order status flow chart
TRANSCRIPT
Order Status Flow Chart
Davendra Maharaj
04/14/2016
Order Status:
Quote
Pending
Clearing
Backorder
ed1
Review
On Hold
Waiting
Held-to-complete
Released
Backorder
ed2
Warehouse
Review (thought process)
- Table of Contents -
Order Status:
Quote
Customer places order over the phone
CSR places the order as a “Quote” in OMX
Order is now in the “Quote” order status
Order will go into “Pending” status if:
Order Status:
Pending
Customer places order
Order will go into “Pending” status if:
One address & AVS = Y, X, D
Previous customer w no account flags
Yahoo store give no errors
Order is under $75
CSR places order manually
OMX will try to charge CC
CC DECLINED
CC APPROVED
Order moves to “warehouse” status
OMX sends CC decline email
OMX changes status to “Pending - declined” status
Order Status:
Clearing
Customer places order
Order will go into “clearing” status if:
No response from CC Company
Charge is declined
Charge is invalid
Electronic communication error
CSR or OMX retry’s charge
CC DECLINED
CC APPROVED
Order moves to “warehouse” status
OMX sends CC decline email
OMX changes status to “Pending - declined” status
Order Status:
Backordered
Customer places order
Any item on the order is backordered
Order will go into “ backordered ” status if:
When all items on order are back in stock, OMX will charge CC
CC DECLINED
CC APPROVED
Order moves to “warehouse” status
OMX sends CC decline email
OMX changes status to “Pending - declined” status
Order Status:
Review
Customer places order
Has a confirmed fraud address (James)
Order will go into “ review ” status if:
Has a confirmed fraud email (James)
AVS = G, N, NNN, or S
AVS = A & total is < $150
Order contains flagged item code/product (James)
Order shipping method is anything other than “Ground” delivery
Order contains ORM-D item & is shipping to flagged location
International Order
The order will stay in “review” status until it is manually released by a CSR
Order Status:
Review (thought process)
Flagged: BAD DEBT
First time ordering
Ordering expensive product
Shipping to a FL, NJ, NY address
Using @outlook.com email address
Billing/Shipping name or address matches
Multiple ordering within days of each other
AVS = Y, X, or D (approved/match)
Overnight or Priority shipping
Shipping international
Release Order , charge card if:
CC DECLINED
CC APPROVED
Send AVS email. Release, then HOLD order if:
Billing/Shipping name or address doesn’t match
Send CC decline email
Move on to next order
HOLD order
When we receive a response back
Charge with CCV#
CC APPROVED
CC DECLINED
Send decline email, HOLD order fwd to Manager for release
Double-check customers order history
Order Status:
On Hold
Customer places order
CSR releases order from review/pending,
Order will go into “ on hold ” status if:
CSR places the item(s) on hold (manually)
An order never goes into “ on hold” status automatically. CSR must do it manually
Reasons why a CSR would put an item/order on hold:
To have out of stock items held & in-stock items shipped
Possible fraud order
Per customer request
Awaiting payment
Providing warehouse with instructions first
Order Status:
Waiting
Customer places order
Auto-ship that has yet to ship
Order will go into “ waiting ” status if:
Customer specified a date when placing order with CSR
Customer called/chat/emails advising CSR to move an order already placed
Order Status:
Held-to-complete
Customer places order
There is 1 or more backordered item s on the order
Order will go into “Held-to-complete ” status if:
Order Status:
Released
Customer places order
There is an open balance on the order
Order will go into “ released ” status if:
Order Status:
Backordered2
Customer places order
Any item on the order is backordered with special flag from purchasing
Order will go into “ backordered 2 ” status if:
When all items on order are back in stock, OMX will charge CC
CC DECLINED
CC APPROVED
Order moves to “warehouse” status
OMX sends CC decline email
OMX changes status to “Pending - declined” status
To remove an order from “backordered” status, the item (s) in question must be held or cancelled .
Order Status:
Warehouse
Customer places order
Order is fully paid , with no items held
Order will go into “ warehouse ” status if:
Daily warehouse purge of ” pending” status items/orders
CSR Manager manually processes the order
Warehouse (Evelyn) reships an order (reprint)
Once an order is in “warehouse” status, you cannot stop or modify it; unless you have the physical invoice.