[ADD] eCommerce: Handling orders

Adding a page on handling orders for the eCommerce doc, and removing
older pages. Forward to master.

closes odoo/documentation#3766

Taskid: 3214065
X-original-commit: f6fa482087
Signed-off-by: Aarab Tom (toaa) <toaa@odoo.com>

content/applications/finance/payment_providers.rst

@@ -452,4 +452,4 @@ payment method... What best suit your needs.
    - :doc:`payment_providers/razorpay`
    - :doc:`payment_providers/sips`
    - :doc:`payment_providers/stripe`
-   - :doc:`../websites/ecommerce/shopper_experience/payment_providers`
+   - :doc:`../websites/ecommerce/checkout_payment_shipping/payments`

content/applications/sales/sales/products_prices/prices/pricing.rst

@@ -143,4 +143,4 @@ orders and in your eCommerce catalog. To do so:
 .. seealso::
 
     * :doc:`currencies`
-    * :doc:`/applications/websites/ecommerce/maximizing_revenue/pricing`
+    * :doc:`/applications/websites/ecommerce/managing_products/price_management`

content/applications/websites/ecommerce.rst

@@ -25,6 +25,4 @@ products and increase your average cart sizes.
 
    ecommerce/managing_products
    ecommerce/checkout_payment_shipping
-   ecommerce/taxes
-   ecommerce/shopper_experience
-   ecommerce/maximizing_revenue
+   ecommerce/ecommerce_management

content/applications/websites/ecommerce/ecommerce_management.rst

@@ -0,0 +1,10 @@
+:nosearch:
+
+====================
+eCommerce management
+====================
+
+.. toctree::
+   :titlesonly:
+
+   ecommerce_management/order_handling

content/applications/websites/ecommerce/ecommerce_management/order_handling.rst

@@ -0,0 +1,112 @@
+==============
+Order handling
+==============
+
+When a customer orders on your eCommerce, there are **three** record types required to be handle in
+Odoo:
+
+- :ref:`Sales orders <handling/sales>`;
+- :ref:`Delivery orders <handling/delivery>`;
+- :ref:`Invoices & legal requirements <handling/legal>`.
+
+.. _handling/sales:
+
+Sales orders
+============
+
+Order and payment status
+------------------------
+
+The first step when a customer adds a product to his cart is the creation of a quotation. Orders can
+be managed either from the **Website** or :doc:`Sales </applications/sales/sales>` app. eCommerce
+orders can automatically be assigned to a specific sales team by going to :menuselection:`Website
+--> Configuration --> Settings`. In the **Shop - Checkout Process** section, select a
+:guilabel:`Sales Team` or :guilabel:`Salesperson` to handle eCommerce orders.
+
+.. image:: order_handling/handling-salesteam.png
+   :align: center
+   :alt: Assignment of online orders to a sales team or salesperson
+
+Orders can be found under :menuselection:`Website --> eCommerce --> Orders/Unpaid Orders`. Each
+order goes through a different status:
+
+- **Quotation**: a new product is added to the cart, but the customer has *not* gone through the
+  checkout process yet;
+- **Quotation sent**: the customer has gone through the checkout process and confirmed the order,
+  but the payment is not yet confirmed;
+- **Order**: the customer has gone through the checkout process, confirmed the order, and the
+  payment is received.
+
+.. image:: order_handling/handling-status.png
+   :align: center
+   :alt: Statuses of eCommerce orders
+
+Abandoned cart
+--------------
+
+An **abandoned cart** represents an order for which the customer did **not finish** the checkout
+confirmation process. For these orders, it is possible to send an **email reminder** to the
+customer automatically. To enable that feature, go to :menuselection:`Website --> Configuration -->
+Settings` and in the :guilabel:`Email & Marketing` section, enable :guilabel:`Automatically send
+abandoned checkout emails`. Once enabled, you can set the **time-lapse** after which the email is
+sent and customize the **email template** used.
+
+.. note::
+   For abandoned cart emails, the customer must either have entered their contact details during the
+   checkout process; or be logged-in when they added the product to their cart.
+
+.. _handling/delivery:
+
+Delivery orders
+===============
+
+Delivery flow
+-------------
+
+Once a quotation has been confirmed, a delivery order is automatically created. The next step is to
+process this delivery.
+
+Packing eCommerce orders usually requires picking the product, preparing the packaging, printing the
+shipping label(s) and shipping to the customer. Depending on the number of orders, strategy, or
+resources, those steps can be considered as one or multiple actions in Odoo.
+
+An automatic email can be sent to the customer when the transfer status in Odoo is “done”. To do so,
+enable the feature in the settings of the
+:doc:`Inventory </applications/inventory_and_mrp/inventory>` app.
+
+.. note::
+   If customers are allowed to pay when picking up their order in stores or by wire transfer, the
+   quotation is **not** be confirmed and the stock is **not** be reserved. Orders must be confirmed
+   manually to reserve products in stock.
+
+.. seealso::
+   - :doc:`/applications/inventory_and_mrp/inventory/shipping/operation/invoicing`
+   - :doc:`/applications/inventory_and_mrp/inventory/shipping/operation/labels`
+   - :doc:`/applications/inventory_and_mrp/inventory/shipping/operation/multipack`
+
+Returns and refunds
+-------------------
+
+Customers can only return an order through an online form. It may not be possible to return products
+depending on the return strategy or type of product.
+
+Full refunds can be directly sent to customers from within the order interface. A refund-compatible
+payment provider needs to be enabled first.
+
+.. seealso::
+   - :doc:`/applications/sales/sales/products_prices/returns`
+   - :doc:`/applications/services/helpdesk/advanced/after_sales`
+   - :doc:`/applications/finance/payment_providers`
+
+.. _handling/legal:
+
+Invoice and legal requirements
+==============================
+
+The final step of an ecommerce order is to generate the invoice and send it to the customer.
+Depending on the type of business (B2B or B2C), an invoice can either be generated automatically
+(B2B) or on demand of the customer (B2C). This process can be automated if (and when) the online
+payment is :ref:`confirmed <handling/sales>`.
+
+To automate invoicing, go to :menuselection:`Website --> Configuration --> Settings` and in the
+:guilabel:`Invoicing` section, enable :guilabel:`Automatic Invoice`.

