Displaying More Options in OIOM
Purpose: Select Options or More Options when you are Entering Orders, using standard Order Inquiry, or using order maintenance, to display a screen that provides additional related options that are unavailable on the regular screens.
In this topic:
• Alternate Currency View Screen
• Work with Ticklers Screen (order view)
• Edit Customer Actions Window
• Work with Email by Order Number Screen
• Work with Customer Profile Screen
• Work with Email by Customer Sold To Number Screen
• Work with Email by Customer Ship To Number Screen
• Work with Email by Customer Bill To Number Screen
• Display Pick Tickets for Order Screen
• Work with Email by Customer Individual Screen
• Working with Telemarketing Specials
• If Displaying by Item Category
• Select Item Category Pop-up Window
• Display Telemarketing Items Window
• Telemarketing Specials Window
• Select Affinity Items Window
• Work with Subscriptions Screen
• Customer Order Item History Screen
• Brokered Backorder Summary Screen
Note: The Telemarketing Specials, Void/Reprint Picks and Work with A/R Open Items options are not available in standard order inquiry and the Subscriptions option is not available in order entry/maintenance; however, these options are consolidated on one screen for documentation purposes.
Field |
Description |
Order # |
The number of the order and the order ship-to (shipping address) you are currently working with. Order number: numeric, 8 positions; display-only. Ship-to number: numeric, 3 positions; display-only. |
Sold to |
A unique number to identify the customer who placed the order, and the customer's name or company name. Customer number: numeric, 9 positions; display-only. Name: alphanumeric, 41 positions; display-only. |
Bill to |
The bill-to customer associated with the customer who placed the order. This number will be zero if the customer did not use an accounts receivable pay type, or a pay type with an accounts receivable alternate refund type, on the order. Numeric, 7 positions; display-only. |
A/R credit balance |
The total amount of A/R credit and on-account open items due on the bill-to customer account. This credit total is not reduced by the total amount of invoice open items, and includes all A/R credit open items, but does not include items flagged for refund checks and credit card credits or disputed items. Note: This field appears only in order entry/maintenance, and if the Allow A/R Credits as Payments (E81) system control value is selected. See the Work with A/R Open Items Screen in Work with A/R Open Items (WARI). Numeric, 9 positions with a 2-place decimal; display-only. |
Available options:
• Alternate currency view: select this option to review order totals in the alternate currency (the currency defined for the offer associated with the source code on the order header). This option is available only if the Use Alternate Currency Pricing (H89) system control value is selected and the order is associated with an alternate currency. See Alternate Currency View Screen.
• Customer action notes: select this option to enter, update, delete or resolve an action issue for a customer. A pop-up action window opens each time you select the customer until the issue is resolved. See About Customer Action Notes.
• Customer affinity: select this option to display the Select Affinity Items Window listing upsell items for the customer placing the order. From this window you can select one or more items to add to the order. See Working with Customer Affinity Preferences (WCST).
• Customer notes: select this option to record or view information about the current customer. See Edit Customer Notes Screen.
• Customer ownership: select this option to work with products a customer owns. If customer ownership records have been defined for the customer, you advance to the Work with Customer Ownership Screen; otherwise, you advance to the Create Customer Ownership Screen.
• Customer profile: select this option to create a demographic profile for the current customer, which may describe the customer's gender, age, income, geographic location, or other types of demographic data. See the Work with Customer Profile Screen.
• Customer email addresses: select this option to advance to the Work with Customer Email Address Screen, where you can review and work with email addresses for a sold-to customer.
• Customer memberships: select this option to review or work with membership programs you use to generate periodic orders for the customer. This screen opens each customer membership for the sold-to customer on the current order. This information appears only for the customer who purchased the membership, not the recipient (if any). If the membership was created through order entry rather than the Work with Customer Membership menu option, the order number appears on this screen. You cannot create a customer membership through this screen. See Working with Customer Memberships (WWCM).
• Customer warranty information: select this option to review, create, change, and delete customer warranty information for a product on the order. See the Work with Customer Warranty Information Screen.
• Customer order item history: select this option to advance to the Customer Order Item History Screen to display items that the customer has ordered on previous orders.
• Display invoices: select this option to advance to the Display Invoices Screen where you can review invoices associated with the order.
• Display picks: select this option to find out the status of picks generated for an order, such as when they were prepared, printed and confirmed. See the Display Pick Tickets for Order Screen.
• Email for customer bill to: select this option to advance to the Work with Email by Customer Bill To Number Screen, where you can review or work with emails sent to or received from the sold-to or bill-to customer on the order.
• Email for customer ship to: select this option to advance to the Work with Email by Customer Ship To Number Screen, where you can review or work with emails sent to or received from the sold-to or individual customer on the order.
• Email for customer sold to: select this option to advance to the Work with Email by Customer Sold To Number Screen, where you can review or work with emails sent to or received from the sold-to, ship-to, bill-to, or individual customer on the order.
• Email for order: select this option to advance to the Work with Email by Order Number Screen, where you can review or work with emails sent to or received from the customer related to the current order.
• Email for customer individual: select this option to advance to the Work with Email by Customer Individual Screen.
• Loyalty Account: Select this option to review loyalty account information from Relate for a customer. When you select this option, the system retrieves the customer’s information from Relate.
• If Relate finds a loyalty card assigned to the customer, the system advances you to the Display Loyalty Account Screen. If more than one loyalty card is assigned to the customer in Relate, the system displays loyalty account information for the first card assigned to the customer.
• If Relate does not find a loyalty card for the customer, the system advances you to the Customer Loyalty Registration Window, where you can select to enroll the customer in the Relate Loyalty program.
• If a Relate ID is not defined for the customer in the Customer Sold To table, the system displays an error message similar to the following: This customer does not have a Relate ID.
• If a connection could not be made to Relate, the system displays an error message similar to the following: Unable to connect to Relate.
Note: This option is available only if the Use Relate Loyalty (M06) system control value is selected. See Relate Loyalty Integration for an overview.
• Order totals: select this option to view accumulated totals across all shipping addresses (recipients) on an order. See Display Order Totals Window.
• Print/Email Quotes: Select this option to advance to the Print/Email Quote Window, where you can select to print the Quote form or generate the Quote Confirmation email. See Entering Pre-Order Quotes. Note: This option is available only for orders whose order type has the Quote option selected. In addition, this option does not display if the Quote Printing Program (K73) and Quote Confirmation Email Program (K74) system control values do not contain a value or if all of the items on the quote are soldout and the Exclude S/O on order confirmation field for the order type on the quote is selected.
• Purchase History: Select this option to review completed sales and return transactions from Relate for a customer. When you select this option, the system retrieves the customer’s information from Relate and advances you to the Display . If a connection could not be made to Relate, the system displays an error message similar to the following: Unable to connect to Relate. Note: This option is available only if the Relate Customer Integration (L37) system control value is set to INTERACT. See Relate Purchase History Integration.
• Rewards Points: Select this option to review the membership information for a customer that is enrolled in the Rewards Customer Membership Program. When you select this option, the system sends the sold to customer’s information to the Rewards system. Note: This option is available only if the Use Rewards Integration (K86) system control value is selected and the customer’s class is not excluded from participating in the Rewards program.
• If the Rewards system finds a single membership match to the sold to customer, the system advances you to the Customer Rewards Screen, where you can review the customer’s Rewards membership information.
• If the Rewards system finds more than one membership match to the sold to customer, the system advances you to the Rewards Customer Selection Screen, where you can select a Rewards membership for the sold to customer.
• If the Rewards system does not find a membership match to the sold to customer, the system advances you to the Customer Not Enrolled in Rewards Window, where you can select to enroll the sold to customer in the Rewards membership program.
• If a connection could not be made to the Rewards system, the system displays an error message: Unable to connect to Rewards system.
See Rewards Customer Membership Program for an overview.
• Send contact us email: Select this option to generate an email requesting that the customer contact you about the order. See the Summary of Customer Correspondence for more information on when this option is available, and see the “Contact Us” Notification Sample and Contents for more information on the generated email.
• Subscriptions (standard order inquiry only): select this option to review, fulfill, or modify the subscription ordered by the customer. See the Work with Subscriptions Screen.
• Telemarketing specials (order entry/maintenance only): select this option to view items on telemarketing special for this offer, which may lead you to upsell the customer. See Working with Telemarketing Specials.
• Ticklers: select this option to work with ticklers associated with the order. See Work with Ticklers Screen. This option is available only if the Use Workflow Management (H96) system control value is selected.
• Void/reprint picks (order entry/maintenance only): select this option to void or reprint a pick slip for a previous order for the customer, if, for example, the customer wants to use a different shipping service. See the Reprint/Void Pick Slips by Order Screen in Reprinting and Voiding Pick Slips (WVRP or WSVP).
• Work with A/R open items (order entry/maintenance only): select this option to review or work with the disposition of A/R credit and invoice open items for the bill-to customer associated with the customer who placed the order. This option is available only if the Allow A/R Credits as Payments (E81) system control value is selected. Additionally, the Access Work with A/R Open Items for Order Entry/Order Maintenance (A67) secured feature controls access to this function. See the Work with A/R Open Items Screen in Work with A/R Open Items (WARI).
• Wish List: select this option to review the customer’s wish list from Relate. When you select this option, the system retrieves the sold to customer’s wish list information from Relate and advances you to the Display Wish List Screen where you can review the items on the customer’s wish list from Relate that exist in CWSerenade. The message No items in wish list displays if no wish list items are returned from Relate. Note: This option is available only if the Use Relate Wish List (M26) system control value is selected and the Relate Customer Integration (L37) system control value is set to INTERACT; see Relate Customer Wish List Integration.
Alternate Currency View Screen
Purpose: Use this screen to review the order totals in the alternate currency associated with the order. This screen is available only if you use alternate currency pricing (the Use Alternate Currency Pricing (H89) system control value is selected) and the order is associated with an alternate currency. See Using Alternate Currency Pricing for an overview and required setup.
If the order is not associated with an alternate currency (the order is in the local currency), the order totals on this screen do not display. You can review the order totals in the local currency on the Display Order Summary Screen or the Work with Order/Recap Screen.
An order is associated with an alternate currency if the offer associated with the source code on the order header has a currency code and conversion rate defined, other than the local currency. The local currency is defined in the Local Currency Code (A55) system control value.
The order totals on this screen relate to the current order only. This means that, although the customer may have placed several orders at the same time that will ship to different addresses, the order totals shown relate just to one order.
Currency calculations: The system multiplies the amount in the local currency by the conversion rate defined in the Order Header Extended table to determine the amount in the alternate currency. Likewise, the system divides the amount in the alternate currency by the conversion rate to determine the amount in the local currency.
Local currency to alternate currency: The system uses this calculation when converting the local currency to the alternate currency: local amount x conversion rate = alternate (foreign) amount.
Alternate currency to local currency: The system uses this calculation when converting the alternate currency to the local currency: alternate (foreign) amount / conversion rate = local amount.
How to display this screen: At the Display More Options Screen, select Alternate Currency View.
