Customer Order List

14 Customer Order List

Overview: Use the Customer Order List page to review orders placed by the specified sold-to customer. From this page, you can select an order for review and maintenance, as well as advancing to Order Entry.

How to display:

Perform a customer search on the Search for Orders or Customers page when only one customer is found.
Select a customer on the search results at the Search for Orders or Customers page.
Click the Customer Summary Fields in the Order Summary Panel in order entry.
Click the sold-to customer name and number at the Sold-To Panel of the Order Summary page.
Select a customer on the Manage Held Orders page.

When you first advance to this page, customer orders display in descending order date (newest to oldest), and within order date, by descending order number sequence.

Lists available to display: The following lists are available from the Customer Order List page:

Orders tab: The Orders tab is selected by default at this page when you select a customer.
Items tab: Select this tab to display the Customer Items List.
Memberships tab: Select this tab to display the Customer Memberships List.
Purchase History tab: Select this tab to display the Customer Purchase History List. This information is provided by Customer Engagement, and the Purchase History tab is available only if the ORCE Customer Integration (L37) system control value is set to INTERACT.
Loyalty tab: Select this tab to display the Customer Loyalty List. This tab 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.

For more information:

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

Customer Order List Options

Purpose: You can perform the following actions on the Customer Order List page.

For more information:

Customer Order List for an overview of the Customer Order List page.
Fields on Customer Order List for a description of the fields on the Customer Order 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 option to open 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.

Manage the Address Book

Select the Address Book icon to open the Address Book Drawer to manage the details of the address book for the sold-to customer. The address book shows the exiting entries if any in alphabetical order by last name. Each entry shows the name, address, phone number, email address, and so on, that the order may be shipped to other than the customer’s own primary address. The address book is the same as customer ship-to in Work with Customers (WCST).

You can add, edit, or delete entries in the address book.

Add an Entry to the Address Book: Click + Add Address. The Address Book Form opens. Enter the new name and address details. When done, click OK to create a new entry in the address book and closes the Address Book Form (if no error validation occurs). The new entry is added to the address book list. The Address Book Number is auto assigned when a new address entry is created based on the next available sequence number for the Customer. The Match Code is auto generated using the defined match code algorithm when Address Book entries are created and edited.

Edit an Entry in the Address Book: Select Edit from the actions menu (). Make the required changes and click Update to save these changes. The address book list screen is refreshed. Even if no changes are made, a previous address record is written.

Delete an Entry in the Address Book: Select Delete from the actions menu (). Selecting OK checks if the address is being used on the current order or if there is order history for the address book entry, deletes the address book entry, closes the confirmation dialog and refreshes the address book list screen so that the entry is no longer included in the list. If the address book entry has any order history, the entry cannot be deleted and a message is displayed.

The X option in the right corner is used to close the drawer.

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 Orders

You can sort on any column in the Orders 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.

Orders first display in the Order List table in descending order date, ascending order number sequence.

Column Sort by Activity

Activity sorted in descending sequence sorts by:

Return alone
Exchange, Return
Exchange alone
Backorder, Return
Backorder, Exchange, Return
Backorder, Exchange
Backorder alone
No activity

Activity sorted in ascending sequence sorts by:

No activity
Backorder, Exchange, Return
Backorder, Exchange
Backorder, Return
Backorder alone
Exchange, Return
Exchange alone
Return alone

Filter Displayed Orders

The Customer Order List page displays the first 15 records matching your search criteria from the Search for Orders or Customers page when you search based on customer-related criteria.

The page provides an entry field below the Order List panel with the message Type to filter. You can further refine the orders displayed in the Orders 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 Orders 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 orders displayed on the first page of results. For example, if the only order matching your entry is on the third page of results, this order is displayed.

Additional information on filtering:

Only fields displayed at the Orders Table are available for filtering. For example, you can filter based on the order status, total, or recipient, because this information displayed, but you cannot filter based on an item on the order.
You can enter an order status, such as Closed, to filter the results to include only closed orders.
You can enter an order activity, such as Backorder or Return, to include only those orders that have had that activity.
You cannot filter by:
- The description of the order type.
- The recipient customer’s company name, even though it is displayed.

Filtering is not case-sensitive. For example, you can enter closed or CLOSED to display closed orders.
To filter based on order date, include the date delimiters. For example, enter 8/27 rather than 827 to filter for an order date of August 27.
You can filter based on numeric fields to display partial matches. For example, if the order total is 200.98, you can enter 200 or 98 to include the order in the search results.

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

Select an Order for Review

Select the Order Number link to advance to the Order Summary page for the order in a new tab.

Note:

A link is not available if the order’s status is Error or Suspended.

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 Items Purchased by the Customer

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

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.

