Search for Orders or Customers Options
Purpose: You can perform the following actions on the Search for Orders or Customers page.
• Display Additional Search for Orders Fields
• Clear the Fields in the Search for Orders Panel
• Display Additional Search for Customers Fields
• Clear the Fields in the Search for Customers Panel
• Customer Search Result Options
The options to search for existing orders or customers are displayed only if you have authority to Order Inquiry/Maintenance (OIOM).
For more information:
• Search for Orders or Customers for an overview of the Search for Orders or Customers page.
• Fields on Search for Orders or Customers for a description of the fields on the Search for Orders or Customers page.
Display Additional Search for Orders Fields
In the Search for Orders Panel, select > Additional Order Search Fields to display the additional order fields that are available for an order search.
Note: The Contact Center Order Search Field Sequence screen in the Work with Contact Center (WWCC) menu option controls which fields to initially display in the Search for Orders panel. If the Search for Orders panel is configured to display all fields, the > Additional Order Search Fields option does not display.
1. Complete one or more of the order fields in the Search for Orders Panel; see Order Search Field Validation for the validation that occurs for each field.
2. Select the Search Orders option. The system validates your entries and searches for orders that meet all of your search criteria.
• If the system finds a single order that meets your search criteria, you advance to the Order Summary page for the order.
• If the system finds more than one order that meets your search criteria, the results are displayed in the Order Search Results Fields. Note: If the number of orders found is greater than the maximum search results of 500 records, the system displays an error message. In this situation, the system retains your search criteria so that you can refine your search and try again.
• If no orders meet your search criteria, the system displays an error message. In this situation, the system retains your search criteria so that you can review and modify your search.
Note: In order to perform an order search by pressing Enter, your cursor must be in one of the order fields. Searching by pressing Enter is available only for fields that are not associated with a drop down list of values.
Order Number Search
Enter a complete and valid Order Number to find an order that matches your entry.
Note: If you search by order number, the system ignores any other search criteria that you enter.
Order Date Search
Enter a complete and valid Order Date in user date format, or select a date from the calendar, to find orders whose order header date matches your entry.
• You can enter a date that is earlier, equal to, or later than the current date.
• Enter the date in the date format defined for your user ID. For example, if the date format for your user ID is set to YY/MM/DD and you enter 12/12/12, the system recognizes this date as 2012, December 12 and searches for orders that were created on that date.
• If you enter a 4-digit number in a date field, your entry is interpreted as the year, and the current day and month are filled in. For example, if you enter 2022 and the current date is April 1, the date is filled in as 4/1/2022, depending on the date format for your locale.
Invoice Number Search
Enter a complete and valid Invoice number to find orders whose invoice number matches your entry.
Alternate Order Number Search
Enter a full or partial Alternate Order Number to find orders whose Alternate order number starts with your entry.
Orders from Order Broker: To review orders from Order Broker whose originating system is Order Management System, enter ORIG#: in this field and select the Search Orders option to have the Search for Orders or Customers page display order results where all orders whose Alternate Order Number in the Order Header Extended table begin with ORIG#: display.
Last 4 Digits of Payment Card Search
Enter the Last 4 Digits of Payment Card to find orders that contain a payment card whose last four digits match your entry. Your entry must be numeric.
Item ID and SKU Search
• Enter a valid Item ID to find orders that contain an item ID that matches your entry, regardless of SKU.
• Enter a valid Item ID and SKU to find orders that contain an item ID and SKU combination that matches your entry.
• Enter a valid Item ID and select the Populate SKU Options icon to retrieve the valid SKU’s for the item. Once the SKU’s are retrieved:
• Select the SKU field to display the SKU drop down list.
• Enter a full or partial SKU in the drop down list search field to find SKU’s that contain your entry.
• Select a SKU from the drop down list to populate the SKU field.
Note: The SKU is made up of three four position fields. If you search on more than one SKU element, you must enter the full four positions for each field. For example:
• If you search for RED SML, you must type RED SML, where the space between RED and SML is two blank spaces. You need to enter one space to represent the forth position of the RED SKU element and the other space represents the space between the SKU elements.
• If you search for BLUE SML, you must type BLUE SML, where the space between BLUE and SML is one blank space to represent the space between the SKU elements.
Order Status Search
Select a valid Order Status from the list to find orders whose order header status matches your entry.
You can search for an order in a Canceled, Held, Open, Quote, or Closed status. The system does not allow you to search for an order in an Error or Suspended status.
Origin Search
Select a valid Origin (Order Type) from the list to find orders whose origin matches your entry.
