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Order Management Lifecycle

OMS WebApp, Promising, Sourcing, Order Capture, Order Workflows, Payment Processing, and Customer Service.

Responsive Sourcing Framework Overview

Essential knowledgeThe Responsive Sourcing Framework is a configurable, scalable alternative to custom Workflows and Rules for managing sourcing strategies. You’ll learn how to define and optimize sourcing logic using Sourcing Profiles, Strategies, Conditions, and Criteria. The Framework empowers both technical and business users with faster implementation, greater control, and transparency into how sourcing decisions are made and why.
  • Prerequisites: You should have knowledge of Order Management and Order lifecycle, Order Reference Module, and GraphQL API
  • The Responsive Sourcing Framework is designed for both technical and business users - logic is transparent and comes with a configurable User Experience (UX)
  • Enables faster implementation by reusing modular sourcing logic building blocks such as Sourcing Profiles, Strategies, Conditions, and Criteria
  • Sourcing Profile GraphQL API is required to correctly set up your sourcing logic
  • Supports custom Sourcing Conditions and Criteria through externally developed extensions for advanced or domain-specific logic

Search Sourcing Profiles

Essential knowledgeThe `sourcingProfiles` query retrieves existing Sourcing Profiles. It supports multiple filters and pagination.
  • Prerequisites: User should have `SOURCINGPROFILE_VIEW` permission
  • Flexible Filtering: Multiple filters are supported, including `ref`, `version`, `versionComment`, `name`, `description`, `status`, `defaultMaxSplit`, and date ranges (`createdOn`, `updatedOn`). This lets you target specific Profiles or narrow results down by lifecycle state and time window
  • Pagination Support: The query supports cursor-based pagination (`first`, `last`, `before`, `after`), making it efficient to handle large sets of Sourcing Profiles 

Get Sourcing Profile

Essential knowledgeThe `sourcingProfile` query retrieves a Sourcing Profile by its Reference:
  • If a version is provided, the query returns that specific version
  • If no version is provided, the query returns the latest available version
  • Prerequisites: User should have `SOURCINGPROFILE_VIEW` permission
  • Version Handling: If a version is provided, that exact version is returned. If no version is specified, the query automatically retrieves the latest available version, regardless of status
  • Status Filter: An optional `status` argument lets you filter results (e.g., `ACTIVE`, `INACTIVE`, `DRAFT`) so you can target Profiles in a specific lifecycle state

Activate Sourcing Profile

Essential knowledgeThe `activateSourcingProfile` mutation activates a specific version of a Sourcing Profile. When called, it performs the following actions:
  • Sets the specified version status to `ACTIVE`
  • Updates the previously `ACTIVE` version to `INACTIVE`
  • Prerequisites: User should have `SOURCINGPROFILE_UPDATE` and `SOURCINGPROFILE_VIEW` permissions
  • Version Control: Activating a new version automatically deactivates the previously `ACTIVE` version, ensuring that only one Sourcing Profile version remains active at any time

Create or Update Sourcing Profile

Essential knowledgeThe `createSourcingProfile` mutation creates a Sourcing Profile (or its newer version, i.e., updates) for a Retailer:
  • If the provided `ref` is unique, it creates the first version with `ACTIVE` status
  • If a `SourcingProfile` with the same `ref` already exists, it creates a new version with `DRAFT` status
  • Prerequisites: User should have `SOURCINGPROFILE_CREATE` and `SOURCINGPROFILE_VIEW` permissions
  • Retailer association is permanent: After a Retailer is assigned to a Profile, reassignment to another Retailer is not possible
  • Use clear refs and names: Follow recommended formats (e.g., `GLOBAL_DEFAULT`)
  • Order defines priority: The order of Sourcing Strategies and Criteria determines their application

