# Order routing, fulfillment capacity and cart recovery

*B2C Solution Architect Study Guide · Architecture Design · Last updated November 13, 2026 · https://www.certifyforce.com/study-guide/b2c-solution-architect/architecture-design/order-routing-fulfillment-capacity-and-cart-recovery*

How to turn business goals into an Order Management and cart-recovery design: fewest-splits and distance routing, location fulfillment capacity, the Distributed Order Management package, fulfillment exceptions, order summaries versus change orders, and the incentive, inventory and revenue decisions that make abandoned-cart recovery pay.

- Certification: Salesforce B2C Solution Architect
- Exam section: Architecture Design
- Study guide: https://www.certifyforce.com/study-guide/b2c-solution-architect

**Official exam objective:**

> Given a use case, analyze business processes and propose a customer experience solution that generates business value that meets expectations.

## What the exam expects

- Shape a cart-recovery program around incentives, inventory and measured revenue rather than clicks.
- Configure Order Management routing that minimizes splits, then ranks by distance.
- Model store handling limits with location fulfillment capacity and its hold, confirm and release actions.
- Recover from rejected, unrouted and short-picked fulfillment orders, and release reservations for canceled demand.
- Choose the order summary or the original order plus change orders for a given read need, and set the operating model for B2C CRM Sync.

Key terms:
- **Split:** each extra location an order ships from; one split means two locations.
- **Fulfillment order capacity:** the maximum number of fulfillment orders a location accepts per user-defined period.
- **Distributed Order Management (DOM):** an installable flow package that routes order items to fulfillment locations.
- **Change order:** an order record that stores a financial change instead of modifying the original order.
- **Order summary:** the consolidated, current view of an order.

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Routing order | Fewest splits first, then shortest average distance | [Automated Order Routing](https://help.salesforce.com/s/articleView?id=commerce.om_automated_order_routing.htm&type=5&language=en_US) |
| Splits search bound | Up to 1,000,000 executions or 10,000 qualifying combinations | [Automated Order Routing](https://help.salesforce.com/s/articleView?id=commerce.om_automated_order_routing.htm&type=5&language=en_US) |
| Distance address | Location's Visitor Address to recipient postal code | [Automated Order Routing](https://help.salesforce.com/s/articleView?id=commerce.om_automated_order_routing.htm&type=5&language=en_US) |
| Null capacity | Unlimited fulfillment orders | [Fulfillment Orders](https://developer.salesforce.com/docs/atlas.en-us.order_management_developer_guide_html.meta/order_management_developer_guide_html/order_management_fulfillment_orders.htm) |
| Free capacity | Capacity minus held minus assigned | [Fulfillment Orders](https://developer.salesforce.com/docs/atlas.en-us.order_management_developer_guide_html.meta/order_management_developer_guide_html/order_management_fulfillment_orders.htm) |
| Confirm held capacity | Held decreases, assigned count increases | [Routing Class](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_ConnectAPI_Routing_static_methods.htm) |
| DOM rerouting | New routing schedule; prior rejecting locations excluded | [DOM Flow Package User Guide](https://resources.docs.salesforce.com/rel1/doc/en-us/static/pdf/DOMRoutingPackage.pdf) |
| Fulfillment line cancel | Order item summaries stay; reallocate the quantity | [FulfillmentOrder Class](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_ConnectAPI_FulfillmentOrder_static_methods.htm) |
| Change orders | Created only for financial changes | [Summary Objects and Change Objects](https://help.salesforce.com/s/articleView?id=commerce.om_summary_change_objects.htm&type=5&language=en_US) |
| Sold-out items | Consider blocking them when no backorder is planned | [Abandoned cart solution kit](https://resources.docs.salesforce.com/240/latest/en-us/sfdc/pdf/abandoned_cart_solution_kit.pdf) |
| CRM Sync support | No Technical Support or production-style SLAs | [b2c-crm-sync README](https://github.com/SalesforceCommerceCloud/b2c-crm-sync/blob/641be82ba3ac731c1cc009d2ec71d01f2f9de29b/README.md) |

## Check yourself

- When is Get Fulfillment Order Capacity Values the only way to read a location's capacity data?
- Why choose "Compile only the Apex in the package" when installing DOM?
- Which order product summary quantities rise when a fulfillment order moves to the Closed status category?

## Sources

- [Turn Abandoned Carts into Completed Sales (Winter '23)](https://resources.docs.salesforce.com/240/latest/en-us/sfdc/pdf/abandoned_cart_solution_kit.pdf)
- [Automated Order Routing](https://help.salesforce.com/s/articleView?id=commerce.om_automated_order_routing.htm&type=5&language=en_US)
- [Routing Class](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_ConnectAPI_Routing_static_methods.htm)
- [Fulfillment Orders (Order Management Developer Guide)](https://developer.salesforce.com/docs/atlas.en-us.order_management_developer_guide_html.meta/order_management_developer_guide_html/order_management_fulfillment_orders.htm)
- [Distributed Order Management Flow Package User Guide](https://resources.docs.salesforce.com/rel1/doc/en-us/static/pdf/DOMRoutingPackage.pdf)
- [FulfillmentOrder Class](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_ConnectAPI_FulfillmentOrder_static_methods.htm)
- [OmnichannelInventoryService Class](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_ConnectAPI_OmnichannelInventoryService_static_methods.htm)
- [Summary Objects and Change Objects](https://help.salesforce.com/s/articleView?id=commerce.om_summary_change_objects.htm&type=5&language=en_US)
- [Order Summary and the Order Lifecycle](https://help.salesforce.com/s/articleView?id=commerce.om_order_summary_order_lifecycle.htm&type=5&language=en_US)
- [b2c-crm-sync README](https://github.com/SalesforceCommerceCloud/b2c-crm-sync/blob/641be82ba3ac731c1cc009d2ec71d01f2f9de29b/README.md)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 14 linked practice questions, and unlimited timed mock exams are included with the B2C Solution Architect pack (USD $19): https://www.certifyforce.com/practice-exams