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Online Retail Company Template
Description
Optimize your online retail operations with our template, covering product listing, order processing, inventory management, and customer service.
Actors
  • Accountant – Tracks financial impact of company activities for management and accountability reporting; manages cash flow
  • Bill-To Customer – Party to receives and who is responsible to pay the invoice for the order
  • Buyer – Purchases product or materials from third party suppliers (distributors, manufacturers, etc)
  • Carrier – Party that carries inventory from one place to another, often delivering shipments from Supplier to Company and from Company to Customer
  • Company – The organization from whose perspective the processes are described, and who will own and run the eventual system
  • Customer – A person or organization that purchases product from the company, can do so in one or more specific Actor roles
  • Customer Service Representative
  • Developer
  • Distributor
  • Ebay Marketer
  • End-User Customer – Party who uses the product
  • Fulfillment Manager
  • Inventory Mover – Moves inventory (stock) around the warehouse, including put away but not including shipment picking
  • Manufacturer – Creates actual product, either finished goods and/or sub-assemblies, from materials
  • Marketer
  • Packer
  • Packer/Shipper – Packs inventory into boxes for shipping
  • Picker – Person responsible for picking inventory in warehouse and delivering it to packing area
  • Placing Customer – Party who places the order for the product
  • PLC
  • Product Marketer – Manages customer facing product information and general pricing, promotions, and advertising about products; may be organized into multiple product marketers responsible for different sets of products that Company offers
  • Prospect – A party who is interested in purchasing product (prospective customer)
  • Repairer
  • Sales Representative – Company agent responsible for selling product offered by Company
  • Shipment
  • Shipment Receiver – Person in the warehouse responsible for receiving shipments
  • Ship-To Customer – Party who the product is shipped to from the company (and who will pass it on to the End-User Customer if they are not also that actor)
  • Supplier – A party that supplies product to the company, typically either a Manufacturer or Distributor
  • System
  • VP
Process Stories
  1. Story of Online Retail Company
    1. Company decides to sell a product.
    2. Product Marketer maintains product information.     
      No Activities
    3. Buyer places purchase order.
      1. If this is the first time a product has been ordered from a supplier, Buyer makes arrangement with Manufacturer or Distributor (acting as Supplier) to supply the product.
      2. Buyer makes an agreement with the Supplier.
      3. Buyer records initial supplier information for product with at least minimum and increment quantities and latest supplier cost (for a given quantity).
      4. Buyer may also record more detailed agreement information.

      6. Buyer creates Purchase Order for a single Supplier based on existing re-order Requirements or on manual/external planning.
      7. Buyer specifies ship before date (aka "cancel if not shipped by" date) and "cancel all back orders after" date.
      8. Buyer may specify a purchase order number(PO#), otherwise it is generated automatically.
      9. Buyer approves purchase order.
      10. When recording PO, Company automatically sets price as "last price" on supplier-product record.

      12. Buyer places an order with the given Supplier by sending Supplier order as a printed document, email, OAGIS or UBL XML message, or by phone.
      13. Supplier tells Buyer one or more estimated ship dates.
      14. Buyer records those dates.

      16. If the payment term is pay in advance, Buyer notifies Accountant.
      17. Accountant immediately sends payment to Supplier.
    4. Marketer maintains general site content.
      1. Marketer writes copy and creates or gathers images to be included in the public facing web site.
      2. Marketer reviews list of existing content on the site (associated with named placeholders or content managed pages) and finds the content to update with the new text and/or images.
      3. Marketer uploads images and edits or pastes text to modify the selected content.

      5. If there is no existing content on the site or Marketer wants to add content to an existing dynamic page, Marketer contacts Developer.
      6. Developer adds a placeholder to the webpage.

      8. If there is no existing content on the site and Marketer wants to create a new content to a managed page, Marketer adds page, selecting the desired decorator screen so that common parts look the same as other pages.
      9. Marketer adds content to managed pages as desired.
    5. When new inventory is needed, Buyer places purchase order.
      1. If this is the first time a product has been ordered from a supplier, Buyer makes arrangement with Manufacturer or Distributor (acting as Supplier) to supply the product.
      2. Buyer makes an agreement with the Supplier.
      3. Buyer records initial supplier information for product with at least minimum and increment quantities and latest supplier cost (for a given quantity).
      4. Buyer may also record more detailed agreement information.

      6. Buyer creates Purchase Order for a single Supplier based on existing re-order Requirements or on manual/external planning.
      7. Buyer specifies ship before date (aka "cancel if not shipped by" date) and "cancel all back orders after" date.
      8. Buyer may specify a purchase order number(PO#), otherwise it is generated automatically.
      9. Buyer approves purchase order.
      10. When recording PO, Company automatically sets price as "last price" on supplier-product record.

      12. Buyer places an order with the given Supplier by sending Supplier order as a printed document, email, OAGIS or UBL XML message, or by phone.
      13. Supplier tells Buyer one or more estimated ship dates.
      14. Buyer records those dates.

      16. If the payment term is pay in advance, Buyer notifies Accountant.
      17. Accountant immediately sends payment to Supplier.
    6. When shipments arrive, Shipment Receiver receives shipment.
      1. Supplier ships items ordered via Carrier.

      3. When Carrier delivers shipment, Shipment Receiver briefly reviews incoming shipment and signs for receipt of the product from Carrier.
      4. If the quantity is not the quantity ordered or it is clearly a different product, Shipment Receiver will contact Supplier and resolve issue before signing for receipt.
      5. If no resolution has come, Shipment Receiver will not sign for receipt and the shipment will be returned to Supplier.

      7. If shipment received is clearly a return (has RMA# or Return ID), Shipment Receiver gives items to CSR for handling.
      8. If shipment received does not correspond to a known PO or Return, Shipment Receiver gives items to Buyer for handling.

      10. If shipment received is clearly for a purchase order (has PO#), Shipment Receiver processes incoming inventory.
      11. Shipment Receiver finds the PO corresponding to the items received and records PO receipt (inventory) information for it including quantity and cost but no location yet.
      12. If Shipment Receiver records a higher quantity received than was ordered, System automatically adjusts the PO being received against.

      14. Shipment Receiver reviews incoming items.
      15. Shipment Receiver determines the Product ID.
      16. Shipment Receiver checks the item to make sure all features match what is currently in the system performs quality checks according to a checklist specific to that product (if one exists).

      18. If the product is a different color than what is in the system, Shipment Receiver creates a new Product ID and records it.

      20. If product that arrives is not the product on the PO and has already been received (and not just a different color), Shipment Receiver sends it to Buyer for handling.