Field |
Description |
Order # |
The order number and ship to number whose order totals you are reviewing in the alternate currency. Numeric, 9 positions; display-only, assigned by the system. |
Currency code |
The code for the currency associated with the order. An order is associated with an alternate currency if the offer associated with the source code on the order header has a currency code and conversion rate defined, other than the local currency. The local currency is defined in the Local Currency Code (A55) system control value. The currency code and conversion rate for the order are stored in the Order Header Extended table. Alphanumeric, 3 positions; display-only. |
Merch (Merchandise) |
The total value of merchandise on this order in the alternate currency. This does not include freight, additional charges, tax (except for hidden tax), duty, handling, or sold out items. The value in the Merch field is the grand total of the item price on the line multiplied by the quantity ordered. Numeric, 9 positions with a 2-place decimal; display-only, updated by the system. |
Frt (Freight) |
The total charge for shipping the current order in the alternate currency. Shipping charges are based on the freight method defined for the source code used on the order. This amount also includes any service charges by ship via and order weight charges by ship via. See Working with Ship Via Codes (WVIA). This amount does not include any additional charges associated with shipping this item (see the Frt+ field for these totals). This field is blank if no freight is charged on the order (Calc freight = Unselected). Numeric, 7 positions with a 2-place decimal; display-only, updated by the system. |
Frt+ (Additional freight) |
The total additional freight charges on the current order in the alternate currency. Additional freight charges can be defined for a shipper in the Ship Via table. For example, a shipper can charge a premium for overnight or express deliveries. Numeric, 7 positions with a 2-place decimal; display-only, updated by the system. |
Chg (Additional charges) |
The total extra charges added to the current order in the alternate currency. This can be an additional service charge defined for the source code or offer used on the order, an additional shipping charge for an item on the order, a guaranteed service charge defined for the offer, or any type of miscellaneous charge or credit added to the order. Numeric, 7 positions with a 2-place decimal; display-only, updated by the system. |
Tax |
The total sales tax on the current order in the alternate currency, based on the merchandise dollar value of the order and, optionally, freight and special handling. Tax does not accumulate here for orders subject to VAT and tax-inclusive pricing. Numeric, 7 positions with a 2-place decimal; display-only, updated by the system. |
Hnd (Handling) |
The total special handling charge on the current order in the alternate currency. Numeric, 7 positions with a 2-place decimal; display-only, updated by the system. |
Total (Order total) |
The grand total of all charges on the current order in the alternate currency. This includes merchandise, freight, additional freight, additional charges, tax, and handling. Numeric, 11 positions with a 2-place decimal; display-only, updated by the system. |
Ln# |
The line number of the item on the order. Numeric, 3 positions; display-only. |
Qty |
The number of units ordered of the item. Numeric, 5 positions; display-only. |
Item |
A code for the item on the order. Alphanumeric, 12 positions; display-only. |
SKU |
The style of the item, such as its color or size. Alphanumeric, three 4-position fields. |
Description |
A description of the item on the order. Alphanumeric, 40 positions; display-only. |
Price |
The extended selling price of the item in the alternate currency, based on the quantity ordered. The system calculates the price by taking into account any price breaks, source or order discounts. The system calculates the price using the pricing hierarchy in the System Control table. Numeric, 7 positions with a 2 place decimal; display-only, calculated by the system. |
Work with Ticklers Screen (order view)
Purpose: Use this screen to review, work with, and resolve ticklers associated with the order, sold to customer on the order, and bill to customer on the order.
Secured feature: If you do not have authority to the Update All Ticklers (B09) secured feature, you cannot update a tickler that is not assigned to you or your tickler groups or an error message indicates: Not authorized to change.
This secured feature controls updating a tickler by:
• selecting Change for a tickler to change it.
• selecting Delete for a tickler to delete it.
• selecting In process for a tickler to assign the tickler to yourself.
• selecting Resolve for a tickler to resolve it.
If you do not have access to this feature, you can update only ticklers assigned to you or your tickler groups. However, you can still release an order associated with the tickler from hold.
See Workflow Management Overview and Setup for an overview and required setup for workflow management processing.
How to display this screen: At the Display More Options Screen, select Ticklers.
Field |
Description |
Order # |
The order associated with the ticklers on the screen. Numeric, 9 positions; display-only. |
Status |
The status of the order. Valid values: • Open • Archived (This option is not currently implemented) • Cancelled • Held • Purged • Quote • Suspended • Closed Alphanumeric, display-only. |
Sold to |
The number and description of the sold to customer associated with the ticklers on the screen. Sold to number: Numeric, 9 positions; display-only. Sold to description: Alphanumeric, 40 positions; display-only. |
Bill to |
The number and description of the bill to customer associated with the ticklers on the screen. Bill to number: Numeric, 9 positions; display-only. Bill to description: Alphanumeric, 40 positions; display-only. |
Status |
The status of the tickler. Valid values: • Open = the tickler is open and is available to work on in the assigned tickler work queue. • Inprocess = the tickler is currently being worked on by the assigned user. • Resolved = the tickler has been resolved. Optional. |
P (tickler priority) |
The priority of the tickler, indicating how important the issue associated with the tickler is to resolve (1 is the lowest priority and 9 is the highest priority). Numeric, 1 position; optional. |
Assigned (assign date) |
The date the tickler was assigned to the user or tickler user group. Numeric, 7 positions (CYYMMDD format); optional. |
Ev (tickler event code) |
The code for the tickler event that created the tickler. Valid values: • AR = A/R accounts • BO = Backorders • CO = Cancelled orders • HO = Held orders • MN = Manually created • NO = New orders • OO = Aged open orders • SO = Sold out orders • UP = Unconfirmed pick tickets • VP = Voided pick tickets • WF = Remote workflow See System Delivered Tickler Events. Alphanumeric, 2 positions; optional. |
Cat (tickler category) |
The tickler category assigned to the tickler. Tickler categories are defined in and validated against the Tickler Category table; see Working with Tickler Category (WTCT). Alphanumeric, 3 positions; optional. |
Tickler# |
The tickler number assigned to the tickler, from the Tickler Number number assignment record. Numeric, 9 positions; optional. |
User group |
The group ID of the tickler user group assigned to the tickler. Tickler user groups are defined in and validated against the Tickler User Group table; see Working with Tickler User Groups (WTUG). Tickler group ID: Alphanumeric, 10 positions; display-only. |
User |
The user ID of the user assigned to the tickler. Users are defined in and validated against the User table; see Working with User Records (WUSR). User ID: Alphanumeric, 10 positions; display-only. |
Item |
The item associated with the tickler. Alphanumeric, 12 positions; optional. |
OST# (order ship to number) |
The order ship to associated with the tickler. Numeric, 3 positions; optional. |
Screen Option |
Procedure |
Change a tickler |
Select Change for a tickler to advance to the Change Tickler Screen. |
Delete a tickler |
Select Delete for a tickler to delete it. You can only delete MN (manually created) ticklers. |
Display a tickler |
Select Display for a tickler to advance to the Display Tickler Screen. See the Change Tickler Screen for field descriptions. |
Release the order associated with the tickler from hold |
Select Release for a tickler to advance to the Release Reason Prompt Pop-Up Window (order header hold), Release Recipient Hold Reason Pop-Up Window (recipient hold), and/or Release Order Payment Method Window (pay type hold). If you release an order from hold for an HO (held order) tickler, the system automatically resolves the tickler. Also, the system evaluates any other ticklers associated with the order to determine if they can be resolved. |
|
If you select Release for a tickler not associated with a held order, an error message indicates: Order not on hold. If you select Release for a tickler not associated with an order, an error message indicates: Tickler not eligible for this option. Note: You must have authority to the Release Held Orders (ERHO) menu option to release the order from hold. |
Select a tickler to work on |
Select In process for a tickler to change the status of the tickler from open to in process. You can only select to work with a tickler that is in an open status; if you select In process for a tickler that is in an in process or resolved status, an error message indicates: Tickler status cannot be changed - resolved or already in process. Selecting this option automatically assigns the tickler to the user and creates a tickler history record. |
Enter or review tickler work notes |
Select Notes for a tickler to advance to the work notes screen, based on the note type defined for the tickler. Note type A advances you to the Edit Customer Actions Window. Note type B advances you to the Work with Bill To Notes Screen. Note type O advances you to the Work with Order Messages Screen. Note type S advances you to the Edit Customer Notes Screen. Note type T advances you to the Work with Tickler Notes Screen. |
Review the tickler source |
Select Detail for a tickler to advance to the source screen, based on the tickler event associated with the tickler. AR ticklers advance you to the Work with Open Items Screen. BO, CO, HO, NO, OO, SO, UP, VP, and WF ticklers advance you to the Order Inquiry Header Screen. You cannot view the source for MN ticklers: Requested tickler has no source reference. |
Review tickler history |
Select History for a tickler to advance to the Work with Tickler History Screen. |
Resolve a tickler |
Select Resolve for a tickler to advance to the Resolve Tickler Window. |
Review procedures for a tickler |
Select Procedure for a tickler to advance to the Work with Tickler Event Rule Procedure Screen. You cannot add or change tickler procedures when you advance from the Work with Tickler screen. You cannot review procedures for MN ticklers. |
Create a tickler for the MN (manually created) tickler event |
Select Create to advance to the Create Tickler Screen. Note: To create a MN tickler, you must have authority to the Create Manual Tickler (B13) secured feature. |
Review the number of ticklers in the work queue, based on the selection criteria you have defined |
Select Count to advance to the Current Tickler Count Window window. |
Toggle between displaying open and in use ticklers or resolved ticklers |
Select Open/Resolved. The system toggles between displaying: • ticklers in an open or in process status. • tickler in a resolved status. |
Review ticklers associated with the sold to customer on the order |
Select Cust sold to to advance to the Work with Ticklers Screen (sold to customer view). |
Purpose: Use Customer Action Notes to identify and address critical customer issues that need action. The two options you can use to enter, delete, display, resolve, update the status, or attach detailed notes about a customer issue are:
• Edit Customer Actions Window
• Work with Email by Order Number Screen
You can use the Customer Actions function to enter and track customer issues regarding an order (or anything else). In a customer action note you can:
1. Enter a brief statement about a customer issue or problem.
2. Enter a reason code to identify the issue or problem for further grouping and reports.
3. Assign the issue to a specific user for follow up or resolution.
4. Add detailed information describing the customer issue.
5. Update the status of the action from O (open) to W (work in process), and, optionally, override the assigned user.
6. Identify the issue as R (resolved) when it meets the customer's satisfaction.
Dealing with customer action issues: To resolve an unresolved action issue you should:
1. Review the action description, which is a brief description of the problem.
2. Respond to the issue by:
• Selecting Delete to delete the issue immediately.
• Selecting Display to review time and date statistics associated with the customer action.
• Selecting Detail Notes to view or enter detailed information about the action issue.
• Selecting Work in Process to view or enter detailed information about the action issue. This option also automatically updates the status from O (open) to W (work in process), and automatically updates the most recent user.
• Selecting Resolve to resolve the issue and change the status from O (open) or W (work in process) to R (resolved).
Secured features: The following secured features define whether you have authority to add, delete, update, or resolve customer action issues:
• Change Customer Action Notes Description (A93)
• Add Customer Action Detail Notes (A94)
• Change Customer Action Detail Notes (A95)
• Delete Customer Action Notes (A96)
• Change Customer Action Notes Status/Work in Process (A97)
• Change Customer Action Notes Status/Resolve (A98)
Purpose: A pop-up window opens during order entry or when you work with Customer Memberships when you select a customer with an unresolved action issue. This window opens when you select OK at the order header screen and the system validates your entries. The system assigns a status of O (open) to all new customer action issues. The status can be updated to W (work in process) if the issue has been investigated but not yet resolved. The customer actions pop-up window opens each time you select this customer (through order entry, standard order inquiry, order maintenance, customer maintenance, customer memberships, or catalog requests) until you mark the action issue as R (resolved).
Note:
• This window opens automatically only once per order.
• This window displays the customer action issues entered for a single customer. To review all action issues in your company, use the Work with Email by Order Number Screen menu option.
• You can print a report listing customer action notes by date or by the person who entered them. See Printing the Customer Exposure Report (PCER) and Printing the Customer Detail Exposure Report (PCAR).
• This window does not open in streamlined order inquiry.
How to display this window:
• at the Display More Options Screen, Select for Customer Action Notes.
• select Actions for a customer at a Work with Customer screen (see Selecting Customers)
• select Customer Actions at the Create or Change Customer Sold To screen (see Creating and Updating Sold-to Customers (WCST)).
If you Use Workflow Management (H96):
• select Notes for a tickler at the Work with Tickler Screen (user/group view) or Workflow Management Screen (tickler supervisor).
• select OK at the Create Tickler Screen.
• select Notes at the Change Tickler Screen or Display Tickler Screen.
