[IMP] ecommerce: order handling
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Donatienne (dopi)
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@ -909,7 +909,7 @@ After configuring the Peruvian :ref:`electronic invoicing <peru-accounting-setti
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the following configurations for the **eCommerce** flow:
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- :ref:`Client account registration <checkout-sign>`;
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- :ref:`Automatic invoice <handling/legal>`;
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- :ref:`Automatic invoice <ecommerce/handling/legal>`;
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- :doc:`../../websites/ecommerce/products`: Set the :guilabel:`Invoicing Policy` to
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:guilabel:`Ordered quantities` and define the desired :guilabel:`Customer taxes`.
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- :doc:`../payment_providers`;
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@ -2,111 +2,118 @@
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Order handling
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==============
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When a customer orders on your eCommerce, there are **three** record types required to be handle in
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Odoo:
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In Odoo's eCommerce workflow, every purchase generates **key documents** to ensure smooth order
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processing from start to finish:
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:ref:`Sales orders <ecommerce/handling/sales>` upon order confirmation,
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:ref:`Delivery orders <ecommerce/handling/delivery>` to manage picking, packaging, and
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:doc:`shipping <../checkout_payment_shipping/shipping>`,
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and :ref:`Invoices <ecommerce/handling/legal>` as the final step.
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- :ref:`Sales orders <handling/sales>`;
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- :ref:`Delivery orders <handling/delivery>`;
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- :ref:`Invoices & legal requirements <handling/legal>`.
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.. _handling/sales:
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.. _ecommerce/handling/sales:
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Sales orders
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============
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Order and payment status
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------------------------
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A sales order (SO) is automatically created when a customer confirms an online purchase.
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The first step when a customer adds a product to his cart is the creation of a quotation. Orders can
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be managed either from the **Website** or :doc:`Sales </applications/sales/sales>` app. eCommerce
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orders can automatically be assigned to a specific sales team by going to :menuselection:`Website
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--> Configuration --> Settings`. In the **Shop - Checkout Process** section, select a
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:guilabel:`Sales Team` or :guilabel:`Salesperson` to handle eCommerce orders.
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Sales order are available in :menuselection:`Website --> eCommerce --> Orders: Orders`. Click on a
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sales order to open it. The status bar lets you know the payment status:
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.. image:: order_handling/handling-salesteam.png
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:align: center
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:alt: Assignment of online orders to a sales team or salesperson
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- :guilabel:`Quotation`: A new product is :doc:`added to the cart <../checkout_payment_shipping/cart>`
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but the customer has not gone through the :doc:`checkout <../checkout_payment_shipping/checkout>`
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process yet. If the customer is not logged in, the quotation is assigned to the default
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"Public User".
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- :guilabel:`Quotation Sent`: The customer has gone through the checkout process and confirmed the
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order, but the :doc:`payment <../../../finance/payment_providers>` is not yet confirmed.
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- :guilabel:`Sales Order`: The customer has completed the checkout process, confirmed the order, and
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the payment is received.
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Orders can be found under :menuselection:`Website --> eCommerce --> Orders/Unpaid Orders`. Each
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order goes through a different status:
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- **Quotation**: a new product is added to the cart, but the customer has *not* gone through the
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checkout process yet;
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- **Quotation sent**: the customer has gone through the checkout process and confirmed the order,
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but the payment is not yet confirmed;
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- **Order**: the customer has gone through the checkout process, confirmed the order, and the
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payment is received.
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.. image:: order_handling/handling-status.png
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:align: center
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:alt: Statuses of eCommerce orders
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.. tip::
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You can assign a :doc:`sales team <../../../sales/crm/pipeline/manage_sales_teams>` or
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salesperson to manage your online orders by navigating to
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:menuselection:`Website --> Configuration --> Settings`. In the
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:guilabel:`Shop - Checkout Process` section, go to :guilabel:`Assignment` and select the desired
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:guilabel:`Sales Team` or :guilabel:`Salesperson`.
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Abandoned cart
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--------------
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An **abandoned cart** represents an order for which the customer did **not finish** the checkout
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confirmation process. For these orders, it is possible to send an **email reminder** to the
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customer automatically. To enable that feature, go to :menuselection:`Website --> Configuration -->
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Settings` and in the :guilabel:`Email & Marketing` section, enable :guilabel:`Automatically send
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abandoned checkout emails`. Once enabled, you can set the **time-lapse** after which the email is
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sent and customize the **email template** used.
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The order is considered an abandoned cart when a customer does not complete the
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:doc:`checkout <../checkout_payment_shipping/checkout>` confirmation process.
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To automate **email reminders** for abandoned carts, go to :menuselection:`Website --> Configuration
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--> Settings`, scroll to the :guilabel:`Email & Marketing` section, and enable
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:guilabel:`Automatically send abandoned checkout emails`. Set the delay in the
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:guilabel:`Send after` field, and customize the email template by clicking
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:icon:`fa-arrow-right` :guilabel:`Customize abandoned email template`. To track abandoned carts, go
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to :menuselection:`Website --> eCommerce --> Orders: Abandoned Carts`.
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.. note::
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For abandoned cart emails, the customer must either have entered their contact details during the
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checkout process; or be logged-in when they added the product to their cart.
