Customer Service Secured Features

Enter Return Authorization (A28)

This feature enables a user to enter returns through Work with Return Authorizations (WRTA), order entry, and order maintenance. See Managing Returns.

• Allow = a user can enter returns through Work with Return Authorizations (WRTA), order entry, and order maintenance.

• Exclude = a user cannot enter returns through Work with Return Authorizations (WRTA), order entry, and order maintenance.

Note: You do not need authority to this secured feature in order to process a return received through the Inbound Return API.

Receive Return Authorization (A29)

This feature enables a user to receive returned merchandise through Work with Return Authorizations (WRTA), Receive Return Authorizations (WRAR), order entry, and order maintenance. See Managing Returns.

• Allow = a user can receive returned merchandise through Work with Return Authorizations (WRTA), Receive Return Authorizations (WRAR), order entry, and order maintenance.

You must also have authority to enter return authorizations in order to receive them.

• Exclude = a user cannot receive returned merchandise through Work with Return Authorizations (WRTA), Receive Return Authorizations (WRAR), order entry, and order maintenance.

Note: You do not need authority to this secured feature in order to process a return received through the Inbound Return API.

Credit Return Authorization (A34)

This feature enables a user to post the credit associated with the return or exchange through Work with Return Authorizations (WRTA), Receive Return Authorizations (WRAR), Credit Return Authorizations (WRAC), order entry, and order maintenance. See Managing Returns.

• Allow = a user can post the credit associated with the return or exchange through Work with Return Authorizations (WRTA), Receive Return Authorizations (WRAR), Credit Return Authorizations (WRAC), order entry, and order maintenance.

You must also have authority to enter and receive return authorizations in order to credit them.

You must have full authority to create, receive, and credit return authorizations to process a return through order entry and order maintenance.

• Exclude = a user cannot post the credit associated with the return or exchange through Work with Return Authorizations (WRTA), Receive Return Authorizations (WRAR), Credit Return Authorizations (WRAC), order entry, and order maintenance.

Note: You do not need authority to this secured feature in order to process a return received through the Inbound Return API.

Modify Existing Messages (A30)

This feature enables a user to modify existing messages in Order Entry and Order Maintenance. Users are able to add new messages regardless of how this secured feature is set.

• Allow = a user can modify existing messages in Order Entry and Order Maintenance.

• Exclude = a user cannot modify existing messages in Order Entry and Order Maintenance.

Display Invoice Cost in O/I (A36)

This feature enables a user to display the invoice cost in standard order inquiry. This information is included in the Display Invoice Header Screen. You can advance to this screen by selecting Invoices and then Display for an invoice in standard order inquiry.

• Allow = a user can display the invoice cost in Order Inquiry.

• Exclude = the Cost field does not appear on the Display Invoice Header screen.

Maintenance of Hold/Fraud/Bypass Flag (A57)

This feature enables a user to change the value in the Hold/bypass/fraud field for a sold-to customer.

• Allow = a user can change the value in the Hold/bypass/fraud field for a sold-to customer.

• Exclude = the field is still on the screen. However, if the user attempts to change the value in the field, a message indicates:

Not authorized to maintain.

 

The valid values for the Hold/bypass/fraud field are:

• Hold = Hold all orders for the customer

• Fraud = Hold all orders for the customer and flag the customer as fraudulent

• Bypass = Bypass the normal credit check for this customer's orders

 

Access to Customer Pop-up Messages (A79)

This feature controls access to the four Pop up window messages 1-4 message fields in Work with Customers (fast path = WCST).

• Allow = the user can create or change the four pop-up window message fields in Work with Customers.

• Exclude = the four pop-up window message fields in Work with Customers are display-only.

Order Hold Reason Release Authority (A77)

This feature controls the ability to release orders from hold. Orders can be on hold at the pay type level or the recipient level as well as the header level; however, this feature controls header-level holds only.

This feature controls your ability to release an order from hold by:

• clearing the Hold reason field at the header screen in order maintenance

• selecting Release for an order in Releasing Held Orders (ERHO)

• using Manual Credit Card Authorization (MCCA) to authorize an order when the Release from hold flag is selected

Valid values:

• Allow = the user can release an order from header-level hold.

• Exclude = the user cannot release an order from header-level hold.

