08d1ef2a45
closes odoo/documentation#10822
X-original-commit: 152e8447a1
Signed-off-by: Felicia Kuan (feku) <feku@odoo.com>
Co-authored-by: Sam Lieber (sali) <36018073+samueljlieber@users.noreply.github.com>
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113 lines
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==============
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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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- :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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Sales orders
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============
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Order and payment status
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------------------------
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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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.. 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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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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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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.. 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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.. _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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.. 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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.. 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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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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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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.. 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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.. _handling/legal:
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Invoice and legal requirements
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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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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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