In addition to the standard order fulfillment process and the warehouse management process, SAP Commerce Cloud also provides some additional features to support order management, such as:
- Order management-related customer services
- Order management services module (OMS)
Firstly, our base commerce module incorporates key customer service functions related to order management, including order cancellation, returns, and refunds. While this learning journey doesn't delve into the specifics of these services, additional information is readily available.
Upon completing this learning journey, we suggest you view the video, Customer Services in the Base Commerce Module. It provides a summary of customer services in the base commerce module. It also showcases APIs implemented for order-related customer support, covering areas like order cancellation, returns, and refunds.
Secondly, the SAP Order Management Services (OMS) module, developed on the SAP Commerce platform, facilitates the management and viewing of customer orders. Moreover, it allows for the review and modification of shipping details. It also supports in processing returns and refunds, as well as provides the capability of search and visualization of inventory information.
Here are the key features of the module:
- Real-Time Inventory Management: It allows for real-time stock management at all storage locations using ATP (Availability To Promise) through Backoffice or OCC (Omni Commerce Connect).
- Automation: It enables the facilitation of order fulfillment, e-mail notifications, order cancellation, returns, and warehouse communication through automated order procedures or workflows.
- Sourcing: It evaluates the optimal way to fulfill orders and determines the volume of shipments to create based on predefined order-splitting strategies.
- Allocation: It assesses sourcing results from Sourcing and generates matching shipments to specific warehouses.
- Pick, Pack, and Label Service: It facilitates the process of picking, packing, labeling, and shipment confirmation using the Order Fulfillment Cockpit in Backoffice.
- Self-Service: It offers the convenience of managing cancellations, returns, and refunds through self-service options.
This is a concise overview of the OMS module and its broader features are outside the scope of this learning journey. For more information, refer to the OMS page on the help portal.