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Salesforce Order Management
Implementation Guide for BB
and DC Commerce
Salesforce Spring
salesforcedocs
Last updated December
Copyright Salesforce Inc All rights reserved Salesforce is a registered trademark of Salesforce Inc as are other
names and marks Other marks appearing herein may be trademarks of their respective owners
CONTENTS
Order Management for BB or DC Commerce
Prepare Your Org
Configure Order Management
Configure Fulfillment
Configure Payment Processing
Configure Access and Permissions
Import Historical Order Data
ORDER MANAGEMENT FOR BB OR DC COMMERCE
Order Management helps retailers fulfill manage and service orders at scale with realtime inventory payment and invoicing order
allocation and fulfillment This guide describes the steps to implement Order Management with BB Commerce and DC Commerce
Some functionality described in this guide is included with DC Commerce implementations Other features are available only with the
purchase of an Order Management Starter or Growth license
Prepare Your Org
Configure person accounts currencies and other org settings to work with your product
Configure Order Management
Configure the features and flows of Order Management
Configure Fulfillment
Configure Order Management objects to support your order fulfillment process We offer sample fulfillment packages that include
flows processes and Apex classes that show how to implement Order Management functionality with Salesforce Flow You can
customize them or use them as inspiration to create your own flows and processes
Configure Payment Processing
Processing payments is an integral part of the order management process To let Order Management execute payment authorizations
captures and issue refunds integrate a payments component You can view payment activity in the order payment summary for
each order
Configure Access and Permissions
Configure fieldlevel security settings and users and permissions
Import Historical Order Data
After you start using Order Management in production you can import historical order data from a legacy system for reference
purposes This functionality is available only with an Order Management Starter or Growth license
Prepare Your Org
Configure person accounts currencies and other org settings to work with your product
Prerequisites
Make sure that youve met the prerequisites before implementing Order Management
Enable Admin Settings for Order Management
Order Management requires specific admin settings
Enable Person Accounts
You can represent shoppers using person accounts instead of using contacts on standard business accounts If youre using DC
Commerce you must enable person accounts For BB Commerce person accounts are optional
Enable Multiple Currencies Optional
To use multiple currencies enable multiple currencies and then add each currency
Order Management for BB or DC Commerce
Prerequisites
Prerequisites
Make sure that youve met the prerequisites before implementing Order Management
Make sure Lightning Experience is enabled on your org Order Management isnt supported on Salesforce Classic or Mobile You can
view record pages on Mobile but cant use other Order Management features
Purchase and activate an Order Management license A license is included with a developer org or when youre using a
partnerapproved Order Management template ID to create a trial org
For general information about Order Management concepts objects and records see Salesforce Order Management Help
Enable Admin Settings for Order Management
Order Management requires specific admin settings
From Setup in the Quick Find box find and select Order Settings
Select these settings Enable Orders Enable Negative Quantity Enable Zero Quantity Enable Enhanced Commerce Orders
Reduction orders can conflict with Order Management change orders so dont select Enable Reduction Orders If you use reduction
orders elsewhere we recommend that you create an order Record Type for Order Management orders Use an Apex Trigger or
Validation Rule to prevent the record type from being used for reduction orders For information on creating and using record types
see Tailor Business Processes to Different Users
Decide whether you want to enable the Optional Price Books feature If so select Enable Optional Price Books for Orders
You can use orders in Salesforce while managing price books in an external platform
If youre using DC Commerce you must select Enable Optional Price Books for Orders
Save the settings
Log out of the org and log back in
From Setup in the Quick Find box enter Order Management and then select Order Management
Turn on Order Management
Turning on Order Management enables the objects APIs and fields that Order Management uses The process can take several
minutes to complete If you dont see the Order Management app in the App Launcher immediately wait a few minutes and refresh
the page
If youre using person accounts to represent individual shoppers turn on Person Accounts for Shoppers
Turning on person accounts can take up to an hour
The Order Entry and Pricing API for Adding and Exchanging Items isnt yet generally available If youre interested in implementing it
