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How to handle e-commerce cancellations and amendments coming to NAV ?

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Posted on by Christos Christou 511

Hi guys,

We are connecting Hybris e-commerce platform with NAV for one of our retail customers. 

diagram.png

About the orders and refunds the procedure is quite straight forward:
 
Orders:
 

1.       Sales Order posted in NAV

2.       Payment is received and applies to the Sales Order

 
Refunds:
 

1.       Sales Order posted in NAV

2.       Payment is received and applies to the Sales Order

3.       Sales Return Order posted in NAV (Credit Memo)

4.       Refund is received and applies with the Sales Return Order (Credit Memo)

 
About the cancellations and amendments, is something we need to think about it a little more. Their questions are: “Cancel original order and start a new order or amend the existing order.” In NAV once you post the order you cannot amend it. You have to create a reversal document against it and then create a new order. The same principle applies to the payment and the refund.
How do you suggest to handle cancellation of items within the order or amendments (change of quantity etc.)?
Thanks

 

Categories:
Retail
Sales
  • Christos Christou Profile Picture
    Christos Christou 511 on at
    RE: How to handle e-commerce cancellations and amendments coming to NAV ?

    Thanks Alexander

  • Suggested answer
    Christos Christou Profile Picture
    Christos Christou 511 on at
    RE: How to handle e-commerce cancellations and amendments coming to NAV ?

    Thanks Vishal

  • Suggested answer
    Christos Christou Profile Picture
    Christos Christou 511 on at
    RE: How to handle e-commerce cancellations and amendments coming to NAV ?

    Thanks Jonathan

  • Verified answer
    Alexander Ermakov Profile Picture
    Alexander Ermakov 28,094 on at
    RE: How to handle e-commerce cancellations and amendments coming to NAV ?

    If you had already posted the Sales Order fully, you cannot modify it (if it even is not deleted from the system). So when it is posted, customer ideally should not have a need to make ammendments to that.

    For example, do not post the sales order unless there is a certainty that customer would not have a need to make ammendments to that. Normally the sales order is posted when items are delivered to customer (or depending on when the ownership rights for the items are transferred). If customer wants to make changes after that, you should go for credit-memos, returns and creating new orders - both in NAV and e-commerce.

    So, main idea is that there should be some timepoint after which customer is not able to make ammendments to the order.

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: How to handle e-commerce cancellations and amendments coming to NAV ?

    Hi,

    Once you post the sales order fully from order screen (ship and invoice), order is normally gets deleted.

    Hence In case of cancellation of order, you need to raise the credit memo.

    Also, In case of amendment in quantity, you can reverse the original posted invoice by passing credit memo and post the fresh order.

    There is also another way of postig the invoice (via invoice screen > get shipment lines), where you can still have chance to increase the quantity within same order but it would not be recommended when it is integrated with eCommerce site.

    It is always better to revese the original order and create fresh order for better tracking.

    I am not sure the reason of quantity amendment in ecommerce site. Ideally it should not be possible, if you had already posted the order in navision and goods are already delivered.

    Hope this helps.

  • Verified answer
    keoma Profile Picture
    keoma 32,671 on at
    RE: How to handle e-commerce cancellations and amendments coming to NAV ?

    important is that you do not change the nav standard processes. a posted sales order cannot be cancelled or amended, for reversal create an according return sales order. if you want to run the same the same processes in the e-commerce platform, it should do the same as the windows client. compare with web client.

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