Configuring Customer Service Center Provider Settings

Customer Service Center is configured in the Customer Service providers in the Administration module.

The Customer Service provider has many settings, some of which are unavailable by default. Customer Service settings are organized into groups with individual settings. Groups are for informational purposes only. The setting group names appear in bold, but can't be selected. Group names also appear beside the settings on the Customer Service provider form.

  1. In Order Management Administration: click Settings > Providers.
  2. In Provider Manager, click Customer Service under the list of providers.
  3. Based on the level, select a catalog from the Catalog list, a site from the Site lists, or click the Company Level link under Customer Service provider profiles.
    The Customer Service provider form opens with a list of settings, not all of which are visible by default.
  4. Under Object Configuration, the list for the selected profile shows the available settings for Customer Service. To add a setting to the visible form, select it from the list and click Add Individual Setting.
  5. In the Data column, select from the list, select check boxes, or enter text into free-form fields for each setting label.
  6. Click Update to save the added settings, Cancel to exit the form and return to the Provider Manager page, or Clear Configuration to clear all settings for that profile.

Settings

The following table describes the settings. Hover over the help (???) icon beside certain fields to view a description.

Group Provider setting label Data description Setting values
  Additional Settings Adds additional settings. Text field
AVS Custom URL Provides a custom URL for accessing Customer Service Center. Text field
AVS Enforce Enables Address Verification Service (AVS) checks on addresses entered in the Customer Service Center. Drop-down with the following options:
  • True: Enables AVS checks.
  • False (Default): Disables AVS checks.
AVS Phone Enforce Deny Controls whether AVS Deny actions are enforced for checks run while entering a phone order. Drop-down with the following options:
  • True (Default): Enforces AVS Deny actions.
  • False: Does not enforce AVS Deny actions.
AVS Rules XML Specifies how Order Management handles AVS response codes. Each code can be set to accept, challenge, or deny. There is no default value. Text field
AVS Web Enforce Deny Controls whether AVS Deny actions are enforced for checks run for web orders. Drop-down with the following options:
  • True (Default): Enforces AVS Deny actions for web site orders.
  • False: Does not enforce AVS Deny actions for web site orders.
Call Script Call Script XML Allows customizing call scripts that appear on the pages during customer service representative activities. Paste the desired XML into the text box. Text field
Catalog Catalog Request Enables the ability to request that a catalog be sent to a customer. Drop-down with the following options:
  • Disabled: Not available to any users.
  • Everyone (Default): Available to all users.
  • Managers Only: Only available to users with Customer Service Manager Permission Set. This permission is usually included in the Customer Service Manager role.
Catalog Catalog Exclude Catalog Filter from Item Search Controls whether a catalog will be associated with an item search for exchanges, even swaps, and/or adding items. Drop-down with the following options:
  • True: Removes a catalog filter for an item search for exchanges, even swaps, or adding items. No catalog will be used for the item search.
  • False (Default): Does not remove the catalog filer for an item search for exchanges, even swaps, and/or adding items.
Category Category Search Expand Depth Specifies the number of category hierarchy levels that are expanded in the initial view when items are browsed via category in Customer Service Center. The default value is 2. Text field
Customer New Customer Welcome Email Template Specifies the name of the template when sending automated welcome emails to newly registered customers. If this field is empty, then no welcome emails are sent. Text field
Customer Require Unique Email Controls whether customer records are required to have unique email addresses. Drop-down with the following options:
  • True (Default): A new customer registration is not allowed if the email address matches that of an existing customer.
  • False: A new customer can have the same email address as an existing customer.
Customer Require Tax ID Controls whether a customer must have a tax ID specified in order to be marked as tax exempt. Drop-down with the following options:
  • True: A new customer registration isn't allowed if the Tax Exempt box is checked but no entry is made in the Tax ID field.
  • False (Default): A tax ID isn't required.
Customer Search Field Default Controls which search field is selected by default when searching for a customer. Drop-down with the following options:
  • Customer Cd (Default)
  • Last Name
  • Email
  • Phone
Email Order Edit Adjustment Auto Send Email Controls whether an email is automatically sent to the customer when an order adjustment is processed. Drop-down with the following options:
  • True: An email is sent.
  • False (Default): No email is sent.
Order Entry Suppress Email Controls whether a confirmation email is automatically sent to the customer when an order is entered. Drop-down with the following options:
  • True: No confirmation email is sent.
  • False (Default): A confirmation email is sent.
Gift Card Gift Card Credit Email Override Specifies if a confirmation email regarding a gift card credit can be overridden. Text field
Gift Card Enabled Controls whether gift cards can be sold. Drop-down with the following options:
  • True: Enables selling gift cards.
  • False (Default): Disables selling gift cards.
Gift Card Item Code Specifies the item code to use for a variable-amount gift card. There is no default value. Text field
Gift Card Provider Specifies the system that provides gift card functionality. Drop-down with the following options:
  • BusinessFlow Internal (Default)
  • Payment Gateway
Gift Wrap Cost Sets the amount to be charged for gift-wrapping an item. If defined, it's charged per unit. There is no default value. Text field
Items Items Indicate Back ordered Controls whether line items in an order should show back ordered status. Drop-down with the following options:
  • True: The status appears for back ordered items.
  • False (Default): The status isn't shown for back ordered items.

