Manage orders created on behalf of customers in a controlled manner to protect against risks of error, misuse, and false commitments.
In telephone orders, the customer verbally selects the products, and the representative creates the transaction in the system. This model is particularly important for customers who cannot use digital channels or who require consultation.
The representative screen should speed up product finding; however, orders should not be finalized without clear confirmation of critical information with the customer.
Customer verification
Phone and customer record matching
Required security questions or one-time verification.
Clear information for new customer registration.
Controlling the risk of transactions on behalf of an unauthorized person.
Order entry steps
Product and variant selection
Quantity and packaging rules
Prices, promotions and discounts.
Billing and delivery address
Delivery method and estimated date.
Payment method
Specific instructions and customer references.
Verbal confirmation and summary
Before the order is finalized, the products, quantities, total amount, delivery address, date, and cancellation or return conditions should be summarized to the customer. Then, a written order confirmation should be sent.
Changes and cancellations
The system should control which changes can be made depending on the production, preparation, or shipping stage. The changes made should be recorded with user and time information.
Treat the phone order not as a quick manual entry, but as a corporate sales transaction confirmed by the customer and verified by system rules.