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- Abandoned cart emails can only be sent if the customer either entered their contact details
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during :doc:`checkout <../checkout_payment_shipping/checkout>` or was logged in when
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:doc:`adding items to their cart <../checkout_payment_shipping/cart>`.
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- Abandoned carts are not visible if the :guilabel:`Automatically send abandoned checkout emails`
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feature is not enabled.
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.. _handling/delivery:
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.. _ecommerce/handling/delivery:
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Delivery orders
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===============
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Delivery flow
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-------------
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Once a quotation has been confirmed, a delivery order is automatically created. The next step is to
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process this delivery.
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Packing eCommerce orders usually requires picking the product, preparing the packaging, printing the
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shipping label(s) and shipping to the customer. Depending on the number of orders, strategy, or
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resources, those steps can be considered as one or multiple actions in Odoo.
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An automatic email can be sent to the customer when the transfer status in Odoo is “done”. To do so,
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enable the feature in the settings of the
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:doc:`Inventory </applications/inventory_and_mrp/inventory>` app.
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Once an online order is confirmed, a delivery order is automatically created. To access the delivery
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order, click the :guilabel:`Delivery` button on the sales order. Alternatively, you can go to
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:menuselection:`Inventory --> Operations --> Deliveries`, and search your sales order in the
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:guilabel:`Source Document` column.
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.. note::
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If customers are allowed to pay when picking up their order in stores or by wire transfer, the
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quotation is **not** be confirmed and the stock is **not** be reserved. Orders must be confirmed
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manually to reserve products in stock.
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The :guilabel:`Delivery` button does not appear on the sales order when the product type is set
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to :guilabel:`Service` or if :guilabel:`Recurring` is selected in the :ref:`product form
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<ecommerce/products/product-form>`.
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.. seealso::
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- :doc:`../../../inventory_and_mrp/inventory/shipping_receiving/setup_configuration/invoicing`
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- :doc:`../../../inventory_and_mrp/inventory/shipping_receiving/setup_configuration/labels`
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- :doc:`../../../inventory_and_mrp/inventory/shipping_receiving/setup_configuration/multipack`
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Packing eCommerce orders usually involves picking the product, preparing the
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:doc:`packaging <../../../inventory_and_mrp/inventory/shipping_receiving/setup_configuration/multipack>`,
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:doc:`printing the shipping label(s) <../../../inventory_and_mrp/inventory/shipping_receiving/setup_configuration/labels>`,
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and :doc:`shipping <../../../inventory_and_mrp/inventory/shipping_receiving/setup_configuration/invoicing>`
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the items to the customer.
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.. tip::
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- If customers can pay when :ref:`picking up <inventory/shipping/pickup>` their order in-store or
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by wire transfer, the quotation is **not** confirmed, and the stock is **not** reserved. Orders
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must be confirmed manually to reserve products in stock.
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- You can send an automatic confirmation email when delivery orders are completed by going to
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:menuselection:`Inventory --> Configuration --> Settings`, scrolling to the
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:guilabel:`Shipping` section, and enabling :guilabel:`Email Confirmation`.
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Returns and refunds
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-------------------
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Customers can only return an order through an online form. It may not be possible to return products
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depending on the return strategy or type of product.
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Customers can :doc:`return </applications/sales/sales/products_prices/returns>` products through
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their :doc:`portal <../../../general/users/portal>` by navigating to :guilabel:`My Orders` section,
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selecting the relevant order, and clicking :guilabel:`Return`. A return document is then generated
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to include in the parcel.
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Full refunds can be directly sent to customers from within the order interface. A refund-compatible
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payment provider needs to be enabled first.
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.. Note::
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- Returning products may not be possible depending on the
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:doc:`return </applications/sales/sales/products_prices/returns>` strategy or product type.
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- Full :doc:`refunds </applications/sales/sales/products_prices/returns>` can be sent to
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customers directly from within the order interface. First, a refund-compatible
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:ref:`payment provider <payment_providers/supported_providers>` needs to be enabled.
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.. seealso::
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- :doc:`/applications/sales/sales/products_prices/returns`
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- :doc:`/applications/services/helpdesk/advanced/after_sales`
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- :doc:`/applications/finance/payment_providers`
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:doc:`/applications/services/helpdesk/advanced/after_sales`
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.. _handling/legal:
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.. _ecommerce/handling/legal:
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Invoice and legal requirements
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==============================
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Invoices
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========
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The final step of an ecommerce order is to generate the invoice and send it to the customer.
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Depending on the type of business (B2B or B2C), an invoice can either be generated automatically
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(B2B) or on demand of the customer (B2C). This process can be automated if (and when) the online
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payment is :ref:`confirmed <handling/sales>`.
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The final step is generating the
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:doc:`customer invoice </applications/finance/accounting/customer_invoices/overview>` and send it to
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the customer.
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To automate invoicing, go to :menuselection:`Website --> Configuration --> Settings` and in the
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:guilabel:`Invoicing` section, enable :guilabel:`Automatic Invoice`.
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Invoices are generated upon customer request for B2C transactions, while they are usually created
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automatically for B2B transactions.
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To enable automatic invoicing upon :doc:`online payment </applications/finance/payment_providers>`
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confirmation, go to :menuselection:`Website --> Configuration --> Settings`, scroll to the
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:guilabel:`Invoicing` section, and enable :guilabel:`Automatic Invoice`.
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