How does the Order Management System (OMS) work?

About this article

One of the modules of NextChapter is the OMS. In the NextChapter platform, orders and shipments can be managed efficiently to ensure streamlined order processing and customer service. 

Introduction

Below is an overview of the functionalities for managing orders and shipments in NextChapter.

You will find this part in the platform under the Order Management tab.

Please note: the actions below are manual actions. Depending on your situation, for example whether you have an integration with PostNL or DHL, statuses are automatically updated, emails are automatically sent, refunds are automatically carried out, and so on. We write down generic cases here.

The article below follows the structure of Order Management as you see it in NextChapter. We describe the explanation per section, starting with Orders, followed by Allocations, Pick Lists, and so on.

Orders

These paragraphs discuss the "orders" section within Order Management.

You will see various tabs for each order. We discuss these tabs below.

Order overview
After an order has been placed on the webshop, it will be displayed in the Order management > Orders section.

Here you will see tabs with different order statuses, such as "Awaiting payment" or "Awaiting shipment". Depending on the status, an order is subdivided into this. All orders are always listed under the "all" tab.

 
Order detail page / when you open an order
By clicking on an order you will go to the order detail page. The order is also divided into tabs.

Below we explain per tab what you can do with it.

1. General

Here you can see an overview of this specific order. Here you can see the status, customer details, which products have been ordered and for what amount, delivery details, payment details, and so on.

Under "order processed" you can see whether the order has been successfully sent to, for example, your ERP (if applicable).

You can also adjust the billing and delivery address here and view any comments from the customer.

2. Articles

Here you will find the items that have been ordered in an order. You can also cancel items here, or see which items (for example in the case of a partial delivery) have not been shipped and which have.

3. Allocations

Do you use order allocation? Then you can see here to which stock locations the shipments have been allocated, including the status.

4. Pick lists
If you use pick lists, you will find the products + location of your warehouse here where you can pick your products. You can also immediately adjust the status of a product here as soon as you have done something with the product.

5. Shipments (order lines)
An order consists of one or more shipments, depending on, among other things, the number of stock locations you use.

• Shipment status: not shipped
  This overview shows shipments that have not yet been sent. Shipments can be searched by shipment and order number. The number of packages can also be adjusted.
• Shipment status: shipped
  This tab shows shipped shipments. Packing slips and picking lists can be downloaded. Shipments can also be canceled.
• Orderstatus
  There are different order statuses. The order status will only change to "shipped" when all shipments within that order have been completed.
  
  
  

Als je op een zending klikt zie je de zendingen detail pagina.
Hier kun je o.a. de track and trace code / URL invullen van elke zending (handmatig) of de url zien die we vanuit jouw logistieke systemen importeren. Dit is handig voor de klantenservice om te zien waar een pakketje is.

Handmatig kun je hier acties ondernemen zoals de zending handmatig op verzonden zetten (knop "verzenden"), op verzonden zetten en de klant een e-mail sturen dat het pakketje onderweg is (knop "verzenden & e-mail sturen"), voormelden en meer. In veel gevallen zijn deze processen geautomatiseerd en hoef je dit niet handmatig te doen.

6. Invoices

With every order you will find the debit invoice that belongs to the order here as standard. Including the invoice status.

You can also create a credit invoice here, for example because money needs to be refunded due to a complaint, damaged item, etc. You only create a separate credit invoice if it concerns money that needs to be refunded without a return product in return.

(more about returns later in this article)

You can never be credited with more than the amount initially paid for the order.

7. Return requests
If the NextChapter return registration portal has been implemented in your shop, the registered returns will be visible in the tab. This allows you to see how many and which returns are expected.

These are returns that your customers have registered online.

A return notification is not the same as an actual return. In theory, the actual returned items may differ from the registration.

A return report is therefore intended to gain a global insight into the expected return flow.

If a return is processed (see point 8), the status of the pre-notification will automatically change to 'completed'.

8. Returns

Here you can create a return (provided it is not imported into your process by an external system).

Here you can, among other things:

• Select the correct products for return
• Indicate the return reason (manageable yourself via the OMS)
• whether the stock needs to be updated
• By default, a credit invoice is created for the return, unless you uncheck the box "Link credit invoice".
• For information about refunds called "refunds".
• whether shipping costs must be refunded
• By default, the full amount of the item will be returned. You can correct this in the "correction" field if desired.

  to immediately send the customer a notification by email that the return has been created.

• The email text for this notification can be managed via Content > Site content > Email texts.

9. Refunds

To carry out a refund, a credit invoice must always be created against the original (debit) invoice. In most cases, a return precedes a refund (see section "returns") and returns and refunds are therefore linked. A separate credit invoice may also have been created for an amount to be repaid (see "invoices").

There are different ways to carry out the refund (= pay back the customer).

This depends on how it is set up for you.

1. Fully automatic: as soon as a credit invoice is created (manually or via a return), the amount is refunded via the payment provider.
2. Semi-manual: the refunds are sent to the payment provider periodically (e.g. once a day), so that you can still approve them before rejecting them.
3. Manually: you always approve the refunds manually before they are sent to the payment provider and paid out.

You can also see the status of existing refunds under refunds.

10. Memo
Memo is intended for taking internal notes. The customer does not see this.

11. E-mails

Via Emails you can send this specific customer an email about this specific order.

You will not use this often in practice, because all transactional flows - such as order confirmations, status updates, etc. - are fully automated. If necessary, you can type your email specifically here and send it to the customer.

The email is sent from the email address of your webshop. Any answers will therefore also be received there. (

There is no inbox within NextChapter.)

This is a summary of order and shipment management in the NextChapter platform. It offers detailed capabilities to process orders efficiently and ensure customer satisfaction