Selecting an Order for Maintenance

Purpose: Use the Order Maintenance selection screen to find the order you wish to maintain, using information you have about either the order or the customer.

In this chapter:

Order Maintenance Selection Screen

- Cross-company Scanning

Advancing from Customer and Order Scan Fields

- Customer Scan Screens in Order Maintenance

- Order Scan Screens in Order Maintenance

- Customer Note Window

- PayPal Warning Window

- Warning: Order Locked Window

- Maintaining Retail Pickup or Delivery Orders from the Order Broker

- Maintaining a Ship-for-Pickup Order

- ChannelAdvisor Warning Window

Order Maintenance Selection Screen

Purpose: Use this screen to find an order for maintenance, or to advance to additional scan screens where you can select the order.

Customer Workflow Management window: The Customer Workflow Management Window automatically displays when you first advance to the Order Maintenance selection screen if open or in use ticklers exist for the sold to customer on the order. Select Ticklers at this window to advance to the Work with Ticklers Screen (sold to customer view) where you can review and work with ticklers associated with the sold to customer.

How to display this screen: Enter OEOM in the Fast path field on any menu or select Order Entry/Order Maintenance from a menu; then select Maintain Orders at the Default Values for Orders screen, the Select Customer Sold To For Order Screen, or the Customer Selection Screen.

Cross-company Scanning

If you are working within a company set up for cross-company scanning, you can scan for customers in any other company that has a similar setup in the Company table. See Working with Companies (WCMP) for more information on working with companies.

You can scan for customers across companies with the following fields:

• Postal code

• Match code

• Postal code, restricted by Company name

• Postal code, restricted by Customer name

When you scan on any of these fields, you advance to a subsequent customer scan screen displaying information, including the company code, for customers that match your entry. You cannot scan by Company name or Customer name alone; however, you can restrict your scan on Postal code by your entry in either field.

If you advance to Order Maintenance for a customer from a different company, all of the system control values from the new company will be in effect. When you exit the order, you will return to your default company.

Field descriptions: It is common to enter information in several fields when scanning for a specific order. For example, you might enter values in the Item, Order status, and Order date fields to review open orders entered prior to a certain date that contain a certain item.

Field

Description

Order scans

 

Order #

A combination of the order and ship-to record number. The system assigns a unique number to every order created through Order Entry.

You advance directly to the Work with Order Screen in Order Maintenance if you enter a valid order number. The system, however, displays a message if you enter a nonexistent order number: Order Ship-to not found.

Numeric, 8 positions; optional.

Sold-to customer

A system-assigned code that identifies the customer who placed the order. Use this field to advance to the Scan Orders by Customer screen. See Order Scan Screens in Order Maintenance.

Ghost customers: If you enter the customer number of a ghost customer, the scan screen does not display any orders; this is because a merge/purge has assigned any orders using that customer number to the “target” customer. You can identify a ghost customer by the setting of the Ghost flag.

Note: Even if you use the Customer Engagement Customer Integration, you do not use the Customer Scan Screen in order maintenance when searching for a customer; see the Customer scans for information on scanning based on customer information in order maintenance.

Numeric, 9 positions; optional.

Recipient customer

A system-assigned code that identifies the customer who receives the order. This number consists of the 9-digit sold-to customer number and the 3-digit ship-to suffix. Use this field to advance to the Scan Orders by Customer Ship To screen. See Order Scan Screens in Order Maintenance.

Recipient customer number: numeric, 9 positions; optional.

Recipient customer ship-to number: numeric, 3 positions; optional.

Item/SKU

A code representing a unit of inventory.

SKU code (separated from the item code by a slash): The item's unique characteristics, such as its size, color, and width.

Use these fields to advance to the Scan Orders by Item screen. See Order Scan Screens in Order Maintenance.

Item code: alphanumeric, 12 positions; optional (required if you also enter SKU information).

SKU code: alphanumeric, three 4-position fields; optional).

