B2C Order management

Point of sales

• NetSuite Cash Sale transaction records immediately book revenue and relieve inventory
• Each store location is set up as a separate location in NetSuite, with 360-degree, real time views into inventory across locations
• SuiteCommerce InStore (SCIS) is layered seamlessly on top of the
• NetSuite platform, with no integrations required
• When a 3rd party PO is in use, sales data can be imported (via CSV) into NetSuite or integrated*
• *Pre-built partner connectors may be available

Store Fulfillment Requests Management

The store fulfillment process is managed using fulfillment requests. Works in conjunction with Automatic Location Assignment (ALA) Engine. SCIS includes Store Fulfillment management capabilities

• Fulfillments can be
• Accepted
• Picked and packed
• Fulfilled (shipped from, or picked up in-store)
• Rejected
• Rejections by reason code
• Insufficient stock on-hand
• Wrong size or color, for example
• The customer just bought the last one
• Rejections go back to ALA for reassignment to another store (if applicable)
• Surfaced to customer service for additional management (contact customer,

Web Order Management

• Sales Orders are validated against business rules and inventory
  availability
• All transactions, communications, and responses will be linked to the
  customer record and visible to all
• SuiteCommerce Advanced (SCA) web stores are layered seamlessly on
  top of the NetSuite platform, with no integrations required
• Sales Orders generated via existing / 3rd party eCommerce platform or Marketplaces can be imported (via CSV) or automatically uploaded into NetSuite via integration*

B2C Shipping Cost Estimate

• Estimated Shipping Cost is calculated and applied to the Sales
  Order after items have been added
• NetSuite offers pre-built integrations with FedEx, UPS and USPS so
  shipping rates can be calculated and applied in real time
• If shipping is required but integrated shipping is NOT used, flat rates can be entered / applied
• NetSuite partners like Pacejet or OzLink provide advanced shipping functionality if required (i.e. international shipping, rat shopping, LTL or weight scale integration)

B2C Sales Order Fulfillment

• After Sales Order is validated against business rules / approved, inventory availability is considered. If an inventory is available, quantities are committed against the order and it moves through fulfillment
• Warehouse personnel use Dashboard Picking Notifications & Picking Tickets to locate the ordered items within the warehouse
• Print FedEx / UPS / USPS shipping labels and packing lists from NetSuite once Sales Order has moved through Pick & Pack and is ready to be shipped

Vendor Drop Shipments

• Items that are always drop shipped from a vendor directly to a customer are designated as Drop Ship & drop ship vendor PO’s are auto-generated by default when Drop Ship items are added to a Sales Order
• Drop ship vendor PO’s can also be manually generated from a Sales Order if required to meet customer demand.
• Drop ship POs are aggregated by vendor per Sales Order, but not across multiple Sales Orders by vendor.
• When a vendor acknowledges that a dropship PO has been shipped to the customer, the PO is Marked Shipped instead of receiving the item(s) into inventory & a Fulfillment Record for the drop ship item(s) is auto-created

Order Fulfillment: FBA or 3PL

• Pre-built item integration with Fulfillment By Amazon (FBA) via SDN partners FarApp or Celigo integration platform
• Leading practices treats FBA as a 3PL location
• In addition to integration with FBA, integration to other 3PL systems can be supported via SDN partners like Celigo or FarApp
• *Requires partner solution

Customer Payment

• Credit Card capture and authorization performed at order entry fo E-commerce and/or Marketplace transactions
• 3rd Party eCommerce and marketplace handle own credit card capture and authorization
• Credit Card capture and authorization occurs at the store register/payment processing device for Point of Sale transactions

Customer Returns

• Return Authorizations (RMA) are created from the Sales Order, Cash Sale or Invoice by the Customer Support Representative. If necessary, a standalone RMA can be manually created
• An Item Receipt record is created and linked to the RMA when the returned item is received at the return processing destination
• Dashboard alerts notify the applicable role/user of Return Authorizations Pending Credit / Refund
• Credit Memos are created directly from the RMA

