Customer Engagement Purchase History Integration

Purpose: The Customer Engagement Purchase History integration allows you to review a customer’s completed sales and return transactions across multiple channels, such as retail, call center, and e-commerce using the Display Purchase History Screen in Order Administration. When you advance to this screen, the system retrieves the sold to customer’s purchase history information from Oracle Retail Customer Engagement to display on the screen.

In this topic:

For more information: See:

the Order Administration Web Services Guide on My Oracle Support (ID 2953017.1) for details on web service messages.
Customer Engagement Customer Integration for more information on interactively communicating with Oracle Retail Customer Engagement to keep customer information in Order Administration in sync with Oracle Retail Customer Engagement when Oracle Retail Customer Engagement is the system of record for customer information.
Customer Engagement Batch Customer and Sales Integration for more information on sending merchandise hierarchy, item, customer, sales and return information from Order Administration to Oracle Retail Customer Engagement using a batch process. This section also includes Customer Engagement Integration Setup (Sales and Customer).
The Oracle Retail Customer Engagement Implementation Guide (Installer Version) for more information on the procedures and instructions required to install and configure the Oracle Retail Customer Engagement application and database.
The Oracle Retail Customer Engagement Implementation Guide for more information on configuration settings for Oracle Retail Customer Engagement that are defined using in system configuration properties.
The Oracle Retail Customer Engagement Batch Processing and Web Services Guide for more information on the Oracle Retail Customer Engagement API interface.
The Oracle Retail Customer Engagement Database Dictionary for more information on the tables in the Oracle Retail Customer Engagement database.
The Oracle Retail Customer Engagement User Guide for more information on using the Oracle Retail Customer Engagement application.
The Oracle Retail Omnichannel Web Service Authentication Configuration Guide on My Oracle Support (2728265.1).

Customer Engagement Purchase History Integration Setup

Before you can review purchase history from Oracle Retail Customer Engagement, you must complete the required setup.

Required versions: To review purchase history from Oracle Retail Customer Engagement, you must be on these versions:

Order Management System version 5.0 or higher, or Order Administration.
Oracle Retail Customer Engagement version 10.5 or higher.

In addition retrieving purchase history from Oracle Retail Customer Engagement uses version 2.3 of the Oracle Retail Customer Engagement Customer API.

Setup is required in both Order Administration and Oracle Retail Customer Engagement.

For more information: See:

Customer Engagement Batch Customer and Sales Integration for more information on the setup required to use the Customer Engagement Sales Feed, , and Customer Engagement Customer Integration.
Customer Engagement Loyalty Integration for more information on the setup required to use the Oracle Retail Customer Engagement loyalty program.

