Displaying More Options in OIOM

Displaying More Options in OIOM

Purpose: Select Options or More Options when you are Entering Orders, using standard Order Inquiry, or using order maintenance, to display a screen that provides additional related options that are unavailable on the regular screens.

In this chapter:

• Display More Options Screen

• Alternate Currency View Screen

• Work with Ticklers Screen (order view)

• About Customer Action Notes

- Edit Customer Actions Window

• Work with Email by Order Number Screen

• Work with Customer Profile Screen

• Work with Email by Customer Sold To Number Screen

• Edit Customer Notes Screen

• Work with Email by Customer Ship To Number Screen

• Work with Email by Customer Bill To Number Screen

• Display Pick Tickets for Order Screen

• Display Order Totals Window

• Work with Subscriptions Screen

• Customer Order Item History Screen

• Brokered Backorder Summary Screen

Display More Options Screen

Note: The Void/Reprint Picks option is not available in standard order inquiry and the Subscriptions option is not available in order entry/maintenance; however, these options are consolidated on one screen for documentation purposes.

Field	Description
Order #	The number of the order and the order ship-to (shipping address) you are currently working with. Order number: numeric, 8 positions; display-only. Ship-to number: numeric, 3 positions; display-only.
Sold to	A unique number to identify the customer who placed the order, and the customer's name or company name. Customer number: numeric, 9 positions; display-only. Name: alphanumeric, 41 positions; display-only.
Bill to	The bill-to customer associated with the customer who placed the order. Numeric, 7 positions; display-only.

Available options:

• Alternate currency view: select this option to review order totals in the alternate currency (the currency defined for the offer associated with the source code on the order header). This option is available only if the Use Alternate Currency Pricing (H89) system control value is selected and the order is associated with an alternate currency. See Alternate Currency View Screen.

• Customer action notes: select this option to enter, update, delete or resolve an action issue for a customer. A pop-up action window opens each time you select the customer until the issue is resolved. See About Customer Action Notes.

• Customer notes: select this option to record or view information about the current customer. See Edit Customer Notes Screen.

• Customer ownership: select this option to work with products a customer owns. If customer ownership records have been defined for the customer, you advance to the Work with Customer Ownership Screen; otherwise, you advance to the Create Customer Ownership Screen.

• Customer profile: select this option to create a demographic profile for the current customer, which may describe the customer's gender, age, income, geographic location, or other types of demographic data. See the Work with Customer Profile Screen.

• Customer email addresses: select this option to advance to the Work with Customer Email Address Screen, where you can review and work with email addresses for a sold-to customer.

• Customer memberships: select this option to review or work with membership programs you use to generate periodic orders for the customer. This screen opens each customer membership for the sold-to customer on the current order. This information appears only for the customer who purchased the membership, not the recipient (if any). If the membership was created through order entry rather than the Work with Customer Membership menu option, the order number appears on this screen. You cannot create a customer membership through this screen. See Working with Customer Memberships (WWCM).

• Customer warranty information: select this option to review, create, change, and delete customer warranty information for a product on the order. See the Work with Customer Warranty Information Screen.

• Customer order item history: select this option to advance to the Customer Order Item History Screen to display items that the customer has ordered on previous orders.

• Display invoices: select this option to advance to the Display Invoices Screen where you can review invoices associated with the order.

• Display picks: select this option to find out the status of picks generated for an order, such as when they were prepared, printed and confirmed. See the Display Pick Tickets for Order Screen.

• Email for customer bill to: select this option to advance to the Work with Email by Customer Bill To Number Screen, where you can review or work with emails sent to or received from the sold-to or bill-to customer on the order.

• Email for customer ship to: select this option to advance to the Work with Email by Customer Ship To Number Screen, where you can review or work with emails sent to or received from the sold-to customer on the order.

• Email for customer sold to: select this option to advance to the Work with Email by Customer Sold To Number Screen, where you can review or work with emails sent to or received from the sold-to, ship-to, or bill-to customer on the order.

• Email for order: select this option to advance to the Work with Email by Order Number Screen, where you can review or work with emails sent to or received from the customer related to the current order.

• Loyalty Account: Select this option to review loyalty account information from Oracle Retail Customer Engagement for a customer. When you select this option, the system retrieves the customer’s information from Oracle Retail Customer Engagement.

- If Oracle Retail Customer Engagement finds a loyalty card assigned to the customer, the system advances you to the Display Loyalty Account Screen. If more than one loyalty card is assigned to the customer in Oracle Retail Customer Engagement, the system displays loyalty account information for the first card assigned to the customer.

- If Oracle Retail Customer Engagement does not find a loyalty card for the customer, the system advances you to the Customer Loyalty Registration Window, where you can select to enroll the customer in the Oracle Retail Customer Engagement Loyalty program.

- If a Relate ID is not defined for the customer in the Customer Sold To table, the system displays an error message similar to the following: This customer does not have a Relate ID.

- If a connection could not be made to Oracle Retail Customer Engagement, the system displays an error message similar to the following: Unable to connect to ORCE.

Note: This option is available only if the Use ORCE Loyalty (M06) system control value is selected. See Customer Engagement Loyalty Integration for an overview.

• Order totals: select this option to view accumulated totals across all shipping addresses (recipients) on an order. See Display Order Totals Window.

• Print/Email Quotes: Select this option to advance to the Print/Email Quote Window, where you can select to print the Quote form or generate the Quote Confirmation email. See Entering Pre-Order Quotes. Note: This option is available only for orders whose order type has the Quote option selected. In addition, this option does not display if the Quote Printing Program (K73) and Quote Confirmation Email Program (K74) system control values do not contain a value or if all of the items on the quote are soldout and the Exclude S/O on order confirmation field for the order type on the quote is selected.

• Purchase History: Select this option to review completed sales and return transactions from Oracle Retail Customer Engagement for a customer. When you select this option, the system retrieves the customer’s information from Oracle Retail Customer Engagement and advances you to the Display Purchase History Screen. If a connection could not be made to Oracle Retail Customer Engagement, the system displays an error message similar to the following: Unable to connect to ORCE. Note: This option is available only if the ORCE Customer Integration (L37) system control value is set to INTERACT. See Customer Engagement Purchase History Integration.

• Rewards Points: Not implemented.

• Send contact us email: Select this option to generate an email requesting that the customer contact you about the order. See the Summary of Customer Correspondence for more information on when this option is available, and see the “Contact Us” Notification Sample and Contents for more information on the generated email.

• Subscriptions (standard order inquiry only): select this option to review, fulfill, or modify the subscription ordered by the customer. See the Work with Subscriptions Screen.

• Ticklers: select this option to work with ticklers associated with the order. See Work with Ticklers Screen. This option is available only if the Use Workflow Management (H96) system control value is selected.

• Void/reprint picks (order entry/maintenance only): select this option to void or reprint a pick slip for a previous order for the customer, if, for example, the customer wants to use a different shipping service. See the Reprint/Void Pick Slips by Order Screen in Reprinting and Voiding Pick Slips (WVRP or WSVP).

• Wish List: select this option to review the customer’s wish list from Oracle Retail Customer Engagement. When you select this option, the system retrieves the sold to customer’s wish list information from Oracle Retail Customer Engagement and advances you to the Display Wish List Screen where you can review the items on the customer’s wish list from Oracle Retail Customer Engagement that exist in Order Management System. The message No items in wish list displays if no wish list items are returned from Oracle Retail Customer Engagement. Note: This option is available only if the Use ORCE Wish List (M26) system control value is selected and the ORCE Customer Integration (L37) system control value is set to INTERACT; see Customer Engagement Customer Wish List Integration.

Alternate Currency View Screen

Purpose: Use this screen to review the order totals in the alternate currency associated with the order. This screen is available only if you use alternate currency pricing (the Use Alternate Currency Pricing (H89) system control value is selected) and the order is associated with an alternate currency. See Using Alternate Currency Pricing for an overview and required setup.

If the order is not associated with an alternate currency (the order is in the local currency), the order totals on this screen do not display. You can review the order totals in the local currency on the Display Order Summary Screen or the Work with Order/Recap Screen.

An order is associated with an alternate currency if the offer associated with the source code on the order header has a currency code and conversion rate defined, other than the local currency. The local currency is defined in the Local Currency Code (A55) system control value.

The order totals on this screen relate to the current order only. This means that, although the customer may have placed several orders at the same time that will ship to different addresses, the order totals shown relate just to one order.

Currency calculations: The system multiplies the amount in the local currency by the conversion rate defined in the Order Header Extended table to determine the amount in the alternate currency. Likewise, the system divides the amount in the alternate currency by the conversion rate to determine the amount in the local currency.