B2C Order Management – Key Reports

• Open Sales Orders
• Sales Orders Pending Fulfillment
• Sales Back Order Report
• Shipping Report
• Open Return Authorizations
• Return Authorizations Pending
• Receipt

B2B Order Management

Lead Generation

• Define Sales & Marketing strategies to compliment one another. Real-time reporting & visibility into opportunities, leads, customers, pipeline, and sales forecasting within one, unified system
• Perform Lead Source analysis and track ROI for lead generation events or campaigns
• Quote / Estimate generation uses the same rules as Sales Order pricing engine

B2B Order Entry

• When items are added to an order, shipping costs are calculated for items to be shipped; Shipping rates can be integrated or entered manually
• B2B Sales Orders can be entered manually, imported via CSV, generated via SuiteCommerce, 3rd party eCommerce, or via EDI
• *Requires partner solution
• Sales Orders are validated against business rules and inventor availability

Item Pricing

• If the Customer receives special/specific pricing, NetSuite automatically applies the appropriate price level per item as set up on the Customer and Item records
• If the Customer does not receive special/specific pricing, Item Group pricing, channel-specific pricing, or the base price level is applied as set up on the Item record
• NetSuite’s pricing & promotions engine also checks for Quantity Based pricing breaks and available/applicable Promotions

Supply Allocation

• Supply chain allocation automation to commit on-hand inventory to sales orders and allocate purchase order inventory to sales orders
• User-defined rules-based allocation strategies
• Allocation schedules enable multiple allocation strategies to be run on periodic and scheduled basis

Allocation Strategy

• Determine how items are allocated
• User-defined rules-based allocation
• strategies includes:
• Order Type
• Order Line
• Customer
• Supply Required by Date
• Location
• Allocate orders frequency:
• At once
• Scheduled batch
• Manual allocation

Allocation Results & Alerts

• Expected Ship Date is calculated & displayed
• Days late displays the potential delays
• Alerts may be displayed to show potential shortages in meeting customer commitments
• Order allocation alerts and exception reporting

Demand Orders: Drill Down of Allocated Supply

• Drill down of allocated supply is available by clicking on the Allocated Supply field
• Allocated Supply pop-up
• linked from each order line details of supply exception marked (Days Late on supply order)

Purchase Order: Allocated Demand

• Allocated Demand is displayed on each supply line
• Drill down is available by clicking on the field to show details of the associated demand

Sales Order Allocation Results

• Expected Ship Date is calculated and displayed
• Days Late displays the potential delays
• Alerts may be displayed to show potential shortages in meeting customer commitments
• Allocated Supply pop-up linked from each order line details of supply exception marked (Days Late on supply order)

Order Allocation Alerts

• Any Allocation Exception may appear when Expected Ship Date set manually is the same as the
• calculated Supply Required by Date
• Exceptions may appear in the following areas
• Order Allocation Alert page (Transactions>Inventory>Allocate Orders>Order Allocation Alert)
• Days Late on the Sales Order line on the Allocated Supply pop-up, supply orders linked to the demand order line indicate the cause of the exception

Order Commitment

Order commit

• Auto-Commit inventory based on pre-defined criteria upon sales order creation.
• This can be based on expected shipping dates, creation, date, and priority order.

scheduled commit

• Defined criteria using a saved search
• Stack scheduling using an unlimited amount of commitment schedule
• Manage the recurrence frequency

Manual / Run NowCommit

Determine how items are allocated to orders manually

Criteria include:

• Order Priority
• Transaction Date
• Expected Ship Date
• Additional criteria

Reallocating

• Items
• Reallocate Items page to redistribute your inventory items between open orders.

