OMS & E-commerce — Order Management System

Roles covered: OMS Operator · E-commerce Manager · Channel Administrator · Returns Supervisor
Primary modules: OmniSales (Orders · Channels · Discounts · Reports) · Warehouse (Delivery Notes · Packing Lists) · Innoship · Invoices

Who this guide is for

OmniSales module map

SALES CHANNELS                 ORDERS (CART)
──────────────                 ─────────────
POS (Point of Sale)            Draft (0)
B2B Portal (clients)           Processing (1)
WooCommerce                    Pending Payment (2)
Shopify                        Confirmed (3) ──→ auto invoice
Manual (staff)                 Shipping (4)
Pre-order                      Delivered (5) ✓

DISCOUNTS                      FULFILLMENT
─────────                      ───────────
Trade Discounts                Delivery Note
Voucher Codes                  Packing List
Per client/group discounts     Innoship AWB
Per product/channel discounts  Courier tracking

RETURNS                        REPORTS & AUDIT
───────                        ───────────────
Client return request          OmniSales reports
Return approval                Sync audit (diary_sync)
Stock restitution              Revenue per channel
Refund                         Discount effectiveness

Recommended daily routine

Morning (20–30 min)

1. New unconfirmed orders
/admin/omni_sales/order_list → filter status Draft (0) or Processing (1)
Review and confirm orders received overnight (from WooCommerce, B2B portal).

2. Orders awaiting approval
approve_status = 0 — Orders blocked in the approval flow
Process them or send to the relevant approver.

3. Check WooCommerce sync
/admin/omni_sales/diary_sync → Orders tab
Check whether the automatic import ran correctly — identify import errors.

4. Packing lists to complete
/admin/warehouse/manage_packing_list — Incomplete parcels
Fill in dimensions and weight to generate the AWB.

5. New returns
/admin/omni_sales → Returns tab — new requests from clients
Review and make the approval decision.

During the day

New order (any channel)
  ↓ Check products + prices + client
  ↓ Confirm (status 0→3)
  ↓ Invoice auto-generated (if configured)
  ↓ Delivery note created (manual or automatic)
  ↓ Picking + Packing + AWB
  ↓ Hand to courier → status → Shipping (4)
  ↓ Courier confirms delivery → status → Delivered (5)

Weekly

• OmniSales reports — revenue per channel, order volume, top products
• Sync audit — imported orders vs. errors in the last 7 days
• Discounts — check if discount rules are expiring soon
• Returns — reconciliation of approved returns vs. re-entered stock

Sales channels

Where: /admin/omni_sales/omni_sales_channel

Available channel types

Configuration per channel

Operational differences per channel

POS:

• Immediate payment (cash/card at counter)
• Receipt automatically generated (configurable template: bill_header_pos, bill_footer_pos)
• Work shifts with tracking per operator

B2B Portal:

• Client authenticates and browses the catalogue
• Sees prices negotiated with them (per channel or per group)
• Places order → goes to approval if configured
• Receives confirmation email

WooCommerce:

• Orders import automatically via cron (configurable frequency per store)
• Client auto-created in CRM if they don't exist
• Statuses sync bidirectionally (CRM → WooCommerce)

Order statuses — complete guide

Approval flow (`approve_status`)

Approval rules are configured per channel and order type in OmniSales settings (omni_order_approval_rules). Example: all B2B portal orders > 10,000 need sales manager approval.

Order processing step by step

B2B Portal order

1. Client places order → status: Draft (0)
   ↓
2. Automatic notification → OMS Operator
   ↓
3. Operator opens order:
   - Checks products and quantities
   - Checks price and applied discounts
   - Checks delivery address
   ↓
4. Sends to approval (if rule is active)
   → Manager approves → approve_status = 1
   ↓ (or if no approval required: directly to step 5)
5. Confirm → status: Confirmed (3)
   → Invoice auto-generated (if create_invoice = on)
   → Delivery note auto-created (if auto_create_goods_delivery = on)
   ↓
6. Warehouse: picking + packing + weighing
   ↓
7. Generate Innoship AWB → status: Shipping (4)
   ↓
8. Courier confirms delivery → status: Delivered (5)