Local currency to alternate currency: The system uses this calculation when converting the local currency to the alternate currency: local amount x conversion rate = alternate (foreign) amount.

Alternate currency to local currency: The system uses this calculation when converting the alternate currency to the local currency: alternate (foreign) amount / conversion rate = local amount.

How to display this screen: At the Display More Options Screen, select Alternate Currency View.

Field	Description
Order #	The order number and ship to number whose order totals you are reviewing in the alternate currency. Numeric, 9 positions; display-only, assigned by the system.
Currency code	The code for the currency associated with the order. An order is associated with an alternate currency if the offer associated with the source code on the order header has a currency code and conversion rate defined, other than the local currency. The local currency is defined in the Local Currency Code (A55) system control value. The currency code and conversion rate for the order are stored in the Order Header Extended table. Alphanumeric, 3 positions; display-only.
Merch (Merchandise)	The total value of merchandise on this order in the alternate currency. This does not include freight, additional charges, tax (except for hidden tax), duty, handling, or sold out items. The value in the Merch field is the grand total of the item price on the line multiplied by the quantity ordered. Numeric, 9 positions with a 2-place decimal; display-only, updated by the system.
Frt (Freight)	The total charge for shipping the current order in the alternate currency. Shipping charges are based on the freight method defined for the source code used on the order. This amount also includes any service charges by ship via and order weight charges by ship via. See Working with Ship Via Codes (WVIA). This amount does not include any additional charges associated with shipping this item (see the Frt+ field for these totals). This field is blank if no freight is charged on the order (Calc freight = Unselected). Numeric, 7 positions with a 2-place decimal; display-only, updated by the system.
Frt+ (Additional freight)	The total additional freight charges on the current order in the alternate currency. Additional freight charges can be defined for a shipper in the Ship Via table. For example, a shipper can charge a premium for overnight or express deliveries. Numeric, 7 positions with a 2-place decimal; display-only, updated by the system.
Chg (Additional charges)	The total extra charges added to the current order in the alternate currency. This can be an additional service charge defined for the source code or offer used on the order, an additional shipping charge for an item on the order, a guaranteed service charge defined for the offer, or any type of miscellaneous charge or credit added to the order. Numeric, 7 positions with a 2-place decimal; display-only, updated by the system.
Tax	The total sales tax on the current order in the alternate currency, based on the merchandise dollar value of the order and, optionally, freight and special handling. Tax does not accumulate here for orders subject to VAT and tax-inclusive pricing. Numeric, 7 positions with a 2-place decimal; display-only, updated by the system.
Hnd (Handling)	The total special handling charge on the current order in the alternate currency. Numeric, 7 positions with a 2-place decimal; display-only, updated by the system.
Total (Order total)	The grand total of all charges on the current order in the alternate currency. This includes merchandise, freight, additional freight, additional charges, tax, and handling. Numeric, 11 positions with a 2-place decimal; display-only, updated by the system.
Ln#	The line number of the item on the order. Numeric, 3 positions; display-only.
Qty	The number of units ordered of the item. Numeric, 5 positions; display-only.
Item	A code for the item on the order. Alphanumeric, 12 positions; display-only.
SKU	The style of the item, such as its color or size. Alphanumeric, three 4-position fields.
Description	A description of the item on the order. Alphanumeric, 120 positions; display-only.
Price	The extended selling price of the item in the alternate currency, based on the quantity ordered. The system calculates the price by taking into account any price breaks, source or order discounts. The system calculates the price using the pricing hierarchy in the System Control table. Numeric, 7 positions with a 2 place decimal; display-only, calculated by the system.

Work with Ticklers Screen (order view)

Purpose: Use this screen to review, work with, and resolve ticklers associated with the order, sold to customer on the order, and bill to customer on the order.

Secured feature: If you do not have authority to the Update All Ticklers (B09) secured feature, you cannot update a tickler that is not assigned to you or your tickler groups or an error message indicates: Not authorized to change.

This secured feature controls updating a tickler 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.

If you do not have access to this feature, you can update only ticklers assigned to you or your tickler groups. However, you can still release an order associated with the tickler from hold.

See Workflow Management Overview and Setup for an overview and required setup for workflow management processing.

How to display this screen: At the Display More Options Screen, select Ticklers.

Field	Description
Order #	The order associated with the ticklers on the screen. Numeric, 9 positions; display-only.
Status	The status of the order. Valid values: • Open • Archived (This option is not currently implemented) • Cancelled • Held • Purged • Quote • Suspended • Closed Alphanumeric, display-only.
Sold to	The number and description of the sold to customer associated with the ticklers on the screen. Sold to number: Numeric, 9 positions; display-only. Sold to description: Alphanumeric, 40 positions; display-only.
Bill to	The number and description of the bill to customer associated with the ticklers on the screen. Bill to number: Numeric, 9 positions; display-only. Bill to description: Alphanumeric, 40 positions; display-only.
Status	The status of the tickler. Valid values: • Open = the tickler is open and is available to work on in the assigned tickler work queue. • Inprocess = the tickler is currently being worked on by the assigned user. • Resolved = the tickler has been resolved. Optional.
P (tickler priority)	The priority of the tickler, indicating how important the issue associated with the tickler is to resolve (1 is the lowest priority and 9 is the highest priority). Numeric, 1 position; optional.
Assigned (assign date)	The date the tickler was assigned to the user or tickler user group. Numeric, 7 positions (in user date format); optional.
Ev (tickler event code)	The code for the tickler event that created the tickler. Valid values: • BO = Backorders • CO = Cancelled orders • HO = Held orders • MN = Manually created • NO = New orders • OO = Aged open orders • SO = Sold out orders • UP = Unconfirmed pick tickets • VP = Voided pick tickets • WF = Remote workflow See System Delivered Tickler Events. Alphanumeric, 2 positions; optional.
Cat (tickler category)	The tickler category assigned to the tickler. Tickler categories are defined in and validated against the Tickler Category table; see Working with Tickler Category (WTCT). Alphanumeric, 3 positions; optional.
Tickler#	The tickler number assigned to the tickler, from the Tickler Number number assignment record. Numeric, 9 positions; optional.
User group	The group ID of the tickler user group assigned to the tickler. Tickler user groups are defined in and validated against the Tickler User Group table; see Working with Tickler User Groups (WTUG). Tickler group ID: Alphanumeric, 10 positions; display-only.
User	The user ID of the user assigned to the tickler. Users are defined in and validated against the User table; see Working with User Records (WUSR). User ID: Alphanumeric, 10 positions; display-only.
Item	The item associated with the tickler. Alphanumeric, 12 positions; optional.
OST# (order ship to number)	The order ship to associated with the tickler. Numeric, 3 positions; optional.

Screen Option	Procedure
Change a tickler	Select Change for a tickler to advance to the Change Tickler Screen.
Delete a tickler	Select Delete for a tickler to delete it. You can only delete MN (manually created) ticklers.
Display a tickler	Select Display for a tickler to advance to the Display Tickler Screen. See the Change Tickler Screen for field descriptions.
Release the order associated with the tickler from hold	Select Release for a tickler to advance to the Release Reason Prompt Pop-Up Window (order header hold), Release Recipient Hold Reason Pop-Up Window (recipient hold), and/or Release Order Payment Method Window (pay type hold). If you release an order from hold for an HO (held order) tickler, the system automatically resolves the tickler. Also, the system evaluates any other ticklers associated with the order to determine if they can be resolved.
	If you select Release for a tickler not associated with a held order, an error message indicates: Order not on hold. If you select Release for a tickler not associated with an order, an error message indicates: Tickler not eligible for this option. Note: You must have authority to the Release Held Orders (ERHO) menu option to release the order from hold.
Select a tickler to work on	Select In Process for a tickler to change the status of the tickler from open to in process. You can only select to work with a tickler that is in an open status; if you select In process for a tickler that is in an in process or resolved status, an error message indicates: Tickler status cannot be changed - resolved or already in process. Selecting this option automatically assigns the tickler to the user and creates a tickler history record.
Enter or review tickler work notes	Select Notes for a tickler to advance to the work notes screen, based on the note type defined for the tickler. Note type A advances you to the Edit Customer Actions Window. Note type B advances you to the Work with Bill To Notes Screen. Note type O advances you to the Work with Order Messages Screen. Note type S advances you to the Edit Customer Notes Screen. Note type T advances you to the Work with Tickler Notes Screen.
Review the tickler source	Select Detail for a tickler to advance to the source screen, based on the tickler event associated with the tickler. BO, CO, HO, NO, OO, SO, UP, VP, and WF ticklers advance you to the Order Inquiry Header Screen. You cannot view the source for MN ticklers: Requested tickler has no source reference.
Review tickler history	Select History for a tickler to advance to the Work with Tickler History Screen.
Resolve a tickler	Select Resolve for a tickler to advance to the Resolve Tickler Window.
Review procedures for a tickler	Select Procedure for a tickler to advance to the Work with Tickler Event Rule Procedure Screen. You cannot add or change tickler procedures when you advance from the Work with Tickler screen. You cannot review procedures for MN ticklers.
Create a tickler for the MN (manually created) tickler event	Select Create to advance to the Create Tickler Screen. Note: To create a MN tickler, you must have authority to the Create Manual Tickler (B13) secured feature.
Review the number of ticklers in the work queue, based on the selection criteria you have defined	Select Count to advance to the Current Tickler Count Window window.
Toggle between displaying open and in use ticklers or resolved ticklers	Select Open/Resolved. The system toggles between displaying: • ticklers in an open or in process status. • tickler in a resolved status.
Review ticklers associated with the sold to customer on the order	Select Cust sold to to advance to the Work with Ticklers Screen (sold to customer view).

