VMS CSR — Order Processing SOP

Audience: VMS customer-service reps processing purchase orders in Ordermatic (review‑v2). Scope: VMS is on Eclipse E4 and runs in approval‑only mode — see §0. Status: Living doc, written during VMS UAT (2026‑07‑17). A few items below are rolling out and are marked as such — they may not be live in your account yet. If a step here doesn’t match what you see, file a support ticket (last section) and we’ll fix the doc.

0. The one thing to know first: “Finished” ≠ “sent to E4”

VMS is in approval‑only mode. The primary button reads “Finished” (not “Submit to ERP”). Clicking Finished:

marks the order approved and takes it out of your queue, and
records that you validated it — but does NOT push anything to Eclipse E4.

So “Finished” means “I’ve reviewed this and it’s correct.” Keying the order into E4 is still done the normal way for now. (When the E4 write path goes live, this button becomes the actual submit — you won’t have to change how you work.)

To click Finished, an order needs: a matched customer, a matched ship‑to address, and at least one line item. If the button is disabled or errors, one of those three is missing — see §5 (customer won’t match) and §1 (parts).

1. A part number isn’t in the list

You can add it — this is supported. When a PO line’s part doesn’t match a VMS/E4 item, use the line’s part‑number match control to map the PO’s part number to the correct E4 item. Once you save it, Ordermatic remembers that mapping and auto‑matches the same part on future POs (an “operator part‑number mapping”).

Use this when the part exists in E4 but Ordermatic didn’t auto‑match it (different customer part #, typo, dual part numbers).
If the part is genuinely new to E4, don’t force a wrong match — see §6.

2. Where the due date is

Due dates on VMS orders live per line item, not on the order header (that’s how E4 stores them — one PO can have different dates per line). Look at the line row, not the top of the order. The header shows the earliest item due date as a summary.

Today, if a line has no due date the field is simply blank. If a due date looks missing, check the source PDF; if the PO stated one and it isn’t showing, file a ticket. Rolling out: a “—” placeholder that marks a field as confirmed empty (the PO didn’t state it), so you can tell that apart from a value that just isn’t there.

3. Where the revision is

Revision is shown as a line‑item field, on the same row as the part/price — so you can verify revision and price together. (Same as due date: a “—” placeholder for “no revision on this PO” is rolling out; until then, a revision the PO didn’t state is simply blank.)

4. “No price” / $0 price from E4 is normal

Many VMS items are custom manufactured and carry no standard price in E4 ($0 / blank). That is expected — the price on the customer’s PO is authoritative for VMS, and Ordermatic uses it. A blank E4 price is not an error and does not block you. Escalate only if the PO itself is missing a price, or the PO price looks wrong. (See §8 for the price advisory that’s rolling out.)

5. The customer won’t match (“PO won’t load”)

If an order seems stuck or won’t let you finish, the usual cause is the customer didn’t match to an E4 account (e.g. name variants like “Cicor Ohio, Solon Inc.”). To handle:

Use the customer match control to search and pick the correct E4 customer manually.
If there are duplicate E4 accounts for the same company (common — Lincoln Electric, UniLink), pick the active one you’d normally book against.
If no correct account exists at all, file a ticket with the PO number — we’ll sort the account out.

Once the customer (and ship‑to) is matched, the order proceeds and Finished enables.

6. A line item is genuinely NOT in E4 yet (new item)

Today: don’t force a wrong match. Finish the other lines on the order, and get the new item into E4 through your normal catalog process; note it (or file a ticket) so it’s tracked. Once it’s in E4 it will match on future POs.

Don’t force a wrong match just to get past an unknown item.

A dedicated in‑app “new item” flow is being scoped with your input — we’re gathering a few questions first, so there’s nothing new to do here yet.

7. Changing a quantity / editing a line

Quantities and line fields are editable in review — click the field and update it to match the PO. You don’t need a ticket to change a qty.

8. Price advisories (informational) — rolling out

You may start to see an amber note like “price $X → $Y vs last” or “last priced DATE — verify.” These are advisory only — they never block Finished. They’re there so you can double‑check a price that changed or hasn’t been seen in a while. Verify against the PO and proceed.

You may also see “Price overridden on N earlier orders. If this is their price now, update the price schedule in E4.” It shows on a line you repriced when you also hand-priced the same item for this customer on at least two earlier orders. A price that keeps needing an override usually means E4’s price schedule is out of date. Update the schedule in E4 and future orders will carry that price without an override. Like the other notes, it never blocks Finished.

When to self‑serve vs. file a ticket

Situation	Do this
Part exists in E4 but didn’t match	Map it yourself (§1)
Part is genuinely new to E4	Finish the other lines; add it in E4 + note it (§6)
Due date / revision is blank	Check the PDF; if the PO didn’t state it, proceed
E4 price is $0 / blank, or a price advisory shows	Normal — verify vs PO, proceed (§4, §8)
Customer didn’t match	Match it yourself; pick the active account (§5)
Qty / line wrong	Edit it (§7)
No correct E4 customer exists	Ticket — include PO #
Field is blank but you’re sure the PO stated it	Ticket — include PO # + which field
Anything looks broken / won’t load after matching	Ticket — include PO # and what you clicked

Filing a ticket: use the in‑app support button. Always include the PO number and, if relevant, the part number and what you were trying to do — that lets us reproduce it fast.