What’s New

In June 2018, Skava released version 7.5 of its Commerce platform. The Order Management Service (OMS) microservice was impacted in the following ways with the 7.5 release:

  • Logs have been set up to register events that can be used by auditors, CSRs, and merchandisers to understand the customer order and product related activities as well as for analytical and auditing purposes.
  • An Admin now has the ability to create and configure a new instance of the OMS microservice such that customers can use OMS with their stores.
  • A well-defined error log is setup for the OMS microservice.
  • Accessing Order Admin (OMS) through a store has been discontinued.
  • The Stores List page is no longer the landing page for OMS.
  • See below for the current Admin User Guide for OMS updated for the Skava Commerce 7.5 release.
  • For details about the technical implementation of the OMS microservice, please see OMS Microservice under the Skava Commerce 7.5 section of this portal.

Introduction

OMS is a microservice in which a customer service representative (CSR) manages the orders placed by end-users. Cart-Checkout is a microservice which is built into the Skava Commerce platform that facilitates managing Cart and Payment pages. This document covers the following functionalities:

  • Managing orders through Skava Commerce
  • Managing Carts and Payments

Intended Users

This document is intended for the CSRs and other users who manage end-user orders, carts, and payments.

Key Terms

Term Definition
Associate Store Representative who creates orders on behalf of the customer
CSR Customer Service Representative
MPOS Mobile Point of Sale
Partner Client using Skava Commerce microservices

OMS Admin Tool

Admins can manage user-specific orders and orders pertaining to a partner in the OMS Admin Tool.

Available Order Statuses in OMS

Status Description
ONHOLD Orders for which payment fail displays an ONHOLD status.
SUBMITTED Orders successfully placed displays a SUBMITTED status.
READYTOEDIT Orders that have just been placed have a READYTOEDIT status. Orders in this status can be canceled.
FREEZEEDIT Orders placed and can no longer be edited displays FREEZEEDIT status.
SUBMITTEDTOFULFILMENT Orders that are submitted to fulfillment displays SUBMITTEDTOFULFILMENT status.
UNABLETOSHIP Products that are not available to be shipped displays UNABLETOSHIP status.
SHIPPED Products that are shipped displays SHIPPED status.
UNABLETODELIVER Products that are not available to be delivered displays UNABLETODELIVER status.
DELIVERED Products that are delivered displays DELIVERED status.
RETURNSUBMITTED Products that are submitted for return displays RETURNSUBMITTED status.
RETURNED Products that are returned displays RETURNED status.
CANCELED Orders that have been canceled, for any reason, displays CANCELED status.

Access the OMS Admin Tool

1. Navigate to the Skava Commerce Log In screen (https://<domain>/mcadmin/v2/login.jsp).
2. Enter Email and Password.
3. Click the LOG IN button.

4. Click on the required Business Instance on the Business landing page and all available microservices for that Business appears.

The business instance landing page appears:

Managing User-Specific Orders

To manage a specific end-user’s orders from Skava Commerce:
1. Search for the end-user, in the User Management page. See the Customers (User) Admin User Guide for more details about managing customers (users).
2. Click View Full Profile from the search results page.
3. Click Order History tab and all orders placed by the end-user, along with order status displays:

Managing All Orders

All orders, irrespective of end-user type, can be viewed from the Manage Orders tab.

Searching Orders

Admins can search for orders based on order ID, email ID, phone number, and ZIP code. Admins also specify the date range of the orders. Orders can be further filtered based on order status.

To search for orders:
1. Enter the order ID, email ID, or phone number option in the orderID/Phone#/EmailID text box.
2. Select the From and To dates.


3. Select the Order Status from the drop-down options.

4. Select the Fulfillment Type from the drop-down options.

Fulfillment Type Description
Physical All products/items ordered from the storefront site are referred to as physical products.
Digital E-gift cards that are purchased from the storefront site are referred to as digital products.
Instore Products/Items that are purchased from the store are referred to as In-store products.
Exchange Products or items that are exchanged are displayed under Exchange fulfillment type.

5. To perform a more advanced search based on city, state, country, and ZIP code, click the Advanced Search button.

6. Enter the required parameters and click the Search button. Orders matching the specified search criteria displays on the screen.

