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Setting Up Customer Service Values
Purpose: The Customer Service section of the System Control table defines parameters that control:
• Returns and refunds
• Credit card authorization
• Forms printing
For more information: For instructions and screen samples on how to create, change, delete, and copy a system control value, see System Control Table Components.
Quick Reference of Customer Service System Control Values
This table describes briefly each system control value for the Customer Service application area and lists the control value, a short definition, other control values to which you should refer in this section, if necessary, and a column where you can indicate the value that you assigned for your company.
If you have more than one company on your system, make a copy of this table for each company on your system.
Company: _____________________________________________________________
System Control Value |
Description |
Your Value |
Defines how to track item purchase history for new customers entered through Catalog Requests. |
Code: |
|
Defines the pay type to use to credit returned items after the grace period has expired. |
Number: |
|
Defines the number of days allowed for items to be returned in order to generate a refund. |
Number: |
|
Defines whether the system performs online credit card authorization during order entry. |
Selected/ Unselected: |
|
Indicates whether to print a gift acknowledgment card when the pick slip is printed. |
Code: |
|
Defines the system name for the gift card letter. |
Code: |
|
Indicates if you will be using the Auto Authorization Interface. |
Selected/ Unselected: |
|
Defines the default cancel reason code used for backorders canceled automatically through billing. |
Code: |
|
Defines whether to print a credit card acknowledgment if there is a refund/balance due on a credit card order. |
Selected/ Unselected: |
|
Defines the number of days to add to the expected PO receipt date to determine the expected delivery date for items with special handling. |
Number: |
|
Defines the number of days from the arrival date that drop ship items are expected to be shipped. |
Number: |
|
Defines the action to be taken with the order after the second FTC notification card has been sent. |
Code: |
|
Defines the number of days to add to the arrival date to determine the expected ship date for items without an expected ship date. |
Number: |
|
Defines the name of the program that is used to print 1-up labels for catalog requests. |
System name: |
|
Defines the name of the program that is used to print 4-up labels for catalog requests. |
System name: |
|
Defines the name of the program that is used to print backorder cards. |
System name: |
|
Defines the number of days after the second backorder notification to cancel the order if the SCV FTC-Action after Second Notification is set to CANCEL |
Number: |
|
Defines when to update the Current source code field in the Customer table. |
Code: |
|
Defines the default value for the Associate field for new customers entered through Order Entry and Catalog Requests. |
Code: |
|
Defines the default value for the Mail name flag to be assigned to new customers entered through Order Entry and Catalog Requests. |
Selected/ Unselected: |
|
Defines the default value for the Rent name field for new customers entered through Order Entry and Catalog Requests. |
Selected/ Unselected: |
|
Defines the name of the program that produces acknowledgments for a credit issued to a credit card. |
System name: |
|
Defines the name of the program that produces refund checks. |
System name: |
|
Defines whether to transmit a completely backordered order for initial authorization to determine whether it is a fraud order. |
Selected/ Unselected: |
|
Defines the print program name the system uses to print a customer return label for item returns. |
System name: |
|
Defines the default source code to use when processing catalog requests through an interface. |
Code: |
|
Defines whether recently-entered customer notes appear first. |
Selected/ Unselected: |
|
Defines the number of days to allow for purchase order receipt and order shipment before a backorder notice to the customer is required. |
Number: |
|
Defines whether to open a pop-up window when you change a Sold-to address with a permanent Bill-to account, allowing you to apply the Sold-to changes to the Bill-to address. |
Selected/ Unselected: |
|
Defines whether the system prints an alphanumeric and a numeric dollar amount on refund checks. |
Selected/ Unselected: |
|
Defines whether the system checks for duplicate catalog requests when you create a new catalog request. |
Selected/ Unselected: |
|
Prompt for Mandatory Demographics in Order Maintenance (E60) |
Defines whether the system prompts you to complete a mandatory demographic profile field in Order Maintenance. |
Selected/ Unselected: |
Defines whether to hold orders more than once for address verification. |
Selected/ Unselected: |
|
FTC--Number of Days Prior to Next Backorder Date to Generate Second Notice (E67) |
Defines the number of days before a second backorder notice is due to print the notice or write the backorder record. |
Number: |
Defines whether to print second backorder notices, create records in the Backorder Cancellation Pending table, or both. |
Value: |
|
Defines the number of days to extend the next backorder date if a customer accepts a delay on a backorder pending cancellation. |
Number: |
|
Defines whether the system excludes items defined in the Working with Freight Exempt Items (WFEI) menu option from freight. |
Selected/ Unselected: |
|
Defines the maximum number of times to attempt authorization for an order. |
Number: |
|
Defines the program the system uses to print soldout notification cards. |
System name: |
|
Defines whether items flagged to suppress backorder cards ever appear on a first backorder card if another item on the order generates the card. |
Selected/ Unselected: |
|
Defines whether an exchange item is required at the time of creation or receipt of a receipt authorization. |
Selected/ Unselected: |
|
Defines whether you use the standard or streamlined return authorization process. |
Selected/ Unselected: |