Order status

Indicates the condition of the order on the system. The order status is open (active) unless the status field is set to one of the following values:

• blank (all orders, including open; however, if you leave this field blank, you must also select another scan option)

• Cancelled

• Error

• Held

• Shipped

• Purged

• Quote

• Suspended

Use this field to advance to the Scan Orders by Order Status screen. See Order Scan Screens in Order Maintenance.

Note: Suspended or Error orders are not eligible for maintenance; use batch order entry to work with these orders. See Introducing Order Batches for more information.

Optional.

Order date

The date that the order was entered on the system. Use this field to advance to the Scan Orders by Date screen. See Order Scan Screens in Order Maintenance.

Numeric, 8 positions (in user date format); optional.

Order cross ref #

The order number, if any, that was passed through the Generic Order Interface (Order API) and used to identify the order in an external system. This is the Alt ord displayed at the Display Order Properties Screen.

In the case of a retail pickup or delivery order assigned through the Order Broker Integration, this is the order number in the system originating the order. If the originating system is Order Management System, the system prefaces the originating order number with the text ORIG#:. For example: ORIG#: 9999-001, where ORIG#: indicates the order originated in Order Management System, 9999 is the original order number in Order Management System, and 001 is the ship to number.

Enter a full or partial order cross reference number to advance to the Scan by Order Cross Reference # screen.

If you wish to review all retail pickup and delivery orders whose originating system is Order Management System, enter ORIG#: in the Order cross ref # field and select OK to advance to the Scan by Order Cross Reference # screen where all orders whose E-Commerce order number in the Order Header Extended table begin with ORIG#: display.

See Order Scan Screens in Order Maintenance.

Alphanumeric, 35 positions; optional.

Alternate customer #

The alternate customer number defined for the customer who placed the order. Alternate customer number is an additional number to identify the customer on the system, such as a customer number carried over from a system conversion.

Enter an alternate customer number to advance to a subsequent scan screen that lists customers by alternate customer number. See Display Alternate Customer Cross Reference Window (I84) for more information.

Alternate Customer Number Label Description

The field label on this screen is based on the name you enter in the Alternate Customer Number Label Description (H95) system control value; if you do not enter a name in this system control value, the field label is Alt cust.

Example: If you enter the field label name MEMBER# in the system control value, the field label on this screen is MEMBER#.

Note: Scanning by the alternate customer number of a ghost customer is not currently implemented if the Display Alternate Customer Cross Reference Window (I84) system control value is selected.

Alphanumeric, 15 positions; optional.

Purchase order #

The customer's purchase order number. Use this field to advance to the Scan Orders by Purchase Order Number screen. See Order Scan Screens in Order Maintenance.

Alphanumeric, 15 positions; optional.

Credit card number

The number of the credit card the customer used on the order.

• If the Use Credit Card Tokenization (L18) system control value is unselected, enter a full or partial credit card number to advance to the Scan Orders By Credit Card screen. See the Order Scan Screens in Order Maintenance.

• If the Use Credit Card Tokenization (L18) system control value is selected, enter the last four digits of the credit card number to advance to the Scan By CC Last 4 screen.

Masking: If you do not have authority to the Display Full Credit Card Number (B14) secured feature, credit card numbers that display on the bottom half of the scan screen display in the default format specified at the Credit Card Number Layout Screen. For example, ************ may display instead of the entire credit card number.

Encryption: If you have credit card encryption enabled, the system will not find a credit card number match unless you enter the full credit card number in the scan field. The credit card number you entered in the scan field is display-only at the top of the screen. See the Data Security and Encryption Guide for an overview.

Tokenization: If you use tokenization (the Use Credit Card Tokenization (L18) system control value is selected), you must enter only the last four digits of the card number; if you enter a full credit card number or more than four digits of the card number, the system will be unable to locate an order that matches your entry.

Authority: If you do not have authority to the Restrict Access to Credit Card Numbers in OI and OM (A88) secured feature, this field is display-only.

