Order Processing B2C in E-Commerce 

Purpose

This process enables end customers to order products and services. It is designed to offer products attractively in order to encourage purchasing and in doing so maximize profit.

Process Flow

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       1.      Enter Web shop in vendor’s SAP CRM system

The customer logs on to the Web shop with their user ID and password. The SAP CRM system checks the business partner/Internet user.

       2.      View global product recommendation

The customer can view current product recommendations, made by you, on entering the Web shop (see Current Product Recommendations).

       3.      Browse in catalog and select products

The customer browses the Web catalog or uses the quick or extended search functionality. The customer transfers the chosen products to a current purchase order. The customer selects the chosen products as follows, and transfers them to the shopping basket:

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                            a.      The customer transfers products from the current product recommendations to the shopping basket

                            b.      The customer browses the Web catalog or uses the quick search or extended search. The customer transfers the chosen products to the shopping basket.

You can offer your customers cross- or up-selling products in the Web catalog. The customer transfers the chosen cross- or up-selling products to the shopping basket (see Cross-/Up-Selling in Internet Sales).

Customers can compare selected products from the system within a catalog area. This enables customers to compare product details and transfer chosen products from there to the shopping basket.

                            c.      The customer selects products from the list of favorite products and transfers them to the shopping basket

                            d.      The customer select products from personalized product recommendations and transfers them to the shopping basket

To do this, customers must be logged on to the Web shop (see Personalized Product Recommendations).

       4.      Configure Products

The customer can configure products in the Web catalog and transfer them, as configured, to the current purchase order.

During the process of interactive configuration, the SAP Internet Pricing and Configurator (SAP IPC) informs customers which product options can be combined and automatically checks the selected product options are consistent and complete.

You can also use the SAP IPC to configure prices, including complex pricing, and support customers when they search for products that either partly or fully match the options selected for a particular product. The Sales Pricing Engine determines the price automatically. For more information, see the Interactive Configuration documentation

       5.      View cross- or up-selling products and accessories

The customer selects cross- or up-selling products in the Web catalog (see Cross-/Up-Selling in Internet Sales).

       6.      Add products to favorites

The customer can add products of interest to their favorites when they browse in the Web catalog (see Adding Products to Your Favorites).

       7.      Add products to shopping basket

The system creates a shopping basket as soon as the customer has selected the first product to be transferred to the shopping basket. The customer adds products to the shopping basket. The system updates the shopping basket, according to the customers choices. Customers can still make changes to the shopping basket before ordering (see Shopping Basket).

       8.      Log on to or register in Web shop in vendor’s SAP CRM system

The customer must be logged on to the Web shop to order products that are in the shopping basket. The system tells the customer to register if he/she has not already done so.

       9.      System creates business partner

If a customer is not already registered in the Web shop with a user account. The system creates a business partner (role: consumer) in SAP CRM for the customer during registration.

   10.      Define settings

The customer, when logged on to the Web shop, can process his/her customer data and create and change a customer profile. The customer profile is saved in SAP CRM and is used as a reference, for example, when determining personalized product recommendations (see Personal Customer Data).

   11.      Select items from personalized Top-N list

You can set a personalized product recommendations list, based on the customer’s profile, to be displayed when the customer logs on to the Web shop. The customer can select items from this. You determine product recommendations as product proposals in SAP CRM (see Personalized Product Recommendations).

   12.      Select payment method and delivery type

The customer specifies the required order data. Customer saves order

   13.      System performs availability check and pricing, then prepares order

Availability data is determined and quantities are reserved in SAP APO or SAP R/3 each time orders are created or updated. The availability of the customer’s products is displayed to them at item level.

   14.      System calculates tax (US)

Optionally, for example for vendors in the United States of America, Tax can be calculated using your E-Service provider

   15.      Check credit card

If the customer chooses to pay via credit card, you can use an external E-Service provider to check the card’s data and the credit limit.

   16.      Save order or order template

Before saving their order, the customer checks it again and receives an overview of product availability at item level.

The customer can order the chosen products, once the check has been carried out successfully (see Ordering Products).

   17.      System provides order status

The system determines the status in mySAP CRM or mySAP Supply Chain Management

   18.      System tracks order

Optionally, you can track the order using your E-service provider.

   19.      View order status

The customer can monitor the order status in the Web shop, and can change the order, depending on the status, in the Web shop (see Transaction Processing/Information and Creating and Changing a Purchase Order).

   20.      System provides invoice

The system accesses the invoice information stored in SAP R/3.

   21.      View invoice

The customer can display the invoice in the Web shop (see Displaying Invoices).

 

See also:

 

For more information about sales order processing in SAP CRM and the transfer of sales orders to SAP R/3, see Sales Order Processing.