When two accounts are merged, the value of fulfilled orders can change. To reproduce, complete the following steps:
�Create two accounts named ABC Ltd.
�Ensure you have a product in the product catalog with a value in list price and a price list item that is set to 100% of list price.
�Create an order against one of the accounts, add a product and then fulfil the order.
�After fulfilling the order, change the list price of the product, then review the order; the value of the order has not changed (as expected).
�Now, merge the two ABC Ltd accounts selecting the one without the order as the master. As expectd, the order linked to the second ABC transfers to the first ABC.
However, the value of the order is recalculated using the new price even though the order was fulfilled. This is not expected and undesirable. The value of fulfilled orders should never change.
Workaround to prevent the value on orders from changing
On the ribbon for orders there is a button labelled Lock Pricing. The purpose of this is to prevent changes to prices on line items for open orders.
According to the CRM help, this means �type of pricing behavior that prevents changes to the price per unit for products in open orders or invoices�.
Even if a price changes in the product catalog, the original price will remain for any open orders or invoices in which Prices Locked has been enabled. Note that the help refers to open orders.
To prevent the value of fulfilled orders changing, click Lock Pricing before fulfilling an order. When merging accounts and where an order has Lock Pricing selected the prices on order line items do not change if the product price changes after the order is fulfilled. It should not be necessary to do this to prevent the pricing on fulfilled orders changing.
Comments
Though I have heard that this behavior is by design, I respectfully disagree with regard to "finalized" records. Molesting data in a record that has been finalized, completed, and largely considered a part of the customer's history (rather than any ongoing or future process), then we have lost fidelity and confidence that such data could be reliable. This is akin to cashing a check, and having its author revise it to a smaller amount once it clears their bank.
Category: General
Wow! Obscure but important find! This is definitely not sensible behaviour at all. I agree that the common understanding of using lock pricing is to ensure that the price for each line item won't change or be recalculated between creating the Order and Fulfilling it. The message that Orders generally can't be editing once fulfilled (other than to be cancelled) is generally accepted, and is clearly be the right way for this to work. If several years passed before someone introduced a duplicate and then merged the records, the pricing would be vastly different. Having said that, even a penny / cent out is deeply wrong. I'd be interested to know if this is also reproduced on Quotes and Invoices, and how this impacts customers using integration to their financial system - do they end up with loads of unreconciled invoices which no longer match the payments made against them? Hopefully the finance / ERP system is better at locking records so they don't get updated.
Category: General
Thank you for your feedback. This is a great suggestion, and we will consider this in our roadmap
Category: General
Administrator
Thank you for submitting your idea to our ideas portal. We appreciate your contribution and the time you took to share it with us. We have shipped many enhancements since this idea was posted and it is likely that it has been resolved. If not, kindly reopen. Thank you again for your continued support.