Manage your sales with Hitachi Solutions Ecommerce

© Hitachi Solutions. 2015. All rights reserved.
Manage your sales with
Hitachi Solutions
Ecommerce

Contents
1. Feature Overview
2. Searching records
3. Intuitive Manager Panel navigation
4. Navigate a grid with gridlines using the keyboard
5. Set up sales module
6. Set up warehouse and shipping
7. Set up taxes
8. Set up fraud and hold criteria
9. Order/Quote entry setup
10. Customer and address selection during sales order/quote creation
11. Customer Search and Add New Customer
12. Saved sales order/ quote and other commands
13. Add order/quote line
14. SKU Selection and adding SKU Discounts
15. Create write-in SKUs for items not in your item master
16. Use inactive SKUs
17. Create order based on abandoned shopping cart data
18. Tax Calculation
2

Contents
18. Shipping method and discount
19. Quote Statuses and Workflow
20. Finalize the quote and sending it to customer
21. Order Statuses and Workflow
22. Submit an order for processing
23. Order status changes automatically upon processing payment
24. Print order details via Manager Panel
25. Invoicing an order
26. Process payments against invoices via the Manager Panel
27. Settle invoices via web store
28. Use credit card wallet to save credit cards data
29. Ship orders manually via the Manager Panel
30. Multiple ‘Ship To’ address and methods
31. Copy sales orders/quote
32. Modify multiple fields when copying a sales order/quote
33. Download reports
34. Import sales orders/quotes
35. Import sales invoices via Import Manager
3

Feature overview
• Sales Order Entry & Management System: Allows online business with a self-service web store as well as a Call
Center Order Entry/Order Management Module.
• Integrated Invoices, Tax, Shipping & Promotions Module: Makes order entry quick and easy.
• Integrated Quote Entry and Management Module: Allows tracking of quotes, and conversion of quotes to orders from
the self-service web store as well as the Manager Panel.
• Payment Settlement Module: Allows charging an existing authorization, or direct charge, carry out a new sale or refund
the amount on credit card.
• Minimal Click Experience - A minimum click order/quote entry system offers efficiency for call centers. Microsoft Excel
like web-based user interface for quick order entry. 360° view of customer for effective customer service.
• Automated Workflow - Auto Hold and Auto Fraud mechanisms reduce manual intervention and costs. Proven Zero
Touch Order Handling that has processed thousands of transactions successfully.
• Seamless Integration - Drive efficiency with seamless integration of out of box integration of a self service web store
and back office ERP.

Searching for records is integrated across all the web pages. Clicking on a row in the record grid would select that record and show
additional details below the grid. For example: Selecting a Sales Order would show Order Lines.
Quick Find text box is
available on top of every
grid. You can search using
any field of the record by
typing in search text in the
Quick Find text box and
pressing enter.
1 2 All column headings are
sortable by clicking on
them.
3 Mouse hover on column
headings would show
filters. These filters
apply to a specific
column.
4 Multiple views are
available in ‘View Drop
Down’ in the tool bar.
These views can
expose different fields
for the records.
2
4
3
1
1
Searching records

Left
most
column
Refresh
The left most column in all lists is clickable and allows you to navigate to a more detailed view of the record in a new window.
Refresh link is available at right bottom of all lists. This allows you to refresh the list without refreshing the page. Sometimes the lists require a manual refresh
to see updated details if an operation is performed without a full page refresh.
Intuitive Manager Panel navigation

The entire sales process can be conveniently carried out using the alternative navigation options available in the Manager Panel. The Sales tab provides detailed
menu options for all processes from order entry to payments and shipping. These menus allow the CSR to narrow his view of the various processes as required.
Multiple navigation options make order/quote entry and tracking easy

Navigating a grid with gridlines using the keyboard
Clicking anywhere in the grid would select a cell and a row. In the screenshot above Order Number BS750 & Pay Via column is selected. Avoid
clicking on a hyperlink as that would cause it to fire and browser would go to a different page.
All arrow keys - Up, Down, Left and Right would function as they function in Excel. You can also use ‘Tab + Shift Tab’ to move around the fields.
Press F2 on any cell to edit it. The cell would become editable unless it is read only. When in edit mode, pressing ‘Enter’ on the row or going to
the next row via ‘Tabs’ would submit the record for ‘Save’.
Use ‘Page Up’, ‘Page Down’, ‘Home’ and ‘End’ keys to navigate across pages. To bring focus on the current row where your focus is, press ‘Ctrl
+ Enter’.

