18 Customer Loyalty List

Overview: Use the Loyalty tab at the Customer Order List page to review or work with loyalty programs for the customer, or to enroll the customer in a loyalty program.

How to display: Select the Loyalty option on the Customer Order List page.

For more information:

• Customer Loyalty Options for step-by-step instructions on the actions you can perform at the Customer Loyalty List page.
• Fields on Customer Loyalty List for a description of the fields on the Customer Loyalty List page.

Customer Loyalty List Options

Purpose: You can perform the following actions at the Customer Loyalty List page.

• Create Order

• Use the Prompt to Join Loyalty

• Update Customer Information
• Call the Customer’s Phone Number
• Email the Customer
• Review Frequently Purchased Items

• Review Registries or Create a Registry Order

• Enroll the Customer in a Loyalty Program

• Issue Points

• Issue Award Coupon

• Sort Listed Programs

• Select a Program to Review Account Details

• Review Orders for the Customer

• Review Items Sold to or Returned by the Customer

• Review Items Purchased by the Customer

For more information:

• Customer Loyalty List for an overview of the Customer Loyalty List page.
• Fields on Customer Loyalty List for a description of the fields on the Customer Loyalty List page.

Create Order

Select the Create Order option to advance to the Enter or Verify Customer Information step in Order Entry.

Note:

This option is available only if you have authority to the Contact Center Order Entry (CCOE) menu option. You can define menu option authority for a user ID in the Work with Users (WUSR) menu option and for a user class in the Work with User Classes (WUCL) menu option.

Use the Prompt to Join Loyalty

Loyalty prompt options: A prompt to join loyalty is displayed below the customer’s name and customer number, providing the following options:

• Never: Do not ask the customer again about joining loyalty. In this case, Order Administration sends a Customer Engagement Update Customer Request to update the ORCE_LOYALTY_PROMPT_ATTRIBUTE setting for the customer to FALSE so that Order Administration will not prompt the customer again to join the Loyalty program.

• Not Now: The customer is not joining loyalty now, but can be prompted again in the future. Order Administration does not send an update to Customer Engagement.

•   Enroll: Enroll the customer in loyalty. See Updates at Loyalty Enrollment for information on the updates that take place when the customer enrolls.

Displayed when? The prompts are displayed only if:

• the ORCE Customer Integration (L37) system control value is set to INTERACT, and

• the Use ORCE Loyalty (M06) and Prompt to Join Loyalty (M07) system control values are selected, and

• the customer has an ORCE customer ID and is not already a loyalty member, and has not previously requested to stop prompting for loyalty membership, such as by selecting the Never option at the prompt.

Prompt wording: The ORCE_LOYALTY_REG_MESSAGE property (PROP) defines the wording of the prompt message.

You can also enroll the customer in loyalty through the process described under Enroll the Customer in a Loyalty Program if the customer is not already enrolled.

Updates at Loyalty Enrollment

When you confirm the enrollment of the customer in loyalty:

• Order Administration sends a Customer Engagement Loyalty Generate Card Request to Customer Engagement.

• Customer Engagement uses the information in the Loyalty Generate Card Request to associate and activate a new loyalty card for the customer.

• Customer Engagement returns the Customer Engagement Loyalty Generate Card Response to Order Administration, containing the customer’s loyalty card number.

• Order Administration:

  • generates the Loyalty Registration Notification email to send to the customer. This email contains the loyalty card number assigned to the customer; see Oracle Retail Customer Engagement Loyalty Registration Notifications in the Classic View online help for the setup required to generate the notice, and see Oracle Retail Customer Engagement Loyalty Registration Notification Sample and Contents for a sample email.

  • creates a record in the Customer Note table indicating a Customer Engagement Loyalty Registration Notice has been sent to the customer: Loyalty Reg Notice to [e-mail]. You can review customer notes on the Edit Customer Notes Screen. The note is written even if the system generates the Outbound Email XML Message (CWEmailOut) rather than an actual email, or if the email cannot be relayed if, for example, there is a problem with the destination email address.

  • sends a Customer Engagement Update Customer Request to update the ORCE_LOYALTY_PROMPT_ATTRIBUTE setting for the customer to FALSE so that Order Administration will not prompt the customer again to join the Loyalty program.

• Customer Engagement returns the Update Customer Response indicating whether the update was successful.

• Order Administration sends a Customer Engagement Loyalty Card Request to Customer Engagement, requesting the details of the loyalty card.

• Customer Engagement returns the details of the loyalty card in the Customer Engagement Loyalty Card Response.

Order Administration uses the information in the Loyalty Card Response to display the loyalty card number and its associated points and awards on the Customer Loyalty page, including any awards that were assigned automatically through enrollment. Also, the Loyalty Member icon and label () are displayed.

If communication fails:

• If a connection could not be made to Customer Engagement in order to enroll the customer in the loyalty program, the system displays an error message similar to the following: No response from ORCE-card not generated.

• If the value in the ORCE Loyalty Card Prefix (M08) or ORCE Loyalty Card Series Sequence Number (M09) system control value is not valid in Customer Engagement, the system displays an error message similar to the following: No response from ORCE-card not generated.

