This page provides Business administrators a user guide for the Order microservice for the Infosys Equinox platform.
Getting Started
Overview
The Order microservice (“Order”) allows:
- Order Managers to review customer orders made on the Business’ storefront.
- Customer Service Representatives (CSR) to manage customer orders on their request.
As with all microservices in the Infosys Equinox Commerce solution, Order is associated with a store managed through the Store microservice.
For a detailed overview of the Order microservice, see Order Microservice.
Service Glossary
- Business – the parent of a store or set of stores. The basic use of a business is to manage common sets of users, catalogs, and other services for the stores associated with the business.
- Business Admin – a role that manages business settings, creates and manages stores, and enables microservice(s) for a business.
- Collections – configure the behavior of the microservices by providing a set of properties that control the behavior of the microservice when launched.
- Customer – a consumer or buyer on the Business’ storefront or retail website.
- Fulfillment – the process of picking items from the warehouse, packing, and shipping (distributing) to consumers.
- Late Return Fee – This fee is charged to the customers based on the return window. Based on the return window duration, a late return fee (a percentage based fee or fixed fee) is calculated and deducted partially or fully or no deduction if the item is returned within the window. The return window is configurable in the collection properties of Cart service. This charge is not applicable to the newly added items to the cart.
- Omni-channel – a multichannel approach to sales that seeks to provide consumers with a seamless shopping experience, whether shopping online (on a desktop or on a mobile or tablet device), by telephone, or in person at a physical store (https://searchcio.techtarget.com/definition/omnichannel).
- Product – a good/service/idea that has a combination of tangible and intangible attributes and can have multiple variants which are referred to as stock-keeping units (SKUs). In Infosys Equinox Commerce, the consumer/buyer evaluates a product (e.g. a men’s dress shoe available in black and brown and in sizes from 10 to 15), but actually purchases a SKU associated with the product (e.g. a black colored version of the dress shoe in size 12) rather than the product itself.
- Purchase Order – The purchase order is a payment method that a buyer chooses to make a payment against the order placed in a B2B scenario. In the CSR flow, where a CSR tries to place an order on behalf of the buyer user, the CSR can choose the “PO” as a payment method and provide a PO number to complete the payment.
- Restocking Fees – This fee is charged to the customer for restocking the items back to the inventory.
- Store – represents a specific physical location or online store of a business.
- Stock Keeping Unit (SKU) – a particular variant of a product that is available for purchase by a consumer or buyer.
- Storefront – consumer-facing website that presents products, content, and promotions across multiple channels (i.e. desktop, tablet, and mobile).
Accessing the Order Console by an Admin User
To access the Order Admin console,
- Log in to the Foundation service for your business (URL provided by Infosys Equinox):
- Click the Orders option from the StoreOps menu:
You will see the Total Orders page showing all the orders of the store.
Order Functionality Overview
Getting Started | Total, In Progress, Failed, Back Orders
In the Order console, an order admin or CSR admin can perform any of the following functionalities:
- view orders of all the customers irrespective of the order status
- view the orders that are in progress and not yet fulfilled
- view failed orders, back orders, cancelled orders, replaced, exchanged, reconciled orders
- navigate to a particular to view the order, shipping, payment, and product details
- track an item of an order
- update the status of an order
- return, replace, exchange, reconcile item(s) on behalf of a customer
- add notes to the order
Total, In Progress, Failed, Back Orders
Order Functionality Overview | Returned Orders
In the Orders tab, you can:
- view the total orders of the store irrespective of the status
- view the in progress orders that are not yet fulfilled
- view the failed orders
- view back orders
The order categorization tabs such as Total Orders, In Progress Orders, Failed Orders, and Back Orders are configurable via the collection property “orderCategorizationTabs”. For more information, see Collection Properties – Order.
Total Orders
After navigating to the Order console, the Total Orders page is the landing page where you can view all the orders irrespective of the status. By default, it displays the total number of orders for 6 months period till the current date. However, you can use filter to specify your own date range.
As an order admin or CSR admin, you can filter and navigate to a particular order to view the order details, notify the customer via email about the orders details with a note information, or send order confirmation email to the customer.
To view the total orders, click Orders in the left navigation panel and then click the Total Orders tab. Here, you can click a particular order to view the order details.
Note: To filter and view the required orders, click 
, select the required search criteria, and then click the Go button. The list of orders matching the search criteria are displayed.
In Progress Orders Tab
The In Progress Orders page shows the list of orders that are placed, but not yet fulfilled to the customers. By default, it displays the orders that are in progress for a period of 6 months till the current date. However, you can use filter to specify your own date range.
As an order admin or CSR admin, you can filter and navigate to a particular in progress order to view the order details, notify the customer via email about the orders details with a note information, or send order confirmation email to the customer.
To view all the in progress orders, click Orders in the left navigation panel and then click the In Progress Orders tab. Here, you can click a particular order to view the order details.
Note: To filter and view the required orders, click , select the required search criteria, and then click the Go button. The list of orders matching the search criteria are displayed.
