Customer

14 Customer

Overview: Use the Customer 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.

Navigation:

You can navigate directly to the Customer screen from Order Inquiry links in certain screens in Classic View (Work with Customer Action Notes (WCAN), and Work with Customers (WCST). If you switch back to Classic View, you are returned back to the original screen (WCAN or WCST) and company in Classic View.

When you first advance to the Customer 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 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 Options for step-by-step instructions on the actions you can perform on the Customer page.
Fields on Customer for a description of the fields on the Customer page.

Customer Options

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

For more information:

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

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.

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 More Options 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 More Options 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.

Additional Customer Options

The More Options ellipsis menu () next to the Create Order option on the title area of the Customer page provides additional customer data options. Clicking on a menu option opens as its own drawer.

Manage Alternate Customer Numbers

Alternate Customer Number allows you to add an additional number such as a customer or membership number from another system to identify the customer. These additional identifiers can be used when searching within Order Administration.

The Alternate Customer Number field labels are based on the Alternate Customer Number Label Description (H95) system control value if populated, otherwise Alternate Customer Number will display. Only supported in the language entered in the system control value. You can manage these identifiers (view, add, edit, and delete) by accessing the Alternate Numbers Drawer for the customer. Primary alternate numbers (identified by a badge) can be maintained by editing customer information when the Alternate Numbers drawer is closed.

Add an Alternative Number

Select Alternate Numbers from the More Options menu () on the title area of Customer page to open the Alternate Numbers drawer.
Select +Add Alternate Number.
Enter the alternative number. Up to 15 characters alphanumeric. The system checks that duplicate numbers are not saved.
Select OK to save the entry, closes the form and refresh the Alternate Numbers drawer increasing the entry count and displaying the newly added entry within the table.

To delete an alternative number, select the delete icon and select OK.

When the Alternate Number does not match the Primary Alternate Number in the Customer record, the system deletes the alternate number, closes the confirmation dialog, and refreshes the Alternate Number drawer. The result count is reduced, and the alternate number entry is no longer included in the list.

When the Alternate Number matches the Primary Alternate Number in the Customer record, the alternative number cannot be deleted, and the entry persists in the table.

Manage Customer Tax Details

Customer Tax Details can be managed through the Customer Tax Details Drawer. You can:

Add/Edit a Customer Exemption

Select Customer Tax Details from the More Options menu () on the title area of the Customer page to open the Customer Tax Details drawer.
Select a Tax Code from the drop-down list. If you select a tax code of Exempt or Resale, a Tax Identification value is also required.
Enter/change a Tax Identification.
Optionally, enter an Expiration Date.
Select OK to save the entry, close the form and refresh the Customer Tax Details drawer displaying the newly added/changed entry.

Add/Edit a VAT Exemption

Select Customer Tax Details from the More Options menu () on the title area of the Customer page to open the Customer Tax Details drawer.
Enter/change the customer's VAT exemption number.
Select OK to save the entry, close the form and refresh the Customer Tax Details drawer displaying the newly added/changed entry.

Add a State or Province Exemption

Select Customer Tax Details from the More Options menu () on the title area of the Customer page to open the Customer Tax Details drawer.
Select +Add State or Province Exemption to open the State or Province Exemption drawer.
Select a Country Code from the drop-down list. Defaults to the country defined in Default Country for Customer Address (B17) system control value when adding a new entry. If no country is defined, then defaults to empty.
Select a State or Province Code.
Select a Tax Code. If you select a tax code of Exempt or Resale, a Tax Identification value is also required.
Enter a Tax Identification.
Optionally, enter an Expiration Date.
Select OK to save the entry, close the form and refresh the Customer Tax Details drawer displaying the newly added entry within the table.

Edit a State or Province Exemption

Select Customer Tax Details from the More Options menu () on the title area of the Customer page to open the Customer Tax Details drawer.
Select Edit from the More Options menu () on the far right of the State or Province Exemptions entry to open the a State or Province Exemption drawer.
Make changes as required. Only tax code, tax identification and expiration date fields are editable. If the wrong country or state code is entered and either of those fields need changing, delete the original record and then create a new one with the correct data.
Select OK to save the entry, close the form and refresh the Customer Tax Details drawer displaying the changed entry within the table.

