2 Retek Customer Order Management The software described in this documentation is furnished under a license agreement and may be used only in accordance with the terms of the agreement. Corporate Headquarters: Retek Inc. Retek on the Mall 950 Nicollet Mall Minneapolis, MN RETEK (toll free US) European Headquarters: Retek 110 Wigmore Street London W1U 3RW United Kingdom No part of this documentation may be reproduced or transmitted in any form or by any means without the express written permission of Retek Inc., Retek on the Mall, 950 Nicollet Mall, Minneapolis, MN Information in this documentation is subject to change without notice. Retek provides product documentation in a read-only-format to ensure content integrity. Retek Customer Support cannot support documentation that has been changed without Retek authorization. Retek Customer Order Management is a trademark of Retek Inc. Retek and the Retek logo are registered trademarks of Retek Inc Retek Inc. All rights reserved. All other product names mentioned are trademarks or registered trademarks of their respective owners and should be treated as such. Printed in the United States of America. Switchboard: +44 (0) Sales Enquiries: +44 (0) Fax: +44 (0)
3 Customer Support Customer Support hours: 8AM to 5PM Central Standard Time (GMT-6), Monday through Friday, excluding Retek company holidays (in 2002: Jan. 1, May 27, July 4, July 5, Sept. 2, Nov. 28, Nov. 29, and Dec. 25). Customer Support emergency hours: 24 hours a day, 7 days a week. Contact Method Contact Information Phone US & Canada: RETEK ( ) World: Fax (+1) Internet Mail Retek s secure client Web site to update and view issues Retek Customer Support Retek on the Mall 950 Nicollet Mall Minneapolis, MN When contacting Customer Support, please provide: Product version and program/module name. Functional and technical description of the problem (include business impact). Detailed step by step instructions to recreate. Exact error message received. Screen shots of each step you take.
5 Contents i Contents Chapter 1 Introduction... 1 Introduction to Retek COM... 1 Retek COM Features... 1 Intended audience... 2 Navigation... 3 Overview... 3 Procedures Chapter 2 Order Processing Overview Customer Profile Overview Order Status Overview Items Overview Order History Overview No Charge Orders Overview Windows Order Entry window Field Descriptions Customer Maintenance window Field Descriptions Customer Lookup window Item Search LOV window Shipping block Autoship and Subscription Orders window Autoship History Existing New and Pending Orders window Payment window Pending Orders window Procedures Access an order from order history Cancel orders Standard Order Type Autoship Order Type Change address Change the customer profile Copy an address Copy orders Create an autoship order template Create a new bill to or ship to address Create a subscription order Create or update a customer profile Enter or review customer shipping information... 59
6 ii Retek Customer Order Management Enter or review order comments Look up a customer Pend an order Process an order Process or review autoship information Process or review no charge information Process a no charge order Query an item Release an order Retrieve and review orders Return an order from order history Review autoship history information Review a customer's legacy number Review and resolve pending orders Review order audit information Review order invoice amounts Review order shipping information Review order tax amounts Review order totals Review point of sale order amounts Select another address for auto payments Select an item Select payments for authorization Set up a customer for auto pay Set up tax exemption for a customer Update an autoship order template View or enter notes Chapter 3 Customer Service Overview Customer Adjustments Overview Order Returns Overview Windows Activity Management window Customer Service window Notes Entry window Paymen t History window Request Tracking window Request Management window Shipment Tracking window... 81
7 Contents iii Procedures Authoriz e an adjustment Creat e a customer service activity Enter a note for a customer Manage tracking requests Process a customer adjustment Review and manage activities Process an order return Process a payment/refund Process a tracking request Review payment history information Review payment log history information Release an order return for settlement Track a shipment Chapter 4 Fulfillment Processing Overview Pick Tickets Overview Pick Confirmation Overview Returns Inspection Overview Shipment Confirmation Overview Procedures Change the carrier service on a shipment Confirm a shipment Review inventory balances Review inventory reservations View a summary of open orders Windows Open Pick Tickets View window Open Orders Summary window Order History window Pick Ticket Reprint window Pick Confirmation window Inventory Balances window Inventory Reservations window Shipment Tracking window Shipment Confirmation window... 99
8 iv Retek Customer Order Management Chapter 5 Inventory Management and Item Pricing Inventory Management Overview Item Pricing and Discounting Overview Procedures Add an item to an event price list Add a non-inventory item to the master item list Add a master item to a company item list Change an item on-hand quantity per warehouse or location Copy an event price list Enter phone numbers associated with an event price list Set up a discount Set up an event price list Set up an event item price discount Set up an item relationship Set up an item image Set up a translation to a discount Set up a translation to an event price list Review the location of an on-hand item Review order reserved quantities Review manual reservations Set up an item for tax exemption Windows Company Items window Company Item/Event Item Price window Discount Setup window Event Price List Setup window Event Item Price/Discount window Item Onhand (Locations) Quantities window Item Onhand Quantities window Item Relationship window Item Tax Exemption window Manual Reservations window Master Item window Order Reserved Quantities window