content/applications/websites/ecommerce/maximizing_revenue.rst

@@ -1,12 +0,0 @@
-:nosearch:
-
-===================
-Maximize my revenue
-===================
-
-.. toctree::
-   :titlesonly:
-
-   maximizing_revenue/reviews
-   maximizing_revenue/pricing
-   maximizing_revenue/promo_code

content/applications/websites/ecommerce/maximizing_revenue/pricing.rst

@@ -1,37 +0,0 @@
-================================
-Adapt prices to website visitors
-================================
-
-This section sheds light on pricing features found in the eCommerce app:
-
-* force a price by geo-localization,
-
-* let the customer choose the currency.
-
-As a pre-requisite, check out how to managing product pricing:
-:doc:`/applications/sales/sales/products_prices/prices/pricing`).
-
-Geo-IP automatically applies the right price
-============================================
-
-Assign country groups to your pricelists. That way, visitors who aren't
-logged in yet will get their own currency when landing on your website.
-
-Once logged in, they get the pricelist matching their country.
-
-Currency selector
-=================
-
-In the case that you sell in several currencies, you can let your customers choose
-their own. Check the *Selectable* box to add the pricelist to the website drop-down menu, which
-can be found in *Pricelists* under the *Products* menu, located in the Website application.
-
-.. image:: pricing/website_pricelist_select.png
-   :align: center
-   :width: 50 %
-
-.. seealso::
-
-  * :doc:`/applications/sales/sales/products_prices/prices/pricing`
-  * :doc:`/applications/sales/sales/products_prices/prices/currencies`
-  * :doc:`promo_code`