Audit: Depending on the user’s authority to credit card information, the system writes a record to the Credit Card Audit table when you can on credit card number. See Logging Credit Card Data Access in the Data Security and Encryption Guide for more information.

Alphanumeric, 20 positions; optional.

Tracking #

The number assigned by the shipper to track the shipment. This number is stored in the Manifest Upload Audit table if you use PC manifesting to ship an order.

Enter a full or partial tracking number to advance to the Scan by Tracking # screen. If your entry is an exact match to a tracking number for an order, you advance directly to the order. See Order Scan Screens in Order Maintenance.

Alphanumeric, 30 positions; optional.

Customer scans

Match code

A code the system assigns to each customer, based on elements of the customer's name and address. The system uses the match code to identify duplicate or fraud customers on the system. Use this field to advance to the Scan Orders by Match Code screen. See Order Scan Screens in Order Maintenance.

You can scan for customers across companies with the match code field if cross-company scanning is set up. See Cross-company Scanning.

Alphanumeric, 15 positions; optional.

Postal code

The postal or zip code for the customer's address. Enter a full or partial code to advance to the Scan Sold To by Postal Code/Company screen. This screen lists all customers by postal code in ascending (lowest to highest) numeric sequence, beginning with the code you entered.

If you enter a postal code, last name, and first name, you advance to the Scan Customer Sold To by Postal Code screen, which lists all customers alphabetically beginning with the postal code you entered.

See Customer Scan Screens in Order Maintenance.

Scan length: The Postal Code Scan Length (F61) system control value controls how many characters of the postal code to use when searching for a customer. See that system control value for a discussion.

You can scan for customers across companies with the postal code field if cross-company scanning is set up. See Cross-company Scanning.

Alphanumeric, 10 positions; optional.

Last name

The sold-to customer's last name. Enter a full or partial name to advance to a Scan Cust Sold To By Last Name screen, which lists all customers alphabetically beginning with the name you entered. You can also include a full or partial first name along with a full (not partial) last name to restrict the scan further. See Customer Scan Screens in Order Maintenance.

Alphanumeric, 25 positions; optional.

First name

The sold-to customer’s first name.

Enter the last name, first name, and postal code to advance to the Scan Customer Sold To by Postal Code screen, which lists all customers alphabetically beginning with the postal code you entered. You can also enter just the full (not partial) last name and full or partial first name to advance to the Scan Cust Sold To By Last Name screen. See Customer Scan Screens in Order Maintenance.

Note: First name must be used in conjunction with Postal code, Last name or with just Last name for scanning. You cannot scan on first name alone.

Alphanumeric, 25 positions.

Company name

The name of the company placing the order. Use this field to advance to the Scan Customer Sold To by Company Name screen. See Customer Scan Screens in Order Maintenance.

Alphanumeric, 30 positions; optional.

Phone number

The customer's daytime, evening, or third (fax or mobile) telephone number. Use these fields to advance to the Scan Customer Sold To by Phone Number screen. Customer Scan Screens in Order Maintenance.

You can define a telephone number format for each country to map to the phone numbers operators enter into the system. See Setting Up the Country Table (WCTY).

Note: Your entry should include any formatting specified by the telephone number format for the country; for example, if the telephone number format for the United States is (111) 111-111, your entry should include the parentheses and hyphen.

Alphanumeric, 14 positions; optional.

E-mail Address

An email address for the customer.

When you enter a full or partial email address, you advance to the Scan Customer by E-mail Address screen, where you can scan by any email address on file for a customer. This field is not case sensitive; an email address of abc@example.com matches an entry of ABC@EXAMPLE.COM, and vice versa. See Customer Scan Screens in Order Maintenance.

Alphanumeric, 50 positions; optional.

Other scans

Salesrep # (Sales representative number)

A code that identifies a sales representative from your company who entered or obtained the order.

