Process customer orders and payments
Overview
This standard is about processing customer orders and payments. It covers obtaining information from customers about their requirements, identifying the sources and availability of the products and services and processing the orders. To do this, you will need to give accurate information to your customers and arrange to supply products and services. The standard focuses on collecting appropriate information, completing order details, raising invoices and notifying customers about the timescales for order completion. This standard is for anyone who processes customer orders and payments.
Performance criteria
You must be able to:
1. identify and collate customers’ requirements in relation to the order and check the order fulfils those requirements
2. check the availability of your products and services and inform customers
3. reserve or secure the products and services to ensure they are available
4. ensure that the information on the status of the order is clear and accurate in terms of delivery, timing and price
5. check the credit status of the customers and ensure that the sale is authorised in accordance with organisational procedures
6. complete organisational accounting procedures to finalise the transaction
7. ensure that the customers are aware of the terms and conditions of sale
8. ensure that customers’ requirements are communicated promptly and accurately to those responsible for processing orders
9. get back to the customers when their requirements are unacceptable or cannot be met by your organisation
10. update software system and inform customers of the order progress
11. ensure that the reasons for any delay in processing the orders are noted and reported promptly to the customers
12. ensure information about customers is stored securely and is available to authorised personnel
Knowledge and Understanding
You need to know and understand:
1. the current legislation and regulations in relation to customer data, confidential information and processing of payments
2. your organisational procedures for processing customer orders and payments
3. the sources of information required to complete the processing of orders
4. the rights and responsibilities relating to consumer protection legislation
5. the variety of processes for ordering products and services
6. the different sources of information systems required for checking customers’ credit status
7. the different payment methods accepted by the organisation
8. the use of relevant software for order processing
9. the actions to take when customers’ requirements are unacceptable or cannot be met
10. the process of completing the order and delivering products and services
11. how to organise dispatch of your organisation’s products and services
12. how to store information about customers, order and payments securely