Delete a State or Province Exemption

Select Customer Tax Details from the More Options menu () on the title area of the Customer page to open the Customer Tax Details drawer.
Select Delete from the More Options menu () on the far right of the State or Province Exemptions entry.

The Confirm Delete window opens. Select OK to confirm deletion. The confirmation window closes and refreshes the State or Province Exemption list so that the entry is no longer included in the list. Customer Tax Details data (Customer Exemption, VAT and State or Province Exemptions) will be immediately stored in the database when the user selects the OK button.

Manage Email Addresses

Multiple email addresses can be managed through the Email Addresses Drawer. You can:

Add an Email Address

Select Email Addresses from the More Options menu () next to the Create Order option on the title area of the Customer page to open the Email Addresses drawer.
Select +Add Email Address to open the Add Email Address drawer.
Enter the required email address.
Select the preferred method of correspondence from the Email Opt-in drop-down list. For a new email address, this value defaults from the Default Opt In/Opt Out Flag (G97) system control value. You can override the default.
Select the format of the email — text or HTML
Select Primary email as required. Only one email address can be marked as primary.

If there are existing email entries, the Primary email configuration is OFF. If it is the first email assigned for the Customer, the toggle defaults to the ON position and the primary email address is sent to Customer Engagement if the ORCE Customer Integration (L37) system control value is set to INTERACT.
Select OK to save the entry, close the form and refresh the Email Address drawer increasing the entry count and displaying the newly added entry within the table.

Edit an Email Address

Select Email Addresses from the More Options menu () next to the Create Order option on the title area of the Customer page to open the Email Addresses drawer.
Select Edit from the More Options menu () on the far right of the email address entry to open the Edit Email Address drawer where you can edit the email address, change the Email Opt-in selection, or mark the email as primary.
If an existing email did not have a format selected (blank), select the format of the email — text or HTML. A blank value does not allow the form to be saved.
Select Primary email as required. Only one email address can be marked as primary.

If there are existing email entries, the Primary toggle for email configuration is OFF. If it is the first email assigned for the customer, the toggle defaults to the ON position.
Select OK to save the entry, close the form and refresh the Email Addresses drawer increasing the entry count and displaying the changed entry within the table.

Delete an Email Address

Select Email Addresses from the More Options menu () next to the Create Order option on the title area of the Customer page to open the Email Addresses drawer.
Select Delete from the More Options menu () on the far right of the email address entry.

On a primary email address the message ‘The primary email address cannot be deleted.’ is shown. Add or mark another email address as the primary address then return to delete the non-primary address email.

On a non-primary email address, the Confirm Delete window opens. Select OK to confirm deletion. The confirmation window closes and refreshes the email address list so that the entry is no longer included in the list. The number of entries is reduced.

Mark an Email Address as Primary

Select Email Addresses from the More Options menu () next to the Create Order option on the title area of the Customer page to open the Email Addresses drawer.
Select Mark as Primary from the More Options menu () on the far right of the email address entry.

On a primary email address the option is not available and is grayed out.
On a non-primary email address, the email address is:
- automatically marked as primary,
- the Last Primary Date for the email address within the Customer Sold To Email table is updated
- the Primary designation is automatically removed from whatever email was previously flagged as Primary if any
- the Customer Sold To record is updated with the new primary email
- the primary email address is sent to Customer Engagement if the ORCE Customer Integration (L37) system control value is set to INTERACT.

Manage Customer Specific Notes

Notes are used to share information about the customer. They are displayed in Enter or Verify Customer Information step in Order Entry when Create Order has been selected.

The Notes drawer contains two cards: Notes that are regarding the customer, and Activity that are notes triggered by the system activity. You can view, add, edit, and delete notes. Default note templates can be defined in Customer Note Types (WNTY).

View Notes

From the More Options menu () next to the Create Order option on the title area of the Customer page, select Notes. The Notes drawer opens showing the existing notes for the customer.

Add a Note

Select Notes from the More Options menu () next to the Create Order option on the title area of the Customer page to open the Notes drawer.
Select +Add Notes to open the Add Note drawer.
Optionally, select a note template. The default can be changed to another template. If a template selection is made, the default note text pre-populates into the Note field and can be further edited. If there are no customer note types defined, the template field is displayed.
Define the contents of the message in the Notes field.
When done, select OK to save the entry, close the form and refresh the Notes drawer displaying the newly added entry within the table.