Sourcing Profile GraphQL API Overview

Essential knowledgeThis article provides technical users with information about the Sourcing Profile GraphQL API, which enables configuration and querying of Sourcing Profiles within the Fluent Platform.
  • Specific permissions are required for Sourcing Profile operations
  • Use the `createSourcingProfile` mutation to create new Sourcing Profiles or generate updated versions
  • Activate a profile version with the `activateSourcingProfile` mutation; this sets it to `ACTIVE` and automatically sets the previous `ACTIVE` profile version to `INACTIVE`
  • Retrieve Profiles using the `sourcingProfile` query (single Sourcing Profile by Reference) or `sourcingProfiles` query (multiple, with filters)
  • Every update creates a new version of the Sourcing Profile, ensuring full version history is preserved

Order Orchestration Module Overview

Essential knowledgeThe 'Order Orchestration' module is integral to Fluent Order Management. It handles the end-to-end management of orders from creation to fulfillment. It optimizes the fulfillment process, allowing flexibility and control over sourcing and fulfillment strategies.
  • Dynamic Sourcing: Selects the best location based on inventory and business rules.
  • Split Fulfillment: Supports fulfilling orders from multiple locations.
  • Custom Workflows: Allows tailoring workflows for Home Delivery, Click & Collect, and more.
  • Fulfillment Management: Tracks multiple fulfillments and manages SLAs and exceptions.
  • Retailer Benefits: Reduces costs, optimizes sourcing, and ensures operational flexibility.

Orchestration Webhooks

Essential knowledgeFluent workflows use webhooks for real-time communication with external systems, triggered at specific workflow points. Webhooks provide timely updates for order status, shipping, payments, and inventory movements. The standard SendWebhook rule simplifies outbound communication by sending basic data, allowing external systems to retrieve additional information as needed.
  • Webhooks enable real-time communication between Fluent workflows and external systems, eliminating the need for frequent API polling.
  • The `sendWebhook` rule simplifies outbound communication by passing essential data that external systems can use to fetch additional details.
  • Typical use cases include order status updates, shipping notifications, payment captures, and stock transfers.
  • Webhooks should not be used for Inventory domain operations due to scalability concerns, performance impacts, and stability risks, so use Inventory Feeds instead.
  • In rare cases where inventory-related webhooks are required (e.g., conditional stock change notifications), contact our team to discuss alternatives before implementation.

Workflow Framework Labs

Essential knowledgeThis module will guide you through a hands-on lab where you can put all of the theory to practice and implement a simple Fraud Check solution.  This will cover adding new business logic to your workflow, including configuring some user actions to enable business users to approve or cancel orders that have been flagged as potentially fraudulent.
  • For this lab you will need:
    • Postman application installed
    • A Fluent Commerce training account
    • A Postman environment file corresponding to your your Fluent Commerce account
  • This Lab uses the fc_sports_admin retailer, please make sure to use this retailer when logging into your Fluent Commerce training account

Order Orchestration - Reference solution on how OMS selects the next best location for fulfilment

Essential knowledgeThis article provides an example of how OMS selects the next best location for fulfilment
  • The below example demonstrate the reference solution on how OMS selects the next best location for fulfilment.

Customer Click and Collect Journey

Essential knowledgeFluent supports various fulfillment options like Click and Collect, Ship-from-Store, and Ship-from-Warehouse. The process involves checking inventory, reserving stock, and notifying relevant parties at each stage. Orders are managed through the Fluent platform, allowing customers to collect from stores or receive deliveries at home, with real-time updates on order status.
  • Click and Collect: Customers order online, collect from selected stores.
  • Inventory Check: Verifies stock availability before fulfillment.
  • Store Fulfillment: Store staff pick, pack, and notify customers for collection.
  • Ship-from-Store: Orders shipped from stores with integrated courier booking.
  • Warehouse Fulfillment: Uses webhook communication for real-time updates.
  • Order Status Updates: Real-time tracking through Fluent workflows.

