), indicating that the customer is currently enrolled in one or more loyalty programs. See Customer Loyalty List for more information.Fields on Customer Loyalty List
Purpose: The following information displays on the Customer Loyalty List page.
• Customer Loyalty List Tab Fields
• Customer Loyalty List Page Title Fields
• Customer Information Panel Fields
• Customer Summary Tiles Fields
• Frequently Purchased Items Panel Fields
• Cards and Programs Table Fields
• Issue Loyalty Points Window Fields
• Issue Award Coupon Window Fields
For more information:
• Customer Loyalty List for an overview of the Customer Loyalty List page.
• Customer Loyalty List Options for step-by-step instructions on the actions you can perform on the Customer Loyalty List page.
Customer Loyalty List Tab Fields
The customer’s name displays in the page tab for the Customer Order List page. If the customer record does not have a last name but there is a company name, the first ten positions of the company name displays as the tab title. If the customer record does not have either a last name or a company, the tab is blank.
Customer Loyalty List Page Title Fields
The title and the tab of the Customer Loyalty List page contains the following:
• If a customer last name exists, the title of the page displays the customer’s name in first name, last name order.
• If a no name exists for the customer record but there is a company name, the title of the page displays the customer’s company name.
• If the customer record does not have either a last name or a company, just the customer number is displayed.
• The Customer Number is in parentheses.
• The Customer Since date follows the customer name and number.
Customer Information Panel Fields
The customer information panel below the page title displays the following fields:
• On the left-hand side:
• Customer Name or Company Name, If the customer record has just a first name, no name is displayed.
• The Customer Number is in parentheses following the customer name
• Customer Since date
• The Loyalty Member icon and label (), indicating that the customer is currently enrolled in one or more loyalty programs. See Customer Loyalty List for more information.
• Customer Class (displayed only if the Require Customer Class in OE, WCAT, and WCST (H85) system control value is selected, regardless of whether a customer class is assigned to the customer)
• On the right-hand side:
• Customer Name, including Prefix and Suffix, if specified, and or Company Name, followed by Customer Address
• If a customer name and company name are defined, the company name displays below the customer name.
• If a company name is defined without a sold-to customer name, the company name displays in place of the sold-to customer name.
• Phone Number (unlabeled field below the Customer Address): The Phone field displays in Contact Center only if it is selected for display in the Work with Contact Center (WWCC) menu option. If more than one phone number is defined for the customer, the system uses the following hierarchy to display the phone number:
• day time phone number
• mobile phone number
• evening phone number
• Email Address (unlabeled field below the Phone Number): This field displays only if an email address is defined for the customer.
• Opt-In Status (unlabeled field below the Email Address): This field displays only if an email address is defined for the customer.
Tiles to the right of the customer information panel provide the following information:
• Purchases (Total Orders). This tile includes a link to the Frequently Purchased Items Panel Fields if the customer has placed any orders.
• Lifetime Value. The default Currency Code is indicated below this total.
• Return Rate (Item Return Rate)
Frequently Purchased Items Panel Fields
The Frequently Purchased Items Panel displays up to five items in the customer’s purchase history that appear in the greatest number of orders, regardless of the ship-to customer on the order or the status of the order line.
The system does not consider the quantity of the item purchased. For example:
• If a customer purchased item A1234 in black, red, and blue and sent 1 of each to 3 different ship-tos, the frequency in which the customer purchased that item is 1.
• If that customer placed a different order for item A1234 in yellow and black, 1 each, the frequency would change to 2.
If the item has SKUs, the base item is displayed and the totals include all SKUs.
Items display in this panel in most frequently purchased, most recent order date, ascending item ID sequence. The following is displayed for each item:
• Item Image: Displayed if the Use External Item Image (L55) system control value is selected and an item or SKU image has been defined. A placeholder image is displayed if Use External Item Image (L55) is selected but no item or SKU image has been defined.
Note: The icon indicating that an Item Information Link is available is not displayed on the item image.
• Item ID (next to the item description, in parentheses)
• Total Orders: This is the total number of orders for the customer that include the item, across ship-tos.
If there is a single registry for the customer:
• Registry header information:
• Registry name: The Name defined for the registry in Customer Engagement.
• Customer name: The name of the customer, in Last name, First name order.