Edit a Note

Select Notes from the More Options menu () next to the Create Order option on the title area of the Customer page to open the Notes drawer.
Select Edit from the More Options menu () on the far right of the note entry to open the Edit Note drawer where you can edit the note.
Select OK to save the changes, close the form and refresh the Notes drawer displaying the changed entry within the table.

Delete a Note

Select Notes from the More Options menu () next to the Create Order option on the title area of the Customer page to open the Notes drawer.
Select Delete from the More Options menu () on the far right of the note entry.

The Confirm Delete window opens. Select OK to confirm deletion. The confirmation window closes and refreshes the note list so that the entry is no longer included in the list.

View Customer Activity

From the More Options menu () next to the Create Order option on the title area of the Customer page, select Notes. The Notes drawer opens showing the existing notes for the customer. Scroll down the page to view the Activity card.

Create a Catalog Request

You can request a catalog to be mailed to the customer either when creating a customer or for an existing customer. These requests are automatically processed and written to a Catalog Request Outbound Advanced Data Queue and no longer generated through an output file The name and address data can be retrieved for sending specific catalogs to customers.

From the More Options menu (), select Request Catalog. The Request Catalog drawer opens.
Optionally, select a different Source code as required. The source code assigned to the catalog request indicates how the customer came to contact you.
Select or enter the Offer. This is the code for the catalog that the customer is requesting. When selecting an offer, it is not required that the catalog request date to be within the offer date range, nor does the selected offer need to be associated with the selected source code.
Number of copies field is defaulted to 1. ALLOW access to secure feature Allow Number of Copies to Maintain in Catalog Request (A75) is required to increment the value (maximum 99) otherwise the field is read-only.
Click OK.

A Snackbar Notification indicates the catalog request has been submitted. Information such as name, address, customer number, source code, offer number of copies and so on, is written to the catalog request (CATALOG_REQUEST_OUT_OUT) data queue. Retrieve records from the queue and send out the catalogs.

Catalog request records can be selectively retrieved from the catalog request data queue, based on filtering for the following fields: Company Number, Request Date, Customer Number, Source Code, and Offer. The retrieved data can be used to create mailing labels affixed to the specific catalogs requested and mailed to the customers.

Catalog Request Process

As catalog requests are successfully requested, an internal web service sends the data to the backend. For each request the following historical updates are made:

Catalog Request History table: Writes an entry for each unique request (company, date, source) and increments the quantity by 1 for each request submitted. If a customer requests 3 copies of a catalog, the system increases the total by 1, not by 3.
Source Code table: For each catalog request, the corresponding source is updated to increment Gross Circulation, Net Circulation & Requests Mailed.
Customer Mail History table: A new entry is added for each catalog request.
Customer Order History table (source and last mail date): Updates Source to source associated with catalog request and updates last mail date.
Customer Sold To table):

Updates Current Mail Type to C (Catalog Request).

Updates Source Code to the source associated with catalog request only if the value was S.

Updates Original Source to the source associated with catalog request only if it was blank.

Updates Last Change Date to current date.
Customer Sold To Entity table: When Track Customer History At Entity Level (F89) system control value is set to Y):
1. Creates a new record if none exists for the Customer (Original and Current Mail Type =C if creating first entry)
2. Updates the Last Source field if there is an existing entry.

The web service also:

Writes a CI (Customer Inquiry) Marketing Download trigger record.
Writes each request to the new data queue.
Writes an entry for the catalog request within the app.log.

The catalog requests can be selectively retrieved from the catalog request data queue using the filters described above. See Advanced Queuing in the Implementation Guide for more information for retrieving requests.

Catalog Requests in error continue to be managed through the Working with the Catalog Request Interface (WCRU) menu option. Once the record is corrected, it will automatically be written to the Catalog Request Outbound Advanced Data Queue.

Select Profile Responses

Customer Profile categories such as age, homeowner, favorite color, and so on and corresponding responses are set up in Work with Profile Categories (WPFL). When profile categories and corresponding responses exist, you can update the customer’s responses within the Customer page.

Selecting Profile from the More Options menu () opens the Profile Drawer and displays a selection field for each profile category that has one or more responses defined. Select a response from the drop-down list of responses as required for each category needing a response and click OK when done.