Numeric, 7 positions; optional.

Batch #

A number that identifies a group of orders within an order batch.

Use this field to advance to the Scan Orders by Batch Number screen. Order Scan Screens in Order Maintenance.

Numeric, 5 positions; optional.

Invoice #

The number assigned by the system to the customer's bill. Use this field to advance directly to the Work with Order Screen in Order Maintenance.

Numeric, 7 positions; optional.

Country

The code representing the customer's country. Country codes are defined in and validated against the Country table; see Setting Up the Country Table (WCTY).

Use this field to advance to the Scan Customer Sold To by Country screen. See Customer Scan Screens in Order Maintenance.

Alphanumeric, 3 positions; optional.

Screen Option

Procedure

Enter orders

Select Enter Orders to advance to the order entry Select Customer Sold To For Order Screen.

Check item availability

Select Item Availability. See Inquiring into Item Availability (DIAV).

Advancing from Customer and Order Scan Fields

Process: Depending on the field(s) you use for scanning at the Order Maintenance Selection Screen, you advance to a subsequent customer or order scan screen.

You advance directly to the Work with Order Screen in Order Maintenance when you scan from the Order # or Invoice # fields, or from the Tracking # if your entry is an exact match.

Orders that are not eligible for maintenance: You cannot maintain an order if its status is Suspended or Error, if it is a canceled pre-order quote, or if it is a store pickup order:

• Use batch order entry to work with orders in Suspended or Error status. See Introducing Order Batches for more information.

• If you select a store pickup order, the only available option is to cancel the entire order, provided you have sufficient authority. See Store Pickup Orders for an overview, and see Canceling a Store Pickup Order for details.

Customer Scan Screens in Order Maintenance

Customer scan screens display a list of customers matching your search criteria from the Order Maintenance Selection Screen. For example, if you entered a Postal code at the initial screen, you advance to a customer scan screen displaying customers sorted alphanumerically by postal code, starting with your entry. You can select a customer at customer scan screen in order to advance to an order scan screen.

Note: Customer scan screens do not display ghost customers, identified by the setting of the Ghost flag. These are customers who were merged during a merge/purge process.

How to advance from a customer scan field: Select a record to advance to an Order Scan Screens in Order Maintenance, where you can select an order for maintenance.

Order Scan Screens in Order Maintenance

Order scan screens display a list of orders matching the search criteria you entered at the Order Maintenance Selection Screen. For example, if you entered an Order cross ref # at the initial screen, you advance to a scan screen displaying orders sorted alphanumerically by order cross reference number, starting with your entry.

Ghost customers: If you enter the customer number of a ghost customer, the scan screen does not display any orders; this is because a merge/purge has assigned any orders using that customer number to the “target” customer. You can identify a ghost customer by the setting of the Ghost flag.

Choose an order by selecting Select for it. You advance to the Work with Order Screen in Order Maintenance.

Customer Note Window

A customer note pop-up window may open when you select an order for maintenance.

About this window: This window opens because of information you entered in a customer note for the sold-to customer on the order (not a recipient on the order). Specifically, you have entered a customer note that was flagged to display automatically when you select the customer for order entry or order maintenance.

Window contents: This window includes:

Sold-to customer

• customer name or Company name

• customer note text

For more information:

• setting up a customer note type that will display automatically when you select a customer for order entry or maintenance: Working with Customer Note Types (WNTY)

• working with customer notes: Edit Customer Notes Screen

PayPal Warning Window

A PayPal Warning window opens when you select an order for maintenance that contains a pay type with PPL (PayPal) defined as the authorization service and deposit service.

This window indicates that you should not make any changes to the order that would increase the order total. When you generate a pick slip for an order that contains a PayPal payment, the system validates that the amount required to generate the pick slip does not exceed 115% or $75.00 of the original authorization amount that was received from PayPal during web storefront processing.

Order contains a PayPal pay type. Activities that will increase the order total - adding a line, increasing a price, should not be performed.