Field |
Description |
Customer (Sold-to customer number) |
A number assigned by the system to identify the customer. Numeric, 9 positions; display-only, assigned by the system. |
Customer name (unlabeled field to the right of the Customer field) |
The customer's last name, first name and middle initial. Last name: alphanumeric, 25 positions; display-only. First name: alphanumeric, 15 positions; display-only. Initial: alphanumeric, 1 position; display-only. |
Action description |
The issue that needs to be investigated and resolved for the customer. Enter only 1 issue per line. If necessary, enter more information about the issue by selecting Detail notes for the issue. Note: If there are multiple action notes for a customer, the Customer Detail Exposure Report by Reason Code lists just the first note. Alphanumeric, 40 positions; required. |
Reason (Customer action reason code) |
Identifies the reason behind the customer action note. Reason codes are defined in and validated against the Customer Action Reason Codes table; see Working with Customer Action Reason Codes (WCAR). Alphanumeric, 2 positions; optional. |
User |
The user ID of the person who should follow up on or resolve the action issue. Alphanumeric, 10 positions, optional. |
Status) |
The current status of the issue. Valid status codes are: • O = Open; initial status of all action issues • W = Work in Process; issue investigated but not yet resolved. Select Work in process for the issue to view the details of the issue, update the user ID, and update the status to W (work in Process). • R = Resolved; issue resolved and closed Select Resolve for the issue to update the status to R (resolved). Alphanumeric, 1 position; display-only, updated by the system. |
Resolved (Date resolved) |
The date when the customer action issue was resolved. The current date defaults when you select Resolve for an issue to close it. Numeric, 6 positions (MMDDYY format); display-only, updated by the system. |
D (Details; unlabeled field to the right of the Resolved field) |
Identifies whether the customer action note provides a further description. Select Detail notes for an issue to view the details. Alphanumeric, 1 position; display-only. |
Screen Option |
Procedure |
Create a note for an action issue |
Enter a brief description of an issue on one of the lines available. Optionally, you can enter a reason code and the ID of the user assigned to follow up on the issue. |
Delete an action issue |
Select Delete for an issue to delete it. See Resolving or Deleting an Action Issue. |
Display statistics for an action issue |
Select Display for an issue to advance to the Display Customer Action screen. Each field on this screen is described under Edit Customer Actions Window and Work with Customer Action Notes Screen. |
Update the status of an action issue to “work in process” |
Select Work in process for an issue to set its status to W and advance to the Customer Action Note Details Screen. |
Identify an issue as “resolved” |
Select Resolve for an issue to “resolve” it. See Resolving or Deleting an Action Issue. |
Enter detailed notes for an issue |
Select Detail notes for an issue to advance to the Customer Action Note Details Screen. |
Work with Email by Order Number Screen
Purpose: Use this screen to review emails associated with an order.
About emails: The Correspondence History table stores outbound and inbound emails related to an order, customer (including sold-to, ship-to, individual, and bill-to customers), vendor or purchase order. You can associate an email with an order by indicating the order number when you forward the email into the system, or by specifying the order number at the Change Email Screen. See Email Repository Overview for more information.
Outbound emails: The Write Outbound Email to Email Repository (H99) system control value controls whether to store header information for outbound email notifications, or for the Outbound Email XML Message (CWEmailOut) if specified for the notification type.
How to display this screen: Select Email for Order at the Display More Options Screen.
Field |
Description |
Order # |
A number identifying the order that you are currently reviewing or working with. The order ship-to number is separated by the order number with a semicolon (-). Order number: numeric, 8 positions; display-only. Order ship-to number: numeric, 3 positions; display-only. |
Status |
The status of the order. Possible statuses are: • Canceled • Held • Suspended • Closed • Open • Quote Alphanumeric, 10 positions; display-only. |
Customer # |
A number to identify the customer who placed the order, the customer’s name, and the company name, if any. Customer number: numeric, 9 positions; display-only. Customer company and name: alphanumeric, 41 positions; display-only. |
Create date |
The date when the email was forwarded into the system, and the Correspondence History record was created. Numeric, 6 positions (MMDDYY format); optional. |
Email date |
The date when the email was originally sent. Numeric, 6 positions (MMDDYY format); optional. |
Category |
A category that you use to group email correspondence between you and your customers. A category of NTF indicates that the email was a notification generated by the system and sent to the customer. Alphanumeric, 3 positions; optional. |
Source |
Indicates whether the email was inbound or outbound. Valid values are: • EXT = the email was forwarded into CWSerenade • INT = the email originated in CWSerenade and was sent to a customer. A user-supplied code indicating the email’s source is not currently implemented. Alphanumeric, 3 positions; optional. |
Subject |
The subject line of the email. • Inbound emails: Things to note: • When you forward an email into CWSerenade, the system deletes FW: from the beginning of the subject line; however, if the email has been forwarded multiple times, only the first occurrence will be deleted. • The system renders the text of the subject line in all capital letters. • The subject line is truncated if it exceeds the maximum length of this field. • The system converts certain special characters. See Symbol and Special Character Conversion in Emails. The system deletes the email identifiers from the subject line if translation is successful. For example, a subject line reading FW: COMPANY=27;CUSTOMER=613;ATTACHMENT=N; Where is my order? would be translated to WHERE IS MY ORDER? Even if translation is successful, however, it does not necessarily mean that the email is assigned to a customer; it is possible for the email identifiers to be formatted correctly, but for the values specified to be incorrect or inconsistent. |
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• Outbound emails: Possible subject lines for outbound email notifications include: • BACKORDER NOTIFICATION • CONTACT US NOTIFICATION • CREDIT CARD CREDIT ACKNOWLEDGEMENT • CREDIT CARD DECLINE NOTIFICATION • GIFT CERTIFICATE • LOYALTY MEMBERSHIP-D • LOYALTY MEMBERSHIP-A • ORDER CONFIRMATION • ORDER UPDATE CONFIRMATION • Return Conf. - Order #99999999 • Ship Conf. - Order #99999999 • SOLDOUT CONFIRMATION • STORED VALUE CARD NOTIFICATION • QUOTE CONFIRMATION Summary information for an outbound email or Outbound Email XML Message (CWEmailOut) is stored only if the Write Outbound Email to Email Repository (H99) system control value is selected. See When Does the System Generate an Email Notification? for information on system-generated emails. To switch between displaying the subject line and the originating email address for the email, select Subject/email address. Alphanumeric, 78 positions; display-only. |
Email address |
The email address of the person who originated the email. When an email is forwarded into the system by a customer service representative, this is not the email address of the person who sent the email into CWSerenade; instead, the email site in CWIntegrate searches the text of the forwarded message for the originating email address. For example, if the forwarded message begins: -----Original Message----- From: lak@yahoo.com Sent: 08/09/2006 10:33:38 AM To: Elise Kaplan Cc: Subject: where is my order The email site can determine that lak@yahoo.com is the originating email address. |
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If the email site cannot find the originating email address, it substitutes a standard email address that indicates the originating address was not available. The default is forwardMissing@error.com, but can vary depending upon your setup. See Default Values to Identify the Originating Email Address in the CWIntegrate Emails Integration Manual for an overview of how the email site determines the originating email address. To switch between displaying the subject line and the originating email address for the email, select Subject/email address. Alphanumeric, 50 positions; display-only. |
Option |
Procedure |
Change the assignment of an email |
Select Change for an email to advance to the Change Email Screen. The system confirms that your entries at this screen are consistent; see Identifying an Unrouted Email for more information. Note: The Changed Routed Email (B08) secured feature controls the ability to change an email assigned to an order number or customer. If you do not have authority to change a routed (assigned) email, you can select Display for an email to advance to the Display Email Screen, where you can review all of the same information. |
Delete an email |
Select Delete for an email to delete it. |
Display information about an email |
Select Display for an email to advance to the Display Email Screen. |
Create a tickler for the MN (manually created) tickler event |
Select Create tickler for an email to advance to the Create Tickler Screen. Note: To create a MN tickler, you must have authority to the Create Manual Tickler (B13) secured feature. |
Display email subject and text |
Select Display detail for an email to advance to the Display Email Detail Screen. |
Review all emails assigned to the sold-to customer |
Select Email by customer to advance to the Work with Email by Customer Sold To Number Screen. |
Switch between displaying the subject line and the originating email address for the email |
Select Subject/email address. |
Work with Customer Profile Screen
Purpose: Use this screen to create or view the customer's demographic profile. This helps you gather as much information as possible about the customer, categorize the customer, target the customer for specific promotions or catalog mailings, and include the customer’s name in customer lists you sell to other companies.
You define customer profile categories, such as age, income, or gender, and the valid values for each category through the Work with Profile Categories function. See Setting Up Customer Profiles (WPFL).
When you first advance to this screen for a customer: When you first advance to this screen for a customer for which you have not yet defined demographic data:
• If a default response has been defined for a profile category, the system defaults the response to the Data field.
• If a default response has not been defined for a profile category, the system leaves the Data field blank until you enter data for the field.
Order API: You can define demographic data for a customer on an order received through the Generic Order Interface (Order API); see the Profile element in the Inbound Order XML Message (CWORDERIN).
Inbound customer: You can define demographic data for a customer through the Generic Customer API; see the CustProfile element in the Inbound Customer Message (CWCustomerIn).
How to display this screen:
• select a Customer Profile at the Display More Options Screen;
• select Profile for a customer at a Work with Customer screen (see Selecting Customers);
• select Customer Profile at the Create or Change Cust Sold To screen (see Creating and Updating Sold-to Customers (WCST)).
To auto-display this screen in order entry: The Work with Customer Profile screen opens automatically in order entry if you need to collect information in a demographic profile category flagged as mandatory for the sold to customer on the order. Note: If the Alternate ID Required for Displaying Customer Profile (K87) system control value is selected, the Work with Customer Profile screen opens automatically only if an alternate customer number is defined for the sold to customer on the order.
To auto-display this screen in order maintenance: The Work with Customer Profile screen opens automatically in order maintenance if the Prompt for Mandatory Demographics in Order Maintenance (E60) system control value is selected. Note: If the Alternate ID Required for Displaying Customer Profile (K87) system control value is selected, the Work with Customer Profile screen opens automatically only if an alternate customer number is defined for the sold to customer on the order.
Field |
Description |
Customer # |
A number assigned by the system to identify the customer. Numeric, 9 positions; display-only, assigned by the system. |
Customer name (unlabeled field to the right of Customer #) |
The customer's last name, first name and middle initial. Last name: Alphanumeric, 25 positions; display-only. First name: Alphanumeric, 15 positions; display-only. Initial: Alphanumeric, 1 position; display-only. |
Profile |
A number used to identify a demographics category, such as gender, income, or geographic area. Demographic categories are defined through the Work with Profile Categories option; see Setting Up Customer Profiles (WPFL). Numeric, 3 positions; display-only. |
Description |
Text associated with the demographics category, such as Gender, Income, or Geographic Location, etc. Alphanumeric, 20 positions; display-only. |
Data |
A valid response code for the demographics category. The current demographic data, if any, appears in the Data field; if you have not yet gathered the data from the customer, but you have assigned a default response for the category, then this value appears here. For example, if the category (in the Profile field) is Gender, you can enter or select the appropriate value for this customer, such as Female, Male, or Unknown. If you assign a default response for a profile category, then you will not be able to leave this category blank; the system will default the response back into the field when you select OK. Alphanumeric, 1 position. |
Description |
The description associated with the demographic data, such as Male, Female, or Unknown. Alphanumeric, 30 positions; display-only. |
Mandatory |
Indicates whether the profile category is mandatory. The system prompts you to collect a response for any category flagged as mandatory by advancing to this screen automatically when you select Accept or Accept/Add Rcp. to accept an order in order entry. You also advance to the screen automatically in order maintenance if the Prompt for Mandatory Demographics in Order Maintenance (E60) system control value is selected. If you have assigned a default response to a mandatory profile category, the Work with Customer Profile Screen does not display automatically; instead, the system assigns the default response to the customer in order entry or order maintenance if you have not already collected the data from the customer. Valid values are: • Yes = This is a mandatory profile category. • No = This is not a mandatory profile category. |
Work with Email by Customer Sold To Number Screen
Purpose: Use this screen to review emails associated with a customer.
About emails: The Correspondence History table stores outbound and inbound emails related to an order, customer (including sold-to, ship-to, individual, and bill-to customers), vendor or purchase order. You can associate an email with a customer by indicating the customer number when you forward the email into the system, or by specifying the customer number at the Change Email Screen; also, the system can assign the email based on a matching email address. See Email Repository Overview for more information.
Outbound emails: The Write Outbound Email to Email Repository (H99) system control value controls whether to store header information for outbound email notifications, or for the Outbound Email XML Message (CWEmailOut) if specified for the notification type.
