Configuring Order Flow Notification

Order flow notifications serve for informing customers on order flow transitions. Order flow transition is a change of order status. In terms of the system it is an event and there is an order flow handler configured to handle it. Event handler returns either success or error code as the result of its work and, thus, the order flow can fork into two branches. For example, fraud screening check can return success code (the order is OK and can be processed further) or error code (the order is potentially fraudulent and should not be processed further unless administrator overrides the fraud screening results). You can attach an order notification template to either or both outcomes of the transition to inform a customer or the administrator on order status changes.

The most common transitions to be notified of are:

• Fraud Screening Failure – in standard order flow (configured by default upon Billing installation), it is the Submit Order for Fraud Screening transition from the I3 status (handled by the OF_IsOrderFraudSafe event handler).
• Credit Card Authorization Failure – in standard order flow, it is the Check If PreAuth Successful transition from the AA status (the OF_IsCardPreAuthSucceeded handler).
• Credit Card Capture – in standard order flow, it is the Check if CC Capture Successful transition from the CC status (the OF_IsCardCaptureSucceeded handler). Notifications can be sent both in case of success and in case of failure. Notifications would normally be added to all the order types that include automatic credit card processing: SO (sales order), RN (renew order), CL (cancellation order), BO (billing order), UG (upgrade order), DG (downgrade order) and CH (change order, a universal order type to replace UG/DG).
• Order Provisioning – in standard order flow, it is the Check Order Provisioning Status transition from the PR status (the OF_IsProvisioningComplete handler). Notifications can be sent both in case of success and in case of failure. Notifications would normally be added to all the order types that include automatic provisioning: SO (sales order), CL (cancellation order), UG (upgrade order), DG (downgrade order).

Note: you are not restricted to informing customers of these four transitions only but can add a notification to any transition. Remember that in a particular implementation, status codes and transition names can be different. It is safer to identify the appropriate transition by its handler. Remember also that transitions are status changes of an existing order. Creation of a new order is not an order flow transition. Its notification can be done only through event notification. Please, refer to the next section for more information on this issue.

To configure an order flow notification:

1. Open System > Settings > Order Processing > Order Flows. The list of order types available in the system appears on the screen.
2. Select one of the order types by clicking on the respective link in the Order Type or Description column. Selected order type properties appear on the screen.
3. Switch to the Order Flow Transitions tab. The list of available transitions appears on the screen.
4. Select a transition by clicking on the respective link in the From or in the Action column. Selected transition properties appear on the screen.
5. Click next to the Success Template Name or the Fail Template Name field. From the window that opens, select a template to use (for success or failure results, or for both).
6. Click Save to confirm changes.