A customer might raise questions about the pending charges,
the amount to be paid due to exchanges, or refunds due to returns.
In such scenarios, you can view the payment-related information and
provide the appropriate information to the customer.
Procedure
-
Log on to Sterling™ Call Center. The Home page
opens.
- Go to the Order Summary screen in
one of the following ways:
- In the Order panel, enter the appropriate
details, and click Find Order.
- In the Related Tasks panel, click Order
Search. The Order Search screen opens.
Enter the appropriate details and click Search.
If the search results in a single order, the Order
Summary screen opens. If the search results in multiple
orders, a list of orders is displayed. Select the order that you want
to view.
- In the Frequently Asked Questions panel,
click Why was I Charged?. The Payment
Inquiry screen opens.
- The order total, pending charges, and payment status are displayed.
- You can view the charge and refund details such as the transaction
date, amount, payment methods, and associated invoices.
- You can also view the credit towards exchanges and credit from
returns, if applicable to the current order.
If multiple invoices are associated with a charge transaction,
the term Multiple Invoices is displayed as
a link. Click the link to view the relevant invoices in the Order
Invoices screen.
Note:
- If there are no returns, exchanges, or refund transactions for
the current order, the Credit Towards Exchanges and Credit
From Returns panels are not displayed in the Payment
Inquiry screen.
- If the order is on hold, a message is displayed stating that the
payment details cannot be viewed when the order is on hold and the
hold must be resolved to view correct information.