About Customer Action Notes

Purpose: Use Customer Action Notes to identify and address critical customer issues that need action. The two options you can use to enter, delete, display, resolve, update the status, or attach detailed notes about a customer issue are:

• Edit Customer Actions Window

• Work with Email by Order Number Screen

You can use the Customer Actions function to enter and track customer issues regarding an order (or anything else). In a customer action note you can:

1. Enter a brief statement about a customer issue or problem.

2. Enter a reason code to identify the issue or problem for further grouping and reports.

3. Assign the issue to a specific user for follow up or resolution.

4. Add detailed information describing the customer issue.

5. Update the status of the action from O (open) to W (work in process), and, optionally, override the assigned user.

6. Identify the issue as R (resolved) when it meets the customer's satisfaction.

Dealing with customer action issues: To resolve an unresolved action issue you should:

1. Review the action description, which is a brief description of the problem.

2. Respond to the issue by:

- Selecting Delete to delete the issue immediately.

- Selecting Display to review time and date statistics associated with the customer action.

- Selecting Detail Notes to view or enter detailed information about the action issue.

- Selecting Work in Process to view or enter detailed information about the action issue. This option also automatically updates the status from O (open) to W (work in process), and automatically updates the most recent user.

- Selecting Resolve to resolve the issue and change the status from O (open) or W (work in process) to R (resolved).

Secured features: The following secured features define whether you have authority to add, delete, update, or resolve customer action issues:

• Change Customer Action Notes Description (A93)

• Add Customer Action Detail Notes (A94)

• Change Customer Action Detail Notes (A95)

• Delete Customer Action Notes (A96)

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

• Change Customer Action Notes Status/Resolve (A98)

Edit Customer Actions Window

Purpose: A pop-up window opens during order entry or when you work with Customer Memberships when you select a customer with an unresolved action issue. This window opens when you select OK at the order header screen and the system validates your entries. The system assigns a status of O (open) to all new customer action issues. The status can be updated to W (work in process) if the issue has been investigated but not yet resolved. The customer actions pop-up window opens each time you select this customer (through order entry, standard order inquiry, order maintenance, customer maintenance, customer memberships, or catalog requests) until you mark the action issue as R (resolved).

Note:

• This window opens automatically only once per order.

• This window displays the customer action issues entered for a single customer. To review all action issues in your company, use the Work with Email by Order Number Screen menu option.

• You can print a report listing customer action notes by date or by the person who entered them. See Printing the Customer Exposure Report (PCER) and Printing the Customer Detail Exposure Report (PCAR).

• This window does not open in streamlined order inquiry.

How to display this window:

• at the Display More Options Screen, Select for Customer Action Notes.

• select Actions for a customer at a Work with Customer screen (see Selecting Customers)

• select Customer Actions at the Create or Change Customer Sold To screen (see Creating and Updating Sold-to Customers (WCST)).

If you Use Workflow Management (H96):

• select Notes for a tickler at the Work with Tickler Screen (user/group view) or Workflow Management Screen (tickler supervisor).

• select OK at the Create Tickler Screen.

• select Notes at the Change Tickler Screen or Display Tickler Screen.

Field	Description
Customer (Sold-to customer number)	A number assigned by the system to identify the customer. Numeric, 9 positions; display-only, assigned by the system.
Customer name (unlabeled field to the right of the Customer field)	The customer's last name, first name and middle initial. Last name: alphanumeric, 25 positions; display-only. First name: alphanumeric, 15 positions; display-only. Initial: alphanumeric, 1 position; display-only.
Action description	The issue that needs to be investigated and resolved for the customer. Enter only 1 issue per line. If necessary, enter more information about the issue by selecting Detail notes for the issue. Note: If there are multiple action notes for a customer, the Customer Detail Exposure Report by Reason Code lists just the first note. Alphanumeric, 40 positions; required.
Reason (Customer action reason code)	Identifies the reason behind the customer action note. Reason codes are defined in and validated against the Customer Action Reason Codes table; see Working with Customer Action Reason Codes (WCAR). Alphanumeric, 2 positions; optional.
User	The user ID of the person who should follow up on or resolve the action issue. Alphanumeric, 10 positions, optional.
Status)	The current status of the issue. Valid status codes are: • O = Open; initial status of all action issues • W = Work in Process; issue investigated but not yet resolved. Select Work in process for the issue to view the details of the issue, update the user ID, and update the status to W (work in Process). • R = Resolved; issue resolved and closed Select Resolve for the issue to update the status to R (resolved). Alphanumeric, 1 position; display-only, updated by the system.
Resolved (Date resolved)	The date when the customer action issue was resolved. The current date defaults when you select Resolve for an issue to close it. Numeric, 6 positions (in user date format); display-only, updated by the system.
D (Details; unlabeled field to the right of the Resolved field)	Identifies whether the customer action note provides a further description. Select Detail notes for an issue to view the details. Alphanumeric, 1 position; display-only.

Screen Option	Procedure
Create a note for an action issue	Enter a brief description of an issue on one of the lines available. Optionally, you can enter a reason code and the ID of the user assigned to follow up on the issue.
Delete an action issue	Select Delete for an issue to delete it. See Resolving or Deleting an Action Issue.
Display statistics for an action issue	Select Display for an issue to advance to the Display Customer Action screen. Each field on this screen is described under Edit Customer Actions Window and Work with Customer Action Notes Screen.
Update the status of an action issue to “work in process”	Select Work in process for an issue to set its status to W and advance to the Customer Action Note Details Screen.
Identify an issue as “resolved”	Select Resolve for an issue to “resolve” it. See Resolving or Deleting an Action Issue.
Enter detailed notes for an issue	Select Detail notes for an issue to advance to the Customer Action Note Details Screen.

Work with Email by Order Number Screen

Purpose: Use this screen to review emails associated with an order.

About emails: The Correspondence History table stores outbound and inbound emails related to an order, customer (including sold-to, ship-to, and bill-to customers), vendor or purchase order. You can associate an email with an order by indicating the order number when you forward the email into the system, or by specifying the order number at the Change Email Screen. See Email Repository Overview for more information.

Outbound emails: The Write Outbound Email to Email Repository (H99) system control value controls whether to store header information for outbound email notifications, or for the Outbound Email XML Message (CWEmailOut) if specified for the notification type.

How to display this screen: Select Email for Order at the Display More Options Screen.