contact your Salesforce account manager To use this feature you must also configure exchanges
Enable Person Accounts
You can represent shoppers using person accounts instead of using contacts on standard business accounts If youre using DC
Commerce you must enable person accounts For BB Commerce person accounts are optional
Warning Enabling person accounts is irreversible and changes your database structure Carefully consider the implications See
Person Accounts
Enable Person Accounts
a From Setup in the Quick Find box find and select Person Accounts
Order Management for BB or DC Commerce
Enable Multiple Currencies Optional
b Go through the steps listed on the Setup page
c Turn on Person Accounts
From Setup in the Quick Find box find and select Profiles
In the list of profiles select System Administrator
Scroll to the Record Type Settings section find Accounts and click its Edit link
In the Selected Record Types section move Master to the Available Record Types box and move Business Account and Person
Account to the Selected Record Types box
Note Where possible we changed noninclusive terms to align with our company value of Equality We maintained certain
terms to avoid affecting customer implementations
Set both the Default Record Type and the Business Account Default Record Type to Business Account
Set the Person Account Default Record Type to Person Account
Click Save
Enable Multiple Currencies Optional
To use multiple currencies enable multiple currencies and then add each currency
Warning After you enable multiple currencies you cant disable it
From Setup in the Quick Find box find and select Company Information
Click Edit
You can click either Edit button
Set the Currency Locale to the default currency that you want to use
Select Activate Multiple Currencies and save your changes
To add a currency from Setup in the Quick Find box enter Currencies and then select Manage Currencies and enable each
currency
SEE ALSO
Manage Multiple Currencies
Configure Order Management
Configure the features and flows of Order Management
Order Management Flows
Order Management works with Salesforce Flow which makes it easy for you to create manual and automated functions in your org
It includes flow templates for processes such as order summary creation placing orders on behalf of shoppers order fulfillment and
order servicing Some of the flow templates are available only with a Starter or Growth license
BB Checkout Flow and Order Management
If youre using Order Management with BB Commerce checkout flows configure the BB checkout flow to integrate Order
Management
Order Management for BB or DC Commerce
Order Management Flows
Order Lifecycle Statuses
Each object type has status categories with default statuses that reflect the order lifecycle Find these statuses in Object Manger in
the Statuses section of an object type You cant change the status categories but you can customize and add statuses as long as
you associate each status with a status category Having status categories that never change is helpful if you have custom processes
that depend on a records status category
Configure Return Reasons for Order Servicing Workflows
The Cancel Item Discount Return Item and Even Exchange flows require you to select a return reason from a dropdown list Some
examples of reasons are Wrong Item or Customer Changed Mind Define a list of reasons and add them as picklist values
Configure Return and Rejection Reasons for Return Merchandise Authorization
The RMA Return Items flow requires you to select a return or rejection reason from a dropdown list Some examples of reasons are
Wrong Item or Customer Changed Mind Define a list of reasons and add them as picklist values The RMA flow is available
only with an Order Management Growth or Starter license
Configure Tax Display
If you only do business in a locale that uses net taxation such as sales tax no extra configuration is needed If you do business in a
locale that uses gross taxation such as valueadded tax VAT you need to configure your page layouts to display amounts that
combine prices and taxes If youre using multiple currencies add a user profile for service agents and create page layouts that use
gross tax fields
Order Management Flows
Order Management works with Salesforce Flow which makes it easy for you to create manual and automated functions in your org It
includes flow templates for processes such as order summary creation placing orders on behalf of shoppers order fulfillment and order
servicing Some of the flow templates are available only with a Starter or Growth license
For information about configuring Order Management flows see Salesforce Order Management Configure Order Management Flows
BB Checkout Flow and Order Management
If youre using Order Management with BB Commerce checkout flows configure the BB checkout flow to integrate Order Management
See Update BB Checkout Flows to Work with Salesforce Order Management
Order Lifecycle Statuses
Each object type has status categories with default statuses that reflect the order lifecycle Find these statuses in Object Manger in the
Statuses section of an object type You cant change the status categories but you can customize and add statuses as long as you