content/applications/websites/ecommerce/maximizing_revenue/promo_code.rst

@@ -1,43 +0,0 @@
-=======================================
-How to create & share promotional codes
-=======================================
-
-Want to boost your sales for Xmas? Share promocodes through your marketing campaigns
-and apply any kind of discounts.
-
-Setup
-=====
-
-* Go to :menuselection:`Sales --> Settings` and choose
-  *Advanced pricing based on formula* for *Sale Price*.
-
-* Go to :menuselection:`Website Admin --> Catalog --> Pricelists` and create a new
-  pricelist with the discount rule (see :doc:`pricing`).
-  Then enter a code.
-
-.. image:: promo_code/promocode.png
-   :align: center
-
-* Make the promocode field available on your *Shopping Cart* page (option in
-  *Customize* menu). Add a product to cart to reach it.
-
-.. image:: promo_code/promocode_publish.png
-   :align: center
-
-Once turned on you see a new section on the right side. On clicking *Apply* prices get
-automatically updated in the cart.
-
-.. image:: promo_code/promocode_web.png
-   :align: center
-
-The promocode used by the customer is stored in the system so you can analyze the
-performance of your marketing campaigns.
-
-.. image:: promo_code/promocode_backend.png
-   :align: center
-
-+ Show sales per pricelists...
-
-.. seealso::
-
-  * :doc:`pricing`

content/applications/websites/ecommerce/maximizing_revenue/reviews.rst

@@ -1,59 +0,0 @@
-===============================
-How to enable comments & rating
-===============================
-
-Publishing and monitoring customer experience will help you gain the trust
-of new customers and better engage with your community. In 2 clicks, allow
-your customer to share their feedback!
-
-.. image:: reviews/comment_post.png
-   :align: center
-
-Setup
-=====
-
-Activate comments & rating from the *Customize* menu of the product web page.
-
-.. image:: reviews/comment_setup.png
-   :align: center
-
-.. note::
-    Visitors must log in to share their comments. Make sure they are able to
-    do so (see Portal documentation).
-
-Review the posts in real time
-=============================
-
-Whenever a post is published, the product manager and all the product followers
-get notified in their Inbox (*Discuss* menu).
-
-.. image:: reviews/comment_new.png
-   :align: center
-
-.. note::
-    By default the user who created the product is automatically set as follower.
-
-Click the product name to open the detail form and review the comment (in the
-product discussion thread).
-
-.. image:: reviews/comment_inbox.png
-   :align: center
-
-Moderate & unpublish
-====================
-
-You can easily moderate by using the chatter, either in the product detail form
-or on the web page.
-
-To unpublish the post, open the product web page and click the *Published* button
-to turn it red (*Unpublished*).
-
-.. image:: reviews/comment_unpublish.png
-   :align: center
-
-..tip::
-    You can access the web page from the detail form by clicking the *Published*
-    smart button (and vice versa).
-
-.. image:: reviews/comment_webpage.png
-   :align: center

content/applications/websites/ecommerce/shopper_experience.rst

@@ -1,11 +0,0 @@
-:nosearch:
-
-========
-Get paid
-========
-
-.. toctree::
-   :titlesonly:
-
-   shopper_experience/payment_providers
-   shopper_experience/portal

content/applications/websites/ecommerce/shopper_experience/payment_providers.rst

@@ -1,62 +0,0 @@
-=========================================
-Manage orders paid with Payment Providers
-=========================================
-
-The moment a payment is officially authorized by a Payment Provider, Odoo *automatically* confirms
-the order, which triggers the delivery. And, if you invoice based on ordered quantities, you are
-requested to invoice the order, as well.
-
-Let’s take a closer look at how to manage orders paid with Payment Providers.
-
-Checking the status of a payment
-================================
-
-To check the status of a payment, go to :menuselection:`Website --> Orders --> Orders`. Then, simply
-click on the order you wish to check on.
-
-Once you are on the Sales Order page, you will find the payment is confirmed with an automatic note
-in the *Chatter*.
-
-.. image:: payment_providers/chatter-transaction.png
-   :align: center
-   :alt: payment is confirmed in the chatter of sales order
-
-If the user decides to create an invoice, the payment is directly reconciled. This note in
-the *Chatter* includes a link to the Payment entry, which contains various details about the
-transaction, along with a link to the related Journal Entry.
-
-.. image:: payment_providers/transaction-info.png
-   :align: center
-   :alt: page with details surrounding the specific transaction
-
-.. note:: Specific messages are provided to your customers for every
-   payment status whenever they are redirected to Odoo after the transaction.
-   To edit these messages, go to the *Messages* tab of the payment
-   method.
-
-Automatically generate invoices at order
-========================================
-
-When the order is confirmed, you can also choose to have an invoice automatically issued
-and paid. This fully-automated feature is designed for businesses that invoice
-orders right away.
-
-To do automatically generate invoices at order:
-  - Go to :menuselection:`Website --> Configuration --> Settings --> Invoicing`.
-  - Then, under the **Invoicing Policy** option, select *Invoice what is ordered*.
-  - Then activate *Automatic Invoices* and *Save*.
-
-.. image:: payment_providers/automatic-invoice.png
-   :align: center
-   :alt: example of automatic invoice
-
-Capture payment after the delivery
-==================================
-
-If the provider handling the payment is configured to capture amounts manually, the order is
-confirmed, but the amount is kept on hold. Once the delivery is processed, you can capture the
-payment from the related Sales Order.
-
-.. seealso::
-   - :doc:`../../../finance/payment_providers`
-   - :ref:`Payment Providers: Place a hold on a card <payment_providers/features/manual_capture>`

