A Sales Order can be created in many ways. You may have customer service agents place an order over the phone, you might receive a fax from a long time client, a Customer may place an order on your website, or someone might walk into your store and purchase items in person. Regardless of how it's made, a Sales Order goes through many of the same processes on it's journey from initial purchase to arriving in the hands of your customer.

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States

Sales Orders have several states in Cohub that determine how and what will happen to that order.

Pending

The initial state of any Sales Order. Examples include:

  • An order created through the admin backend that has not yet been placed
  • A cart created by someone on your online Store that they haven't completed

Placed

A 'placed' order is ready to be packed up and sent to your Customer. Examples include:

  • A cart that someone has completed and is now ready to be processed
  • An order input by a customer service agent and/or finalized on behalf of a Customer
  • If you sell on Amazon, an order placed on your Amazon store that is awaiting fulfillment
  • An order that was previously marked 'In Review' and has been approved as a valid order

In Review

Cohub will attempt to determine the likelihood that an order is fraudulent based on several factors. Using MaxMind, a fraud score is assigned to each order and orders with a fraud score above .3 will be sent to 'In Review', where they will remain until either approved or denied by a living, breathing human being. By default, Cohub assumes a risk limit of .3, but you may adjust this up or down if you'd rather be more lenient or strict.

Examples of orders sent to 'In Review' include:

  • An order with a fraud score above the risk limit
  • An order manually determined to be risky
  • An order placed by a customer who is 'past due' on their account
  • An order placed by a customer who has previously placed a fraudulent order
  • An order with a shipping cost greater than or equal to the subtotal of the order and placed by a customer who uses a free email service
  • An order that contains a 'high risk' Product

If approved, a Sales Order will return to the 'placed' state.

Cancelled

An order can be cancelled if it's current state is one of 'placed', 'in review', 'partially back ordered', or 'back ordered.'

Completed

After an order has been completely shipped, meaning there are no items left to be sent to the Customer, it will become 'complete.' At this point, no further changes may be made to the order.

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Let's say a Customer places their own order using your online Store. They pick their items, proceed to the checkout page, provide a shipping address, billing and payment information, place their order, and a Sales Order is born.

Once placed, the Customer will receive an Order Confirmation email and Cohub will determine which of your Locations is best suited to fulfill and ship the order. A Shipment will be generated and will appear in the list of Shipments awaiting fulfillment. The items will be picked and packed, and you'll create a Package (or Packages for a large Shipment!), choose a shipping rate and service, print your shipping label(s) and await pickup from your Carrier. Once the Shipment is marked 'Ready to Ship', your Customer will be sent a tracking email. At this point, payment for the Sales Order will be captured and your Inventory will be automatically adjusted.

During this process, the Sales Order remains editable so that you can make any necessary changes before the order actually leaves its shipping Location. Once all Shipments for a Sales Order have been marked 'Shipped', the Sales Order is considered 'complete.'

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Now if you run a retail operation, you may be confused by all this talk about Shipments. Fear not! A Sales Order has an order origin, which is determined by how the order was placed. A Sales Order placed through the Cohub admin backend has an order origin of 'admin', an order placed through your online Store has an order origin of 'ecommerce', and an order placed in a retail store has an order origin of 'retail.'

Retail orders have a more streamlined life cycle. No Shipment is created for a Retail Order, and there are no intermediate states that an order might exist in between 'pending' and 'completed.' You simply add items to the order via a search or barcode scan, collect payment, and complete the order. Inventory is immediately deducted upon completion.

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