Alerts

Alerts are system-generated warning messages indicating that a customer's order needs to be addressed in order to advance the record through the workflow. Alerted objects are identified with a red alert icon ().

Examples of alerts might include:

Suspended order or a suspended customer.
Payment authorization failure, possible fraud, declined or expired credit card
Invalid shipping address

See Order Queues.

You can find alerted records on these pages:

Order details, Return details, and Return Order details pages: The alert message appears at the top of the record in the System Events section of an order record.
Note: After the alert has been addressed, clicking the Clear Alerts button removes the message from the top of the customer order record but not the system events. The record can also manually be resumed by removing the suspension by clicking the Resume button.

You can enable or disable a user's ability to clear order alerts in Order Management Administration: click Settings > Providers > Customer Service > Company level.
Existing Search, Existing Return Search, and Existing Return Order Search pages: select Alerted in the Quick Search box.

Typically, records are alerted and suspended at the same time to allow further review and resolution of the alert. Suspended records are highlighted in yellow when searching.

In certain situations, an order must be temporarily halted through the Order Management workflow. The record can be suspended to halt the order. Similarly you can resume an order's progress through the workflow by unsuspending the record. Order records are most commonly suspended in the Administration module, however, there are instances when an order record can be suspended or resumed in Customer Service Center.

Scenarios: Alerts

The following are typical scenarios when alerts are generated on orders in Customer Service Center.

Scenario – review orders with a system alert
A customer's order was created and submitted for processing. When the order was ready to be fulfilled, Order Management attempted to capture the payment; however the credit card was declined due to an expired credit card date. This generated an alert on the order. The Customer Service Representative needed to contact the customer to request a new payment method.
Action
The Customer Service Representative performs these steps to address the payment method expiration date and clear the alert: In Order Management Customer Service Center, search and locate the order. The Order details page opens with the system alert along the top of the page. Contact the customer to obtain a new payment method. Add a new payment method or edit the existing payment method with the new expiration date, if applicable. See Managing Existing Orders. Click Clear Alerts to remove the alert. The order now progresses to capture the payment due and to fulfill the order. Note: Cleared Alert(s) are listed in the System Events tab of the Details section.

Scenario – review orders with a system alert

A customer's order was created and submitted for processing. When the order was ready to be fulfilled, Order Management attempted to capture the payment; however the credit card was declined due to an expired credit card date. This generated an alert on the order. The Customer Service Representative needed to contact the customer to request a new payment method.

Action

The Customer Service Representative performs these steps to address the payment method expiration date and clear the alert:

In Order Management Customer Service Center, search and locate the order. The Order details page opens with the system alert along the top of the page.
Contact the customer to obtain a new payment method.
Add a new payment method or edit the existing payment method with the new expiration date, if applicable. See Managing Existing Orders.
Click Clear Alerts to remove the alert.

The order now progresses to capture the payment due and to fulfill the order.

Note: Cleared Alert(s) are listed in the System Events tab of the Details section.

Scenario – review orders with an alert and in a suspended state
A customer placed an order for a pair of shoes. The Customer Service Representative confirmed that there was one pair of shoes available in inventory. The next day, an Alert was generated and the order was suspended because the shoes were not available in inventory. The Customer Service Representative contacted the fulfillment site about the inventory status. The Fulfillment site associate confirmed that yesterday it appeared that one of the shoes was damaged and they could not be sold. There was no on-hand inventory today but inventory should be available tomorrow.
Action
The Customer Service Representative performs these steps on the following day to remove the alert and the suspended state of the order: Contact the Fulfillment site associate to confirm that inventory is available. In Order Management Customer Service Center, search and locate the order. From the Order details page, click Add Activity to add a note describing the resolution of the alert. Click Resume to remove the order from suspension. Click Clear Alerts to remove the alert. The order now progresses to fulfill the order. Note: Cleared alert(s) are listed in the System Events tab of the Details section.

Scenario – review orders with an alert and in a suspended state

A customer placed an order for a pair of shoes. The Customer Service Representative confirmed that there was one pair of shoes available in inventory. The next day, an Alert was generated and the order was suspended because the shoes were not available in inventory. The Customer Service Representative contacted the fulfillment site about the inventory status. The Fulfillment site associate confirmed that yesterday it appeared that one of the shoes was damaged and they could not be sold. There was no on-hand inventory today but inventory should be available tomorrow.

Action

The Customer Service Representative performs these steps on the following day to remove the alert and the suspended state of the order:

Contact the Fulfillment site associate to confirm that inventory is available.
In Order Management Customer Service Center, search and locate the order.
From the Order details page, click Add Activity to add a note describing the resolution of the alert.
Click Resume to remove the order from suspension.
Click Clear Alerts to remove the alert.

The order now progresses to fulfill the order.

Note: Cleared alert(s) are listed in the System Events tab of the Details section.