Setting Up Customer Service Values

Purpose: The Customer Service section of the System Control table defines parameters that control:

• Returns and refunds

• Credit card authorization

• Forms printing

For more information: For instructions and screen samples on how to create, change, delete, and copy a system control value, see System Control Table Components.

Quick Reference of Customer Service System Control Values

This table describes briefly each system control value for the Customer Service application area and lists the control value, a short definition, other control values to which you should refer in this section, if necessary, and a column where you can indicate the value that you assigned for your company.

If you have more than one company on your system, make a copy of this table for each company on your system.

Company: _____________________________________________________________

System Control Value

Description

Your Value

Default Item History Tracking (B18)

Defines how to track item purchase history for new customers entered through Catalog Requests.

Code:

Alternate Pay Type (B51)

Defines the pay type to use to credit returned items after the grace period has expired.

Number:

Return Grace Period (B52)

Defines the number of days allowed for items to be returned in order to generate a refund.

Number:

On-line Authorizations (B89)

Defines whether the system performs online credit card authorization during order entry.

Selected/

Unselected:

Define Special Forms (C03):

Automatic Generation of Gift Acknowledgement (B92)

Indicates whether to print a gift acknowledgment card when the pick slip is printed.

Code:

Gift Order Acknowledgement Print Program (B90)

Defines the system name for the gift card letter.

Code:

Use Auto Authorization Interface (C14)

Indicates if you will be using the Auto Authorization Interface.

Selected/

Unselected:

Auto Soldout Cancel Reason (C20)

Defines the default cancel reason code used for backorders canceled automatically through billing.

Code:

Print Credit Card Credit Acknowledgments (C35)

Defines whether to print a credit card acknowledgment if there is a refund/balance due on a credit card order.

Selected/

Unselected:

FTC -- # of Days to Add for Special Handling (C67)

Defines the number of days to add to the expected PO receipt date to determine the expected delivery date for items with special handling.

Number:

FTC -- # of Days to Add for Drop Ships (C68)

Defines the number of days from the arrival date that drop ship items are expected to be shipped.

Number:

FTC -- Action after Second Notification (C70)

Defines the action to be taken with the order after the second FTC notification card has been sent.

Code:

FTC -- # of Days for Items without Expected Ship Date (C71)

Defines the number of days to add to the arrival date to determine the expected ship date for items without an expected ship date.

Number:

Label 2-Up Printing Program (C83)

Defines the name of the program that is used to print 1-up labels for catalog requests.

System name:

Label 3-Up Printing Program (C84)

Defines the name of the program that is used to print 4-up labels for catalog requests.

System name:

Backorder Card Print Program (D04)

Defines the name of the program that is used to print backorder cards.

System name:

Days after 2nd Backorder Notification to Cancel Order (D07)

Defines the number of days after the second backorder notification to cancel the order if the SCV FTC-Action after Second Notification is set to CANCEL

Number:

Update of Current Source Code in Customer File (D08)

Defines when to update the Current source code field in the Customer table.

Code:

Default Associate Code (D09)

Defines the default value for the Associate field for new customers entered through Order Entry and Catalog Requests.

Code:

Default Mail Name (D10)

Defines the default value for the Mail name flag to be assigned to new customers entered through Order Entry and Catalog Requests.

Selected/

Unselected:

Default Rent Name (D11)

Defines the default value for the Rent name field for new customers entered through Order Entry and Catalog Requests.

Selected/

Unselected:

Credit Card Credit Acknowledgment Print Program (D22)

Defines the name of the program that produces acknowledgments for a credit issued to a credit card.

System name:

Refund Check Print Program (D23)

Defines the name of the program that produces refund checks.

System name:

Preauthorize Backorders (D32)

Defines whether to transmit a completely backordered order for initial authorization to determine whether it is a fraud order.

Selected/

Unselected:

Customer Return Label Print Program (D35)

Defines the print program name the system uses to print a customer return label for item returns.

System name:

Default Source Code for Batch Catalog Requests (D37)

Defines the default source code to use when processing catalog requests through an interface.

Code:

Display Customer Notes in LIFO Sequence (D55)

Defines whether recently-entered customer notes appear first.

Selected/

Unselected:

Number of Days to Delay Initial Backorder Notice (D89)

Defines the number of days to allow for purchase order receipt and order shipment before a backorder notice to the customer is required.

Number:

Update Bill-to Address with Sold-to Address Changes (E13)

Defines whether to open a pop-up window when you change a Sold-to address with a permanent Bill-to account, allowing you to apply the Sold-to changes to the Bill-to address.

Selected/

Unselected:

Print Alpha $ Amount on Refund Check (E30)

Defines whether the system prints an alphanumeric and a numeric dollar amount on refund checks.