• Registry type: The type of registry defined in Customer Engagement. Possible types are Gift Registry and Wish List.
• Event type: The event type defined for a registry in Customer Engagement, such as Birthday Party or Wedding Shower. Not displayed for a Wish List.
• Venue: The name of the venue, if any, specified in Customer Engagement for the registry. Not displayed for a Wish List.
• Date: The Event Date defined in for the registry in Customer Engagement. Not displayed for a Wish List.
• Item information: Includes the item description for the item in Order Management System, followed by the item number or code and SKU, in parentheses.
The Item Image and Item Information Link are also available, if they have been defined and are enabled.
Store-only item: If there is no record of the item in Order Management System, the description is Store only item. You cannot add a store-only item to an order.
• Quantity desired: The requested quantity of the item defined for the registry in Customer Engagement.
• Quantity purchased: The quantity of the item that has already been purchased, either through Order Management System or another system integrating with Customer Engagement. The quantity displayed does not increase when you add the item to the current registry order; it increases after you submit the order. This quantity is not updated when the customer purchases the item on a non-registry order.
If there is more than one registry for the customer:
• Number of registries for the customer, such as 2 Registries Found..
• Registry information: The Name defined for the registry in Customer Engagement, and the venue for a gift registry.
• Date: The Event Date defined in for the registry in Customer Engagement. Not displayed for a Wish List.
• Registry type: Gift Registry or Wish List.
See the Review Registries or Create a Registry Order for more information on options.
Cards and Programs Table Fields
The Enroll in Loyalty option is displayed if:
• the ORCE Customer Integration (L37) system control value is set to INTERACT, and
• the Use ORCE Loyalty (M06) system control value is selected, and
• the customer is not already a loyalty member.
If the customer is enrolled in one or more card programs, the Cards table displays the description of each card program and the card number for each, as well as the programs and awards for each card. If there are multiple cards, they are listed in alphabetical order.
The information displayed is returned from Customer Engagement.
• Card Description: The description of the card from Customer Engagement. From the Description passed in the retrieveCustomer response message.
• Card Number: The card number assigned to the customer in Customer Engagement. From cardNumber in the retrieveCustomer response message.
• For each program for the card, the following information is from the getCardInquiryData response message.
• Program Description: The description of the program. From the instrument description in the getCardInquiryData response message, This is a link to open the Account Details panel, described below.
• Program Type: Either Loyalty or Award.
• Account Number: The account number for the loyalty or award program.
• Level: The name identifying the level, as defined in Customer Engagement.
• Balance: The current balance of the loyalty or award program. This is the total current earned points balance for the customer loyalty account.
• For a loyalty program, this is the number of points, and is typically a whole number, although Customer Engagement can return a point amount that includes a decimal.
• For an award program, this is a monetary value, including a two-position decimal. The currency code is indicated.
The Account Details panel lists the following information that is provided by Customer Engagement. Details are listed in reverse chronological order (newest to oldest). You can sort the displayed records by clicking the column headings.
Loyalty Program fields: The following information is from the getCardInquiryData response and the getLoyaltyHistory response.
• Program Description: The description of the loyalty program.
• Program Type: Loyalty.
• Account Number: Identifies the customer’s loyalty program account.
• Level: The name identifying the level, as defined in Customer Engagement.
• Loyalty Points:
• Balance: The current unused points for the loyalty program. Does not include pending points.
• YTD: The total year-to-date points for the program. Does not include pending points.
• LTD: The total life-to-date points for the program. Does not include pending points.
• Account Activity: Activity from the last 180 days is displayed, provided the number of activity records (excluding inquiries, which are not displayed) does not exceed the Account Activity Lookup Limit setting defined in Customer Engagement. If the total number of records on the account exceeds this lookup limit, an error is displayed. Records are sorted in descending chronological order (newest to oldest). This information is from the getLoyaltyHistory response message from Customer Engagement.
• Date: The date and time when the activity occurred.
• Activity Type: The type of activity performed. Inquiry activity records are not listed. Possible activity types:
• Account Merge
• Activated
• Change Earn Date
• Change Level
• Deactivated
• Earn Balance Transfer
• Earn Points
• Expire Points
• Issue Award
• Issue Points
• Points Recovery
• Return Points
• Reset Expiration Date
• Sustain Extension
• Transfer In
• Transfer Out
• Void Points
Note: Inquiry activity is not displayed.
