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Telephone order procedural suggestions

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    Telephone order procedural suggestions

    We process (pick-pack-ship) orders in real time during the hour leading up to our daily pickups. We've had to put procedures in place to "release" the order to the personnel who creating the shipments (converting from "pending" to "picking") because we were creating the shipments, printing packing lists, and processing orders while customer service was still on the phone with the customer adding items or notes to the order. We currently add a mock item "WAIT" to the order as the first item and remove it when we're done taking the order or adding our notes, and before we trigger the order confirmation email. With that "WAIT" in there it shows up on on all the reports and our crew know not to process the order yet.

    It occurred to me that this might be something that others have problems with. A dream feature of ours would be to not show an order being placed through the admin until the customer service rep taking the order closes the order, or finalizes it somehow.

    This might also be accomplished by creating a new status and using it for this purpose somehow.

    Just an idea. Thanks for the consideration.
    Charlie Morrison
    www.MCRmedical.com

    #2
    Re: Telephone order procedural suggestions

    I am pretty sure we have a module that we can modify to make it work for your needs. I will have Paul your account manager reach out to you to set up a time so I can show you how it works. The module is called Manage Quotes and it functions just like Manage Orders but does not process the orders. The module is used as a quoting system and then when the order is ready you can submit the order to be processed.
    Nicholas Adkins
    Technical Training Specialist / Miva, Inc.
    [email protected]
    https://www.miva.com/mivalearn

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      #3
      Re: Telephone order procedural suggestions

      That's interesting, thanks! I appreciate the suggestion. That may also take care of another issue on our to-do list, so it would be fantastic if it did work out for both purposes. But even if not, our current system isn't a problem, I just wanted to add a suggestion and share our reason. I look forward to chatting with Paul about the module. I wanted to reach out to him about a couple other projects anyway. Thanks again!
      Charlie Morrison
      www.MCRmedical.com

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        #4
        Re: Telephone order procedural suggestions

        I wanted to share a challenge we've had making use of the quote module. We converted over to the built in Marketing in Miva a while back. When we use the quote module to give a customer a special price they end up getting an extra discount if we have any % off price groups running (that may not even have been active when the quote was issued). An important part of our customer base (governmental) needs a written quote before placing an order, and the inability to control the interaction between the quote module and the Marketing features makes it impossible to use the quote module.

        A way we tried to work around using a prioritized price group with a qualifier item (set up to not combine with % discount price groups), and then adding that item to the quote, but it didn't seem to work for us. The price group was active for all customers all the time, even without the qualifying item in the cart. Our Miva developer worked on this and determined that the qualifying item is ignored with the price group set to all customers, so the price group is always active. (and this is how it is supposed to work)

        Unfortunately, the inability to work the quoted price module into the Marketing features, it pretty much nullifies our ability to use the module. Custom code gets hairy because we do still need to offer the ability for the customer to receive free shipping (done using marketing price group), but not additional % discounts that might be going on when the quote gets accepted. The price group with the qualifying item was our best thought. Any other ideas?
        Charlie Morrison
        www.MCRmedical.com

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