16 Customer Memberships List

Overview: With the v23.2.401.0 update, a new Memberships tab at the Customer List screen displays any existing membership programs for the customer. Information displayed includes:

• membership program name and code

• customer membership program status

• next release date when a new membership order is eligible for generation

• most recent date when a membership order was generated

• name of the membership recipient

• current shipping address for the membership

Use the Memberships tab at the Customer Order List page to view all the standard memberships for the customer (active and expired) for the specified sold-to customer. Standard memberships are programs used to generate regular periodic orders for a customer. For example, an order for a food or beverage item each month such as a “coffee of the month”. This tab does not show loyalty memberships that are based on order history. See Customer Loyalty List for information on loyalty memberships.

Note:

The memberships tab is always displayed but the returned data depends on the user’s authority to the Enter/Maintain Orders(OEOM) menu option. If the user's menu option authority for fast path OEOM is set to ALLOW or DISPLAY, the Memberships tab displays standard memberships for the customer. If the user's menu option authority for OEOM is set to EXCLUDE, the Memberships tab is shown but no data is displayed. 

How to display: Select the Memberships option on the Customer Order List page. When you first advance to this page, it displays memberships ordered in membership program description order.

Available options: You can replace the credit or debit card payment method for an active membership program or edit the expiration date. See Replace Payment Method and Edit Expiration Date for more information.

For more information:

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

Customer Membership List Options

Purpose: You can perform the following actions on the Customer Membership 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

• Sort Listed Memberships
• Filter Displayed Memberships

• Replace Payment Method

• Edit Expiration Date

• Review Items Sold to or Returned by the Customer

• Review or Work with Loyalty Cards, Programs, or Awards for the Customer

• Return to the Order List Results

For more information:

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

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.

Sort Listed Memberships

You can sort on any column in the Memberships table 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.

Memberships first display in the Memberships List table in membership program description order.

Column Sort by Activity

Activity sorts by:

• Membership
• Status
• Next Release
• Last Order
• Recipient
• Active Shipping Address

Filter Displayed Memberships

The page provides an entry field below the Memberships List panel with the message Type to filter. You can further refine the memberships displayed in the Membership Table by entering one or more search terms found in any of the fields displayed in that table.

Example: Enter Washington. The displayed results include orders for recipients whose names are “Washington,” as well as customers whose addresses include “Washington” in the street address or city. Next, enter George. Displayed results are now further restricted to orders that include “George” in any of the fields displayed in the Membership Table, provided the orders also include “Washington.”

Matching records need to contain the search term, but do not need to start with the search term. For example, both 123.45 and 23.45 are matches for a search term of 23.

Filtering is across all results: The filtering is not restricted to the memberships displayed on the first page of results. For example, if the only membership matching your entry is on the third page of results, this membership is displayed.

Additional information on filtering:

• Only fields displayed at the Membership Table are available for filtering. For example, you can filter based on the membership status, next release, or recipient, because this information displayed, but you cannot filter based on an item on the order.
• You can enter membership status, such as Complete, to filter the results to include only completed orders.
• You can enter a membership activity, such as Next Release, to include only those memberships that have had that activity.

• You cannot filter by:

  • The description of the membership type.

  • The recipient customer’s company name, even though it is displayed.

• Filtering is not case-sensitive. For example, you can enter complete or COMPLETE to display complete memberships.
• To filter based on last order date, include the date delimiters. For example, enter 8/27 rather than 827 to filter for a last order date of August 27.

Removing a search term: Optionally, click the X next to a search term to remove it from the filter criteria.

Replace Payment Method

The payment for an Active customer membership can be replaced.  

Note:

If a membership is in a status of Canceled, Complete or In Process, or does not have a pay type associated to it, the Replace Payment Method option is NOT enabled. 

If the user's menu option authority for Enter/Maintain Orders (OEOM) is set to DISPLAY or EXCLUDE, the Replace Payment Method option is NOT enabled. 

Select Replace Payment Method from the Actions menu () for the membership to open the Replace Payment window. The Replace Payment options vary for the customer membership depending on the replacement payment method chosen:

Cash, Checks Replacement Payment

1. Select cash/check payment method from the Payment Method drop down box. The system identifies a payment as cash/check if its Pay Category in the Work with Pay Types (WPAY) menu option is set to Cash/Check. After you select a cash/check payment, the system displays additional fields required to create a cash/check payment.

2. Enter an Amount to Charge.

3. Select OK to replace the payment method for the membership. The system validates your entries. If the payment passes validation, the system displays a Snackbar Notification indicating the payment was added to the membership.

Credit Card or Debit Card Replacement Payment

Credit card and Debit cards are handled through Oracle Retail EFTConnect. Oracle Retail EFTConnect facilitates integration with account providers, such as CyberSource and Adyen, external payment services (EPS), and other custom Oracle Payment Interface (OPI) payment services. Use of EFTConnect removes any requirement to configure each credit card payment type in Order Administration; instead, the payment processor that hosts the payment form validates the card, including the card number length, format, leading digits, or expiration date.

When a customer membership is purchased, the cardToken and customerToken captured on the payment in the original/parent order is stored with the Customer Membership (WWCM) record. When the child membership order is generated (EGMO), it stores those same tokens with the Order Payment Method. 

1. Select a credit or debit card payment from the Payment Method drop down box.

2. Select OK to display the additional fields related to this payment method. The fields shown are those returned from the payment provider such as CyberSource, Adyen, EPS, or OPI, hence field names and display could be different.

