This section describes known issues and workarounds for Oracle Commerce Cloud Service Agent Console.
Agents are unable to use email address as a criteria when searching for anonymous shopper orders
Agents are unable to search for unregistered shopper orders (or anonymous shoppers) using their email address as search criteria.
Workaround: Use other search criteria, such as Order ID, Shipping Address, etc. when searching for orders created for anonymous shoppers.
Issues occur when handling order amendments, cancellation, and returns for items deleted from or inactive in the catalog
These issues occur in the Agent Console.
For deleted items:
When editing orders containing deleted items, an error states that the edit failed and the inventory record was not found.
When cancelling an order containing a deleted item, an error states that the order amendment progress check could not be completed.
With fulfilled orders with deleted items, the Return and Exchange buttons are not being displayed.
For inactive items:
When editing an order with inactive items, the inactive items are deleted from the order and the cart is repriced accordingly. No message is displayed when the repricing or deletion of inactive line item occurs.
When exchanging an inactive item, no errors are displayed explaining that an inactive item cannot be exchanged.
Workaround: If at all possible, avoid deleting items from the catalog.
Newly-created customers are not immediately searchable
Customer searches are not successful immediately upon addition to the system.
Workaround: As this is an indexing issue and depends on how frequently the indexing process is set to run by a merchant, re-try the search after several seconds.
Order Rest APIs accept invalid values for Price Override Reason
Workaround: The API can be used with valid values.
The product image does not display properly on the email template related to the return of items by the shopper
Workaround: The merchant can customize the email template to correct this issue.
Text for various search menus is shown in English even if the browser locale is not set as English
Workaround: Limited terms in some menus pertaining to states are in English. A one-time translation sheet can be provided to agents for manual lookup.
Shipping method is not populated for newly-created gift card products
No proper error message is provided when a gift card is added as an order item and no shipping method is defined.
Workaround: Ensure when creating a new link that values are added for all required fields. The error message continues to be unclear.
In the default email templates, Order ID and Product Name links to the merchant admin URL instead of Storefront
Workaround: The merchant can customize the links and template to point to the correct URL.
Incorrect rounding off differences up to $0.02 observed while calculating refunds in some scenarios
Workaround: Manual adjustments can be made during the refund process to ensure the proper amount is refunded.
The session timeout warning is not shown to the user if the session is about to expire
Workaround: The system shows the login page again. The agent can login again to continue.
Multiple screen reader issues occur related to some page titles, buttons, and errors
These issues occur when the screen reader fails to read data correctly on the screen. Functionality is not affected.
Upper case / lower case not handled properly while performing a search in languages with special characters
An example of a language that is affected by this issue is German.
Workaround: A search using the correct case does return the matching values. If the case is not known, conduct a second search.
A rejected exchange request against an already processed exchanged order remains in pending state
Workaround: Though this is considered a rare scenario, should it occur, complete the refund manually.
