Order, Payment, and Follow-Up Runbook
Sales-user guide for approved quote conversion, sales-order follow-up, invoice emails, payment links, tracking emails, and recurring plans
Use this page after a quote is approved or when a Sales Order already exists. The Sales Order is the shared operating record for sales, AR, payment, fulfillment, tracking, and customer communication.
Conversion and Handoff
Approved quotes can convert or sync into Sales Orders. The resulting order should retain links to:
| Link | Why it matters |
|---|---|
| Quote | Preserves approved customer offer and approval evidence. |
| Opportunity | Keeps pipeline and sales reporting accurate. |
| Account and Contact | Drives customer history and payment context. |
| Invoice | Supports AR and collection reporting. |
| Payment Order | Supports payment links, attempts, transactions, receipts, and settlement. |
| Fulfillment and Tracking | Supports operations and customer follow-up. |
If a Sales Order is missing quote or opportunity context, escalate before sending payment or fulfillment communication.
Sales Order Review
Open the Sales Order and review:
- Status and fulfillment sync status.
- Customer, contact, billing address, and shipping address.
- Line quantities, packed/fulfilled state, and item routing.
- Payment status, invoice status, and payment order context.
- Tracking records and shipment timeline.
- Notes, emails, files, and customer-facing history.
The Sales Order page includes summary, line, payment, shipping, PDF preview, and fulfillment components. Use those surfaces before editing raw fields.
Invoices
Use Invoice actions for customer-facing invoice output:
| Action | Use |
|---|---|
PrintInvoicePDF | Generate customer-facing invoice PDF. |
SendInvoiceEmail on Invoice | Send invoice communication from the invoice. |
SendInvoiceEmail on Sales Order | Send invoice communication from the order context. |
Invoice emails should come from Salesforce actions so Order_Email_History__c, payment state, and customer communication history stay visible.
Payment Orders and Payment Links
Use CreatePaymentOrder from the Sales Order when a payment order is needed. Use SendPaymentLinkEmail from Sales Order or Payment Order when the customer should pay remotely.
Payment link rules:
- Use Salesforce-generated links, not manual processor links.
- Confirm requested amount, due date, collection method, and customer contact.
- Confirm payment readiness before telling the customer a saved method is usable.
- Use the email action so link history and recipients are recorded.
- If link email fails, inspect the last email status and escalate to payment operations.
Saved Methods
Saved methods can live on Account or Contact records through Add_Payment_Method. A saved method still needs valid route-level token coverage.
Use a saved method when:
| Condition | Decision |
|---|---|
| Token coverage is ready for the route | Use the saved method. |
| Retokenization is required | Escalate to payment admin. |
| New payment method is required | Ask the customer through the supported entry action. |
| Gateway is unavailable | Wait for admin repair or route migration. |
Recurring Plans
Use ManageRecurringPlan from Sales Order or recurring actions on Payment_Agreement__c.
Supported user-facing lifecycle actions include:
| Action | Record |
|---|---|
ManageRecurringPlan | Sales Order. |
PauseRecurringPlan | Payment Agreement. |
ResumeRecurringPlan | Payment Agreement. |
CancelRecurringPlan | Payment Agreement. |
PrintPaymentAgreementPDF | Payment Agreement. |
Do not promise recurring billing is active until the Payment Agreement record and next scheduled payment state confirm it.
Tracking and Shipment Communication
Use tracking actions instead of personal email:
| Action | Use |
|---|---|
AddTracking | Add tracking context from the Sales Order. |
SendTrackingEmail on Sales Order | Send order-level tracking communication. |
SendTrackingEmail on Sales Order Tracking | Send communication for a specific tracking record. |
When fulfillment comes from 3PL providers, confirm the provider state and tracking rows before sending manual customer updates.
When to Escalate
| Symptom | Escalate to |
|---|---|
| Sales Order is missing quote/opportunity linkage. | Sales operations. |
| Payment link cannot be generated. | Payment operations/admin. |
| Saved payment method requires retokenization. | Payment admin. |
| Invoice email sends to wrong recipients. | Admin for Order Email Settings. |
| Fulfillment is stuck or provider state is unclear. | 3PL operations. |
| Tracking exists externally but not in Salesforce. | 3PL operations or integration owner. |
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