Setup in Order Administration for Customer Engagement Purchase History

System Control Values for Oracle Retail Customer Engagement Purchase History

System Control Value	Description
Use the ORCE Integration Values (L52) umbrella screen to set the following values.
ORCE Customer Integration (L37)	Enter INTERACT to send information on new and updated customers to Oracle Retail Customer Engagement interactively. See Customer Engagement Customer Integration for more information.
Default Location for ORCE Integration (K69)	Defines the store ID associated with a sale or return transaction in Oracle Retail Customer Engagement. This value is used to determine the channel where the sales or return transaction took place. Note: The location cannot be greater than 8 positions, and should not be greater than the length specified in the Retail Transaction Location ID Length specified in Customer Engagement. Also, the location code must be numeric to prevent any possible issues displaying a customer’s purchase history in Xstore. `Web` displays if the retail store ID in the Customer Engagement Get Transaction History Response matches the value in the Default Location for ORCE Integration (K69) system control value and the POS transaction property value for the POS transaction property code channel is `ECOMM`. `Call Center` displays if the retail store ID in the Customer Engagement Get Transaction History Response matches the value in the Default Location for ORCE Integration (K69) system control value and the POS transaction property value for the POS transaction property code channel is `CATALOG`. `Store-CODE`, where `CODE` is the store code, displays if a retail store ID is defined in the Customer Engagement Get Transaction History Response and the transaction does not meet the `Web` or `Call Center` qualifications.
ORCE Integration Item ID (L38)	Defines how Order Administration identifies items/SKUs returned in the Customer Engagement Get Transaction History Response. ITEM = Order Administration uses the Item code and SKU code. XREF = Order Administration uses the Retail reference number. Order Administration determines the item and SKU using the itemID with ItemType Stock for a sale, customer order for delivery, customer order for pickup, sale for delivery, or return line type transaction: If the ORCE Integration Item ID (L38) system control value is set to ITEM, the system replaces any dashes that separate the item and SKU in the ItemID with spaces. For example, if the ItemID in the Oracle Retail Customer Engagement Get Transaction History Response is `ITM1-RED-XSML-WMNS`, the Item/SKU field on the Display Purchase History Screen displays `ITM1 RED XSML WMNS`. If the ORCE Integration Item ID (L38) system control value is set to XREF, the system uses the Retail reference number passed in the ItemID in the Oracle Retail Customer Engagement Get Transaction History Response to find the item number and SKU code in Order Administration. If the item and SKU is not found in Order Administration, the Item/SKU field on the Display Purchase History Screen displays the item and SKU in the format passed from Oracle Retail Customer Engagement.

Web Service Authentication for Oracle Retail Customer Engagement

If the web services used to process inbound messages to Oracle Retail Customer Engagement require web service authentication, you must provide a valid web service authentication user and password or client ID and client secret in Working with Web Service Authentication (WWSA). In this situation, when Oracle Retail Order Administration generates a message to send to Oracle Retail Customer Engagement it includes the web service authentication user and password or client ID and token in the HTTP header of the message. See the Oracle Retail Omnichannel Web Service Authentication Configuration Guide on My Oracle Support (2728265.1).

Oracle Retail Customer Engagement Property Settings for Purchase History

The Working with Customer Properties (PROP) menu option contains settings required for integration with Oracle Retail Customer Engagement.

Setting	Description	Setting
ORCE_CUSTOMER_SERVICE_PREFIX	The system uses this property to build the URL for communication with Oracle Retail Customer Engagement.	http://server:8084/ soap where: server = the name of your Oracle Retail Customer Engagement server 8084 = the port to use on the Oracle Retail Customer Engagement server
ORCE_CUSTOMER_SERVICE_SUFFIX	The system uses this property, along with the `ORCE_CUSTOMER_SERVICE_PREFIX` and the value in the ORCE Organization Descriptor (L50) to build the URL for communication with Oracle Retail Customer Engagement using the Customer Services API.	/v2_3/CustomerServices?wsdl where 2_3 is the version of the Customer Services API
ORCE_SECURITY_ USER_ID	The Oracle Retail Customer Engagement user ID with Security Group permission included in the Oracle Retail Customer Engagement API messages.	Must be a valid user ID in Oracle Retail Customer Engagement that has Security Group permission

Setting

Description

Setting

ORCE_CUSTOMER_SERVICE_PREFIX

The system uses this property to build the URL for communication with Oracle Retail Customer Engagement.

http://server:8084/ soap where:

server = the name of your Oracle Retail Customer Engagement server

8084 = the port to use on the Oracle Retail Customer Engagement server

ORCE_CUSTOMER_SERVICE_SUFFIX

The system uses this property, along with the ORCE_CUSTOMER_SERVICE_PREFIX and the value in the ORCE Organization Descriptor (L50) to build the URL for communication with Oracle Retail Customer Engagement using the Customer Services API.

/v2_3/CustomerServices?wsdl where 2_3 is the version of the Customer Services API

ORCE_SECURITY_ USER_ID

The Oracle Retail Customer Engagement user ID with Security Group permission included in the Oracle Retail Customer Engagement API messages.

Must be a valid user ID in Oracle Retail Customer Engagement that has Security Group permission

Setup in Oracle Retail Customer Engagement for Purchase History

Order Management System Company > Oracle Retail Customer Engagement Organization

An organization in Oracle Retail Customer Engagement corresponds to a company in Order Administration. You associate a Oracle Retail Customer Engagement organization with an Order Administration company through the ORCE Organization Descriptor (L50) system control value.

