Purpose: You can perform the following actions on the Customer Messages page.
Customer Messages Actions:
• Review Messages for a Ship-to Customer
• Update a Refund Check Message
• Delete a Refund Check Message
Customer Actions:
• Call the Customer’s Phone Number
Order Actions:
• Review and Enter Order Messages
• Review Refunds and Returns for the Order
• Review Invoices for the Order
• Review Recently Viewed Invoice Details
• Review Recently Viewed Order Line Details
For more information:
• Customer Messages for an overview of the Customer Messages page.
• Fields on Customer Messages for a description of the fields on the Customer Messages page.
Review Messages for a Ship-to Customer
Select the arrow icon next to the order ship-to whose messages you wish to review.
For each ship-to customer, you can review the following messages:
• Gift messages
• Pick Slip Messages
• Quote Form Messages
• Refund Check Messages
In the Gift Message section of the ship-to customer panel, select the + Add Gift Message option to advance to the Add Gift Message window; see Add Message for more information.
1. In the Gift Message section of the ship-to customer panel, double-click a Gift Message line to change the message line from a display-only field to an enterable field.
2. Optionally, select the Delete icon to remove the message text.
3. Update the gift message text as needed. The message can be up to 60 positions in length. Note: Clearing the text from a message line updates the message line to a blank line; you must use the Delete icon to remove a message.
4. Select the Save (check mark) icon to save your changes. The system displays a message indicating the message has been updated and changes the message line from an enterable field to a display-only field. The system displays the date and time when the message was updated and the user ID of the user that updated the message.
Note: This option displays only if a gift message has already been defined for the ship-to order. You must have authority to the Modify Existing Messages (A30) secured feature in order to update a message.
Select the Delete icon next to a Gift Message to delete it. The system displays a message indicating the gift message has been removed and removes the gift message from the screen.
Note: In order to delete a gift message, you must have authority to the Modify Existing Messages (A30) secured feature.
In the Pick Slip Message section of the ship-to customer panel, select the + Add Pick Slip Message option to advance to the Add Pick Slip Message window; see Add Message for more information.
1. In the Pick Slip Message section of the ship-to customer panel, double-click a Pick Slip Message line to change the message line from a display-only field to an enterable field.
2. Optionally, select the Delete icon to remove the message text.
3. Update the pick slip message text as needed. The message can be up to 60 positions in length. Note: Clearing the text from a message line updates the message line to a blank line; you must use the Delete icon to remove a message.
4. Select the Save (check mark) icon to save your changes. The system displays a message indicating the message has been updated and changes the message line from an enterable field to a display-only field. The system displays the date and time when the message was updated and the user ID of the user that updated the message.
Note: This option displays only if a pick slip message has already been defined for the ship-to order. You must have authority to the Modify Existing Messages (A30) secured feature in order to update a message.
Select the Delete icon next to a Pick Slip Message to delete it. The system displays a message indicating the pick slip message has been removed and removes the pick slip message from the screen.
Note: In order to delete a pick slip message, you must have authority to the Modify Existing Messages (A30) secured feature.
In the Quote Form Message section of the ship-to customer panel, select the + Add Quote Form Message option to advance to the Add Quote Form Message window; see Add Message for more information.
1. In the Quote Form Message section of the ship-to customer panel, double-click a Quote Form Message line to change the message line from a display-only field to an enterable field.
2. Optionally, select the Delete icon to remove the message text.
3. Update the quote form message text as needed. The message can be up to 60 positions in length. Note: Clearing the text from a message line updates the message line to a blank line; you must use the Delete icon to remove a message.
4. Select the Save (check mark) icon to save your changes. The system displays a message indicating the message has been updated and changes the message line from an enterable field to a display-only field. The system displays the date and time when the message was updated and the user ID of the user that updated the message.
Note: This option displays only if a quote form message has already been defined for the ship-to order. You must have authority to the Modify Existing Messages (A30) secured feature in order to update a message.
Select the Delete icon next to a Quote Form Message to delete it. The system displays a message indicating the quote form message has been removed and removes the quote form message from the screen.