Field	Description
Order #	A number identifying the order that you are currently reviewing or working with. The order ship-to number is separated by the order number with a semicolon (-). Order number: numeric, 8 positions; display-only. Order ship-to number: numeric, 3 positions; display-only.
Status	The status of the order. Possible statuses are: • Canceled • Held • Suspended • Closed • Open • Quote Alphanumeric, 10 positions; display-only.
Customer #	A number to identify the customer who placed the order, the customer’s name, and the company name, if any. Customer number: numeric, 9 positions; display-only. Customer company and name: alphanumeric, 41 positions; display-only.
Create date	The date when the email was forwarded into the system, and the Correspondence History record was created. Numeric, 6 positions (in user date format); optional.
Email date	The date when the email was originally sent. Numeric, 6 positions (in user date format); optional.
Category	A category that you use to group email correspondence between you and your customers. A category of NTF indicates that the email was a notification generated by the system and sent to the customer. Alphanumeric, 3 positions; optional.
Source	Indicates whether the email was inbound or outbound. Valid values are: • EXT = the email was forwarded into Order Management System • INT = the email originated in Order Management System and was sent to a customer. A user-supplied code indicating the email’s source is not currently implemented. Alphanumeric, 3 positions; optional.
Subject	The subject line of the email. • Inbound emails: Things to note: - When you forward an email into Order Management System, the system deletes FW: from the beginning of the subject line; however, if the email has been forwarded multiple times, only the first occurrence will be deleted. - The system renders the text of the subject line in all capital letters. - The subject line is truncated if it exceeds the maximum length of this field. - The system converts certain special characters. See Symbol and Special Character Conversion in Emails. The system deletes the email identifiers from the subject line if translation is successful. For example, a subject line reading FW: COMPANY=27;CUSTOMER=613;ATTACHMENT=N; Where is my order? would be translated to WHERE IS MY ORDER? Even if translation is successful, however, it does not necessarily mean that the email is assigned to a customer; it is possible for the email identifiers to be formatted correctly, but for the values specified to be incorrect or inconsistent.
	• Outbound emails: Possible subject lines for outbound email notifications include: - BACKORDER NOTIFICATION - CONTACT US NOTIFICATION - CREDIT CARD CREDIT ACKNOWLEDGEMENT - CREDIT CARD DECLINE NOTIFICATION - LOYALTY MEMBERSHIP-D - LOYALTY MEMBERSHIP-A - ORDER CONFIRMATION - ORDER UPDATE CONFIRMATION - Return Conf. - Order #99999999 - Ship Conf. - Order #99999999 - SOLDOUT CONFIRMATION - STORED VALUE CARD NOTIFICATION - QUOTE CONFIRMATION Summary information for an outbound email or Outbound Email XML Message (CWEmailOut) is stored only if the Write Outbound Email to Email Repository (H99) system control value is selected. See When Does the System Generate an Email Notification? for information on system-generated emails. To switch between displaying the subject line and the originating email address for the email, select Subject/email address. Alphanumeric, 78 positions; display-only.
Email address	The email address of the person who originated the email. To switch between displaying the subject line and the originating email address for the email, select Subject/email address. Alphanumeric, 50 positions; display-only.

Option	Procedure
Change the assignment of an email	Select Change for an email to advance to the Change Email Screen. The system confirms that your entries at this screen are consistent; see Identifying an Unrouted Email for more information. Note: The Changed Routed Email (B08) secured feature controls the ability to change an email assigned to an order number or customer. If you do not have authority to change a routed (assigned) email, you can select Display for an email to advance to the Display Email Screen, where you can review all of the same information.
Delete an email	Select Delete for an email to delete it.
Display information about an email	Select Display for an email to advance to the Display Email Screen.
Create a tickler for the MN (manually created) tickler event	Select Create Tickler for an email to advance to the Create Tickler Screen. Note: To create a MN tickler, you must have authority to the Create Manual Tickler (B13) secured feature.
Display email subject and text	Select Display Detail for an email to advance to the Display Email Detail Screen.
Review all emails assigned to the sold-to customer	Select W/W Email by Customer# to advance to the Work with Email by Customer Sold To Number Screen.
Switch between displaying the subject line and the originating email address for the email	Select Subject/Email Address.

Work with Customer Profile Screen

Purpose: Use this screen to create or view the customer's demographic profile. This helps you gather as much information as possible about the customer, categorize the customer, target the customer for specific promotions or catalog mailings, and include the customer’s name in customer lists you sell to other companies.

You define customer profile categories, such as age, income, or gender, and the valid values for each category through the Work with Profile Categories function. See Setting Up Customer Profiles (WPFL).

When you first advance to this screen for a customer: When you first advance to this screen for a customer for which you have not yet defined demographic data:

• If a default response has been defined for a profile category, the system defaults the response to the Data field.

• If a default response has not been defined for a profile category, the system leaves the Data field blank until you enter data for the field.

Order API: You can define demographic data for a customer on an order received through the Generic Order Interface (Order API); see the Profile element in the Inbound Order XML Message (CWORDERIN).

Inbound customer: You can define demographic data for a customer through the Generic Customer API; see the CustProfile element in the Inbound Customer Message (CWCustomerIn).

How to display this screen:

• select a Customer Profile at the Display More Options Screen;

• select Profile for a customer at a Work with Customer screen (see Selecting Customers);

• select Customer Profile at the Create or Change Cust Sold To screen (see Creating and Updating Sold-to Customers (WCST)).

To auto-display this screen in order entry: The Work with Customer Profile screen opens automatically in order entry if you need to collect information in a demographic profile category flagged as mandatory for the sold to customer on the order. Note: If the Alternate ID Required for Displaying Customer Profile (K87) system control value is selected, the Work with Customer Profile screen opens automatically only if an alternate customer number is defined for the sold to customer on the order.

To auto-display this screen in order maintenance: The Work with Customer Profile screen opens automatically in order maintenance if the Prompt for Mandatory Demographics in Order Maintenance (E60) system control value is selected. Note: If the Alternate ID Required for Displaying Customer Profile (K87) system control value is selected, the Work with Customer Profile screen opens automatically only if an alternate customer number is defined for the sold to customer on the order.

Field	Description
Customer #	A number assigned by the system to identify the customer. Numeric, 9 positions; display-only, assigned by the system.
Customer name (unlabeled field to the right of Customer #)	The customer's last name, first name and middle initial. Last name: Alphanumeric, 25 positions; display-only. First name: Alphanumeric, 15 positions; display-only. Initial: Alphanumeric, 1 position; display-only.
Profile	A number used to identify a demographics category, such as gender, income, or geographic area. Demographic categories are defined through the Work with Profile Categories option; see Setting Up Customer Profiles (WPFL). Numeric, 3 positions; display-only.
Description	Text associated with the demographics category, such as Gender, Income, or Geographic Location, etc. Alphanumeric, 20 positions; display-only.
Data	A valid response code for the demographics category. The current demographic data, if any, appears in the Data field; if you have not yet gathered the data from the customer, but you have assigned a default response for the category, then this value appears here. For example, if the category (in the Profile field) is Gender, you can enter or select the appropriate value for this customer, such as Female, Male, or Unknown. If you assign a default response for a profile category, then you will not be able to leave this category blank; the system will default the response back into the field when you select OK. Alphanumeric, 1 position.
Description	The description associated with the demographic data, such as Male, Female, or Unknown. Alphanumeric, 30 positions; display-only.
Mandatory	Indicates whether the profile category is mandatory. The system prompts you to collect a response for any category flagged as mandatory by advancing to this screen automatically when you select Accept or Accept/Add Rcp. to accept an order in order entry. You also advance to the screen automatically in order maintenance if the Prompt for Mandatory Demographics in Order Maintenance (E60) system control value is selected. If you have assigned a default response to a mandatory profile category, the Work with Customer Profile Screen does not display automatically; instead, the system assigns the default response to the customer in order entry or order maintenance if you have not already collected the data from the customer. Valid values are: • Yes = This is a mandatory profile category. • No = This is not a mandatory profile category.

Work with Email by Customer Sold To Number Screen

Purpose: Use this screen to review emails associated with a customer.

About emails: The Correspondence History table stores outbound and inbound emails related to an order, customer (including sold-to, ship-to, and bill-to customers), vendor or purchase order. You can associate an email with a customer by indicating the customer number when you forward the email into the system, or by specifying the customer number at the Change Email Screen; also, the system can assign the email based on a matching email address. See Email Repository Overview for more information.

How to display this screen:

• Select Email for Customer Sold To at the Display More Options Screen, or Customer Email Correspondence at the More Customer Sold To Options Screen