Authority to specific hold reason codes: You can also set authority to specific order hold reason codes for a user or user class. Any authority level you set for a user class acts as an override to the secured feature setting; similarly, any authority level for a user overrides any other authority setting. The complete hierarchy for determining a user's authority to release orders is:

• user authority for specific order hold reason code

• user class authority for specific order hold reason code

• user authority for secured feature

• user class authority for secured feature

• secured feature default setting

The system checks each setting in order, skipping any blank settings, until it finds a ALLOW or EXCLUDE setting.

For more information: See Establishing Order Hold Reason Codes (WOHR) for more information on setting authority levels for specific order hold reason codes.

Return Disposition Authority (A83)

This feature controls the ability to process a return in order entry, order maintenance, and Return Authorization (fast path = WRTA) using a specific return disposition value.

• Allow = the user can process a return using the return disposition value specified.

• Exclude = the user cannot process a return using the return disposition value specified, unless the individual return disposition value authority is set to *ALLOW.

Authority to specific return disposition values: You can also set authority to specific return disposition values for a user or user class. Any authority level you set for a user class acts as an override to the secured feature setting; similarly, any authority level for a user overrides any other authority setting. The complete hierarchy for determining a user's authority to processing a return using a specific return disposition value is:

• user authority for specific return disposition value

• user class authority for specific return disposition value

• user authority for secured feature

• user class authority for secured feature

• secured feature default setting

The system checks each setting in order, skipping any blank settings, until it finds a ALLOW or EXCLUDE setting.

Note: You do not need authority to this secured feature in order to process a return received through the Inbound Return API.

For more information: See Establishing Return Disposition Values (WRDV) for more information on setting authority levels for specific return disposition values.

Change Invoice Payment Information (A82)

This feature controls whether the user can change information regarding a deferred or installment payment plan, such as the credit card number and the deposit release date, once the invoice has been created.

• Allow = the user can change information regarding a deferred or installment payment plan once the invoice has been created. To change invoice payment method information, select Change for an invoice payment method record on the Invoice Pay Summary Screen in standard order inquiry.

• Exclude = the user cannot change information regarding a deferred or installment payment plan once the invoice has been created. An error message indicates when the user selects Change for an invoice payment record on the Invoice Pay Summary screen in standard order inquiry:

Not authorized to change invoice payment information.

 

See Deferred/Installment Billing Overview.

Delete Customer Call Log Records (A78)

This feature controls the ability to delete log entries describing calls or attempted calls between a customer and an operator.

About call logs: A call log entry records information such as the time and date of a call, whether it was inbound or outbound, the results of the call, and the customer's telephone number. You can log calls if you actually use the CTI (computer telephony integration) interface, or if you simply use the CTI Customer Selection screen for order entry and customer service purposes. The user can create call log entries; also, the system automatically creates a call log record for each call activity if the Update CTI Customer Call Log (F27) system control value is selected.

To work with call logs: You can work with call log entries by selecting Call Log at the CTI Customer Selection screen. This screen opens automatically when you are selecting a customer in order entry if the Use Computer Telephony Integration (F26) system control value is selected, and if your user profile indicates this screen should default. The Work with Customer Call Log Screen (WCLL) is also available through a separate menu option.

• Allow = the user can delete a call log entry at the Work with Customer Call Log screen by selecting Delete for a log entry.

• Exclude = the user cannot delete a call log entry; instead, an error message indicates: Not authorized to Delete.

Restrict Access to Credit Card Numbers in OI and OM (A88)

This feature controls:

• whether the user has access to the credit card number and credit card expiration date in order maintenance and inquiry.

• whether the user has access to the stored value card number in order maintenance and inquiry.

Valid values:

• Allow = the user has access to the number. If you use credit card tokenization, the number may be a token rather than the actual credit card number.

If the user does not have authority to the Display Full Credit Card Number (B14) secured feature, the credit card number is in the format specified at the Credit Card Number Layout Screen for the associated pay type. For example, ************1111 may display instead of the entire credit card number. See Credit Card Number Format in the online help for an overview.

Credit card audit logging: If a user has access to both this secured feature and the Display Full Credit Card Number (B14) secured feature, the system writes a record to the Credit Card Audit table whenever the user displays a screen that includes a credit card number. See Logging Credit Card Data Access in the Security Guide for more information.

• Exclude = the user cannot view the number.

Also, the user cannot change a credit card payment method on an order. If the credit card information requires a change, the user must delete the payment method and reenter a new credit card payment method.