If one of the category responses has been flagged as a default response, that value is automatically defaulted into the respective profile field but can be manually changed to another selection. A blank selection is included along with the defined category responses for profile categories that do not have a default set and are not marked as Required within the drawer.

When ORCE Customer Integration (L37) system control value is set to INTERACT and Send Profile Data to ORCE (L51) system control value is set to Yes, profile data updates made in the Profile drawer update the corresponding attribute for the customer in Customer Engagement.

Enter User Defined Values

Used to collect additional information about the customer. This is available only when there is at least one record defined in Work with User Defined Fields (WUDF) as customer (CST) file code.

Selecting User Defined Fields from the More Options menu () opens the User Defined Drawer. Populate fields as required and click OK.

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 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

Purpose: The following information displays on the Customer page.

For more information:

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

Customer Tab Fields

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

Customer Page Title Fields

The title and the tab of the Customer 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. When the Purchase History tab is available, this is the Customer Engagement ID.
Create Order
More Options (): Provides additional customer data options and selecting a menu option opens a new drawer. See Additional Customer Options for more information on each drawer.

Customer Information Panel Fields

The customer information panel on the left below the page title contains name, address, phone, and email along with key customer data. You can also navigate to Frequent Purchases and Address Book records. The following fields are shown on the customer information panel:

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’s 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.
The Loyalty Member badge and label () is displayed to the right of the name, indicating that the customer is currently enrolled in one or more loyalty programs. See Customer Loyalty List for more information.
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).
Opt-In Status (unlabeled field below the Email Address).
Customer Since date. When the Purchase History tab is available, this is the signup date from Oracle Retail Customer Engagement. Display-only.

Customer Class Only displayed if Customer Class is selected for display in the Work with Contact Center (WWCC) menu option and has a value defined.
Fraud Check: Only displays if value is Hold, Bypass or Fraud. Not shown if the value is blank (default).
Associate Only displayed if Associate Price is selected for display in the Work with Contact Center (WWCC) menu option.

Note:

Customer Class, Fraud Check and Associate values are editable within the Enter or Verify Customer Information screen within Order Entry.

Two navigation list links display directly below the key customer data fields. Selecting either link opens a corresponding drawer on the right side of the screen.

Frequent Purchases: Opens the Frequently Purchased Items Drawer that list items in the customer’s purchase history that appear in the greatest number of orders for that customer.
Address Book Opens the Address Book Drawer to select an entry from the address book or to add a new entry to the address book.

Frequently Purchased Items Drawer

The Frequently Purchased Items drawer 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

Address Book Drawer Fields

Selecting the Address Book navigation link displayed below the key customer data opens the Address Book drawer.

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. See Add an Address Book Entry to add a new entry to the address book or+ Add Address Book Fields to view the fields when adding a new entry to the address book.

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.

Prefix

First Name, Middle Initial, Last Name, (Address Book Number)

Company Name only shown if populated.

Street Address 1, Street Address 2-4, Apartment/Suite, City, State/Province, 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.

The More Options menu () of an existing entry, allows you to edit or delete the address book entry.

See Update the Address Book Entry or Delete an Address Book Entry for more information.

Customer Sub-Tabs

The customer sub-tabs are displayed in the main screen area.

Orders: The Orders tab is selected by default when you select a customer. The list displays the following information:
- Purchases (Total Orders).
- Lifetime Value. The default Currency Code is indicated below this total.
- Return Rate (Item Return Rate)
The Orders Table shows the first 500 orders that matched your customer search criteria.
Items: The Items tab displays the Customer Items List.
Purchase History: See Customer Purchase History List. Only displayed when ORCE Customer Integration (L37) system control value is set to INTERACT.

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 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 Orchestration 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 pick up the order.

Additional Customer Options

The More Options ellipsis menu ( ) on the title area of the Customer page provides additional customer data options. Clicking on a menu option opens as its own drawer.

The following menu options are always shown:

The following menu options are conditionally displayed:

Loyalty: Only displays when ORCE Customer Integration (L37) system control value is set to INTERACT and Use ORCE Loyalty (M06) is selected.
Profile: Available only when there is at least one category with responses defined in Work with Profile Categories (WPFL).
Request Catalog. Only displayed when set to display in Work with Contact Center (WWCC).
User Defined Fields. Only shown when customer level User Defined Field details exist with field type=Input as defined in Work with User Defined Fields (WUDF).

