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Customer Orders

Customer Orders

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Customer Orders

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Customer orders are items that are specifically ordered by the customer.

Types of Customer Order

There are two types of Customer order:

Special Order – invoiced at the time of taking the order (normally retail customers)

Back Order – invoiced at the time of supply (normally trade customers)


Deliver Direct Option

There is an additional option when Customer Ordering an Item, to select Deliver Direct. This is also known as Drop Shipping.  When Deliver Direct is selected, and Auto Add has been selected on a Purchase Order, the system will loop through all the Delivery Direct customer order, group them by Customer and Supplier and then create Purchase orders for each Supplier / Customer combination with the Delivery address set to the Customer details.  This enables the Supplier to despatch directly to the Customer.

Status of Customer Order

A customer order can have one of the following Status codes:

Provisional (Created but not yet ordered)

Ordered (Ordered from supplier)

Received (Received from supplier)

Completed (Released Back-order or Picked up Special-order)

Canceled (Not required)


Stages of a customer order

The stages of a Customer Order are:

Creating - When the transaction is produced with customer ordered lines

Ordering - When we create a Purchase Order for the customer ordered lines

Receiving - When the customer orders on the above Purchase Order are marked a received

Picking-Up or Releasing - When the customer ordered item is Picked-Up (Special Order), or when the Customer ordered item is Released (Back-Orders)


Creating a Customer Order

Customer Orders are normally for items in your stock file or a Price Book. Note: to keep your stock file clear and concise, only items that you intend to permanently keep in stock should be kept in the stock file. This is why it is most common to customer order from Price Books.

If you want to customer order an item that is not in your stock file nor in a price book you could use a general non-stock item in the stock file (eg: with a part number of: .GNS-ACME (Where ACME is the supplier). If you create different ones for each common supplier it will save you having to enter the Supplier details in each time and it will also make the reporting better. You would normally set these stock items to Prompt for Price so if will prompt for the price and enable you to enter a description and alter the Part No if needed.

When a stock item is Customer Ordered the Stock Qty is not changed on the Invoice or Purchase Order. On the History these lines are shown for information but the adjustment quantity is set to zero.

Customer Orders should always have a Supplier set. The supplier is automatically set if a stock item has the Primary supplier set, or if a primary Supplier has been set for the Category. Note: For Price Files you would set the Default Category in Settings / System / Stores. You can see on the Items  summary screen if any of the customer orders do not have the supplier set. You can change the supplier in Items / Purchases / Customer Orders.

When processing a sales transaction Lines can be changed from normal lines to Customer Orders and back again (the code is shown in location field so that the user can see eg: *SO or *BO).

The system does not actually create the customer order until the completion of the initial sales transaction and after we have assigned a transaction number (so we can record it on the customer order record).

If the transaction is of the type that can be recalled and changed (e.g. a Sales order or an item booked to a job) the line will be flagged as updated so it will not create the customer order again when the transaction is recalled and saved again.

When the customer Order is created the status is set to PROVISIONAL

The most common way to view outstanding customer orders for a contact is to select Contacts, then Cust Orders. See Customer Orders Browse

You can also change the customer order details in Items / Purchases / Customer Orders.


Creating a Purchase Order

When you select 'Auto Add' on a purchase order you have the option to automatically add any Provisional customer order lines for that supplier to the order. Do not change the Order Qty for any customer orders as it will not adjust the customer order record. If you want to order additional items for stock than create a stock order line on the Purchase Order

When you order these customer orders the status is changed to ORDERED


Receiving a Purchase Order

When the purchase order is received by you from the supplier we would mark the lines that have been received (Manually or selecting 'Auto Rcvd') Make sure you mark the individual order lines as received rather than putting into stock.

The only exception to this is if you have a large quantity of items for customer 'Back-Ordered' items and you do not need to set priorities. In this on a purchase order you have the option to automatically add any Provisional customer order lines for that supplier to the order.

When you receive customer orders the status is changed to RECEIVED


Picking Up a Special Order

Because Special Orders are invoiced at the time of taking the order, financially we do not technically have to do anything when the customer picks it up, however it is useful to see which items have not been Picked Up and for that we need to mark the parts Picked Up as they are picked up.

To mark a Special Order as Picked Up select Contacts and select the appropriate customer, then select Cust Orders, highlight the item they are Picking Up and select Complete Line from the left menu

When a customer picks up customer orders the status is changed to COMPLETED

It is also a good opportunity to check the Owes field to see if there is still an amount owing


Releasing a Back-Order

When selecting a Customer on a Sales transaction the system will automatically check to see if there are any satisfiable Back-Orders. You can also release backorders by selecting Sales / Options / Release Back-Orders

When a Back-Order is Released the status is changed to COMPLETED

See Releasing Back-Orders for more information