      22. Shipment Receiver sets the inventory aside for Inventory Mover to put away.

      24. If part of the PO is not yet received, Buyer contacts Supplier and resolve any issues (not yet received inventory, wrong inventory, etc).

    7. When Shipment Receiver receives shipment, Inventory Mover puts away inventory.
      1. Inventory Mover receives the product from Shipment Receiver.

      3. Inventory Mover prints and applies label containing Product ID (bar code and text).
      4. Inventory Mover optionally prints and applies label with Inventory Item ID.
      5. While printing and appling label, Inventory Mover notes that if items are split system will have different Inventory Item IDs for some items later on.

      7. Inventory Mover then determines location for items.
      8. If the product does not have a primary location, Inventory Mover finds an appropriate empty location to use and assigns that as the primary location for the product.
      9. Inventory Mover fills the primary location and puts any excess product in a bulk location.

      11. Inventory Mover assigns location where items were placed to the inventory item previously received.
      12. If items were placed in multiple locations, Inventory Mover does quick stock moves to record where inventory was actually placed, and checks to make sure the quantity that remains in the original location is the quantity actually placed there.
      13. If inventory is received into both bulk and pick/primary locations, Inventory Mover moves the original location to be the bulk location and the moves stock to where to the pick/primary location.
    8. Customer finds product.
      1. Customer reviews marketing materials and catalog resources to search among available products to find the product that meets their applicable needs or desires.

      3. Customer browses category hierarchy for larger numbers of available products when they know they want something that performs a certain function or has a certain form and they look at the top level product categories and see something relevant to that function they may choose to select that top level category.
      4. Once that top level category is selected with that same function in mind, Customer may choose a sub-category that more closely matches the form or function they have in mind (this may be repeated until they go down deep enough to find the category that represents the set of available products relevant to the form or function in mind).

      6. If Customer does not see a category that matches what they have in mind but they have some words to describe what they have in mind, Customer may do a simple keyword search or go to an advanced search page that presents more searching options.
      7. If there is no category selected (ie Customer is not searching within a category), System automatically shows generic advanced search options and may not include anything for a parameterized search (ie features of different types that can be selected to search by), but it may include some common parameters (features) to search by that are generally applicable across all or most of the available products.

      9. If Customer has already selected a category relevant to what they are looking for but they do not see a sub-category that also matches their needs (or there are multiple apparently relevant sub-categories and they choose not to explore each one), Customer may choose to search within a category.
      10. Customer searching can be a simple search but is generally an advanced search where selects from a set of parameters (features) that are relevant for the category they are searching in.

      12. If Customer is browsing categories and finds two categories that are not specific enough to match the form or function they have in mind but that together seem to describe it, Customer may search with both categories as constraints and the results will be the products that are in (or in categories under) both of the selected categories.

      14. todo: Write View Product Detail section.

    9. Placing Customer add product to cart.
      1. Once a product is selected, Customer adds it to the list to be ordered (which may be a shopping cart to order now, or shopping list to order later), specifying the quantity of the product desired.

      3. If the product the Customer wants to order has configuration options / variants (variations) to select / or additional information to gather, Customer will specify that information as they add it to the list.

      5. As product is added or removed from a list to be ordered (that is a cart list), Company will calculate promotions and other adjustments based on the combination of items on the list.

    10. If online order, Placing Customer places a sales order through online checkout.
      1. PLC reviews list of items to order and decides to place a sales order with that set of items.
      2. PLC specifies general profile information.
      3. PLC specifies first and last name (optionally middle initial or middle name / title / prefix / suffix).
      4. PLC specifies primary contact phone number (home/ work/ or mobile).
      5. PLC specifies primary contact email address.
      6. PLC specifies shipping address (optionally multiple shipping addresses).
      7. PLC specifies preferred payment method with billing address where applicable (optionally multiple payment method; includes credit cards / EFT accounts / etc).
      8. PLC specifies general preferences.
      9. If PLC wants to create an account to access order status and other information later on in an automated way, PLC selects a username and password that will be used for future authentication.

      11. If PLC wants to split the order into multiple ship-groups for shipping to different destinations and/or shipping by different carriers or shipment methods, PLC specifies ship groups desired and which quantity units of each item is associated with which ship-group.

      13. PLC specifies order-specific information.
      14. PLC specifies which shipping address to use for each ship-group (if more than one is on file).
      15. PLC specifies the shipment method and carrier (if allowed to select the carrier) to use for each ship-group.
      16. PLC specifies whether to ship the order all at once or as inventory is available.
      17. PLC specifies the payment preference(s) for how to pay for the order (including payment methods associated with the / financial accounts / other payment method options not setup in advance (COD / offline pre-payment / etc).
      18. If PLC has a billing account setup, PLC can use whatever is left on the credit limit of that billing account to defer payment until the order if fulfilled (more specifically until each package related to the order is packed).

      20. Company calculates additional adjustments such as a shipping cost estimate to be charged to Customer and the applicable taxes based on the items in the order and the shipping destination for each.

      22. Company will communicate to Customer all order information including what PLC specified and what calculated based on that.
      23. If everything looks correct according to what PLC wants and/or needs, PLC will finalize the order, officially placing it with Company.

    11. If ordering with CSR, Placing Customer places a sales order through Customer Service Representative.
      1. Customer contacts CSR through phone / fax / email with a request for an order for specific products and quantities for each and other needed details such as size / color / and so on.
      2. Customer specifies shipping and billing details and contact information.
      3. If Customer does not specify important details, Customer Service Representative contacts Customer to get additional information.
      4. Customer Service Representative records order information and finalizes order.

      6. If Customer is a new organization that wants to purchase on credit, Customer Service Representative creates Party (using new customer) for Customer and Billing Account with a beginning limit determined by Company.
      7. Customer sends copy of their internal Purchase Order by fax (possibly scan/email or mail) with certain required information/etc.
      8. If Customer does not specify email address, Customer Service Representative enters dummy address that will receive confirmations.
      9. Customer Service Representative enters sales order for PO with the Billing Account instead of payment method and approves the order.

      11. If Customer wants to modify the order, Customer contacts CSR.
      12. Customer may request to add items / remove items / change quantities / change sizes/colors / change address / change shipping method / change billing info / add gift message.
      13. If new order grand total is greater than the original (before the requested changes) and the order is paid by credit card, Company automatically cancels original authorization and authorizes the new grand total.
      14. If that authorization fails, Customer Service Representative is notified and contacts Customer to resolve.
      15. Customer may request other changes to resolve issue and CSR will "re-finalize" the order to do a new authorization.