3. Enter a Card Number.

4. Enter the Expiry Month (MM format) and Expiry Year (YY format).

5. Select Pay to replace the payment method for the membership. An error message indicates if any of the entered fields are invalid. The system displays a Snackbar Notification indicating the payment was added to the membership.

   When a card is replaced on a customer membership for a credit or debit card, the system obtains a $0 (zero)authorization to get a card token to store for future authorizations. 

   If an authorization response is declined when replacing a payment, the declined payment is not added to the customer membership.

If an error occurs whilst loading the service or after selecting Pay, and the payment provider form cannot be displayed, retry or select a new form of payment. You can close the window, select Edit, or select the hyperlink in the message.

• If the window is closed, payment is not added and the membership list page is displayed.

• Selecting Edit allows you to retry or change the payment method.

• Selecting the hyperlink in the error message tries to reload the form.

Gift Card (Stored Value Card) Replacement Payment

1. Select a gift card payment from the Payment Method drop down box.

2. Select OK to display the additional fields related to this payment method.

3. Enter a Card Number. The system validates the card number against the credit card length, leading digits, and modulus check settings defined for the payment method in the Work with Pay Types (WPAY) menu option.
4. Enter a Start Date in MM/YY format. Displayed only if the Require Start Date field is selected for the payment method.
5. Enter an Expiration Date in MM/YY format. Required only if the Require Expiration Date field is selected for the payment method.
6. Enter a Card ID Number if one is defined for the gift card.

7. Select Pay to replace the payment method for the membership. An error message indicates if any of the entered fields are invalid. If the payment passes validation, the system displays a Snackbar Notification indicating the payment was added to the membership.

Note:

Pay type records that have a Card Type of Wallet as viewed in the Classic View Work with Payment Types (WPAY) are excluded from the list of replacement payment methods.

Any pay type associated to the PPL authorization service (WASV) is also excluded.

Edit Expiration Date

The expiration date for a payment card on a customer membership can be updated.

Note:

If a membership is in a status of Canceled, Complete or In Process, or does not have a pay type associated to it, the Edit Expiration Date option is NOT enabled. 

1. Select Edit Expiration Date from the Actions menu () to change the expiration date of the payment card for the selected customer membership.

2. Enter a new expiration date and select OK. If a valid date is entered, the updated expiration date is saved for the customer membership. If an invalid date is entered, an error is displayed: Invalid Expiration Date.

Note:

Existing customer membership orders are not updated with the new expiration date.

If using EFTConnect authorization service, a failure may occur if the customer token value provided by the payment service provider in the authorization response is not included when the order was submitted.

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 order information sent from Customer Engagement. This tab is available only if the ORCE Customer Integration (L37) system control value is set to INTERACT.

Review or Work with Loyalty Cards, Programs, or Awards for the Customer

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

Return to the Order List Results

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

Fields on Customer Membership List

Purpose: The following information displays on the Customer Memberships List page.

• Customer Memberships List Tab Fields
• Customer Memberships List Page Title Fields
• Customer Information Panel Fields
• Customer Summary Tiles Fields
• Frequently Purchased Items Panel Fields
• Registries Panel Fields
• Membership Table Fields

For more information:

• Customer Memberships List for an overview of the Customer Memberships List page.
• Customer Membership List Options for step-by-step instructions on the actions you can perform on the Customer Memberships List page.

Customer Memberships List Tab Fields

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

Customer Memberships List Page Title Fields

The title and the tab of the Customer Memberships 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 Oracle Retail Customer Engagement ID.
• The Customer Since date follows the customer name and number. When the Purchase History tab is available, this is the sign up date from Oracle Retail Customer Engagement (ORCE).

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. When the Purchase History tab is available, this is the Customer Engagement ID.

  •   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 Since date. When the Purchase History tab is available, this is the signup date from Oracle Retail Customer Engagement.

  • 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.

Membership Table Fields

The Memberships table displays all standard membership records for a customer. All memberships appear in the list and the page scrolls. The results have a default sort based on membership description. This table does not show loyalty memberships. See Customer Memberships List for information on customer memberships. For each customer membership record, the system displays the following fields.

• Membership Program
• Status

  The following customer membership badges are available:

  • Active

  • Canceled

  • Complete

  • In Process

  • Inactive

  • Error

• Next Release: Displays the date that the next membership order will be generated.

  Note:

  The system calculates this date based on the schedule defined for the membership. You can change the next release date in classic view by selecting Change release date/rotation for a customer membership in Work with Customer Memberships (WWCM).
  The next release date is not displayed for customer memberships with the following status:

  • Canceled

  • Complete

  • Inactive

• Last Order: Displays the date the last order was generated for the customer membership.

  Note:

  This can be viewed in the classic view in Work with Customer Memberships (WWCM).
• Recipient

  The recipient is displayed as follows:

  • <last name, first name>

  • If last name and company name, <last name, first name> with <company name> below in the same cell

  • If no last name, <company name>

  Note:

  View the recipient in classic view in Work with Customer Memberships (WWCM), Display, Recipient.

• Active Shipping Address: A shipping address to send the order to.

• Actions menu () containing Replace Payment Method and Edit Expiration Date options.

  Note:

  • If a membership is in a status of Canceled, Complete or In Process, the  Replace Payment Method option is NOT enabled.

  • If a membership is in a status of Canceled, Complete or In Process, the Edit Expiration Date option is NOT enabled.