• Select W/W Email by Customer# at the Work with Email by Order Number Screen

Field	Description
Customer #	A number to identify the customer, the customer’s name, and the company name, if any. Customer number: numeric, 9 positions; display-only. Customer company and name: alphanumeric, 41 positions; display-only.
Create date	The date when the email was forwarded into the system, and the Correspondence History record was created. Numeric, 6 positions (in user date format); optional.
Email date	The date when the email was originally sent. Numeric, 6 positions (in user date format); optional.
Category	A category that you use to group email correspondence between you and your customers. A category of NTF indicates that the email was a notification generated by the system and sent to the customer. Alphanumeric, 3 positions; optional.
Source	Indicates whether the email was inbound or outbound. Valid values are: • EXT = the email was forwarded into Order Management System • INT = the email originated in Order Management System and was sent to a customer. A user-supplied code indicating the email’s source is not currently implemented. Alphanumeric, 3 positions; optional.
Subject	The subject line of the email. • Inbound emails: Things to note: - When you forward an email into Order Management System, the system deletes FW: from the beginning of the subject line; however, if the email has been forwarded multiple times, only the first occurrence will be deleted. - The system renders the text of the subject line in all capital letters. - The subject line is truncated if it exceeds the maximum length of this field. - The system converts certain special characters. See Symbol and Special Character Conversion in Emails. The system deletes the email identifiers from the subject line if translation is successful. For example, a subject line reading FW: COMPANY=27;CUSTOMER=613;ATTACHMENT=N; Where is my order? would be translated to WHERE IS MY ORDER? Even if translation is successful, however, it does not necessarily mean that the email is assigned to a customer; it is possible for the email identifiers to be formatted correctly, but for the values specified to be incorrect or inconsistent.
	• Outbound emails: Possible subject lines for outbound email notifications are: - BACKORDER NOTIFICATION - CONTACT US NOTIFICATION - CREDIT CARD CREDIT ACKNOWLEDGEMENT - CREDIT CARD DECLINE NOTIFICATION - LOYALTY MEMBERSHIP-D - LOYALTY MEMBERSHIP-A - ORDER CONFIRMATION - ORDER UPDATE CONFIRMATION - Return Conf. - Order #99999999 - Ship Conf. - Order #99999999 - SOLDOUT CONFIRMATION - STORED VALUE CARD NOTIFICATION - QUOTE CONFIRMATION Summary information for an outbound email or Outbound Email XML Message (CWEmailOut) is stored only if the Write Outbound Email to Email Repository (H99) system control value is selected. See When Does the System Generate an Email Notification? for information on system-generated emails. To switch between displaying the subject line and the originating email address for the email, select Subject/email address. Alphanumeric, 78 positions; display-only.
Email address	The email address of the person who originated the email. To switch between displaying the subject line and the originating email address for the email, select Subject/email address. Alphanumeric, 50 positions; display-only.

Option	Procedure
Change the assignment of an email	Select Change for an email to advance to the Change Email Screen. The system confirms that your entries at this screen are consistent; see Identifying an Unrouted Email for more information. Note: The Changed Routed Email (B08) secured feature controls the ability to change an email assigned to a customer. If you do not have authority to change a routed (assigned) email, you can select Display for an email to advance to the Display Email Screen, where you can review all of the same information.
Delete an email	Select Delete for an email to delete it.
Display information about an email	Select Display for an email to advance to the Display Email Screen.
Create a tickler for the MN (manually created) tickler event	Select Create Tickler for an email to advance to the Create Tickler Screen. Note: To create a MN tickler, you must have authority to the Create Manual Tickler (B13) secured feature.
Display email subject and text	Select Display Detail for an email to advance to the Display Email Detail Screen.
Switch between displaying the subject line and the originating email address for the email	Select Subject/Email Address.
Advance to standard order inquiry	Select Order Inquiry for an email. If the email is associated with an order number, you advance to the Order Inquiry Header Screen or the Order Inquiry Detail Screen, depending on the setting of the Default Version for Order Inquiry (C34) system control value. If the email is not associated with an order number, you advance to the Order Inquiry Scan Screen. Note: This option is not available if you advanced to this screen through standard order inquiry.

Edit Customer Notes Screen

Purpose: Use this screen to enter, view, or delete informational messages about sold-to customers. You can view this information through several key areas in the system, such as order entry or Customer Maintenance.

You can create customer note types to display the note automatically in a pop-up window when you select this customer in order entry. You can also define text that defaults into the Note field when you select the note type. See Working with Customer Note Types (WNTY).

Note: There is also a screen available to work with bill-to customer notes; see Work with Bill To Notes Screen.

How to display this screen:

• Select Customer Notes at the Display More Options Screen.

• select Notes for a customer on a Work with Customer screen (see Selecting Customers).

• select Notes at the first or second Create or Change Cust Sold To screen (see Creating and Updating Sold-to Customers (WCST)).

• select Customer Notes at the Customer Selection Screen

If you Use Workflow Management (H96):

• select Notes for a tickler at the Work with Tickler Screen (user/group view) or Workflow Management Screen (tickler supervisor).

• select OK at the Create Tickler Screen.

• select Notes at the Change Tickler Screen or Display Tickler Screen

Entering/editing notes: When you advance to this screen, the cursor is positioned at the first blank entry field. If the first screen is already filled with previously entered notes, press Page Down or select Next to advance to the first blank entry field. You can enter your new note.

To edit existing notes which are display-only, select Add/Change Note to switch the fields from display-only to editable fields.

Note sequence: The Display Customer Notes in LIFO Sequence (D55) system control value controls how customer notes are listed on the screen. If you select this value, the notes display in reverse chronological order (most recent first). If you unselect this value, the notes display in chronological order.

Address changes: The system writes a message to the Customer Note table each time you enter a change to a sold-to or permanent ship-to customer's name, address or phone number. The messages for a ship-to customer change are stored with the sold-to customer messages. See Reviewing Customer Address Changes.

Membership cancellations: The system writes a message, such as Memship Cancel Conf to eroosevelt@example.com. to the Customer Note table when you cancel a customer membership and generate the membership cancellation notification email. The note is written even if the system generates the Outbound Email XML Message (CWEmailOut) rather than an actual message, or if the email cannot be relayed if, for example, there is a problem with the destination email address. See the Membership Cancellation Email Program (K77) for an overview on membership cancellation emails

Field	Description
Customer (Sold-to customer number)	A number assigned by the system to identify the customer. Numeric, 9 positions; display-only, assigned by the system.
Customer name (unlabeled field to the right of Customer #)	The customer's company, and/or last name, first name and middle initial. Company: alphanumeric, 30 positions; display-only. Last name: alphanumeric, 25 positions; display-only. First name: alphanumeric, 15 positions; display-only. Initial: Alphanumeric, 1 position; display-only.
Notes	Fields where you can view, enter, or delete customer notes. The existing notes fields are display-only when you advance to the screen. The cursor is positioned at the first blank entry field. If the first screen is already filled with previously entered notes, select Next or press Page Down until you reach the first enterable field. If you need extra space, use Scroll or Page Down to display additional entry fields. To edit existing notes, select Add/Change Note to switch the display-only fields to editable fields. Alphanumeric, 60 positions per line.
Type	The type of customer note. You can use the Work with Customer Note Type menu option to define note types, and set up note types to display automatically in a pop-up window in order entry or order maintenance. You can also define text that will default into the Notes field. This text will default only if you have not already made an entry in that note line, and you can override any default. See Working with Customer Note Types (WNTY). This field is display-only when you first advance to the screen. Select Cust. Note Type to make it enterable. Alphanumeric, 1 position; optional or display-only.
User (User Id)	A code that identifies the person who entered the customer notes or who performed the activity (such as changing an address or cancelling a customer membership) that produced the note. If there is more than one note by the same user on the same date, the user ID and date are displayed just once. Alphanumeric, 10 positions; display-only.
Date	The date when the customer notes were entered. If there is more than one note by the same user on the same date, the user ID and date are displayed just once. Numeric, 6 positions (in user date format); display-only, updated by the system.

Screen Option	Procedure
Enter a new customer note	Begin typing at the first available Note field. You may need to press Page Down until you reach the first enterable field. Press Tab to advance from line to line, and select OK when you are done.
Add or change an existing note	Press F7 to toggle Add/Change Note to edit an existing note. Press Tab to advance from line to line, and select OK when you are done.
Make the Type field enterable or switch it back to display-only	Select Cust. Note Type.

Work with Email by Customer Ship To Number Screen

Purpose: Use this screen to review emails associated with a ship-to customer.

About emails: The Correspondence History table stores outbound and inbound emails related to an order, customer (including sold-to, ship-to, and bill-to customers), vendor or purchase order. You can associate an email with a ship-to customer by indicating the sold-to and ship-to customer numbers when you forward the email into the system, or by specifying these numbers at the Change Email Screen; also, the system can assign the email based on a matching email address. See Email Repository Overview for more information.

How to display this screen: Select Email for Customer Ship To at the Display More Options Screen. You can also display this screen by selecting Email history for a ship-to customer at the Work with Customer Ship Tos Screen.

