Customers might have certain queries or request certain
changes on an existing order. For example, a customer might want to
check the status of an order or change the order address. In such
situations, you can use the Order Summary screen
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.
On the Order Summary screen, you
can view the primary information such as the order number, date, channel,
status, total amount, enterprise, and so on. You can also view the
order lines, notes, and any return orders that may be associated with
the order.
If the order is modified in an external system such
that it cannot be modified in the application, the related tasks are
disabled.
If the order is in pending status, an appropriate
warning message prompts you to do one of the following tasks:
- Close Order: Closes the Order Summary screen
without saving or reverting the pending changes.
- Revert Changes: Reverts pending changes.
- Commit Changes: Saves pending changes and displays the changes
on the Order Summary screen.