How to enable Returns in Fluent OMS and Fluent Store

Essential knowledgeThe Returns feature is available for any OMX web apps. The following guide will step through the areas of configuration to enable the Returns reference solution.
  • A step-by-step guide to enable reference return functionality.
    • Settings setup
    • Create & Assign the Instore Return Role
    • Workflow Configuration (Order, returnOrder and Billing)
    • Manifest Changes for Fluent Store and Fluent OMS

Fluent OMS Project Phases

Essential knowledgeLearn about the typical phases for delivering Fluent OMS projects from Discovery to 'Go Live'.
  • Comprehensive Discovery: Ensure thorough gathering of business requirements and precise backlog generation to set a solid foundation for the project.
  • Robust Testing: Conduct System Integration Testing (SIT), Performance Testing, and User Acceptance Testing (UAT) to validate all aspects of the solution.
  • Client Involvement: Engage clients early, especially before UAT, to familiarize them with the user interfaces and gather their feedback.
  • Successful Launch: Execute a meticulous production deployment, including data staging and validation testing, to ensure a smooth 'go live' transition.

Upsert Location Module

Essential knowledgeThe Upsert Location Module contains the workflow and supporting rules to update or create (aka upsert) locations. This page covers the steps to configure and install the Upsert Location Module.
  • Fluent CLI should already be set up

Order Orchestration Labs

Essential knowledgeThe lab covers creating and managing different order types in Fluent OMS, simulating warehouse and store interactions, and enabling user actions for order cancellation. It focuses on Home Delivery (HD), Click and Collect (CC), split fulfilment, and enhancing workflows with user-configured actions. This lab guide users through hands-on exercises using Postman and the Fluent OMS interface.
  • HD Workflow (Home Delivery): Process and fulfill home delivery orders via a warehouse.
  • CC Workflow (Click and Collect): Understand click and collect orders and simulate stock management and pickup.
  • Split Fulfillment: Explore multi-shipment scenarios when stock is insufficient at one location.
  • Order Cancellation: Configure user actions for order cancellation with reasons before fulfillment starts.
  • Postman Integration: Use Postman to authenticate, create orders, and simulate fulfillment steps.
  • Workflow Customization: Enhance order workflows by adding business rules and user actions.

How the Domain Model Works

Essential knowledgeThis article focuses on understanding the Order Domain within Fluent, highlighting orchestrated and non-orchestrated domains. The Order is the central entity that has relationships to sub-entities like Fulfillment, Article, Consignment, and Return Order. These relationships determine the order processing flow, including picking, packing, delivery, and optional returns.
  • Order: Central entity in the Order Management domain.
  • Fulfillments: One Order can have multiple Fulfillments.
  • Article Packing: Fulfillments involve multiple Articles.
  • Consignment Delivery: Articles are delivered through Consignments.
  • Returns: Optional Return Order linked to original Order.
  • Customer Relationship: Orders tied to a Customer for billing purposes.

Query Comments

Essential knowledgeThe `comments` Query retrieves Comments based on various filter criteria.
Prerequisites
  • `COMMENT_VIEW` Permission is required for retrieving Comments
  • Use the `comments` Query to retrieve existing Comments
  • Manage the Comment Permissions at the Account or Retailer level
  • Apply the "Retailer-specific Comment Permission Check" validation logic with the `fc.graphql.comment.access` Setting (`retailer` value)

Get Comment by Id

Essential knowledgeThe `commentById` Query retrieves a Comment based on a provided Id.
Prerequisites
  • `COMMENT_VIEW` Permission is required for retrieving a Comment
  • Use the `commentById` Query to retrieve an existing Comment
  • Manage the Comment Permissions at the Account or Retailer level
  • Apply the "Retailer-specific Comment Permission Check" validation logic with the `fc.graphql.comment.access` Setting (`retailer` value)

Update Comment

Essential knowledgeThe `updateComment` Mutation allows for the updating of an existing Comment object.
PrerequisitesSpecific Permissions are required for updating Comments:
  • `COMMENT_UPDATE`
  • `COMMENT_VIEW`
  • Use the `updateComment` Mutation to update an existing Comment
  • Manage the Comment Permissions at the Account or Retailer level
  • Apply the "Retailer-specific Comment Permission Check" validation logic with the `fc.graphql.comment.access` Setting (`retailer` value)

