6 Customer Service

• Establishing Customer Service Tables
• Setting Up Customer Support Tables
• Creating and Updating Customers
• Order Inquiry
• Performing Order Maintenance
• Order Status Reports and On-line Inquiries
• Managing Declined Authorizations
• Releasing Held Orders
• Managing Returns
• Issuing Refunds
• Working with Catalog Requests
• Managing Soldouts and Backorders
• Processing and Purging Subscriptions
• Memberships
• Email Repository
• Customer Service Appendices

Establishing Customer Service Tables

Topics in this part: The following topics describe how to create and maintain customer support tables that work in conjunction with Order Entry, Order Maintenance, and other Customer Service functions.

• Establishing Order Types (WOTY) presents the screens you work with to create and maintain order types required for Order Entry.
• Establishing Price Override Reason Codes (WPOR) presents the screens you work with to create and maintain price override reason codes needed for entering item prices at no charge and for overriding prices in Order Entry and Order Maintenance.
• Establishing Additional Charge Codes (WADC) describes how to create and maintain codes that let you add additional charges or credits to an order.
• Establishing Order Hold Reason Codes (WOHR) describes how to create and maintain user-defined reason codes that you apply when you want to place an order on hold.
• Establishing Cancel Reason Codes (WCNR) describes the screens you work with to create and maintain reason codes for canceling items from an order.
• Establishing Return Reason Codes (WRTR) describes the screens you work with to create and maintain reason codes for returning items.
• Establishing Exchange Reason Codes (WEXR) describes the screens you work with to create and maintain reason codes for exchanging items.
• Establishing Return Disposition Values (WRDV) describes the screens you work with to establish codes that you use to direct returned merchandise to the warehouses and warehouse locations that you have designated to receive returns.
• Establishing Custom Special Handling Formats (WSHF) describes the screens you work with to design the format of the special handling screen that you use in Order Entry.
• Establishing Add Reason Codes (WADR) describes the screens you work with to establish codes for tracking the reasons for adding items to orders in Order Maintenance.
• Working with Order Inquiry Reason Codes (WORC) describes the screens you use to create and maintain reason codes for advancing to order inquiry or order maintenance from the CTI Customer Selection screen.
• Working with Order/Call Disposition Reject Reason Codes (WWRR) describes the screens you work with to create or maintain order and call disposition reject reason codes.
• Working with Default Messages (WMSG) describes the screens you use to create and maintain default messages, used to default message text to an order message or order line message on an order.
• Working with Order Line Activity Codes (WOLA) describes the screens you use to create and maintain order line activity codes.

Setting Up Customer Support Tables

The following topics describe how to create and maintain tables that support Order Entry and Customer Service activities:

• Setting Up the Country Table (WCTY) describes the screens you use to create, change, delete, and display country codes.
• Setting Up the Zip/City/State (Postal Code) Table (WZIP) describes the screens you work with to create tables that support address and tax information associated with postal and zip codes.
• Setting Up Customer Profiles (WPFL) describes the screens you use to define demographics categories and their data options for profiling your customer base.
• Setting Up the Customer Class Table (WCCL) describes the Work with Customer Class screens you use to establish codes to group customers for reporting and other purposes.
• Setting Up Match Codes (MMCH) describes how to view or change the match code structure.
• Setting Up User-Defined Fields (WUDF) describes how you can “design” a screen with user-defined numeric, text or date fields, which you can link to another table (such as the Customer table).
• Working with Postal Code Formats (WPCF) describes how to define the formats of zip and postal codes, so that they will print correctly on pick slips and gift acknowledgments.
• Working with Mail/Call Codes (WMCC) describes how to create codes that define when and under what circumstances you call or send mail to your customers.
• Working with Customer Action Reason Codes (WCAR) describes how to create codes that allow you to define and track the types of issues your customers raise.
• Working with Customer Note Types (WNTY) describes how to create codes that allow you to flag certain types of customer notes to appear automatically in order entry, or define text to default into the note field.
• Working with Language Codes (WLAN) describes the screens you use to create, change and delete language codes.