Things we can do to eliminate errors

• Automatic Location Assignment and scheduled commit co-exist on the same platform
• Stacked, scheduled commit processes
• Commit inventory across locations and channels, by customer priority and expected ship dates
• Exclude specified locations from consideration
• Exception-based reporting to monitor inventory and allocation of health
• Manual intervention when required
• Store fulfillment request management via SCIS

Limitations

• Mix scheduled commit and auto-commit on the same instance
• Segment inventory by channel
• Soft commit available to promise inventory

Order Commitment Criteria

• Location
• Channel
• B2B
• B2C (retail, ecom, marketplace, etc)
• Order Type (custom attribute)
• Preorder
• At Once
• Customer Order Priority 1-99
• Shipping Type (Same Day, Next Day, etc)
• Requested Ship Date (custom attribute)
• Cancel-By Date (custom attribute)
• Transaction Date
• Ship Date

Sample Scheduled Commitment Criteria

Commit Criteria #1

• Order Type:
• Ship from store
• Immediate B2C Sales Order
• Expected Shipping Date:
• This week
• Location:
• Retail Locations
• Frequency
• Every x-minutes

Commit Criteria #2

• Order Type:
• Ship from Warehouse
• B2C
• Reallocate as needed
• Expected Shipping Date
• Future
• Location:
• B2B Warehouse
• Frequency
• Every x-hours

Commit Criteria #3

• Order Type:
• B2B Wholesale orders
• Ship from Warehouse
• Expected Shipping Date
• Ship horizon or window
• Location:
• B2B Warehouse
• Frequency
• 2x per day

Typical Scheduled Commit Process Stack

• Channel
• Customer priority is associated with orders to establish initial priority
• Additional ability to re-prioritize order by order-type or other criteria
• Stacked schedules to process (for example)
• Highest priority customers and at once orders
• Same day ship
• Orders approaching cancel-by date
• End of day process to force reallocation as required

Reporting and Monitoring

• Report on commit results by process
• Monitor by exception
• Operations dashboard
• Orders committed
• Orders to be shipped
• Uncommitted Orders (by channel, by date)
• Commitment Errors

B2B Sales Order Fulfillment

• After Sales Order is validated against business rules / approved, inventory availability is considered; If an inventory is available, quantities are committed against the order and it moves through fulfillment
• Warehouse personnel use Dashboard Picking Notifications & Picking Tickets to locate the ordered items within the warehouse
• Print FedEx / UPS / USPS shipping labels and packing lists from NetSuite once Sales Order has moved through Pick & Pack and is ready to be shipped

B2B DTC Drop Shipments

• B2B DTC orders will need custom attribution to designate order type and any additional attributes for proper order fulfillment
• B2B DTC orders will most typically come in through EDI; Make sure to understand the EDI document types being used to do this for both the in-bound orders and the outbound shipping confirmations
• B2B DTC orders are typically consolidated and paid in bulk but arrangements can vary

Vendor Drop Shipments

• Items that are always drop shipped from a vendor directly to a customer are designated as Drop Ship & drop-ship vendor PO’s are auto-generated by default when Drop Ship items are added to a Sales Order
• Drop ship vendor PO’s can also be manually generated from a Sales Order if required to meet customer demand.
• Drop ship POs are aggregated by vendor per Sales Order, but not across multiple Sales Orders by the vendor.
• When a vendor acknowledges that a drop ship PO has been shipped to the customer, the PO is Marked Shipped instead of receiving the item(s) in to inventory & a Fulfillment Record for the drop ship item(s) is auto-created

B2B Shipping Cost Estimate

• Estimated Shipping Cost is calculated and applied to the Sales Order after items have been added
• NetSuite offers pre-built integrations with FedEx, UPS, and USPS so shipping rates can be calculated and applied in real-time
• If shipping is required but integrated shipping is NOT used, flat rates can be entered/applied
• NetSuite partners like Pacejet or OzLink provide advanced shipping functionality if required (i.e. international shipping, LTL or weight scale integration)

B2B Order Management – Key Reports

• Available to Sell
• Sales & Orders by Customer
• Sales & Orders by Item
• Quotes to Close
• Open Sales Orders
• Sales Orders Pending Fulfillment
• Sales Back Order Report
• Open Invoices