Managing orders

IBM Sterling Call Center enables users to search, view, track orders and do other order-related tasks.

Search for orders
When customers inquire about their orders, users must be able to search for the orders and do related tasks.
View order summary
Users must be able to view the order details and the tasks that can be performed on the order.
View order line summary
A customer can inquire about a particular product in an order. In such scenarios, the user must be able to view the order line details, answer customer queries, and do related tasks.
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.
Reship Product
A customer might need a product to be reshipped to them for various reasons, such as the product was never received. The customer service representative can reship the product from the Shipment Tracking screen.
Inquire payment details
Sometimes, a customer might inquire a user about the charges that are applied on an order, any refunds, or pending charges to be paid due to transfers, returns, and exchanges in the order. In such situations, the user must be able to view all the transactions that impact the order through transfers, returns, and exchanges.
Change payment methods
A customer might want to use a different payment method or distribute charges across multiple payment methods to pay for an order. In such scenarios, the user must be able to add or modify the payment methods conveniently.
Change gift options
After creating an order, a customer can require a change in the gift options for products in the order. In such situations, the user must be able to modify the gift options.
View invoice details
An invoice specifies the products, quantities, and prices agreed between the seller and buyer. When the customer has queries regarding the amount collected, balance amount, taxes, charges, and discounts, the user can refer to the invoice.
View invoices
The customer would want to know the products that are billed in an order, the charges, and taxes applicable, and so on. Typically, the user can provide this information to a customer by using an invoice. Based on the transactions that are involved in fulfilling an order, there can be multiple invoices. In such cases, the user must be able to view the list of invoices that are associated with the order and view the appropriate invoice details to answer customer queries.
Cancel orders
Customers can cancel products immediately after the order is created or after the products are shipped. In such cases, the user must be able to conveniently cancel or stop the delivery of products in the order.
Apply coupons or promotion codes
Sometimes, products are associated with promotions. Users must be able to apply promotions to the products in an order and confirm the final amount that the customer must pay to fulfill the order.
Add lines to order
After an order is placed, the customer can decide to include more products in the order. In such situations, the user must be able to modify the order appropriately.
Change order address
After confirming an order, a customer can decide to get the products delivered at a different location. In such situations, the user must be able to modify the addresses conveniently.
Resolve holds
A user must resolve holds that are applied to an order to continue with the order fulfillment.
Apply holds
Users can place an order on hold to verify an address, do a fraud check, or in such other situations. The user must be able to apply the hold to the entire order or individual order lines.
Manage charges
The price of a product must be adjusted for various reasons like applying personalization charges, discounts, or the advertised price does not match with the actual price. In such situations, the user must be able to adjust the price on the order manually.
Change product variation
A customer may want to choose a different variation of a product that is already included in the order. In such situations, the user must be able to change the product variation conveniently.
Change product configuration
A customer might decide to change the components in a product after the order is confirmed. In such cases, the CSR should be able to change the configuration of products in a confirmed order.
Appease a customer
A customer can report an unsatisfied experience with a CSR or there can be a delay in the delivery of products. In such situations, the user must be able to appease the customer to avoid a return or cancellation of the order.
Change fulfillment options
Sometimes a customer might prefer to pick up a product at the near by store than waiting for the product to be shipped. If the customer requests for such changes after order confirmation, the user must be able to change the fulfillment options conveniently.
Change customer options
After an order is placed, a customer can request a user to exempt tax on an order. In such situations, users must be able to allow tax exemptions on the order.
Reschedule appointment
A customer service representative can reschedule appointments for customers if an appointment is created and the customer needs a different date or time.
Copy confirmed orders
A customer service representative (CSR) must be able to copy a confirmed order when a customer places a similar order again. The CSR saves time by copying a confirmed order, instead of creating a new order and adding each item again. If there are similar items in an order, the CSR can copy a confirmed order and modify it as necessary.
E-mail order
A customer might want to refer to a copy of the order. In such cases, a CSR should be able to email the order information to the customer.
Return orders
IBM Sterling Call Center enables customers to return, exchange, cancel return orders and other related tasks.
Price match
IBM Sterling Call Center enables the customers to create price match records, create, search and view competitor records, search and view price match records, and other related tasks.

Parent topic: Introduction