The agent supervisor may encounter situations where, for example, the price of an item changes before the order is shipped, or you want to provide assistance to a shopper due to issues with a previous order.
The price override feature allows an agent supervisor during the remorse period to impose a more favorable price to order items. This feature can be activated or deactivated in Oracle Commerce Cloud administration interface under Agent Settings.
To use price override:
Open the order.
In the Order Items section, click the pencil (Override Price) icon next to the product subtotal amount. The Override Price dialog appears.
Make any changes to the Subtotal and Override Reasons required fields, and click Save.
When the order is placed, and the order is opened for review, under Order Items, next to the subtotal of an item where a price override occurred, an icon is displayed showing the Price Override Reason and the agent who completed the override.