associate each status with a status category Having status categories that never change is helpful if you have custom processes that
depend on a records status category
Object Type
Status Category
Default Statuses
Fulfillment Order
Draft
Draft
Activated
Allocated
Fulfilling
Assigned
Pickpack
Order Management for BB or DC Commerce
Object Type
Order Lifecycle Statuses
Status Category
Default Statuses
Closed
Fulfilled
Canceled
Canceled
Rejected
Order
Order Summary
Draft
Draft
Activated
Activated
Created
Active
New
Note The Order Summary object
includes a Status field but not a
Status Category field Standard Order
Management functionality doesnt
use order summary statuses though
they can be useful for implementing
custom business processes We
recommend that you configure the
order summary statuses to match
your order statuses
Process Exception
Triaged
Inactive
Ignored
Paused
Voided
Return Order
Resolved
Resolved
Activated
Activated
Submitted
Canceled
Canceled
Closed
Closed
Draft
Draft
Order Management for BB or DC Commerce
Configure Return Reasons for Order Servicing Workflows
Configure Return Reasons for Order Servicing Workflows
The Cancel Item Discount Return Item and Even Exchange flows require you to select a return reason from a dropdown list Some
examples of reasons are Wrong Item or Customer Changed Mind Define a list of reasons and add them as picklist values
From Setup in the Quick Find box find and select Object Manager
Select the Order Product Summary Change object
Click Fields Relationships
Select Reason
To add a new reason to the Reason Picklist Values click New create your reason and click Save
Select a default value
a Click Edit for the value
b Select Default
c Click Save
Configure Return and Rejection Reasons for Return Merchandise
Authorization
The RMA Return Items flow requires you to select a return or rejection reason from a dropdown list Some examples of reasons are
Wrong Item or Customer Changed Mind Define a list of reasons and add them as picklist values The RMA flow is available
only with an Order Management Growth or Starter license
From Setup in the Quick Find box enter Object Manager and then select Object Manager
Select Return Order Line Item
Click Fields Relationships
Select Reason for Return
To add a new reason to the Reason for Return Picklist Values click New create your reason and click Save
Select a default value
a Click Edit for the value
b Select Default
c Click Save
Save your changes
Verify that all the entries are also in the Reason picklist on Order Product Summary Change
All Reason for Return values in the Order Product Summary Change must have a matching value in the Return Order Line Item
Go back to Return Order Line Item Fields Relationships and select Reason for Rejection
Add your rejection reasons to the Reason for Rejection Picklist Values
Reasons for rejection are reasons you cant accept the return such as Item Is Perishable
Select a default value
Save your changes
Order Management for BB or DC Commerce
Configure Tax Display
Configure Tax Display
If you only do business in a locale that uses net taxation such as sales tax no extra configuration is needed If you do business in a locale
that uses gross taxation such as valueadded tax VAT you need to configure your page layouts to display amounts that combine prices
and taxes If youre using multiple currencies add a user profile for service agents and create page layouts that use gross tax fields
From Setup in the Quick Find box find and select Object Manager
For each object that displays prices create a page layout that uses gross taxation fields that combine prices and tax amounts See
Create Page Layouts
Edit or clone the Standard User profile
a From Setup in the Quick Find box find and select Profiles
b If you only do business in a locale that uses gross taxation edit the Standard User profile
c If your org is enabled for multiple currencies clone the Standard User profile Give the new profile a name that identifies it as
applicable for users working with gross tax
d Assign the gross taxation page layouts to the user profile
After creating at least one Order Summary record configure the gross tax fields If necessary return to this step later in the
implementation process
In Salesforce Order Management open any Order Summary record details page
a From the Setup menu on that page select Edit Page
b Configure the Fields for Gross Tax Orders section of the Totals component
c Save and activate the page
Configure Fulfillment
Configure Order Management objects to support your order fulfillment process We offer sample fulfillment packages that include flows
processes and Apex classes that show how to implement Order Management functionality with Salesforce Flow You can customize
them or use them as inspiration to create your own flows and processes
Fulfillment Types
Order Management supports three fulfillment categories Each category is associated with one or more fulfillment types You cant
change the categories but you can customize the list of types as long as you associate each category with at least one type
Configure Fulfillment Locations
Configure the location object to represent your locations and optionally location priorities Then create a location record for each
fulfillment location
Fulfillment Types