Order Edit

Order Edit Refund Credits and Excess Funds Specifies how credits and excess funds are handled in Customer Service Center. Drop-down with the following options:
  • Auto: Excess funds are refunded automatically when the Customer Service Agent applies any credits or refunds. (Default setting for new clients)
  • Optional: A Customer Service Center user can choose whether to refund excess funds. (Default setting for legacy clients)
  • None: Excess funds are not refunded through Customer Service Center.
Order Edit Unapproved Allow Component Retention Allows order line components (Shipping, Handling) to be visible on Cancel/Return action prior to order approval. Component amounts redistribute to non-canceled lines. Drop-down with the following options:
  • True: The components are visible.
  • False (Default): The components are not visible.
Order Edit Update Time Stamp Controls whether the last updated time and user for an order are updated every time the order is viewed in Customer Service Center. Drop-down with the following options:
  • True: The time and user are updated.
  • False (Default): The time and user are not updated.
Order Edit Consider Force Closed as Paid Controls whether force-closed orders are considered to have been paid to permit accepting a return on a force-closed order.
Note: Orders are not force-closed in Order Management; this setting is provided for compatibility with orders imported from other systems.
Drop-down list with the following options:
  • True: Force-closed orders are considered to have been paid.
  • False (Default): Force-closed orders are not considered to have been paid.
Order Edit Credit Reason Codes Controls whether reason codes are collected when credits are issued for order line items. Drop-down with the following options:
  • Enabled (Default): Reason codes are collected.
  • Disabled: Reason codes are not collected.
Order Edit Activity Default Maps credit, return, and miscellaneous credit actions to activity codes. Text field
Order Edit Activity Result Default Specifies the default result code for order edit actions. There is no default value. Text field
Order Edit Credits Order Edit Credit Mode Controls whether refund transactions can be attempted or if only credit transactions can be performed. Drop-down with the following options:
  • Attempt Refund, then Credit (Default): Order Management attempts a refund transaction when crediting a customer; then performs a credit transaction if the refund is unsuccessful.
  • Attempt Credit Only: Order Management does not attempt refund transactions when crediting customers. Only credit transactions can be performed.
Order Edit Credit Allow Non Credit Card Pmt Controls whether returns are allowed for orders where the payment method is other than a credit card. This produces a credit memo with no payment record for the credit. Drop-down with the following options:
  • True (Default): Returns are allowed when the payment method isn't a credit card.
  • False: Returns are not allowed when the payment method isn't a credit card.
Order Edit Credit Max Overage Credit Specifies the maximum amount that is allowed to be credited back for overages. If set to -1, then there is no maximum amount. The default value is 0. Text field
Order Edit Credit Fail on Failed Restock Fee Controls whether a failed restocking fee payment prevents issuing a credit for a return. Drop-down with the following options:
  • True: A credit isn't issued when a restocking fee payment fails.
  • False (Default): A failed restocking fee payment doesn't prevent a credit.
Order Edit Overage Credit Code Defines the credit code to use for overage credits on Invoice items. The default value is OVERAGE. Text field
Order Edit Credit Hard Max Specifies the maximum amount that can be credited back in a transaction. If set to -1 (Default), then there is no maximum amount.
Note: By default, a credit can't exceed the original captured payment amount, regardless of this setting.
Text field
Order Edit Invoice Tag (Object Tag Code) Specifies an object tag to be applied to invoices and credit memos that are created during the credit/ return process. Because tags are user-defined, there is no default value. Text field
Order Edit Use RMA as Ref ID Controls whether the Return Merchandise Authorization (RMA) number of a return is used as a reference ID for the refund or credit issued for that return.
Note: If multiple RMA numbers are attached to a single refund or credit, then they are concatenated, that is, separated by pipe (‘|’) characters to form the reference ID.
Drop-down with the following options:
  • True (Default): The RMA number is used.
  • False: The RMA number isn't used.
Order Edit Lines Order Edit Line Components Specifies which order fields are editable. All boxes except Tax are checked by default.
Note: For exchange orders using net taxation, tax fields appear when the Tax check box is selected. If the Tax checkbox isn't selected, tax fields are not shown for exchange items. Note that for gross orders, tax fields are not shown for the exchange item.
Checkboxes with the following options:
  • Quantity
  • Product
  • Discount
  • Shipping
  • Handling
  • Insurance
  • Tax
Order Edit Line Appeasement Optional Components Specifies which order fields are optional when calculating an appeasement. All checkboxes are selected by default. Checkboxes with the following options:
  • Product
  • Shipping
  • Handling
  • Insurance
Order Edit Line Return Include Defaults Specifies which order fields are included in returns. All checkboxes are selected by default. Checkboxes with the following options:
  • Shipping
  • Handling
  • Insurance
Order Edit Misc. Credits Order Edit Misc. Credit Legacy Adjustment Configures the handling of orders with legacy Misc. Credits. Enter the configuration in DB Connect String format in the text field. There is no default value. Text field
Order Edit Misc. Credit Components Specifies which Misc. Credit price component fields are available. All checkboxes are selected by default. Checkboxes with the following options:
  • Product
  • Shipping
  • Handling
  • Insurance
  • Tax
  • Fee
Order Edit Misc. Credit Max Specifies the maximum amount allowed for a Misc. Credit. If set to -1 (Default), then there is no maximum amount. Text field
Order Edit Package Messages Order Edit Package Message Address Specifies which fields are available for package messages. All checkboxes are selected by default. Checkboxes with the following options:
  • From
  • To
Order Edit Package Message Lines Specifies the number of text lines available for package messages. The default value is 3. Drop-down with the following options:
  • 0
  • 1
  • 2
  • 3
Order Edit Package Message Address Characters Specifies the maximum number of characters allowed in a package message address. The default value is 19. Text field
Order Edit Package Message Line Characters Specifies the maximum number of characters allowed in a package message line. The default value is 28. Text field
Order Edit Reship Order Edit Reship Item Fee Specifies a fee that is charged for each item that is re-shipped.
  • For a dollar amount, enter only a number or a number with a dollar symbol (‘$’)
  • For a percentage, enter a number with a percent symbol (‘%’).