    12. If ordering through EBay, Placing Customer places a sales order through Ebay.
      1. Ebay Marketer selects products to add to Ebay Store and automatically sends them to Ebay.
      2. Ebay Marketer allocates inventory to warehouse for Ebay auctions.
      3. Ebay Marketer creates Ebay Auctions from listings in the Ebay Store.

      5. Placing Customer places an order through Ebay Store or places the highest bid in an Ebay Auction.

      7. Ebay Marketer imports Ebay orders (auctions and store orders) to get paid orders by specifying begin/end time / views orders placed in that time / and then selects orders to import.
      8. Ebay Marketer reviews imported orders and manually approves them (mainly making sure orders match the orders in Ebay).
      9. If Placing Customer orders multiple items, Placing Customer will come in as separate orders and Ebay Marketer will combine the orders into a single order.

      11. When a credit card payment the order is placed on Ebay, Placing Customer Customer calls Ebay Marketer and gives CC#.
      12. Ebay Marketer either enters entire order including payment information manually or finds the order already imported from Ebay and adds payment information to the order and then authorizes the payment.

      14. If Customer sends money via PayPal and skips ordering on Ebay, Ebay Marketer manually creates an order.
      15. When order is complete, Ebay Marketer marks as shipped in PayPal.

      17. Once items are shipped, Company automatically sends message to Ebay and sends standard ship notification email.

      19. When return order is returned as normal, Ebay Marketer manually marks order as returned in Ebay.
      20. If application refunds payment in PayPal and PayPal was not used, Company manually refunds credit card or other payment.

    13. If Customer does not want order , Customer cancels order.
      1. Customer sends email to request cancellation of an order.
      2. Customer Service Representative reviews email finds the order and if it has not shipped (shipment packed) then records the order as cancelled.
      3. If payment has been received for the order, Company automatically refunds the payment.
      4. If the order has been shipped, Customer Service Representative replies to customer by email to notify that the item has been shipped and they are liable to pay.

      6. Customer reviews online order and if any of it has not been shipped, System automatically displays a cancel button for the entire order.
      7. When the cancel button is pressed, System automatically marks each item that has not shipped.
      8. Customer cancels entire order or individual item.
      9. Company automatically changes status cancels inventory reservation(s) and if payment has been received then refunds payment.
    14. If desired during checkout or for other reasons, Customer creates and edits account.
      1. Customer decides they need or want an account.
      2. Customer sends personal contact and other relevant information to Company who records it for future use.
      3. Customer also submits desired User Login ID and password.
      4. If User Login ID is already in use by another user, Company notifies Customer and Customer submits an alternate ID until an available one is found.
      5. Company notifies Customer that account is created.

      7. Customer reviews their account information on record with Company (Information on record may include: Personal Information Loyalty Points Contact Information Payment Method Information Tax Identification and Exemption Username & Password Default Shipment Method File Manager Contact Lists Surveys and Messages).

      9. Customer may create update or delete various parts of this information (TODO: add detailed options and processes for each).

    15. As desired, Customer reviews order history and status.
      1. Customer reviews order history list with Order ID Date Total Amount Status and related Invoices for each.
      2. Customer requests information for a single order and reviews order detail including: status history shipping and billing details order item details and order totals including tax shipping grant total.
      3. Customer requests printable copy of order and Company generates a PDF file and sends it to Customer.

      5. Customer may add all or any order items (with ordered quantities) to the cart for repurchase or add to a recurring order (type of shopping list) to receive the products periodically as specified by Customer.

      7. If Order is not completed (items not yet packed for shipping), Customer may request cancellation of part or all of the order (See Cancels Order for process once has initiated this).

      9. Customer reviews digital downloads available based on orders approved or complete including Order ID Product Name Digital Content Name Content Description and option to download the content.
      10. Customer requests content download and receives purchased content file.
    16. Once order is ready, Company approves sales order.
      1. When paid by credit card and CC authorization is successful, Company automatically approves Sales Orders.

      3. When Sales Orders are placed in Pending status approval after checkout, Company automatically auto-approves the Sales Order once third-party payment processor (PayPal, GoogleCheckout, etc) sends notification.

      5. When authorization fails, Company automatically places Sales Orders in Rejected status.

      7. Once order is approved, Company reserves inventory for approved order, reducing Available To Promise (ATP) quantity.
      8. If inventory is not available, Company automatically creates negative inventory reservations and the order is placed on back-order.

      10. Company sends confirmation email to the Placing Customer.
    17. When inventory is not sufficient in a pick location, Inventory Mover does stock move.
      1. Inventory Mover gets a list of inventory items by Product ID and facility location (generated according pick location where quantity drops below configured threshold).
      2. Inventory Mover moves inventory from bulk location to pick location according to list.
      3. Inventory Mover records actions to represent actual inventory moves (not listed ones).
      4. If Inventory Mover finds that inventory in the bulk location is short of system record during a stock move, Inventory Mover records moves of available quantity and records a physical inventory adjustment with difference between requested move amount and actual move amount.

      6. Inventory Mover todo: Optimize Locations Section.

    18. Company fulfills sales order.
      1. PICK SECTION.
      2. Once inventory is available (for part or all of the order depending on preference), Fulfillment Manager creates a picklist and prints it (for up to X orders at a time, depending on batch pick size; only orders where inventory is available for part or all of the order, depending on preference).
      3. Picker walks the pick floor and at each location listed on the pick sheet picks the amount specified for the location and places items in the cart bin(s) specified on the pick sheet and verifies each is the correct location by looking at the pack sheet for the order in that bin.
      4. Once all items on the pick sheet are picked, Picker records status update for the picklist.

      6. If Picker notices that there is insufficient quantity in the pick location for a given picklist item, Picker will ask a Inventory Mover to find inventory in a bulk location.
      7. If Inventory Mover finds needed inventory in a bulk location, Inventory Mover will do a quick Stock Move for that inventory from the bulk to the pick location.
      8. If Inventory Mover does not find bulk inventory, Picker puts anything picked back in the appropriate location(s).
      9. Inventory Mover records the physical inventory adjustment.

      11. PACK SECTION.
      12. Packer selects a pick bin and removes the packing sheet and scans the Order ID bar code (which contains order and ship group info).
      13. Packer selects the appropriate packaging (boxes).
      14. Packer scans the Product ID on each item and places the items within the packaging.
      15. Packer weighs each package as it is filled (including all packing materials) and records the weight.
      16. Packer marks the shipment as packed.

      18. Packer fills out any applicable customs forms based on the information returned and attaches to package(s).
      19. Packer prints a shipping label and attaches it to each package.
      20. Packer prints personalized inserts and places inside the package.
      21. Packer seals the package and places into the appropriate outgoing carrier container.