Selected/

Unselected:

Edit for Duplicate Catalog Requests (E46)

Defines whether the system checks for duplicate catalog requests when you create a new catalog request.

Selected/

Unselected:

Prompt for Mandatory Demographics in Order Maintenance (E60)

Defines whether the system prompts you to complete a mandatory demographic profile field in Order Maintenance.

Selected/

Unselected:

Credit Card Authorization AVS Hold Exemption/Bypass (E61)

Defines whether to hold orders more than once for address verification.

Selected/

Unselected:

FTC--Number of Days Prior to Next Backorder Date to Generate Second Notice (E67)

Defines the number of days before a second backorder notice is due to print the notice or write the backorder record.

Number:

FTC--Second Notice Output (E68)

Defines whether to print second backorder notices, create records in the Backorder Cancellation Pending table, or both.

Value:

Number of Days to Add for Accepted Delays (E69)

Defines the number of days to extend the next backorder date if a customer accepts a delay on a backorder pending cancellation.

Number:

Use Item Freight Exemption File (E73)

Defines whether the system excludes items defined in the Working with Freight Exempt Items (WFEI) menu option from freight.

Selected/

Unselected:

Maximum Number of Retries on Credit Card Orders (E74)

Defines the maximum number of times to attempt authorization for an order.

Number:

Soldout Notification Print Program (E75)

Defines the program the system uses to print soldout notification cards.

System name:

Unconditional Suppression of Backorder Card (F19)

Defines whether items flagged to suppress backorder cards ever appear on a first backorder card if another item on the order generates the card.

Selected/

Unselected:

Require Exchange Item at Time of Receipt (F42)

Defines whether an exchange item is required at the time of creation or receipt of a receipt authorization.

Selected/

Unselected:

Use Streamlined Return Authorizations (F44)

Defines whether you use the standard or streamlined return authorization process.

Selected/

Unselected:

Postal Code Scan Length (F61)

Identifies the number of positions in the zip or postal code to consider when searching for a customer.

Number:

Display Customer Action Notes/Messages in RA (F64)

Defines whether the Edit Customer Actions pop-up window or an indicator that there are order messages displays in Work with Return Authorizations.

Selected/

Unselected:

Track Customer History at Entity Level (F89)

Defines whether you break out customer history related to orders based on the entity associated with each order.

Selected/

Unselected:

Default Credit Card Authorization Number for Soft Declines (F93)

Defines the credit card authorization number the system defaults to a credit card authorization that is declined, but is under a specified dollar amount.

Code:

Use Credit Card Vendor Response Entity Ship Via Dollar Limits (F94)

Defines whether the system performs an edit against a credit card vendor response to determine if the dollar amount for the credit card authorization exceeds the dollar limit defined for the ship via on the order.

Selected/

Unselected:

Default Vendor Response for Automatic Authorizations (G10)

Defines the vendor response code to assign to authorizations that you approve without receiving a response from the authorization service.

Code:

Display First Membership Order Total (G14)

Defines whether to display a pop-up window indicating the estimated dollar total for the first membership order when you enter a membership item in order entry.

Selected/

Unselected:

Populate Marketing Download Trigger File (G33)

Defines the types of order and customer service activity to trigger the system to update the Marketing Download Trigger table, which you can then use to drive an interface download.

Code:

Display Action Notes in Order Inquiry (G74)

Defines whether the Edit Customer Actions window displays in order inquiry if there are unresolved customer action notes.

Selected/

Unselected:

Backorder Notification E-Mail Program (G95)

Defines the program to create backorder notices to send customers via email.

Program:

Soldout Notification E-Mail Program (G96)

Defines the program to create soldout notifications to send customers via email

Program:

Default Opt In/Opt Out Flag (G97)

Defines the default value of the Opt in/Opt out field, which determines the preferred method of correspondence for storefront customers.

Code:

Require Reason in CTI (G98)

Defines whether they system requires an order inquiry reason code when you return to the CTI Customer Selection screen from order inquiry/maintenance.

Program:

Credit Card Credit Acknowledgement E-Mail Program (H08)

Defines the program to generate email, rather than printed, credit card credit acknowledgements.

System name:

E-Mail Order Confirmations for All Orders (H51)

Defines whether the system sends an email confirmation when any order is accepted or maintained or only when a customer accepts or maintains an order on the web storefront.

Selected/Unselected:

E-Mail Shipment Confirmations for All Orders (H52)

Defines whether the system sends an email confirmation when any order or return is billed, or only for e-commerce (order API) orders.

Selected/Unselected:

Return Confirmation E-Mail Program (H53)

Defines the program name to generate email, rather than printed, return confirmations.

System name:

Require Customer Class in OE, WCAT, and WCST (H85)

Defines whether the customer class is required in order entry, catalog requests, and customer maintenance.