By default there is no value (no fee is charged).

Text field
Order Edit Reship Shipping Method Specifies the shipping method used to re-ship Items. Enter either of these:
  • Numeric shipping method ID
  • Shipping method name

The default value is Ground.

Text field
Order Edit Restock Item Specifies whether an item's On Hand (OH) inventory value is affected when a credit is issued for a return of that item. Drop-down with the following options:
  • Never: The On Hand inventory level isn't impacted by return credits.
  • Always Restock Item When Crediting: The On Hand inventory level is incremented when a credit is issued for the return of an Item.
  • Optional (Default): The Customer Service user is given the option of adjusting the On Hand inventory level when issuing a credit for the return of an Item.
Order Edit Restock Order Edit Restocking Fee Enables and configures restocking fees for item returns. Drop-down with the following options:
  • None (Default): No restocking fee is charged.
  • Deduct from Credit: The restocking fee is deducted from the credit issued for the return.
  • Charge Separately from Credit: The restocking fee is charged to the customer as a separate charge and does not affect the credit issued for the return.
Order Edit Restocking Fee (Def. Amt) Specifies the default restocking fee charged for a returned Item (when restocking fees are enabled). It must be a positive whole number. The default value is 10. Text field
Order Edit Restocking Fee Default State Specifies whether a restocking fee is charged by default (when restocking fees are enabled). Drop-down with the following options:
  • True: Charges restocking fees by default.
  • False (Default): Does not charge restocking fees by default.
Order Edit Restocking Fee Label Defines a label that refers to a restocking fee. The default is Restocking Fee. Text field
Order Edit Restocking Fee Code The inventory item code to use as the restocking fee of the canceled or returned items. Default value: RESTOCK. Text field
Order Edit Return Order Edit Return Auto Send Email Specifies whether an email is sent to the customer when processing a return. Drop-down with the following options:
  • True: Causes an email to be sent.
  • False (Default): Does not send an email.
Order Edit Return RMA Enable Specifies whether a field for specifying an RMA number be included when processing a return. Drop-down with the following options:
  • Enabled (Default): Enables that an RMA number be included when processing a return.
  • False: The RMA number isn't available.
Order Entry Order Entry Address Mode Specifies whether multiple ship-to addresses can be added to a single order. Drop-down with the following options:
  • Multiple Ship-To Addresses (Default): A single order can have multiple ship-to addresses for different line items.
  • Single Ship-To Address: A single order can only have one ship-to address.
Order Entry Show Order Item Dates Specifies which item dates can be edited when entering an order. By default, none of the fields are editable. Checkboxes with the following options:
  • RequestDate
  • PromiseDate
  • PromiseFulfillDate
  • FulfillDate
Order Entry External Site URL Specifies the URL an external website to be included in an iFrame on the Order Entry page. There is no default value. Text field
Order Entry Include TBD Shipping Methods Specifies whether shipping methods that have no shipping charge estimate be made available. Drop-down with the following options:
  • True (Default): Makes available shipping methods that have no shipping charge estimate.
  • False: Prevents ability to select shipping methods that have no shipping charge estimate.
Order Entry New Order Require Configuration Specifies whether there are data elements that must be set prior to entering an order. Drop-down with the following options:
  • Enabled: Enables a separate page to appear for configuration before opening the Order Entry page.
  • Disabled (Default): Does not enable a separate page to appear for configuration before opening the Order Entry page.