How to display this screen:
• Select Email for Customer Sold To at the Display More Options Screen, or Customer Email Correspondence at the More Customer Sold To Options Screen
• Select Email by customer at the Work with Email by Order Number Screen
Field |
Description |
Customer # |
A number to identify the customer, the customer’s name, and the company name, if any. Customer number: numeric, 9 positions; display-only. Customer company and name: alphanumeric, 41 positions; display-only. |
Create date |
The date when the email was forwarded into the system, and the Correspondence History record was created. Numeric, 6 positions (MMDDYY format); optional. |
Email date |
The date when the email was originally sent. Numeric, 6 positions (MMDDYY format); optional. |
Category |
A category that you use to group email correspondence between you and your customers. A category of NTF indicates that the email was a notification generated by the system and sent to the customer. Alphanumeric, 3 positions; optional. |
Source |
Indicates whether the email was inbound or outbound. Valid values are: • EXT = the email was forwarded into CWSerenade • INT = the email originated in CWSerenade and was sent to a customer. A user-supplied code indicating the email’s source is not currently implemented. Alphanumeric, 3 positions; optional. |
Subject |
The subject line of the email. • Inbound emails: Things to note: • When you forward an email into CWSerenade, the system deletes FW: from the beginning of the subject line; however, if the email has been forwarded multiple times, only the first occurrence will be deleted. • The system renders the text of the subject line in all capital letters. • The subject line is truncated if it exceeds the maximum length of this field. • The system converts certain special characters. See Symbol and Special Character Conversion in Emails. The system deletes the email identifiers from the subject line if translation is successful. For example, a subject line reading FW: COMPANY=27;CUSTOMER=613;ATTACHMENT=N; Where is my order? would be translated to WHERE IS MY ORDER? Even if translation is successful, however, it does not necessarily mean that the email is assigned to a customer; it is possible for the email identifiers to be formatted correctly, but for the values specified to be incorrect or inconsistent. |
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• Outbound emails: Possible subject lines for outbound email notifications are: • BACKORDER NOTIFICATION • CONTACT US NOTIFICATION • CREDIT CARD CREDIT ACKNOWLEDGEMENT • CREDIT CARD DECLINE NOTIFICATION • GIFT CERTIFICATE • LOYALTY MEMBERSHIP-D • LOYALTY MEMBERSHIP-A • ORDER CONFIRMATION • ORDER UPDATE CONFIRMATION • Return Conf. - Order #99999999 • Ship Conf. - Order #99999999 • SOLDOUT CONFIRMATION • STORED VALUE CARD NOTIFICATION • QUOTE CONFIRMATION Summary information for an outbound email or Outbound Email XML Message (CWEmailOut) is stored only if the Write Outbound Email to Email Repository (H99) system control value is selected. See When Does the System Generate an Email Notification? for information on system-generated emails. To switch between displaying the subject line and the originating email address for the email, select Subject/email address. Alphanumeric, 78 positions; display-only. |
Email address |
The email address of the person who originated the email. When an email is forwarded into the system by a customer service representative, this is not the email address of the person who sent the email into CWSerenade; instead, the email site in CWIntegrate searches the text of the forwarded message for the originating email address. For example, if the forwarded message begins: -----Original Message----- From: lak@yahoo.com Sent: 08/09/2006 10:33:38 AM To: Elise Kaplan Cc: Subject: where is my order The email site can determine that lak@yahoo.com is the originating email address. |
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If the email site cannot find the originating email address, it substitutes a standard email address that indicates the originating address was not available. The default is forwardMissing@error.com, but can vary depending upon your setup. See Default Values to Identify the Originating Email Address in the CWIntegrate Emails Integration Manual for an overview of how the email site determines the originating email address. To switch between displaying the subject line and the originating email address for the email, select Subject/email address. Alphanumeric, 50 positions; display-only. |
Option |
Procedure |
Change the assignment of an email |
Select Change for an email to advance to the Change Email Screen. The system confirms that your entries at this screen are consistent; see Identifying an Unrouted Email for more information. Note: The Changed Routed Email (B08) secured feature controls the ability to change an email assigned to a customer. If you do not have authority to change a routed (assigned) email, you can select Display for an email to advance to the Display Email Screen, where you can review all of the same information. |
Delete an email |
Select Delete for an email to delete it. |
Display information about an email |
Select Display for an email to advance to the Display Email Screen. |
Create a tickler for the MN (manually created) tickler event |
Select Create tickler for an email to advance to the Create Tickler Screen. Note: To create a MN tickler, you must have authority to the Create Manual Tickler (B13) secured feature. |
Display email subject and text |
Select Display detail for an email to advance to the Display Email Detail Screen. |
Switch between displaying the subject line and the originating email address for the email |
Select Subject/email address. |
Advance to standard order inquiry |
Select Order inquiry for an email. If the email is associated with an order number, you advance to the Order Inquiry Header Screen or the Order Inquiry Detail Screen, depending on the setting of the Default Version for Order Inquiry (C34) system control value. If the email is not associated with an order number, you advance to the Order Inquiry Scan Screen. Note: This option is not available if you advanced to this screen through standard order inquiry. |
Purpose: Use this screen to enter, view, or delete informational messages about sold-to customers. You can view this information through several key areas in the system, such as order entry or Customer Maintenance.
You can create customer note types to display the note automatically in a pop-up window when you select this customer in order entry. You can also define text that defaults into the Note field when you select the note type. See Working with Customer Note Types (WNTY).
Note: There is also a screen available to work with bill-to customer notes; see Work with Bill To Notes Screen.
How to display this screen:
• Select Customer Notes at the Display More Options Screen.
• select Notes for a customer on a Work with Customer screen (see Selecting Customers).
• select Notes at the first or second Create or Change Cust Sold To screen (see Creating and Updating Sold-to Customers (WCST)).
• select Customer Notes at the Customer Selection Screen
If you Use Workflow Management (H96):
• select Notes for a tickler at the Work with Tickler Screen (user/group view) or Workflow Management Screen (tickler supervisor).
• select OK at the Create Tickler Screen.
• select Notes at the Change Tickler Screen or Display Tickler Screen
Entering/editing notes: When you advance to this screen, the cursor is positioned at the first blank entry field. If the first screen is already filled with previously entered notes, press Page Down or select Next to advance to the first blank entry field. You can enter your new note.
To edit existing notes which are display-only, select Add/Change Note to switch the fields from display-only to editable fields.
Note sequence: The Display Customer Notes in LIFO Sequence (D55) system control value controls how customer notes are listed on the screen. If you select this value, the notes display in reverse chronological order (most recent first). If you unselect this value, the notes display in chronological order.
Address changes: The system writes a message to the Customer Note table each time you enter a change to a sold-to or permanent ship-to customer's name, address or phone number. The messages for a ship-to customer change are stored with the sold-to customer messages. See Reviewing Customer Address Changes.
Membership cancellations: The system writes a message, such as Memship Cancel Conf to ekaplan@example.com. to the Customer Note table when you cancel a customer membership and generate the membership cancellation notification email. The note is written even if the system generates the Outbound Email XML Message (CWEmailOut) rather than an actual message, or if the email cannot be relayed if, for example, there is a problem with the destination email address. See the Membership Cancellation Email Program (K77) for an overview on membership cancellation emails
Field |
Description |
Customer (Sold-to customer number) |
A number assigned by the system to identify the customer. Numeric, 9 positions; display-only, assigned by the system. |
Customer name (unlabeled field to the right of Customer #) |
The customer's company, and/or last name, first name and middle initial. Company: alphanumeric, 30 positions; display-only. Last name: alphanumeric, 25 positions; display-only. First name: alphanumeric, 15 positions; display-only. Initial: Alphanumeric, 1 position; display-only. |
Notes |
Fields where you can view, enter, or delete customer notes. The existing notes fields are display-only when you advance to the screen. The cursor is positioned at the first blank entry field. If the first screen is already filled with previously entered notes, select Next or press Page Down until you reach the first enterable field. If you need extra space, use Scroll or Page Down to display additional entry fields. To edit existing notes, select Add/Change Note to switch the display-only fields to editable fields. Alphanumeric, 60 positions per line. |
Type |
The type of customer note. You can use the Work with Customer Note Type menu option to define note types, and set up note types to display automatically in a pop-up window in order entry or order maintenance. You can also define text that will default into the Notes field. This text will default only if you have not already made an entry in that note line, and you can override any default. See Working with Customer Note Types (WNTY). This field is display-only when you first advance to the screen. Select Cust. Note Type to make it enterable. Alphanumeric, 1 position; optional or display-only. |
User (User Id) |
A code that identifies the person who entered the customer notes or who performed the activity (such as changing an address or cancelling a customer membership) that produced the note. If there is more than one note by the same user on the same date, the user ID and date are displayed just once. Alphanumeric, 10 positions; display-only. |
Date |
The date when the customer notes were entered. If there is more than one note by the same user on the same date, the user ID and date are displayed just once. Numeric, 6 positions (MMDDYY format); display-only, updated by the system. |
Screen Option |
Procedure |
Enter a new customer note |
Begin typing at the first available Note field. You may need to press Page Down until you reach the first enterable field. Press Tab to advance from line to line, and select OK when you are done. |
Add or change an existing note |
Press F7 to toggle Add/Change Note to edit an existing note. Press Tab to advance from line to line, and select OK when you are done. |
Make the Type field enterable or switch it back to display-only |
Select Cust. Note Type. |
Work with Email by Customer Ship To Number Screen
Purpose: Use this screen to review emails associated with a ship-to customer.
About emails: The Correspondence History table stores outbound and inbound emails related to an order, customer (including sold-to, ship-to, individual, and bill-to customers), vendor or purchase order. You can associate an email with a ship-to customer by indicating the sold-to and ship-to customer numbers when you forward the email into the system, or by specifying these numbers at the Change Email Screen; also, the system can assign the email based on a matching email address. See Email Repository Overview for more information.
Outbound emails: The Write Outbound Email to Email Repository (H99) system control value controls whether to store header information for outbound email notifications, or for the Outbound Email XML Message (CWEmailOut) if specified for the notification type.
How to display this screen: Select Email for Customer Ship To at the Display More Options Screen. You can also display this screen by selecting Email history for a ship-to customer at the Work with Customer Ship Tos Screen.