Field	Description
Customer #	A number to identify the customer, the customer’s name, and the company name, if any. Customer number: numeric, 9 positions; display-only. Customer company and name: alphanumeric, 41 positions; display-only.
Ship to #	A number to identify a permanent shipping address associated with a sold-to customer. The ship-to customer name is to the right. Numeric, 3 positions; optional.
Create date	The date when the email was forwarded into the system, and the Correspondence History record was created. Numeric, 6 positions (in user date format); optional.
Email date	The date when the email was originally sent. Numeric, 6 positions (in user date format); optional.
Category	A category that you use to group email correspondence between you and your customers. A category of NTF indicates that the email was a notification generated by the system and sent to the customer. Alphanumeric, 3 positions; optional.
Source	Indicates whether the email was inbound or outbound. Valid values are: • EXT = the email was forwarded into Order Management System • INT = the email originated in Order Management System and was sent to a customer. A user-supplied code indicating the email’s source is not currently implemented. Alphanumeric, 3 positions; optional.
Subject	The subject line of the email. • Inbound emails: Things to note: - When you forward an email into Order Management System, the system deletes FW: from the beginning of the subject line; however, if the email has been forwarded multiple times, only the first occurrence will be deleted. - The system renders the text of the subject line in all capital letters. - The subject line is truncated if it exceeds the maximum length of this field. - The system converts certain special characters. See Symbol and Special Character Conversion in Emails. The system deletes the email identifiers from the subject line if translation is successful. For example, a subject line reading FW: COMPANY=27;CUSTOMER=613;ATTACHMENT=N; Where is my order? would be translated to WHERE IS MY ORDER? Even if translation is successful, however, it does not necessarily mean that the email is assigned to a customer; it is possible for the email identifiers to be formatted correctly, but for the values specified to be incorrect or inconsistent.
	• Outbound emails: Possible subject lines for outbound email notifications are: - BACKORDER NOTIFICATION - CONTACT US NOTIFICATION - CREDIT CARD CREDIT ACKNOWLEDGEMENT - CREDIT CARD DECLINE NOTIFICATION - LOYALTY MEMBERSHIP-D - LOYALTY MEMBERSHIP-A - ORDER CONFIRMATION - ORDER UPDATE CONFIRMATION - Return Conf. - Order #99999999 - Ship Conf. - Order #99999999 - SOLDOUT CONFIRMATION - STORED VALUE CARD NOTIFICATION Summary information for an outbound email or Outbound Email XML Message (CWEmailOut) is stored only if the Write Outbound Email to Email Repository (H99) system control value is selected. See When Does the System Generate an Email Notification? for information on system-generated emails. To switch between displaying the subject line and the originating email address for the email, select Subject/email address. Alphanumeric, 78 positions; display-only.
Email address	The email address of the person who originated the email. To switch between displaying the subject line and the originating email address for the email, select Subject/email address. Alphanumeric, 50 positions; display-only.

Option	Procedure
Change the assignment of an email	Select Change for an email to advance to the Change Email Screen. The system confirms that your entries at this screen are consistent; see Identifying an Unrouted Email for more information. Note: The Changed Routed Email (B08) secured feature controls the ability to change an email assigned to a customer. If you do not have authority to change a routed (assigned) email, you can select Display for an email to advance to the Display Email Screen, where you can review all of the same information.
Delete an email	Select Delete for an email to delete it.
Display information about an email	Select Display for an email to advance to the Display Email Screen.
Create a tickler for the MN (manually created) tickler event	Select Create tickler for an email to advance to the Create Tickler Screen. Note: To create a MN tickler, you must have authority to the Create Manual Tickler (B13) secured feature.
Display email subject and text	Select Display detail for an email to advance to the Display Email Detail Screen.
Switch between displaying the subject line and the originating email address for the email	Select Subject/email address.
Advance to order inquiry	Select Order inquiry for an email. If the email is associated with an order number, you advance to the Order Inquiry Header Screen or the Order Inquiry Detail Screen, depending on the setting of the Default Version for Order Inquiry (C34) system control value. If the email is not associated with an order number, you advance to the Order Inquiry Scan Screen. Note: This option is not available if you advanced to this screen through order inquiry.

Work with Email by Customer Bill To Number Screen

Purpose: Use this screen to review emails associated with a bill-to customer.

About emails: The Correspondence History table stores outbound and inbound emails related to an order, customer (including sold-to, ship-to, and bill-to customers), vendor or purchase order. You can associate an email with a bill-to customer by indicating the bill-to customer number when you forward the email into the system, or by specifying the bill-to customer at the Change Email Screen; also, the system can assign the email based on a matching email address. See Email Repository Overview for more information.

How to display this screen: Select Email for Customer Bill To at the Display More Options Screen. You can also display this screen by selecting Email history for a bill-to customer at the Work with Bill To Customers Screen.

Field	Description
Customer bill to #	A number identifying a customer responsible for payment on an order. Validated against the Customer Bill To table. The bill-to customer’s name appears to the right. Bill-to number: numeric, 7 positions; display-only. Bill-to name: alphanumeric, 41 positions; display-only.
Create date	The date when the email was forwarded into the system, and the Correspondence History record was created. Numeric, 6 positions (in user date format); optional.
Email date	The date when the email was originally sent. Numeric, 6 positions (in user date format); optional.
Category	A category that you use to group email correspondence between you and your customers. A category of NTF indicates that the email was a notification generated by the system and sent to the customer. Alphanumeric, 3 positions; optional.
Source	Indicates whether the email was inbound or outbound. Valid values are: • EXT = the email was forwarded into Order Management System • INT = the email originated in Order Management System and was sent to a customer. A user-supplied code indicating the email’s source is not currently implemented. Alphanumeric, 3 positions; optional.
Subject	The subject line of the email. • Inbound emails: Things to note: - When you forward an email into Order Management System, the system deletes FW: from the beginning of the subject line; however, if the email has been forwarded multiple times, only the first occurrence will be deleted. - The system renders the text of the subject line in all capital letters. - The subject line is truncated if it exceeds the maximum length of this field. - The system converts certain special characters. See Symbol and Special Character Conversion in Emails. The system deletes the email identifiers from the subject line if translation is successful. For example, a subject line reading FW: COMPANY=27;CUSTOMER=613;ATTACHMENT=N; Where is my order? would be translated to WHERE IS MY ORDER? Even if translation is successful, however, it does not necessarily mean that the email is assigned to a customer; it is possible for the email identifiers to be formatted correctly, but for the values specified to be incorrect or inconsistent.
	• Outbound emails: Possible subject lines for outbound email notifications are: • BACKORDER NOTIFICATION • CONTACT US NOTIFICATION • CREDIT CARD CREDIT ACKNOWLEDGEMENT • CREDIT CARD DECLINE NOTIFICATION • LOYALTY MEMBERSHIP-D • LOYALTY MEMBERSHIP-A • ORDER CONFIRMATION • ORDER UPDATE CONFIRMATION • Return Conf. - Order #99999999 • Ship Conf. - Order #99999999 • SOLDOUT CONFIRMATION • STORED VALUE CARD NOTIFICATION • QUOTE CONFIRMATION Summary information for an outbound email or Outbound Email XML Message (CWEmailOut) is stored only if the Write Outbound Email to Email Repository (H99) system control value is selected. See When Does the System Generate an Email Notification? for information on system-generated emails. To switch between displaying the subject line and the originating email address for the email, select Subject/email address. Alphanumeric, 78 positions; display-only.
Email address	The email address of the person who originated the email. To switch between displaying the subject line and the originating email address for the email, select Subject/email address. Alphanumeric, 50 positions; display-only.

Option	Procedure
Change the assignment of an email	Select Change for an email to advance to the Change Email Screen. The system confirms that your entries at this screen are consistent; see Identifying an Unrouted Email for more information. Note: The Changed Routed Email (B08) secured feature controls the ability to change an email assigned to a customer. If you do not have authority to change a routed (assigned) email, you can select Display for an email to advance to the Display Email Screen, where you can review all of the same information.
Delete an email	Select Delete for an email to delete it.
Display information about an email	Select Display for an email to advance to the Display Email Screen.
Create a tickler for the MN (manually created) tickler event	Select Create tickler for an email to advance to the Create Tickler Screen. Note: To create a MN tickler, you must have authority to the Create Manual Tickler (B13) secured feature.
Display email subject and text	Select Display detail for an email to advance to the Display Email Detail Screen.
Switch between displaying the subject line and the originating email address for the email	Select Subject/email address.
Advance to order inquiry	Select Order inquiry for an email. If the email is associated with an order number, you advance to the Order Inquiry Header Screen or the Order Inquiry Detail Screen, depending on the setting of the Default Version for Order Inquiry (C34) system control value. If the email is not associated with an order number, you advance to the Order Inquiry Scan Screen. Note: This option is not available if you advanced to this screen through order inquiry.

Display Pick Tickets for Order Screen

Purpose: Through standard order inquiry or order entry/maintenance, you can display the Pick Slip Generation Inquiry screens. Use these screens to review picks for the order you are working with.

How to display this screen: Select the Display Picks option at the Display More Options Screen.

