Accessing Order Details
From the Order List
- Navigate to Orders in the main menu
- Find the order you want to view:
- Search by order number, customer name, or date
- Use filters to narrow down results
- Browse the list if needed
- Click on the order number or customer name to open details
From Customer Records
You can also access order details:- From a customer’s detail page
- Through the customer’s order history
- Via linked orders in other orders
Order Detail Sections
Order Header Information
The top section shows essential order information: Order Identification- Order number (unique system identifier)
- Order date (when placed)
- Order status (Draft, Confirmed, Shipped, etc.)
- Customer name and account information
- Order date (when placed)
- Requested delivery date
- Actual ship date (when fulfilled)
- Estimated delivery date
- Customer name and contact person
- Phone and email for this order
- Billing address
- Shipping address
Order Items Section
This shows all items included in the order: Item Details- Item name and variety
- Item code or SKU
- Description and specifications
- Quantity ordered
- Quantity shipped (may be different if backordered)
- Quantity remaining (if partially filled)
- Unit price applied
- Line total (quantity × unit price)
- Any discounts applied to the line
- Available (ready to ship)
- Backordered (not currently available)
- Shipped (already sent)
- Cancelled (removed from order)
Order Totals
Financial Summary- Subtotal (before taxes and discounts)
- Tax amount and rates applied
- Total discounts
- Final order total
- Amount paid (if any)
- Balance remaining
- Payment terms (Net 30, COD, etc.)
- Payment method (if specified)
- Payment status
- Due date for payment
Order Status and History
Current Status The order’s current position in your fulfillment process:- Initialized: Being created or modified
- Open: Finalized and ready for processing
- Acknowledged: Confirmed and acknowledged
- Submitted: Submitted for fulfillment
- Picked: Items picked from inventory
- Shipped: Sent to customer
- Synchronized: Synced with external systems
- Closed: Completed and finalized
- Cancelled: Cancelled before completion
- Deleted: Soft-deleted from system
- When status changed
- Who made the change
- Any notes about the change
- Time stamps for each status
For detailed information about each status and allowed transitions, see the Order Status Guide.
Notes and Instructions
Order Information- PO Number for customer reference
- Expected delivery date
- Sales person assignment
- Order type and status
Understanding Order Status
Order statuses track the fulfillment lifecycle. Each status represents a specific stage in processing the order. See the Order Status Guide for complete details on all statuses and their transitions.Partial Orders
Sometimes orders are fulfilled in multiple shipments: Partial Shipment Status- Shows what has shipped
- Displays remaining items
- Tracks multiple shipment dates
- Updates customer on progress
- Items not currently available
- Track partial fulfillment
- Manage remaining quantities
- Options to cancel backordered items
Order Actions
Available Actions
From the order detail view, you can: Edit Order- Only available when status is Initialized or Open
- Double-click line items to edit them
- Modify quantities and pricing
- Cannot edit order once Acknowledged or later
- Move order through fulfillment process
- Add status change notes
- Notify customer of changes
- Set completion dates
- Available for Shipped, Synchronized, or Submitted orders (depending on tenant)
- Only enabled for certain tenants (SFG, BPF)
- Opens PDF viewer within the application
- Can download PDF if needed
Action Restrictions
Some actions may be restricted based on:- Order status (can’t edit completed orders easily)
- User permissions (not everyone can cancel orders)
- Customer approval (major changes may need approval)
- Payment status (paid orders harder to modify)
Order Modifications
When You Can Modify
Initialized and Open Status- Add or remove items freely
- Change quantities and pricing
- Modify delivery information
- Full editing capability
- Order becomes read-only
- Cannot modify without creating a new order
- Status changes and allocation still possible (depending on status)
- Address changes are locked to prevent fulfillment issues
Common Modifications
Adding Items- Customer calls with additional needs
- Suggests related products
- Takes advantage of availability
- Increases order value
- Customer adjusts needs
- Availability changes
- Quality issues require substitution
- Seasonal demand shifts
- Customer changes delivery date
- Address corrections needed
- Special delivery instructions
- Weather or access issues
Tracking and History
Order Timeline
The order detail shows a complete timeline:- When order was created
- Status changes and dates
- Communications with customer
- Shipment and delivery dates
- Payment received dates
Change History
All modifications are tracked:- What was changed
- Who made the change
- When it was changed
- Reason for the change (if noted)
- Customer service questions
- Dispute resolution
- Process improvement
- Staff accountability
Best Practices
Regular Review
Order Management Tips
- Check order details before fulfillment begins
- Verify addresses and contact information
- Confirm special requirements are noted
- Review pricing for accuracy
- Ensure inventory is available for all items
Customer Service
Proactive Communication- Update customers on status changes
- Notify about potential delays
- Confirm delivery arrangements
- Follow up after delivery
- Document all customer concerns
- Track resolution efforts
- Update order notes with outcomes
- Learn from recurring issues
Troubleshooting
Common Questions
Order Shows Wrong Status- Check who last updated the status
- Verify if status change was intentional
- Look at status history for context
- Update to correct status if needed
- Check current inventory levels
- Look for reserved inventory
- Verify item codes are correct
- Consider substitute products
- Verify against customer master record
- Update customer information if needed
- Check if order-specific override was used
- Confirm with customer if unsure
What’s Next?
After reviewing order details:- Update order status as fulfillment progresses
- Add items to the order if customer requests changes
- Print documents for fulfillment or billing
- Create new orders based on customer patterns