Order Management supports three fulfillment categories Each category is associated with one or more fulfillment types You cant
change the categories but you can customize the list of types as long as you associate each category with at least one type
To customize fulfillment types edit the picklist values for the Type field on the Fulfillment Order object
Order Management for BB or DC Commerce
Configure Fulfillment Locations
Fulfillment Category
Default Fulfillment Types
Physical
Warehouse
Retail Store
In Store Pickup
Drop Ship
Supplier
Digital
Download
Email
Configure Fulfillment Locations
Configure the location object to represent your locations and optionally location priorities Then create a location record for each
fulfillment location
From Setup in the Quick Find box find and select Object Manager
Select Location Fields Relationships Location Type
Add your locations to the Location Type Picklist Values
Examples of a location type are Warehouse or Retail Store
Select a default value
a Click Edit for the value
b Select Default
c Click Save
Optional for customers using routing Create a location ranking system to prioritize locations
If youre using the Order Management license included with DC Commerce you cant use a priority ranking system
a Select Location Fields Relationships Priority
b Add numeric values to the Priority Picklist Values
The lower the number the more preferred the location is
c Select a default priority value
Save your changes
Create a location record for each fulfillment location
If youre using the Order Management license included with DC Commerce you can use only one location
a From the App Launcher select Locations
b Click New
c Enter a name for the location and select a value for Location Type
d If you plan to use Salesforce Omnichannel Inventory to manage your inventory locations select Sync with OCI for locations and
location groups that are part of your Omnichannel Inventory implementation
e If youre using a routing and have configured a location ranking system set the priority for the location
Order Management for BB or DC Commerce
Configure Payment Processing
f Optionally limit the number of fulfillment orders assigned to a location by defining its fulfillment order capacity If youre using
the Order Management license included with DC Commerce these order capacity fields arent available
Track Fulfillment Order CapacityTo track the locations capacity set this option to true The values of Fulfillment Order
Capacity and Assigned Fulfillment Order Count are then used to determine if the location has available capacity
Fulfillment Order CapacityMaximum number of orders that can be assigned to the location If this value is null the locations
capacity is unlimited
Assigned Fulfillment Order CountTo define the time period associated with the maximum capacity for this location set
this value to a certain interval For example to track capacity per day run an automated job that sets this value to for each
location at midnight of the locations time zone
g Save your changes
h Repeat for each location
SEE ALSO
Order Mangement Flow Core Actions
Configure Payment Processing
Processing payments is an integral part of the order management process To let Order Management execute payment authorizations
captures and issue refunds integrate a payments component You can view payment activity in the order payment summary for each
order
Salesforce Payments
For easy payment integration with Order Management install Salesforce Payments which is available on the core Salesforce platform
Manually Configure a Payment Gateway
If you dont use Salesforce Payments you can manually configure a payment gateway to view and manage payments in Order
Management Configure a gateway for each payment provider for example Stripe PayPal Adyen or Cybersource Payment packages
are available on AppExchange for some vendors
Payment Sequencing
You can control the sequence in which to apply refund amounts to payment methods For example if an order was partially paid
with a gift card you could refund to the gift card first regardless of how the payment amounts were originally distributed
Salesforce Payments
For easy payment integration with Order Management install Salesforce Payments which is available on the core Salesforce platform
Manually Configure a Payment Gateway
If you dont use Salesforce Payments you can manually configure a payment gateway to view and manage payments in Order Management
Configure a gateway for each payment provider for example Stripe PayPal Adyen or Cybersource Payment packages are available on
AppExchange for some vendors
Create a payment gateway adapter class using the Salesforce APEX connector framework
To get started see these reference classes httpsgithubcomforcedotcomCorePaymentsReferenceGatewayIntegrationAdapters
Order Management for BB or DC Commerce
Payment Sequencing
Create a payment gateway provider record that points to the adapter class that you created
In Setup define a named credential that contains the gateway providers authentication and login information
The adapter class callout definition calls the named credential
To link the payment gateway provider record and the named credential create a payment gateway record