Set up online payment accounts
The Manager Panel allows you to enable multiple online payment methods such
as credit card, PayPal and eCheck for your sales channel. Each of the payment
methods is supported by multiple payment providers pre-integrated into the
Manager Panel which can be easily configured with different payment accounts.
Over Authorization
Set up ‘Over Authorization’ for AUTH transactions. AUTH transactions
are usually done when an order is placed by the shopper on the web
store or when an order is confirmed by the CSR in the Manager Panel.
Set up sales module

Set up Warehouse
Set up warehouse and shipping
Warehouse
Used as ‘Ship From’ location during online shipping
quotation process. Each SKU can be assigned to
multiple warehouses based on stock availability.
Shipping carrier
Configure Shipping Carriers: UPS, FedEx, USPS
and DHL carriers. Conway, Estes & Yellow for
‘Less Than Truckload ‘Shipments
Shipping method
Calculation method: Online Quotes, Fixed Rate,
Weight Based and Value Based. Markup/Markdown
and Minimum Charges can also be configured. Can be
taxable/non taxable.

Set up taxes
Set up Tax Provider and Tax
Import
Tax Codes common to
‘Ship To Address’
Jurisdiction and ‘Tax
Category of Line Item’
apply.
Set up Tax Group, Tax Category and Tax
Codes
Tax Provider
When setting up your Tax
Provider, apart from built in Tax
Provider, you can use Avalara
Tax Provider.
Tax Import Tax Group Tax Category Tax Code
Import taxes from CCH,
Avalara, Dynamics GP,
Dynamics AX and CSV
as required.
Tax Group/Jurisdictions are
geographical regions where
local law requires merchant
to charge taxes.
Set up Tax Categories
such as taxable, non
taxable and service tax.
Tax rates determine the actual rate
of taxes that would be applied. The
unique identifier for each tax rate
added is a 'Tax Code'.

Set up fraud and hold criteria
Orders that are caught
by Auto Hold or Auto
Fraud criteria are shown
to the customers on
‘Ready’ status as against
‘Being Processed’ status
for regular orders.
Internally the status is
marked as ‘Ready (Hold)’
or ‘Ready(Fraud)’ that
the CSRs can view.
Auto Hold Free email providers
Configure domains that are free email provider. E.g.
gmail.com, hotmail.com etc. Customers using free
email providers can be used to mark the orders as
potential fraud for additional scrutiny.
Define the hold criteria that should be used for
marking the orders on hold. If any of the criteria
group is satisfied, order status is changed to
‘Ready (Hold)’. Hold orders do not flow to the ERP
automatically.
Auto Fraud
Set up fraud criteria that should be used for
marking the orders as potentially fraud. If any of
the criteria group is satisfied, order status is
changed to ‘Ready (Fraud)’. Fraud Orders do not
flow to the ERP automatically.

The merchant can choose to charge the credit card with order placement( capture/prepay) or can authorize only and then charge the card on the
creation of invoices (referred to as “delayed capture”).
He can also configure to charge the credit card upfront for non-shippable items , while letting the credit card be authorized first and then charged for
shippable items. This option allows merchants the flexibility to deliver non- shippable items real time.
Order/Quote entry setup

Clicking on ‘New Quote/Order’ would open the customer selection window. Once a customer is selected , his ‘Customer Class’, ‘Customer Contact’ and ‘Bill To’
company name from primary address, ‘Currency’ from customer master and preferred ‘Ship To’ address are defaulted from the customer record. There is a ‘New
Customer’ and ‘New Address’ button available for creating a ‘New Customer Account’ or a ‘New Address’. Quote expiry is an important differentiating field in the
quote creation screen as the quote expires according to expiry days set up.
Create order
Create quote
Customer and address selection during sales order/quote creation

