Can I create an order for a customer?

About this article

In this article we will tell you how to create an order for a customer via the OMS.

Introduction

Most orders are made by the customer himself in the webshop. In some cases it can also be useful if your customer service can support the customer in placing or finalising the order. For example, if you are on the phone with a customer and you want to place the order from a customer service perspective. Or because the customer calls you for an high quantity request or a support question about a product. Nothing is more convenient than placing the (concept)order immediately. The customer is serviced quickly and the conversion is finalised.

How does it work?

The NextChapter OMS (Order Management System) contains an overview of all orders from your channels. For example, from your webshop(s). You can also manually add orders for existing customers with an account. (In the future this will also be possible for customers without an account).

This means that you yourself create an order in the OMS for a customer that you're on the phone with, for example. First you create a concept (draft) and later you convert it into a final order.
When it's a final order, the customer will receive an email with a payment link. After payment the proces is exactly the same as for webshop orders: the customer receives an order confirmation per email.
The order then enters the regular flow of order management and fulfilment. The order will be placed among all other orders in the OMS and will be shipped according to your regular process.

Steps in OMS

• You find these feature at Order Management > Orders > Concepts.
   
• Klik op Add
• Name the concept order and save (this is the name you will see in the OMS. The customer does not see this name)
  
• 5 tabs appear. These are the simple steps you go through to create the order.
• Tab General: This is the name you just chose and saved.
• Tab Customer: Loop up the customer for whom you want to place an order. Here you will find all customers who have an account on your webshop. You can search by name and email address, among other things. Select the desired customer and save.
  
• Tab Address: the address of the selected customer is automatically shown here.
  You have the option to choose a different billing or delivery address, similar to what the customer can do when purchasing online.
  If the address is correct, you do not need to do anything and you can continue to the next step.
• Tab Products: Here you select the products the customer wants to buy. You can search by product name, or part of it, but also by EAN or article number, for example.
  You can also delete your article in case you want to.
  The products tab is basically the shopping cart that you're putting together for the customer.
• If productpromotions are active you will see this directly in the product overview. Discount per product is shown.
  Cartpromotions that require a promotional code can not yet be processed. (This option will follow in a later stage)
  
• Tab Delivery method: there are 2 options: Delivery at home (delivery address from the order) or pick up at store.
• Once you've gone through all tabs, you can double check everything with the customer. If everything's correct and the customer agrees with the order, you convert the concept into a real order.
  To do so, you press the "convert" button.
  The order is now a real order and you'll see the order has an order number now.
• The order is an offical order, including order number, in the OMS.
  Your order now is shown in the OMS order overview at Order Management > Orders > Overview.
  The order status is "waiting for payment".
• The customer receives -once the concept is converted to an order and therefore definitive- automatically an email with a paymentlink. The customer can pay with iDEAL (Netherlands) and Bancontact (Belgium). As soon as the customer pays, they receive the order confirmation incl. invoice via email + the order status changes to "waiting for shipment". The order can be shipped via your regular fulfilment process.
• The text in the email with the payment link can be managed at all email texts, at Content > Site Content > E-mailtexts > "Payment link".