Order Status

The following sections define and describe the available OMS order status codes.

ONHOLD
Orders for which payment has failed displays an ONHOLD status. A CSR can retry payment with the same or new method of payment. CSRs can also cancel the payment.

  • When an order goes to ONHOLD status due to any kind of failure, the system reverts the order status to the previous state depending on the scenario. For example:
  • When an order status changes from FREEZEEDIT to SUBMITTEDTOFULFILMENT the order item information is passed on to a third-party shipping agency. If an error occurs during this process (either in the system or in the third-party application), the order status becomes ONHOLD. Instead of the ONHOLD status, the system changes the status back to FREEZEEDIT from ONHOLD, so that the order can be re-submitted to fulfillment.
  • When an ONHOLD order is reviewed an email is sent to the end-user.
  • Whenever an ONHOLD order is canceled, an email is sent to the end-user stating the reason for cancelation.

Admins can perform the following tasks for orders in ONHOLD status:

  • Revert ON HOLD orders
  • Resend Email
  • Link Order
  • Track Order/Item Progress
  • Clone Order
  • Cancel Order/Item
  • View Activity History
  • View Inventory

SUBMITTED
Orders placed by an end-user displays a SUBMITTED status.

READY TO EDIT
Orders that have just been placed, have a READY TO EDIT status. Admins can perform the following tasks for orders in this status:

  • Resend Email
  • Link Order
  • Track Order/Item Progress
  • Clone Order
  • Cancel Order/Item
  • Check Inventory
  • View Activity History

FREEZE EDIT
Orders that have been placed and can no longer be edited displays a FREEZE EDIT status. Admins can perform the following tasks for orders in this status:

  • Resend Email
  • Link Order
  • Track Order/Item Progress
  • Clone Order
  • Check Inventory
  • View Activity History

READY TO SHIP
Products that are ready to be shipped, displays a READY TO SHIP status.

SUBMITTED TO FULFILLMENT
Orders that are submitted to fulfillment displays the status SUBMITTED TO FULFILLMENT. Admins can perform the following tasks for orders in this status:

  • Resend Email
  • Link Order
  • Track Order/Item Progress
  • Clone Order
  • Check Inventory
  • View Activity History
  • Move Item Status to Shipped

UNABLE TO SHIP
Products that are unavailable for shipment or cannot be shipped for some other reason, displays the status UNABLE TO SHIP. Admins can perform the following tasks for orders in this status:

  • Resend Email
  • Link Order
  • Track Order/Item Progress
  • Clone Order
  • Check Inventory
  • View Activity History

SHIPPED
Products that have been shipped displays the status SHIPPED. Admins can perform the following tasks for orders in this status:

  • Resend Email
  • Link Order
  • Track Order/Item Progress
  • Clone Order
  • Check Inventory
  • View Activity History
  • Move Item Status to Shipped

UNABLE TO DELIVER
Products that cannot be delivered displays the status UNABLE TO DELIVER. Admins can perform the following tasks for orders in this status:

  • Resend Email
  • Link Order
  • Track Order/Item Progress
  • Clone Order
  • Check Inventory
  • View Activity History

DELIVERED
Products that have been delivered displays the status DELIVERED. Admins can perform the following tasks for orders in this status:

  • Resend Email
  • Link Order
  • Track Order/Item Progress
  • Clone Order
  • Check Inventory
  • View Activity History
  • Order/Item Appeasement
  • Submit Return
  • Exchange item

RETURN SUBMITTED
Products that have been submitted for return displays the status RETURN SUBMITTED. Admins can perform the following tasks for orders in this status:

  • Resend Email
  • Link Order
  • Track Order/Item Progress
  • Clone Order
  • Check Inventory
  • View Activity History
  • Accept Return
  • Resend Return Label

RETURNED
Products that are returned are displayed with the status RETURNED. Admins can perform the following tasks for orders in this status:

  • Resend Email
  • Link Order
  • Track Order/Item Progress
  • Clone Order
  • Check Inventory
  • View Activity History

CANCELED
Orders that have been canceled for any reason displays with the CANCELED status. Admins can perform the following tasks for orders in this status:

  • Resend Email
  • Link Order
  • Track Order/Item Progress
  • Clone Order
  • Check Inventory
  • View Activity History

Order Statuses in White Label Build

This section explains the available order statuses in Skava’s White Label build.