      23. Company automatically creates Parcels Shipped Report (Divided by: shipping method packer.
      24. Purpose: used for packer incentives, Company capacity planning).

      26. Carrier picks up packages in outgoing container and delivers them to Ship-To Customer.

      28. If Placing Customer wants to pick up an order at the warehouse, Customer Service Representative picks and packs the order and uses the Quick Ship functionality so the system recognizes that the order is fulfilled.

    19. Accountant sends invoice and receives payment.
      1. CC PAYMENT SECTION.
      2. When shipment is marked as Packed for all orders associated with the shipment that were paid by credit card and the payments have not been captured, Accountant captures payment (automated).

      4. BILLING SECTION.
      5. When shipment is marked as Packed, Accountant creates an invoice and sends it to Bill-To Customer for the relevant order(s).
      6. When payment is received from Bill-To Customer, Accountant associates it with relevant invoice(s) and marks invoices with full payment as paid.

    20. If special case comes up, Carrier does not deliver shipment to customer.
      1. Customer contacts CSR to request information about a item that has not arrived.
      2. Customer Service Representative reviews information from Customer and finds the order.
      3. If item has not been shipped, Customer Service Representative notifies Customer that it has not shipped and what the ETA is.
      4. If Customer does not want to wait, Customer requests that the order be canceled.
      5. Customer Service Representative reviews cancellation request and cancels the order.
      6. If payment has been received on the order, Company refunds payment.

      8. If the item has been shipped, Customer Service Representative notifies Customer and asks them to check at the post office for the package.
      9. If Customer contacts CSR again saying package has not arrived and is not at the post office and it has been more than a reasonable number of days (decided by the CSR based on feedback from Customer), Customer Service Representative determines that the package is considered lost.
      10. Customer Service Representative contacts Customer to check the address and if it is not correct updates it.
      11. If the package is insured, Customer Service Representative places a new zero amount order for a replacement item.
      12. If the package is not insured, Customer Service Representative contacts Customer to see if it is okay to send another item and charge them shipping.
      13. If Customer agrees, Customer Service Representative places replacement order with the price of the item(s) discounted but with full shipping cost.
      14. If Customer does not agree to shipping, Customer Service Representative negotiates with Customer, and may send out replacement totally free of charge.
      15. Customer Service Representative may also upgrade the shipping method on the replacement order for customer satisfaction reasons.

    21. If special case comes up, Carrier returns undeliverable shipment to company.
      1. Carrier returns undeliverable shipment to Company.
      2. Shipment Receiver sets the package aside and notifies CSR.
      3. Customer Service Representative contacts Customer to check and correct address and see if Customer still wants the item(s).
      4. CSR creates a new label (through any Carrier, Customer Service Representative preferably the original carrier), places a new label on the package(s), records the new tracking number (edit the same shipment), and ships them out again.
      5. Customer Service Representative may choose to charge Customer for shipping after clearing it with Customer (create order for shipping only).

      7. If Customer does not want the item(s), Customer Service Representative creates a return and sets the response type on the return to either store credit, refund, or replacement (may be partial payment, etc; sets other return fields) and sets return status to approved and complete (original package received).

      9. Carrier sends notice that they could not deliver package or Customer refuses to pay the customs and specifies approximate number of days to resolve the issue.
      10. Customer Service Representative contacts Customer to notify them and request they go pick it up.
      11. If Customer does not pick up package from Carrier or contact Carrier for delivery within the number of days specified by Carrier, Carrier may destroy the package right away.
      12. Carrier may also contact Company (via Contact) and ask what to do with the package.
      13. Carrier Contact will review the value of the item(s) and instruct to either return the package (and incur a charge) or fax a "please destroy" form so that can destroy the package.
    22. Customer returns product.
      1. If Ship-To Customer finds the product to be faulty or End-User Customer decides they do not want the product, Customer will contact Service Representative (CSR) by phone or email and request return authorization, specifying reason for return (and for defective items notes about problem experienced) and desired return response (Refund, Partial Refund, Replacement).
      2. If appropriate, Customer Service Representative handles issue directly with Customer in order to avoid the return and if a return has already been entered cancels the return.
      3. If item(s) are flagged as not returnable, Customer Service Representative explains policy to Customer.

      5. Otherwise, Customer Service Representative authorizes return specifies if other misc adjustments applied, and records it.
      6. Customer Service Representative optionally emails electronic shipping label from Carrier to Customer.
      7. Customer Service Representative ships-to Customer or End-User Customer ships the product via Carrier to the warehouse.

      9. For Wait and Replace responses, Company creates a zero amount order for the replacement items configured on the return.
      10. The order is left in the "Held" status so that it is not shipped but inventory is reserved waiting for the original item to be received by.

      12. For Cross-Ship Replacement responses, Customer specifies a credit card that the replacement order will be charged to, and that will receive the credit when the original item is received by Company.

      14. If Customer was sent the incorrect item and they do not want it, Customer contacts CSR.
      15. Customer Service Representative creates return for replacement (cross-ship or wait).
      16. Customer Service Representative adjusts inventory to increment QOH for item ordered and decrement QOH for item actually shipped (physical inventory adjustment reason: mis-shipped item).

      18. If Customer wants to exchange an item (return an item and order another item), Customer contacts CSR.
      19. Customer Service Representative creates return for refund for the original item.
      20. Customer Service Representative creates "exchange order" that links back to the original order and for the same customer but otherwise is created like any normal sales order.

    23. Company processes return received.
      1. Carrier delivers return shipment.
      2. Shipment Receiver receives the return shipment.
      3. If the original packaging is unopened, Shipment Receiver sends it to Inventory Mover for put away.
      4. Otherwise, Shipment Receiver sends it to Repairer for review/testing, refurbishment, return to manufacturer, or disposal of damaged inventory.
      5. If Repairer finds the product to be in good condition or is able to repair the item to pass all tests, Repairer changes inventory item to point to refurbished version of the product, and sends it to Inventory Mover for putting away.
      6. In all cases, Repairer (or Inventory Mover if does not touch the item) records information about action taken for the return shipment.

      8. If Customer ships the wrong item, Customer Service Representative contacts Customer and asks if they want to have the item shipped back to them (and pay for shipping), or if they want to create a new return for that item (and cancel the original return), or other resolution.

      10. Company responds to return according to response type desired by customer and approved by CSR (see Return Handling by Response Type per Item section below).