9 Contents v Chapter 6 Reports Reports Overview Order Reports Finance Reports Fulfillment Reports Report Cover Page Last Cover Page Using Reports Report Column Headings Parameters Procedures Generate and print reports Select a report from the report list Reports Batch Balance Detail report Payment Authorization report Payment Reauthorization report Adjustment Detail report Pending Orders Detail report Pending Orders Summary report Daily Sales by Batch Detail report Daily Sales by Batch Summary report Backorder Detail report Backorder Summary report Returns Detail report Returns Summary report Return Line Items For Letters report Returns Issuance report Return No Charge Audit report No Charge Shipped report Daily Quantity Shipped report Pick Ticket Audit report Pick Tickets Report report Unshipped Items report Chapter 7 Utilities Order Utilities Overview Fulfillment Utilities Overview
10 vi Retek Customer Order Management Procedures Generate and release autoship orders Deposit a payment batch Review calls in the queue Manually release backorders Resubmit electronic pick messages Windows Autoship Release window Call Queue window Payment Batch Deposit window Payment History window Manual Pick Release window Manual Backorder Release window Close Carrier Manifests window Resubmit Electronic Pick Messages window Chapter 8 Order Maintenance Overview Define and support the Order Maintenance Setup tables Define and/or Customize the Criteria Support Maintenance Tables Maintenance Navigation Processes Procedures Update maintenance tables Set up a new order type Set up a new order type amount Set up a new order type reason Set up new order type rules Set up a new order status Set up a new order status reason Set up a new order priority Set up a new autoship frequency Set up a new order line status Set up a payment method Set up a payment settled status Set up a payment posted status Set up a hold type Set up an adjustment reason Set up an order volume reason Set up a status transition type Set up a status transition Set up a payment vendor Set up a marketing source Set up an order sequence Set up a processed status Set up an install type
11 Contents vii Windows Order Type window Order Type Amounts window Order Type Reason window Order Type Rules window Order Status window Order Status Reason window Order Priority window Autoship Frequency window Order Line Status window Payment Method window Payment Settled Status window Payment Posted Status window Hold Type window Adjustment Reason window Status Transition Type window Status Transition window Payment Vendor window Marketing Source window Processed Status window Order Sequence window Install Type window Chapter 9 Customer Maintenance Customer Maintenance Overview Windows and Procedures Customer Status window Customer Status Reason window Customer Type window Customer Marital Status window Customer Gender window Address Type window Telephone Type window Demographic window Name Suffix window Name Title window Bank Account Type window Bank and Branch window
12 viii Retek Customer Order Management Chapter 10 Item Maintenance Item Maintenance Overview Windows and Procedures Product Segment window Item Type window Item Category window Parent Category Relationship Child Category Relationship Translation Maintenance Item Relationship Type window Subscription Frequency window Item Hazard Class window Harmonized Commodity window Item Packaging Group window Item Vendor window Event Type Unit of Measure window Reservation Type window Image Type window Chapter 11 Workflow Maintenance Workflow Maintenance Overview Windows and Procedures Script window Job Responsibility window Job Function Access window Audit Column window Audit Type window Activity Source window Script Type window Activity Status window Activity Type window Request Priority window Request Type window Request Status window Request Reason window Reason Category window Reason Item window Reason Item Template window Navigation Script window Activity Request Item window Report Type window
13 Contents ix Chapter 12 Tax Maintenance Tax Maintenance Overview Windows and Procedures Tax Return Generation window Review the Tax Return Generation Status Tax Return View window Location Segment window Postal Codes window Item Tax Exemption window Export Tax Returns Chapter 13 Warehouse Maintenance Warehouse Maintenance Overview Windows and Procedures Warehouse window Pick Release Maintenance window Electronic Picking Parameters window Warehouse Scale window Warehouse Printer window Ship Method window Ship Container Status window Ship Line Status window Ship Batch Frequency window Ship Request Status window Weight Variance window Order Line Reason window Warehouse Ship Station window Manifest Type window Chapter 14 Carrier Maintenance Carrier Maintenance Overview Windows and Procedures Carrier Service window Carrier window Carrier Rate window Carrier Billing window Carrier Service Range Type window Carrier Service Type window