Use system configuration options to define settings for the Oracle Retail Customer Engagement organization that integrates with Order Administration. See the Oracle Retail Customer Engagement Configuration Guide for more information on how to define configuration settings for Oracle Retail Customer Engagement using the system configuration options.

Configuration Settings Required for the Loyalty Integration with Oracle Retail Customer Engagement

Use system configuration options to define these settings for the organization that integrates with Order Administration.

Configuration Option	Setting
Default Location ID	Enter a default location ID of up to 12 positions.
Transaction Search Limit	Enter the maximum number of transaction records that can be returned in the Customer Engagement Get Transaction History Response when making a purchase history lookup request to the Oracle Retail Customer Engagement server. The default value is 50, indicating the 50 most recent transactions will be returned in the results.

Note: Whenever you makes changes to an organization’s configuration settings, you must stop Oracle Retail Customer Engagement, deploy the configuration settings to Customer Engagement, and restart Oracle Retail Customer Engagement. See:

Shut Down Services in the Add New Organization section of the Customer Engagement Implementation Guide (Installer Version) for more information on how to stop Customer Engagement.
the Customer Engagement Configuration Guide for more information on deploying configuration settings to Oracle Retail Customer Engagement.
Restart Services in the Add New Organization section of the Customer Engagement Implementation Guide (Installer Version) for more information on how to restart Customer Engagement.

Display Purchase History Screen

Use this screen to review a customer’s purchase history from Oracle Retail Customer Engagement, specifically:

sales transactions of type:
- CustomerOrderForDelivery: This sales transaction typically occurs when a customer purchases an item that is not located in the store or the item is out of stock. In this situation, the item is purchased to ship directly to the customer’s home from another location.
- CustomerOrderForPickup: This sales transaction typically occurs when a customer purchases an item that is not located in the store or the item is out of stock. When the item arrives at the store, the customer picks up the item and a previous customer order is processed to close the transaction.
- SaleForDelivery: This sales transaction typically occurs when the item is not in stock. In this situation, the item is delivered to an address specified by the customer.
return transactions.

A separate row displays on this screen for each individual item on a sales or return transaction.

When you advance to this screen:

Order Administration sends a Customer Engagement Retrieve Customer Request to Oracle Retail Customer Engagement containing the customer’s Relate ID from the Customer Sold To table.
Oracle Retail Customer Engagement uses the Relate ID in the Customer Engagement Retrieve Customer Request to find the customer and returns the Customer Engagement Retrieve Customer Response containing the customer’s information.
Order Administration sends a Customer Engagement Get Transaction History Request to Oracle Retail Customer Engagement.
Oracle Retail Customer Engagement uses the customer information in the Customer Engagement Get Transaction History Request to retrieve the customer’s purchase history.
Oracle Retail Customer Engagement returns the Customer Engagement Get Transaction History Response to Order Administration, containing the customer’s purchase history.
Order Administration displays the purchase history information returned from Oracle Retail Customer Engagement on the Display Purchase History screen.

How to display this screen: This screen is available when the ORCE Customer Integration (L37) system control value is set to INTERACT and you:

Select Purch Hist from the Action drop-down menu on the Customer Scan Screen in Work with Customers (WCST) or Order Entry (OEOM).
Select Purchase History on the Customer Scan Screen after selecting a sold to customer.
Select Purchase History on the Display More Options Screen.
Select Purchase History on the More Customer Sold To Options Screen.
Select Purch Hist on the Third Streamlined Order Inquiry Screen (Order Summary) in Streamlined Order Inquiry (DORI).

When you select the Purchase History option, the system retrieves the sold to customer’s purchase history information from Oracle Retail Customer Engagement to display on the Display Purchase History screen.

The message No purchase history found displays if no purchase history was returned from Oracle Retail Customer Engagement.