      12. (Refund Payment) If payment was by credit card, Company automatically refunds to the credit card as a refund against the original transaction (there may be multiple transactions if the return includes items from multiple orders).
      13. If the total refund amount is greater than 110% (or whatever value the payment gateway / CC company / and merchant bank support), Company automatically creates a new transaction to send funds to the card (NOTE: if this is not possible with payment gateway or CC company or merchant bank then look into store credit as an alternative).

      15. If payment was by PayPal, Company automatically refunds to via PayPal against the original transaction.
      16. If refund amount is greater than the original transaction amount, Company automatically pays the amount above and the original transaction amount will be sent in a new transfer.

      18. If payment was by Money Order or Business Check, Company puts refunded amount into store credit (in a Financial Account unless Customer has a Billing Account with negative balance).
      19. In special cases, VP may choose to send a check to Customer for refund.

      21. Company automatically sets the Return status to completed when all items needing to be received arrive and only then are return responses done (ie no responses for one return item at a time).


  2. Buyer places purchase order
    1. If this is the first time a product has been ordered from a supplier, Buyer makes arrangement with Manufacturer or Distributor (acting as Supplier) to supply the product.
    2. Buyer makes an agreement with the Supplier.
    3. Buyer records initial supplier information for product with at least minimum and increment quantities and latest supplier cost (for a given quantity).
    4. Buyer may also record more detailed agreement information.


    5. Buyer creates Purchase Order for a single Supplier based on existing re-order Requirements or on manual/external planning.
    6. Buyer specifies ship before date (aka "cancel if not shipped by" date) and "cancel all back orders after" date.
    7. Buyer may specify a purchase order number(PO#), otherwise it is generated automatically.
    8. Buyer approves purchase order.
    9. When recording PO, Company automatically sets price as "last price" on supplier-product record.


    10. Buyer places an order with the given Supplier by sending Supplier order as a printed document, email, OAGIS or UBL XML message, or by phone.
    11. Supplier tells Buyer one or more estimated ship dates.
    12. Buyer records those dates.


    13. If the payment term is pay in advance, Buyer notifies Accountant.
    14. Accountant immediately sends payment to Supplier.

  3. Marketer maintains general site content
    1. Marketer writes copy and creates or gathers images to be included in the public facing web site.
    2. Marketer reviews list of existing content on the site (associated with named placeholders or content managed pages) and finds the content to update with the new text and/or images.
    3. Marketer uploads images and edits or pastes text to modify the selected content.


    4. If there is no existing content on the site or Marketer wants to add content to an existing dynamic page, Marketer contacts Developer.
    5. Developer adds a placeholder to the webpage.


    6. If there is no existing content on the site and Marketer wants to create a new content to a managed page, Marketer adds page, selecting the desired decorator screen so that common parts look the same as other pages.
    7. Marketer adds content to managed pages as desired.

  4. When new inventory is needed, Buyer places purchase order

  5. Customer finds product
    1. Customer reviews marketing materials and catalog resources to search among available products to find the product that meets their applicable needs or desires.


    2. Customer browses category hierarchy for larger numbers of available products when they know they want something that performs a certain function or has a certain form and they look at the top level product categories and see something relevant to that function they may choose to select that top level category.
    3. Once that top level category is selected with that same function in mind, Customer may choose a sub-category that more closely matches the form or function they have in mind (this may be repeated until they go down deep enough to find the category that represents the set of available products relevant to the form or function in mind).


    4. If Customer does not see a category that matches what they have in mind but they have some words to describe what they have in mind, Customer may do a simple keyword search or go to an advanced search page that presents more searching options.
    5. If there is no category selected (ie Customer is not searching within a category), System automatically shows generic advanced search options and may not include anything for a parameterized search (ie features of different types that can be selected to search by), but it may include some common parameters (features) to search by that are generally applicable across all or most of the available products.


    6. If Customer has already selected a category relevant to what they are looking for but they do not see a sub-category that also matches their needs (or there are multiple apparently relevant sub-categories and they choose not to explore each one), Customer may choose to search within a category.
    7. Customer searching can be a simple search but is generally an advanced search where selects from a set of parameters (features) that are relevant for the category they are searching in.


    8. If Customer is browsing categories and finds two categories that are not specific enough to match the form or function they have in mind but that together seem to describe it, Customer may search with both categories as constraints and the results will be the products that are in (or in categories under) both of the selected categories.


    9. todo: Write View Product Detail section.



  6. Product Marketer maintains product information

  7. Shipment Receiver receives shipment
    1. Supplier ships items ordered via Carrier.


    2. When Carrier delivers shipment, Shipment Receiver briefly reviews incoming shipment and signs for receipt of the product from Carrier.
    3. If the quantity is not the quantity ordered or it is clearly a different product, Shipment Receiver will contact Supplier and resolve issue before signing for receipt.
    4. If no resolution has come, Shipment Receiver will not sign for receipt and the shipment will be returned to Supplier.


    5. If shipment received is clearly a return (has RMA# or Return ID), Shipment Receiver gives items to CSR for handling.
    6. If shipment received does not correspond to a known PO or Return, Shipment Receiver gives items to Buyer for handling.


    7. If shipment received is clearly for a purchase order (has PO#), Shipment Receiver processes incoming inventory.
    8. Shipment Receiver finds the PO corresponding to the items received and records PO receipt (inventory) information for it including quantity and cost but no location yet.
    9. If Shipment Receiver records a higher quantity received than was ordered, System automatically adjusts the PO being received against.


    10. Shipment Receiver reviews incoming items.
    11. Shipment Receiver determines the Product ID.
    12. Shipment Receiver checks the item to make sure all features match what is currently in the system performs quality checks according to a checklist specific to that product (if one exists).


    13. If the product is a different color than what is in the system, Shipment Receiver creates a new Product ID and records it.


    14. If product that arrives is not the product on the PO and has already been received (and not just a different color), Shipment Receiver sends it to Buyer for handling.


    15. Shipment Receiver sets the inventory aside for Inventory Mover to put away.


    16. If part of the PO is not yet received, Buyer contacts Supplier and resolve any issues (not yet received inventory, wrong inventory, etc).



  8. Inventory Mover puts away inventory
    1. Inventory Mover receives the product from Shipment Receiver.


    2. Inventory Mover prints and applies label containing Product ID (bar code and text).
    3. Inventory Mover optionally prints and applies label with Inventory Item ID.
    4. While printing and appling label, Inventory Mover notes that if items are split system will have different Inventory Item IDs for some items later on.


    5. Inventory Mover then determines location for items.
    6. If the product does not have a primary location, Inventory Mover finds an appropriate empty location to use and assigns that as the primary location for the product.
    7. Inventory Mover fills the primary location and puts any excess product in a bulk location.