Order Entry Order ID Generation

Specifies when an Order ID is generated for a new order. Drop-down with the following options:
  • On Cart Submitted (Default)
  • On Cart Submitting
Order Entry Catalog Enables and configures the requirement that orders be assigned to a specific catalog. Drop-down with the following options:
  • Optional (Default): It isn't required to assign a new order to a catalog.
  • Require on Order Initialization: A new order must be assigned to a catalog when it's initialized.
  • Require on Item Add: A new order must be assigned to a catalog when a line Item is added.
  • Require on Order Submit: A new order must be assigned to a catalog when it's submitted.
Order Entry Show Order Dates Specifies which order dates can be edited when entering an order. All checkboxes are selected by default. Checkboxes with the following options:
  • RequestDate
  • PromiseDate
  • PromiseFulfillDate
  • FulfillDate
  • CancelDate
Order Entry Order ID Prefix Override Enables the override of the default order ID prefix, padding length, and postfix. Separate all three them with semicolons (‘;’) to override.

Use this field when setting Order Entry Order ID Generation to On Cart Submitting. The syntax is as follows:

Prefix=Override_Prefix;
Padding=Override_Padding_Number;
Postfix=Override_Postfix
Text field
Order Entry Price Level List Specifies a list of price levels that appear on the Info tab. List the desired price levels, delimited by commas. Entering an asterisk (*) causes all price levels to be included. By default, no price levels are included. Text field
Order Entry Promotion Callout URL Specifies the URL an external website used to process promotions. There is no default value. Text field
Order Entry Show Backordered Alerts Controls whether line items in a cart show back ordered status. Drop-down with the following options:
  • True: Shows the status for back ordered items.
  • False (Default): Does not show the status of back ordered items.
Order Entry Show Order Dates Specifies which order dates can be edited when entering an order. All checkboxes are selected by default. Checkboxes with the following options:
  • RequestDate
  • PromiseDate
  • PromiseFulfillDate
  • FulfillDate
  • CancelDate
Order Entry Payment Transaction Override Specifies the type of transaction to initially run. This can be the default Auth, or can be overridden per payment method to run a Sale transaction. For example, a possible entry could be:
CustomCharge1=Sale
Text field with the following payment transaction override options:
  • None
  • AuthOnly (authorization only)
  • Sale (authorization and payment capture)
Order Entry Show Source Controls whether the source code appears. Drop-down with the following options:
  • True: Shows the source code.
  • False (Default): Does not show the source code.
Order Entry Website Item Page Enables specifying the link so that the customer service representative can access the item details from the web site. Text field
Order Search Order Search Field Default Specifies which field is selected by default in the Field drop-down list of the order search form. Drop-down with the following options:
  • Auction #
  • Order # (Default)
  • Serial #
  • Shipping Order #
  • Tracking #
  • Customer #
  • Email #
  • Item #
  • Name
  • Postal Code
  • Promise Date
  • Reference #
  • Request Date
  • Phone
  • City
  • Order Total
Quotes Quotes Module Enables the quote feature for different sets of users. Drop-down with the following options:
  • Disabled: Users can't create quotes for customers.
  • Everyone (Default): All users can create quotes for customers.
  • Managers Only: Only users that have the Customer Service Manager Legacy Permission Set can create quotes for customers. This permission is usually included in the Customer Service Manager role.
Return Order Return Order Module Enables the return order feature for different sets of users. When enabled, this generates Return Order records in Order Management when returns are issued in the Order Manager. Drop-down with the following options:
  • Disabled: Issuing returns in the Order Manager do not generate Return Order records.
  • All Users (Default): Issuing returns in the Order Manager generate Return Order records.
  • Managers Only: Issuing returns in the Order Manager generate Return Order records only for users with the Customer Service Manager Legacy Permission Set. This permission is usually included in the Customer Service Manager role.
SiteMap SiteMap Override enables alternate options to the site map navigation. Text field
SiteMap Additional Links Enables adding extra links to the site map navigation, one per line. The syntax is as follows:
Link1_Label=Link1_URL
Link2_Label=Link2_URL
Text field
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