|
Identifies the number of positions in the zip or postal code to consider when searching for a customer. |
Number: |
|
Defines whether the Edit Customer Actions pop-up window or an indicator that there are order messages displays in Work with Return Authorizations. |
Selected/ Unselected: |
|
Defines whether you break out customer history related to orders based on the entity associated with each order. |
Selected/ Unselected: |
|
Default Credit Card Authorization Number for Soft Declines (F93) |
Defines the credit card authorization number the system defaults to a credit card authorization that is declined, but is under a specified dollar amount. |
Code: |
Use Credit Card Vendor Response Entity Ship Via Dollar Limits (F94) |
Defines whether the system performs an edit against a credit card vendor response to determine if the dollar amount for the credit card authorization exceeds the dollar limit defined for the ship via on the order. |
Selected/ Unselected: |
Defines the vendor response code to assign to authorizations that you approve without receiving a response from the authorization service. |
Code: |
|
Defines whether to display a pop-up window indicating the estimated dollar total for the first membership order when you enter a membership item in order entry. |
Selected/ Unselected: |
|
Defines the types of order and customer service activity to trigger the system to update the Marketing Download Trigger table, which you can then use to drive an interface download. |
Code: |
|
Defines whether the Edit Customer Actions window displays in order inquiry if there are unresolved customer action notes. |
Selected/ Unselected: |
|
Defines the program to create backorder notices to send customers via email. |
Program: |
|
Defines the program to create soldout notifications to send customers via email |
Program: |
|
Defines the default value of the Opt in/Opt out field, which determines the preferred method of correspondence for storefront customers. |
Code: |
|
Defines whether they system requires an order inquiry reason code when you return to the CTI Customer Selection screen from order inquiry/maintenance. |
Program: |
|
Defines the program to generate email, rather than printed, credit card credit acknowledgements. |
System name: |
|
Defines whether the system sends an email confirmation when any order is accepted or maintained or only when a customer accepts or maintains an order on the web storefront. |
Selected/Unselected: |
|
Defines whether the system sends an email confirmation when any order or return is billed, or only for e-commerce (order API) orders. |
Selected/Unselected: |
|
Defines the program name to generate email, rather than printed, return confirmations. |
System name: |
|
Defines whether the customer class is required in order entry, catalog requests, and customer maintenance. |
Selected/ Unselected: |
|
Defines whether to search for a matching customer for an incoming email based on the email address. |
Code: |
|
Defines whether the workflow management module is enabled. |
Selected/ Unselected: |
|
Defines whether to keep a record of outbound email notifications in the Correspondence History table. |
Selected/Unselected: |
|
Defines whether to delete blank lines or paragraph spacing from inbound emails you store in Correspondence History, or to leave the spacing. |
Code: |
|
Display Alternate Shipping Charges by Via Window in OM (I02) |
Defines whether to offer the customer a choice of shippers in order maintenance. |
Selected/ Unselected: |
Include Special Handling in Alternate Shipping Charges by Via (I03) |
Defines whether to include special handling charges in the freight totals displayed in the pop-up window in order entry. |
Selected/ Unselected: |
Defines the authorization number the system automatically applies to credit card authorizations that are under one dollar. |
Code: |
|
Include All Customer Inquiry Triggers for Marketing Download (I09) |
Indicates if the system creates a record in the Marketing Download Customer Inquiry table for a CI (customer inquiry) trigger record when a corresponding OH (order header) trigger record exists in the Marketing Download Trigger table. |
Yes/No: |
Defines whether the system sends level II discounting information to the service bureau during credit card deposit. |
Selected/ Unselected: |
|
Specifies whether to validate a customer’s prefix against the Prefix table. |
Selected/ Unselected: |
|
Indicates if the system sends pick control records containing physical stored value card items to billing once you assign numbers to the physical cards. |
Selected/ Unselected: |
|
Indicates if the system performs a calculation against the digits of the stored value card number to ensure that the card is valid. |
Code: |
|
Indicates the price to use as the stored value card issue amount. |
Code: |
|
Defines the service bureau used to process stored value card activation requests. |
Code: |
|
Defines the program used to generate Stored Value Card email notifications. |
System name: |
|
Defines whether stored value card activation and stored value card authorization reversal transactions are processed immediately or in batch. |
Selected/ Unselected: |
|
Defines the stored value card item the system adds to an order in order to process the stored value card refund. |
Code: |
|
Defines the price override reason code the system defaults to the order line added to the order to process the stored value card refund. |
Code: |
|
Default Pick Generation Template for SVC Refund Processing (I75) |
Defines the pick slip generation template the system uses to process the stored value card item that was added to an order during refund processing. |
Number: |
Hold Reason for Stored Value Cards with Insufficient Funds (J18) |
Defines the hold reason the system assigns to a “catch-all” stored value card pay type when a balance inquiry performed during batch authorization indicates the card amount is less than the amount to authorize. |
Code: |
Indicates whether the system performs a balance inquiry against a stored value card pay type before performing a batch authorization against the stored value card pay type. |
Selected/ Unselected: |
|
Perform Authorization Reversal during Deposit Processing (J20) |