Create Comment

Essential knowledgeThe `createComment` Mutation allows the creation of a Comment against a known Entity.
PrerequisitesSpecific Permissions are required for creating Comments:
  • `COMMENT_CREATE`
  • `COMMENT_VIEW`
  • Use the `createComment` Mutation to create a Comment against a known Entity
  • Manage the Comment Permissions at the Account or Retailer level
  • Apply the "Retailer-specific Comment Permission Check" validation logic with the `fc.graphql.comment.access` Setting (`retailer` value)
  • Created Comments inherit the `retailerId` of the associated Entity

Comment GraphQL API Overview

Essential knowledgeThe Comment GraphQL API allows customers to manage Comments across various Entities.Multiple Comments can be added against the same Entity, with each Comment automatically capturing:
  • The timestamp
  • The User who created it (`USER_VIEW` Permission is required to access the User data)
This feature allows Users to record specific business actions and events, providing a comprehensive history of interactions and updates.
  • Add Comments to any Entity Type, enabling detailed documentation of business actions
  • Specific Permissions are required for Comment operations
  • Use the `createComment` and `updateComment` Mutations to manage Comments
  • Use the `commentById` and  `comments` Queries to retrieve Comments

Order Cancellations and Returns Handling

Essential knowledgeOrder management in Fluent includes handling cancellations, revisions, and returns. Cancellations can be for entire or partial orders. Order revisions allow modifications to in-progress orders before dispatch, and returns handle customer issues with delivered items. Depending on the business' needs, these processes can be managed manually by customer service or automated within workflows.
  • Order Cancellation: Cancels entire or partial orders, resetting inventory.
  • Cancellation Timing: Configurable to specific workflow statuses.
  • Order Revision: Allows changes to in-flight orders before dispatch.
  • Return Workflow: Manages customer-initiated returns for various reasons.
  • Action Modes: Supports both automated and manual (self-service and customer service) actions.
  • Refund Handling: Automatic refunds are processed if payment is taken.

Splits, Rejections, Revisions and Escalation

Essential knowledgeSplit fulfilment allows retailers to complete an Order from multiple locations if a single location can't fulfill the whole Order. Rejection occurs when orders can't be fully met due to various constraints, leading to escalated statuses where customer notification and resolution actions are taken. In-flight revisions enable modifications to order items, allowing flexibility in managing customer orders.
  • Split Fulfillment: Orders can be fulfilled from multiple locations if needed.
  • Rejection Criteria: Orders are rejected if fulfillment criteria aren't met.
  • Escalated Status: Notifies and manages unfulfilled orders.
  • Customer Communication: Notify customers of rejected orders.
  • In-Flight Revisions: Add or remove items from existing orders.

Expert Service Packages

Essential knowledgeFluent Expert Services (ES) are our subject-matter experts who are responsible for ensuring that project implementations leverage the full extent of the software features and capabilities of Fluent OMS, and that best practices are followed.  This article will cover the different service packages that are on offer to help facilitate the project, keep it moving forward and involve all parties (Expert Services, Partner, and/or the Client) working collaboratively to validate choices, monitor progress, and review developments.
  • Some of the packages provided by the Expert Services Team:
    • Discovery and Solution Design
    • Order Management Experience
    • Go-live readiness

Returns in Fluent OMS Web App

Essential knowledgeReturns OMS configuration contains:
  • Creating a Return
  • Returns List page
  • Return Details page
  • Return Fulfillment Details page
  • Create a return in Fluent OMS
  • View returns from all retailers associated with the logged-in user
  • View detailed information about a return
  • View detailed information about how a return was fulfilled

createFinancialTransaction GraphQL mutation Example

Essential knowledgecreateFinancialTransaction GraphQL mutation Example
  • createFinancialTransaction GraphQL mutation Example
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