Admins can filter and view orders in various statuses:
1. Click the ORDER STATUS drop-down from the ORDER HISTORY page.

2. Select the required status and orders matching the selected status displays:

Note: Order statuses are client-specific, differ from client to client, and are customizable per the client requirement.

Ready to Edit

1. Once an order is placed by an end-user, it displays the status Ready to Edit:

2. Clicking on the item displays the page show below with the following clickable options:

  • CANCEL ORDER
  • REORDER

Canceling an Entire Order or Order Item
1. Click the CANCEL ORDER button and a CANCEL ITEMS pop-up displays:


2. To cancel the ENTIRE order:

  • Select the cancelation reason from the drop-down.
  • Select the cancelation credit option.
  • Click the CANCEL ORDER button.
  • Click Yes to confirm cancelation or NO to stop the order cancelation.
  • Click the OK button on the success confirmation pop-up.

3. To cancel only a PORTION of the order:

  • Select the item to be canceled by selecting the checkbox associated with the item.
  • Select the quantity of items to be canceled.
  • Select the cancelation reason from the drop-down.
  • Select the cancelation credit options.
  • Click the CANCEL SELECTED ITEMS button.
  • Click Yes to confirm cancelation or NO to stop the order cancelation.
  • Click the OK button on the success confirmation pop-up.

Submitted to Fulfillment

1. Once an order is placed successfully, it displays the status Submitted to fulfillment.

2. Clicking on an Order displays the order’s details:

3. Clicking on an Item within the Order displays the item’s details along with the following clickable options:

  • WRITE A REVIEW
  • BUY IT AGAIN

Writing a Review

To write a review for items purchased:
1. Click on the item to be reviewed.
2. Click the WRITE A REVIEW button.

3. Enter the review details and click the POST REVIEW button.

Buying a Product Again

To buy the same product again:
1. Click Buy It Again to be navigated to the product detail page (PDP) for the product.

2. On the PDP, select the desired item Quantity and click the ADD TO CART button.

3. Proceed to Checkout to purchase the item again.

Pending

1. Orders for which payment has failed is displayed with a status Pending. The Order can be reordered or canceled by clicking the REORDER or CANCEL ORDER buttons, respectively.

2. Clicking on an Item within the Order displays the item’s details along with the following clickable options:

  • WRITE A REVIEW
  • BUY IT AGAIN

Shipped

1. Orders that are shipped to the end-user displays the status Shipped.

2. Clicking on an Item within the Order displays an item detail page with the following clickable options:

  • TRACK SHIPMENT
  • WRITE A REVIEW
  • BUY IT AGAIN

Tracking a Shipment

To view order shipment status:
1. Click on Track Shipment on the order details page to be navigated to the shipment tracking page:

2. Enter the Tracking or InfoNotice number.
3. Click Track and the shipment status will display.

Returning an Item or Order

To initiate a return:
1. Click RETURN ORDER and a return modal displays:

2. Select the checkbox associated with the item to be returned:
3. Select a reason for return from the RETURN REASON drop-down.
4. Select the return CREDIT OPTION.
5. Click RETURN CHECKED ITEMS/ RETURN ORDER.

Return Pending

1. Orders that have been returned, but not yet received at the warehouse, displays the status Return Pending.

2. Clicking on the item will display its details page with the following clickable options:

  • WRITE A REVIEW
  • BUY IT AGAIN
  • RETURN LABEL RE-PRINT

Reprinting Return Label

To reprint a return label:
1. Click the RETURN LABEL RE-PRINT button.

2. Click on the PRINT button on the modal to print the label or CANCEL to cancel the print.

Return Received

1. Orders that have been returned and received at the warehouse is displayed with the status Return Received.

2. Clicking on the Item displays item details with the following clickable options:

  • WRITE A REVIEW
  • BUY IT AGAIN

Refund Processed

1. Orders that are received at the warehouse and for which a refund has been processed displays with the status Refund Processed.

