# Order Capture & Management *** ### Capture Orders across all of your Sales Channels Centralise your order management by consolidating Orders from multiple **Sales Channels** into one unified OMS for fulfilment. Depending on where you sell your products, this may include: * **Multiple eCommerce websites**: Manage and track Orders across various websites from a single control point. * **Physical stores**: Collect Orders placed in physical retail locations by assigning them to registered customers or processing them as guest transactions. * **Third-party marketplaces**: Sync Orders generated from third-party platforms such as Amazon and eBay directly into the platform for fulfilment. * **Pop-Up Stores**: Set up temporary Sales Channels for specific events or trade shows, capturing Orders on the go. #### Custom Order Number Prefixes by Sales Channel Add custom Prefixes to Order Numbers by Sales Channel. For example, add 'AMZ' as a prefix for your Amazon Orders. *** ### Automatically allocate stock to Orders When you receive a new order, Venditan Commerce's **Part Allocation** process will automatically allocate available stock to it. The process works in the background to assess your Stock Levels, allocate items to open Orders, and move them to the beginning of the fulfilment cycle where they can be added to a [Picking Group](/docs/order-management-and-fulfilment-oms/order-picking.md#create-a-picking-group). It follows a first-in, first-out (FIFO) method, prioritising older Orders before newer ones to ensure timely fulfilment. The process also efficiently handles stock deallocation for orders that have been cancelled. {% hint style="success" %} **Manual stock allocation supported** We can enable [manual stock allocation](/docs/b2b/b2b-orders.md#manually-allocate-stock-to-orders-preferentially), allowing you to prioritise specific customers or orders as needed. {% endhint %} *** ### Track orders with custom Order Statuses Monitor the progress of orders with **Order Statuses**. Our standard Order Statuses are below.
StatusSummary
AcceptedThe Order has been received and confirmed.
ProcessingThe Order is being prepared for fulfilment.
PickingThe products for the Order are being selected from your inventory.
PackingThe picked products are being packaged for shipping.
DispatchedThe Order has been shipped to the customer.
CollectedThe Order has been collected by the customer.
ReturnedThe customer has sent the Order, or part of the order back.
Payment DeclinedThe payment attempt for the Order failed.
Awaiting PaymentThe Order is pending payment before fulfilment can proceed.
Open Credit NoteA Credit Note has been issued but has not yet been processed.
Posted Credit NoteThe Credit Note has been applied to the Customer Account.
CancelledThe Order has been cancelled and will not be fulfilled.
E-Vouchers Multiple eVouchers have been used as a payment method.
{% hint style="success" %} **Custom Order Statuses** Is your fulfilment workflow unique? We can support custom Order Statuses to build your order fulfilment flow into Venditan Commerce. {% endhint %} *** ### Review and edit your Orders Once a customer places an Order through any of your Sales Channels, it will automatically appear in the Orders areas of Venditan Commerce. This interface is filterable, allowing you to easily navigate between Orders based on Order Status, Branch, and User, or by searching using Order Number, Date, or Customer Name. #### Review Order Information You can open an Order to review its information. Standard information held against an Order will include:
DataSummary
Order Date/TimeThe date and time the Order was placed.
Contact DetailsThe name, phone number and email address of the Customer.
AddressesThe billing and delivery addresses for the Order.
Order NumberAn automatically generated individual code for each order, e.g. XCUS001.
Order SourceThe Sales Channel that generated the Order.
Order LinesA detailed breakdown of products, quantities, prices and stock availability within the Order.
Order StatusThe current status of the Order.
Totals and TaxReview total amounts, Tax breakdowns, and applied Offer Codes.
Payment MethodVerify the payment method used for the Order.
Account SummaryView Customer account balance if the order is paid by invoice or credit.
Dispatch StatusCheck the order's Dispatch Status.
Delivery InformationAccess details such as Shipping Weight and the number of boxes required to pack the Order.
Order NotesRead any notes attached to the Order.
Order HistoryReview the customer's past Order History.
#### Edit an Order You can make the following adjustments to open Orders.
ActionSummary
Change Delivery AddressUpdate the Delivery Address as needed.
Change Delivery MethodUpgrade or alter the Delivery Method for the Order.
Apply Offer CodesRetrospectively apply a Discount Code to the Order.
Modify Order LinesAdd, remove, or edit Order Lines, or copy in products from another Order.
Add Order TagsAttach Order Tags for better organisation and tracking.
Add NotesInclude internal notes for reference and communication.
