Chapter 46: Working with Customer Email Addresses

Purpose: Use the Work with Customer Email Address screen to review and work with the email addresses on record for a sold-to customer, including the one flagged as the primary email address.

Primary email address: The primary address is the one displayed on most screens, such as in customer inquiry and in catalog requests. The primary address also defaults to the order email address, unless the Default Individual Email Address (J17) system control value is set to Y and an individual placer with an email address is defined for the order. When you first create an email address for a customer, it is flagged as the primary email address, which is stored both at the customer level and in the Customer Sold To Email Address file. Other email addresses on record for the customer are also retained in the Customer Sold To Email Address file.

Note: The ability to store multiple email addresses is available only for sold-to customers. Ship-to customers, bill-to customers and individuals can have only one email address on file.

Creating email addresses: You can create an email address for a customer by:

• entering the email address at any screen where the field is enterable, such as order entry, customer maintenance, and catalog requests. The address you enter in customer maintenance is flagged as the customer’s primary email address.

• pressing Enter when entering order header information in order entry if the order-level email address has defaulted from the individual placer on the order, or if you enter a new email address. Note: The Default Individual Email Address (J17) system control value controls whether the system defaults the individual placer’s email address to the Order email address field.

• using the Create Email Address Screen or the Select Customer Email Address Screen. You have the option of flagging the email address as primary.

• processing an address change or creating a new customer through the e-commerce interface or the phone order interface. The address received is flagged as the customer’s primary email address.

• loading a phone order with an email address specified for in the Sold To Record.

• loading a phone order that includes an individual placer (Individual Customer Record). The system adds an email address from the Individual Customer Record to the individual, if it is specified; otherwise, the system uses the email address currently specified for the individual.

• loading an order through the generic order interface, and specifying an order_email, or in certain situations an ind_email_address or a sold_to_email.

For more information: See Working with an Order-Level Email Address for more information on how the system updates the Customer Sold To Email Address file, and other email addresses, when creating orders through various methods.

Email Address Validation

When you enter or receive an email address, the system verifies that:

• there is an @ sign and a period (.)

• there is some text:

• before the @ sign

• between the @ sign and the period

• after the period

If the email address does not meet these criteria, the system does not let you create it.

For example, the system would not let you create an email address such as:

• @example.com

• sbrown@example

• sbrown@.org

• www.commercialware.com

Any additional validation? The system does not confirm that your entry represents a valid email address, or that the domain name (such as "commercialware" in commercialware.com) even exists. However, when you work with email addresses at the Create Email Address Screen or Change Email Address Screen only, the system does display a warning message if the extension of the email address does not match one of the following:

• .com

• .net

• .gov

• .org

• .mil

• .edu

• .us

• .can

• .uk

You can still create the email address, even if it does not use one of the extensions listed above.

In this chapter:

Work with Customer Email Address Screen

Create Email Address Screen

Change Email Address Screen

Display Email Address Screen

Select Customer Email Address Screen

Work with Customer Email Address Screen

Purpose: Use this screen to review or work with the email addresses on file for a sold-to customer. See Working with Customer Email Addresses for an overview.

How to display this screen: Enter 1 next to Customer Email Addresses at the More Customer Sold To Options Screen or the Display More Options Screen.

CSR1250 DISPLAY Work with Customer Email Address 7/15/02 17:17:09

EZK Mail Order

Customer #: 295 KAPLAN, ELISE Z

Opt

Opt Email Address In/Out Format Primary

Type options, press Enter.

2=Change 4=Delete 5=Display 7=Mark as primary

ekaplan@example.com O2 *

ezk@yahoo.com O2

F3=Exit F6=Create F12=Cancel F21=Print list

Field

Description

Customer #

A unique number to identify the customer you are currently working with.

Numeric, 9 positions; display-only, assigned by the system.

Customer name

The customer's name or company name.

Alphanumeric, 41 positions; display-only.

Email address

An email address for the customer, stored in the Customer Sold To Email file.

Fraud checking: An order goes on EC hold if this email address matches an email address in the Miscellaneous Fraud file; see Working with Miscellaneous Frauds (WMFF).

Alphanumeric, 50 positions; optional.