Continue Authorization without Receipt (A90)

This feature controls whether a user can approve authorizations automatically without receiving the authorizations from the service bureau.

• Allow = the user can approve authorizations automatically without receiving the authorizations from the service bureau.

• Exclude = the user cannot approve authorizations automatically without receiving the authorizations from the service bureau.

This secured feature works with the Default Vendor Response for Automatic Authorizations (G10) system control value.

Maintenance of Bypass Credit Check Field in Source Code File (A87)

This feature controls whether a user can change the value defined in the Bypass credit check field on the Create Source Code and Change Source Code screens in Work with Source Codes. The bypass credit check field defines whether to bypass the credit checking the system performs for an order.

• Allow = the user can change the value defined in the Bypass credit check field on the Create Source Code and Change Source Code screens in Work with Source Codes.

• Exclude = a message indicates if the user tries to change the value defined in the Bypass credit check field on the Create Source Code and Change Source Code screens in Work with Source Codes:

Unauthorized to change Credit Check flag.

 

Change Customer Action Notes Description (A93)

This feature controls whether a user can change an existing customer action note description on the Edit Customer Actions Window and on the Work with Email by Order Number Screen.

• Allow = the user can change the description of a customer action note that has already been created. To change a customer action note description, select Change for the customer action note on the Work With Customer Action Notes screen, or enter over the description on the Edit Customer Actions pop-up window accessed through Order Entry, Order Maintenance, Work with Return Authorizations and Work with Customers.

• Exclude = the user cannot change the description on the Edit Customer Actions pop-up window, and when the user selects Change for a customer action note on the Work With Customer Action Notes screen, a message indicates:

Not authorized to change.

 

Add Customer Action Detail Notes (A94)

This feature controls whether a user can add customer action detail notes to a customer action note that has already been created.

• Allow = the user can add extra lines of detail notes on the Customer Action Note Details Screen. To add detail notes, select Detail Notes for a customer action note on the Work with Customer Action Notes screen (fast path = WCAN), or on the Edit Customer Actions pop-up window accessed through Order Entry, Order Maintenance, Work with Return Authorizations, and Work with Customers.

• Exclude = the user cannot add extra lines of detail notes on the Customer Action Notes Detail screen, but can still view existing lines by selecting Detail Notes for a customer action note, and the user with access to the Change Customer Action Detail Notes (A95) secured feature can change the detail notes already created.

The Change Customer Action Detail Notes (A95) secured feature controls whether the user can change existing action detail notes.

Change Customer Action Detail Notes (A95)

This feature controls whether a user can change customer action detail notes that have already been created.

• Allow = the user can change detail notes that have already been created on the Customer Action Note Details Screen. To change detail notes select Detail Notes for a customer action note on the Work With Customer Action Notes screen (fast path = WCAN), or on the Edit Customer Actions pop-up window accessed through Order Entry, Order Maintenance, Work with Return Authorizations, and Work with Customers.

• Exclude = the user cannot change detail notes that have already been created on the Customer Action Notes Detail screen; the existing detail notes are display-only. However, a user with access to the Add Customer Action Detail Notes (A94) secured feature can add extra lines of detail notes to the display-only existing notes.

The Add Customer Action Detail Notes (A94) secured feature controls whether the user can add extra lines of detail notes to the existing detail notes.

Delete Customer Action Notes (A96)

This feature controls whether a user can delete customer action notes that have already been created.

• Allow = the user can delete a customer action note. Select Delete for a customer action note on the Work with Email by Order Number Screen or on the Edit Customer Actions Window accessed through Order Entry, Order Maintenance, Work with Return Authorizations, and Work with Customers.

• Exclude = a message indicates when the user tries to delete a customer action note:

Not authorized to delete.

 

Change Customer Action Notes Status/Work in Process (A97)

This feature controls whether a user can change the status of a customer action note from O (open) to W (work in process).

• Allow = the user can update the status of a customer action from Open to Work in Process. Select Work in Process for a customer action note on the Work with Email by Order Number Screen or on the Edit Customer Actions Window accessed through Order Entry, Order Maintenance, Work with Return Authorizations, and Work with Customers.

If the current user is not the user assigned to follow up the issue when the customer action note was created, a pop-up window indicates the user ID that is already assigned. To override the assigned user, select Accept. In this case your name replaces the assigned user's name on the Edit Customer Actions pop-up window, and in the Worked On User field on the Work With Customer Action Notes screen.