content/applications/websites/ecommerce/shopper_experience/portal.rst

@@ -1,38 +0,0 @@
-===============================================
-How customers can access their customer account
-===============================================
-
-It has never been so easy for your customers to access their
-customer account. Forget endless signup forms,
-Odoo makes it as easy as ABC.
-They are suggested to sign up (name, email, password) when the order
-is placed, and not before.
-Indeed, nothing is more annoying than going through a signup process
-before buying something.
-
-Sign up
-=======
-
-The invitation to sign up shows up when the customer wants to visualize
-the order from order confirmation email.
-
-.. image:: portal/portal_odoo_signup.png
-   :align: center
-
-Customer account
-================
-
-Once logged in the customer will access the account by clicking *My Account*
-in the login dropdown menu.
-
-.. image:: portal/portal_link.png
-   :align: center
-
-THere they find all their history. The main address (billing) can also be modified.
-
-.. image:: portal/portal_menu.png
-   :align: center
-
-.. note::
-    If the customer is set as a contact of a company in your address book,
-    they will see all the documents whose the customer belongs to this company.

content/applications/websites/ecommerce/taxes.rst

@@ -1,13 +0,0 @@
-:nosearch:
-
-=============
-Collect taxes
-=============
-
-.. toctree::
-   :titlesonly:
-
-   ../../finance/accounting/taxation/taxes/default_taxes
-   ../../finance/accounting/taxation/taxes/fiscal_positions
-   ../../finance/accounting/taxation/taxes/taxes
-   ../../finance/accounting/taxation/taxes/taxcloud

content/applications/websites/website/publish/multi_website.rst

@@ -267,7 +267,7 @@ Then, go to :menuselection:`Website --> Products --> Pricelists` to create addit
 You can also choose to have a pricelist available *only* on a specific website.
 
 .. seealso::
-   :doc:`../../ecommerce/maximizing_revenue/pricing`.
+   :doc:`../../ecommerce/managing_products/price_management`.
 
 .. image:: multi_website/multi_website07.png
   :align: center

redirects/16.0.txt

@@ -23,6 +23,7 @@ applications/websites/ecommerce/getting_started/product_page.rst applications/we
 applications/websites/ecommerce/shopper_experience/payment_acquirer.rst applications/websites/ecommerce/shopper_experience/payment_providers.rst # payment_acquirer -> payment_providers
 applications/websites/ecommerce/maximizing_revenue/upselling.rst applications/websites/ecommerce/products/cross_upselling.rst                    # /maximizing_revenue/upselling -> /products/cross_upselling
 applications/websites/ecommerce/maximizing_revenue/cross_selling.rst applications/websites/ecommerce/products/cross_upselling.rst                # /maximizing_revenue/cross_selling -> /products/cross_upselling
+applications/websites/ecommerce/shopper_experience/payment_providers.rst applications/websites/ecommerce/checkout_payment_shipping/payments.rst  # /shopper_experience/payment_providers -> /checkout_payment_shipping/payments
 
 # developer/howtos