    8. Inventory Mover assigns location where items were placed to the inventory item previously received.
    9. If items were placed in multiple locations, Inventory Mover does quick stock moves to record where inventory was actually placed, and checks to make sure the quantity that remains in the original location is the quantity actually placed there.
    10. If inventory is received into both bulk and pick/primary locations, Inventory Mover moves the original location to be the bulk location and the moves stock to where to the pick/primary location.



  9. Placing Customer adds product to cart
    1. Once a product is selected, Customer adds it to the list to be ordered (which may be a shopping cart to order now, or shopping list to order later), specifying the quantity of the product desired.


    2. If the product the Customer wants to order has configuration options / variants (variations) to select / or additional information to gather, Customer will specify that information as they add it to the list.


    3. As product is added or removed from a list to be ordered (that is a cart list), Company will calculate promotions and other adjustments based on the combination of items on the list.



  10. Customer returns product
    1. If Ship-To Customer finds the product to be faulty or End-User Customer decides they do not want the product, Customer will contact Service Representative (CSR) by phone or email and request return authorization, specifying reason for return (and for defective items notes about problem experienced) and desired return response (Refund, Partial Refund, Replacement).
    2. If appropriate, Customer Service Representative handles issue directly with Customer in order to avoid the return and if a return has already been entered cancels the return.
    3. If item(s) are flagged as not returnable, Customer Service Representative explains policy to Customer.


    4. Otherwise, Customer Service Representative authorizes return specifies if other misc adjustments applied, and records it.
    5. Customer Service Representative optionally emails electronic shipping label from Carrier to Customer.
    6. Customer Service Representative ships-to Customer or End-User Customer ships the product via Carrier to the warehouse.


    7. For Wait and Replace responses, Company creates a zero amount order for the replacement items configured on the return.
    8. The order is left in the "Held" status so that it is not shipped but inventory is reserved waiting for the original item to be received by.


    9. For Cross-Ship Replacement responses, Customer specifies a credit card that the replacement order will be charged to, and that will receive the credit when the original item is received by Company.


    10. If Customer was sent the incorrect item and they do not want it, Customer contacts CSR.
    11. Customer Service Representative creates return for replacement (cross-ship or wait).
    12. Customer Service Representative adjusts inventory to increment QOH for item ordered and decrement QOH for item actually shipped (physical inventory adjustment reason: mis-shipped item).


    13. If Customer wants to exchange an item (return an item and order another item), Customer contacts CSR.
    14. Customer Service Representative creates return for refund for the original item.
    15. Customer Service Representative creates "exchange order" that links back to the original order and for the same customer but otherwise is created like any normal sales order.



  11. Carrier returns undeliverable shipment to company
    1. Carrier returns undeliverable shipment to Company.
    2. Shipment Receiver sets the package aside and notifies CSR.
    3. Customer Service Representative contacts Customer to check and correct address and see if Customer still wants the item(s).
    4. CSR creates a new label (through any Carrier, Customer Service Representative preferably the original carrier), places a new label on the package(s), records the new tracking number (edit the same shipment), and ships them out again.
    5. Customer Service Representative may choose to charge Customer for shipping after clearing it with Customer (create order for shipping only).


    6. If Customer does not want the item(s), Customer Service Representative creates a return and sets the response type on the return to either store credit, refund, or replacement (may be partial payment, etc; sets other return fields) and sets return status to approved and complete (original package received).


    7. Carrier sends notice that they could not deliver package or Customer refuses to pay the customs and specifies approximate number of days to resolve the issue.
    8. Customer Service Representative contacts Customer to notify them and request they go pick it up.
    9. If Customer does not pick up package from Carrier or contact Carrier for delivery within the number of days specified by Carrier, Carrier may destroy the package right away.
    10. Carrier may also contact Company (via Contact) and ask what to do with the package.
    11. Carrier Contact will review the value of the item(s) and instruct to either return the package (and incur a charge) or fax a "please destroy" form so that can destroy the package.



  12. Company processes return received
    1. Carrier delivers return shipment.
    2. Shipment Receiver receives the return shipment.
    3. If the original packaging is unopened, Shipment Receiver sends it to Inventory Mover for put away.
    4. Otherwise, Shipment Receiver sends it to Repairer for review/testing, refurbishment, return to manufacturer, or disposal of damaged inventory.
    5. If Repairer finds the product to be in good condition or is able to repair the item to pass all tests, Repairer changes inventory item to point to refurbished version of the product, and sends it to Inventory Mover for putting away.
    6. In all cases, Repairer (or Inventory Mover if does not touch the item) records information about action taken for the return shipment.


    7. If Customer ships the wrong item, Customer Service Representative contacts Customer and asks if they want to have the item shipped back to them (and pay for shipping), or if they want to create a new return for that item (and cancel the original return), or other resolution.


    8. Company responds to return according to response type desired by customer and approved by CSR (see Return Handling by Response Type per Item section below).


    9. (Refund Payment) If payment was by credit card, Company automatically refunds to the credit card as a refund against the original transaction (there may be multiple transactions if the return includes items from multiple orders).
    10. If the total refund amount is greater than 110% (or whatever value the payment gateway / CC company / and merchant bank support), Company automatically creates a new transaction to send funds to the card (NOTE: if this is not possible with payment gateway or CC company or merchant bank then look into store credit as an alternative).


    11. If payment was by PayPal, Company automatically refunds to via PayPal against the original transaction.
    12. If refund amount is greater than the original transaction amount, Company automatically pays the amount above and the original transaction amount will be sent in a new transfer.


    13. If payment was by Money Order or Business Check, Company puts refunded amount into store credit (in a Financial Account unless Customer has a Billing Account with negative balance).
    14. In special cases, VP may choose to send a check to Customer for refund.


    15. Company automatically sets the Return status to completed when all items needing to be received arrive and only then are return responses done (ie no responses for one return item at a time).



  13. Placing Customer places a sales order through online checkout
    1. PLC reviews list of items to order and decides to place a sales order with that set of items.
    2. PLC specifies general profile information.
    3. PLC specifies first and last name (optionally middle initial or middle name / title / prefix / suffix).
    4. PLC specifies primary contact phone number (home/ work/ or mobile).
    5. PLC specifies primary contact email address.
    6. PLC specifies shipping address (optionally multiple shipping addresses).
    7. PLC specifies preferred payment method with billing address where applicable (optionally multiple payment method; includes credit cards / EFT accounts / etc).
    8. PLC specifies general preferences.
    9. If PLC wants to create an account to access order status and other information later on in an automated way, PLC selects a username and password that will be used for future authentication.