Update Customer Information

Select the Edit Customer option to advance to the Edit Customer (Sold-To) Information panel.

Note:

This option is available only if you have authority to the Enter/Maintain Orders (OEOM) menu option. You can define menu option authority for a user ID in the Work with Users (WUSR) menu option and for a user class in the Work with User Classes (WUCL) menu option.

Call the Customer’s Phone Number

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 the Customer

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.

Review Frequently Purchased Items

Click Frequent Purchases in the Purchases customer summary tile to open the Frequently Purchased Items Panel.

Review Registries or Create a Registry Order

Click Registries in the Purchases customer summary tile to open the Registries panel. This option is available only if the ORCE Customer Integration is enabled, there is a record for the customer in Customer Engagement, and the Use ORCE Registries (M26) system control value is selected

If the customer has more than one registry: Select a registry to display the fields and options for that registry. You can select Return to Registries at the top of the panel to return to the Registries panel, displaying all registries for the customer.

Registries are displayed here only if they have been published in Customer Engagement, and the current customer is the owner of the registry.

Registry options: When a single registry order is displayed:

• Filter the items on the registry: Enter a full or partial item code or description to restrict the displayed registry items.

• Create a registry order: Select Create Registry Order to advance to the Customer Information (Order Entry Step 2) step in order entry and create an order for the customer that includes one or more items in the registry. Note that the options in order entry are different when you are creating a registry order.

Available when? This option is available only if the displayed registry includes at least one item that is available to sell in Order Administration (that is, not a Store only item). See Order Entry for additional required system control values and other settings. The Create Registry Order option is also not available if you currently have order entry open in another tab, regardless of whether the order is for the currently displayed customer.

When would you create a registry order? You might create a registry order if:

• A customer wants to purchase items on their own wish list. For example, a customer might create a wish list for items needed for the first semester at college.

• A customer wants to purchase items remaining on a registry after the event occurs. For example, after a baby shower, the customer might want to purchase additional remaining items that were not given as gifts at the shower.

Enroll the Customer in a Loyalty Program

Click the plus sign next to Enroll in Loyalty and then select OK at the Confirm Enrollment window. This option is available only 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.

For more information: See Updates at Loyalty Enrollment.

Issue Points

In the Account Details panel for a loyalty program, select Issue Points to open the Issue Loyalty Points window, where you can issue new points for the loyalty program. This option is displayed only if you have the required authority under the ORCE Issue Awards/Points (J07) secured feature.

The Points Amount and the Reason are required. Note that the Points Amount must be a whole number and 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).

When you complete this window, the request to issue the points is submitted to Customer Engagement, where the points are added to the customer’s account. The Issue Points activity is immediately displayed under Account Activity.

See Issue Loyalty Points Window Fields for details on fields.

Issue Award Coupon

In the Account Details panel for an award program, select Issue Award Coupon to open the Issue Award Coupon window, where you can issue a new award amount. This option is displayed only if you have the required authority under the ORCE Issue Awards/Points (J07) secured feature.

The Award Amount and the Reason are required, while the Expiration Date is optional. Note that the Points Amount can include a two-position decimal, and cannot be a negative amount.

When you complete this window, the request to issue the coupon is submitted to Customer Engagement, where the award is added to the customer’s account. The Issue Coupon activity is immediately displayed under Account Activity.

Note:

An error indicates if the currency code defined in the Local Currency Code (A55) system control value is invalid. This system control value must be set to a valid currency code.

See Issue Award Coupon Window Fields for details on fields.

Sort Listed Programs

If the customer is enrolled in any loyalty programs, you can sort on any column below a card by clicking on the column name. Both loyalty and award programs are listed. 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.

Select a Program to Review Account Details

If the customer is enrolled in any loyalty programs, select the Program Name link for a program to open the Account Details panel.

Note:

Activity from the last 30 days is displayed in the Account Details panel, 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.

You can sort the records displayed in the Account Details panel by clicking any of the column headings.

Review Orders for the Customer

Select the Orders tab to return to the Customer Order List.

Review Items Sold to or Returned by the Customer

Select the Purchase History tab to advance to the Customer Purchase History List, where you can review items that the customer has purchased or returned. This information is from the Transaction History records in Customer Engagement. This tab is available only if the ORCE Customer Integration (L37) system control value is set to INTERACT.

Review Items Purchased by the Customer

Select the Items option to switch to the Customer Items List for the customer.

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

• Registries Panel Fields

• Cards and Programs Table Fields

• Account Details 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

Customer Loyalty List Page Title Fields

The customer’s name displays in the page tab for the Customer Loyalty 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.

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 display.

• 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. When the Purchase History tab is available, this is the Customer Engagement ID.
• The Customer Since date follows the customer name and number. When the Purchase History tab is available, this is the signup date from Oracle Retail Customer Engagement.

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.

Customer Summary Tiles Fields

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..
• 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 in the Frequently Purchased Items panel.

• Item Description
• 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.
• Last Ordered Date

Registries Panel Fields

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 Administration, 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 Administration, 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 Administration 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 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.

Account Details Fields

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 acocunt.

    • 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 Administration. 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 Administration. Required.

Note:

An error occurs if the Local Currency Code (A55) system control value is not set to a valid currency.