Column sort: You can sort on the Purchase Date, Transaction ID, Item/SKU, Description, Channel, Transaction Type, Associate ID, Quantity, and Extended Price columns on this screen by clicking 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.

When you first advance to this screen, purchase history records display in descending Purchase Date sequence.

Note:

The information that displays on this screen is from Oracle Retail Customer Engagement and is not stored in Order Administration.

For more information: See the Order Administration Web Services Guide on My Oracle Support (ID 2953017.1) for details on the Customer Engagement request and response messages.

Field	Description
Customer #	The number, company name, last name, and first name of the sold to customer whose purchase history you are reviewing. Customer number: Numeric, 9 positions; display-only. Customer name: Alphanumeric, 40 positions; display-only.
Purchase History	A separate row displays on this screen for each individual item on a sales or return transaction.
Purchase Date	The date of the sales or return transaction. From the information in the Customer Engagement Get Transaction History Response. See the Order Administration Web Services Guide on My Oracle Support (ID 2953017.1) for details.
Trans ID	The transaction ID assigned to the sales or return transaction. If the transaction originated in Order Administration, this is the Order Administration invoice number. From the sequence number for a sale, customer order for delivery, customer order for pickup, sale for delivery, or return line type transaction in the Customer Engagement Get Transaction History Response. See the Order Administration Web Services Guide on My Oracle Support (ID 2953017.1) for details.
Item/SKU	The item number and SKU code of the item that was purchased or returned. The system uses the itemID with an item type of Stick for a sale, customer order for delivery, customer order for pickup, sale for delivery, or return line type transaction in the Customer Engagement Get Transaction History Response to determine the item and SKU: If the ORCE Integration Item ID (L38) system control value is set to ITEM, the system replaces any dashes that separate the item and SKU in the ItemID with spaces. For example, if the ItemID in the Oracle Retail Customer Engagement Get Transaction History Response is `ITM1-RED-XSML-WMNS`, the Item/SKU field on the Display Purchase History Screen displays `ITM1 RED XSML WMNS`. If the ORCE Integration Item ID (L38) system control value is set to XREF, the system uses the Retail reference number passed in the ItemID in the Oracle Retail Customer Engagement Get Transaction History Response to find the item number and SKU code in Order Administration. If the item and SKU is not found in Order Administration, the Item/SKU field displays the item and SKU in the format passed from Oracle Retail Customer Engagement.
Description	A description of the item. If the item contains SKUs, this is the SKU description. If the item is found in Order Administration, from Description in the SKU or Item table. If the item and SKU is not found in Order Administration, the system defaults `Store Only Product` to the Description field.
Channel	The channel where the sales or return transaction took place. `Web` displays if the retail store ID in the Customer Engagement Get Transaction History Response matches the value in the Default Location for ORCE Integration (K69) system control value and the channel for the transaction is `ECOMM`. `Call Center` displays if the Retail store ID in the Customer Engagement Get Transaction History Response matches the value in the Default Location for ORCE Integration (K69) system control value and the channel for the transaction is `CATALOG`. `Store-CODE`, where `CODE` is the store code, displays if a retail store ID is defined in the Customer Engagement Get Transaction History Response and the transaction does not meet the `Web` or `Call Center` qualifications.
Trans Type	Defines whether the transaction was a sale or return. `Sale` displays if the Line Type Element in the Customer Engagement Get Transaction History Response indicates a sale, customer order for delivery, customer order for pickup, or sale for delivery. `Return` displays if the Line Type Element in the Customer Engagement Get Transaction History Response indicates a return.
Associate ID	The ID for the user that completed the transaction. Note: This does not have to be a valid user in Order Administration. From operator ID passed in the Customer Engagement Get Transaction History Response for a sale, customer order for delivery, customer order for pickup, sale for delivery, or return transaction.
Qty	The quantity of the item associated with the transaction. From Quantity in the Customer Engagement Get Transaction History Response for a sale, customer order for delivery, customer order for pickup, sale for delivery, or return line type transaction.
