Order Notifications - Action required on Order / ActionRequired

Introduction

This article describes how "Action required on Order" notification works and guides Sellers through enabling this notification in their portal settings. In some cases, additional action may be required from a Customer while an Order is in progress before it can be provisioned by the Vendor. If this action is not taken, the Order may become stuck in the Platform without being fulfilled, potentially leading to delays in service delivery.

In this article:

• Use Cases
• How to Enable the Notification
• Webhook

Use Cases

The "Action required on Order" notification applies to several Vendor scenarios where Customer intervention is necessary to complete Order processing.

Notification Overview

Purpose: Alerts Customers when additional action is required on their Order before it can be provisioned by the Vendor.

Key Elements:

1. Subject Line: "Action required on order #[ORDER_NUMBER]"
2. Email Content:
   • Personalized greeting with Customer name
   • Clear status message indicating the Order has changed to "Action Required"
   • Explanation that the Vendor requires partner and/or Customer action
   • Specific instruction: "Something should be done" on the order item(s)
   • Offer details: list of affected Offers and related Vendor
3. Support Information: Link to Customer Support team for assistance
4. Footer: Copyright notice with Reseller organization name

When It's Triggered

This notification applies to several Vendor scenarios where Customer intervention is necessary to complete Order processing:

• Microsoft: Customer needs to upload a PDF of the purchase Order for review
• Cisco: Customer must set up an account before provisioning can begin
• Google Workspace: Customer needs to accept Terms and Conditions before the Subscription becomes active
• Multiple Vendors: The notification is triggered for failed Change Orders

Recipients

• To: Customer involved in the event
• Cc/Bcc: Optional additional recipients (configurable)

This notification prevents Orders from becoming stuck in the Platform by ensuring Customers are promptly informed when their action is needed to complete the provisioning process.

Microsoft

The process involves a Customer submitting a purchase Order to Microsoft, which is then selected for review based on certain criteria. Microsoft requests that the Partner uploads a PDF of the purchase Order, which is then reviewed before the Order is either completed or failed.

Cisco

After an Order is placed, it does not get provisioned until the Customer sets up an account. Only then will Cisco start provisioning the service.

Google Workspace

Customer creates an Order, and the Subscription goes into suspended state until the Customer accepts Terms and Conditions. Only then does it transition to active state, when Commitment Period Billing starts immediately after purchase, even before activation. In the Platform, this Order remains in "Provision started" state until Google activates the Subscription after Terms and Conditions are accepted.

How to Enable the Notification

Follow these sequential steps to enable the "Action required on Order" notification:

1. Navigate to the Seller portal
2. Access the Seller's "Settings" tab
   
3. Under "Settings," select "Notification Settings" then "Events" tab
   
4. Locate the notification "Action required on Order" and enable it by clicking the toggle under the "Email" column

Webhook

To learn more about the related webhook, you can find the body with field descriptions here: Webhook Documentation.

Summary

The "Action Required on Order" notification alerts Customers when additional actions are needed to complete an Order before it can be provisioned by the Vendor. If the required action is not taken, the Order may remain unfulfilled in the system. This article outlines specific use cases for Microsoft, Cisco, and Google Workspace, explaining the steps Customers need to take to avoid delays in Order fulfillment. The notification can be enabled through the Seller portal under "Notification Settings" by toggling the "Action required on Order" option.

Related Content

• Release Notes 163

• Google Workspace Seller guide