0 F25016-03 |
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An Oracle Retail Order Broker Cloud Service (formerly Locate) transaction allows a store to sell an item that is not in stock and to direct another location to fulfill and ship the customer's order to a specified location. The menu options described here allow you to manage these orders.
After Order Broker is configured for your store, use the Order options to maintain the order. A store can only see orders initiated in the store and orders downloaded to the store for sourcing or pick up.
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Note: Refer to the chapter Order Broker Transactions in the Oracle Retail Xstore Point-of-Service User Guide for more information about Order setup. |
If your store has been assigned as the source to fulfill an Order Broker order, you need, to ship the items to the customer. If the Order Broker order was created in your store, you can use these options to track the progress of the order as it is processed.
Use the Order Status Report to view detailed information about orders based on user- selected criteria. This report includes details about the Order Broker order themselves (ORDER section), the purchasing customer information (CUSTOMER section), as well as details about the items that are on the order (ITEMS section).
Use the Unfulfillable Items Report and Order Status Report to track orders and follow up with customers.
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Note: Refer to the Oracle Retail Xstore Point-of-Service Reports Guide for details about these reports. |
This chapter contains the following sections:
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Note: To view status information about new orders you must have a touch-screen or a mouse. The additional information, as shown below, is view-only. |
Oracle Retail Xstore Point-of-Service periodically checks for orders to be fulfilled. If there are orders to be fulfilled by this location, you will see a message in the message bar indicating the number of new orders pending fulfillment by this store.
Click/select the message bar to view the New Order Statistics window:
Unfulfillable Orders: The total number of new orders based on the order line statuses of Accepted, Polled, or Reserved. See Order Status Values. The following statistics are subsets of Total New Orders:
Ship Orders: The number of orders waiting to be shipped from this store.
Customer Pick Up Orders: The number of orders to be picked up in this store.
Items Awaiting Pick: The number of items that must be set aside for the orders.
Average Order Age: The average age of the orders awaiting fulfillment, in days and hours, or minutes.
Oldest Order Age: The age of the oldest order awaiting fulfillment, in days and hours, or minutes.
Unfulfillable Orders: The number of orders that cannot be filled. When an order is rejected and cannot be filled at another location, the status becomes unfulfillable.
Orders can have the following status values:
Open: At least one item in the order has a status of: New, Polled, Accepted, or In Transit.
Ready for Pick Up: All items are in reserved or received status (can also include canceled item).
Ready to Ship: This is applicable only for customer delivery, transfer pickup, or delayed pickup (pickup from this store). All items must be reserved, or some items are reserved and some canceled.
Complete: The order has been completed and the customer is in possession of their items.
Canceled: All items are canceled.
Unfulfillable: All items are unfulfillable or a mix of unfulfillable and canceled. Unfulfillable items are those that have been rejected by the store assigned as the source for the item and Order Broker cannot find another source store.
Order items can have the following statuses:
New: Indicates the item has been added to the order.
Polled: Indicates the source/fulfilling location got the item request.
Accepted: Indicates the source location has confirmed it can satisfy the order request.
Reserved: Indicates the item has been put aside for the customer at the source/fulfilling location.
In Transit: Indicates the item has been shipped.
In Transit Polled: Indicates the store in which the customer is to pick up the product has acknowledged that the items are in transit and is expecting the order.
Received: Indicates the item has been received in the store.
Fulfilled: Indicates the item has been picked up/delivered.
Canceled: Indicates the item has been canceled.
Rejected: Indicates the source location has rejected the order and the item is sourced from another location. The status of the order becomes unfulfillable.
Unfulfillable: Indicates the item has been rejected and an alternative location could not be determined.
Store fulfillment can:
be done at the order level whereby the store accepts or rejects the whole order
be done at the item level whereby a store can accept or reject specific items from an Order Broker order to fulfill
accept a quantity of an item from an Order Broker order to fulfill so the order is partially fulfilled.
To fulfill an order or specific items of an order, select Customer from the Back Office Main Menu.
Select Order Options from the Customer menu.
At the Order Options menu, select Order Worklist, then press Enter to display a list of orders to be fulfilled by this store.
