Complete a customer search. If the customer is new, click the Create New Customer link to create a new customer record.

Under Customer Results, in the Cart column, click New. The Order Details page appears.

Note: If the customer has an order in progress, the Cart Action is displayed as Complete.

Add items to the cart using SKU, Product Name, and Catalog searches.

Note: When using the catalog to add items, click Complete Order next to the Cart icon to return to the Order Details page.

A line item may appear under Order Items called Shipping Surcharge in the Order Total section. This extra charge is automatically added to the shipping of some items depending on criteria set by your business, for example, for an oversized item like a kayak. Shipping surcharges are set up in Oracle Commerce Cloud Service administration UI.

Note: If an item with a shipping surcharge is returned, the corresponding shipping surcharge is deducted from the Shipping value under Refund.

There are discounts that may appear under Order Items. These discounts are set up in Oracle Commerce Cloud Service administration UI and appear as a separate line item. If there are any discounts set up and the order data satisfies the criteria, the discounts are automatically applied.

Change the quantity of the items to be purchased by highlighting the number in the Quantity field and edit the number. Once you have edited the quantity, click Update.

Delete items from the cart by clicking the icon to the right of the Quantity field.

Note: Clicking the Delete icon immediately removes the item from the cart.

Enter promotion codes, shipping details, payment details, and any notes pertaining to this order.

Under Shipping Details, do one of the following:

Accept the default address for a current customer.

Click the Address Book button to select a shipping address from those listed or create a new address associated with this customer.

Note: For more information, see the Use the address book section.

Click the appropriate option for Shipping Method.

Note: If no shipping method has been specified or if shipping address is incomplete, an icon appears next to the order values to inform the agent the values are inaccurate. Once the correct shipping details are added, the order values are re-calculated and the icon is removed.

Under Payment Details, if the billing address is the same as the shipping address, select the check box. No other details are necessary. If the billing address is different, clear the check box, and manually enter the shopper’s name, country, address, and contact phone number.

For order payment, under Payment Details, click the Credit/Debit Card or, if enabled, the Gift Card option.

Note: Gift cards only appear as an option if they are enabled as a payment option in Oracle Commerce Cloud Service administration UI.

Note: While the system does allow for PayPal to be used as a payment option, because PayPal requires a user ID and password, agents are not able to use PayPal as an option for order payment when helping a shopper. This is also the case with shoppers using PayU Latam. For more information, see the Understand PayPal use and Understand PayU Latam use sections.

Important: Credit card and gift card information is not stored in the system. Only tokenized transaction references given by the payment gateways are stored. Card information cannot be edited once the order has been placed.

Only one credit card can be used for payment during payment processing. Because of this, the order may eventually end up associated with multiple credit cards if there are multiple amendments to the order.

If necessary, click New Note to add a customer note. This may include, for example, special delivery instructions.

Once all item and customer information has been added to the order, click Place Order.

Note: At this point, the order can either immediately be submitted for fulfillment or, if your company uses a remorse / order hold period, placed on hold in cases where the customer wants to make changes to the order before it is sent on to be fulfilled.