Customer or address search launches in a pop up. This pop up does not require any unblocking from pop up blockers. Customer search pop up offers all
search and navigation facilities. Find arrow button would open multi-field search. ‘New’ button can be used to create a new customer.
Address Book can be launched by clicking on the ‘Address’ hyperlink. New Address form can be launched by clicking on the ‘New’ button.
Customer Search and Add New Customer
Customer search and
customer add
Address Book

Once a new sales order/ quote is saved, it shows as above with a ‘Order/Quote Number’ generated. Note that there are no ‘Order/Quote Lines’ at this point.
Using the toolbar or buttons you can ‘Edit’ or ‘Delete’ this order/quote. You can also ‘Apply Discount’ or ‘Finalize Quote’. Finalize Quote is the process for
sending the quote to a customer. ‘Recalculate shipping’ can be done once you enter order line and ship via method. You can click on ‘New Line’ to add a
new line to the sales order/quote.
Saved sales order/ quote and other commands

SKU (Type Ahead) field allows you to type in a SKU code. The field would
show suggestions based on what you are typing. Top 200 suggestions are
shown at any point of time.
Adding order/quote line (type ahead) Adding order/ quote line (look up)
If you press ‘tab’ on the keyboard or click on the SKU Code column, the
relevant ‘SKU Code’ is loaded.
You can also see a button beside SKU code that can be used to launch a
SKU lookup. SKU search form has all the capabilities of find/search/sort
and filter.
Look upType Ahead
Once you click on New Line, the line gets added
Adding order/quote line

Once the SKU is selected, it would default the ‘Unit Price’ from the ERP or the Manager Panel based on your set up. This ‘Unit Price’ is evaluated based on the chosen
customer and currency.
Selection of a SKU would also default the ‘Qty’, the ‘Line Total’, the ‘SKU Name’, the ‘Stock Qty’, the ‘From Channel’, the ‘Ship To’ address and the ‘Status’. These can be
overridden except the ‘Line Total’, the ‘Stock Quantity’ and the ‘Status’. ‘From Channel’ and ‘Ship To’ address are defaulted from the channel selected while placing quote
and the ‘Primary Address’ of the customer from the customer master.
If you want to apply a discount on this SKU, click on the ‘Coupon’ field and select. This would launch a list of all discount coupons configured in the system with calculated
discounts showing in the last column. Discounts are calculated based on the ‘Line Total’. The CSR can edit the discount amount as needed.
Automatic discounts set up in the Manager Panel would apply automatically to the order/quote. The CSR chooses ‘Using Discount Engine’ from the Apply Discount field
dropdown.
SKU Selection and adding SKU Discounts

Sometimes, customers might want to place orders for an item that is not yet in your item master. Orders and quotes can be processed without waiting for a real SKU to be
created. Once a real SKU is created, the write-in SKU is converted to a real SKU . Associated quotes or orders can then be released for further downstream processing.
While these quotes are sent to customers via email, the quotes are not shown on the web store unless the write-in line is converted to a real line.
Create write-in SKUs for items not in your item master

The CSR can place an order for inactive SKUs if desired by the customer. The CSR would first need to filter the SKU look up to show only inactive SKUs and
then choose the desired SKU. It will be added to the order as a line item and processed further.
Using inactive SKUs

The Manager Panel is also equipped to compile the data of web store customers who add items to their shopping cart but leave without making a purchase.
The CSR can make use of this information available in the Manager Panel to connect with the potential customer and ensure that the opportunity for sale is
not lost.
Create order based on abandoned shopping cart data

Tax Calculation
The sales order/quote gets updated as soon as you save the line. The updated sales order/quote would show tax calculations based upon your tax setup.
The details of the tax calculations can be seen in the ‘Tax Breakup’ tab in the ‘Order/Quote Line Area’.
The sales order/quote status at this time would be ‘Draft’. (Status Workflow is discussed in subsequent slides.)

