1. Using Care Experience
  2. Checkout and Submit Order

Checkout and Submit Order

As an agent, you can proceed through the checkout flow and submit the order for fulfillment. Here's what you can do:

  • Capture billing and shipping details.

  • Capture payment through integration with payment gateway.

  • Accept commitment terms.

  • Submit order for fulfillment.

You can continue with the checkout flow after the customer agrees with the options selected and the pricing. Here's the checkout flow:

  1. Click Checkout on the Cart page.

    On the Checkout page, details such as contact information and shipping options are available.

  2. Use Verify Address button for address validation.

  3. Select a Shipping Carrier and a Shipping Method supported by the carrier.

  4. Review Terms and Conditions section and indicate customer agreement.

  5. Click Update Cart to go back to the cart view if required. Make updates and return to the Checkout page.

  6. Payment Options is the next step where you will make the payment.

    Note:

    After payments are made, you can't update the cart.

  7. On the Checkout page, click Create Order.

    You are notified that the order is created along with the order ID for future reference. You can share this information with the customer.

In-Store Pickup

The in-store pickup capability allows the agent to select eligible product items for in store-pickup. During checkout, agents can select in-store pickup for eligible products.If there are any items in the shopping cart with the Smart Phone category, the agent is presented with an option for the customer to pick up those items from a store.

The agent can search for stores which have the items in stock based on postal or ZIP code and distance range, which are then displayed on a map to show the locations and also in the drop-down list. In-store pickup utilizes Oracle Maps to view store locations based on stock availability.

The agent can select the most convenient store for the customer from the map or the drop-down list and see additional details such as the address of the store. After the store is selected, the agent can continue with the checkout process.

Integrated Process Flow with Oracle Retail Order Broker

If there are multiple eligible items in the shopping cart then In Stock status would mean that all the eligible items are available in a retail store. In case of partial availability, the ship to address option is available.

  • Tenant must configure the Oracle Retail Order Broker system endpoint. The solution supports authorization between Oracle Care Experience Contact Center and Oracle Retail Order Broker.
  • Tenant must configure the search mile range and unit (km or miles) for buy online pick in-store flow and specify a minimum and maximum range.
  • Integrate with Oracle Retail Store Inventory Management for availability check and to pick in-store.
  • Agent can use store pickup option for the delivery of the device if there are eligible items in the cart and the integration is enabled.
  • Agent can use the option to search for nearby stores using ZIP code and mile range after selecting the store pickup option.
  • Agent can use mile range search options such as 5, 10, 15, 20, 25, and pick any of the supported range searches.
  • Agent can view the list of retail stores that match the search criteria and have the available stock for the eligible items. Oracle Care Experience retrieves information from Oracle Retail Order Broker application.
  • Agent can view the map of retail stores that are within a range of the specified ZIP code.
  • Agent can zoom in or zoom out on the map to view the surrounding streets and locations for the retail stores.
  • Agent can change the search criteria by entering a different ZIP code. This will refresh the list of retail stores and the retail store map.
  • Agent can pick a store from the search results.
  • Agent can change the retail store selection either before or after the store pick-up confirmation.
  • Agent can select in-store pickup for eligible items in the shopping cart. During the checkout flow, if there are items in the cart that are eligible, the agent is presented with an option for the customer to pick up those items from a store. The agent can search for stores, which have the items in stock and select the required store on behalf of the customer.
  • Note: For details on configuring Oracle Retail Order Broker, see chapter 13 Manage Tenant Configuration of the Implementing Care guide.