• Activity ID: The activity transaction ID assigned to the transaction in Customer Engagement. You can use this value as a reference for voiding a transaction in Customer Engagement or when writing a customer or order note.
• Pending: Set to Yes if the points are pending being issued; otherwise this field is blank. Depending on the configuration of the program in Customer Engagement, points might be held in escrow for a set period of time before they are eligible to be released.
• Location: The code identifying the location where the activity was performed.
• Value: The number of points represented by the activity:
• Typically a positive number when the activity is Issue Points, Deactivated, Points Recovery, Earn Points, Transfer In, or Points Balance Transfer.
• Typically a negative number when the activity is Return Points, Issue Award, Void Points, Expire Points, Transfer Out, or Change Level.
• Typically set to 0.00 or blank when the activity did not affect the points total, such as Account Merge, Change Earn Date, Reset Expiration Date, or Sustain Extension.
Awards Program fields: The following information is from the getCardInquiryData response and the getAwardAccountHistory response:
• Program: The description of the awards program.
• Account Number: Identifies the customer’s awards program account.
• Balance: The total value of the listed coupons after subtracting any redemptions. The currency code is indicated.
• Account Activity:
• Date and Time when the activity took place.
• Activity Type. Possible activity types include:
• Account Merge: Accounts for the customer were merged.
• Activate: The award activity program was created for the customer.
• Automatic Redeem: The award was applied toward an order.
• Deactivate
• Expire Coupon: The coupon has been expired.
• Issue Birthday Coupon
• Issue Coupon: A coupon was issued, either automatically or manually.
• Issue Entitlement Coupon
• Issue Promo Award Coupon
• Issue Signup Coupon
• Notify Coupon Expire
• Redeem
• Reset Expiration Date: The expiration date for a coupon was reset.
• Transfer In: An award was transferred from a different awards account.
• Transfer Out: An award was transferred to a different awards account.
• Void Award:
Note: Inquiry activity is not displayed.
• Activity ID: The activity transaction ID assigned to the transaction in Customer Engagement. You can use this value as a reference for voiding a transaction in Customer Engagement or when writing a customer or order note.
• Value: The amount of the award activity. Positive for activities that increase the awards total, such as issues and transfers in. Negative for activities that decrease the awards total, such as redemptions, transfers out, and expirations. Set to 0.00 for activations. Includes a two-position decimal. Blank when the expiration date is reset or when accounts are merged.
• Expiration: The date when the awarded coupon expires, if any. Blank for an Activate activity, Account Merge, or for a Reset Expiration Date activity. Set to No Expiration if no date was specified for an Issue Coupon.
• Coupon ID: Identifies the coupon issued, transferred in, transferred out, expired, or redeemed through the activity; otherwise, blank.
• Location: The code identifying the location where the activity was performed. Blank for a Transfer In or a Transfer Out.
Issue Loyalty Points Window Fields
• Program Name: The name of the loyalty program. Display-only.
• Account Number: The number identifying the customer’s loyalty account. Display-only.
• Points Amount: The amount of points to issue. Required. Must be a whole number of up to 7 positions. Can be a negative amount; however, you cannot issue a negative number of points that would cause the points balance for the account to be negative, unless the points will be created in escrow (indicated by the Pending flag).
• Reason: Enter a description of the reason why you are issuing the points. Up to 1000 positions. Once entered, the reason is not displayed in Order Management System. Required.
Issue Award Coupon Window Fields
• Program Name: The name of the awards program. Display-only.
• Account Number: The number identifying the customer’s awards account. Display-only.
• Award Amount: The amount of the award to issue. Up to 7 positions, including a two-place decimal. Cannot be a negative amount. Required.
• Expiration Date: The date when the award should expire. If you enter a date, it must be later than the current date. If you do not enter a date, the expiration rules defined for the program apply. Optional.
• Reason: Enter a description of the reason why you are issuing the award. Up to 1000 positions. Once entered, the reason is not displayed in Order Management System. Required.
Note: An error occurs if the Local Currency Code (A55) system control value is not set to a valid currency.
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