Field |
Description |
Customer # |
A number to identify the customer, the customer’s name, and the company name, if any. Customer number: numeric, 9 positions; display-only. Customer company and name: alphanumeric, 41 positions; display-only. |
Ship to # |
A number to identify a permanent shipping address associated with a sold-to customer. The ship-to customer name is to the right. Numeric, 3 positions; optional. |
Create date |
The date when the email was forwarded into the system, and the Correspondence History record was created. Numeric, 6 positions (MMDDYY format); optional. |
Email date |
The date when the email was originally sent. Numeric, 6 positions (MMDDYY format); optional. |
Category |
A category that you use to group email correspondence between you and your customers. A category of NTF indicates that the email was a notification generated by the system and sent to the customer. Alphanumeric, 3 positions; optional. |
Source |
Indicates whether the email was inbound or outbound. Valid values are: • EXT = the email was forwarded into CWSerenade • INT = the email originated in CWSerenade and was sent to a customer. A user-supplied code indicating the email’s source is not currently implemented. Alphanumeric, 3 positions; optional. |
Subject |
The subject line of the email. • Inbound emails: Things to note: • When you forward an email into CWSerenade, the system deletes FW: from the beginning of the subject line; however, if the email has been forwarded multiple times, only the first occurrence will be deleted. • The system renders the text of the subject line in all capital letters. • The subject line is truncated if it exceeds the maximum length of this field. • The system converts certain special characters. See Symbol and Special Character Conversion in Emails. The system deletes the email identifiers from the subject line if translation is successful. For example, a subject line reading FW: COMPANY=27;CUSTOMER=613;ATTACHMENT=N; Where is my order? would be translated to WHERE IS MY ORDER? Even if translation is successful, however, it does not necessarily mean that the email is assigned to a customer; it is possible for the email identifiers to be formatted correctly, but for the values specified to be incorrect or inconsistent. |
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• Outbound emails: Possible subject lines for outbound email notifications are: • BACKORDER NOTIFICATION • CONTACT US NOTIFICATION • CREDIT CARD CREDIT ACKNOWLEDGEMENT • CREDIT CARD DECLINE NOTIFICATION • GIFT CERTIFICATE • LOYALTY MEMBERSHIP-D • LOYALTY MEMBERSHIP-A • ORDER CONFIRMATION • ORDER UPDATE CONFIRMATION • Return Conf. - Order #99999999 • Ship Conf. - Order #99999999 • SOLDOUT CONFIRMATION • STORED VALUE CARD NOTIFICATION Summary information for an outbound email or Outbound Email XML Message (CWEmailOut) is stored only if the Write Outbound Email to Email Repository (H99) system control value is selected. See When Does the System Generate an Email Notification? for information on system-generated emails. To switch between displaying the subject line and the originating email address for the email, select Subject/email address. Alphanumeric, 78 positions; display-only. |
Email address |
The email address of the person who originated the email. When an email is forwarded into the system by a customer service representative, this is not the email address of the person who sent the email into CWSerenade; instead, the email site in CWIntegrate searches the text of the forwarded message for the originating email address. For example, if the forwarded message begins: -----Original Message----- From: lak@yahoo.com Sent: 08/09/2006 10:33:38 AM To: Elise Kaplan Cc: Subject: where is my order The email site in CWIntegrate can determine that lak@yahoo.com is the originating email address. |
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If the email site cannot find the originating email address, it substitutes a standard email address that indicates the originating address was not available. The default is forwardMissing@error.com, but can vary depending upon your setup. See Default Values to Identify the Originating Email Address in the CWIntegrate Emails Integration Manual for an overview of how the email site determines the originating email address. To switch between displaying the subject line and the originating email address for the email, select Subject/email address. Alphanumeric, 50 positions; display-only. |
Option |
Procedure |
Change the assignment of an email |
Select Change for an email to advance to the Change Email Screen. The system confirms that your entries at this screen are consistent; see Identifying an Unrouted Email for more information. Note: The Changed Routed Email (B08) secured feature controls the ability to change an email assigned to a customer. If you do not have authority to change a routed (assigned) email, you can select Display for an email to advance to the Display Email Screen, where you can review all of the same information. |
Delete an email |
Select Delete for an email to delete it. |
Display information about an email |
Select Display for an email to advance to the Display Email Screen. |
Create a tickler for the MN (manually created) tickler event |
Select Create tickler for an email to advance to the Create Tickler Screen. Note: To create a MN tickler, you must have authority to the Create Manual Tickler (B13) secured feature. |
Display email subject and text |
Select Display detail for an email to advance to the Display Email Detail Screen. |
Switch between displaying the subject line and the originating email address for the email |
Select Subject/email address. |
Advance to order inquiry |
Select Order inquiry for an email. If the email is associated with an order number, you advance to the Order Inquiry Header Screen or the Order Inquiry Detail Screen, depending on the setting of the Default Version for Order Inquiry (C34) system control value. If the email is not associated with an order number, you advance to the Order Inquiry Scan Screen. Note: This option is not available if you advanced to this screen through order inquiry. |
Work with Email by Customer Bill To Number Screen
Purpose: Use this screen to review emails associated with a bill-to customer.
About emails: The Correspondence History table stores outbound and inbound emails related to an order, customer (including sold-to, ship-to, individual, and bill-to customers), vendor or purchase order. You can associate an email with a bill-to customer by indicating the bill-to customer number when you forward the email into the system, or by specifying the bill-to customer at the Change Email Screen; also, the system can assign the email based on a matching email address. See Email Repository Overview for more information.
Outbound emails: The Write Outbound Email to Email Repository (H99) system control value controls whether to store header information for outbound email notifications, or for the Outbound Email XML Message (CWEmailOut) if specified for the notification type.
How to display this screen: Select Email for Customer Bill To at the Display More Options Screen. You can also display this screen by selecting Email history for a bill-to customer at the Work with Bill To Customers Screen.
Field |
Description |
Customer bill to # |
A number identifying a customer responsible for payment on an order. Validated against the Customer Bill To table. The bill-to customer’s name appears to the right. Bill-to number: numeric, 7 positions; display-only. Bill-to name: alphanumeric, 41 positions; display-only. |
Create date |
The date when the email was forwarded into the system, and the Correspondence History record was created. Numeric, 6 positions (MMDDYY format); optional. |
Email date |
The date when the email was originally sent. Numeric, 6 positions (MMDDYY format); optional. |
Category |
A category that you use to group email correspondence between you and your customers. A category of NTF indicates that the email was a notification generated by the system and sent to the customer. Alphanumeric, 3 positions; optional. |
Source |
Indicates whether the email was inbound or outbound. Valid values are: • EXT = the email was forwarded into CWSerenade • INT = the email originated in CWSerenade and was sent to a customer. A user-supplied code indicating the email’s source is not currently implemented. Alphanumeric, 3 positions; optional. |
Subject |
The subject line of the email. • Inbound emails: Things to note: • When you forward an email into CWSerenade, the system deletes FW: from the beginning of the subject line; however, if the email has been forwarded multiple times, only the first occurrence will be deleted. • The system renders the text of the subject line in all capital letters. • The subject line is truncated if it exceeds the maximum length of this field. • The system converts certain special characters. See Symbol and Special Character Conversion in Emails. The system deletes the email identifiers from the subject line if translation is successful. For example, a subject line reading FW: COMPANY=27;CUSTOMER=613;ATTACHMENT=N; Where is my order? would be translated to WHERE IS MY ORDER? Even if translation is successful, however, it does not necessarily mean that the email is assigned to a customer; it is possible for the email identifiers to be formatted correctly, but for the values specified to be incorrect or inconsistent. |
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• Outbound emails: Possible subject lines for outbound email notifications are: • BACKORDER NOTIFICATION • CONTACT US NOTIFICATION • CREDIT CARD CREDIT ACKNOWLEDGEMENT • CREDIT CARD DECLINE NOTIFICATION • GIFT CERTIFICATE • LOYALTY MEMBERSHIP-D • LOYALTY MEMBERSHIP-A • ORDER CONFIRMATION • ORDER UPDATE CONFIRMATION • Return Conf. - Order #99999999 • Ship Conf. - Order #99999999 • SOLDOUT CONFIRMATION • STORED VALUE CARD NOTIFICATION • QUOTE CONFIRMATION Summary information for an outbound email or Outbound Email XML Message (CWEmailOut) is stored only if the Write Outbound Email to Email Repository (H99) system control value is selected. See When Does the System Generate an Email Notification? for information on system-generated emails. To switch between displaying the subject line and the originating email address for the email, select Subject/email address. Alphanumeric, 78 positions; display-only. |
Email address |
The email address of the person who originated the email. When an email is forwarded into the system by a customer service representative, this is not the email address of the person who sent the email into CWSerenade; instead, the email site in CWIntegrate searches the text of the forwarded message for the originating email address. For example, if the forwarded message begins: -----Original Message----- From: lak@yahoo.com Sent: 08/09/2006 10:33:38 AM To: Elise Kaplan Cc: Subject: where is my order The email site can determine that lak@yahoo.com is the originating email address. |
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If the email site cannot find the originating email address, it substitutes a standard email address that indicates the originating address was not available. The default is forwardMissing@error.com, but can vary depending upon your setup. See Default Values to Identify the Originating Email Address in the CWIntegrate Emails Integration Manual for an overview of how the email site determines the originating email address. To switch between displaying the subject line and the originating email address for the email, select Subject/email address. Alphanumeric, 50 positions; display-only. |
Option |
Procedure |
Change the assignment of an email |
Select Change for an email to advance to the Change Email Screen. The system confirms that your entries at this screen are consistent; see Identifying an Unrouted Email for more information. Note: The Changed Routed Email (B08) secured feature controls the ability to change an email assigned to a customer. If you do not have authority to change a routed (assigned) email, you can select Display for an email to advance to the Display Email Screen, where you can review all of the same information. |
Delete an email |
Select Delete for an email to delete it. |
Display information about an email |
Select Display for an email to advance to the Display Email Screen. |
Create a tickler for the MN (manually created) tickler event |
Select Create tickler for an email to advance to the Create Tickler Screen. Note: To create a MN tickler, you must have authority to the Create Manual Tickler (B13) secured feature. |
Display email subject and text |
Select Display detail for an email to advance to the Display Email Detail Screen. |
Switch between displaying the subject line and the originating email address for the email |
Select Subject/email address. |
Advance to order inquiry |
Select Order inquiry for an email. If the email is associated with an order number, you advance to the Order Inquiry Header Screen or the Order Inquiry Detail Screen, depending on the setting of the Default Version for Order Inquiry (C34) system control value. If the email is not associated with an order number, you advance to the Order Inquiry Scan Screen. Note: This option is not available if you advanced to this screen through order inquiry. |
Display Pick Tickets for Order Screen
Purpose: Through standard order inquiry or order entry/maintenance, you can display the Pick Slip Generation Inquiry screens. Use these screens to review picks for the order you are working with.
How to display this screen: Select the Display Picks option at the Display More Options Screen.
Field |
Description |
Ship to # |
A number to identify the shipping address on the order. Numeric, 3 positions; optional. |
Pick # (Pick control number) |
The control number for this pick. Numeric, 7 positions; optional, assigned by the system. |
Printed |
The date the pick slip was printed. Numeric, 6 positions (MMDDYY format); display-only. |
Confirmed |
The date the items on the pick slip were shipped and billed. Numeric, 6 positions (MMDDYY format); display-only. |
Status |
The status of the pick slip. Valid statuses are: • Open • Generated No Authorization • Generated Has Authorization • Submitted to Async • Billing Pending • Confirmed • Declined Authorization • Async Processing Error • Manifest Submission • Packed • Reprinted • Suspended • Voided • Waiting for Authorization • Authorized Display-only; updated by system. |
Reprint |
The pick control number that has been reprinted. Numeric, 7 positions; display-only. |
Screen Option |
Procedure |
Display pick control header information |
Select Display for a pick slip to advance to the Display Pick Control Header (1 of 2) Screen. |
Display pick details |
Select Details for a pick slip to advance to the Work with Pick Details Screen. |
Work with Email by Customer Individual Screen
Purpose: Use this screen to review emails associated with an individual customer.
About emails: The Correspondence History table stores outbound and inbound emails related to an order, customer (including sold-to, ship-to, individual, and bill-to customers), vendor or purchase order. You can associate an email with an individual customer by indicating the sold-to number and individual when you forward the email into the system, or by specifying the sold-to number and individual at the Change Email Screen; also, the system can assign the email based on a matching email address. See Email Repository Overview for more information.
Outbound emails: The Write Outbound Email to Email Repository (H99) system control value controls whether to store header information for outbound email notifications, or for the Outbound Email XML Message (CWEmailOut) if specified for the notification type.
How to display this screen: Select Email for Customer Individual at the Display More Options Screen. You can also display this screen by selecting Email history for an individual at the Work with Sold-to Individuals Screen.