Selected/ Unselected:

Assign Unreferenced Email (H93)

Defines whether to search for a matching customer for an incoming email based on the email address.

Code:

Use Workflow Management (H96)

Defines whether the workflow management module is enabled.

Selected/ Unselected:

Write Outbound Email to Email Repository (H99)

Defines whether to keep a record of outbound email notifications in the Correspondence History table.

Selected/Unselected:

Email Presentation (I01)

Defines whether to delete blank lines or paragraph spacing from inbound emails you store in Correspondence History, or to leave the spacing.

Code:

Display Alternate Shipping Charges by Via Window in OM (I02)

Defines whether to offer the customer a choice of shippers in order maintenance.

Selected/ Unselected:

Include Special Handling in Alternate Shipping Charges by Via (I03)

Defines whether to include special handling charges in the freight totals displayed in the pop-up window in order entry.

Selected/ Unselected:

Authorization Number for Authorizations Under $1.00 (I08)

Defines the authorization number the system automatically applies to credit card authorizations that are under one dollar.

Code:

Include All Customer Inquiry Triggers for Marketing Download (I09)

Indicates if the system creates a record in the Marketing Download Customer Inquiry table for a CI (customer inquiry) trigger record when a corresponding OH (order header) trigger record exists in the Marketing Download Trigger table.

Yes/No:

Send Data for Level II Discounting (I12)

Defines whether the system sends level II discounting information to the service bureau during credit card deposit.

Selected/ Unselected:

Validate Prefix (I27)

Not currently implemented.

Selected/ Unselected:

Stored Value Card Processing Values (I71)

Use Streamlined Stored Value Card Billing (I23)

Indicates if the system sends pick control records containing physical stored value card items to billing once you assign numbers to the physical cards.

Selected/ Unselected:

Stored Value Card Modulus Checking Method (I24)

Indicates if the system performs a calculation against the digits of the stored value card number to ensure that the card is valid.

Code:

Stored Value Card Activation Pricing Method (I25)

Indicates the price to use as the stored value card issue amount.

Code:

Stored Value Card Activation Authorization Service (I26)

Defines the service bureau used to process stored value card activation requests.

Code:

Stored Value Card Email Notification Program (I30)

Defines the program used to generate Stored Value Card email notifications.

System name:

Use Activation / Reversal Batch Processing (I50)

Defines whether stored value card activation and stored value card authorization reversal transactions are processed immediately or in batch.

Selected/ Unselected:

Default SVC Refund Item Number (I73)

Defines the stored value card item the system adds to an order in order to process the stored value card refund.

Code:

Price Override Reason for SVC Refund Item (I74)

Defines the price override reason code the system defaults to the order line added to the order to process the stored value card refund.

Code:

Default Pick Generation Template for SVC Refund Processing (I75)

Defines the pick slip generation template the system uses to process the stored value card item that was added to an order during refund processing.

Number:

Hold Reason for Stored Value Cards with Insufficient Funds (J18)

Defines the hold reason the system assigns to a “catch-all” stored value card pay type when a balance inquiry performed during batch authorization indicates the card amount is less than the amount to authorize.

Code:

Perform Balance Inquiry during Batch Authorizations (J19)

Indicates whether the system performs a balance inquiry against a stored value card pay type before performing a batch authorization against the stored value card pay type.

Selected/ Unselected:

Perform Authorization Reversal during Deposit Processing (J20)

Indicates whether the system performs a stored value card authorization reversal during deposits processing if the authorization amount is greater than the deposit amount.

Selected/ Unselected:

Retain Unused Stored Value Card Authorization After Deposit (J21)

Defines whether the system automatically voids a partially deposited stored value card authorization.

Selected/ Unselected:

Remove Stored Value Card Number After Activation (J22)

Defines whether the system removes the stored value card number from the Stored Value Card table once the stored value card has been activated.

Selected/ Unselected:

Use Loyalty Membership Program (I81)

Indicates whether the background jobs should evaluate customers’ eligibility for loyalty membership programs.

Selected/ Unselected:

Loyalty Membership Activation Notification Email Program (I82)

Indicates the program to use to generate email notifications when customers qualify for loyalty memberships.

System name:

Loyalty Membership Deactivation Notification Program (I83)

Indicates the program to use to generate email notifications when customers no longer qualify for loyalty memberships.

System name:

Display Alternate Customer Cross Reference Window (I84)

Indicates whether to attempt to match customers on alternate customer number based on the single number specified in the Customer Sold To table (the “primary”), or to give equal priority to any of the alternate customer numbers stored in the Alternate Customer # Cross Reference table.

Selected/ Unselected:

Assign Alternate Customer # (I88)

Indicates whether to automatically assign an alternate customer to each newly created customer.

