diff --git a/content/applications/finance/fiscal_localizations/peru.rst b/content/applications/finance/fiscal_localizations/peru.rst index 3b8cd694c..01aadeaac 100644 --- a/content/applications/finance/fiscal_localizations/peru.rst +++ b/content/applications/finance/fiscal_localizations/peru.rst @@ -909,7 +909,7 @@ After configuring the Peruvian :ref:`electronic invoicing `; -- :ref:`Automatic invoice `; +- :ref:`Automatic invoice `; - :doc:`../../websites/ecommerce/products`: Set the :guilabel:`Invoicing Policy` to :guilabel:`Ordered quantities` and define the desired :guilabel:`Customer taxes`. - :doc:`../payment_providers`; diff --git a/content/applications/websites/ecommerce/ecommerce_management/order_handling.rst b/content/applications/websites/ecommerce/ecommerce_management/order_handling.rst index b3427ae33..e18b4737c 100644 --- a/content/applications/websites/ecommerce/ecommerce_management/order_handling.rst +++ b/content/applications/websites/ecommerce/ecommerce_management/order_handling.rst @@ -2,111 +2,118 @@ Order handling ============== -When a customer orders on your eCommerce, there are **three** record types required to be handle in -Odoo: +In Odoo's eCommerce workflow, every purchase generates **key documents** to ensure smooth order +processing from start to finish: +:ref:`Sales orders ` upon order confirmation, +:ref:`Delivery orders ` to manage picking, packaging, and +:doc:`shipping <../checkout_payment_shipping/shipping>`, +and :ref:`Invoices ` as the final step. -- :ref:`Sales orders `; -- :ref:`Delivery orders `; -- :ref:`Invoices & legal requirements `. - -.. _handling/sales: +.. _ecommerce/handling/sales: Sales orders ============ -Order and payment status ------------------------- +A sales order (SO) is automatically created when a customer confirms an online purchase. -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 ` 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. +Sales order are available in :menuselection:`Website --> eCommerce --> Orders: Orders`. Click on a +sales order to open it. The status bar lets you know the payment status: -.. image:: order_handling/handling-salesteam.png - :align: center - :alt: Assignment of online orders to a sales team or salesperson +- :guilabel:`Quotation`: A new product is :doc:`added to the cart <../checkout_payment_shipping/cart>` + but the customer has not gone through the :doc:`checkout <../checkout_payment_shipping/checkout>` + process yet. If the customer is not logged in, the quotation is assigned to the default + "Public User". +- :guilabel:`Quotation Sent`: The customer has gone through the checkout process and confirmed the + order, but the :doc:`payment <../../../finance/payment_providers>` is not yet confirmed. +- :guilabel:`Sales Order`: The customer has completed the checkout process, confirmed the order, and + the payment is received. -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 +.. tip:: + You can assign a :doc:`sales team <../../../sales/crm/pipeline/manage_sales_teams>` or + salesperson to manage your online orders by navigating to + :menuselection:`Website --> Configuration --> Settings`. In the + :guilabel:`Shop - Checkout Process` section, go to :guilabel:`Assignment` and select the desired + :guilabel:`Sales Team` or :guilabel:`Salesperson`. 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. +The order is considered an abandoned cart when a customer does not complete the +:doc:`checkout <../checkout_payment_shipping/checkout>` confirmation process. + +To automate **email reminders** for abandoned carts, go to :menuselection:`Website --> Configuration +--> Settings`, scroll to the :guilabel:`Email & Marketing` section, and enable +:guilabel:`Automatically send abandoned checkout emails`. Set the delay in the +:guilabel:`Send after` field, and customize the email template by clicking +:icon:`fa-arrow-right` :guilabel:`Customize abandoned email template`. To track abandoned carts, go +to :menuselection:`Website --> eCommerce --> Orders: Abandoned Carts`. .. 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. + - Abandoned cart emails can only be sent if the customer either entered their contact details + during :doc:`checkout <../checkout_payment_shipping/checkout>` or was logged in when + :doc:`adding items to their cart <../checkout_payment_shipping/cart>`. + - Abandoned carts are not visible if the :guilabel:`Automatically send abandoned checkout emails` + feature is not enabled. -.. _handling/delivery: +.. _ecommerce/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 ` app. +Once an online order is confirmed, a delivery order is automatically created. To access the delivery +order, click the :guilabel:`Delivery` button on the sales order. Alternatively, you can go to +:menuselection:`Inventory --> Operations --> Deliveries`, and search your sales order in the +:guilabel:`Source Document` column. .. 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. + The :guilabel:`Delivery` button does not appear on the sales order when the product type is set + to :guilabel:`Service` or if :guilabel:`Recurring` is selected in the :ref:`product form + `. -.. seealso:: - - :doc:`../../../inventory_and_mrp/inventory/shipping_receiving/setup_configuration/invoicing` - - :doc:`../../../inventory_and_mrp/inventory/shipping_receiving/setup_configuration/labels` - - :doc:`../../../inventory_and_mrp/inventory/shipping_receiving/setup_configuration/multipack` +Packing eCommerce orders usually involves picking the product, preparing the +:doc:`packaging <../../../inventory_and_mrp/inventory/shipping_receiving/setup_configuration/multipack>`, +:doc:`printing the shipping label(s) <../../../inventory_and_mrp/inventory/shipping_receiving/setup_configuration/labels>`, +and :doc:`shipping <../../../inventory_and_mrp/inventory/shipping_receiving/setup_configuration/invoicing>` +the items to the customer. + +.. tip:: + - If customers can pay when :ref:`picking up ` their order in-store or + by wire transfer, the quotation is **not** confirmed, and the stock is **not** reserved. Orders + must be confirmed manually to reserve products in stock. + - You can send an automatic confirmation email when delivery orders are completed by going to + :menuselection:`Inventory --> Configuration --> Settings`, scrolling to the + :guilabel:`Shipping` section, and enabling :guilabel:`Email Confirmation`. 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. +Customers can :doc:`return ` products through +their :doc:`portal <../../../general/users/portal>` by navigating to :guilabel:`My Orders` section, +selecting the relevant order, and clicking :guilabel:`Return`. A return document is then generated +to include in the parcel. -Full refunds can be directly sent to customers from within the order interface. A refund-compatible -payment provider needs to be enabled first. +.. Note:: + - Returning products may not be possible depending on the + :doc:`return ` strategy or product type. + - Full :doc:`refunds ` can be sent to + customers directly from within the order interface. First, a refund-compatible + :ref:`payment provider ` needs to be enabled. .. seealso:: - - :doc:`/applications/sales/sales/products_prices/returns` - - :doc:`/applications/services/helpdesk/advanced/after_sales` - - :doc:`/applications/finance/payment_providers` + :doc:`/applications/services/helpdesk/advanced/after_sales` -.. _handling/legal: +.. _ecommerce/handling/legal: -Invoice and legal requirements -============================== +Invoices +======== -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 `. +The final step is generating the +:doc:`customer invoice ` and send it to +the customer. -To automate invoicing, go to :menuselection:`Website --> Configuration --> Settings` and in the -:guilabel:`Invoicing` section, enable :guilabel:`Automatic Invoice`. +Invoices are generated upon customer request for B2C transactions, while they are usually created +automatically for B2B transactions. + +To enable automatic invoicing upon :doc:`online payment ` +confirmation, go to :menuselection:`Website --> Configuration --> Settings`, scroll to the +:guilabel:`Invoicing` section, and enable :guilabel:`Automatic Invoice`.