Field |
Description |
Customer # |
A number to identify the customer, the customer’s name, and the company name, if any. Customer number: numeric, 9 positions; display-only. Customer company and name: alphanumeric, 41 positions; display-only. |
Individual # |
A number identifying the individual customer, if any, associated with the email. The individual customer name is to the right. Individual number: numeric, 3 positions; display-only. Individual name: alphanumeric, 41 positions; display-only. |
Create date |
The date when the email was forwarded into the system, and the Correspondence History record was created. Numeric, 6 positions (MMDDYY format); optional. |
Email date |
The date when the email was originally sent. Numeric, 6 positions (MMDDYY format); optional. |
Category |
A category that you use to group email correspondence between you and your customers. A category of NTF indicates that the email was a notification generated by the system and sent to the customer. Alphanumeric, 3 positions; optional. |
Source |
Indicates whether the email was inbound or outbound. Valid values are: • EXT = the email was forwarded into CWSerenade • INT = the email originated in CWSerenade and was sent to a customer. A user-supplied code indicating the email’s source is not currently implemented. Alphanumeric, 3 positions; optional. |
Subject |
The subject line of the email. • Inbound emails: Things to note: • When you forward an email into CWSerenade, the system deletes FW: from the beginning of the subject line; however, if the email has been forwarded multiple times, only the first occurrence will be deleted. • The system renders the text of the subject line in all capital letters. • The subject line is truncated if it exceeds the maximum length of this field. • The system converts certain special characters. See Symbol and Special Character Conversion in Emails. The system deletes the email identifiers from the subject line if translation is successful. For example, a subject line reading FW: COMPANY=27;CUSTOMER=613;ATTACHMENT=N; Where is my order? would be translated to WHERE IS MY ORDER? Even if translation is successful, however, it does not necessarily mean that the email is assigned to a customer; it is possible for the email identifiers to be formatted correctly, but for the values specified to be incorrect or inconsistent. |
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• Outbound emails: Possible subject lines for outbound email notifications are: • BACKORDER NOTIFICATION • CONTACT US NOTIFICATION • CREDIT CARD CREDIT ACKNOWLEDGEMENT • CREDIT CARD DECLINE NOTIFICATION • GIFT CERTIFICATE • LOYALTY MEMBERSHIP-D • LOYALTY MEMBERSHIP-A • ORDER CONFIRMATION • ORDER UPDATE CONFIRMATION • Return Conf. - Order #99999999 • Ship Conf. - Order #99999999 • SOLDOUT CONFIRMATION • STORED VALUE CARD NOTIFICATION • QUOTE CONFIRMATION Summary information for an outbound email or Outbound Email XML Message (CWEmailOut) is stored only if the Write Outbound Email to Email Repository (H99) system control value is selected. See When Does the System Generate an Email Notification? for information on system-generated emails. To switch between displaying the subject line and the originating email address for the email, select Subject/email address. Alphanumeric, 78 positions; display-only. |
Email address |
The email address of the person who originated the email. When an email is forwarded into the system by a customer service representative, this is not the email address of the person who sent the email into CWSerenade; instead, the email site in CWIntegrate searches the text of the forwarded message for the originating email address. For example, if the forwarded message begins: -----Original Message----- From: lak@yahoo.com Sent: 08/09/2006 10:33:38 AM To: Elise Kaplan Cc: Subject: where is my order The email site can determine that lak@yahoo.com is the originating email address. |
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If the email site cannot find the originating email address, it substitutes a standard email address that indicates the originating address was not available. The default is forwardMissing@error.com, but can vary depending upon your setup. See Default Values to Identify the Originating Email Address in the CWIntegrate Emails Integration Manual for an overview of how the email site determines the originating email address. To switch between displaying the subject line and the originating email address for the email, select Subject/email address. Alphanumeric, 50 positions; display-only. |
Option |
Procedure |
Change the assignment of an email |
Select Change for an email to advance to the Change Email Screen. The system confirms that your entries at this screen are consistent; see Identifying an Unrouted Email for more information. Note: The Changed Routed Email (B08) secured feature controls the ability to change an email assigned to a customer. If you do not have authority to change a routed (assigned) email, you can select Display for an email to advance to the Display Email Screen, where you can review all of the same information. |
Delete an email |
Select Delete for an email to delete it. |
Display information about an email |
Select Display for an email to advance to the Display Email Screen. |
Create a tickler for the MN (manually created) tickler event |
Select Create tickler for an email to advance to the Create Tickler Screen. Note: To create a MN tickler, you must have authority to the Create Manual Tickler (B13) secured feature. |
Display email subject and text |
Select Display detail for an email to advance to the Display Email Detail Screen. |
Switch between displaying the subject line and the originating email address for the email |
Select Subject/email address. |
Advance to standard order inquiry |
Select Order inquiry for an email. If the email is associated with an order number, you advance to the Order Inquiry Header Screen or the Order Inquiry Detail Screen, depending on the setting of the Default Version for Order Inquiry (C34) system control value. If the email is not associated with an order number, you advance to the Order Inquiry Scan Screen. Note: This option is not available if you advanced to this screen through standard order inquiry. |
Purpose: Use this window to review the total charges across all shipping addresses on an order, which is the initial order plus any recipient orders.
A recipient order is an order that is placed by and paid by a customer, but will ship to another address.
This window provides some basic order information (order number, number of recipients, prepaid amount, and current order balance), and breaks out the order charges by individual charge, namely:
• Merchandise
• Freight
• Additional freight
• Tax
• Handling
• Additional charges
The individual order charges for each recipient order “roll up” to this screen and are summarized in the Total bucket. This allows you to determine the total amount the customer will be charged.
The system updates this window as the customer places additional recipient orders. The system updates the Order Totals fields as you change any single order by adding or deleting items on an order or as you add additional recipient orders. Initially, the fields on the Order Totals pop-up window are blank, but are updated automatically as you enter the order.
How to display this screen: Select for Ord Totals (All Recips) at the Display More Options Screen.
This window differs from the running order totals on the order entry screens because it represents the accumulated totals for all shipping addresses on the order. The totals on the individual orders, however, represent the totals for the current order only.
About recipient orders: The Order Totals window accumulates the totals for the original order and any additional orders with different shipping addresses entered using Accept/Add Rcp.
Recipient orders use the same order number; however, the suffix attached to the Order# field indicates an alternate shipping address -- signifying a recipient order. For example, the original order is order# 1255 - 1. The system adds “- 1" to the order number to indicate the number of shipping addresses. The shipping number increases by 1 with each additional order you place.
Still using the example above, the system assigns order# 1255 - 2 to the order with a different shipping address. As a result, the system groups all related orders under the same order number, but creates separate order records for historical and order management purposes.
Field |
Description |
Order# |
A unique number assigned by the system to identify an order. Numeric, 8 positions; display-only, assigned by the system. |
# of recipients |
The number of shipping addresses on the current order. Each shipping address represents a recipient, which is the person or company for whom an order is placed. For example, when a customer places an order for herself only, there is one shipping address on the order and only one recipient. However, if the customer places an order for herself and for another person there are 2 recipients on this order -- the initial order plus a “related” orders. The initial order always is recipient number 1. You may add up to 999 recipients to an order. Note: The ship-to suffix (in an unlabeled field to the right of the Order# field) is initially set to1 to indicate the first recipient order; the system increments this field by a 1 for each additional recipient order entered using Accept/Add Rcp. Numeric, 3 positions; display-only, updated by the system. |
Merchandise |
The total value of merchandise across all recipient orders, which is the item price multiplied by the quantity ordered. This total does not include freight, additional charges (such as gift wrap or special handling), tax, or handling. The system updates this field as items are added to or canceled from each order. Numeric, 9 positions with a 2-place decimal; display-only, updated by the system. |
Freight |
The total charge for shipping all orders. The system performs this calculation based on the freight method defined for the source code on the each order. This total may depend on the quantity or weight of items ordered or on the order as a whole. The system updates this field as items are added to or canceled from each order. This field does not include any additional charges associated with shipping this item (see the Additional Freight field for these totals). Shipping charges will not be included in the order totals (and the Freight field will be blank) if the Calc freight field on all recipient orders is unselected to indicate that freight will not be calculated for these orders. Working with Offers (WOFR) discusses each freight method and freight calculation. Numeric, 7 positions with a 2-place decimal; display-only, updated by the system. |
Additional freight |
The total dollar amount for additional freight charges on all orders, above and beyond the regular shipping charges. Additional freight charges for shipper Additional freight charges for a shipper are defined in the ship via record. For example, additional shipping charges may be added to an order being delivered by an overnight shipper. Numeric, 7 positions with a 2-place decimal; display-only, updated by the system. |
Tax |
The total sales tax on all recipient orders. The value in the Tax field is based on the value of the merchandise on the order, and may also include tax on freight and handling. Tax is not accumulated in the Tax field on orders subject to VAT; instead, a hidden tax is included in the order detail line. See the description of the Tax Included in Price (E70) system control value. Numeric, 7 positions with a 2-place decimal; display-only, updated by the system. |
Handling |
The total charge for gift wrapping or special handling. What is special handling? Special handling is any type of item personalization, such as monogramming, alterations, engraving, etc. The SKU/Offer record controls whether the item may be personalized and defines the special handling charge if special handling is allowed. Can any item be gift wrapped? The SKU/Offer record controls whether an item may be gift wrapped and defines the gift wrapping charge if gift wrapping is allowed. This field will be blank if none of the items on the order will be gift wrapped or personalized. Numeric, 7 positions with a 2-place decimal; display-only, updated by the system. |
Additional charges |
The total extra charges added to each recipient order. Note: Another type of additional charge is a credit that may be added to the order during order maintenance. Additional charges may be added to the order in a variety of ways, for a variety of reasons, including: 1. An additional service charge defined for the source code, based on the dollar value of merchandise on the order. 2. An additional shipping charge defined for the item in the Shipper/Item record. 3. An additional charge entered manually through Charges. Each type of additional charge is described briefly below. Source code additional charges An additional charge may be added to an order, depending on whether service charges have been defined for the source code. In this case, a record exists in the service charges table for the source code. The system will add an additional charge to the order based on the total dollar value of merchandise. |
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Shipper/item additional charges An additional charge may be defined for an item, depending on the shipper you select to deliver the item. For example, a special shipper/item record may exist for a desk when it will be delivered by Acme Shippers. Usually, Acme Shippers charges $8.50 to deliver most items, but, because the desk is oversized and heavy, the customer will be charged $25.00 for delivery. A record exists on the system in the Shipper/ Item table that specifies this information. The $25.00 additional shipping charge will be added to the order automatically in the Additional charges field when the customer orders the desk and requests delivery through Acme Shippers. |
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Manually entered additional charges You may add any type of additional charge to an order by selecting Charges. A pop-up window appears for you to select an additional charge code and specify the additional charge. This allows you to add additional charges to an order at any time. Additional charges are defined in and validated against the Additional Charges table; see Establishing Additional Charge Codes (WADC). You may define additional charge codes for any reason, such as a store-restocking fee, duty fee, long- distance telephone charges, etc. This field will be blank if no additional charges exist on any order. Numeric, 7 positions with a 2-place decimal; display-only, updated by the system. |
Total |
The sum of all charges for all recipient orders, including: merchandise, freight, additional freight, tax, handling, and additional charges. This is the amount that the customer owes for the entire order. The order total will be adjusted by the system if the order or customer is eligible for any discounts. The system increases or decreases the order totals as orders are added or changed. Numeric, 11 positions with a 2-place decimal; display-only, updated by the system. |
Prepaid amount |
The total dollar amount prepaid on the order by the customer on check, credits, and coupons. This field is blank if no prepayment was received or if the customer will pay by credit card, A/R account or C.O.D. This is the grand total of all prepayments for each recipient order, because you must define a method of payment for each order placed. Numeric, 11 positions with a 2-place decimal; display-only, updated by the system. |
Balance |
The balance due for all recipient orders, calculated by subtracting the value in the Prepaid amount field from the value in the Total field. A zero balance? If the balance is zero: • the customer has prepaid for all recipient orders and there is no balance due from the customer, OR • the order represents a pre-order quote and not a regular order; see Entering Pre-Order Quotes. A negative balance? If the balance is negative (such as 54.99-), there is a balance due on the order that will be charged to the customer's credit card, collected on account or C.O.D., etc. A positive balance? If the balance is positive, the customer has overpaid on the prepayment amount with a check, credit, and/or coupon. Numeric, 11 positions with a 2-place decimal; display-only, updated by the system. |
The status of the order in relation to the balance is:
Balance |
Why? |
The next step is... |
Zero |
• The customer has prepaid for all recipient orders with a check, credit or coupon, OR • The order represents a pre-order quote and not a regular order; see Entering Pre-Order Quotes |
• The customer has paid what was owed. No further activity required, OR • At the customer’s request, convert the quote to a regular order; see Converting Quotes to Orders. |
Negative |
The customer has not prepaid all or part of the order. The customer owes you money (balance due). |
Charge the customer's credit card, bill the customer's account or collect the balance due on C.O.D. |
Positive |
The customer has overpaid for all recipient orders. You owe the customer some type of credit. |
Credit the customer's account the overpayment amount. The type of credit issued is determined by the payment type used on the order or the value in the Alt refund type field in the Pay Type table if you cannot credit the original pay type (such as C.O.D.). Ultimately, the system determines how you will credit the customer for the overpayment. |
Working with Telemarketing Specials
Purpose: Use the Telemarketing Specials pop-up windows during order entry to review the items on special or suggest these items to the customer. Additionally, you can set up items as telemarketing specials without lowering the price in order to upsell them.
Set up by offer: A telemarketing special is an upsell function you can use to increase the size of an order. You set up telemarketing specials at the offer level; the source code on the order header controls which telemarketing specials are available for the order.
How to display telemarketing specials: The Telemarketing Specials Window opens automatically in order entry if the Display Telemarketing Window in Order Entry (H02) system control value is selected. You can also display this window through the Display More Options Screen by selecting for the Telemarketing Specials option. If the source code on the order header does not point to an offer associated with telemarketing specials, a message indicates: There are no specials defined for the current offer (X97).
