Messages

58 Messages

Overview: Use the Messages page to review, add, and update order notes as well as messages for each ship-to customer on the order.

Order notes: Order notes are messages that are flagged to print nowhere. These are notes that are not shared with the customer. You use the Order Notes (apply to entire order) window to enter or update order notes.

The system also writes order notes. For example, order notes are written for activity related to Order Orchestration such as the originating store, and the request ID assigned in Order Orchestration.

Message types: In addition to order notes, you can work with the following types of messages for an order ship-to:

Gift messages
Pick slip messages
Quote form messages
Refund check messages

How to display: Select the Messages option on the Order Entry, Order Summary, Order Activity, Returns/Refunds, or Invoices page.

Note:

You can add and edit messages and order notes regardless of whether the order is locked.

In this topic:

About Default Messages

For more information:

Messages Options for step-by-step instructions on the actions you can perform on the Messages page.
Fields on Messages for a description of the fields on the Messages page.
Order Line Message for information on working with order line messages.
Messages Window for information on working with order notes or customer messages in order entry.

About Default Messages

Purpose: Default messages are standard order or gift messages that you enter on orders on a regular basis. Instead of requiring users to retype a standard message on each eligible order, you can have the user select the message from a list of standard messages to default to the order, allowing you to avoid typographical errors that can occur when the message is manually added to the order.

Defining Default Messages

You can create default messages for order level messages and line level messages using the Work with Default Messages (WMSG) menu option.

The Message Type defined for the default message indicates whether the default message text is used for order level messages or order line level messages.

The Print Code defined for the default message indicates where the default message displays.

Valid values for order level messages:

Ref Chk Cust = The default message prints on a refund check. You can review and define refund check messages on the Messages page.
Gift Message = The default message prints as a gift message on the pick slip. You can review and define gift messages on the Messages page.
Nowhere = The default message does not print anywhere but displays on the order. You can review and define order messages on the Messages page under the Order Notes heading.
Picks = The default message prints on the pick slip. You can review and define pick slip messages on the Messages page.
Quotes = The default message prints on the quote form. You can review and define quote form messages on the Messages page.
Both = The default message prints on both the pick slip and invoice.
Invoices = The default message prints on the invoice.
Ref Chk Int = The default message prints in a detachable area of the refund check that is not visible to the customer.
User Defined = The default message prints on a document defined by the user, such as a custom pick slip.

Note:

Contact Center does not use the Both, Invoices, Ref Chk Int, and User Defined order level message types.

Valid values for order line level messages:

Nowhere = The default message does not print anywhere but displays on the order line.
Both = The default message prints on both the pick slip and invoice.
Invoices = The default message prints on the invoice.
Picks = The default message prints on the pick slip.

Selecting a Default Message to Add to an Order

The Message Template field at a message window in Contact Center allows you to select a default message to add to an order.

When a user selects a default message to add to an order, the message text defined for the default message defaults to the Message field; however, you can still override the default message text or add to the default message text. For example, if a user selects to default Happy Birthday, the user may wish to modify the message line to read Happy Birthday, Mom! Love, Mary and John.

You can also define and use default message templates for order notes and for order lines. See Order Note or Order Line Message for background.

Default Message Examples

An example of the type of messages you may wish to default are listed below.

Happy Birthday
Happy Anniversary
Congratulations
Merry Christmas
Happy Holidays
Season’s Greetings
Best Wishes
Thinking of You
With Deepest Sympathy
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Messages Options

Purpose: You can perform the following actions on the Messages page.

For more information:

Messages for an overview of the Messages page.
Fields on Messages for a description of the fields on the Messages page.

Review Order Notes

Order Notes are listed under the Order Note heading. These are messages added through the Order Notes (apply to entire order) window. These messages are for internal users and not exposed to the customer.

See Order Notes Fields for details.

Add an Order Note

Select the Add Note option under the Order Notes heading to open the Order Notes (apply to entire order) window.

Optionally, select a Message Template. Message templates are defined in the Work with Default Messages (WMSG) option in Classic View. Only templates with a Type of Order Message and a Print Code of Nowhere are available to select for order notes.
Define the contents of the message in the New Message (Order Message) field to suit your needs. You can use a carriage return to enter more than one message lines. Your entry cannot exceed 100 positions total. If your entry exceeds 60 positions, the system splits it into two separate order notes.
Select OK to create the note. The system returns you to the previous page.