    10. If PLC wants to split the order into multiple ship-groups for shipping to different destinations and/or shipping by different carriers or shipment methods, PLC specifies ship groups desired and which quantity units of each item is associated with which ship-group.


    11. PLC specifies order-specific information.
    12. PLC specifies which shipping address to use for each ship-group (if more than one is on file).
    13. PLC specifies the shipment method and carrier (if allowed to select the carrier) to use for each ship-group.
    14. PLC specifies whether to ship the order all at once or as inventory is available.
    15. PLC specifies the payment preference(s) for how to pay for the order (including payment methods associated with the / financial accounts / other payment method options not setup in advance (COD / offline pre-payment / etc).
    16. If PLC has a billing account setup, PLC can use whatever is left on the credit limit of that billing account to defer payment until the order if fulfilled (more specifically until each package related to the order is packed).


    17. Company calculates additional adjustments such as a shipping cost estimate to be charged to Customer and the applicable taxes based on the items in the order and the shipping destination for each.


    18. Company will communicate to Customer all order information including what PLC specified and what calculated based on that.
    19. If everything looks correct according to what PLC wants and/or needs, PLC will finalize the order, officially placing it with Company.



  14. Placing Customer places a sales order through Customer Service Representative
    1. Customer contacts CSR through phone / fax / email with a request for an order for specific products and quantities for each and other needed details such as size / color / and so on.
    2. Customer specifies shipping and billing details and contact information.
    3. If Customer does not specify important details, Customer Service Representative contacts Customer to get additional information.
    4. Customer Service Representative records order information and finalizes order.


    5. If Customer is a new organization that wants to purchase on credit, Customer Service Representative creates Party (using new customer) for Customer and Billing Account with a beginning limit determined by Company.
    6. Customer sends copy of their internal Purchase Order by fax (possibly scan/email or mail) with certain required information/etc.
    7. If Customer does not specify email address, Customer Service Representative enters dummy address that will receive confirmations.
    8. Customer Service Representative enters sales order for PO with the Billing Account instead of payment method and approves the order.


    9. If Customer wants to modify the order, Customer contacts CSR.
    10. Customer may request to add items / remove items / change quantities / change sizes/colors / change address / change shipping method / change billing info / add gift message.
    11. If new order grand total is greater than the original (before the requested changes) and the order is paid by credit card, Company automatically cancels original authorization and authorizes the new grand total.
    12. If that authorization fails, Customer Service Representative is notified and contacts Customer to resolve.
    13. Customer may request other changes to resolve issue and CSR will "re-finalize" the order to do a new authorization.



  15. Placing Customer places a sales order through Ebay
    1. Ebay Marketer selects products to add to Ebay Store and automatically sends them to Ebay.
    2. Ebay Marketer allocates inventory to warehouse for Ebay auctions.
    3. Ebay Marketer creates Ebay Auctions from listings in the Ebay Store.


    4. Placing Customer places an order through Ebay Store or places the highest bid in an Ebay Auction.


    5. Ebay Marketer imports Ebay orders (auctions and store orders) to get paid orders by specifying begin/end time / views orders placed in that time / and then selects orders to import.
    6. Ebay Marketer reviews imported orders and manually approves them (mainly making sure orders match the orders in Ebay).
    7. If Placing Customer orders multiple items, Placing Customer will come in as separate orders and Ebay Marketer will combine the orders into a single order.


    8. When a credit card payment the order is placed on Ebay, Placing Customer Customer calls Ebay Marketer and gives CC#.
    9. Ebay Marketer either enters entire order including payment information manually or finds the order already imported from Ebay and adds payment information to the order and then authorizes the payment.


    10. If Customer sends money via PayPal and skips ordering on Ebay, Ebay Marketer manually creates an order.
    11. When order is complete, Ebay Marketer marks as shipped in PayPal.


    12. Once items are shipped, Company automatically sends message to Ebay and sends standard ship notification email.


    13. When return order is returned as normal, Ebay Marketer manually marks order as returned in Ebay.
    14. If application refunds payment in PayPal and PayPal was not used, Company manually refunds credit card or other payment.



  16. Customer cancels order
    1. Customer sends email to request cancellation of an order.
    2. Customer Service Representative reviews email finds the order and if it has not shipped (shipment packed) then records the order as cancelled.
    3. If payment has been received for the order, Company automatically refunds the payment.
    4. If the order has been shipped, Customer Service Representative replies to customer by email to notify that the item has been shipped and they are liable to pay.


    5. Customer reviews online order and if any of it has not been shipped, System automatically displays a cancel button for the entire order.
    6. When the cancel button is pressed, System automatically marks each item that has not shipped.
    7. Customer cancels entire order or individual item.
    8. Company automatically changes status cancels inventory reservation(s) and if payment has been received then refunds payment.



  17. Customer creates and edits account
    1. Customer decides they need or want an account.
    2. Customer sends personal contact and other relevant information to Company who records it for future use.
    3. Customer also submits desired User Login ID and password.
    4. If User Login ID is already in use by another user, Company notifies Customer and Customer submits an alternate ID until an available one is found.
    5. Company notifies Customer that account is created.


    6. Customer reviews their account information on record with Company (Information on record may include: Personal Information Loyalty Points Contact Information Payment Method Information Tax Identification and Exemption Username & Password Default Shipment Method File Manager Contact Lists Surveys and Messages).


    7. Customer may create update or delete various parts of this information (TODO: add detailed options and processes for each).



  18. Customer reviews order history and status
    1. Customer reviews order history list with Order ID Date Total Amount Status and related Invoices for each.
    2. Customer requests information for a single order and reviews order detail including: status history shipping and billing details order item details and order totals including tax shipping grant total.
    3. Customer requests printable copy of order and Company generates a PDF file and sends it to Customer.


    4. Customer may add all or any order items (with ordered quantities) to the cart for repurchase or add to a recurring order (type of shopping list) to receive the products periodically as specified by Customer.


    5. If Order is not completed (items not yet packed for shipping), Customer may request cancellation of part or all of the order (See Cancels Order for process once has initiated this).


    6. Customer reviews digital downloads available based on orders approved or complete including Order ID Product Name Digital Content Name Content Description and option to download the content.
    7. Customer requests content download and receives purchased content file.



  19. Company approves sales order
    1. When paid by credit card and CC authorization is successful, Company automatically approves Sales Orders.


    2. When Sales Orders are placed in Pending status approval after checkout, Company automatically auto-approves the Sales Order once third-party payment processor (PayPal, GoogleCheckout, etc) sends notification.


