Dynamics 365 CommerceDYN911PAL - Omni-Channel Order Management Flows

Presented by:

Holly HainesPrincipal Program ManagerDynamics 365 Commerce

Moderated by:Ruben DelgadoSenior Program ManagerDynamics 365 Commerce

Agenda • Supported Channel and Order Types Overview

• Order synchronization process

• Review of supported and un-supported cross-channel order

flows

• Demonstration of buy online, edit in call center, pick up in

store cross-channel order flow

• Additional considerations when editing orders across

channel

Dynamics 365 Commerce Channels

PHYSICAL STORE ONLINE STORE CALL CENTER

Types of Commerce orders….explained

Customer Order

Only use for certain transactions created in POS application – implies full transaction is created, paid for and invoiced immediately with no delay in fulfillment.

These order lines go straight from open to invoiced state.

These types of orders can be processed for returns in both the POS and Commerce HQ (call center) channels.

All sales orders created in online or call center channel fall into this definition. For POS, only orders with lines configured for ship, pickup or a mix of ship/pickup and carryout fall into this definition.

Over time, the sales lines for these orders can go through a variety of changes and states: • Open• Reserved• Canceled• Picked• Delivered• Invoiced

Cash and Carry

Dynamics 365 Commerce Channel order types

PHYSICAL STORE ONLINE STORE CALL CENTER

“Cash and Carry” Customer Order Customer Order Customer Order

Channel Data Flow

Back Office Headless Commerce

User Experiences

DYNAMICS 365

Commerce Call CenterBrowser App

POINT OF SALE (POS)

Browser or Cross-Platform App

E-COMMERCE

STOREFRONT

Website

DYNAMICS 365

FIN & OPS APPS

Service Fabric / Azure SQL

COMMERCE

SCALE UNIT

Azure Web App / IIS Service & Azure SQL

Finance, SCM, …

Commerce HQ

Real Time Service (RTS) Async order creation

Methods that can be used to created orders in Back Office from POS or e-Com

RTS

Async

Basic supported cross-channel order capture/fulfillment flows for Customer Orders

• Buy online, pick up in one or more stores

• Buy online, ship to home

• Buy in call center, pick up in one or more stores

• Buy in call center, ship to home

• Buy in store, pick up at same store

• Buy in store, pick up at another store

• Buy in store, ship from same store

• Buy in store, ship from another store

• Buy in store, ship from a DC/non-store

Cross-channel order editing/cancelation flows for customer orders

Supported:

• Buy online, edit or cancel in call center*

• Buy online, edit or cancel in POS

• Buy in call center, edit or cancel in call center

• Buy in call center (with enable order completion=false), edit or cancel in POS

• Buy in store, edit or cancel in call center*

• Buy in store, edit or cancel in same store

• Buy in store, edit or cancel in another store

Not Supported:

• Buy in call center (with enable order completion=true), edit or cancel in POS

Note that editing or canceling any order from the online channel is not yet supported, but there are some roadmap items to support these options in the future.

* Requires enablement of omni-channel Commerce Payments feature

What is “enable order completion”

• Configuration of call center channel only

• Drives whether orders created in call center will go through Commerce/call center specific order processing and payment processing flow (if enabled, it will, if not enabled, it won’t). This flow ensures that orders with missing required data and/or problem payments will be held and not released to fulfillment until order/payment problems are resolved.

• Once “Omni-Channel Commerce Payment” feature is enabled, Enable order completion is True by default and cannot be turned off for call center channels.

• When enabled, orders created in call center cannot be edited in POS (but they can be fulfilled (pick up or ship) and returned in POS

Basic supported cross-channel return processing flows for cash and carry or customer orders

• Buy in online channel, return to a store

• Buy in online channel, return to a warehouse*

• Buy in call center, return to store

• Buy in call center, return to a warehouse

• Buy in store, return at same store

• Buy in store,return at another store

• Buy in store, fulfill return to warehouse

* configuring/setting up a return order to be returned to a warehouse from the online channel is not yet supported, but there are some roadmap items to support this in the future.

Demonstration

Things to consider when editing orders across channels.

• Pricing• Price of channel of creation is respected, not channel of pickup or

shipment

• Taxes• Taxes rules of channel of creation are used initially, but if edited in

another channel, with different tax rules, taxes may be recalculated

Pricing example:Normal price in all channels is $240, but in San Francisco store, it’s $200 (based on trade agreement configuration in HQ)

Pricing example:Order created in online channel – price of channel of creation is used, even though order will be “picked up” in San Francisco store

Pricing example:Order Edited in POS in San Francisco store, note price remains $240 and is not recalculated systematically during editing (or pickup).

Pricing example:During editing, if user adds this same product again, note a second line is created using store’s price as the San Francisco channel is the “owner” of the creation of the new line.

Tax example:Place an order online to pick up in San Francisco store, your online channel (where the order is being created) is NOT configured for “price includes sales tax”

Tax example:Pick up order in San Francisco store, this store channel has been configured with “price includes sales tax”

Other things to test and consider when deploying an omni-channel order solution….

• Deposits• Concept of “deposits” only exists today in POS channel, in other channels order must have a payment

applied to cover the full amount due at time of creation• Call center will expect 100% payment coverage (if enable order completion=true) if editing an order in

call center originally created in POS with only partial deposit payment

• Modes of Delivery• Ensure your channels share common modes of delivery so you don’t run into conflicts when

attempting to edit order lines in different channels

• Payment Methods• Ensure your channels share common payment methods so you don’t run into conflicts when

attempting to edit orders in different channels• A payment created in call center of “customer account” is currently not recognized by POS at the time

of pickup, the total due will be shown at pickup and amount must be paid again at pickup (can use customer account payment operation in POS again if desired)

• Charges• Ensure there is consistency in channel auto-charges (if this feature is enabled) or validate that the

charges behavior when editing across channels is acceptable.

Q&A

ADDITIONAL RESOURCES

ARTICLESDynamics 365 Customer Orders Overview https://aka.ms/Dynamics365CustomerOrders

Process customer order pickups https://aka.ms/ProcessCustomerOrderPickupsinPOS

Dynamics 365 Omni Channel Commerce Payments https://aka.ms/OmniChannelCommercePayments

CONTACT Commerce Yammer Group // aka.ms / CommerceYammerGroup

Commerce Forums // aka.ms / CommerceForums

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