Indicates whether the system performs a stored value card authorization reversal during deposits processing if the authorization amount is greater than the deposit amount. |
Selected/ Unselected: |
Retain Unused Stored Value Card Authorization After Deposit (J21) |
Defines whether the system automatically voids a partially deposited stored value card authorization. |
Selected/ Unselected: |
Defines whether the system removes the stored value card number from the Stored Value Card table once the stored value card has been activated. |
Selected/ Unselected: |
|
Indicates whether the background jobs should evaluate customers’ eligibility for loyalty membership programs. |
Selected/ Unselected: |
|
Loyalty Membership Activation Notification Email Program (I82) |
Indicates the program to use to generate email notifications when customers qualify for loyalty memberships. |
System name: |
Indicates the program to use to generate email notifications when customers no longer qualify for loyalty memberships. |
System name: |
|
Indicates whether to attempt to match customers on alternate customer number based on the single number specified in the Customer Sold To table (the “primary”), or to give equal priority to any of the alternate customer numbers stored in the Alternate Customer # Cross Reference table. |
Selected/ Unselected: |
|
Indicates whether to automatically assign an alternate customer to each newly created customer. |
Selected/ Unselected: |
|
Indicates the customer record to use as a guideline for which fields should retain their current values if new information is not received through the generic customer API. |
Number: |
|
Defines whether the system processes online authorizations for $1.00 for the purpose of validating the card. During batch authorizations, the system authorizes the card for the shippable dollar amount and voids the online authorization for $1.00. |
Selected/ Unselected: |
|
Disregard Soldout Controls for Non-Allocatable Warehouses (J27) |
Defines whether the system disregards soldout control rules for inventory reserved against a non-allocatable warehouse. |
Selected/ Unselected: |
Defines whether to prevent storing the customer’s last used credit card number and expiration date in the Customer Sold To Order History Table and Customer Ship To Order History Table. |
Selected/ Unselected: |
|
Indicates the program to generate an email to the customer when a credit card is declined during pick slip generation. |
System name: |
|
Indicates the program to generate the “contact us” email to a customer on demand. |
System name: |
|
Clear Processed Records from Customer Email Updates Table (K70) |
Defines whether the system clears all records in the Customer Email Updates table after the Customer Email Updates process completes. |
Selected/ Unselected: |
Indicates the program to generate an email to the customer when you cancel a customer membership. |
System name: |
|
Indicates the program to generate an email to the customer upon cancellation of an order. |
System name: |
|
Indicates the program to generate an email to the customer upon cancellation of one or more order lines. |
System name: |
|
Indicates the cancel reason code that should not trigger the generation of an order or order line cancellation confirmation email. |
Number: |
|
Defines the deposit service that sends subsequent debit deposits (transaction type Purch action code D) for the same order number and authorization code as a Conditional Deposit (transaction type Conditional action code B). |
Code: |
|
Defines whether you replace the credit card number in the Order Management System database with a token number provided by an external system. |
Selected/ Unselected: |
|
When using credit card tokenization, defines whether the system will accept a credit card number that has not been replaced with a token. |
Selected/ Unselected: |
|
Defines the integration layer job used to transmit register token messages between Order Management System and the authorization service during the credit card tokenization process. |
Code field: |
|
Defines the program to generate order receipts. |
System name: |
|
Defines whether the system sends level III discounting information during credit card deposit processing. |
Selected/ Unselected: |
|
Defines whether to generate backorder notices when you cancel or change the due date for a purchase order. |
Selected/ Unselected: |
|
Require Last Name/Postal Code in Customer History Request (L76) |
Defines whether the Customer History Request XML Message (CWCustHistIn) must include a last_name and/or postal_code when passing a direct_order_number or alternate_order_number without a customer_number or alternate_sold_to_id. |
Selected/ Unselected: |
Defines whether billing or deposits creates records in the CC Deposit Transaction table and CC Deposit History table, based on the records in the Invoice Payment Method table. |
Selected/ Unselected: |
|
Defines whether customer API transactions should go through validation when creating or changing a customer with an original source code of XSTORE. |
Selected/ Unselected: |
|
Defines whether the Scan Return ID window displays when you create an RA detail line in Work with Return Authorizations (WRTA). This window allows you to assign a return ID to each RA detail line in order to identify the return in an external system. |
Selected/Unselected: |
|
Defines whether credit invoices are netted with debit invoices before a deposit is sent to the service bureau for an invoice associated with an exchange. |
Selected/Unselected: |
|
Defines the number of days the system holds debit and credit invoices for credit card net exchange billing. |
Number: |
|
Defines the authorization code the system uses when creating a manual authorization to allow for the netting of invoices. |
Code: |
|
Defines whether to submit an order cancel asynchronously or interactively. |
Selected/Unselected: |
|
The account ID used for communication with the AvaTax tax interface. |
Code: |
|
The license ID used for communication with the AvaTax tax interface. |
Code: |
Email Purchase Order (K80) | Contents | SCVs | Search | Glossary | Reports | Solutions | XML | Index | Default Item History Tracking (B18) |
IN03_08 OMS 17.1 September 2018 OTN