Resolving a hold

You must resolve the holds that may exist on a return order to be able to process the order.

Procedure

  1. Log on to Sterling™ Call Center. The Home page opens.
  2. Go to the Return Summary screen in one of the following ways:
    • In the Return panel, enter the order details, and click Find Return.
    • In the Related Tasks panel, click Return Search. The Return Search screen opens. Enter the return order details and click Search.

    If your search results in a single order, the Return Summary screen opens. If your search results in multiple orders, a list of orders is displayed. Select the required return order.

  3. In the Related Tasks panel, click Resolve Holds. The Resolve Holds screen opens.
    A list of active holds and resolved holds on the return order are displayed. Open alerts and comments that are created for the active holds are also displayed.
  4. Select a hold and click Save. The hold is resolved.