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.

If your business uses a system that externally prices items (for example, with shoppers bidding on items), items may already be included in the Order Items section. Notes are provided explaining the quantities covered by the external price. Anything beyond that quantity are priced at list price. For example, up to 5 items listed at the external price of $90.00, with each additional item listed at the list price of $100.00.

An agent cannot add an item and give it an external price. However, if the item appears in the shopper’s order with an external price, the agent can change the quantity to reflect the shopper’s request.

Important: When dealing with externally-priced items included in the Order Items section, use extreme caution with the Delete Product button located to the right of the quantity field. If the agent deletes a product from the order using external pricing, there is no way to recover the product.

For BOGO (Buy One, Get One) promotions—which may include other similar purchasing combinations, for example, buy two, get one free—the free items are not added to the order automatically, but must be added manually by either the shopper or agent. Refer to your business promotion information to determine which promotions are currently valid for BOGO.

If your storefront uses multiple price groups, from the menu, select the appropriate price group. Multiple price groups can have same currency.

Important: Price groups can only be selected during order placing. If your environment is set up for accounts-based commerce functionality, customers logged in see only the prices of the price list group associated with their contract. The menu option for selecting other price list groups is not displayed.

Note: When setting up a shipping method, merchants can specify an associated price group or region. Depending on the configuration, the shipping method may change based on the shipping region and price group of the order. For example, selecting a US shipping address and price group might provide a free shipping method while other addresses and price groups may not. Select the correct address and price group combination to ensure the order totals are correct for the shopper.

Note: For accounts-based commerce shoppers, the price group is associated with the contract and addresses are associated with the account. Therefore, the agent cannot edit either of these. This feature may not be enabled in your environment.

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 interface.

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 interface 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.

If the system has been set up for agent supervisors to complete item price overrides during order creation, a pencil icon appears to the right of the item.

Note: Once the order is placed, on the order details page, an information icon provides details about the person who made the change as well as the reason.

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

Note: Coupons can be set up for use on an unlimited, limited, or one-time basis, and a single coupon code can apply multiple promotions to the order. Coupon codes are entered under the Promotion Summary section when creating an order. If a one-time or limited-use coupon is used beyond its limits, a notice appears explaining the code has already been used. For more information, see Understand coupons and gifts.

Note: If your storefront uses multiple currencies, promotions can be associated with a price group as well. The details are shown in the Promotion Summary section, except when the applied coupon is not configured for the selected price group. Messages are shown only when the applied coupon is valid for the order.

For information on shipping items, see the Understand shipping section.

Note: See the Use the address book section for more information.

Note: For accounts-based commerce shoppers, the agent cannot add or edit the shipping address as it is set for the account associated with the shopper. This feature may not be enabled in your environment.

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.

For orders sent to a single address, 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 orders sent to multiple addresses, use the Billing Address menu to select the appropriate address.

For more information, see the Understand shipping section.

Note: For accounts-based commerce shoppers, the agent can only choose from the shipping and billing addresses listed as they are set for the account associated with the shopper. This feature may not be enabled in your environment.

For order payment, under Payment Details, click the Credit/Debit Card or, if enabled, the Gift Card option and/or the Cash (also known as Deferred Payment) option. Your business may also allow the use of invoices (purchase orders) as a payment option.

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

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.

Note: The Cash (Deferred Payment) option only appears if your system is set up to accept cash payments. The Cash option can be configured to appear for specific countries. For valid shipping countries, once the order is successfully placed, it is sent to the fulfillment system after any applicable remorse period.

Cash orders can only be amended and any increase in the total cost of the order must be paid for using cash.

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 business 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.