 

Select Exit at this window to continue to order maintenance.

For more information: See PayPal Direct Connection Integration for an overview and the required setup.

Warning: Order Locked Window

When a user is entering an order or selects an order for maintenance, or when a function is updating an order, Order Management System locks the order by entering the user’s login ID or the function name in the User field in the Order Header table. If the User field is not cleared afterward, the order remains locked. For example, an order might be locked because the user’s session ended unexpectedly.

• If the order is locked, the system displays the Warning: Order Locked window. This window indicates the name of the user or process using the order, based on the current entry in the User field in the Order Header table.

To unlock the order, use the Unlocking a Stranded Order or Batch (MULO) menu option.

Cannot Maintain Order Window

This window opens if you select to maintain an order that is in a suspended or error status or whose order type identifies the order as a canceled pre-order quote. In any of these situations, you cannot maintain the order.

See Entering Pre-Order Quotes and Maintaining Quotes in Order Maintenance for more information about pre-order quotes.

Maintaining Retail Pickup or Delivery Orders from the Order Broker

If you have authority under the Maintain Brokered Fulfillment Orders (B20) secured feature, a window displays a warning message when you select an open or held delivery or retail pickup order for maintenance, indicating that maintenance options are limited.

Secured feature: If you do not have authority under the Maintain Brokered Fulfillment Orders (B20) secured feature, you cannot maintain a delivery or retail pickup order received from the Order Broker.

Possible updates: You might need to maintain a retail pickup or delivery order to:

Sell out an item that is no longer available: Order Management System sends a reject request to the Order Broker. The Order Broker then attempts to find another location to fulfill the order unless the order has already reached the Search retries maximum specified in Order Broker.

Cancel an item that the customer no longer wants: Order Management System sends a cancel request to the Order Broker, indicating that the order should not be fulfilled. The Order Broker does not reassign a canceled order to another fulfilling location.

Caution: Certain updates are not appropriate for these orders, such as:

• changing payment information. When the system creates retail pickup or delivery orders, it uses the Order Broker Payment Type (K98). This is typically a “dummy” payment type if the order is fully paid in the originating retail location.

• changing the shipping address:

- A retail pickup order ships to the originating store location, so you should update the shipping address only if the address for the originating store changes.

- A delivery order ships to the customer. You should change the shipping address only after communicating with the originating location, so that the shipping address recorded for the order is consistent.

Returns: If the Suppress Returns for Retail Pickup/Delivery (L88) system control value is:

• selected, you cannot process a return against a retail pickup or delivery order or add a negative additional charge

• unselected, you can process a return against a retail pickup or delivery order; however, the Order Broker Payment Type (K98) is deactivated after shipment, so you would then need to enter a new payment method in order to process the related refund.

Note: Regardless of the setting of the Suppress Returns for Retail Pickup/Delivery (L88) system control value, you cannot enter a line with a negative quantity or apply a discount against a shipped order line on a retail pickup or delivery order.

Prohibited updates: Other updates are not allowed, such as:

• adding an item

• changing the ordered quantity

See the Order Broker Integration for background.

Maintaining a Ship-for-Pickup Order

If the Payment at POS for Ship for Pickup Orders (L60) system control value is selected and you are maintaining a ship-for-pickup order, you cannot:

• process a return against an entire ship-for-pickup order or a line on a ship-for-pickup order

• enter a negative additional charge

• enter a line with a negative quantity

• apply a discount to a closed order line

These restrictions apply regardless of whether the order type matches the Order Type for Special Orders (L15).

See the Order Broker Integration for background.

ChannelAdvisor Warning Window

An error message window opens when you select an order for maintenance if its order type matches the ChannelAdvisor Order Type (L90). Changes to orders you process through the ChannelAdvisor integration are not sent to ChannelAdvisor. See ChannelAdvisor Integration Overview for background.

CS05_02 OMSCS 19.0 December 2019 OHC