Based upon the shipping method set up done previously, the ‘Ship Via’
lookup would show the estimated shipping details. Save the order/quote
to view the order/quote total including shipping charges.
Shipping method and discount
Applying Order/Shipping Discount
Order Discount and Shipping Discounts both can be applied by clicking on the
Apply Discount field in the header. ‘Discount Name’ lookup would show
available discounts as configured in the system. Discount amount is defaulted
from the lookup but can be over-ridden. Automatic discounts would be applied
if the CSR chooses Using Discount Engine from the drop down.
Select shipping method

24
Quote Statuses and Workflow
• Used as the first status every time a new quote is entered by the CSR
or workflow reruns.
Draft
• At this stage one or more Lines are present.
• The ‘Ship To’ method and the ‘Payment’ method are assigned.
New
• This means the quote needs approval.Ready Waiting Approval
• This means the Quote is approved and can be sent to the customer.
• When the user clicks on ‘Finalize Quote’, the quote first moves to
‘Ready (Approved)’ and then is finalized via Finalize Form.
Ready Approved
• This condition is reached when the Quote is Finalized by the CSR
manually. At this point an email may be sent to the customer with
quote details. Quotes are visible at this status to the customer on web
store.
Finalized
• Here the Quote is converted to an Order by the customer through the
web store or by the CSR. This step requires providing payment details
based on payment method selected.
Converted

Finalizing the quote and sending it to customer
Finalize the quote via the
Manager Panel
A CSR can finalize the quote and
send a pre-formatted email
(template driven) through the
Manager Panel to the customer
informing him about the same.
Customer converts quote to
order
The finalized quote is visible to the
customer in self service ‘My
Account’ on the web store.
Customer may edit shipping details
and can convert the quote to order,
after which it is shipped and
fulfilled.

Order Statuses and Workflow
• Used as the first status every time a new order is entered by
the CSR or workflow reruns.
Draft
• At this stage one or more Lines are present.
• The ‘Ship To’ method and the ‘Payment’ method are assigned.
New
• It mean the Auto Fraud Criteria was satisfied and the order
would require manual intervention to be processed and fulfilled
successfully.
Ready (On Fraud)
• It means the Auto Hold Criteria was satisfied and the order
would require manual intervention to be fulfilled successfully.
Ready (On Hold)
• It means the Order is ready to be the processed. It did not fulfill
any fraud or hold criteria and can be processed and fulfilled
through the automated process.
Ready (Approved)

27
Order Statuses and Workflow
• It means the Order was submitted successfully and picked up by the ERP
system for integration.
• It requires the authorized payment details of the order to be provided.
• Web store orders are directly placed in this status if no hold or fraud criteria
is satisfied.
Being Processed Queued
• It means the Order was picked up by the fulfillment system.
• If ERP Integration successfully integrates this order to the ERP then the
status is converted to this.
Being Processed Integrated
• It means that one or more order lines are fully or partially shipped, but
some quantity is pending.
• This change is usually done by the ERP Invoice Integration process.
Partially Shipped
• This means that all order lines are fully shipped and nothing is pending.
• This change is usually done by the ERP Invoice Integration process.
Shipped
• This means that the Order was cancelled manually.
• The CSR can chose to cancel the Order through the Manager Panel for
multiple reasons.
Cancelled

Submitting an order for processing
Once the order is ready, the CSR can submit an order for processing by changing the status through the Manager Panel. Order submission for processing
requires payment information if not already provided.
When the CSR changes the status via drop down (1), the status change message is shown (2). He can override auto-fraud and auto-hold if needed.
1
2

Order status changes automatically upon processing payment
Before an order can be completed, the CSR is required to process the payment through the Manager Panel. He enters the payment details for either an online or offline
payment method. The CSR can choose to only authorize the payment first and settle it later. Or he can choose to capture/pre-pay which means that the payment would
be received by the merchant immediately. Once the payment or payment authorization is successful order status would change successfully. The authorize payment page
also allows you to edit the template-driven order confirmation email that would be sent out to the customer at this stage.