WooCommerce order

1. Cron runs at configured interval (e.g. every 15 min)
   → Imports new orders from WooCommerce API
   → Creates cart + cart_detail + client (if new)
   → Status: corresponding to WooCommerce status
   ↓
2. Operator sees new order in OmniSales list
   (Notification if approval rule is active)
   ↓
3. If WooCommerce status = Processing → CRM status = 1 (Processing)
   Operator confirms → status = 3 → invoice + delivery note
   ↓
4. On status change in CRM → automatic update in WooCommerce
   (Bidirectional sync)

Back-order (status 16 — Stock Unavailable)

Order received → stock check → OUT OF STOCK
  ↓ status: 16 (Stock Unavailable)

What you do:
1. Notify Procurement → create RFQ for the missing product
2. Order stays in status 16 until replenished
3. When stock arrives (receipt note approved):
   → Manually change status to 3 (Confirmed)
   → Create delivery note
   → Continue normal flow

Important: The system does not automatically promote orders from status 16. Monitor the stock-unavailable order list manually.

B2B Portal — client perspective

Portal URL: /omni_sales/omni_sales_client/

What the B2B client can do

Product visibility configuration

You can restrict what each B2B client sees:

• Per client group — customer_group field on portal channel
• Per specific client — customer field with client IDs
• Per department — if omni_show_products_by_department = 1

B2B pricing

Prices are applied in order:

1. Client-specific price — from sales_channel_detail.prices + discount rule omni_trade_discount.clients
2. Client group price — group discount from omni_trade_discount.group_clients
3. Channel price — price configured on the Portal channel
4. Standard price — price from the item catalogue

Trade Discounts

Where: /admin/omni_sales/trade_discount

Discount structure

Applicability

Discount types

Applied discount log

Each discount applied to an order is automatically recorded in omni_log_discount:

• Client, product, order
• Original price vs. price after discount
• Saved value
• Channel and voucher code (if applicable)

Useful for reporting discount campaign effectiveness.

Returns — complete process

Where: /admin/omni_sales → Returns tab or /admin/warehouse/manage_order_return_receipt

Initiating the return

From client (from B2B portal):

1. Client accesses order history
2. Selects delivered order (status 5)
3. Clicks "Request Return"
4. System checks: omni_return_request_within_x_day (default 30 days from delivery)
5. Client selects products + quantities + reason
6. Request arrives at you in CRM with status approval = 0

From operator (manually): From the delivered order → Create Return button → fill in items, quantities and reason.

Key fields on the OmniSales return

Return statuses and your actions

On return approval

Automatically created:

1. Return receipt note — goods re-entered into stock (receipt_delivery_id filled in)
2. Stock transaction — inventory_manage.inventory_number += quantity
3. Refund record — in omni_refunds with amount and payment method

Refund

Where: From the approved return → Process Refund

Refund fields (omni_refunds):

• amount — Amount to refund (original − return fee)
• payment_mode — Refund method (same channel as original payment)
• refunded_on — Refund date
• note — Internal notes

Loyalty points: If omni_refund_loyaty_point = 1 → points earned on the original order are automatically reversed.

Return policy configuration

Where: /admin/omni_sales/setting

WooCommerce synchronisation

Where: /admin/omni_sales/diary_sync

What syncs bidirectionally

Resolving sync errors

Most common errors in diary_sync:

OmniSales Reports

Where: /admin/omni_sales/report

Available reports

Integration with other departments

Workflow Automation for OMS

Configurable in Workflow Automation (/admin/workflow_automation):

Recommended permissions

Ask the administrator at /admin/roles:

Quick reference

Workflows: OmniSales Fulfillment · Full Commercial Cycle · Warehouse Inbound → Outbound

Modules: Omni Sales Orders · Sales Channels · Trade Discounts · Channel Sync Audit · Omni Sales Reports · Omni Sales Settings · Delivery Notes · Packing Lists · Innoship Couriers · WooCommerce · Shopify

Related departments: Sales Department · Warehouse & Logistics · Finance Department · Acquisitions Department

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