2. Clicking on the item displays a page with the following clickable options:

  • WRITE A REVIEW
  • BUY IT AGAIN

Canceled

1. Orders that have been canceled by the customer displays the status Canceled.

2. Clicking on the item displays its items detail page with the following clickable options:

  • WRITE A REVIEW
  • BUY IT AGAIN

Order Lookup

Orders placed by a guest end-user can be viewed via Order Lookup. To lookup and order:
1. Click My Account on the storefront.
2. Select Order Lookup and the LOOK UP ORDER page displays:

3. Enter the required details.
4. Click the LOOK UP ORDER button and the associated order details will display.

Tracking Order Progress

CSRs can track order progress at the order level as well as the order item level. Only CSRs with the /showorderitemtracking privilege can track order and order item progress.

To view order level tracking:
1. Search for the order using order ID and the matching order is displayed.

2. Click Track Order Progress and the Tracking Details page is displayed.

3. Click MATH DETAILS.
The order’s price details such as the items’ subtotal cost, shipping and handling charges, tax, discounted amount, gift discount, and grand total displays:

Tracking Order Item Level Progress

To track order item level progress:

1. Search for the order using order ID and any matching orders are displayed.

2. Click on an order and order details are displayed.

3. Click Track Item Progress and the Tracking Details page is displayed.

4. Click MATH DETAILS.
An item’s price details such as subtotal cost, shipping and handling charges, tax, discounted amount, gift discount, and grand total are displayed:

Linking Order to an User

When a registered end-user places an order as a guest, but then later logs into his or her account, a CSR can link orders placed by the end-user as a guest to the end-user’s registered account, based on email ID or phone number.

Note: Only user roles with the privilege /linkorder can link guest orders to a registered end-user account.

To link a guest order to a registered end-user account:
1. Click Manage Orders from the left navigation panel and the Manage Orders page displays.
2. Enter the order ID and click Search.

3. Click Link Order and the Link dialog box is displayed.

4. Enter the email ID or phone number and click Search and the Link dialog box is displayed:

5. Select the Email ID with which the order has to be linked.
6. Enter Notes, and click OK.
If the end-user’s email ID and phone number match with contact details in the order placed, the order may be linked to the account and a success message is displayed:

7. Click OK.
Note: Once the order is linked to the registered end-user account, an email notification is sent to the end-user notifying them their guest user order has been linked their registered end-user account.

Verifying Linking of Order

To verify if the order is linked to the account:

1. Click User from the left navigation panel to display the User Management page.
2. Search for the end-user using email ID or phone number.
3. Select View Full Profile of the required end-user.
4. Click Order History to display the linked order.

Force Linking an Order

If the email ID or phone number don’t match the contact details of the order placed, a CSR with the /forcelinkorder privilege can force link an order to an email. To force link an order:

1. Click Link Order to display the Link To A Registered User pop-up:

2. Click OK to link the order to the end-user.
Note: The Link To A Account Action is only displayed if the CSR has the /forcelinkorder privilege.

Resending Order Status Emails

A CSR can resend order status to an end-user’s email address, if the CSR has been assigned the /orderitemresendemail privilege.

To resend order status email:
1. Search for the order using order ID and any matching order will be displayed.

2. Click Resend Email to display the Resend Email dialog box.
3. Select the order status for which the email should be resent.
4. The email ID will be auto-filled, but can be modified, if required.
5. Enter Notes and click Send Mail.

6. Once the email is sent successfully, a success message Email sent successfully will display:

Free Gift Appeasement

Associates in each store can be give additional discounts at the time of checkout, even after applying all discounts for an order. Discounts are given via valid Promo Codes. Each associate will be given a discount limit and the discounts beyond the limit can be provided with the help of a manager pin.

Note: Only CSRs with the /orderappeasement privilege can appease an end-user for an order or item.

Order Appeasement

To appease an end-user on an order:

1. Search for the order using order ID and the matching order will display.
2. Click Order Appeasement to display the Appeasement dialog box:

3. Enter the appeasement amount.
4. Select the Payment method from the dropdown.
5. Select the reason for appeasement from the dropdown. Order ID will be autofilled.
6. Enter appeasement Notes.
7. Click Continue to display the Enter PIN dialog box.

8. Enter a unique store manager pin.
9. Click Confirm and a success message will display on successfully appeasement.

Order Item Appeasement

To appease an end-user for an item in an order:

1. Search for the order using order ID and any matching order will display.
2. Click on the order and order details will display.

