Order Processing Pipeline Overview

 

Order Processing Workflow Triggers

 

Email Notification

• An email notification is dispatched to the operations team, notifying them that the deal is now prepared for processing.

• The email contains the following information:

  

Task Creation

• A HubSpot task is generated and assigned to the Order Processing Queue
• The image below displays how the inside of the task appears, with all the included details:

 

Operations Process Begins

Upon the operations team's receipt of the email notification and the task, they will proceed with the following steps:

Task Assignee:

An operations team member will update the Assignee field, designating themselves as responsible for handling the order.

• This step promotes transparency within the team, ensuring everyone knows the person responsible for advancing the order processing.
• Notifying Team Members: Simultaneously, the operations team member will inform their fellow team members about their involvement in the task to prevent duplicate efforts.

Processing in Progress:

One of our operations team members will update the Deal Stage to "Processing in Progress."

• This action serves as a clear indication that our team has initiated the processing of the order. 

• 
• 
  

Quote Review

A member of the operations team will initiate the review of the sales quote in both HubSpot and NetSuite, focusing on various areas, including but not limited to:

• HubSpot/NetSuite Comparison: Audit quote details in HubSpot quote to what was synced to NetSuite and make necessary updates.
• Review Quote Details: Read through the purchase terms and any comments left.
• Confirm Inventory: Check the inventory levels to verify the line items are in stock and available for immediate shipment.
• Confirm Payment: Verify that the customer's payment and billing information are accurate.
  • If a credit card is required: Initiate a secure payment method email from NetSuite to the customer, enabling them to submit their card details securely.

• • Card on file: Validate the last four digits of the card, as specified in the purchase terms, for the intended charge.
• Confirm Shipping: Verify that the shipping address provided by the customer is valid and accurate. Ensure that it matches the carrier's requirements for safe and efficient delivery.

• Generate Order Confirmation: Send an order confirmation email or document to the customer, acknowledging the receipt of their order and providing them with an estimated delivery date.

 

Order Processing Complete 

• Once the steps above are complete, the operations team will set the Deal Stage to one of the following:   
  • Closed Won - This status is applied when an order is fully processed, the payment has been successfully charged, and the order has started its shipping journey. It signifies a completed transaction.
  • Credit Card Denied: This status is used when the credit card provided by the customer for payment is declined or an issue is encountered during the payment processing. It prompts further communication with the customer to fix the payment issue.

  • Incorrect Shipping Info: This status is applied when the provided shipping address or information is inaccurate or incomplete. Resolution involves contacting the customer to verify and correct the shipping details to ensure successful delivery.

  • Incorrect Billing Info: This status indicates that there is a problem with the billing information provided by the customer. It may include incorrect credit card details, billing address mismatches, or other billing-related issues. Resolution involves contacting the customer for updated billing information.

  • Item Out of Stock: When one or more items from the customer's order are out of stock, this status is assigned. It requires communication with the customer to discuss alternative options such as back orders, substitutions, or order adjustments.

  • Order Cancelled: This status is used when an order is canceled by either the customer or the company. It signifies the termination of the order and may involve refunding the customer if applicable.

Closed Won 

• Triggers Workflow: 6.1 | Ordering Processing Pipeline | Closed Won Stage | Move to Sales Pipeline - Closed Won
• Workflow 6.1 - Moves the Deal back to the Sales Pipeline and sets the deal stage to closed won, ensuring more precise reporting in the Sales Pipeline. 
  • New Pipeline: Triggers workflow: 5.9 | Sales Pipeline | Closed Won Stage | Send Email Notification 
  • Sends the following email notification to the deal owner.
    

 

 

Order Cancelled

• Triggers Workflow - 6.2 | Ordering Processing Pipeline | Order Cancelled Stage | Move to Sales Pipeline - Closed Lost
• Workflow 6.1 moves the Deal back to the Sales Pipeline and sets the deal stage to Closed Lost
  • New Pipeline: Triggers workflow: 5.9 | Sales Pipeline | Closed Lost Stage | Send Email Notification 

• • Sends the following email notification

• • 

Order Needs Review

• If the deal stages are updated to one of the following, Workflow - 7.0 | Order Processing Pipeline | Order Needs Review | Create Task & Email Notification will begin.
  • Credit Card Denied
  • Incorrect Shipping Info
  • Incorrect Billing Info
  • Item Out of Stock

• This workflow initiates an email notification, and a task is assigned to the deal owner, providing them with information about the deal stage update.

Deal Owner - Task Assigned

• The deal owner receives the task and follows the steps needed to resolve the order issue.
  
  
  

  Deal Owner Completes Sales Order Error Task 

  • Deal Owner clones the quote with the corrected information and includes Final v2 in the title.
  • Deal Owner moves the stage back to "Pending Processing," which will begin the Operations process again.

• • If no action is taken in (2) days, a follow-up task will be created and sent to the Deal Owner and department lead. 
    
    

Order Processing Steps Restart