15 Chapter 1 Introduction 1 Chapter 1 Introduction The Retek COM (Customer Order Management) is designed and built as a dedicated business-to-consumer solution and provides a completely integrated, Oracle-based and comprehensive enterprise solution for direct-to-consumer-order management needs. Retek software integrates state-of-the-art order management functions; call handling, order-entry, customer service, fulfillment and accounting functions through a seamless, unified near real-time process. Introduction to Retek COM The Retek COM application is designed and built as a dedicated business-toconsumer solution and provides a completely integrated, Oracle-based, comprehensive enterprise solution for all direct-to-consumer order management needs by integrating front and back office business processes. Retek software integrates state-of-the-art call handling, order-entry, customer service, fulfillment and accounting functions through a seamless, unified near real-time process. Retek COM has a highly responsive Graphical User Interface (GUI) that provides full point-and-click capability to quickly facilitate customer orders. The mouse or keyboard can be used to operate pull-down menus, buttons, pop-up lists, check boxes, or alternative regions. Retek COM Features Customer Order Management is a high-speed, high-volume and multi-channel consumer order processing system. This Application features the following: API set to interface into warehouse management systems and merchandising systems Real-time sales activity Scripting and profiling Online payment processing Event pricing and flexible product discounting Consumer and order holds Returns processing, auto-ship and continuity programs Substitution Product up-selling (same as suggestive selling) Near real-time ATP checks - capture every sale with accurate inventory positions Customer Order Management features many other robust features designed to maximize the potential of every transaction.
16 2 Retek Customer Order Management Intended audience This Retek COM help project is a complete source of information about the Order Management application of Retek COM. It provides useful reference and assistance to: Customer Associates (Order Processors) Customer Service/Research Personnel Management System Administrators IT Personnel Retek recognizes the integral role each department plays in its organization. Therefore, it is our recommendation that all areas review the Retek COM Introduction.
17 Chapter 1 Introduction 3 Navigation Overview This topic reviews the basic features of the Graphical User Interface (GUI) and the architecture of Retek COM. It will enable the user to navigate within Order Management retrieving and maintaining data. The topics covered here are: Overview of Retek COM Starting the Retek COM Basic Graphical User Interface (GUI) Using menus Keyboard shortcuts Applications toolbar Navigating within a window (fields, records and blocks) Entering data Searching for data (queries and query operators) Procedures The following procedures are described in this chapter: Start Retek Com Choose a value from a list Create Records Delete or Clear records Duplicate a field Edit a field Utilize navigation shortcuts Perform a Query Use the calendar to enter dates Save data Exit Retek COM
18 4 Retek Customer Order Management RCOM Menus Navigation through the RCOM system is all performed using the following menus: File menu Use the File menu to: Close the current form Close all open forms Save the current information to the database Save the current information and proceed Change connection Change password Print the current window or report Refresh the window Exit Retek COM Edit menu Use the Edit menu to: Cut, copy and paste data between fields Clear data from fields, records or blocks Duplicate a field Display a List of Values for a field Invoke the editor for a field Delete or create a new record Toggle selections Select and de-select objects in a window Set the selection scope Clear a block or form Perform a query Go to the next/prev field, record, or block Set application preferences
19 Order Management menu Use the Order Management menu to: Create and maintain customer records Process orders Maintain Order utilities Maintain items and inventory View and print reports Chapter 1 Introduction 5 Maintain the Order, Customer, Item, Workflow, and Tax maintenance tables Maintain the Warehouse and Carrier maintenance tables Note: Access to this menu is available only if the user is authorized. Customer Service menu The Customer Service menu provides the following options: Customer Service Activity Management Request Management Request Tracking Notes Entry Order History Shipment Tracking Payment History Payment Log History Order Returns Customer Adjustments Payment/Refund Administration menu Use the Administration menu to: Set up and maintain user accounts Review application/trace logs, user sessions, and batch processes Run Scripts/Reports Print Administration Reports Maintain Company parameters and Lookup, User Account, and Application Maintenance tables Access the Configurable Application Services modules
20 6 Retek Customer Order Management Help menu Use the Help menu to: Review Help information online, if available Display the keyboard shortcuts Display errors Turn the Scripting, Trace Session, Debug, and Module Feedback features on or off Record information
21 Chapter 1 Introduction 7 Applications toolbar The toolbar is a collection of icon buttons that replicate many commonly used menu items. The user can invoke functions that are identical to specific menu items by choosing buttons from the toolbar instead of searching for the functions in the menu bar. Note: Depending on the context of the current field or window, a toolbar button may be enabled or disabled. A hint text can be displayed for an enabled toolbar button on the message line by moving the mouse over the button. The toolbar displays below the main menu bar in the main window. Application Toolbar Closes a file. Saves the data on the current window. Prints the current window or a report. Clear Form Clears the data in all the fields in a window. Enter Query Enters into a query mode to perform a search. Run Query Executes a query. Cancel Query Exits out of a query mode. Add Record Inserts new line or block for adding data to the database. Delete Record Deletes the current record from the database. Clear Record Clears all data pertaining to the current record. Previous Record Moves the cursor to the previous record. Next Record Moves the cursor to the next record. List of Values Displays a list of available values for the current field.