Note: In order to delete a quote form message, you must have authority to the Modify Existing Messages (A30) secured feature.
In the Refund Check Message section of the ship-to customer panel, select the + Add Refund Check Message option to advance to the Add Refund Check Message window; see Add Message for more information.
1. In the Refund Check Message section of the ship-to customer panel, double-click a Refund Check Message line to change the message line from a display-only field to an enterable field.
2. Optionally, select the Delete icon to remove the message text.
3. Update the refund check message text as needed. The message can be up to 60 positions in length. Note: Clearing the text from a message line updates the message line to a blank line; you must use the Delete icon to remove a message.
4. Select the Save (check mark) icon to save your changes. The system displays a message indicating the message has been updated and changes the message line from an enterable field to a display-only field. The system displays the date and time when the message was updated and the user ID of the user that updated the message.
Note: This option displays only if a refund check message has already been defined for the ship-to order. You must have authority to the Modify Existing Messages (A30) secured feature in order to update a message.
Select the Delete icon next to a Refund Check Message to delete it. The system displays a message indicating the refund check message has been removed and removes the refund check message from the screen.
Note: In order to delete a refund check message, you must have authority to the Modify Existing Messages (A30) secured feature.
Call the Customer’s Phone Number
Select a Phone Number link to advance to the default application used to initiate phone calls. If a default application is not defined, a window displays where you can select the application to use to call the customer’s phone number.
Note: This option is available only if hyperlink configuration is selected for the Phone field in the Work with Contact Center (WWCC) menu option. In addition, the Phone field displays in Contact Center only if it is selected for display in the Work with Contact Center (WWCC) menu option.
Select the Email Address link to advance to the default application used for email. If a default application is not defined, a window displays where you can select the application to use to email the customer.
Note: This option is available only if hyperlink configuration is selected for the Email field in the Work with Contact Center (WWCC) menu option.
In the page title banner, select the Add Order Message option or press CTRL + ALT + m to advance to the Add Message window.
In the page title banner, select the New Search option to advance to the Order Search (Search for Orders or Customers) page. The system clears all of the fields on this page so that you can enter new search criteria and perform a new search.
In the left-hand navigation pane, select the Order Summary option to advance to the Order Summary page for the current order.
In the left-hand navigation pane, select the Order Activity option to advance to the Order Activity page for the current order.
Review and Enter Order Messages
In the left-hand navigation pane, select the Order Messages option to advance to the Order Messages page.
Review Refunds and Returns for the Order
In the left-hand navigation pane, select the Returns/Refunds option to advance to Returns/Refunds page.
In the left-hand navigation pane, select the Invoices option to advance to the Invoices page.
Review Recently Viewed Invoice Details
Once you advance to the Invoices page for an order, the link to the Invoices page displays in the left-hand navigation pane for the order under the title Recently Viewed Invoices as Invoice #, where # is the invoice number. Select the Invoice # option for the invoice you wish to review to advance to the Invoice Detail page.
The Recently Viewed Invoices title displays up to the last ten recently viewed invoices in reverse chronological order, with the most recently viewed invoice at the top of the list.
Review Recently Viewed Order Line Details
Once you advance to the Order Line Details page for an order line on an order, the link to the Order Line Details page displays in the left-hand navigation pane for the order under the title Recently Viewed Order Lines as Ship-To # | Line #, where Ship-To # is the order ship-to associated with the order line and Line # is the order line number. Select the Ship-To # | Line # option for the order line you wish to review to advance to the Order Line Details page.
The Recently Viewed Order Lines title displays up to the last ten recently viewed order lines in reverse chronological order, with the most recently viewed order line at the top of the list.
In the page title banner, select Unlock Order or press CTRL + ALT + u to process any remaining order updates and unlock the order so that it available for maintenance by another user.
Note: This option displays only if you have locked the order in the current session; it does not display if another user has locked the order.
For more information: See Maintaining an Order for more information about locking and unlocking an order.
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