The CSR can print the order confirmation details about the order including payment via the Manager Panel. He can directly print it or save it in PDF, MS Word or
MS Excel format for his records. It is possible to print the order at any stage in the sales order process. You can also print and save lists of quotes and orders,
along with downloading them for individual quotes/orders.
Print order details via Manager Panel

Once the Order is submitted for processing, it is typically picked up by the back-end ERP system for fulfillment. After the order is shipped and invoiced in the ERP,
Invoice Integration brings the invoices back in the Manager Panel. The unpaid invoices are displayed in the Manager Panel, and the CSR can process payments for
them manually via the Manager Panel, or via a batch process in the Integration Manager and Scheduler. On a successful run the charged money will be integrated
back into the ERP as payment against the invoice.
Invoicing an order

The CSR can process payments against the invoices using various features available in the Manager Panel. He can select the invoices he wishes to settle and process
payments for all or one of them using the ‘Pending Online Settlements’ feature. He can also ‘Create Payments’ and settle payments partially or completely. Refer here for
details about the various payment options available in the Manager Panel.
Processing payments against invoices via the Manager Panel

The self- service ‘My Account’ on the web store is equipped to settle offline payments. The invoices generated against the shopper’s orders are displayed on
the web store real-time. The shopper can select multiple invoices and make a single payment against them or even pay an invoice partially.
Settle invoices via web store

Use credit card wallet to save credit cards data
Credit card wallet
The Manager Panel allows you to store credit card data directly. In accordance with PCI-DSS standards, the wallet card data is transmitted over HTTPS from
shopper’s browsers to the web server. The credit card data is then stored in an encrypted format in database. CSRs can access this card data in masked
format through the Manager Panel. The CSR can add new cards to the credit card wallet when processing payments as well.
Credit card data can also be stored via the Authorize.net CIM service. Authorize.net CIM service reduces the PCI Compliance cost for the merchant. The
credit card wallet feature behavior does not change whether the merchant uses Authorize.net CIM service or saves it to the database directly.

The Store Manager selects the line items in an order to be shipped, enters the ‘Ship To’ method and a tracking number. He can ship all or some of the lines
in an order. An email confirmation is sent to the shopper and the Store Manager can also edit this prefilled email template to include promotional offers and
other information while shipping the order.
Shipping orders manually via the Manager Panel

Multiple ‘Ship To’ address and methods
Order Lines allow adding new addresses at a line level that are defaulted from the header and can be edited while a line is being added.
In such cases, the shipments are prepared and shipping charges are calculated as per shipping method selected. The ‘From Address’ (Warehouse),
the ‘To Address’ and the ‘Shipping Method’ is used to determine what lines can be grouped together into a single shipment.
The same facility has been provided for quotes. Such quotes when converted to an order copy the relevant shipment details as well.

At times, a customer might want to place a sales order/quote that is exactly the same as a previous sales order/quote he has placed with the merchant. Or the CSR
might want to place the same order for a different customer. At such times the CSR can copy a order/quote and create a duplicate order/quote with a new order
number, instead of having to create the order from scratch.
Copy sales orders/quote

When copying a order/quote the CSR can edit multiple fields including changing the customer, order type (quote/order), the sales channel the order/quote is
placed at, the shipping and billing address, the shipping carrier and shipping charges, as well as the payment method. Based upon the updated fields, the tax
is recalculated when copying the order/quote and reflects in a modified order total. A sales order/quote can be copied at any stage of the order/quote work
flow.
Modify multiple fields when copying a sales order/quote

The Manager Panel allows the CSR to download and save or print multiple types of reports related to a sales order/quote for the merchant’s records. The CSR
can download reports for all orders, individual orders, a particular date range, an individual customer etc. Any filters applied on the view are reflected in the
reports.
Download reports in PDF, CSV, MS Word and MS Excel formats

Bulk sales orders/ quotes can be imported via the Import Manager. Sample CSV files are provided to ensure accurate mapping with Manager Panel
order/quote creation UI fields. Unless the template is changed there is no need for manual mapping of the sales order fields. The order/ quote headers and
lines have to be imported separately. The Import Manager validates the CSV file and in the event of errors they are logged under ‘Import Logs’.
Easily import sales orders/quotes using pre-defined template

Similar to importing orders and quotes, the CSR can import sales invoices generated using the back-end ERP solution via the Import Manager. Relevant
CSV templates are provided in the Manager Panel. This feature requires to first import invoice headers that contain the same fields as the sales invoice
screen, after which invoice lines can be imported and attached to relevant invoices. Tracking numbers for invoices are imported separately. It is not possible
to import invoices for return orders.
Importing sales invoices via Import Manager

Thank You.

Manage your sales with Hitachi Solutions Ecommerce

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