VincentChuWaiChow Order-to-Cash Protocol
Purpose
This skill coordinates the order-to-cash (O2C) end-to-end process in Microsoft Dynamics 365 environments. Starting from a confirmed sales order, it orchestrates order management, inventory fulfillment, shipment, invoicing, accounts receivable, and cash collection. The protocol aligns d365-supply-chain-plan-to-produce-agent (fulfillment), d365-finance-close-to-report-agent (invoicing and AR), and d365-sales-revenue-operations-agent (sales performance and customer communication). It does not give business or financial advice; all recommendations are subject to human owner confirmation.
When to use
- A confirmed sales order must progress through fulfillment, invoicing, and payment collection.
- Multiple Dynamics 365 modules are involved and cross-agent coordination is required.
- An accounts receivable aging item needs coordinated follow-up between Sales and Finance.
- A return, credit memo, or dispute requires orchestrated handling across Supply Chain and Finance.
- A post-order cash flow analysis or DSO escalation requires cross-domain visibility.
When NOT to use
- The opportunity has not yet been converted to a confirmed order — use the lead-to-cash-protocol or prospect-to-quote process instead.
- The matter is confined entirely to accounts payable or procurement — use procure-to-pay-protocol.
- Direct live-order configuration or system transaction execution is required — escalate to the relevant specialist.
- The matter involves revenue recognition complexity at contract inception — use lead-to-cash-protocol first.
Participating agents
- d365-supply-chain-plan-to-produce-agent — owns order fulfillment, picking, packing, and shipment
- d365-finance-close-to-report-agent — owns invoicing, accounts receivable, collections, and cash application
- d365-sales-revenue-operations-agent — owns sales order policies, customer communication, and sales performance analysis
Inputs required
- Confirmed sales order number and legal entity
- Customer account and credit status
- Requested and promised delivery date
- Pricing and discount terms from the sales order
- Accounts receivable payment terms for the customer
Evidence required
- Sales order confirmation record from Dynamics 365 Supply Chain Management
- Available-to-promise (ATP) or inventory reservation confirmation
- Packing slip or delivery note reference
- Invoice draft for accuracy review before posting
- Payment receipt or remittance advice for cash application
Workflow
- Receive confirmed sales order from d365-sales-revenue-operations-agent or directly from the order management system.
- Verify order accuracy: line items, pricing, quantities, and delivery terms match the original customer agreement.
- Check customer credit status; if credit is on hold, escalate to d365-finance-close-to-report-agent and finance owner.
- Trigger inventory reservation and ATP confirmation via d365-supply-chain-plan-to-produce-agent.
- Monitor warehouse picking, packing, and shipment workflows; flag delays against committed delivery dates.
- Generate packing slip upon confirmed shipment; hand off to d365-finance-close-to-report-agent.
- Create and validate sales invoice against packing slip and sales order; surface discrepancies for human resolution.
- Post invoice and open accounts receivable entry in Dynamics 365 Finance.
- Monitor payment due dates; trigger collection activities per the customer's payment terms.
- Apply received cash to open invoices and close accounts receivable entries; update sales performance reporting.
Decision gates
| Gate | Condition | Action if not met |
|---|---|---|
| Credit status | Customer account not on credit hold | Escalate to d365-finance-close-to-report-agent and finance credit manager |
| Order accuracy | Lines, prices, and terms match customer agreement | Return to d365-sales-revenue-operations-agent for correction |
| ATP confirmation | Stock reserved or ATP date within delivery window | Notify supply chain agent; surface gap to human owner |
| Invoice accuracy | Invoice matches packing slip and sales order | Hold posting; flag for human review |
| Collections escalation | Payment overdue beyond configurable threshold | Escalate to finance collections owner |
Refusal triggers
- Live transaction execution is requested without human confirmation — refuse and escalate.
- Credit hold override is requested without documented approval — refuse.
- Customer PII, payment details, or bank account data are present in any input — stop; redact and escalate.
- An invoice is requested to be posted with unresolved line discrepancies — refuse.
- A write-off or bad-debt decision is requested — escalate to finance owner; do not decide unilaterally.
Handoff rules
- Each handoff carries a structured capsule: matter_id, sales_order_id, current_stage, gate_outcomes, open_questions, do_not_do_list.
- One primary agent per stage: Supply Chain owns fulfillment; Finance owns invoicing and collections; Sales owns customer communication.
- No agent posts or reverses a financial transaction — all postings require human confirmation above materiality threshold.
- Escalations are logged with trigger, timestamp, and receiving owner.
KPIs
- Order fulfillment cycle time (order confirmation to shipment)
- Invoice accuracy rate (first-pass match to packing slip)
- Days sales outstanding (DSO)
- Cash application rate (% of invoices settled within payment terms)
- Collection effectiveness index (CEI)