Legacy platform

Track shipments

Once products are shipped, customers can inquire about the status of an order and the date when they can expect delivery of the products. In such situations, a user must be able to track the shipments to inform the customer about the order's status, the expected delivery date, and any exception that resulted in the shipment being delayed.

Solution

The following section describes APIs, user exits, services, and other components.

The user can access the Shipment Tracking screen using the "Where is my shipment?" related task in the Order Summary screen as well as the Order Line Summary screen.

The Shipment Tracking screen has the following panels:
  • Order Line List: This panel lists all the order lines that belong to the selected order.
  • Details: This panel displays the details of the selected order line.

When the user goes to the Shipment Tracking screen of an order, the getCompleteOrderLineList API is called to display the list of order lines that belong to the order.

When the user selects an order line, the getCompletOrderLineDetails API is called to load the 'Details' panel with generic details about the order line. These details are used to show the status breakdown, exceptions, or information related to the order line, in repeating panels with appropriate titles. The information panels are displayed first, then the exception panels, then the status breakdown panels, followed by the work order details panels.

The following list describes the panels.
  • Information:
    • Reship Line: This panel is displayed if the selected order line is a 'Reship Line'. For example, an order line #1 comprising a TV was shipped but it did not arrive at the customer's location due to mishandling. Therefore, it was reshipped. This created a new order line #2 which is the 'Reship Line' for the earlier order line. When the user selects the order line #2, the 'Reship Line' panel is displayed.
    • Bundle Parent: This panel is displayed if the selected order line is a bundle parent and has child order lines.
  • Exception:
    • Delayed: This panel is displayed if the shipment of the selected order line has been delayed. When the user clicks the 'View Alert Details' link in this panel, the Alert Search screen is displayed. In the Alert Search screen, the current order number and the current alert type are populated as the search criteria to fetch related alerts.
    • Hold: This panel is displayed with the hold type as the panel title. When the user clicks the 'Resolve Hold' link in this panel, the Order Holds screen is displayed. In the Order Holds screen, the holds applicable to the current order line are displayed.
    • Stop Delivery Requested: This panel is displayed if the selected order line is placed on stop delivery request.
    • Returned: This panel is displayed if a returned order line is selected. This panel indicates that a certain quantity of a product was returned. The user can go to the Return Summary screen for more information about the returned products.
    • Reshipped: This panel is displayed if the selected order line is already reshipped. For example, an order line #1 comprising a TV was shipped but it did not arrive at the customer's location due to mishandling. Therefore, it was reshipped. This created a new order line #2, which is the 'Reship Line' for the earlier order line. When the user selects the order line #1, the 'Reshipped' panel is displayed.
  • Status breakdown: Based on the fulfillment method of the selected order line, the status breakdown panels are displayed in different modes with appropriate statuses. The following table describes the modes and statuses.
    Table 1. Modes and statuses
    Mode Status
    Pickup order lines
    Processing Processing
    Ready Ready for Pickup
    Complete Picked Up
    Shipping order lines
    Processing Processing
    Complete Shipped, Received

    The status breakdown panel comprises main and additional information sections. The main section is displayed by default and the additional information section remains collapsed. The user can expand the additional information section to view more details.

    The main section contains primary details such as "shipped on" or "expected shipment date" and "quantity". The carrier service and the tracking number are present for shipped order lines. When the getCompletOrderLineDetails API is called to load the status details for the shipped line, the YCDGetTrackingNumberURLUE user exit is called with the appropriate attributes as inputs. The user exit returns the tracking URL back to the API. The tracking number is displayed as a link in the status panel. On clicking the link, the user is directed to the carrier's website that displays the tracking information for the shipment.

    The getCompletOrderLineDetails API also returns the Ship Node address, which is displayed as a link. The CSR can click the link to view the address of the ship node. However, if a single order line is being fulfilled by multiple ship nodes, the word “Multiple” is displayed in place of Ship Node link and the Shipment Tracking screen displays details of the ship nodes as each shipment would be shown in different panels.

    For a shipping order line, when the user expands the additional information section in the status breakdown panel, the getShipmentLineList API is called to display the shipment lines. If the shipment is containerized, the getShipmentContainerDetails API is called to display the container lines. The order line Milestone and "Ship To" address are also displayed.

    For a pickup order line, when the user expands the additional information section in the status breakdown panel, the store address is displayed.

    Backordered: This panel is displayed if the selected order line comprises backordered products. The backordered quantity of products is consolidated into a single total quantity. If information about the ship nodes where the products were backordered is available, a panel displays the ship node, product, and the quantity details.

    In the case of drop ship, the shipment is not tied to the sales order. Therefore, the information about the shipment may not be available in the system.

  • Work orders and work order appointment:

    The Work Order Appointment panel displays details on work orders and appointments that are associated with the selected product. The Work Order Appointment panel displays different messages and information based upon the work order status and appointment status.

    Within the Work Order Appointment panel, a table displays a list of the associated products that are also being delivered with the appointment. The following logic is executed to populate the table:
    • The getCompleteOrderLineList API is called to populate the list of products that are associated with the order. The getCompleteOrderLineList API then calls the getOrderDetails API, which returns the associated products to list in the panel. The use of multiple APIs is necessary for the table to support pagination.
    Note: Canceled work orders are not displayed. Only information about the current appointment is displayed; multiple appointments on a single work order are not displayed.
    Table 2. Work order, appointment statuses, and the corresponding Work Order Appointments panel title. The following table displays the heading that is displayed in the work order appointment panel. The panel heading is dependent on the status of the work order and appointment.
    Work Order Status Work Order Appointment Status Panel heading
    Completed Any status Appointment Completed
    Created Canceled Appointment Canceled
    Created Failed Appointment Failed
    Created Any status that is not canceled or failed Appointment Created
    Created No appointment created Appointment Required

Implementation

The following section describes the rules that you must configure.

Only users with the permission to resolve holds can see the 'Resolve Hold' link. For more information about administering user group permissions, refer to the Administering user group permissions.

FTC delays are detected only when date syncing is turned on and the FTC agents and monitoring events are configured and running. For more information about the configuration, refer to the Setting up FTC Complicance.

You must configure the standard unit of measure display rules for a product. To define the unit of measure for quantity, see Defining unit of measure.

End-user impact

The user can address customer's inquiries about the order status, expected arrival date of the products, and so on.