Unprocessed Orders

WATCH THE VIDEO

Sana Commerce Cloud allows you to accept orders when there is no connection to your ERP system. When connection between Sana and ERP has been lost, Sana enables the maintenance mode. This allows to continue business operations without interruption, even when connection to your ERP system is not available for some reasons. For more information, see Maintenance Mode.

Sales orders that are placed in the webstore when there is no ERP connection can be viewed and processed in Sana Admin under: Sales > Unprocessed orders.

In the maintenance mode you can show or hide prices in the webstore. To enable or disable prices in the maintenance mode, in Sana Admin click: Setup > Products > Price. Use the option Price when ERP connection is not available. When you enable this option, you need to reload the product list prices by running the Prices import task. When the webstore is in the maintenance mode, customers can see only the latest imported list prices.

If your webstore is in the maintenance mode and the option Price when ERP connection is not available is enabled, only the list prices will be shown in the webstore. In the maintenance mode customers will be able to see the prices based on the latest imported list prices. The customer specific prices, trade agreements, discounts and volume prices are not available.

In the maintenance mode stock is not shown in the webstore and availability of products does not depend on stock.

When customers place an order and the webstore is in the maintenance mode, on the Order overview step of the checkout process, customers will be notified that their order will be processed later (when the webstore is online) and the prices will be recalculated.

When the order is placed in the maintenance mode in the webstore, the customer will receive the order confirmation e-mail.

When the order is processed in Sana Admin, customers will receive the order payment e-mail with the recalculated prices and link to the page where they can pay the order. When the order is paid, the customer will receive one more order confirmation e-mail.

The text of the order confirmation and payment e-mails can be managed in the e-mail templates:

  • Unprocessed Order Confirmation is sent to the customer when the order is placed in the maintenance mode.

  • Order Payment is sent to the customer when the order has been processed in Sana Admin. In this e-mail the customer can see the order details with actual prices and proceed to the payment page.

  • Payment Confirmation is sent to the customer when the order is paid.

For more information about e-mail templates, see E-mail Templates.

View and Process the Orders Which Are Placed in the Maintenance Mode

Step 1: In Sana Admin click: Sales > Unprocessed orders.

The orders can be processed only when the ERP connection is available.

In Sana Admin on the Unprocessed orders page, you can see all sales orders that are placed in the webstore when the maintenance mode is activated. When you open the Unprocessed orders page only the new orders (unprocessed) are shown, but you can clear the filter and then use the Order state filter to filter the unprocessed orders.

The following options are available in the Order state filter:

  • New: Only new unprocessed orders will be shown.

  • Processed: Only those orders which are already processed in Sana Admin will be shown.

  • Synced: Only those orders which are already processed in Sana Admin and synchronized with the ERP system will be shown.

You can search the orders by customer name or account ID and filter orders by order state and order date. The orders can be also sorted by the date of order creation.

Step 2: To process the order, click Details. You will see the order details.

Step 3: On the Order details page, click Process order. The order will be recalculated and you will see the actual prices.

Step 4: When the order has been processed, click Send order payment mail at the top of the order details. The order payment e-mail containing order details with actual prices will be sent to customers from which they can open the order payment page to pay the order.

The processed orders are synchronized with your ERP system and stored there. When the order has been processed in Sana Admin, its state is set to Synced.