Failed Orders Tab
The Failed Orders tab displays the orders that are failed and cannot be fulfilled to the customers. For example, it could be due to some technical reasons, payment related issues (card expired or insufficient balance in that card), unsuccessful delivery, incorrect billing information provided during checkout, etc.
Viewing All Failed Orders
To view the failed orders, click Orders in the left navigation panel, and then click the Failed Orders tab. Here, you can click a particular order to view the order details.
Note: To filter and view the required orders, click , select the required search criteria, and then click the Go button. The list of orders matching the search criteria are displayed.
Back Orders Tab
The Back Orders tab displays the back orders of all the customers. The back orders are listed in this tab when the item is temporarily out-of-stock in the storefront, but still the customer places the order. This tab appears in the Orders’ Overview page, when the following properties are configured in the Order Admin console:
- store property “enableBackOrder” is set to True as additional property in the Stores > Advanced tab
- back order is defined in the collection property “orderCategorizationTabs”. For more information, see Collection Properties – Order.
To view the back orders, click Orders in the left navigation panel, and then click the Back Orders tab. Here, you can click a particular order to view the order details.
Note: To filter and view the required orders, click , select the required search criteria, and then click the Go button. The list of orders matching the search criteria are displayed.
Returned Orders
The Return tab lists the orders that are submitted for returning the item(s) by a CSR on behalf of customers. The item is returned for one of the following reasons: if the item is defective, the item doesn’t meet their expectations, bought/received the wrong item, etc. The item(s) can be returned at the order/item level.
To view the list of orders that are submitted for returning the order or order item(s), click the Return tab in the left navigation panel. You can click a particular order to view the order details.
Note: To filter and view the required orders, click , select the required search criteria, and then click the Go button. The list of orders matching the search criteria are displayed.
Cancelled Orders
Returned Orders | Exchanged Orders
The Cancelled Orders tab lists the orders that are submitted but cancelled by the CSR or Admin on behalf of the customers. A reason is associated while cancelling the order.
Note: The cancelled order will not be fulfilled to the customer.
To view the cancelled orders, click the Cancelled Orders tab in the left-navigation panel. Here, you can click a particular order to view the order details.
Note: To filter and view the required orders, click , select the required search criteria, and then click the Go button. The list of orders matching the search criteria are displayed.
Exchanged Orders
Exchanged Orders | Replaced Orders
You can view the orders that are submitted for exchanging the item(s). The exchange flow is initiated when a wrong SKU item is delivered to the customer. A CSR can accept the return of the wrong SKU item and deliver the right SKU. The item(s) can be exchanged at the order/item level.
The Exchange tab appears in the left-navigation panel as per the configurations defined in the collection property “AdditionalLeftNavOptions”. For more information, see Collection Properties – Order.
To view orders that are submitted for exchange, click the Exchange tab in the left-navigation panel. Here, you can click a particular order to view the order details.
Note: To filter and view the required orders, click , select the required search criteria, and then click the Go button. The list of orders matching the search criteria are displayed.
Replaced Orders
Replaced Orders | Reconciled Orders
The Replace tab lists the orders that are submitted for replacement. A CSR initiates replacing item(s) with an identical or another item(s) on behalf of a customer if the item received by the customer is defective, damaged or for any other reasons. The item(s) can be replaced at the order/item level.
The Replace tab appears in the left-navigation panel as per the configurations defined in the collection property “AdditionalLeftNavOptions”. For more information, see Collection Properties – Order.
To view the list of orders that are submitted for replacing the order or order item(s), click the Replace tab in the left navigation panel. Here, you can click a particular order to view the order details.
Note: To filter and view the required orders, click , select the required search criteria, and then click the Go button. The list of orders matching the search criteria are displayed.
Reconciled Orders
The Correction tab lists the orders that are placed for reconciliation of the item(s) at the order/item level in the inventory. A CSR initiates replacing item(s) with an identical or another item(s) on behalf of a customer if the item received by the customer is defective, damaged or for any other reasons. The item(s) can be replaced at the order/item level.
The Correction tab appears in the left-navigation panel as per the configurations defined in the collection property “AdditionalLeftNavOptions”. For more information, see Collection Properties – Order.
To reconcile the item(s) in the inventory, click the Correction tab in the left navigation panel. Here, you can click a particular order to view the order details.
Note: To filter and view the required orders, click , select the required search criteria, and then click the Go button. The list of orders matching the search criteria are displayed.
Revision History
2022-11-07 | JP – Updated the document for Release 8.12.0
2022-04-10 | JP – Fixed link and http issues.
2020-12-30 | HM – Updated the document for images for 8.11.0.
2020-05-25 | JP – Updated the document for Release 8.8.0.
2020-03-28 | AM – Minor copyedit.
2020-01-31 | JP – Updated the document for Release 8.6.0.
2019-11-29 | JP – Revamped the document.
2019-09-13 | JP – Updated contents for September 2019 release.
2019-07-22 | JP – Updated contents for July 2019 release.
2019-06-10 | PLK – Minor copyedits.
2019-05-08 | Ananthi – Fixed the link issues.
2019-05-04 | PLK – Updated TOC links and page formatting.
2019-01-23 | PLK – Content uploaded. TOC and links added.