Update an Order Note

Select the options icon () next to an existing order note select Edit to open the Order Notes (apply to entire order) window.
Optionally, change the Message Template, the New Message, or both. Your entry cannot exceed 60 positions.
Select OK to update the note. The system returns you to the previous page.

Note:

If you enter message text in the New Message field and then select a message template from the Message Template field, the system replaces any text that you entered in the New Message field with the default message text defined for the selected message template.

Delete an Order Note

Select the options icon () next to an existing order note and select Delete. The note is deleted immediately.

Review Messages for a Ship-to Customer

For each ship-to customer, you can review the following messages:

Gift messages
Pick Slip Messages
Quote Form Messages
Refund Check Messages

Add a Gift, Pick Slip, Quote Form, or Refund Check Message

Current order and single ship-to only: The messages that you enter on this window apply to the current order only and not any other order for the customer. If the order contains more than one ship-to, the system adds the messages to the selected order ship-to.

Order-level only: These order messages apply to the order and specified ship-to, and not to a specific item on the order.

Steps to add a message for a ship-to customer on an order:

Select the + sign next to the Add Message option to open the Messages For Window. The window title indicates the customer name and ship-to, for example: Messages for SAMPLE CUSTOMER (Ship-To 1).
Select a Message Type of Gift, Pick Slip, Quote Form, or Refund Check.
Optionally, select a Message Template to default the text from the template into the New Message field. Message templates are defined in the Work with Default Messages (WMSG) option in Classic View. Only templates with a Type that matches the selected Message Type are available to select.
Enter the New Message, or optionally edit the text that defaulted from the Message Template. You can use a carriage return to enter more than one message lines. Your entry cannot exceed 100 positions total. If your entry exceeds 60 positions, the system splits it into two separate messages.
Select OK to create the message. The system returns you to the previous page.

Update a Message

Select the options icon () next to an existing message and select Edit.
Optionally, change the Message Template, the New Message, or both. You can use a carriage return to enter more than one message lines. Your entry cannot exceed 100 positions total. If your entry exceeds 60 positions, the system splits it into two separate messages.
Select OK to update the message. The system returns you to the previous page.

Note:

You must have authority to the Modify Existing Messages (A30) secured feature in order to update a message.

Delete a Message

Select the options icon () next to an existing message and select Delete. The message is deleted immediately.

Note:

In order to delete a message, you must have authority to the Modify Existing Messages (A30) secured feature.

Review Order Summary

Select the Order Summary tab to advance to the Order Summary page for the current order.

Review Order Activity

Select the Order Activity tab to advance to the Order Activity page for the current order.

Review Refunds and Returns for the Order

Select the Returns/Refunds tab to advance to Returns/Refunds page.

Review Invoices for the Order

Select the Invoices tab to advance to the Invoices page.

Unlock the Order

If the order is currently locked, select Unlock Order or press CTRL + ALT + u to process any remaining order updates and unlock the order so that it available for maintenance by another user.

Note:

This option is available only if you have locked the order in the current session; it is not available if another user has locked the order. If you have the required authority, you can use the Unlock Order page to unlock an order locked by another user.,

For more information: See Maintaining an Order for more information about locking and unlocking an order.

Fields on Messages

Purpose: The following information displays on the Messages page.

For more information:

Messages for an overview of the Messages page.
Messages Options for step-by-step instructions on the actions you can perform on the Messages page.

Messages Page Title

Order # (Order Number)

Order Notes Fields

Message Type: Set to Order Note.
Message: The contents of the note. If the note exceeds 60 positions, the system automatically splits the notes into two notes.
Date (Message Date): Date and time when the note was created or most recently updated.
User (Message User): The ID of the user who most created or most recently updated the note.

Messages Fields

For each ship-to on the order:

Customer Name
Order Ship-To Number
Message Type: Set to Gift, Pick Slip, Quote Form, or Refund Check.
Message: The contents of the message. If the original message exceeds 60 positions, the system automatically splits the message into two records.
Date (Message Date): Date and time when the message was created or most recently updated.
User (Message User): The ID of the user who most created or most recently updated the message.