3. Click Item Appeasement and the Appeasement dialog box will display:

4. Enter the appeasement amount.
5. Select the Payment method from the dropdown.
6. Select the reason for appeasement from the dropdown.
Note: Order ID and Item ID will be selected by default.
7. Click Continue and the Enter PIN dialog box will display.

8. Enter a unique store manager pin.
9. Click Confirm and a success message will display on successfully appeasement.

  • Whatever is set as default payment, irrespective of type (i.e. credit card, debit card, store credit, etc.), when the user credit is added or reversed, it will be credited or debited to/from the default payment.
  • CSRs can also appease an item or order that has already been appeased. Multiple appeasements can be used where the total appeasement amount for all appeasements is less than or equal to the total value of the item or order.

Reverting Order Status

  • When an order is placed on ONHOLD status due to a failure, the system will revert the order status to the previous state depending on the scenario. For example:
  • When an order status changes from FREEZEEDIT to SUBMITTEDTOFULFILMENT when order item information is passed to a third-party shipping agency. If an error occurs during this process (either in our system or in the third-party application), the order status becomes ONHOLD. Now, instead of the ONHOLD status, the system changes the status back to FREEZEEDIT from ONHOLD, such that the order can again be submitted to fulfillment.

Note: Only users with the /approveorder privilege can revert ONHOLD order status.

To revert order status:
1. Search for the order using order ID and select status as ONHOLD from the dropdown options. The matching order will display.

2. Click on the order.

3. Click Approve and the Confirm Action dialog box will display.

4. Select the Fraud Check checkbox.
5. Click Approve and the Order Status Change dialog box will display.

6. Click OK and the order will be reverted to its previous status.

Returning an Item

A CSR, with the /submitreturn privilege, can process an order or order item return if the end-user has purchased the wrong item(s) or if the item(s) don’t meet the end-user’s expectations:

To process an order item return:

1. Search for the order using the desired order ID and the matching order will display.
2. Click on the order to display order details.

3. Click Submit Return and the Submit Return dialog box will display:

4. Enter the item Quantity to be returned.
5. Select the Payment Method from the dropdown.
Note: When an end-user returns an item and chooses the wrong payment method or a payment method other than the original for the refund, the CSR can reverse the refund and put it back on the end-user’s required refund method.
6. Select a reason for the return from the Reason dropdown.
7. Click Submit and the Order Status Change dialog box will display:

8. Click OK and the order status will display the status RETURN SUBMITTED.

9. To view the return label, click Return Label.

10. To resend the label to the user’s email, enter notes, and then click Resend.

11. Click OK on the label resend confirmation modal.

Accepting Returns

An item will be considered returned only once it is accepted by a store associate.

Note: Only a CSR with the /acceptreturn privilege can accept returns.

To accept a return:

1. Click Accept Return and the Accept Return dialog box will display.

2. Select the quantity to be return from the dropdown and click Submit to display the Order Status Change dialog box.

3. Click OK and the order status will be changed to RETURNED.

Cloning an Order

If an end-user wishes to buy more of the same items previously purchased, s/he can request that a CSR to clone the previous order. The CSR can clone the order and add the required number of items to the end-user’s cart or bag.

To clone an order:

1. Search for the desired order using order ID and the matching order displays:

2. Click the Clone Order button to navigate to the Add to Bag page.

Note: The CSR will be logged into the end-user’s account from which the order was cloned.
3. To increase the quantity of an item, click the icon next to the quantity.
4. Add any other items the end-user desires to the cart.
5. Click the Secure Checkout button to checkout.

Viewing Activity History

To view activity history for an order:

1. Search for the desired order using its order ID and the matching order will display.

2. Click View Activity History and the Activity History Details will display.

Canceling an Order

Admins can cancel orders in ONHOLD, READY TO EDIT, SUBMITTED TO FULFILMENT, and READY TO SHIP statuses.

To cancel an order:
1. Search for the desired order using order ID and the matching order will display.
2. Click Cancel Order and the Cancel Order Confirmation dialog box will display:

3. Select the reason for cancelation from the dropdown.
4. Enter any applicable notes.
5. Click Submit and a success message will display:

6. The order will be moved to CANCELED status.

Canceling an Order Item

To cancel an item from an order, you can follow the steps below:

1. Search for the desired order using its order ID and the matching order will display.
2. Click anywhere on the order and the order details will display.

