Order Management is enabled and then shaped through setup, fulfillment flows, and supporting records. This is the high-level path an admin follows to stand it up. Exact steps vary by edition and by whether you connect Commerce, Payments, and Omnichannel Inventory.
- Turn on Order Management
From Setup, enable Order Management and assign the required permission sets to the admins and service users who will work orders. Confirm your edition or add-on includes the feature before you begin.
- Connect order sources
Integrate your order sources, such as B2C or B2B Commerce, so captured orders flow in and create an Order and Order Summary. Decide which orders are managed versus unmanaged based on the features each one needs.
- Set up fulfillment locations and delivery methods
Create fulfillment locations and, where used, connect Omnichannel Inventory for availability. Define delivery methods so the system can route products and estimate delivery.
- Build your fulfillment and service flows
Clone the starter fulfillment flow to create Fulfillment Orders and advance statuses, then configure service flows for cancellations, returns, exchanges, and refunds. Wire in payment capture and invoice or credit memo generation.
Whether an Order Summary is managed (uses full Order Management automation) or unmanaged (tracked only). This choice drives which features apply to the order.
How products are assigned across warehouses and stores, which determines how an order splits into Fulfillment Orders and enables patterns like ship-from-store and BOPIS.
When funds are captured against an authorization, commonly at shipment, so customers are charged for what actually ships rather than what was ordered.
Which post-purchase actions agents can run on an Order Summary, such as cancellations, returns with an RMA, exchanges, reshipments, and discounts.
- The original Order is immutable history; read current state and totals from the Order Summary, not the original order.
- One order can produce several Fulfillment Orders when items ship from different locations, so build reports and automation to expect a one-to-many relationship.
- Authorization happens at checkout but capture usually happens at shipment; do not assume an authorized order has already been charged.
- A rising active process exception count on an Order Summary signals orders stuck in fulfillment that need a human to intervene.