Opt in/out

Indicates the preferred method of correspondence. Valid values are:

O1 (Email): Email is the preferred method of correspondence.

O2 (Order-only email): Use email for order-related correspondence only; generate a spool file for other correspondence.

O3 (No email): Do not use email for any correspondence; generate a spool file instead.

O4 (Do not ask the customer): Do not ask the customer for his/her email address; the customer has already been asked and has declined to provide it. The system does not generate any email correspondence to the customer, even if an email address is specified.

This value defaults from the Default Opt In/Opt Out Flag (G97) system control value, but you can override it.

Note: The above values use the letter O, not the number 0 (zero).

The system updates this field for the primary email address when you change the setting of the Opt in/Opt out value at other screens, such as order maintenance, or catalog requests. The opt-in/out setting is updated when you override the setting in order entry only if the email address for the order defaulted from the customer’s primary email address.

 

Email notifications: See When Does the System Generate an Email Notification? for an overview.

Outbound email API: The opt in/opt out settings controls the generation of the Outbound Email XML Message (CWEmailOut) using the same logic as the generation of outbound emails. See Outbound Email API for an overview.

Entity-level settings: If the Track Customer History at Entity Level (F89) system control value is set to Y, you set the opt in/opt out flag separately for each entity. In certain situations, the entity-level setting might control when to generate an email to the customer; see Determining the Opt-in/out Setting.

Alphanumeric, 2 positions; required.

Format

Indicates the customer’s preference regarding email format. Valid values are:

T = plain text

H = HTML

This field is informational only.

Alphanumeric, 1 position; display-only.

Primary

An asterisk (*) indicates that this is the customer’s primary email address, and this email address is highlighted. The primary address is the one that defaults in order entry unless there is an individual placer on the order; it also defaults in catalog requests.

Alphanumeric, 1 position; display-only.

Option

Procedure

Create a new email address for the customer

Press F6 to advance to the Create Email Address Screen.

Change an existing email address for the customer

Enter 2 next to an email address to advance to the Change Email Address Screen.

Delete an email address

Enter 4 next to an email address to delete the email address. You cannot delete the primary email address.

Display an email address

Enter 5 next to an email address to advance to the Display Email Address Screen.

Mark an email address as the customer’s primary email address

Enter 7 next to an email address to identify it as the customer’s primary address. The primary email address is highlighted on this screen, and is the one that defaults in order entry unless the Default Individual Email Address (J17) system control value is set to Y and an individual placer with an email address is defined for the order.

Note: The system does not validate that the email address is correctly formatted. You can use the Change Email Address Screen to correct the email address if it is incorrectly formatted.

Create Email Address Screen

Purpose: Use this screen to create an email address for a customer. You can also create an email address by entering the address at any screen where the field is enterable; in this situation, the previous email address is retained in the Customer Sold To Email file.

The system does not automatically flag an email address as primary when you create it at this screen. If the email address is not flagged as primary, you can still delete it, even if it is the only email address for the customer.

How to display this screen: Press F6 at the Work with Customer Email Address Screen.

CSR1251 ENTER Create Email Address 9/08/04 17:19:54

EZK Mail Order

Customer # : 295 KAPLAN, ELISE Z

Email address .

Display Name. .

Opt In/Out. . . O2 (O1, O2, O3, O4)

Format. . . . . (T=Text, H=HTML)

Source. . . . : CA (CE=Cust Email,OE=Order Entry,CM=Cust Maint,CA=Cust API)

Create date . : Time : 0:00:00

Change date . : Time : 0:00:00

Last primary. :

Last used/cust:

Last used/sys :

F3=Exit F12=Cancel

Field

Description

Customer number

A unique number to identify the customer you are currently working with. The customer's name or company name displays to the right.

Customer number: numeric, 9 positions; display-only, assigned by the system.

Customer name: alphanumeric, 41 positions; display-only.

Email address

An address that you can use to send emails to the customer.

See Email Address Validation for a discussion of how the system validates email addresses for a customer at this screen and at other screens.

Change screen: You can change this field on an existing email address; however, the system does not allow you to create two email address records for a customer if they have identical Email address fields.