Display by item category? The Select Telemarketing Specials by Item Category (F35) system control value controls the flow of the screens related to telemarketing specials in order entry or order maintenance.
• If this system control value is unselected, you advance directly to the Telemarketing Specials Window, where you can review detail information for each item or SKU and/or add it to the order.
• If this system control value is selected, you must advance through the Select Item Category Pop-up Window and Display Telemarketing Items Window before you reach the Telemarketing Specials Window. See If Displaying by Item Category.
Updates: When you add an item on telemarketing special to an order, the system:
• updates the SKU/Offer/Page record for any orders from the Telemarketing Special
• posts the discount, if any, for the telemarketing special to the G/L number in the Discount field of the Division record. The system calculates the discount by taking the difference between the “was” (regular) item price and the “now” (telemarketing) item price (or markdown %). In the case of orders subject to VAT, the tax-inclusive sale price is listed, and the markdown percentage is calculated based on the tax-inclusive price for the offer. (You can also set up items as telemarketing specials without defining a discounted price, for upsell purposes only.)
• sets the Upsell/cross-sell field in the Order Detail table to T for each item you add to an order by selecting it from the Telemarketing Specials window, regardless of whether the item was marked down. This field does not appear on an inquiry screen in CWSerenade, but is available for querying and reports.
Price override reason: When you add a discounted telemarketing special to an order, the system uses the price override reason code defined in the Telemarketing Special system control value, if any. If this system control value is blank, the system uses the price override reason code defined in the Default Price Override Reason (B35) system control value.
About aliases: If the Display Item Alias (D56) system control value is selected and you have defined an alias for the item, the system displays the alias rather than the actual item code on each of the telemarketing specials windows. An alias is an alternate name for an item that you can use to determine if demand varies for an item depending on how and where you present it within an offer. If more than one alias exists for the item and offer, the system selects the first alias it finds searching alphanumerically.
If Displaying by Item Category
The Select Telemarketing Specials by Item Category (F35) system control value controls which windows display first when you select telemarketing specials. If this system control value is selected, the window flow is as follows:
1. Select Item Category Pop-up Window: Select an item category for display or select Items to display all.
2. Display Telemarketing Items Window: Review the base items within an item category or all item categories. This window does not displays SKUs or allow you to add an item or SKU to the current order.
3. Telemarketing Specials Window: Review original price, markdown price, and savings for each item or SKU or add the item or SKU to the order. You select Display SKUs for a SKUed or non-SKUed item at the Display Telemarketing Items Window to advance to the Telemarketing Specials Window.
Item category assignment: The system uses the item category assigned to the telemarketing special to determine how and when to display the item in the pop-up windows. If you do not assign an item category while setting up the telemarketing special for the item or SKU, the system uses any item category assigned to the item or SKU itself (but only if the Select Telemarketing Specials by Item Category (F35) system control value is selected.)
If the Display Backordered Telemarketing Special Items (F37) system control value is selected, all telemarketing special items will display at all pop-up windows, regardless or availability or inventory status.
If the Display Backordered Telemarketing Special Items (F37) system control value is unselected, backordered items or SKUs do not display in the telemarketing specials pop-up windows. To review how this works, it is helpful to look at the two different screen flows for telemarketing specials based on whether you review specials by item category:
If Select telemarketing specials by item category is unselected: You advance directly to the Telemarketing Specials Window, where only available items display. Backordered items do not display.
If Select telemarketing specials by item category is selected: Regardless of how the Display Backordered Telemarketing Special Items (F37) system control value is set, all item categories associated with any item in the Telemarketing Special table display at the Select Item Category Pop-up Window. However, when you advance to the subsequent pop-up windows you use to review telemarketing specials or select special items for the current order, only items or SKUs that are available will display. Specifically,
1. Select Item Category Pop-up Window: All categories for the offer's telemarketing specials display, regardless of availability.
2. Display Telemarketing Items Window: Non-SKUed items will not display if they are backordered. All SKUed items will display.
3. Telemarketing Specials Window: No backordered items or SKUs will display.
Select Item Category Pop-up Window
Use this window:
• to select the item category for which you would like to review telemarketing specials, or
• to indicate you would like to review all telemarketing specials.
How to display this window:
• If the Display Telemarketing Window in Order Entry (H02) system control value is selected, this window opens automatically when you select Accept after entering items on an order in order entry.
• At the Display More Options Screen, select Telemarketing Specials.
System control value: This window opens only if the Select Telemarketing Specials by Item Category (F35) system control value is selected. If this system control value is unselected, you advance directly to the Telemarketing Specials Window.
Field |
Description |
Offer |
The offer associated with the source code on the order header. Offers are defined in and validated against the Offer table; see Working with Offers (WOFR). Alphanumeric, 3 positions; display-only. |
Offer description (Unlabeled field to the right of the offer) |
The description of the offer. Alphanumeric, 30 positions; display-only. |
Categ (Category) |
A code used to classify items according to product relationships or compatibilities. For example, you might use an item category code to identify petite or tall sizes. Item Categories are defined in and validated against the Item Category table; see Working with Item Category Codes (WITG). A category is listed here only if there are any items or SKUs associated with this item category included in the offer's telemarketing specials. Alphanumeric, 4 positions; optional. |
Description |
The description of the item category. Alphanumeric, 30 positions; optional. |
Screen Option |
Procedure |
Display telemarketing specials for a specific item category |
Select Display Specials for a category to advance to the Display Telemarketing Items Window. |
Display telemarketing specials for all item categories |
Select Display all specials to advance to the Display Telemarketing Items Window. |
Display Telemarketing Items Window
Purpose: Use this window to review the items on telemarketing special within a particular item category, or within all item categories, for the offer associated with the current order. From this window, you must select Display SKUs for a SKU’d or non-SKU’d item to display detailed discount information or add the item or one of its SKUs to the order.
To review or select an item that is not assigned to an item category, you must advance to this screen by selecting Display all specials at the Select Item Category Pop-up Window.
How to display this window: Select for an item category at the Select Item Category Pop-up Window (displays that category only), or select Display all specials at the Select Item Category Pop-up Window (displays items in all categories and items not assigned to categories).
Which items are included?
• Selected category: If you advanced to this window by selecting a particular item category at the Select Item Category Pop-up Window, only telemarketing specials assigned to that item category display. If different SKUs of an item are assigned to different item categories, only items with at least one SKU assigned to the item category you selected display.
• All categories: If you advanced to this window by selecting Display all specials to select all categories, all items on telemarketing special for this offer display. If the telemarketing specials for different SKUs of an item are assigned to different page numbers, the item will display once for each different page number.
Example: If you have separate item categories for plus sizes and petites, and have an item on telemarketing special for plus sizes, petites, and regular sizes (no category), the item will appear three times on the pop-up window.
• Item availability: If the Display Backordered Telemarketing Special Items (F37) system control value is unselected, non-SKUed items will display only if they are not backordered. However, all SKUed items will display.
How do items sort? Items sort in this pop-up window in the following order:
1. numerically by page number
2. alphanumerically by item code
If the telemarketing specials for different SKUs of an item are assigned to different page numbers, the item will display once for each different page number.
Field |
Description |
Offer |
The offer associated with the source code on the order header. Offers are defined in and validated against the Offer table; see Working with Offers (WOFR). Alphanumeric, 3 positions; display-only. |
Category |
The code representing the item category you selected and its description. These fields do not display if you selected Display all specials at the Select Item Category Pop-up Window to display all categories. Category: alphanumeric, 4 positions; display-only. Description: alphanumeric, 30 positions; display-only. |
Page# |
The number of the page where the telemarketing special appears. This is the number assigned to the telemarketing special only, and may differ from the page number assignment for the item/offer. Numeric, 5 positions; optional. |
Item |
The code representing the unit of inventory on telemarketing special. If the item has SKUs, the base item only is listed. If different SKUs of a SKU’d item are assigned to more than one page number the item will display separately for each page number. Alphanumeric, 12 positions; optional. |
Description |
The description of the item. Alphanumeric, 40 positions; display-only. |
Price |
The price at which you are offering this item as a telemarketing special. If there is one or more SKU offered as a telemarketing special in the same item category, the price of the first SKU (selected by page number, then in alphanumeric order) is indicated. Note: The telemarketing special price need not represent a discount on the offer price. If the current order is subject to tax-inclusive pricing, the tax-inclusive price is listed. Numeric, 7 positions with a 2-place decimal; display-only. |
Message (Unlabeled field below the item) |
A descriptive or persuasive message for the telemarketing special. Alphanumeric, 70 positions; display-only. |
How to use this window: To review details of the telemarketing special pricing or add an item or SKU to the order, you must advance to the Telemarketing Specials Window, regardless of whether the item has SKUs. Select for the item; otherwise, select Exit to return to the Select Item Category Pop-up Window.
Purpose: This window presents important information about the item, including the regular price, the telemarketing special price, the markdown on the item, and the quantity immediately available to sell.
How to display this window:
• If the Select Telemarketing Specials by Item Category (F35) system control value is unselected, you can display this window by selecting Telemarketing Specials at the Display More Options Screen. All telemarketing specials for the order display. Additionally, if the Display Telemarketing Window in Order Entry (H02) system control value is selected, this window opens automatically when you select Accept after entering items on an order in order entry.
• If the Select Telemarketing Specials by Item Category (F35) system control value is selected, you can display this window by selecting Display SKUs for a SKUed or non-SKUed item at the Display Telemarketing Items Window.
Note: If the Display Backordered Telemarketing Special Items (F37) system control value is unselected, only available, regular inventory items display; otherwise, all eligible telemarketing specials display.
How do items sort? If the Select Telemarketing Specials by Item Category (F35) system control value is unselected, items sort in this pop-up window in the following order:
1. alphanumerically by item category, with blank categories (i.e., unassigned) coming first (Note: the item category itself does not display)
2. numerically by page number
3. alphanumerically by item code
If the Select Telemarketing Specials by Item Category (F35) system control value is selected, this window displays only SKUs of the same item.
• If you advanced to this window by selecting an item category: Only the SKUs assigned to the selected item category display.
• If you advanced to this window by selecting Display all specials to display all categories: All SKUs for the item display. SKUs are sorted by item category (with blank categories appearing first), then by page number.
Field |
Description |
Offer |
The offer associated with the source code on the order header. Offers are defined in and validated against the Offer table; see Working with Offers (WOFR). Alphanumeric, 3 positions; display-only. |
Category |
The code representing the item category you selected and its description. These fields do not display unless you selected an item category at the Select Item Category Pop-up Window. Category: alphanumeric, 4 positions; display-only. Description: alphanumeric, 30 positions; display-only. |
Qty (Quantity) |
Use this field to enter the number of units of the item or SKU to add to the order. Numeric, 5 positions; required. |
Page# |
The number of the page where the telemarketing special appears. This is the number assigned to the telemarketing special only, and may differ from the page number assignment for the item/offer or SKU/offer. Numeric, 5 positions; display-only. |
Item |
The code for the item. Items are defined in and validated against the Item table. Alphanumeric, 12 positions; display-only. |
SKU |
The specific style of the item, such as its color, size, width, etc. Alphanumeric, three 4-position fields; display-only. |
Was |
The regular selling price of the item specified for this offer. When this window opens on an order subject to VAT, the regular tax-inclusive price is listed. If there is no offer price set up for the item or SKU, .00 is listed. Numeric, 7 positions with a 2-place decimal; display-only. |
Now |
The price of the item for the telemarketing special. When this window opens on an order subject to VAT, the tax-inclusive sale price is listed. Numeric, 7 positions with a 2-place decimal; display-only. |
Save |
The dollar amount you save off the original offer price for each unit you purchase at the telemarketing special price. This amount is calculated by subtracting the telemarketing special price for the offer price. When this window opens on an order subject to VAT, the calculation is based on the tax-inclusive pricing. The telemarketing special price is listed here if there is no offer price for comparison. Numeric, 5 positions with a 2-place decimal; display-only, calculated by the system. |
Markdown% |
The percentage discount taken off the item's regular price during the Telemarketing Special. The system calculates this value by dividing the “save” amount (dollars saved) by the “was” price (original offer price. When this window opens on an order subject to VAT, the calculation is based on the tax-inclusive pricing. Numeric, 5 positions with a 2-place decimal; display-only, calculated by the system. |
Item description (Unlabeled field below Item field) |
The description associated with the item, from the Item table. Alphanumeric, 25 positions; display-only. |
Avl (Quantity available) |
The quantity of the item or SKU available. A negative number indicates that the item or SKU is backordered. Numeric, 7 positions; display-only. |
Message (Unlabeled field below the item) |
A descriptive or persuasive message for the telemarketing special. If the item or SKU is already on the current order, the following message indicates: <<< On Current Order >>> Alphanumeric, 70 positions; display-only. |
How to use this window:
1. If necessary, press Page Down to locate the item or SKU desired.
2. Enter the desired quantity of the item or SKU in the Qty field.
3. Repeat for each desired item.
4. Select OK. You return to the Display More Options Screen if the Select Telemarketing Specials by Item Category (F35) system control value is unselected; otherwise, you return to the Display Telemarketing Items Window. Also, a message indicates:
Item (AN123 PINK SMLL) has been added to current recipient (1).