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Note: The orders shown in the Order Worklist are the orders that require action: either fulfillment, or rejection if you cannot fulfill the request.Depending on your store configuration (set in SystemConfig.xml), delivery orders may be listed before customer pickup orders. |
Select an order from the Order Worklist and then select one of the following:
Table 16-1 Order Worklist Options
| Option | Description |
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Accept Order |
Accept the order and go to the Accept Order step. See Accept Order |
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Accept All Orders |
Accept all orders. |
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Print Pick List |
Prints a single pick list for all accepted orders. |
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Scan Pick List Items |
Only shown if Enable Pick Slip Scanning configuration is enabled. This option displays a scannable pick list rather than printing a paper pick slip. Items to pick/reserve can be scanned or entered manually. |
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View Selected Order |
View additional information (see View Selected Order). |
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Important: The Action column may indicate "Under Review." When the order is under review, you cannot accept or reject items. The customer can, however, cancel the order.If you select Accept All Orders a prompt displays indicating orders under review will not be changed. If you select Accept Order a prompt displays indicating the order is under review. |
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Note: Orders that are still pending beyond a specified age threshold are shown in red text in the list. In the examples shown above, any orders that have been pending for 4 days or more are flagged. |
View Selected Order displays the Order maintenance screen.
The following information is displayed on this screen:
Table 16-2 Order Maintenance Screen Components
| Component | Description |
|---|---|
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1. Static Area |
Contains the type of order, Customer Name, order number, age information, and reference number. The order number is the number provided by the system that requested/originated the order. The reference number is an optional value that identifies the order. It is the order ID appended with last order line sequence number. The status displays on the far right. See Order Status Values for status definitions. Order Type values include the following:
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2. Order Information |
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3. Customer Information |
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4. Order Totals |
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5. Item Information |
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Select an option from the menu to process the order: Check Inventory, Accept Order, Pick/Reserve Order, Un-reserve Order, or Reject Order.
To verify you have enough stock on hand to fulfill an order:
Select Check Inventory menu option. The Order Inventory Levels form shows the item quantity ordered and the current quantity on hand.
Press Enter to close the form.
To Accept an order or specific items on an order:
At the Order Maintenance screen, select the specific items or for the entire order, select Accept Order.
At the confirmation prompt, select Yes to accept the order.
At the Order Accepted prompt, press Enter to continue.
After accepting an order, the items need to be retrieved and put aside. When picking items for an order, the screens shown are dependant on your stores configuration.
To display a scannable pick list rather than printing a paper pick slip, Enable Pick Slip Scanning must be enabled and the Scan Pick List Items option is shown at the bottom of the Order Worklist screen. Continue with Scan Pick Slip Items.
If the Enable Pick Slip Scanning setting is not enabled, the pick slip is printable from the Order Worklist screen or automatically printed when the order is accepted. Continue with Picking/Reserving an Order.
Using the virtual pick list, items to pick are scanned from a list on a mobile device. If needed, the items can be entered manually if the barcode is unreadable. Scanning items ensures the items being set aside, for order fulfillment, are the exact items required. This functionality replaces the printed pick list from automatically printing upon Order Acceptance. The option to print a pick list is still available if desired by selecting the Print Pick List option from the Order Worklist.
At the Order Worklist, select the order and select Scan Pick List Items.
If your store is configured to disallow the splitting of an order line where there are multiple quantities into multiple order lines, a warning message that their store does not allow fulfilment of partial line orders. Confirm you have the quantities required for line items before scanning.
On the mobile device scan each item as it is picked. As items are scanned, the Quantity of that item goes down.
Continue scanning each item until all items have been scanned. When the required quantity of the item has been scanned, the item is removed from the list.
If the item does not scan, select Manual Entry and enter the ID of the item.
If an item is scanned or entered that does not belong to an order, a warning message is shown. Select OK to continue.
The pick slip is printable from the Order Worklist screen (see Figure 16-5 and Figure 16-6) or automatically printed when the order is accepted.
To Pick/Reserve items on an order
At the Order Worklist screen, select the order to pick/reserve.
At the Order Maintenance screen, select the specific items or for the entire order, select Pick/Reserve Order. If you cannot fulfill the order for some reason, you can reject the order at this point. See Reject Order for more information about rejecting an order.
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Note: The Pick/Reserve Order menu option is only available after you accept the order.If the Under Review field indicates yes, the Accept Order, Reject Order and Pick/Reserve Order buttons are grayed out. |
If your system has the Scan Items Prior to Adding to Transaction setting configured, the items display in a list to scan from to confirm they are the correct items.
If your system does not have the Scan Items Prior to Adding to Transaction setting configured, collect the items and continue at step 5.
Scan the items from the list. The items will be marked Reserved and can be shipped or ready for customer pickup.