Pick Control Number Search
Enter a valid Pick Control Number that is associated with an invoice to find an order whose pick control number matches your entry.
Pick Control Numbers associated with an invoice only: The system includes only pick control numbers associated with an invoice when you search for orders by pick control number (the pick control number has been billed and is assigned to an invoice in the Invoice Detail table). If you enter a pick control number that has not yet been billed and perform an order search, the system displays an error message indicating no orders were found, even if this pick control number is associated with an order.
Note: If you search for orders using order search criteria other than pick control number, the system will return orders that meet your search criteria, regardless of whether any picks for the order have been billed.
User ID Search
Select a User ID and User Name to find orders whose entered by user ID matches your selection.
User Suggestions: If you enter any characters in this field, the system displays any user IDs or user name that contain your entry.
User ID Lookup: Select the prompt arrow next to the User ID field to advance display a list of user IDs.
Sales Representative Number Search
Enter a valid and active sales representative number to find orders whose sales representative number matches your entry, or select the prompt arrow next to the Sales Representative Number field to display a list of active sales representatives.
Active Sales Representatives only: The system includes only active sales representatives when you search for orders by sales representative (the Active field for the sales representative is selected in the Work with Sales Representative (WSLS) menu option). If you enter an inactive sales representative and perform an order search, the system displays an error message indicating the sales representative number was not found, even if this inactive sales representative is associated with an order.
Note: If you search for orders using order search criteria other than sales representative, the system will return orders that meet your search criteria, regardless of the active status of the sales representative associated with the order.
Clear the Fields in the Search for Orders Panel
Select the Clear option next to the Search Orders button. The system removes all of your entries in the fields associated with the Search for Orders panel.
Display Additional Search for Customers Fields
In the Search for Customers Panel, select > Additional Customer Search Fields to display the additional customer fields that are available for a customer search.
Note: The Contact Center Order Search Field Sequence screen in the Work with Contact Center (WWCC) menu option controls which fields initially display in the Search for Customers panel before you need to select the > Additional Customer Search Fields link to display the remaining fields in the panel. If the Search for Customers panel is configured to display all fields, the > Additional Customer Search Fields option does not display.
1. Complete one or more of the customer fields in the Search for Customers Panel. See Customer Search Field Validation for the validation that occurs for each field.
2. Select the Search Customers option or press Enter. The system validates your entries and searches for customers that meet all of your search criteria.
• If the system finds a single customer that meets your search criteria, you advance to the Customer Order List page.
• If the system finds more than one customer that meets your search criteria, the matching customers are listed in the Customer Search Results Fields. Note: If the number of customers found is greater than the maximum search results of 500 records, the system displays an error message. In this situation, the system retains your search criteria so that you can refine your search and try again.
• If no customers meet your search criteria, the system displays an error message. In this situation, the system retains your search criteria so that you can review and modify your search.
Note:
• If you search by customer number, the system ignores any other search criteria that you enter.
• In order to perform a customer search by pressing Enter, your cursor must be in one of the customer fields. Searching by pressing Enter is available only for fields that do not have a defined drop down list of values.
• The system does not include Ghost Customers in the customer search results. You can identify a ghost customer by the setting of the Ghost flag.
Search in Customer Engagement? If the ORCE Customer Integration (L37) system control value is set to INTERACT:
• Customer(s) found in Customer Engagement? If Customer Engagement returns any customer records, they are displayed in the customer search results:
• If a customer returned in the response is selected, and the customer did not previously exist in Order Management System, the customer record is created, and an Order Management System customer number is assigned.
• If the customer returned in the response and selected did previously exist in Order Management System but was not assigned a Customer Engagement ID, the customer record in Order Management System is updated with the ID passed from Customer Engagement, as well as the name and address information from Customer Engagement.
• If a customer returned in the response is selected and previously existed in Order Management System with a Customer Engagement ID assignment, the customer’s name and address information are updated with the information from Customer Engagement.
• Customer not found in Customer Engagement? If there are no matches returned from Customer Engagement, any matching records in the Order Management System Customer Sold To table are displayed. If there is only one matching record, Order Management System sends the customer information to Customer Engagement. Customer Engagement creates a record for the customer and sends the new Customer Engagement ID to Order Management System, and Order Management System updates the customer record with the ID.
The page indicates whether the search results were found in Customer Engagement or in Order Management System.
Customer Search Field Validation
Email Address Search
Enter a valid Email Address to find customers whose email address matches your entry. The email address you enter can be the customer’s primary email address or a secondary email address.
In order to search on email address, the system verifies that:
• There is an @ sign and a period (.).
