In cases where the customer does not have an order in progress, you can create a new order.

Be aware that the workflow for creating a new order is influenced by your environment: single-site or multiple sites.

To create a new order:

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

    For information on creating new customers in a multiple site environment, see the Search for customers section.

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

    In a multiple site environment, the Select Cart link is displayed. Click the link to display a menu from which you can choose to create a new order or select an incomplete order on a particular site.

    If you have a single-site environment, the New or Complete link is displayed. If the customer has an order in progress, the Cart Action is displayed as Complete.

  3. In a multiple site environment, when creating a new order or updating an incomplete order, on the Create Order page, a site picker is displayed. From the menu, you can choose the site to which the order applies.

    The site picker is not displayed when for a single-site environment.

  4. Add items to the cart using SKU, Product Name, and Catalog searches. Once you add an item to the order, in the Order Items section, under the order total, the Schedule Order check box appears. For more information, see the Schedule an Order section.

  5. Once the item is added to the cart, to make any changes to the item variant or modify the add-on products, click the product image or name to display the product details page.

    The system supports backorder and preorder items. Add these items as you would any other items. A notice is displayed on the Create Order page to designate the backorder and preorder status along with the date by which these items are available. Once the order is placed, the notice changes to show the item has been backordered or preordered. For more information, see Using Oracle Commerce Cloud, Customize inventory status messaging section.

    Some base items may also include add-on items (additional items purchased to enhance or modify the base item for sale, for example, warranties and monogramming). While they do possess their own SKU, description, and attributes, these add-on items cannot be purchased separately and are flagged as not for individual sale in the administration UI. Add-on items appear in the same product detail line as the base item. You can view details and edit add-ons dialogues prior to placing the order. Once the order has been placed, you can review the order details, included together in the product line. You cannot return an add-on item separate from the main product.

    Any regular item can also be an add-on product and can be purchased separately as well as an add-on item to any product as long as it is associated to the main product.

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

    You cannot search for items with deactivated SKUs.

    You may see items in the catalog that are listed as having no price associated with them (displayed as Price Unavailable). You cannot add a price unavailable item to a shopper’s cart. Contact your supervisor for details.

    If a product does not have a price available, it is displayed as Price unavailable on the UI and also in the catalog. You cannot add price unavailable items to the cart and proceed with checkout.

  6. To add multiple quantities of an item, click Add from Catalog. From the catalog list, click the link to open the product details page. In the quantity field, enter the quantity number for that item, and click Add to Order.

  7. For items with variants (for example, size and color), to see the in-stock status of different item variant combinations, in the catalog, click the item link to open the product details page. On the page, a table is displayed showing each SKU variant combination along with how many of each product is in stock.

    For example, for a camera whose variants are color (black, blue, gold, and brown) and resolution (14.1, 22.3, and 30.8 megapixels), the list would show how many black, 14.1 megapixel cameras are currently in stock, as well as all the other combinations offered.

  8. If your business uses the CPQ Configurator integration and the item you are adding has been identified as a configurable item, you can click the Configure button to open a frame that allows you to choose between the configurable options associated with the product. Once you have selected the configurable options, click the Add to Cart button to add the configured item to the shopper’s order.

    There is a validation check before the order is processed to ensure that the configuration options selected are valid. If they are valid, the order process completes and the order is placed. If they are not valid, an error message is displayed telling you that the configuration is invalid and that the order cannot be placed.

  9. 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.

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

    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 you delete a product from the order using external pricing, there is no way to recover the product.

  10. 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 the agent. Refer to your business promotion information to determine which promotions are currently valid for BOGO.

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

    Price groups can only be selected during order placing. If your environment is set up for account-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.

    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.

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

  12. 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 administration interface.

    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 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.

  13. 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.

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

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

  15. 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.

    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.

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

    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.

    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.

    If the order results in a zero order total, see the Understand zero payment orders section.

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

    See the Use the address book section for more information.

    For account-based commerce buyers, you cannot add or edit the shipping address as it is set for the account associated with the buyer. This feature may not be enabled in your environment.

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

  18. 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.

    For account-based commerce buyers, you 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.

  19. For order payment, under Payment Details, switch to either single or multiple payments depending on the shopper’s preference. For more information, see the Understand single and multiple payments section.

  20. 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. If the shopper has selected multiple payments, add additional credit/debit cards.

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

    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.

    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.

    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.

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

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

    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.

  23. For orders placed by account-based commerce buyers, if the order total exceeds the buyer’s account level purchase limit, an Approval Required dialog appears. The buyer should be informed of the need for approval.

    Agents cannot approve orders that require approval. This action must be done by approvers with an active status on the account. For more information, see Search for Customers and Orders. For more information, see the Understand account-based commerce approvals section.

For more information, see the Understand the remorse period section.

Once you click Place Order, the order data is immediately saved or persists in the system to avoid situations where order data is lost when a third-party application (for example, a credit card system) is for some reason unsuccessful and the order fails. This functionality eliminates the need to re-do a failed order. Because the order data persists, you can recover the order if necessary.

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