22 8 Retek Customer Order Management Edit Field Allows edits or maximized view of the current field. Help Displays help for the current application. Quick Navigation Displays a shortcut menu for related functions. Query Form Displays multiple records in a single window.
23 Chapter 1 Introduction 9 Basic GUI Terminology Before using Retek COM, the user should become familiar with the specifics of the Graphical User Interface (GUI) environment and how to perform basic tasks, such as using a menu or selecting an item. This will enable the user to become familiar with the following generic terms: GUI Term Alternative Region Description A collection of blocks that occupy the same space in a window where only one block can be displayed at any time. Field An area in a window that displays data or allows the user to enter data. Fields that require entry are displayed in blue. Fields with default values are displayed in gray. Optional fields are displayed in white. Form Block One or more windows used to accomplish a business function An area of information relative to a specific business function or entity. Dialog Box A window that requires the user to act on its contents before continuing. Option Button Region Window Window Title A button that indicates an individual selection is available. A logical grouping of fields set apart from other fields by a box. An area where the user interacts with a module. Many windows can be displayed simultaneously, overlap, or be adjacent to each other. Text in the title bar that indicates the name of the window. Button A graphic element that initiates a predefined action when chosen. Check Box A box where it is possible to toggle between an on/off or yes/no state for a value.
24 10 Retek Customer Order Management GUI Term List/Pop-Up List Description A list of applicable values for the current field. Message Line A field near the bottom of the window that displays hints, warnings or error information. Record A set of one or more data items grouped for processing. A block contains records consisting of one or more fields. A record is also known as a row. Scrolling Region Status Line A region containing a scroll bar to view additional fields. A line displaying status information about the current window or field, such as query-mode and recordcount information.
25 Chapter 1 Introduction 11 Data Search Overview Retek COM provides easy-to-use search capabilities to access application information by enabling a user to: Search for existing data in an application. Use a Lookup window to simplify a search. Include wildcards and query operators in search criteria. Review records retrieved from a search. Retek COM provides a user with easy-to-use search capabilities to access application information. The user can quickly retrieve and review all available information in the database, without having to remember the information displayed in windows or without having to print lengthy reports. Instead, the user can run a search to obtain the desired information and then review the data on line in the same window used to enter the data. With Retek COM the user can satisfy the following basic information search needs: Gain instant, on-line access to all of application information Search for a specific record or for a group of records based on entered criteria Search for information using criteria of different types or lengths, including a single letter, a single word or a group of characters Data Entry The user can efficiently enter and manage data by using one of the following methods: Enter data in a form using various editing functions Copy data from one field to another Clear data from a form Delete data from a form or from the database Use a List of Values to simplify data entry Use the calendar to enter a date Save edits to the database Note: Required fields must be filled in with appropriate data before the user can navigate from one portion of the form to another.
26 12 Retek Customer Order Management List of Values A List of Values (LOV) provides a powerful and easy-to-use data entry method that increases accuracy and productivity. Retek COM indicates that a list of acceptable input values is available for field by displaying <List of Values> on the status line. When the list is displayed, the values are displayed in a window with a title that describes the contents. An LOV provides features that are required to satisfy several basic data entry needs: Data can be entered quickly and easily without the user having to memorize or look up valid data for each field. Data can be chosen from an online list of valid input choices whenever needed. Input can be validated during data entry. When data is entered incorrectly, the user will know right away so that the appropriate corrections can be made. Only company-specific terminology is available for industry-standard and user-defined fields.