    3. When authorization fails, Company automatically places Sales Orders in Rejected status.


    4. Once order is approved, Company reserves inventory for approved order, reducing Available To Promise (ATP) quantity.
    5. If inventory is not available, Company automatically creates negative inventory reservations and the order is placed on back-order.


    6. Company sends confirmation email to the Placing Customer.



  20. Inventory Mover does stock move
    1. Inventory Mover gets a list of inventory items by Product ID and facility location (generated according pick location where quantity drops below configured threshold).
    2. Inventory Mover moves inventory from bulk location to pick location according to list.
    3. Inventory Mover records actions to represent actual inventory moves (not listed ones).
    4. If Inventory Mover finds that inventory in the bulk location is short of system record during a stock move, Inventory Mover records moves of available quantity and records a physical inventory adjustment with difference between requested move amount and actual move amount.


    5. Inventory Mover todo: Optimize Locations Section.



  21. Company fulfills sales order
    1. PICK SECTION.
    2. Once inventory is available (for part or all of the order depending on preference), Fulfillment Manager creates a picklist and prints it (for up to X orders at a time, depending on batch pick size; only orders where inventory is available for part or all of the order, depending on preference).
    3. Picker walks the pick floor and at each location listed on the pick sheet picks the amount specified for the location and places items in the cart bin(s) specified on the pick sheet and verifies each is the correct location by looking at the pack sheet for the order in that bin.
    4. Once all items on the pick sheet are picked, Picker records status update for the picklist.


    5. If Picker notices that there is insufficient quantity in the pick location for a given picklist item, Picker will ask a Inventory Mover to find inventory in a bulk location.
    6. If Inventory Mover finds needed inventory in a bulk location, Inventory Mover will do a quick Stock Move for that inventory from the bulk to the pick location.
    7. If Inventory Mover does not find bulk inventory, Picker puts anything picked back in the appropriate location(s).
    8. Inventory Mover records the physical inventory adjustment.


    9. PACK SECTION.
    10. Packer selects a pick bin and removes the packing sheet and scans the Order ID bar code (which contains order and ship group info).
    11. Packer selects the appropriate packaging (boxes).
    12. Packer scans the Product ID on each item and places the items within the packaging.
    13. Packer weighs each package as it is filled (including all packing materials) and records the weight.
    14. Packer marks the shipment as packed.


    15. Packer fills out any applicable customs forms based on the information returned and attaches to package(s).
    16. Packer prints a shipping label and attaches it to each package.
    17. Packer prints personalized inserts and places inside the package.
    18. Packer seals the package and places into the appropriate outgoing carrier container.


    19. Company automatically creates Parcels Shipped Report (Divided by: shipping method packer.
    20. Purpose: used for packer incentives, Company capacity planning).


    21. Carrier picks up packages in outgoing container and delivers them to Ship-To Customer.


    22. If Placing Customer wants to pick up an order at the warehouse, Customer Service Representative picks and packs the order and uses the Quick Ship functionality so the system recognizes that the order is fulfilled.



  22. Accountant sends invoice and receives payment
    1. CC PAYMENT SECTION.
    2. When shipment is marked as Packed for all orders associated with the shipment that were paid by credit card and the payments have not been captured, Accountant captures payment (automated).


    3. BILLING SECTION.
    4. When shipment is marked as Packed, Accountant creates an invoice and sends it to Bill-To Customer for the relevant order(s).
    5. When payment is received from Bill-To Customer, Accountant associates it with relevant invoice(s) and marks invoices with full payment as paid.



  23. Carrier does not deliver shipment to customer
    1. Customer contacts CSR to request information about a item that has not arrived.
    2. Customer Service Representative reviews information from Customer and finds the order.
    3. If item has not been shipped, Customer Service Representative notifies Customer that it has not shipped and what the ETA is.
    4. If Customer does not want to wait, Customer requests that the order be canceled.
    5. Customer Service Representative reviews cancellation request and cancels the order.
    6. If payment has been received on the order, Company refunds payment.


    7. If the item has been shipped, Customer Service Representative notifies Customer and asks them to check at the post office for the package.
    8. If Customer contacts CSR again saying package has not arrived and is not at the post office and it has been more than a reasonable number of days (decided by the CSR based on feedback from Customer), Customer Service Representative determines that the package is considered lost.
    9. Customer Service Representative contacts Customer to check the address and if it is not correct updates it.
    10. If the package is insured, Customer Service Representative places a new zero amount order for a replacement item.
    11. If the package is not insured, Customer Service Representative contacts Customer to see if it is okay to send another item and charge them shipping.
    12. If Customer agrees, Customer Service Representative places replacement order with the price of the item(s) discounted but with full shipping cost.
    13. If Customer does not agree to shipping, Customer Service Representative negotiates with Customer, and may send out replacement totally free of charge.
    14. Customer Service Representative may also upgrade the shipping method on the replacement order for customer satisfaction reasons.



Origin Story Description Vision Actors Process Stories 1. Story of Online Retail Company 2. Buyer places purchase order 3. Marketer maintains general site content 4. When new inventory is needed, Buyer places purchase order 5. Customer finds product 6. Product Marketer maintains product information 7. Shipment Receiver receives shipment 8. Inventory Mover puts away inventory 9. Placing Customer adds product to cart 10. Customer returns product 11. Carrier returns undeliverable shipment to company 12. Company processes return received 13. Placing Customer places a sales order through online checkout 14. Placing Customer places a sales order through Customer Service Representative 15. Placing Customer places a sales order through Ebay 16. Customer cancels order 17. Customer creates and edits account 18. Customer reviews order history and status 19. Company approves sales order 20. Inventory Mover does stock move 21. Company fulfills sales order 22. Accountant sends invoice and receives payment 23. Carrier does not deliver shipment to customer
Origin Story Description Vision Actors Process Stories 1. Story of Online Retail Company 2. Buyer places purchase order 3. Marketer maintains general site content 4. When new inventory is needed, Buyer places purchase order 5. Customer finds product 6. Product Marketer maintains product information 7. Shipment Receiver receives shipment 8. Inventory Mover puts away inventory 9. Placing Customer adds product to cart 10. Customer returns product 11. Carrier returns undeliverable shipment to company 12. Company processes return received 13. Placing Customer places a sales order through online checkout 14. Placing Customer places a sales order through Customer Service Representative 15. Placing Customer places a sales order through Ebay 16. Customer cancels order 17. Customer creates and edits account 18. Customer reviews order history and status 19. Company approves sales order 20. Inventory Mover does stock move 21. Company fulfills sales order 22. Accountant sends invoice and receives payment 23. Carrier does not deliver shipment to customer