Item status messages: An item status message may display if it is associated with a selected item. You can set up a one- or two-line message to display in order entry based on a status code you assign to an item. The Item Status Message Window will display after you add an item on telemarketing special to the order. See Working with Item Status (WIST).
Purpose: Use this screen to identify items that appeal to a customer’s preferences. You can offer those items as potential add-on sales when the customer places an order.
About affinity add-on sales: The Affinity Add-on Sales function tracks each customer’s order history to determine the customer affinity preferences (See: Working with Customer Affinity Preferences (WCST)). The Select Affinity Items pop-up window presents upsell items from your current offer (the offer linked to the source code on the order header) which match the customer’s preferences.
The system tracks customer preferences for specific Attributes of the items you offer for sale, and specific Values of those attributes. For example, a customer might have a preference for the attribute Fabric, and prefer linen or cotton. You can link these Item Attributes and Values to items or SKUs you offer for sale. The Select Affinity Items window will list all items from the current offer whose attribute values match the customer’s preference for specific attribute values.
For more information:
• Setting up affinity preference items: Affinity Add-on Sales
• Customers’ affinity preference records: Customer Service Working with Customer Affinity Preferences (WCST)
How to display this screen:
• This window opens when you select Customer Affinity at the Display More Options Screen.
• This window also opens when you accept a customer’s order, provided:
• the Display Customer Affinity Upon Order Accept (G58) system control value is selected
• the Display Order Recap (A75) system control value is selected
• the customer has been flagged as having one or more affinity preferences at the Work with Affinity Preferences Screen
Field |
Description |
Qty (Quantity) |
The quantity of the item you want to add to the customer’s order. When you enter a quantity, the system displays the following message: Item (XXXXXXX) has been added to current recipient (X). Numeric, 5 positions; optional. |
Item |
The item code for an item that qualifies as a customer affinity preference. For a customer who is flagged for an affinity preference, all items from the current offer (the offer associated with the source code on the order header) which are linked to the customer’s preference will display on this window, unless the items have already been added to the order. Example: The customer’s source code on the order header indicates that she is ordering from your FALL offer, and she has been flagged for a preference for linen. The Select Affinity Items pop-up window will list all items in your FALL offer which are linked to the attribute value Linen, excluding items which are already on the customer’s order. See Work with Item Attributes and Values (WIAT) for information about setting up affinity preference items. Alphanumeric, 12 positions; display-only. |
Price |
The price of the item, in the offer associated with the source code on the order header. Numeric, 5 positions with a 2-place decimal; display-only. |
Page # |
The page number in the current offer for this item. Numeric, 5 positions; display-only. |
Avail |
The available quantity for this item. See Inquiring into Item Availability (DIAV). Numeric, 7 positions; display-only. |
Exp Dt (Expected date) |
The expected date of delivery of this item if you have outstanding purchase orders for the item. Note: If the item is SKU’d, the expected delivery date will display only for the SKUs of the item (Select Display Skus for an item). Numeric, MM/DD/YY format; display-only. |
Exp qty (Expected quantity) |
The expected quantity you are expecting to have delivered for this item, if you have outstanding purchase orders for the item. Note: If the item is SKU’d, the expected delivery date will display only for the SKUs of the item (Select Display SKUs for an item). Numeric, 7 positions; display-only. |
Screen Option |
Procedure |
Display the SKUs of an item |
Select Display SKUs for an item to advance to the Select Affinity SKUs window, where you can select a SKU to be included on the order. |
The following options are available at this window only for non-SKUed items; to use these options for SKUed items, you must advance to the Select Affinity SKUs window. |
|
Select an item to include on the order |
Enter a quantity in the Quantity field next to the item. |
Display item availability by warehouse |
Select Avail for an item to advance to the Item Availability Screen. |
Display quantity price breaks |
Select Pricing for an item to advance to the Display Quantity Pricing Window. |
Display open purchase order information |
Select POs for an item to advance to the Display Open Purchase Orders Screen. |
Display the attributes/values that created the affinity preference |
Select Attributes for an item to advance to the Display Item Attribute screen. |
Display item information |
Select Info for an item to advance to the Work with Item Information Screen (Customer Service Template). |
How to display this screen: Select Display SKUs for a SKUed item at the Select Affinity Items Window.
See Select Affinity Items Window for field descriptions and options, except for the following option:
Screen Option |
Procedure |
Hide/display options fields |
Select Options on/off. |
Work with Subscriptions Screen
Purpose: Use this screen to view the subscription items ordered by a customer. The system adds a record to this table automatically when you generate a pick slip for a subscription item. This table provides the required information to fulfill or modify the customer's subscription.
This option is not available in order entry or maintenance, only standard order inquiry.
Definition: A subscription item is:
• identified by a selected Subscription field in the Item record
• defined as a non-inventory item in the Item record (selected Non-inv field)
• defined further in the Item Subscription table in terms of the current issue, frequency of issues, etc.
• express billed (the entire amount) and closed immediately by the system when you generate a pick slip for the order
For more information: For more information on generating an extract file of customers to receive subscriptions, or on purging this file, see Processing and Purging Subscriptions.
How to display this screen: At the Display More Options Screen, Select for the Subscriptions option. You can also display this screen by selecting Subscriptions for a customer on any Work with Customers screen (see Selecting Customers), or selecting Subscriptions at the Change Customer or Create Customer screen (see Creating and Updating Sold-to Customers (WCST)).
Field |
Description |
Customer # |
A number to identify the customer receiving the subscription. Numeric, 9 positions; display-only, assigned by the system. |
Customer name (Unlabeled field to the right of the customer number) |
The name of the customer receiving the subscription. Alphanumeric, 41 positions; display-only. |
S (Status) |
The status of the subscription. Valid values include: • Cancelled = changed to this status when the operator cancels the subscription using option 4 on the Work with Subscriptions screen. Note: Canceling the order detail line containing the subscription item does not update the status of the subscription item to Cancelled; you must manually update the status by using option #4 to cancel. Additionally, if you use an outside service to fulfill your subscriptions, you must notify them of any cancellations to active subscriptions. • Closed = Expired; automatically updated to this status when expiring issue = last issue sent. If this subscription was included in a subscription extract file you generated using Select All Open Subscriptions, the status of the subscription will be Closed. See Generating the Subscription Extract Table (WGSE). • Open • Purged Updated by the system. |
Customer Order Item History Screen
Purpose: Use this screen to review items that a customer has previously ordered.
How to display this screen: Select Customer Order Item History at the Display More Options Screen, or select Cust Item History at the Customer Selection Screen.
Initial display: The Customer Order Item History screen displays items ordered by the customer in reverse chronological order based on entered date.
Field |
Description |
Sold To |
The number that identifies the customer who placed the order, and the customer’s first name, last name, and middle initial. If the customer does not have a last name, then the company name is displayed. This is the sold-to customer on the current order, if you advanced to this screen from standard order inquiry; otherwise, it is the customer you are currently reviewing at the Customer Selection Screen. Sold to number: Numeric, 9 positions; display-only. Sold to name: Alphanumeric, 41 positions (last name, first name middle initial format); display-only. Sold to company: Alphanumeric, 30 positions; display-only. |
Date |
The date when the item was added to the order, if the item was added after initial order entry, such as through an exchange; otherwise, this is the same as the entered date for the order. Numeric, 6 positions (MM/DD/YY format); optional. |
Item |
The code identifying the item ordered. Note: Place your cursor over the Item code to display the item description. Alphanumeric, 12 positions; optional. |
Colr Size Othr |
The SKU elements that further identify an item, such as its color or size. Alphanumeric, three 4-position fields; optional. |
Order # |
A unique number assigned by the system to identify the order. Numeric, 8 positions; display-only. |
Ship To # |
The number identifying the shipping address for the order. A number greater than one indicates that the order has multiple shipping addresses. Numeric, 3 positions; display-only. |
Sts |
The status of the line on the order. Possible statuses are: • X = Closed. The item was shipped, or cancelled with a cancel reason code flagged to reduce demand. This status can also indicate a return that was created by entering a negative quantity, rather than by processing a return against a shipped order line. • B = Billing or Express Bill. An express-bill order has been submitted to the billing async job, which has not yet processed the record. • C = Canceled. The item was canceled using a cancel reason that was not flagged to reduce demand. • H = Held. The item (but not necessarily the order) was put on hold to prevent printing it on a pick slip. • S = Sold Out. The line item was sold out, either by an operator or automatically by the system. • E = Error. You received the order through the order API, and there are one or more errors related to the item. In this case, the order is suspended until you fix the error(s). • Blank = the line is open. An open line might be partially or fully backordered, or have had a partial shipment or cancellation take place. Alphanumeric, 1 position; display-only. |
Price |
The single-unit price of the item, after applying all discounts and repricing. The item price does not include other charges on the order such as freight, tax, handling, or additional charges. Note: If the item was added at no charge, such as a free gift or a component of a set, the Price field is blank. Numeric, 7 positions with a 2-place decimal; display-only. |
Qty Ord |
The total number of units of the item ordered. A minus sign indicates a return created by entering a negative quantity in order entry. This field is blank when you cancel a line using a cancel reason flagged to reduce demand. Numeric, 5 positions; display-only. |
Qty Ship |
The total number of units of the item that have been shipped. A minus sign indicates a return created by entering a negative quantity in order entry. Numeric, 5 positions; display-only. |
Qty Rtn |
The total number of units of the item returned or exchanged. This field is blank for a return created by entering a negative quantity in order entry. This field is updated when the return is received. Numeric, 5 positions; display-only. |
Ship Date |
The most recent ship date for the item. If the line has more than one shipment date because of multiple shipments, the most recent shipment date is displayed. This situation might occur if there was a backordered quantity which you were later able to ship, or because the order line was for more than one unit but the item is flagged as “ship alone” (indicating that each unit must ship separately). Numeric, 7 positions; display-only. |
Brokered Backorder Summary Screen
Purpose: Use this screen to review the status of all brokered backordered lines on the order.
How to display this screen: Select Brokered Backorder Summary at the Display More Options Screen. This option is available only if the order includes any brokered backordered lines.
For more information: See Brokered Backorders for more information on brokered backorders.
Field |
Description |
Order # |
The order number and ship-to number that you are currently reviewing. Order number: numeric, 8 positions; display-only. Ship-to number: numeric, 3 positions; display-only. |
Line # |
The sequence number in the Order Detail table that identifies the order line to be fulfilled through the Order Broker integration. The sequence number might differ from the order line number displayed in order maintenance or order inquiry if, for example, you deleted or canceled one of the previous lines on the order. Numeric, 5 positions; display-only. |
Item/SKU |
The item and SKU fulfilled through the Order Broker integration. Item: alphanumeric, 12 positions; display-only. SKU: alphanumeric, three 4-position fields; display-only. |
Order qty |
The ordered quantity for the order detail line. Numeric, 5 positions; display-only. |
Qty |
The quantity of a brokered backorder line that is currently assigned to Locate for fulfillment, or that has been fulfilled or canceled. Numeric, 5 positions; display-only. |
Location |
The location selected by the Order Broker to fulfill the brokered backorder. See the Order Broker Fulfilling Location for a discussion, including information on when the location might be blank. Alphanumeric, 50 positions; display-only. |
Status |
The current status of the Order Broker request.The description is to the right, separated by a hyphen (-). See the Brokered Backorder Fulfillment Process: After Order Creation and Status Updates for a discussion of possible statuses. Status code: alphanumeric, 1 position; display-only. Status description: alphanumeric; display-only. |
