Modifying Existing Orders in Customer Service Center

A customer might want to cancel or change an order. You can do this in Customer Service Center, but first you must ensure that the associated shipping orders has not been fulfilled.

If the order payment was captured prior to allocation and a Customer Service user changes the order or an item in the order, the excess funds need to be refunded to the customer. The process to refund excess funds to the customer is configured in the Customer Service Provider setting. For example, when Auto is set, the excess funds are automatically refunded when the user clicks Calculate. When Optional is set, the Customer Service Center user can choose whether to immediately refund excess funds by checking or not checking the Credit excess funds immediately checkbox. When Submit is clicked, the refund is processed for the customer. The update to the order, the payment transaction record, and the recalculation of the Summary totals are included on the Order detail page.

The first step is to search for the sales order and select it as described in Searching for Sales Orders in Customer Service Center. Then, depending on the status of the order and its associated shipping orders and/ or return orders, you can perform the following operations:

• Apply Order-Level Appeasements
• Cancel Shipping Orders
• Editing Order Line Items
• Even-Swap Item Variations
• Collect Payments for Balances Due
• Send Email and Add Activities

Apply Order-Level Appeasements

To apply appeasements to the order, enter an amount in one or more of the credit fields in the Items section and click Calculate. Available fields include:

• Product
• Shipping
• Handling
• Tax
• Fee
• Overage
• Existing Excess Funds (If any previously calculated credits were applied, the Existing Excess Funds field appears in red below the order-level appeasement fields.)

Order Management rejects any credit amount that exceeds the corresponding creditable balance on the order. For example, entering 10 in the Tax field fails if there isn't a creditable tax balance of at least $10. The system also rejects any credit amount that exceeds the total creditable balance on the order. For example, entering an overage credit value greater than the total creditable balance on the order fails.

Cancel Shipping Orders

You can cancel any shipping order associated with the sales order as long as it has not yet been fulfilled. Before canceling any shipping order, you must contact the fulfillment site to verify that it has not yet been fulfilled. Order items that are in Waiting Fulfillment status can't be canceled, because a shipping order has already been created. Or, the shipping order might have been physically shipped but has not yet been marked as shipped in Order Management. You can suspend the sales order while checking the status of the shipping order by clicking Suspend Order at the top right of the page. While suspended, the order shows a Resume button instead. Click Resume to unsuspend the order.

To cancel a shipping order, click the Cancel button in its row in the Shipping Orders section. This releases the items in the shipping order back to the sales order for re-allocation. They are re-allocated when the next appropriate allocation job runs, or can be allocated manually in the Administration module as described in Creating Shipping Orders in the Administration Module. (Note that Customer Service representatives won't normally have access to the Administration module.)

Editing Order Line Items

You can edit, cancel, or apply appeasements or price changes to individual order line items as follows:

1. Scroll to the Items section and find the desired item in the list.
2. Select an operation from the Choose Action list for that item. An appropriate form appears, for most actions including a Reason drop-down. Available operations include:
   • Cancel/ Return: If the item has not yet been shipped, this cancels it from the order. If it has been shipped, this creates a return. See Creating Returns in Customer Service Center for information on creating Returns. Select the quantity of the item to cancel off the order from the Quantity drop-down list. Fees such as Shipping and Handling are reduced proportionally to the value of the canceled line items. For example, if a line item whose price is 25% of the order subtotal is canceled, the Shipping and Handling charges are also reduced by 25%. Any other change to fees must be performed manually.
   • Price Change: Enter a new unit price for the item in the Unit box. Note that the new unit price can't be greater than the existing unit price; you can't apply a price increase this way. An invoice for the new total price of the order line and a credit memo in the amount of the old total price of the order line are generated, and the new total is automatically applied to the Invoice from the credit memo.
   • Appeasement: select % or Fixed Amount from the list to choose a percent discount or dollar amount discount, and enter an amount in the Credit field. Select one or more charges to which the appeasement is applied:
     • Product
     • Shipping
     • Handling
     Note:

     Any amounts greater than the actual amounts of these charges for the order line are ignored. Any changes to the tax charge are calculated automatically.