Ext Price	The extended merchandise price of the transaction. From ExtendedAmount in the Customer Engagement Get Transaction History Response for a sale, customer order for delivery, customer order for pickup, sale for delivery, or return line type transaction.
Lifetime to Date
Sales Amount	The total life to date sales amount for the customer. From total sales amount in the LifetimeActivitySummary class of the Customer Engagement Retrieve Customer Response.
Returns Amount	The total life to date return amount for the customer. From total returns amount in the LifetimeActivitySummary class of the Customer Engagement Retrieve Customer Response.
Net Amount	The lifetime to date net purchase amount for the customer. The system uses the following calculation to determine the customer’s lifetime net amount: `Lifetime to Date Sales Amount - Lifetime to Date Returns Amount = Lifetime to Date Net Amount` From the total sales amount and total returns amount in the LifetimeActivitySummary class of the Customer Engagement Retrieve Customer Response.
Sales Items	The total life to date items sold for the customer. From total items sold count in the LifetimeActivitySummary class of the Customer Engagement Retrieve Customer Response.
Returns Items	The total life to date items returned for the customer. From total items and returned count in the LifetimeActivitySummary class of the Customer Engagement Retrieve Customer Response.
Net Items	The lifetime to date net item count for the customer. The system uses the following calculation to determine the customer’s lifetime net item count: `Lifetime to Date Sales Items - Lifetime to Date Returns Items = Lifetime to Date Net Items` From the total items sold count and total items returned count in the LifetimeActivitySummary class of the Customer Engagement Retrieve Customer Response.
Year to Date
Sales Amount	The total year to date sales amount for the customer. From the year-to-date sales amount in the YearToDateActivitySummary class of the Customer Engagement Retrieve Customer Response.
Returns Amount	The total year to date return amount for the customer. From year-to-date returns amount in the YearToDateActivitySummary class of the Customer Engagement Retrieve Customer Response.
Net Amount	The year to date net purchase amount for the customer. The system uses the following calculation to determine the customer’s year to date net amount: `Year to Date Sales Amount - Year to Date Returns Amount = Year to Date Net Amount` From the year-to-date sales amount and the year-to-date returns amount in the YearToDateActivitySummary class of the Customer Engagement Retrieve Customer Response.
Sales Items	The total year to date items sold for the customer. From year-to-date items sold count in the YearToDateActivitySummary class of the Customer Engagement Retrieve Customer Response.
Returns Items	The total year to date items returned for the customer. From the year-to-date items returned count in the YearToDateActivitySummary class of the Customer Engagement Retrieve Customer Response.
Net Items	The year to date net item count for the customer. The system uses the following calculation to determine the customer’s year to date net item count: `Year to Date Sales Items - Year to Date Returns Items = Year to Date Net Items` From the year-to-date items sold count and year-to-date items returned count in the YearToDateActivitySummary class of the Customer Engagement Retrieve Customer Response.

Reviewing Purchase History in Oracle Retail Customer Engagement

You can view transactions on the Transaction History screen for a customer. To view the details for a transaction, click the transaction to open the Transaction Detail window. See Transaction History Screen in the Oracle Retail Customer Engagement User Guide for screen details.

Transaction History Customer Detail window

To view the details for a transaction, click the transaction to open the Transaction Detail window. See Transaction Detail Window in the Oracle Retail Customer Engagement User Guide for screen details.

Transaction Attributes and Sales Line Items in the Transaction Detail.

The Purchase Activity section of the Customer Dashboard also provides a summary of the transactions associated with a customer, including:

Total Sales Amount, Total Sales Item Count, Total Returns Amount, and Total Returns Item Count.
Year To Date Sales Amount, Year To Date Sales Item Count, Year To Date Returns Amount, and Year To Date Returns Item Count.

See Customer Dashboard in the Oracle Retail Customer Engagement User Guide for screen details.

Customer information and Purchase Activity Window

For more information: See the Customer Lookup / Edit section of the Oracle Retail Customer Engagement User Guide for more information on reviewing sales and return transactions for a customer.