• Exclude = a message indicates when a user tries to use the Work in Process option:

 

Not authorized to this option.

 

Work in Process is similar to Detail Notes; both options advance you to the Customer Action Detail Notes screen, but only Work in Process changes the status of the customer action note.

Change Customer Action Notes Status/Resolve (A98)

This feature controls whether a user can resolve customer action notes.

• Allow = the user can update the status of a customer action note from Open or Work in Process, to Resolved. Select Resolve for a customer action on the Edit Customer Actions Window to change the status of the action to Resolved, or select Resolve for a customer action note on the Work with Email by Order Number Screen to remove the action note from the screen.

A resolved customer action note is not included on the Work With Customer Action Notes screen, but is still included, showing a status of Resolved, on the Edit Customer Actions pop-up window.

• Exclude = a message indicates when the user tries to resolve a customer action note:

 

Not authorized to this option.

 

Maintain Check Interface Download Date (A99)

This feature controls whether the user can change the date defined in the Check interface download date field on the Enter Cash Control Pop-Up window in order maintenance.

• Allow = the user can change the Check interface download date at the Enter Cash Control pop-up window in order maintenance.

• Exclude = the Check interface download date field on the Enter Cash Control pop-up window in order maintenance is display-only.

Delete Return Authorizations (B03)

This feature controls whether the user can delete a return authorization that has been created, but not yet received or credited.

• Allow = the user can delete a return authorization at the following screens:

- standard return authorization process: Work with Return Authorization Detail Screen

- streamlined return authorization process: Work with RA Detail for Item Screen

The Use Streamlined Return Authorizations (F44) system control value defines whether you use the streamlined or standard process.

• Exclude = the system displays the following message if the user attempts to delete a return authorization:

 

Not authorized to Delete

 

Note: You cannot delete a return authorization once it has been received.

About creating a return authorization: Return authorization is broken out into the three discrete steps of creation, receiving, and crediting when you use either standard or streamlined return authorizations or the E-Commerce Interface. When you process a return through order entry or order maintenance, the system creates, receives, and credits the return at once “behind the scenes.”

Maintenance of Customer Class Field (B07)

This feature controls whether the user can enter or maintain the customer class field at the following screens:

• order entry and order maintenance:

- Change Cust Sold to Name & Address Screen

- Work with Order Screen

- Expand Name/Address Screen

• catalog requests: Create Catalog Request Screen

• customer maintenance:

- First Create Sold To Customer Screen

- First Change Sold To Customer Screen

Valid values:

• Allow = the user can enter or maintain the customer class.

• Exclude = the system displays the following message if the user attempts to enter or maintain the customer class:

Not authorized to maintain customer class

Important: You can use the Require Customer Class in OE, WCAT, and WCST (H85) system control value to require the customer class field at all of the above screens. If you select this system control value, a user who does not have authority to the customer class field cannot enter or maintain an order, enter a catalog request, or perform customer maintenance for any customer that does not already have a customer class assigned.

For more information: See Setting Up the Customer Class Table (WCCL) for a discussion of customer class.

Changed Routed Email (B08)

This feature controls whether the user can advance to the Change Email Screen for an email that has been assigned to a customer.

• Allow = you can use the Display Email Screen to review all of the same information.

• Exclude = the system displays an error message if the user selects Change for a routed (assigned) email:

Not authorized to Change

Access to the Change Email screen is secured at the:

• Work with Email by Order Number 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

Note: This feature does not control access to the Change Email screen through the Working with Email (WEML) menu option; use this menu option to work with emails that have not been assigned to a customer.

Update All Ticklers (B09)

This feature controls whether the user can update all ticklers, regardless of whether the tickler is not assigned to the user or the user’s tickler groups.

• Allow = the user can update any tickler, regardless of whether the tickler is not assigned to the user or the user’s tickler groups 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.

• Exclude = the user can update only ticklers assigned to the user or the user’s tickler groups. However, the user can still release an order associated with the tickler from hold.

Note: You should give your tickler supervisors access to this secured feature.

You can update ticklers on the following screens:

• Work with Tickler Screen (user/group view)

• Workflow Management Screen

• Work with Ticklers Screen (sold to customer view)

• Work with Ticklers Screen (ship-to customer view)

• Work with Ticklers Screen (bill-to customer view)

• Work with Ticklers Screen (order view)

Change Associate Customer Flag (B10)

This feature controls whether the user can change the value defined for the Associate field on the Second Create Customer Sold To Screen, Second Change Customer Sold To screen, or the Work with Order Screen.