Fields on Customer Order List

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

For more information:

Customer Order List for an overview of the Customer Order List page.
Customer Order List Options for step-by-step instructions on the actions you can perform on the Customer Order List page, including displaying the additional lists available from this page.

Customer Order List Tab Fields

The customer’s name displays in the page tab for the Customer Order List page. If the customer does not have a last name, the first ten positions of the company name displays as the tab title.

Customer Order List Page Title Fields

The title and the tab of the Customer Order 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 customer name does not exist, the title of the page displays the customer’s company name.
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
- The Customer Number is in parentheses following the customer name. When the Purchase History tab is available, this is the Customer Engagement ID.
- Customer Since date. When the Purchase History tab is available, this is the signup date from Oracle Retail Customer Engagement.
- 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:
  1. home phone number that is always displayed (even when not populated)
  2. business phone number that also supports a phone extension
  3. mobile or fax phone number as determined by Third Phone Number Type (L53) system control value.
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.
Address Book entries are stored as Permanent Ship To's for the Customer (Sold To). Each entry is assigned a sequential number, referred to as the Address Book Number. The Address Book information is stored in the Customer Ship-To table. The address book is the same as customer ship-to in Work with Customers (WCST).

Address Book Drawer Fields

Below the Address Book title, the number of entries in the address book are shown. Underneath the number of entries, the + Add Address options opens the Address Book Form to allow a new address book entry to be created.

The rest of the Address Book drawer lists, if any, entries in the Address Book. The entries are presented in three columns that are always shown even if no address book entries exist. The entries are sorted by Last Name, First Name.

Address column: Each entry displays all address data in uppercase.

First Name, Middle Initial, Last Name, (Address Book Number)
Company Name only shown if populated
Address Line 1, Address Line 2, Address Line 3, Address Line 4, Apartment/Suite, City, State/Province Code, Postal Code, Country Code

Phone column: ALL assigned phone numbers display in the Phone column listed in the following sequence/hierarchy:

Home (Day)
Business (Evening) - If an Extension is assigned, the "Extension" label and value display after phone number.
Mobile (Fax)

Email column: A single email address entry is displayed in the Email column for the address book entry. Email is shown as it is entered.

Address Book Form

Selecting the Edit option from the ellipsis of an existing entry or selecting + Add Address will open the Address form that contains the following fields:

Address Book Number —Blank during initial add but subsequently is displayed in parenthesis following the name for each entry. Display Only.
Match Code (Display Only) - Blank during initial add as assigned when the address is committed to the database.
Prefix: Optional.
First Name: Optional.
Middle Initial: Optional.
Last Name: Required if a company name is not specified.
Suffix: Optional.
Company Name: Required if a last name is not specified.
Street Address 1: Required.
Street Address 2-4: Optional.
Apartment/Suite: Optional.
Country: Required. Defaults from Default Country for Customer Address (B17) system control value but can be overridden. Position to the correct country by typing the country name rather than the code.
Postal Code: Required based on country configuration.
City: Required.
State/Province: Required to complete entry of the order if the selected country requires a state or province. No default.
Delivery - Whether the address is residential or business. Defaults from Default Delivery Code for New Order Entry Customers (D13) system control value but can be overridden. If this value is blank, then the default for Delivery is No Distinction.
Email Address: Optional.
Phone Number:
- Home Phone Number
- Business Phone Number / Extension (Conditionally displayed for existing entries)
- Mobile Phone Number (Conditionally displayed for existing entries. Fax Number is displayed, when Third Phone Number Type (L53) system control value. is set to Fax.)
- +Add Phone: Always displayed for new entries and conditionally displayed for existing entries.
Rent: Defaults from Default Rent Name (D11) but can be overridden.

Note:

Use Zip/City/State Defaulting? (B13) system control value has no effect on the Modern View address book.

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.

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.

Orders Table

The Orders table retrieves the first 500 orders that matched your customer search criteria, and displays up to 15 at a time.

The message No data to display displays if the customer has not placed any orders.

For each order record, the Order List table displays the following fields:

Order Date
Order (Order Number)
Origin (Order Type)
Status (Order Status)
Total (Order Total). The default Currency Code code is indicated to the left of the column heading in parentheses. If an order uses a different currency, the currency code is indicated to the left of the order total for that order.
Activity
Recipient: The ship-to customer name for each recipient displays in last name, first name format., and the company, if any, is below the customer name If a company name is defined without a ship-to customer name, the company name displays in place of the ship-to customer name. If the only recipient on the order is the sold-to customer, this is the sold-to customer name or company name, or both.
- If the order contains multiple ship-to customers, up to five ship-to customers display on separate lines. If there are more than five ship-to customers on the order, + # Additional Recipients displays, where # is the total number of ship-to customers - 5.
- If you use the Order Broker integration, the recipient customer for a store pickup or ship-for-pickup order is the store code and store name of the store location where the customer will pickup the order.