Accepting or cancel a delay

Sometimes, products cannot be shipped on the promised date or there might be an indefinite delay because of shortage of inventory. In such cases, an alert of type FTC Notification is raised to inform the user. The user can view the alert details and notify the customer. In such scenarios, the user can accept the delay or cancel the order lines on behalf of the customer.

1. Log on to Sterling™ Call Center. The Home page opens.
2. Go to the Manage Alert screen by doing the following steps:
   1. In the Related Tasks panel, click Alert Search. The Alert Search screen opens.
   2. In the Alert Search Criteria panel, enter the details necessary to search the alert, and click Search. If your search results in a single alert, the alert details are displayed. If your search returns in multiple alerts, the list of alerts is displayed. Select the alert to view its details.

   In the Details tab, a generic message that provides information necessary to handle the alert is displayed. The delay type, cancellation date, and the delayed order lines are also displayed.

   For each order line, you can view the quantity, promised date, and the next promised date.

3. Select an order line and click Accept or Cancel as required.
   • To accept the delay, click Accept. Enter an appropriate note for the delay acceptance and save the note. After the delay is accepted, the order date is updated appropriately.
   • To cancel the order lines, click Cancel. Enter an appropriate note for cancellation of the selected order lines. After the order lines are canceled, the order is updated appropriately.