Supply chain | Supply Chain Management, Commerce

Call center orders discount issue

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Posted on by Rutvik M

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Hi All,

We are trying to use the call center feature. We don't want to use it but as per MS suggestion if we want discounts to work on POS on quotations created from HQ, we need to enable call center. So after enabling call center when we create quotations or orders, it adds up all the discount.

For example we have trade agreement of 20% on the store S1 and 25% on warehouse W1, then in the sales line of quotation or order, it will add both the discounts and it will become 20%+25%. regardless of which warehouse you choose. What is this behavior? It is hampering our business

Please refer the screenshot. Please suggest if anyone has an idea?

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Andreas Raithel 4,963 Moderator on at

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RE: Call center orders discount issue

Dear Rutvik,

as Call Center sales prices are calculated by Retail sales price seaarching this is mainly different from usual Sales price engine (without Retail price searching). May be only the check box "Find next" at a trade agreement comes to a situation to apply multiple discounts. Therefor these paramater have to be set at Accounts recedivable parameters:

May be you can share your pricing settings for this item.

A good point to check sales prices using retail sales pricing engine is to go to Retail and Commerece / prices and dsicounts / price simulator

Just select your Channel in Header/General and set optional filters and then add item number to the Sales line. It will show you all price setting and resulting sales price.

Furthermore there are some setting in Retails and Commerce / Setup / Headquater Setup / Parameters / Commerce Parameters --> Price and discounts

As it can be complicated to find the issue, may be a good starting point for how to setup retail sales prices and discounts would be found in docs.

Retail sales price management - Commerce | Dynamics 365 | Microsoft Docs

Apply multiple Retail discounts to a product - Commerce | Dynamics 365 | Microsoft Docs

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Rutvik M 192 on at

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RE: Call center orders discount issue

Hi Andreas,

Thanks for your reply. We could not find the check box " "Find next" at a trade agreement". We have tried changing the parameters for discount as you suggested from line to multiline etc. Still its adding all the trade agreement discounts. We are still going through all the links you have suggested but so far nothing has worked.

I am not sure if we can resolve the discount issue with call center enabled or disabled.

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Ramune on at

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RE: Call center orders discount issue

Hi Rutvik,

I see you have created a support ticket for us. Please wait until you get some updates from my colleagues about the outcome. I was testing the case together, it might be an issue in standard D365 when call center enabled.

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Rutvik M 192 on at

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RE: Call center orders discount issue

Ok thanks a lot Ramune!

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Rutvik M 192 on at

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RE: Call center orders discount issue

Hi Andreas,

Just to update you on this. Microsoft has confirmed that warehouse wise discount will not work if we enable call center. So we will have to stick with one discount which will apply to all regardless of which warehouse we select in the sales order line.

Ramune said that they are going to look into this so in future maybe we will see improvements. Let's hope!

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Rutvik M 192 on at

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RE: Call center orders discount issue

Hi Ramune,

After enabling call center the Retail discounts are getting applied in quotes and orders. However we are facing an issue while converting opportunities to quotes.

When we convert opportunities to quotation, the Retail affiliation discount does not apply. Are you aware of this behavior ? I have already raised a ticket for this. But its taking time.

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ToddB on at

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RE: Call center orders discount issue

Hi Rutvik,

Going forward, I would recommend creating a new thread for a new issue.

In taking a look into this, it appears a hotfix request is being investigated around this issue.

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