Alternate Numbers Drawer Fields

Selecting Alternate Numbers option from the More Options menu () opens the opens the Alternate Numbers drawer to manage the additional numbers such as a customer or membership number for the customer. See Manage Alternate Customer Numbers for more information.

The Alternate Numbers drawer contains the following fields:

Customer Name followed by the Customer Number.

A count of the number of entries listed is displayed.

+ Add Alternate Number to create a new alternate number.

The results table lists the existing alternate numbers for that customer. When there is no existing alternate customer numbers assigned, the text No data to display is displayed. Three columns of data are shown:

Alternate Number/or label from Alternate Customer Number Label Description (H95) system control value: If a primary alternate number has been defined, a primary badge is displayed following the alternate number.

Created By: Displays date and time the alternate number was created.

Delete icon: Each entry has its own delete button, but a primary alternate number cannot be deleted.

You can define a primary alternate customer number only through the Create Customer and Edit Customer pages.

Additionally, you can only remove the primary when Display Alternate Customer Cross Reference Window (I84) system control value is set to Yes from the Edit Customer page.

+ Add Alternate Number Drawer

Customer Name followed by the Customer Number.

Alternate Number: Required. Up to 15 characters alphanumeric.

Customer Tax Details Drawer Fields

Selecting Customer Tax Details from the More Options menu () opens the Customer Tax Details drawer to manage customer, VAT and State or Province exemptions. You must have ALLOW authority to Update Customer Tax Details in MV (J14) secured feature to update tax details. See Manage Customer Tax Details for more information.

The drawer contains the following fields:

Customer Name followed by the Customer Number.

The drawer consists of three sections: Customer Exemption, VAT Exemption, and State or Province Exemptions.

Customer Exemption

Always applies regardless of shipping address.

Tax Code: The tax status of the customer. Drop-down selection with the following options: Exempt, GST Only, Non-Taxable, PST Only, Resale, Standard Tax.

Tax Identification: The customer’s tax identification number, typically the resale or exempt certificate number assigned to a customer who is identified as tax exempt.

Expiration Date: The date the customer's exempt or reseller tax identification expires. If populated, it must be a future date. (Cannot be current or past).

VAT Exemption

Only used when customer is exempt from Value Added Tax (VAT), a taxing method that applies in only certain states in certain countries and no Exempt or Resale customer exemption is defined. An entry indicates that the customer is exempt from VAT.

VAT Number: Optional. The customer's VAT exemption number. The system checks this field only if the Tax Included in Price (E70) system control value is selected; if so, and if the order would normally be subject to VAT, this number provides a VAT exemption for the customer. The VAT number is not subject to the Expiration date and cannot be overridden in order entry.

State or Province Exemptions

Only used when customer has exemption in a specific state or province and no Exempt or Resale customer exemption is defined. You must select a valid Country and State combination configured in Work with Countries (WCTY). The State or Province is required even if the country is not configured to require a State or Province.

+ Add State or Province Exemption to create a new entry. Only displayed when Update Customer Tax Details in MV (J14) secured feature is set to ALLOW.

The results table lists the existing state or province exemptions for that customer. When there are no existing exemptions assigned, the text No data to display is displayed. Six columns of data are shown along with a More Options() ellipsis menu displayed in the far right column (no heading) for each existing entry.

Country Code
State or Province Code
Tax Code: Tax Code of EXEMPT or RESALE displays.
Tax Identification: Required. Any combination of letters, numbers, or special characters is accepted. Can only be included when Tax Code is Exempt or Resale. Any other Tax Code results in a validation error when a value is input.
Expiration Date: The date the customer's exempt or reseller tax identification expires in this state. If populated, it must be a future date. (Cannot be current or past).
More Options: Options to Edit and Delete.

State or Province Exemption Drawer Fields

When creating a new entry or modifying an existing entry for a State or Province Exemption the following fields are shown:

Customer Name followed by the Customer Number.