Alphanumeric, 50 positions; required.

Display name

The name of the customer as it displays in email correspondence. This field is informational only.

Alphanumeric, 50 positions; optional.

Opt in/out

Indicates the preferred method of correspondence. Valid values are:

O1 (Email): Email is the preferred method of correspondence.

O2 (Order-only email): Use email for order-related correspondence only; generate a spool file for other correspondence.

O3 (No email): Do not use email for any correspondence; generate a spool file instead.

O4 (Do not ask the customer): Do not ask the customer for his/her email address; the customer has already been asked and has declined to provide it. The system does not generate any email correspondence to the customer, even if an email address is specified.

This value defaults from the Default Opt In/Opt Out Flag (G97) system control value, but you can override it.

Note: The above values use the letter O, not the number 0 (zero).

The system updates this field when you change the setting of the Opt in/Opt out value at any other screen, such as order entry, order maintenance, or catalog requests.

 

Email notifications: See When Does the System Generate an Email Notification? for an overview.

Entity-level settings: If the Track Customer History at Entity Level (F89) system control value is set to Y, you set the opt in/opt out flag separately for each entity. In certain situations, the entity-level setting might control when to generate an email to the customer; see Determining the Opt-in/out Setting.

Alphanumeric, 2 positions; required.

Format

Indicates the customer’s preference regarding email format. Valid values are:

T = plain text

H = HTML

This field is informational only.

Alphanumeric, 1 position; optional.

Source

Indicates how you obtained the email address. Valid values are:

CA (Customer API): You received the email address through the Generic Customer API

CE (Customer email): You entered the address at this screen.

OE (Order entry): You received the email while processing a new order, through an e-commerce address update, or entered it for a customer membership recipient

CM (Customer maintenance): You entered the address at a screen in customer maintenance or received it through a catalog request.

Alphanumeric, 2 positions; display-only.

Create date

The date when the email address record was created.

Earliest possible creation date: The Customer Sold To Email file was created for version 6.01 or CWDirect; if you upgraded from an earlier version, you needed to run a conversion program to populate the new file with the email addresses that were stored in the Customer Sold To file. For this reason, there will not be any create dates earlier than the date when you ran the conversion program.

Numeric, 6 positions (MM/DD/YY format); display-only.

Create time

The time when the email address record was created.

Numeric, 6 positions (HH:MM:SS format); display-only.

Change date

The most recent date when you changed the Email address, Display name, Opt in/out field, or Format.

Numeric, 6 positions (MM/DD/YY format); display-only.

Change time

The most recent time when you changed the Email address, Display name, Opt in/out field, or Format.

Numeric, 6 positions (HH:MM:SS format); display-only.

Last primary

The most recent date when the email address was flagged as the primary address. The system flags an email address as the primary address when it is created through customer maintenance or a catalog request, or if it is the first email address for the customer.

Numeric, 6 positions (MM/DD/YY format); display-only.

Last used/customer

The last date when this email address was used by the customer. The system updates this field for the primary email address when you:

• create an order for the customer

• create a catalog request for the customer

• maintain an order for the customer

The above updates take place regardless of how the information was received. For example, the system updates this field if you receive an order through the e-commerce interface or create it through Generating Membership Orders (EGMO).

The system also updates this field when you:

• receive an email from the customer

• assign an unrouted email to the customer (if the email address on the unrouted email matched this email address for the customer)

Numeric, 6 positions (MM/DD/YY format); display-only.

Last used/system

The last date when the system generated an email to this address. The system updates this field for the primary email address when you generate a notice such as a:

• backorder notice email through Generate Backorder Cards (GBOC)

• soldout notification email through Printing Soldout Notifications (MSON)

• shipment confirmation email through Sending Internet Order Ship Confirmation (ESCF)

• credit card credit email through Processing Refunds (MREF)

• gift certificate notice email through the Process Gift Certificates Screen (MPGC)

See When Does the System Generate an Email Notification? for a listing of system-generated emails.

Numeric, 6 positions (MM/DD/YY format); display-only.

Change Email Address Screen

Purpose: Enter 2 next to an email address at the Work with Customer Email Address Screen to change the email address information. You can change the Email address, Display name, Opt in/out field, or the Format. See Create Email Address Screen for field descriptions.

