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Status Future consideration
Workspace OMS - Call Center
Created by Guest
Created on Jul 14, 2020

Buyer Remorse Hold getting resolved while adding new line to an existing Order

After the order is created and imported into the OMS, buyer remorse hold will get applied to the order for about 0 to 30 mins depending on the business requirement to enable any order modifications at this particular time interval, stopping from release transaction.

We are resolving the hold automatically with the help of agent server , which takes available date of TaskQ entry of this particular resolve hold custom transaction. In addition to this, there is also schedule agent record in the taskQ table.

So, when adding lines to an order during this remorse time in call center, instead of modifying date for schedule record , it is modifying for all the records belonging to this particular order. So, it was taking the order modified time as available time for the hold record and the agent picks up and resolves the hold of an order.

What is your industry? Retail
How will this idea be used?

The expectation is like the out of box should identify and modify only schedule record but not the taskQ record, so that the hold will not get resolve during add line to the order.