Country Code: Defaults to the country defined in Default Country for Customer Address (B17) system control value when adding a new entry. If no country is defined, then defaults to empty.
State or Province Code: The State or Province is required even if the country is not configured to require a State or Province. In the scenario where the state does not exist for the selected country, you need to create the state, using the Work with Countries (WCTY) menu option before you can add the State or Province Exemption for the customer.
Tax Code: Required. Tax Code of EXEMPT or RESALE displays.
Tax Identification: Required. Any combination of letters, numbers, or special characters is accepted. Can only be included when Tax Code is Exempt or Resale. Any other Tax Code results in a validation error when a value is input.
Expiration Date: The date the customer's exempt or reseller tax identification expires in this state. If populated, it must be a future date. (Cannot be current or past).

Email Addresses Drawer Fields

Selecting Email Addresses from the More Options menu () opens the Email Addresses drawer to manage the multiple email addresses for the customer, one of which must be the customer's primary email address. See Manage Email Addresses for more information.

The drawer contains the following fields:

Customer Name followed by the Customer Number.

Number of existing email address entries.

+ Add Email Address to create a new email address.

The results table displays below the filter and lists the existing email addresses for that customer. When there are no existing email addresses assigned, the text No data to display is displayed. Three columns of data are shown along with a More Options () ellipsis menu displayed in the far right column (no heading) for each existing entry.

Email: When hyperlink configuration is selected for the Email field in the Work with Contact Center (WWCC) menu option, the email address is a hyperlink that is clickable to initiate email correspondence to the customer.
Email Opt-in
Format: Text or HTML (default).
More Options: Options to Edit, Mark as Primary, and Delete.

+ Add Email Address Drawer Fields

When creating a new email for a customer the following fields are shown:

Customer Name followed by the Customer Number.
Email: Required.
Email Opt-in
Format: Drop-down list of text or HTML (default).
Mark as Primary: Only one email address can be marked as primary (displayed with a Primary badge). If switching to another email as the primary, the system removes the designation from the previous email address and updates the date it was marked as primary. Only the primary email address is displayed on the Customer page.

If a new email address is entered, it is added as a non-primary email to the Customer record with the Email Opt-in setting from Default Opt-In/Opt-Out Flag for Customer (G97) system control value, if populated, otherwise it is set to Email Order Information.

The primary email address is synchronized with Customer Engagement when ORCE Customer Integration (L37) system control value is set to INTERACT.

Edit Email Address Fields

When updating an email for a customer the following fields are shown:

Customer Name followed by the Customer Number.
Email
Email Opt-in
Format: Drop-down list of text or HTML (default).
Primary: Only one email address can be marked as primary (displayed with a Primary badge).
Marked as Primary: Displays the date that the email was Marked as Primary (if ever).
Email Origin: Indicated how the email was obtained. Valid values include Customer API, Customer Email, Order Entry and Customer Maintenance.
Created: Displays the created date/time of the email address.
Created By: The user who created the email address.
Updated: Displays the updated date/time, (if any).
Updated By: The user who updated the email address.
Used by Customer: Displays the date that the email was last used (if ever).
Used by System: Displays the date that the email was last used by the system (if ever).

Loyalty

Opens the Loyalty prompt 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.

Memberships Drawer Fields

Selecting Memberships from the More Options menu () opens the Memberships drawer.

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:

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.

Notes Drawer Fields

Notes are used to share information about the customer. They can be managed from the Customer page. See Manage Customer Specific Notes for more information.

Selecting Notes from the More Options menu () opens the Notes drawer containing the following fields:

Customer Name followed by the Customer Number.

The Notes drawer is split into two areas known as cards: Notes and Activity.

Notes

These are notes that are entered to share information or context about the customer. You can add, edit, and delete notes. Default note templates can be defined in Customer Note Types (WNTY).

+ Add Note to create a new note.

The results table lists the existing notes for that customer. When there are no existing notes assigned, the text No data to display is displayed. Three columns of data are shown along with a More Options () ellipsis menu displayed in the far right column (no heading) for each existing entry.

Note: The contents of the note. Displays up to 150 characters for each existing customer note.
Date: Date and time when the note was created.
User: The ID of the user who created or the note. If the note is created by an external system, the system configured <default user> is displayed in this column.
More Options: Options to Edit and Delete the customer note.

+ Add Note Drawer Fields

Customer Name followed by the Customer Number. When ORCE Customer integration is enabled, the ORCE Customer number is displayed instead of the OACS Customer number.

