Sales Module FAQ

General Questions

What is the difference between a quotation and a sales order?

A quotation is a formal offer to sell products or services at specified prices, while a sales order is a confirmed commitment from the customer to purchase. Quotations can be revised and may expire, whereas sales orders trigger inventory reservation and fulfillment processes.

Can I create a sales order without a quotation?

Yes, you can create sales orders directly for phone orders, repeat customers, or situations where formal quotations aren't required. Navigate to Sales → Sales Orders → New Order.

How do I handle tax-exempt customers?

1. Go to the customer record
2. Navigate to Tax Settings tab
3. Upload exemption certificate
4. Set exemption type and covered jurisdictions
5. The system will automatically exclude tax on future transactions

Quotations

How long are quotations valid?

By default, quotations are valid for 30 days. You can customize this per quote or change the system default in Settings → Sales → Quotations → Default Validity.

Can I create multiple versions of a quote?

Yes, the system supports quote versioning. Open an existing quote and click "Create Revision" to maintain a complete history of changes while keeping the same quote reference.

How do I add optional items to a quote?

When adding line items, mark them as "Optional". Customers can then accept or reject individual optional items when approving the quote.

Sales Orders

What happens when inventory is insufficient?

The system will:

1. Show available quantity
2. Offer options to ship partial, wait for full quantity, or substitute products
3. Create backorders automatically based on customer preferences
4. Send notifications when stock becomes available

Can I change a sales order after confirmation?

Yes, but with restrictions:

• Before fulfillment: Most changes allowed with proper approval
• After partial fulfillment: Only unshipped items can be modified
• May require customer notification and approval

How do I split shipments for one order?

1. Open the sales order
2. Go to Delivery tab
3. Click "Create Partial Delivery"
4. Select items and quantities to ship now
5. Remaining items stay open for future shipment

Invoicing

When should I create an invoice?

Invoices can be created:

• After delivery (most common)
• Before delivery (prepaid orders)
• On a schedule (recurring/subscription)
• Based on milestones (projects)

How do I handle partial payments?

1. Open the invoice
2. Click "Register Payment"
3. Enter the partial amount received
4. The system tracks the remaining balance
5. Send statements showing outstanding amounts

Can I create credit notes for returns?

Yes, credit notes can be created:

• From the original invoice (recommended)
• From a return merchandise authorization (RMA)
• Manually for adjustments
• Credits can be applied to future orders or refunded

Shipping

How do I track shipments?

The system integrates with major carriers to provide:

• Real-time tracking updates
• Automatic customer notifications
• Proof of delivery
• Exception alerts
• Delivery confirmation

Can I use multiple carriers?

Yes, you can configure multiple carriers and the system will:

• Compare rates
• Check service availability
• Apply customer preferences
• Optimize based on delivery requirements

How do I handle international shipments?

For international orders:

1. System validates addresses and restricted destinations
2. Generates required customs documentation
3. Calculates duties and taxes
4. Provides appropriate shipping options
5. Tracks through delivery

Pricing & Discounts

How do I set customer-specific pricing?

1. Create price lists with specific prices
2. Assign to customer groups or individual customers
3. Set validity periods
4. System automatically applies during order entry

Can I offer volume discounts?

Yes, configure tiered pricing:

• Quantity breaks (e.g., 10+ units = 5% off)
• Value breaks (e.g., orders over $1,000 = 10% off)
• Cumulative volume (based on period totals)
• Product-specific or across categories

How do I apply promotional pricing?

1. Create promotion rules with conditions
2. Set validity dates
3. Define applicable products/customers
4. System auto-applies to qualifying orders
5. Track promotion effectiveness

Returns & Credits

What's the return window?

Default is 30 days, but you can:

• Set different policies by product category
• Offer extended returns for preferred customers
• Configure seasonal variations
• Enforce strict cut-offs or flexible terms

How do I process an exchange?

1. Create RMA for the return
2. Link an exchange order
3. System handles:
   • Inventory adjustments
   • Price differences
   • Shipping coordination
   • Single transaction tracking

Can customers track their returns?

Yes, through the customer portal they can:

• View RMA status
• Print return labels
• Track return shipments
• See credit/refund status
• Access return history

Reporting & Analytics

What sales reports are available?

Standard reports include:

• Sales by period, customer, product, region
• Quote-to-order conversion rates
• Customer lifetime value
• Product performance
• Sales team metrics
• Profitability analysis

How do I track sales performance?

The system provides:

• Real-time dashboards
• KPI tracking
• Trend analysis
• Forecasting tools
• Commission calculations
• Territory management

Can I export sales data?

Yes, all reports can be exported to:

• Excel for further analysis
• PDF for distribution
• CSV for integration
• API access for real-time data
• Scheduled email delivery

Integration

Does it integrate with e-commerce platforms?

Yes, the system integrates with:

• Major e-commerce platforms via API
• Automatic order import
• Inventory synchronization
• Pricing updates
• Customer data sync

Can I connect my CRM?

The system includes built-in CRM functionality and also integrates with external CRM systems for:

• Lead conversion
• Opportunity tracking
• Customer history
• Activity synchronization

How do I integrate with accounting?

Sales transactions automatically:

• Post to general ledger
• Update accounts receivable
• Calculate taxes
• Track revenue recognition
• Maintain audit trails

Troubleshooting

Why can't I create an order?

Common reasons:

• Customer credit limit exceeded
• Required fields missing
• No active price list
• Period closed
• Insufficient permissions

Invoice doesn't match the order?

Check for:

• Partial deliveries
• Price changes after order
• Additional charges (shipping, taxes)
• Manual adjustments
• Currency differences

Customer can't see their orders online?

Verify:

• Portal access is enabled
• Login credentials are correct
• Orders are confirmed (not draft)
• Permissions are set properly
• No technical issues with portal

Need More Help?

If you can't find the answer here, check the detailed guides in the Sales module documentation or contact support.