Display Email Address Screen

Purpose: Enter 5 next to an email address at the Work with Customer Email Address Screen to display the email address information. You cannot change any information on this screen. See Create Email Address Screen for field descriptions.

Select Customer Email Address Screen

Purpose: Use this screen to review existing email addresses for the customer, to select an existing email address as the primary address, or to create a new email address.

Note: Recipient or gift orders: When you advance to this screen from the order header or header/detail screen in order entry or order maintenance, the email addresses are associated with the customer who places the order, not the customer receiving the order. To review or work with the recipient’s email address or opt-in/out setting, you must advance to the Expand Name/Address Screen.

How to display this screen: You can display this screen by prompting (F4) on the email address at various screens, including the:

Expand Name/Address Screen

Work with Order Screen

Work with Order/Detail Screen

Create Catalog Request Screen

CSR1257 DISPLAY Select Customer Email Address 2/14/03 10:41:32

EZK Mail Order

Customer #: 996 ROE, THOMAS

Opt Last Cur

Opt Email Address In/Out Fmt Primary Prm

Type options, press Enter.

1=Select 2=Change 4=Delete 7=Mark as primary

troe@example.com O1 2/14/03 *

acustomer@yahoo.com O2

F3=Exit F6=Create F12=Cancel

Field

Description

Customer

A unique number to identify the customer you are currently working with. The customer's name or company name displays to the right.

Customer number: numeric, 9 positions; display-only, assigned by the system.

Customer name: alphanumeric, 41 positions; display-only.

Email address

An email address for the customer, stored in the Customer Sold To Email file.

Alphanumeric, 50 positions; optional.

Opt in/out

Indicates the preferred method of correspondence. Valid values are:

O1 (Email): Email is the preferred method of correspondence.

O2 (Order-only email): Use email for order-related correspondence only; generate a spool file for other correspondence.

O3 (No email): Do not use email for any correspondence; generate a spool file instead.

O4 (Do not ask the customer): Do not ask the customer for his/her email address; the customer has already been asked and has declined to provide it. The system does not generate any email correspondence to the customer, even if an email address is specified.

This value defaults from the Default Opt In/Opt Out Flag (G97) system control value, but you can override it.

Note: The above values use the letter O, not the number 0 (zero).

The system updates this field when you change the setting of the Opt in/Opt out value at any other screen, such as order entry, order maintenance, or catalog requests.

 

Email notifications: See When Does the System Generate an Email Notification? for an overview.

Entity-level settings: If the Track Customer History at Entity Level (F89) system control value is set to Y, you set the opt in/opt out flag separately for each entity. In certain situations, the entity-level setting might control when to generate an email to the customer; see Determining the Opt-in/out Setting.

Alphanumeric, 2 positions; required.

Fmt (Format)

Indicates the customer’s preference regarding email format. Valid values are:

T = plain text

H = HTML

This field is informational only.

Alphanumeric, 1 position; display-only.

Last primary

The most recent date when the email address was flagged as the primary address. The system flags an email address as the primary address when it is created through customer maintenance or a catalog request, or if it is the first email address for the customer.

Numeric, 6 positions (MM/DD/YY format); display-only.

Current primary

An asterisk (*) indicates that this is the customer’s primary email address, and this email address is highlighted. The primary address is the one that defaults in order entry (if there is not an individual placer on the order) and displays on other screens, such as in customer maintenance.

Fraud checking: An order goes on EC hold if this email address matches an email address in the Miscellaneous Fraud file; see Working with Miscellaneous Frauds (WMFF).

Alphanumeric, 1 position; display-only.

Option

Procedure

Create a new email address

Press F6 to advance to the Create Email Address Screen.

Select an email address

Enter 1 next to an email address to flag it as the primary email address. See the Current primary field above for more information.

Change an email address

Enter 2 next to an email address to advance to the Change Email Address Screen.

Delete an email address

Enter 4 next to an email address to delete it. You cannot delete the primary email address.

Flag an email address as primary

Enter 7 next to an email address to flag it as the primary.

CS03_21 CWDirect 18.0 August 2015 OTN