3. Click Cancel Item and the Cancel Order Confirmation dialog box will display:

4. Select the reason for cancelation from the dropdown options.
5. Enter any appropriate notes.
6. Click Submit and a success message will display:

7. Click OK and the item will be moved to CANCELED status.

Moving Order Item Status to Shipped

A CSR can move and order item to SHIPPED status from SUBMITTEDTOFULFILMENT status. To move order item status to SHIPPED:

1. Search for the desired order using its order ID and the matching order will display.
2. Click anywhere on the order and the order details will display.

3. Click Move Status To Shipped and the Confirmation dialog box will display:

4. Enter any appropriate notes and Click OK.
5. A success message will display:

6. The order status will be changed to SHIPPED.

Moving Item Status to Delivered

The CSR can move order item to DELIVERED status from SHIPPED status.

To move order item status to DELIVERED:

1. Search for the desired order using its order ID and the matching order will display.
2. Click anywhere on the order and the order details will be displayed.

3. Click Move Status To Delivered and the Confirmation dialog box will display:

4. Enter notes and click OK and a success message will display.

5. The order status will be changed to DELIVERED.

Viewing Delivery Document Details

To view delivery document details:

1. Search for the order using order ID and the matching order will be displayed.

2. Click on the order and the order details will display.

3. Mouse hover on the delivery document number link and delivery document details will display.

Viewing User Profile Details

To view end-user profile details:

1. Search for the desired order using order ID and the matching order will display.
2. Click on the link displayed below Order Placed to navigate to the Profile tab of the User Management page.
3. Profile details for the associated end-user will display:

Viewing Inventory Details

To view product inventory details, such as available quantity, backorder quantity, etc.:

1. Click Clone Order/View Site to navigate to the client’s application.

2. Navigate to the PDP page and select a SKU.

3. Click Check Inventory and the Inventory Details dialog box will display including the product’s available quantity, backorder quantity, and display status:

Exchanging SKU Item

When a wrong SKU item is delivered to an end-user, the CSR can accept the return of the wrong SKU item from the end-user and deliver the correct SKU in exchange.

Note: Only CSRs with the /exchangeorderitem privilege can exchange a wrong SKU item.

To exchange a SKU item:

1. Search for the desired order using its order ID and select status as DELIVERED from the dropdown options and the matching order will display.

2. Click on the order and the order details will display.

3. Click Exchange and the Item Exchange dialog box will display.

4. Enter the SKU ID, title, size, color, and description.
5. Select The merchant shipped the wrong item as the reason from the Exchange dropdown.
6. Click Continue and the Order Status Change dialog box will display.

7. The returned/ exchanged SKU item will be displayed with a status RETURNSUBMITTED.

8. The new SKU item that will be shipped will be displayed in the same order with a status FREEZE EDIT.

Viewing Payment Information

A CSR can view the order payment details such as billing address, payment information, payment type, and payment amount. To view payment details:

1. Search for the desired order using its order ID and the matching order will display.

2. Click on the order and order details will display.

3. Click Payment Information and Payment Details dialog box will display:

Viewing Site as a Guest User

A CSR can navigate to client’s application on behalf of a guest end-user using the View Site feature. To view the site as a guest end-user:

1. Click View Site at the top right side of the right panel to navigate to the client application:

Viewing Refund Details

The CSR can view the refund details of a returned order. Details such as refund method, amount and confirmation code will be displayed. To view refund details:

1. Search for the desired order using its order ID and the matching order will display.

2. Click on the order and the order details will display:

3. Mouse hover on REFUNDED and the refund information will display:

Note: For payments made using cash at a MPOS, refunds are provided with cash.

Viewing Discontinued Products

To view discontinued products:

1. From the Manage Orders page, click View Site to be navigated to application.
2. Click the click here link as highlighted in below to be navigated to the PIM page where the CSR can search for discontinued products.

OMS Privileges

A user role must be assigned privileges to use or administer the OMS Admin Tools. Below is the list of available privileges for the OMS microservice.