Field	Description
Ship to #	A number to identify the shipping address on the order. Numeric, 3 positions; optional.
Pick # (Pick control number)	The control number for this pick. Numeric, 7 positions; optional, assigned by the system.
Printed	The date the pick slip was printed. Numeric, 6 positions (in user date format); display-only.
Confirmed	The date the items on the pick slip were shipped and billed. Numeric, 6 positions (in user date format); display-only.
Status	The status of the pick slip. Valid statuses are: • Open • Generated No Authorization • Generated Has Authorization • Submitted to Async • Billing Pending • Confirmed • Declined Authorization • Async Processing Error • Manifest Submission • Packed • Reprinted • Suspended • Voided • Waiting for Authorization • Authorized Display-only; updated by system.
Reprint	The pick control number that has been reprinted. Numeric, 7 positions; display-only.

Screen Option	Procedure
Display pick control header information	Select Display for a pick slip to advance to the Display Pick Control Header (1 of 2) Screen.
Display pick details	Select Details for a pick slip to advance to the Work with Pick Details Screen.

Display Order Totals Window

Purpose: Use this window to review the total charges across all shipping addresses on an order, which is the initial order plus any recipient orders.

A recipient order is an order that is placed by and paid by a customer, but will ship to another address.

This window provides some basic order information (order number, number of recipients, prepaid amount, and current order balance), and breaks out the order charges by individual charge, namely:

• Merchandise

• Freight

• Additional freight

• Tax

• Handling

• Additional charges

The individual order charges for each recipient order “roll up” to this screen and are summarized in the Total bucket. This allows you to determine the total amount the customer will be charged.

The system updates this window as the customer places additional recipient orders. The system updates the Order Totals fields as you change any single order by adding or deleting items on an order or as you add additional recipient orders. Initially, the fields on the Order Totals pop-up window are blank, but are updated automatically as you enter the order.

How to display this screen: Select for Ord Totals (All Recips) at the Display More Options Screen.

This window differs from the running order totals on the order entry screens because it represents the accumulated totals for all shipping addresses on the order. The totals on the individual orders, however, represent the totals for the current order only.

About recipient orders: The Order Totals window accumulates the totals for the original order and any additional orders with different shipping addresses entered using Accept/Add Rcp.

Recipient orders use the same order number; however, the suffix attached to the Order# field indicates an alternate shipping address -- signifying a recipient order. For example, the original order is order# 1255 - 1. The system adds “- 1" to the order number to indicate the number of shipping addresses. The shipping number increases by 1 with each additional order you place.

Still using the example above, the system assigns order# 1255 - 2 to the order with a different shipping address. As a result, the system groups all related orders under the same order number, but creates separate order records for historical and order management purposes.

Field	Description
Order#	A unique number assigned by the system to identify an order. Numeric, 8 positions; display-only, assigned by the system.
# of recipients	The number of shipping addresses on the current order. Each shipping address represents a recipient, which is the person or company for whom an order is placed. For example, when a customer places an order for herself only, there is one shipping address on the order and only one recipient. However, if the customer places an order for herself and for another person there are 2 recipients on this order -- the initial order plus a “related” orders. The initial order always is recipient number 1. You may add up to 999 recipients to an order. Note: The ship-to suffix (in an unlabeled field to the right of the Order# field) is initially set to1 to indicate the first recipient order; the system increments this field by a 1 for each additional recipient order entered using Accept/Add Rcp. Numeric, 3 positions; display-only, updated by the system.
Merchandise	The total value of merchandise across all recipient orders, which is the item price multiplied by the quantity ordered. This total does not include freight, additional charges (such as gift wrap or special handling), tax, or handling. The system updates this field as items are added to or canceled from each order. Numeric, 9 positions with a 2-place decimal; display-only, updated by the system.
Freight	The total charge for shipping all orders. The system performs this calculation based on the freight method defined for the source code on the each order. This total may depend on the quantity or weight of items ordered or on the order as a whole. The system updates this field as items are added to or canceled from each order. This field does not include any additional charges associated with shipping this item (see the Additional Freight field for these totals). Shipping charges will not be included in the order totals (and the Freight field will be blank) if the Calc freight field on all recipient orders is unselected to indicate that freight will not be calculated for these orders. Working with Offers (WOFR) discusses each freight method and freight calculation. Numeric, 7 positions with a 2-place decimal; display-only, updated by the system.
Additional freight	The total dollar amount for additional freight charges on all orders, above and beyond the regular shipping charges. Additional freight charges for shipper Additional freight charges for a shipper are defined in the ship via record. For example, additional shipping charges may be added to an order being delivered by an overnight shipper. Numeric, 7 positions with a 2-place decimal; display-only, updated by the system.
Tax	The total sales tax on all recipient orders. The value in the Tax field is based on the value of the merchandise on the order, and may also include tax on freight and handling. Tax is not accumulated in the Tax field on orders subject to VAT; instead, a hidden tax is included in the order detail line. See the description of the Tax Included in Price (E70) system control value. Numeric, 7 positions with a 2-place decimal; display-only, updated by the system.
Handling	The total charge for gift wrapping or special handling. What is special handling? Special handling is any type of item personalization, such as monogramming, alterations, engraving, etc. The SKU/Offer record controls whether the item may be personalized and defines the special handling charge if special handling is allowed. Can any item be gift wrapped? The SKU/Offer record controls whether an item may be gift wrapped and defines the gift wrapping charge if gift wrapping is allowed. This field will be blank if none of the items on the order will be gift wrapped or personalized. Numeric, 7 positions with a 2-place decimal; display-only, updated by the system.
Additional charges	The total extra charges added to each recipient order. Note: Another type of additional charge is a credit that may be added to the order during order maintenance. Additional charges may be added to the order in a variety of ways, for a variety of reasons, including: 1. An additional service charge defined for the source code, based on the dollar value of merchandise on the order. 2. An additional shipping charge defined for the item in the Shipper/Item record. 3. An additional charge entered manually through Charges. Each type of additional charge is described briefly below. Source code additional charges An additional charge may be added to an order, depending on whether service charges have been defined for the source code. In this case, a record exists in the service charges table for the source code. The system will add an additional charge to the order based on the total dollar value of merchandise.
	Shipper/item additional charges An additional charge may be defined for an item, depending on the shipper you select to deliver the item. For example, a special shipper/item record may exist for a desk when it will be delivered by Acme Shippers. Usually, Acme Shippers charges $8.50 to deliver most items, but, because the desk is oversized and heavy, the customer will be charged $25.00 for delivery. A record exists on the system in the Shipper/ Item table that specifies this information. The $25.00 additional shipping charge will be added to the order automatically in the Additional charges field when the customer orders the desk and requests delivery through Acme Shippers.
	Manually entered additional charges You may add any type of additional charge to an order by selecting Charges. A pop-up window appears for you to select an additional charge code and specify the additional charge. This allows you to add additional charges to an order at any time. Additional charges are defined in and validated against the Additional Charges table; see Establishing Additional Charge Codes (WADC). You may define additional charge codes for any reason, such as a store-restocking fee, duty fee, long- distance telephone charges, etc. This field will be blank if no additional charges exist on any order. Numeric, 7 positions with a 2-place decimal; display-only, updated by the system.
Total	The sum of all charges for all recipient orders, including: merchandise, freight, additional freight, tax, handling, and additional charges. This is the amount that the customer owes for the entire order. The order total will be adjusted by the system if the order or customer is eligible for any discounts. The system increases or decreases the order totals as orders are added or changed. Numeric, 11 positions with a 2-place decimal; display-only, updated by the system.
Prepaid amount	The total dollar amount prepaid on the order by the customer on check. This field is blank if no prepayment was received or if the customer will pay by credit card. This is the grand total of all prepayments for each recipient order, because you must define a method of payment for each order placed. Numeric, 11 positions with a 2-place decimal; display-only, updated by the system.
Balance	The balance due for all recipient orders, calculated by subtracting the value in the Prepaid amount field from the value in the Total field. A zero balance? If the balance is zero: • the customer has prepaid for all recipient orders and there is no balance due from the customer, OR • the order represents a pre-order quote and not a regular order; see Entering Pre-Order Quotes. A negative balance? If the balance is negative (such as 54.99-), there is a balance due on the order that will be charged to the customer's credit card. A positive balance? If the balance is positive, the customer has overpaid on the prepayment amount with a check. Numeric, 11 positions with a 2-place decimal; display-only, updated by the system.

