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Status Under review
Workspace Call Center
Created by Guest
Created on Aug 16, 2022

COM: CSR: Order Cancel: View Original Sales Order Detail even when the Order is Cancelled

As a Tapestry CSR, I want all the Sales Order detail to be available even if the Order is in canceled status, in order to have a productive conversation with a customer by having visibility on original sales order information

Use Case: When a CSR is on the call with a customer about their Cancelled Order, CSR should have visibility on original sales order information including total order amount and ship method visibility on that Order so that the conversation goes smoothly without asking more details from the customer.

Current OMS Functionality: When an Order is Cancelled in OMS, all the amount details and shipment information for that Orders are wiped out.

What is your industry? Retail
How will this idea be used?
  • Given: CSR is searching for an order in Call Center for Commerce Application that has been cancelled

  • When: CSR opens the order details for a cancelled order and navigates to order Summary page.

  • Then: All transaction details should be retained from original order creation, inclusive but not limited to the following:

    • Line level details (Unit Price, Quantity, fulfillment Method, PreOrder Flag)

    • Line Total

    • Line Level Discount

    • Taxes

    • Order Total

    • Shipment details

      • Shipping Method

      • Shipping charges

    • Payment Information

      • Payment Method

      • Last 4 digits of the card for Credit Card, Debit Card & Gift card Payment methods

    • Any Promotions or Discounts applied

    • Any adjustments applied at a line or order level

    • Any shipping or service fees