Privilege Description
/submitorder Allows submitting an order.
/createupdateshipment Allows creating or editing a shipment.
/submitreturn Allows submitting an order/item for return.
/acceptreturn Allows accepting a return.
/getorder Allows retrieving all orders.
/CancelOrderOrItems Allows canceling an order/item.
/checkFraud Allows skipping fraud check.
/freezeOrders Allows freezing orders.
/submitToFulfilment Allows submitting orders to fulfilment.
/HandleInStoreAndDigitalFulfilment Allows handling instore and digital fulfilment.
/linkorder Allows links guest orders to a registered account.
/forcelinkorder Allows force linking of guest orders when the email ID or phone number of the guest order doesn’t match with a registered account.
/migrateorder Allows migrating orders.
/exchangeorderitem Allows exchanging order items.
/updateorderprop Allows updating order properties.
/updateorderitemprop Allows updating order item properties.
/getformattedservertime Allows fetching formatted server time.
/viewallorder Allows viewing all orders.
/usermgtexchangeorderitem Allows exchanging order items from User Admin.
/showorderitemtracking Allows tracking order/item progress.
/printlabel Allows printing return label.
/orderitemresendemail Allows resending order status mails.
/approveorder Allows approving an ONHOLD order.
/viewmanageorder Allows viewing and managing orders.
/showorders Allows viewing orders.
/orderappeasement Allows appeasing a user for an order.
/updatereturnable Allows updating return items.
/acceptsubmitreturn Allows accepting returns.
/updatestatustoshipped Allows moving status to Shipped for a Ready to Ship order.
/updatestatustodelivered Allows moving status to Delivered for a Shipped order.
/orderitemreturnablereversal Allows reversing
/appeasement Allows appeasing a user.
/ordermailresend Allows resending order status mail.
/updatepaymentitemprop Allows updating payment item’s otherproperties field based on CyberSource fraud check callback call.
/revertfulfilmentstatus Allows reverting to fulfilment status.
/viewuser Allows viewing user profile details of users who placed the order.
/usermgtgetorderhistory Allows viewing user’s order history from User Admin.
/usermgtrevertfullfillmentstatus Allows reverting fulfilment status from User Admin.
/usermgtcancelorder Allows canceling an order from User Admin.
/usermgtlinkordertouser Allows linking orders to user from User Management.

Cart and Payment

Cart and Payment microservices are built into the Skava Commerce platform. Customer Service Representatives (CSRs) can manage cart and payment details of a user after navigating into the User Admin service, and then on clicking the View Full Profile of a user. For more details, see Customers (User) Admin User Guide.

In the Cart tab, a CSR can:

  • View all the products that the customer intend to buy
  • Remove a product from the cart page
  • View the overall price of all the products

In the Payment tab, a CSR can:

  • View the listed payment instruments
  • View the default payment method for which the end-user opted. ‘To make payment for the listed items in the Cart page, the customer checkout in the Cart page and uses the default payment method.’

Managing Cart and/or Payment

To manage cart and/or payment for an end-user:

1. In the User Management page, search the end-user by 1) Email, Phone Number, or First Name; 2) Last Name; or 3) ZIP code # or City.

Note: To search for active users only, select the Only Search Active Users checkbox.

2. Press Enter key on the keyboard and end-users matching the specified search criteria will display.

3. Click the View Full Profile link for the desired end-user.

4. Click on the Cart or Payment tab to manage them:

  • Cart to display products that the end-user has added to the cart. The CSR can view the product details, remove a particular product, view the accumulated price of all products, or view the price of each item.
  • Payment to display payment instruments available to the end-user. The CSR can view the payment instruments that the end-user intends to make payment for purchasing products.

Adding Payment Card Details

A CSR can add payment card details for an end-user in the Payment tab.

To add payment card:
1. Click the Payment tab and the Add Payment button.

2. The Add New Payment dialog box will display. Specify First Name, Last Name, Card Number, Expiration Date, and Billing Address.

3. Click the button.
4. The newly added card will be displayed in the Payment tab and it can be made the default card by selecting the radio button associated with it. To delete the card, click the Delete associated with the card.

 

 

Revision History
2020-03-30 | AM – Minor copyedit.
2019-06-23 | PLK – Content uploaded.
2019-06-15 | PLK – Page created.