27 Chapter 1 Introduction 13 Keyboard Shortcuts and Function Keys Everything that can be done with the mouse can be done with the keyboard. The keyboard mapping for Release 10.0 is shown in the following table: Shortcut Key F1 Ctrl + e F3 Ctrl + u F4 Ctrl +q F6 Shift + F4 F7 Shift + F6 F8 Ctrl + F4 F9 Shift + F5 F10 Ctrl + F1 Alt + e Result Help Edit Duplicate Item Clear Item Duplicate Record Quit or exit Query Mode Insert Record Clear Record Enter Query Delete Record Execute Query Close Window List of Values Clear Block Save Show Keys Edit menu
28 14 Retek Customer Order Management Function keys Use the following function keys to perform queries in Retek COM applications. Function Key F7 F7 F8 Ctrl + Q Result When the cursor is positioned in a field, pressing the F7 key will place the current form into a query mode. When a form is in a query mode, the user can enter search criteria to locate specific data in Retek COM. Note: If Retek COM does not locate the desired records and another query is required, pressing the F7 key twice will display the previously entered search criteria and allow changes to be made, or allow additional criteria to be entered for the new query. When the cursor is positioned in a field, pressing the F7 key will place the current form into a query mode. When a form is in a query mode, the user can enter search criteria to locate specific data in Retek COM. Note: If Retek COM does not locate the desired records and another query is required, pressing the F7 key twice will display the previously entered search criteria and allow changes to be made, or allow additional criteria to be entered for the new query. Pressing the F8 key will execute a query and display the record or records that match the given search criteria. Pressing the Ctrl key and the Q key together cancels a query that has been executed and is currently in progress.
29 Chapter 1 Introduction 15 Procedures Start Retek COM To begin using Retek COM Navigate: From the desktop, open the Retek COM program group by double-clicking on the Retek COM icon. The Logon window is displayed. Note: Retek COM security is based on each user s account, which controls access to Retek COM applications, reports and data. To log on to Retek COM, use an assigned name and password authorization. To start Retek COM Applications at the Operating System Navigate: From the PC Desktop select the Retek COM Icon. The Logon Menu is displayed. 1 In the Password field, enter a password and click Connect. Choose a value from a list Note: Notice the password is encrypted, preventing others from viewing it. The user should keep passwords confidential to prevent unauthorized access. If the user logon path is not linked to the database, username and password information must be entered at each logon. Some List of Values (LOV) windows display only one column of information and others display more. The length of the list can be reduced. To choose a value from a list Navigate: From the Edit menu, select List of Values, or press the F9 key to display a list. 1 Reduce the length of a list using one of two methods: a Search for a value in the first column of a list by clicking in the Find field and then entering search criteria and clicking the Find button. If the search finds multiple values, restrict your search, or use one of the methods described in the next step to choose a specific value from the reduced list. Note: A common set of values displays where the user keyed information into a field with two or more values matching the entry. To view all values available to that field, press F9. 2 A value can also be selected directly from a list using one of the following methods: a b Scroll through the list and double-click a value. Scroll through the list, select a value and click OK. Note: Once a value is selected, the list window closes and inserts the value into the current field. To close a list window without choosing a value, click Cancel.
30 16 Retek Customer Order Management Create records Delete or clear records New records can be entered allowing new data to be added to the database. To create a new record from any data entry window in the application Navigate: From the Edit menu, select New Record. 1 When the New Record menu item is selected in a multi-record block, the current record is moved down and a new blank row is inserted. A new record can be added by filling in this blank row. Note: When the New Record is selected in a single-record block, a blank record is displayed in the current block so data can be entered for a new record. 2 When the data for a new record is completed, select Save from the File menu. Retek COM allows for deletion of records where the information is not required for historical purposes. You can also clear fields, records, and entire blocks and forms, before the data is saved. If the user is in the wrong window or has accidentally performed an unwanted action, the Clear Record option from the Edit menu clears the current record. To delete a record Navigate: From the Edit menu, select Delete Record. This action initially clears the record from the window and returns the cursor to the first field of the next record. 1 From the File menu, select Save to delete the record from the database. Note: If the user exits Retek COM without saving, the deletion will not be saved. To clear a field From the Edit menu, select Clear Field. The empty field is displayed. To clear a record From the Edit menu, select Clear Record. The record is cleared from the window and returns the cursor to the first field of the next record. To clear all data from a form A user can clear data from the window at any time. The cleared data is erased from the window, but not deleted from the database. Note: If the data has never been saved to the database, it will be deleted permanently when it is cleared from the window. From the Edit menu, select Clear Form. The entire window is now cleared. To clear data from the current block From the Edit menu, select Clear Block. The empty block is displayed.
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