SEE ALSO
Use Cases for the CommercePayments Namespace
Named Credentials
Commerce Payments Resources
CommercePayments Namespace
Payment Sequencing
You can control the sequence in which to apply refund amounts to payment methods For example if an order was partially paid with
a gift card you could refund to the gift card first regardless of how the payment amounts were originally distributed
For information about implementing payment sequencing see Payment Sequencing in the Salesforce Order Management Developer
Guide
Configure Access and Permissions
Configure fieldlevel security settings and users and permissions
Order Management Users and Permissions
To access Order Management features users require the System Administrator profile or either the Standard Platform User profile
or the Identity User profile along with the Salesforce Order Management feature permission set license Users also require access to
the Order Management console app and to any customizations that you implement Order Management includes some personabased
permission sets that you can use as is or clone and customize
Configure Access to the Console App
Provide access to the console app for a permission set
Configure FieldLevel Security
Give the System Administrator profile permissions to access specific fields on orderrelated objects These permissions allow users
to access Order Management functionality
Order Management Users and Permissions
To access Order Management features users require the System Administrator profile or either the Standard Platform User profile or
the Identity User profile along with the Salesforce Order Management feature permission set license Users also require access to the
Order Management console app and to any customizations that you implement Order Management includes some personabased
permission sets that you can use as is or clone and customize
To users assigned to the Identity User profile access Order Management features configure the tab setting for the Identity User profile
for the Account object to Default On See View and Edit Tab Settings in Permission Sets and Profiles
Order Management for BB or DC Commerce
Order Management Users and Permissions
User Access
To view the included permission sets in the Setup Quick Find box enter Permission Sets and then select Permission Sets
Permission Set
Description
Order Management Operations Manager Growth or Starter license Ability to manage daytoday Order Management processes
only
Limited ability to modify open fulfillment orders
Order Management Agent Growth or Starter license only
Standard Order Management user Can only modify an open
fulfillment order by advancing its status through the workflow
Order Management Store Associate Growth or Starter license only Limited access that allows an instore associate to process
fulfillment orders
Order Management Shopper Growth or Starter license only
Limited access for a service user to allow an external system to
make selfservice requests Readonly access to fulfillment orders
Commerce Order Management User
Ability to manage daytoday Order Management processes
Limited ability to modify open fulfillment orders Only cancellation
and simple returns allowed No appeasements or unmanaged
orders allowed
If you use the included permission sets as is you must also create at least one custom permission set to provide access to the console
app and any customizations Each cloned permission set counts against your orgs limits
You can organize your permission sets in different ways
Recommended Use one or more permission sets to provide the Order Management permission set license and personabased
permissions and one permission set for the console app and any customizations You can use the included permission sets or create
custom permission sets with the Order Management permission set license Assign one Order Management permission set and the
custom permission set to each Order Management user
Use multiple Order Management permission sets You can clone the included permission sets or create custom permission sets with
the Order Management permission set license Add the console app permission and all custom permissions to each set Assign one
of the sets to each Order Management user
Use a single permission set for all Order Management users You can clone one of the included permission sets or create a custom
permission set with the Order Management permission set license Add the console app permission and all custom permissions to
the set
Important If you assign more than one permission set with the Order Management permission set license to a single user that
user consumes multiple Order Management licenses
For more information see Permission Sets and User Licenses in Set Up and Maintain Your Salesforce Organization in Salesforce Help
Data Protection and Privacy
Data protection and privacy regulations can require you to mask or delete customers personal data However many fields on Order
Management objects that contain personal data is readonly during normal processing Only users with the System Administrator profile
or the Edit Activated Orders permission can modify them When designing your data protection and privacy policies be sure to account
for this restriction