• There is some text before the @ sign, between the @ sign and the period, and after the period.
Phone Number Search
Enter a full or partial Phone Number to find customers whose day, evening, or mobile phone numbers match your entry.
First Name Search
Enter a full or partial First Name to find customers whose first names start with your entry.
Last Name Search
Enter a full or partial Last Name to find customers whose last names start with your entry.
Company Name Search
Enter a full or partial Company Name to find customers whose company names start with your entry.
Postal Code Search
Enter a full or partial Postal Code to find customers whose postal codes start with your entry. When searching for a customer based on postal code, your entry should not exceed the number of positions indicated in the Postal Code Scan Length (F61) system control value.
Customer Number Search
Enter a valid Customer Number:
• Search based on Customer Engagement ID? If the ORCE Customer Integration (L37) system control value is set to INTERACT and the Use Oracle Retail Customer Engagement Customer Number in Search flag is selected in Work with Contact Center (WWCC) and your entry is a valid ORCE Customer ID, the matching customer is displayed.
• Search based on Order Management System customer number? If:
• The ORCE Customer Integration (L37) system control value is not set to INTERACT, or if
• The Use Oracle Retail Customer Engagement Customer Number in Search flag is not selected in Work with Contact Center (WWCC), and your entry is a valid Order Management System customer number, then
The matching customer is displayed.
• Otherwise, no results are displayed.
Note: If you search by customer number, the system ignores any other search criteria that you enter.
Match Code Search
Enter a full or partial Match Code to find customers whose match code starts with your entry.
Clear the Fields in the Search for Customers Panel
Select the Clear option next to the Search Customers button. The system removes all of your entries in the fields associated with the Search for Customers panel.
Customer Search Result Options
If you searched based on customer information, you have the following options.
Select a customer for review or new order: Click a displayed customer name to open the Customer Order List page for the customer, where you can review the customer’s orders and optionally enter a new order for the customer.
Review a customer’s most recent order: Click a customer’s most recent order number to advance to the Order Summary page for the order.
Call a customer: Select the 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.
Email a customer: Select the Email Address link for a customer 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.
Filter the search results: The customer search results include the first 15 customer records matching your search criteria. Optionally, you can further filter the search results by using the Filter results field above the list of customers to enter one or more terms to search across any of the displayed information.
For example, if you enter 1200 in the Filter results field, the search results might be restricted to customers who live at a street address of 1200, have a phone number that includes 1200, or whose last order number included 1200. If you enter Spring, the result results might be restricted to customers whose last name is Spring, or who live on Spring Street.
Note:
• Only fields displayed in the customer search results are available for filtering. For example, you can filter based on the first line of the customer’s street address, because it is displayed, but you cannot filter based on the apartment number.
• You can remove a search filter by clicking the X next to the filter term.
• The filtering is not restricted to the customers displayed on the first page of results. For example, if the only customer matching your entry is on the third page of results, this customer is displayed.
Sort the search results: You can sort on any column in the displayed customer search results by clicking on the column name. An arrow pointing up displays next to the field when the values for the field display in ascending sequence; an arrow pointing down displays next to the field when the values for the field display in descending sequence.
Customer search results first display on this page in ascending company name, ascending customer last name sequence.
If you searched based on order information, you have the following options.
Select an order: Select the Order Number link for a record in the search results to advance to the Order Summary page for the order.
A link is not available if the order’s status is Error or Suspended.
Filter the search results: The customer search results include the first 15 orders matching your search criteria. Optionally, you can further filter the search results by using the Filter results field above the list of orders to enter one or more terms to search across any of the displayed information.
For example, if you enter 1234 in the Filter results field, the search results might be restricted to orders with a street address number or postal code of 1200. If you enter Spring, the result results might be restricted to orders for customers whose last name is Spring, or with a street address of Spring Street.
Note:
• Only fields displayed in the order search results are available for filtering. For example, you can filter based on the first line of the customer’s street address, because it is displayed, but you cannot filter based on the apartment number.
• You can remove a search filter by clicking the X next to the filter term.
• The filtering is not restricted to the customers displayed on the first page of results. For example, if the only customer matching your entry is on the third page of results, this customer is displayed.
Sort the search results: You can sort on any column in the displayed order search results clicking on the column name. An arrow pointing up displays next to the field when the values for the field display in ascending sequence; an arrow pointing down displays next to the field when the values for the field display in descending sequence.
Order search results first display on this page in descending order date, ascending order number sequence.
After performing a search, select New Search from the search field at the top of the page to clear the currently displayed orders or customers and restore the Search for Orders and Search for Customers fields, with each of these fields now empty.
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