• Allow = the user can change the setting of the Associate field.

• Exclude = the user cannot change the setting of the Associate field. An error message indicates if the user tries to change the setting: Not authorized to change Associate Customer.

Change Alternate Customer Number (B11)

This feature controls whether the user can change the Alternate customer number on the Second Create Customer Sold To Screen and Second Change Customer Sold To screen.

• Allow = the user can change the Alternate customer number

• Exclude = the user cannot change the Alternate customer number. An error message indicates: Not authorized to add/change Alt Customer #.

Create Manual Tickler (B13)

This feature controls whether the user can create a MN (manually created) tickler at the Create Tickler Screen.

• Allow = the user can create a MN tickler.

• Exclude = the user cannot create a MN tickler. The screen displays the error message: Not authorized to this option.

Display Order Statistics and Recap (J03)

This feature controls the display of the Open, Held Order Recap Dollars and Order Statistics or a default image at a menu driver screen.

• Allow = the menu driver screen displays the Open, Held Order Recap Dollars and Order Statistics in the right-hand area of the screen.

• Exclude = the menu driver screen displays the default menu driver image in the right-hand area of the screen. If there is no default menu driver image set up for the company, the right-hand area of the screen is blank.

Note: This secured feature does not control access to the Reviewing Operations Control Summary (FLSH) option itself.

For more information: See:

• Menu Driver Screen for more information on the components of the menu driver screen

• Setting Up Menu Driver Images for Companies for setup information

Maintain Order with Printed Quantity (J05)

This feature controls access to order maintenance for orders that have any items printed on a pick slip, a drop ship pick slip, or a drop ship purchase order.

• Allow = the user can maintain an order that includes one or more printed order lines.

• Exclude = the user cannot maintain an order that includes any printed lines.

Note:

• This feature does not control access to retail pickup or delivery orders or prevent you from a canceling a store pickup orders; the Cancel Order Broker Lines (B19) and Maintain Brokered Fulfillment Orders (B20) control these options.

• Also, this feature does not control the ability to void and cancel an order through Void/Report Picks (WVRP). See Void All Pick Slips and Cancel Order for background.

Related secured features: See:

• Order Maintenance Access (A22)

• Cancel Order Broker Lines (B19)

• Maintain Brokered Fulfillment Orders (B20)

Also, see Secured Features Controlling Access to Order Maintenance for an overview.

Allow Generate List in Merge/Purge (J06)

This feature controls the display of the Generate List option on the Merge/Purge Customer Sold To Screen in Working with Merge/Purge Sold-to Names (MMCS).

• Allow = the Generate List option displays on the Merge/Purge Customer Sold To Screen; select this option to generate a list of duplicate customer names. See the Submit Generation Window (Generating a List).

• Exclude = the Generate List option does not display on the Merge/Purge Customer Sold To screen.

For more information: See Working with Merge/Purge Sold-to Names (MMCS).

Bypass CTI Reason Code (B24)

This feature controls whether a CTI user can exit Order Inquiry/Maintenance without first entering an order inquiry reason code when the Require Reason in CTI (G98) system control value is selected.

• Allow = regardless of the setting of the Require Reason in CTI (G98) system control value, a CTI user can exit Order Inquiry/Maintenance without first entering an order inquiry reason code. In this situation, the Order Inquiry Reason Codes Window does not display.

• Exclude =

- If the Require Reason in CTI (G98) system control value is selected, a CTI user must enter an order inquiry reason code in the Order Inquiry Reason Codes Window before exiting Order Inquiry/Maintenance.

- If the Require Reason in CTI (G98) system control value is unselected, a CTI user can exit Order Inquiry/Maintenance without first entering an order inquiry reason code. In this situation, the Order Inquiry Reason Codes Window does not display.

Note: You can only enter an order inquiry reason code if you advance to order inquiry or order maintenance from the Customer Selection Screen. If you advance to order inquiry from the Order Inquiry Scan Screen or you advance to order maintenance from the Select Customer Sold To For Order Screen, the system does not require an order inquiry reason code, regardless of the setting of the Require Reason in CTI (G98) system control value and Bypass CTI Reason Code Entry (B24) secured feature.