Managing Orders with Customer Service Center

When an order is created, it can follow the normal workflow to customer receipt, or a Customer Service Representative (CSR) can modify it. A customer might want to cancel or change an order. You can do this in Customer Service Center, but you must first ensure that the associated shipping orders has not been fulfilled.

Note: When working with existing orders, pricing calculations can be complex. For some examples of pricing calculations related to common order actions, see Understanding Order Actions.
In Customer Service Center, you can manage an order using any of these functions from the Actions menu:
  1. In Order Management Customer Service Center: search for and and modify an order.
  2. Review pending orders in the grid display. You can see when an order was last updated, the customer's name, the number of line items, locked (True or False), and the agent's name. Click Void in an order row to void the order.
  3. Search for Customers.
  4. Search for return orders.
  5. Search for returns.
  6. Search for quotes.
  7. If you are on the phone with a customer and have Call Management open, you can:
    1. Click Park Call.
      The current order is saved as a pending order. Pending orders can only be accessed on the Customer Service Center Home page.
    2. Click Transfer to.
      The order is transferred to a different user. Select the user ID from the list to transfer the call. The current order is saved as a pending order and assigned to the selected user. Pending orders can only be accessed on the Customer Service Center Home page.
    3. Click Void Call:
      The order in progress is voided.
  8. Click Suspend Order and then click Resume when you are ready to resume order processing.
    Suspending an order halts the progress of the order when there is questionable order activity by a customer or a fraud alert that might require additional investigation. While suspended, the order shows a Resume button.
  9. You can send an email.

    When sending an email, you can always select a different format for that email.

    1. In the Activity History section on the Order Details page, click Show History and then click Send Mail to set the default format for emails sent from Order Management to text or HTML.
      You can also click Send Mail in the Activity History section.
    2. On the Send Email page, enter the address and subject information.
      If the email address is included in the customer record, it appears above the To: field. Select the checkbox rather than entering the email address in the To: field.
    3. Click the appropriate radio button to show the email body text as HTML or plain text.
    4. From the Regarding list, select order, invoice, or payment numbers associated with the customer.
    5. Click Design to edit the email body in WYSIWYG style. This is the default state. Alternatively, click HTML.
    6. Click Preview to show the body as it will appear to the recipient.
    7. Select a template from the Copy Template list on which to base the email.

      You can base the email on an email template by selecting a template from the Copy Template list.

      Email templates can be localized according to the locale of the customer order. See Localization.

    8. Click Send to send the email to the email address that is in the To: field.
  10. You can add activity notes.
    1. In the Activity History section on the Order Details page, click Show History and then click the Add Activity button.
      You can also click Add Activity in the Activity History section.
    2. On the Add Activity page, you can add notes about a customer or a customer's order activity.
      Activity notes appear at the bottom of the customer's record.
    3. Assign an Activity Code or Result Code using the user-defined choices in the lists to further document the result of the communication with the customer.
      For example, Satisfied, Not Satisfied, No Answer, or Left Message. Define this list in the Activities Manager in Order Management Administration: Activities Manager > Settings > Preferences > General tab.
    4. You can enter a subject, a brief description of the subject of the note.
    5. Click Submit to save the information.
  11. You can flag and clear alerts.
    1. Click the flag icon to flag an order for further review.
    2. Click Clear Alerts after you have addressed the reasons for the alerts.
      Alerts are visible when any uncleared system alert messages or warnings exist on the order record. Alerts must be addressed to advance the workflow. When you have resolved the issues indicated by system alerts, you can clear them.
  12. You can view activity history in the Activity History section. Click Show History for list of activity history.
    This shows the activity event list and enables the ability to send emails, view email details, or add activity notes.
    Note: When you hover over the blue Information icon () for an email in the Activity History section, the Shipment email details window opens. Also, email bodies can be deleted from Order Management after a pre-defined number of days as configured in Settings > Preferences > Retention tab. See Retention Preferences. For emails, it's the body (content) of the email that is deleted, not the email information, such as the create date, flags, or subject.
  13. Click the Resend Confirmation button to resend a confirmation email to the customer regarding the order.

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