The status of the order in relation to the balance is:

Balance	Why?	The next step is...
Zero	• The customer has prepaid for all recipient orders with a check, OR • The order represents a pre-order quote and not a regular order; see Entering Pre-Order Quotes	• The customer has paid what was owed. No further activity required, OR • At the customer’s request, convert the quote to a regular order; see Converting Quotes to Orders.
Negative	The customer has not prepaid all or part of the order. The customer owes you money (balance due).	Charge the customer's credit card.
Positive	The customer has overpaid for all recipient orders. You owe the customer some type of credit.	Credit the customer's account the overpayment amount. The type of credit issued is determined by the payment type used on the order or the value in the Alt refund type field in the Pay Type table if you cannot credit the original pay type. Ultimately, the system determines how you will credit the customer for the overpayment.

Work with Subscriptions Screen

Purpose: Use this screen to view the subscription items ordered by a customer. The system adds a record to this table automatically when you generate a pick slip for a subscription item. This table provides the required information to fulfill or modify the customer's subscription.

This option is not available in order entry or maintenance, only standard order inquiry.

Definition: A subscription item is:

• identified by a selected Subscription field in the Item record

• defined as a non-inventory item in the Item record (selected Non-inv field)

• defined further in the Item Subscription table in terms of the current issue, frequency of issues, etc.

• express billed (the entire amount) and closed immediately by the system when you generate a pick slip for the order

For more information: For more information on generating an extract file of customers to receive subscriptions, or on purging this file, see Processing and Purging Subscriptions.

How to display this screen: At the Display More Options Screen, Select for the Subscriptions option. You can also display this screen by selecting Subscriptions for a customer on any Work with Customers screen (see Selecting Customers), or selecting Subscriptions at the Change Customer or Create Customer screen (see Creating and Updating Sold-to Customers (WCST)).

Field	Description
Customer #	A number to identify the customer receiving the subscription. Numeric, 9 positions; display-only, assigned by the system.
Customer name (Unlabeled field to the right of the customer number)	The name of the customer receiving the subscription. Alphanumeric, 41 positions; display-only.
S (Status)	The status of the subscription. Valid values include: • Cancelled = changed to this status when the operator cancels the subscription using option 4 on the Work with Subscriptions screen. Note: Canceling the order detail line containing the subscription item does not update the status of the subscription item to Cancelled; you must manually update the status by using option #4 to cancel. Additionally, if you use an outside service to fulfill your subscriptions, you must notify them of any cancellations to active subscriptions. • Closed = Expired; automatically updated to this status when expiring issue = last issue sent. If this subscription was included in a subscription extract file you generated using Select All Open Subscriptions, the status of the subscription will be Closed. See Generating the Subscription Extract Table (WGSE). • Open • Purged Updated by the system.

Customer Order Item History Screen

Purpose: Use this screen to review items that a customer has previously ordered.

How to display this screen: Select Customer Order Item History at the Display More Options Screen, or select Cust Item History at the Customer Selection Screen.

Initial display: The Customer Order Item History screen displays items ordered by the customer in reverse chronological order based on entered date.

Field	Description
Sold To	The number that identifies the customer who placed the order, and the customer’s first name, last name, and middle initial. If the customer does not have a last name, then the company name is displayed. This is the sold-to customer on the current order, if you advanced to this screen from standard order inquiry; otherwise, it is the customer you are currently reviewing at the Customer Selection Screen. Sold to number: Numeric, 9 positions; display-only. Sold to name: Alphanumeric, 41 positions (last name, first name middle initial format); display-only. Sold to company: Alphanumeric, 30 positions; display-only.
Date	The date when the item was added to the order, if the item was added after initial order entry, such as through an exchange; otherwise, this is the same as the entered date for the order. Enter a valid date and select OK to review items ordered on that date. Numeric, 6 positions (in user date format); optional.
Item	The code identifying the item ordered. Note: Place your cursor over the Item code to display the item description. Enter a full or partial item code and select OK to review items whose item code begins with your entry. Alphanumeric, 12 positions; optional.
Colr Size Othr	The SKU elements that further identify an item, such as its color or size. Enter a full or parial SKU and select OK to review items whose SKU code contains your entry. Alphanumeric, three 4-position fields; optional.
Order #	A unique number assigned by the system to identify the order. Numeric, 8 positions; display-only.
Ship To #	The number identifying the shipping address for the order. A number greater than one indicates that the order has multiple shipping addresses. Numeric, 3 positions; display-only.
Sts	The status of the line on the order. Possible statuses are: • X = Closed. The item was shipped, or cancelled with a cancel reason code flagged to reduce demand. This status can also indicate a return that was created by entering a negative quantity, rather than by processing a return against a shipped order line. • B = Billing or Express Bill. An express-bill order has been submitted to the billing async job, which has not yet processed the record. • C = Canceled. The item was canceled using a cancel reason that was not flagged to reduce demand. • H = Held. The item (but not necessarily the order) was put on hold to prevent printing it on a pick slip. • S = Sold Out. The line item was sold out, either by an operator or automatically by the system. • E = Error. You received the order through the order API, and there are one or more errors related to the item. In this case, the order is suspended until you fix the error(s). • Blank = the line is open. An open line might be partially or fully backordered, or have had a partial shipment or cancellation take place. Alphanumeric, 1 position; display-only.
Price	The single-unit price of the item, after applying all discounts and repricing. The item price does not include other charges on the order such as freight, tax, handling, or additional charges. Note: If the item was added at no charge, such as a free gift or a component of a set, the Price field is blank. Numeric, 7 positions with a 2-place decimal; display-only.
Qty Ordered	The total number of units of the item ordered. A minus sign indicates a return created by entering a negative quantity in order entry. This field is blank when you cancel a line using a cancel reason flagged to reduce demand. Numeric, 5 positions; display-only.
Qty Shipped	The total number of units of the item that have been shipped. A minus sign indicates a return created by entering a negative quantity in order entry. Numeric, 5 positions; display-only.
Qty Returned	The total number of units of the item returned or exchanged. This field is blank for a return created by entering a negative quantity in order entry. This field is updated when the return is received. Numeric, 5 positions; display-only.
Ship Date	The most recent ship date for the item. If the line has more than one shipment date because of multiple shipments, the most recent shipment date is displayed. This situation might occur if there was a backordered quantity which you were later able to ship, or because the order line was for more than one unit but the item is flagged as “ship alone” (indicating that each unit must ship separately). Numeric, 7 positions; display-only.

Brokered Backorder Summary Screen

Purpose: Use this screen to review the status of all brokered backordered lines on the order.

How to display this screen: Select Brokered Backorder Summary at the Display More Options Screen. This option is available only if the order includes any brokered backordered lines.

For more information: See Brokered Backorders for more information on brokered backorders.

Field	Description
Order #	The order number and ship-to number that you are currently reviewing. Order number: numeric, 8 positions; display-only. Ship-to number: numeric, 3 positions; display-only.
Status	The current status of the Order Broker request.The description is to the right, separated by a hyphen (-). See the Brokered Backorder Fulfillment Process: After Order Creation and Status Updates for a discussion of possible statuses. Status code: alphanumeric, 1 position; display-only. Status description: alphanumeric; display-only.
Line #	The sequence number in the Order Detail table that identifies the order line to be fulfilled through the Order Broker integration. The sequence number might differ from the order line number displayed in order maintenance or order inquiry if, for example, you deleted or canceled one of the previous lines on the order. Numeric, 5 positions; display-only.
Item/SKU	The item and SKU fulfilled through the Order Broker integration. Item: alphanumeric, 12 positions; display-only. SKU: alphanumeric, three 4-position fields; display-only.
Qty	The quantity of a brokered backorder line that is currently assigned to Order Broker for fulfillment, or that has been fulfilled or canceled. Numeric, 5 positions; display-only.
Fulfilling Location	The location selected by the Order Broker to fulfill the brokered backorder. See the Order Broker Originating Location, Fulfilling Location, and Pickup Location for a discussion, including information on when the location might be blank. Alphanumeric, 50 positions; display-only.
Request ID	A unique ID number assigned by the Order Broker to identify the order. If the Use Split Order (L56) system control value is: • unselected: each individual brokered backorder item submitted to the Order Broker receives a unique request ID, and the Order Broker treats it as a separate order. • selected: Order Management System sends a single submit order request for all backordered lines that are eligible for brokering. The request ID is blank for requests whose status is: • Z: Canceled • C: Closed • J: Rejected • R: Ready • W: Waiting The field might also be blank for requests in E: Error status, depending on the nature of the error. For example, requests that the Order Broker did not receive and create successfully are not assigned request ID’s. Numeric, 30 positions; display-only.

Option	Procedure
Review details about an Order Broker request	Select Display for a record to advance to the Display Order Broker Screen.
Review history for an Order Broker request	Select History for a record to advance to the Display Order Broker History Screen.

Customer Service Appendices

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CSAPP_C OMSCS 19.0 December 2019 OHC