   • Edit: You can change the quantity of the order line by entering a new value in the Qty box. You can also change any of the following charges for the order line by entering a new value in the corresponding field:
     • Unit
     • Price Adjustment
     • Order Price Adjustment
     • Shipping
     • Handling
     Note:

     You can't increase any charges this way. A credit memo and refund are automatically generated to reflect any changes that you make here.

   • Even Swap: See Even-Swap Item Variations.
3. If available, select a reason for the adjustment from the Reason list.
4. Click Calculate below the order-level appeasement fields to recalculate the order totals. An activity reflecting the operation is recorded on the order record.
5. When Calculate is clicked, if the payment was captured prior to allocation, then a refund is due to the customer. (Skip this step if no refund is due.) Do as follows:
   • The refund due to the customer appears in the Total Excess Funds field, which is located below the Calculate button. If any previously calculated credit was applied, it's included in these fields.
   • The process to refund excess funds to the customer is configured in the Customer Service Provider.
     • If Auto is set, excess funds are refunded automatically when the Customer Service Agent applies any credits or refunds. (Default setting for new clients). The update to the order, the refund transaction, and the recalculation of the Summary totals are included on the Order detail page.
     • If Optional is set, the Customer Service Center user can choose whether to immediately refund excess funds by checking or not checking the Credit excess funds immediately checkbox. (Default setting for legacy clients)
       • If the checkbox remains unchecked, then the excess funds are not refunded. Any refund due to the customer is handled in the Administration module.
       • If the Credit excess funds immediately check box is selected, you are prompted to select the credit destination and reason for the adjustment.
     • If None is set, excess funds are not refunded through Customer Service Center. Any refund due to the customer is handled in the Administration module.
6. Click Submit to execute the operation. The update to the order, the refund transaction, and the recalculation of the Summary totals are included on the Order detail page.

Even-Swap Item Variations

You can change an item that is a child variation of a master item to a different variation of that master item by even-swapping it as follows:

1. Verify with the fulfillment site that the shipping order has not yet been fulfilled. If it has, then you must create a return as described in Creating Returns in Customer Service Center.
2. In the Items section of the page, select Even Swap from the Actions drop-down for that Item. The Quantity and Item # drop-down lists appear in the order line, and a Reason for Adjustment form appears at the bottom of the Items section.
3. Select the quantity of the item to swap from the Quantity list. The maximum is the quantity of the line Item in the order.
4. Select the item to swap into the order from the Item # list. Only child items of the same master item are included. The available quantity (On Hand minus On Hold) of each Item appears in the list.
5. You can repeat the steps for any other Items in the order that need to be swapped.
6. Click Calculate to recalculate the order amount. This is important, because child variations of a master item might not all be the same price.
7. Scroll to the Reason for Adjustment form.
8. Select an Activity Code from the list.
9. Select a Result Code from the list.
10. Enter a subject in the Subject text field.
11. Enter any notes in the Notes text field.
12. Click Submit to execute the swap.

Collect Payments for Balances Due

If a balance is due on the order, then the Add a Payment for Balance Due box appears in the Payments section along with any existing payment transactions related to the order. The amount due is shown on the Authorize Payment button. To capture a payment in that amount, select an existing payment method from the list and click Authorize Payment (amount). You can edit the selected payment method by clicking the pencil icon, or enter a new payment method by clicking the green plus icon. The new method is stored in the customer record and can be set as the new default payment method by checking the Default box.

Send Email and Add Activities

You can send an email related to the order or add an activity to the order record in the Activity History section at the bottom of the Order details page.

Click Send Email to open a Send Email window. You can base the email on an email template by selecting a template from the Copy Template list. Click Send to send the email or Close to discard the email without sending it.

Click Add Activity to open an Add Activity window. You can assign an activity code and/ or result code using the drop-down lists. Click Submit to save the activity to the order record or Close to discard the activity without saving it.