Template: Only shown when there is customer note types defined in Customer Note Types (WNTY). When types have been defined, a default template is shown but can be changed via a drop-down selection. The customer note type data is displayed in three columns: Description, Default Note, Display in Order Entry.

Description
Default Note
Display in Order Entry: If a note template selection is made, the default note text will pre-populate, replacing the existing text within the Note field and can be further edited.

Note: Displays the current note text. This can be edited manually, but it is a required field, so it cannot be blanked out.

Note:

Customer Notes (combined total between both Notes and Activity) are limited to a maximum sequence number assignment of 999, regardless of whether some were subsequently deleted. When a record exists with a sequence number of 999, no additional notes or activities can be added and the + Add Note button is not shown.

Edit Note Drawer

Customer Name followed by the Customer Number.

Template: Drop-down selection only if there are customer note types defined in Customer Note Types (WNTY). If there are no customer note types defined, the Template field is not displayed at all. The customer note type data is displayed in three columns: Description, Default Note, and Display in Order Entry.

Description
Default Note: If a Note template value is selected from the drop-down, the default note text will pre-populate into this field and can be further edited.
Display in Order Entry: If a note template selection is made, the default note text will pre-populate, replacing the existing text within the Note field and can be further edited.

Activity

These are system generated notes that provide information about customer activity such as customer address change was made. These are display-only and displayed on a scrollable list. The customer activity type data is displayed in three columns: Note, Date and User. The default display is by date descending with the newest on top, but each column can be sorted. When there are no existing activity entries, No data to display text shows within the table.

Note: Displays up to 150 characters for each existing activity triggered note.
Date: Date and time when the system note was created.
User: The user id/process that created the note. If the note is created by an external system, the system configured <default user> is displayed in this column.

Profile Drawer Fields

Profile data is used to define demographics or characteristics about the customer. It is displayed only when:

there is at least one category with responses defined in Work with Profile Categories (WPFL),
and there is a required profile category that does not have a response,
and the Alternate ID Required for Display Customer Profile (K87) system control value is set to Yes,
and the customer has a Primary Alternate Customer Number assigned.

Selecting Profile from the More Options menu () opens the Profile drawer containing the following fields:

Customer Name followed by the Customer Number.

Profile: Profile category description such as age, homeowner, favorite color, and so on. If a profile category is required, a value must be selected to save the Profile.

Available only when there is at least one category with responses defined in Work with Profile Categories (WPFL).

Profile data is synchronized with Customer Engagement when ORCE Customer Integration (L37) system control value is set to INTERACT and Send Profile Data to ORCE (L51) system control value is set to Yes.

Request Catalog Drawer Fields

See Create a Catalog Request to generate a catalog request.

Selecting Request Catalog from the More Options menu () opens the Request Catalog drawer containing the following fields:

Customer Name and Address: All customer name, company and address data display without field labels and cannot be edited here. The phone and email data is not shown.

Source Code: Required. Drop-down selection displaying list of available source codes but supports typing to filter the selection list. Only those source codes with Display in Order Entry set to Y (selected) and Restricted set to N (unselected) appear in the selection list. Manual entry of a source code that is not already included in the drop-down list is permitted, if Restricted is set to N. Only one source can be selected.

Offer: Required. Drop-down selection option displaying list of offers but supports typing to filter the selection list. Only one offer can be selected.

Number of Copies: Defaults to 1. ALLOW access to secure feature Allow Number of Copies to Maintain in Catalog Request (A75) is required to increment the value (maximum 99) otherwise the field is read-only.

User Defined Fields Drawer Fields

Used to collect additional information about the customer. When User-Defined Field Prompting for Existing Customers (D33) system control value is set to Yes, this drawer displays for new and existing customers, otherwise just new customers. Displayed only when:

there is at least one record defined in Work with User Defined Fields (WUDF) as customer (CST) file code,
and if Customer Class for User Defined Field Prompting (G04) system control value is populated, the value matches the class associated to the customer.

Selecting User Defined Fields from the More Options menu () opens the User Defined Fields drawer containing fields of the following types:

Date: Defaults to current date and can select a date in the future or past.

Number: Allows up to 15 digits.

Text: Allows up to 30 characters.

User Defined Field input values are stored in type case and not converted to all uppercase.