If the item does not scan, select Manual Entry and enter the ID of the item.
If an item is scanned or entered that does not belong to an order, a warning message is shown. Select OK to continue.
After all items for the order have been scanned or manually entered, select OK at the prompt.
The items will be marked Reserved and can be shipped or ready for customer pickup.
For Delivery type orders, use the Ship Order function to complete the order delivery process. See Shipping an Order.
For other Order types, the Order status is updated to Ready for Pickup.
To un-reserve an order:
Since the order has been accepted it will no longer appear in the Order Worklist. From the Back Office main menu, select Customer \ Order Options \ Order Maintenance.
Enter the search criteria and select Process.
If more than one order is returned, select the order you wish to modify and press Enter.
Select Un-reserve Order.
The order status changes to Open and the Item Status changes to Accepted.
When you reject an order or specific item in the order, it changes the order status to open sends it back to the Order Broker where another source/fulfillment location is determined.
At the Order Maintenance screen, select specific items or for the entire order, select the Reject Order menu option.
At the Reject Order confirmation prompt, select Yes to reject the order.
If prompted, select a reject reason code.
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Note: This order is sent back to the Order Broker where another source/fulfillment location is determined. If a source location is not found, the order status becomes unfulfillable. It may take a few minutes for the status to change from Open to Unfulfillable.If the order is unfulfillable, you will want to cancel it and refund the customer. Orders are cancelled through the Register, see the Oracle Retail Xstore Point-of-Service User Guide. |
For Delivery type orders, select the Ship Order menu option to ship the items. Oracle Retail Xstore Point-of-Service creates the Shipping Document for this order. This option is only available at the order sourcing location when the status of the items on the order is Reserved.
At the Order Maintenance screen, select the Ship Order menu option.
When prompted, select Yes to confirm you want to ship the order.
When prompted, select Yes to print a shipping label.
If prompted, enter the total weight for the shipment and select Process.
When prompted whether to accept the shipping method chosen when the order was set up, perform one of the following steps:
To accept the shipping method selected during order setup, press Enter and go to step 6.
To change the shipping method selected during order setup, select Override Shipping Method, select a shipping method from the list and press Enter.
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Note: The Override Shipping Method option is controlled by security. You are prompted for Manager override if you do not have the required level of security to perform this function as indicated by the Security Override icon shown here. |
Print the shipping label. If the shipping carrier's label cannot be printed for any reason, you can print a label manually by following the prompts for label location selection and printing.
If prompted, enter the tracking number for the shipment and select Process.
If prompted, to print a packing slip for the shipment, select Yes to print the packing slip.
Oracle Retail Xstore Point-of-Service returns to the Order maintenance screen. The status for each item is updated to either In Transit if the order is being shipped to another store or Fulfilled if the order is being shipped directly to the customer.
If an Order Broker order was created in your store, you can use the following steps to track the progress of the order as it is processed.
To maintain/view an order, select the Customer option from the Back Office Main Menu.
Select the Order Options option from the Customer menu, then select the Order Maintenance option from the Order Options menu. See Figure 16-4.
At the Order Search form, enter the search criteria needed to find an order:
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Tip: To find all pending orders for fulfillment, select the Open Order Status value as the search criterion. |
Order ID - The order identifier number.
Last Name - The customer's last name.
First Name - The customer's first name.
Phone - The customer's phone number.
Order Date - The date the order was set up.
Order Status - See Order Status Values.
At the Order Search results list, select an order and press Enter.
The system displays the Order maintenance screen. See Order Maintenance Screen for details.
If you do not use the Oracle Retail Xstore Point-of-Service Back Office receiving module to receive items, select the Allocate Items menu option at the Order maintenance screen to automatically mark the item as received and ready for pickup. This allocation process performs all the Order Broker updates, local status updates, and customer e-mailing rules typically performed by the Oracle Retail Xstore Point-of-Service receiving module, and moves ON_HAND inventory to the ORDER bucket for allocation purposes.
The Allocate Items menu option is only be available when the following conditions are true:
Your system is not set up to auto-generate receiving documents
The order type is either Transfer Pickup or Web Pickup
This is the store where the order is to be picked up
The items on the order have a status of In Transit
To allocate items, select the Allocate Items menu option at the Order maintenance screen.
When prompted, select Yes to confirm you want to receive the item(s). The system updates the item status to Received and the order status is updated to Ready for Pick Up.