*** ### Manually create an Order for a Customer Manually create Orders and assign them to Customers from within Venditan Commerce. #### Initiating the Order Manual order creation is initiated from the customer's [Account](/docs/customer-management-crm/managing-customers.md). If they don't have an Account, you must [create them](/docs/customer-management-crm/managing-customers.md#create-and-edit-customer-data) as a Customer first. #### Creating the Order When manually creating a new Order you can: * **Create the Order**: Add Order Lines and specify quantities for each item within the Order. * **Update Product Information**: Update the Product Titles to set custom Order Line descriptions. * **Allocate Stock**: Specify preferred Stores and Bins for stock allocation. * **Apply Discounts**: Apply Discounts to the Order. #### Taking Payment Once the Order is placed, you can process payment in the following ways: * **Cardholder Not Present**: Enter credit or debit card details to be securely processed by your integrated payment gateway. * **Non-Transactional Payment Types**: Apply a credit to the Customer’s balance without processing a payment through Venditan Commerce, assuming it’s handled externally, e.g. A cheque. * **Balance**: If the Customer has an existing, unspent balance, you can skip the payment process and use their available balance to complete the Order. * **Pay By Link**: Send an email with a link to request payment. *** ### Automatically hold Orders using rules and thresholds Automatically hold Orders based on configurable **Order Rules** and thresholds, allowing you to manage potential issues before they escalate. The following Order Rules are available: | Rule | Summary | Example | | ---------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------- | | **Delivery destination outside one or more countries** | The order is held if the shipping destination is not within allowed countries. | Orders outside the UK and EU require manual approval. | | **Postcode within a defined list of postcodes** | The order is held if the delivery address matches a restricted or flagged postcode. | Non-mainland UK postcodes. | |

Does not have a valid delivery contact number

| The order is held if a valid phone number is missing or incorrectly formatted. | N/A | | **Products with specific attributes** | The order is held if it contains products with defined [Product Attributes](/docs/product-information-management-pim/product-data.md#product-attributes). | Orders with ‘fragile’ items require manual handling. | | **Products with one or more defined tags** | The order is held if it includes products tagged with specific [Product Tags](/docs/product-information-management-pim/product-data.md#product-tags). | Orders with ‘Easter promotion' tagged-products receive a free gift. | | **Open duplicate order** | The order is held if another order with the same details is already open. | A customer places the same order twice in a short period. | | **Notes added** | The order is held if any notes are attached to it. | A staff member adds an internal comment requiring review. | | **Notes with a specific prefix** | The order is held if it includes notes that begin with a set prefix. | Notes prefixed with ‘MANUAL CHECK:’ trigger a hold. | | **One or more defined Payment Types** | The order is held if a specific payment method is used. | Orders paid via E-Voucher require approval. | | **Specific Order Tag** | The order is held if it is tagged with a defined label. | Orders marked ‘manual review’ are automatically placed on hold. | | **Registered customer orders as a Guest** | The order is held if an existing retail customer orders without logging in. | Prevents duplicate accounts or lost loyalty benefits. | | **Not fulfillable from the dispatch location assigned** | The order is held if the assigned warehouse or store cannot fulfill it. | The product is out of stock at the designated fulfillment centre. | | **Dangerous Goods** | The order contains a product that has a Dangerous Goods Inventory Tag. | Flammable or corrosive products. | The following Order Thresholds are available. | | | | | ------------------------------- | ------------------------------------------------------------------------ | ---------------------------------------------------------- | | **Total Order Value** | The order is held if it exceeds a set order value. | Orders over £1,000 require screening. | | **Delivery Cost** | The order is held if the delivery charge exceeds a set limit. | Orders with a delivery cost over £20+ require review. | | **International Delivery Cost** | The order is held if the international shipping fee exceeds a set limit. | Orders with a £20+ international shipping fee need review. | By default, Venditan Commerce automatically holds Orders pending payment confirmation or if the payment method is not working. *** ### Cancel an Order You can cancel an Order at your discretion. If stock is allocated to the Order, Part Allocation automatically returns it to your inventory and makes it available for another. When cancelling an Order, you can select a **Cancellation Reason** for future reference—you can choose from preset options or create your own. Our standard Cancellation Reasons are: * Customer Cancelled * Suspected Fraudulent * Received Marketplace Cancellation Instruction * Test Order * Order Merged {% hint style="info" %} Learn more: [Returns & Exchanges](/docs/order-management-and-fulfilment-oms/returns-and-exchanges.md) {% endhint %} *** ### Automatically or manually split Orders Split a single Order into two or more separate **Linked Orders**. This feature can be configured to work automatically based on predefined rules, or for manual use at your discretion. Orders can be automatically split when conditions are met, such as different product lead times or fulfilment from multiple [Stock Locations](#user-content-fn-1)[^1]. We can also enable partial fulfilment, which allows you to fulfil a portion of an Order and split off the remaining unfulfilled items into a separate, linked Order. This is especially valuable in B2B eCommerce, where fulfilling Bulk Orders in waves can be crucial to meeting customers’ needs. *** ### Create and manage your Order Tags Organise and categorise your orders with **Order Tags**. Order Tags allow you to quickly identify, sort, and filter orders based on the tags you have applied. You can also group related Order Tags using Tag Groups for easier management. *** ### Email the Customer about the Order Communicate directly with Customers by sending an email update from the Order View screen. This feature lets you send personalised, ad-hoc order updates or address specific concerns outside the standard automated order communication. *** ### Mark an order as Urgent To expedite the fulfilment process, you can mark an Order as **Urgent**. This prioritises the Order within Venditan Commerce, visually highlighting its importance to your team and ensuring it receives immediate attention throughout each stage of fulfilment. *** ### Identify your Problematic Orders Quickly list **Problematic Orders** to investigate the issues or place the orders on hold until the problems are resolved. Orders may be flagged for issues such as failed invoicing, invalid HMRC codes, exceeded shipping weight, or incorrect postcodes. This helps you to identify errors early, preventing delays in fulfilment. [^1]: [Stock Locations](/docs/stock-warehouse-management-wms/stock-control-and-warehousing.md#structure-your-stock-management-with-locations-stores-and-bins) are the individual locations you use to hold stock, such as warehouses, fulfilment centres and physical stores. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.venditan.com/docs/order-management-and-fulfilment-oms/order-capture-and-management.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.