Source: https://joinfinn.com/integrations/microsoft-dynamics-365-commerce

# Microsoft Dynamics 365 Commerce

## Microsoft Dynamics 365 Commerce + Finn.

Microsoft Dynamics 365 Commerce integration with Finn. Microsoft Dynamics 365 Commerce connects online and store operations through customer orders, retail inventory, and commerce services.

Business function: Commerce and retail.

## What you can do with Microsoft Dynamics 365 Commerce.

Microsoft Dynamics 365 Commerce connects online and store operations through customer orders, retail inventory, and commerce services.

### Run customer order service across channels

Finn gives customers one coordinated answer about orders placed online, through a call center, or in a store.

**Typically handled by:** Retail contact center and commerce operations team

**Starts when:** A customer asks about an order, delivery, pickup, or requested change.

#### What Finn handles

1. Retrieve the Commerce customer order and its item-level payment and fulfillment details.
2. Explain which location is handling each item and collect the customer’s requested resolution.
3. Apply the permitted order change or assign the exact store or warehouse action through its operating process.
4. Verify the updated order and send one complete customer response.

**The result:** The order and customer conversation agree, with location-specific exceptions explicitly owned.

### Coordinate click-and-collect orders

Finn manages the customer communication and store follow-through between order acceptance and a recorded pickup.

**Typically handled by:** Store pickup coordinator

**Starts when:** An order is assigned to a retail location for customer collection.

#### What Finn handles

1. Read the order lines, selected store, inventory position, and pickup details.
2. Notify the store of the picking task and track the staff’s actual acceptance and preparation.
3. Send a ready-for-pickup message only after the store records readiness.
4. Follow the recorded pickup or customer-requested change and update the linked service case.

**The result:** The pickup reaches a recorded collection or explicit exception without treating an accepted order as ready.

### Follow store-fulfilled shipments to completion

Finn coordinates the administrative work behind orders shipped from retail locations.

**Typically handled by:** Distributed fulfillment team

**Starts when:** A Commerce order is routed to a store for shipment.

#### What Finn handles

1. Read the assigned order lines, delivery terms, and available store fulfillment status.
2. Track staff acceptance, picking, packing, and the connected carrier’s shipment reference.
3. Resolve missing customer information and coordinate authorized order changes with the location.
4. Report actual shipment progress and close the customer follow-up after the recorded delivery outcome.

**The result:** The order has a traceable store-to-carrier journey and customer updates based on actual events.

### Resolve cross-channel returns

Finn coordinates the customer, store, and finance work needed when a purchase comes back through a different channel.

**Typically handled by:** Returns contact center and store service desk

**Starts when:** A customer wants to return or exchange an online or store purchase.

#### What Finn handles

1. Find the original Commerce order, receipt, item, and payment references.
2. Check return rules and replacement availability and collect the customer’s choice.
3. Carry the request through the authorized return process, with store inspection and required employee actions completed by staff.
4. Verify the recorded return, replacement, and financial adjustment before confirming the result.

**The result:** The cross-channel return has a consistent order and payment trail and a documented customer resolution.

### Maintain assortments and product information

Finn coordinates the catalog work behind introducing or changing products across the retailer’s Commerce channels.

**Typically handled by:** Merchandising team or retail implementation agency

**Starts when:** The retailer approves an assortment or product-information release.

#### What Finn handles

1. Gather approved attributes, images, assortment decisions, and channel requirements.
2. Apply the permitted product and assortment changes through the Commerce administration setup.
3. Track the distribution or publishing process for the affected channels.
4. Check the resulting product records and visibility and report incomplete channel updates.

**The result:** The accepted assortment is reflected in the relevant channels with publication exceptions identified.

### Run pricing and promotion rollouts

Finn handles the coordination that turns a commercial decision into consistent channel pricing and checked campaign results.

**Typically handled by:** Retail pricing operations and marketing agency

**Starts when:** An approved price change or promotion reaches its start date.

#### What Finn handles

1. Read the accepted terms, participating products, customer groups, dates, and channel scope.
2. Apply the permitted Commerce price or discount updates and track channel distribution.
3. Coordinate campaign messages through the connected marketing platform.
4. Check the applied prices, end the offer when due, and report actual order and discount activity.

**The result:** The commercial rollout has verified channel settings and transaction-based results.

### Resolve inventory and sourcing questions

Finn uses cross-channel stock information to help customers and store teams find a workable fulfillment option.

**Typically handled by:** Store support desk and inventory coordinator

**Starts when:** A requested item is unavailable at the preferred location.

#### What Finn handles

1. Check Commerce inventory availability and the item’s order and delivery constraints.
2. Present the customer with valid pickup, shipment, or alternative-product options.
3. Complete the accepted order path through the channel that owns it and notify the fulfilling team.
4. Verify the order and reservation outcome instead of promising stock from an estimate alone.

**The result:** The customer has a confirmed fulfillment path or a clearly recorded stock exception.

### Run store task campaigns

Finn coordinates repeated operational tasks across stores without leaving the work in an email chain.

**Typically handled by:** Regional retail operations team

**Starts when:** Headquarters launches a merchandising, promotion, or operational task campaign.

#### What Finn handles

1. Read the campaign instructions, participating stores, deadlines, and required completion evidence.
2. Create or distribute the relevant Commerce task work through the enabled administration process.
3. Follow store responses, answer instruction questions, and route unresolved exceptions.
4. Collect actual completion evidence and report the status of each store.

**The result:** The campaign has recorded store-level completion and an actionable list of outstanding work.

### Reconcile retail transaction exceptions

Finn handles the investigation and coordination around order and statement discrepancies before they reach the finance close.

**Typically handled by:** Retail finance operations team

**Starts when:** A sales statement or order review identifies a transaction difference.

#### What Finn handles

1. Read the relevant Commerce transactions, customer orders, payments, and posting status.
2. Compare the source records with the connected finance and settlement information.
3. Carry permitted corrections through the existing finance review and posting process.
4. Verify the resulting records and deliver a reconciliation with unresolved differences clearly assigned.

**The result:** The exception has a recorded correction or finance-owned decision and traceable supporting records.

### Coordinate customer follow-up and loyalty service

Finn handles customer-specific follow-up across Commerce history and the connected service or marketing workflow.

**Typically handled by:** Clienteling team and customer engagement agency

**Starts when:** A customer requests assistance or reaches a retailer-defined service milestone.

#### What Finn handles

1. Read the permitted customer, order, and enabled loyalty records.
2. Explain recorded benefits or purchase details without inventing an entitlement.
3. Run the accepted service action or customer-preference-based follow-up through the relevant connected system.
4. Record the resulting purchase, response, or service resolution for the next interaction.

**The result:** The customer’s service history is current and the follow-up has a documented business outcome.

## Connection setup

Contact Finn to discuss the records your workflow needs and the actions you want it to perform.

Your team chooses what Finn can access, what agents can change, and when a person must approve the work. The connection needs the appropriate account access and permissions from Microsoft Dynamics 365 Commerce.

Your Commerce administrator must approve and configure the connection. Some store employee actions require an activated point-of-sale device and a signed-in employee.

## Industries

- [Retail](https://joinfinn.com/industries/retail): Orders, returns, store operations, and supplier follow-ups.

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