Selected/ Unselected:

Default Customer for Customer API (I90)

Indicates the customer record to use as a guideline for which fields should retain their current values if new information is not received through the generic customer API.

Number:

Online Auth Verification Only (I96)

Defines whether the system processes online authorizations for $1.00 for the purpose of validating the card. During batch authorizations, the system authorizes the card for the shippable dollar amount and voids the online authorization for $1.00.

Selected/ Unselected:

Disregard Soldout Controls for Non-Allocatable Warehouses (J27)

Defines whether the system disregards soldout control rules for inventory reserved against a non-allocatable warehouse.

Selected/ Unselected:

Prevent Storing the Customer’s Last CC# and Exp Date (J86)

Defines whether to prevent storing the customer’s last used credit card number and expiration date in the Customer Sold To Order History Table and Customer Ship To Order History Table.

Selected/ Unselected:

Credit Card Decline Email Program (K53)

Indicates the program to generate an email to the customer when a credit card is declined during pick slip generation.

System name:

Contact Us Email Program (K54)

Indicates the program to generate the “contact us” email to a customer on demand.

System name:

Clear Processed Records from Customer Email Updates Table (K70)

Defines whether the system clears all records in the Customer Email Updates table after the Customer Email Updates process completes.

Selected/ Unselected:

Membership Cancellation Email Program (K77)

Indicates the program to generate an email to the customer when you cancel a customer membership.

System name:

Order Cancellation Email Program (K78)

Indicates the program to generate an email to the customer upon cancellation of an order.

System name:

Order Line Cancellation Email Program (K79)

Indicates the program to generate an email to the customer upon cancellation of one or more order lines.

System name:

Cancel Reason Code to Suppress Email (L08)

Indicates the cancel reason code that should not trigger the generation of an order or order line cancellation confirmation email.

Number:

Deposit Service for Conditional Deposits (L13)

Defines the deposit service that sends subsequent debit deposits (transaction type Purch action code D) for the same order number and authorization code as a Conditional Deposit (transaction type Conditional action code B).

Code:

Use Credit Card Tokenization (L18)

Defines whether you replace the credit card number in the Order Management System database with a token number provided by an external system.

Selected/ Unselected:

Require Credit Card Token (L40)

When using credit card tokenization, defines whether the system will accept a credit card number that has not been replaced with a token.

Selected/ Unselected:

Tokenization IJCT Job (L41)

Defines the integration layer job used to transmit register token messages between Order Management System and the authorization service during the credit card tokenization process.

Code field:

Order Receipt Print Program (L46)

Defines the program to generate order receipts.

System name:

Use Credit Card Level III Discounting (L47)

Defines whether the system sends level III discounting information during credit card deposit processing.

Selected/ Unselected:

FTC - Suppress Backorder Notice for Due Date Changes (L65)

Defines whether to generate backorder notices when you cancel or change the due date for a purchase order.

Selected/ Unselected:

Require Last Name/Postal Code in Customer History Request (L76)

Defines whether the Customer History Request XML Message (CWCustHistIn) must include a last_name and/or postal_code when passing a direct_order_number or alternate_order_number without a customer_number or alternate_sold_to_id.

Selected/ Unselected:

Preload Deposits (L78)

Defines whether billing or deposits creates records in the CC Deposit Transaction table and CC Deposit History table, based on the records in the Invoice Payment Method table.

Selected/ Unselected:

Bypass Customer API Edit (L93)

Defines whether customer API transactions should go through validation when creating or changing a customer with an original source code of XSTORE.

Selected/ Unselected:

Display Return ID Window (L99)

Defines whether the Scan Return ID window displays when you create an RA detail line in Work with Return Authorizations (WRTA). This window allows you to assign a return ID to each RA detail line in order to identify the return in an external system.

Selected/Unselected:

Use CC Net Exchange Billing (M23)

Defines whether credit invoices are netted with debit invoices before a deposit is sent to the service bureau for an invoice associated with an exchange.

Selected/Unselected:

Hold Days for CC Netting (M24)

Defines the number of days the system holds debit and credit invoices for credit card net exchange billing.

Number:

Default Auth Code for CC Netting (M25)

Defines the authorization code the system uses when creating a manual authorization to allow for the netting of invoices.

Code:

Submit O/M Cancel Asynchronously (M36)

Defines whether to submit an order cancel asynchronously or interactively.

Selected/Unselected:

AvaTax Account (M37)

The account ID used for communication with the AvaTax tax interface.

Code:

AvaTax License (M38)

The license ID used for communication with the AvaTax tax interface.

Code:

Append Ecommerce Order # to PayPal Invoice ID (M40)

Defines whether to append the ecommerce order number to the company number and invoice number sent to PayPal..

Selected/Unselected:

IN03_08 OMSCS 19.0 December 2019 OHC