Finding an Order - CDA
Partial Orders
One item sent to Vendor and second item backordered as seen in order status.
Order Information Field
Problem Indicators can be reviewed in the Order Information field. clicking an order # will launch the customer information with problem indicators.
Customer Information
on the customer information screen, agents can review payment information, payment details as well as billing and shipping addresses.
Order Summary
At the end of an order, agents can find information such as Tracking information, Shipping Address, Item Description, Total PRice of the item in the order.
Ready for Pickup: Boss Orders
For BOSS orders, tracking will show progress or delivery to store. Let the customer know that the order will not be ready until they receive a ready for pickup email.
Line Status
For a call that will follow the Line Status Process, the customer will most likely: Ask about the status of their order Want to know if we received their order Want to know if their order was successfully canceled Ask for the location of their item Ask for tracking information Say they received an email that advised them to call us (Such as a cancellation or backorder email)
Shipping Information
If requested, give the customer the tracking number, carrier and carrier contact info. If tracking info is available, click on the link to track through Narvar. If there is not a direct link, you can find the carrier's website on www.track-trace.com or by using google. Roadway, Yellow Freight and YRC are all the same company and will be located on YRC's website. If no tracking information is available in CDA, determine if the item is house or VDF. In the notes, include that the line status is ALl shipped, but there is no tracking information available. Notate if you were unable to contact the resolutions team or if the res team was not able to find correct tracking info.
Verifying Order Legitimacy
If the customer can not verify, do not move forward. 1. Customer must provide the customer's first and last name. 2. The customer must provide their billing and shipping address including the street number name, city, state, and zip code. 3. The agent must verify at least one item on the order to ensure the appropriate order has been accessed.
Shipped VIA UPS
If you find a different tracking number that is accurate, give the new tracking Number and carrier info to the customer. If the carriers website states that the item is on its way back to the vendor/warehouse, explain why to the customer. The reason is usually because the item was damaged in transit. Create a Return for vendor error mis ship Offer to place a reorder.
Canceled Orders
In CDA, if an order has been canceled it will have a canceled order status. If there is more than one line item, each line item will indicate that it's been canceled.
Tax Exempt ID
Tax Exempt ID is applied to an order BEFORE billing so taxes can be removed for applicable lines from the order. All customers must register their tax exempt ID with home depot.
Notes and Activity Log
The Notes section is located above the Order summary. The notes from CDA will be found in this section. When the order activity log is expanded, you will be able to view CRM notations and the activities that have taken place on the order.
Price Override vs Post Sale Markdown
The difference between the terms "Price Override" and "Post Sale Markdown" are: Price Override will be available prior to the line item going into "shipped" status Post Sale Markdown is AFTER "shipped" status You can initiate a price override by clicking the Select Action drop down. If you receive an error message stating "Order Locked" an agent is viewing the order. Please call the appropriate store and ask the store to close the order in ESVS. Price Overrides are available only for STH and BOSS line items and will not be offered at Order Level after an order has billed/shipped. The system will automatically prompt for a supervisor approval/price override when the override exceeds $150 or 99% whichever comes first. PSM- for example if the customer paid for shipping and it is more than three days late, we may refund the customer for the shipping charges.
Problem Indicator cont'd
There are 3 types of Problem Indicators: Backorder, Auth Decline and Awaiting Validation. BO Backorder There is insufficient inventory quantity to fulfill one or more line items on the order. PMT Auth Decline The payment method was not authorized. HLD Awaiting Validation The Fraud Team is reviewing the order, and the order is on hold. Note: we do not have an exact time frame of how long it will take for the fraud team to review the order.
Verifying the Order
There are several types of orders that will require verification. Review the order types below- Order starts with an H (These are store special order ((Order has been placed in-store)) or Return Orders ((return number that appears after completing a return in CDA). Some MA.com and In-store special orders also start with an H. Order starts with a W. These are Web orders. The customer placed the order online themselves. Order starts with a C. The call center's agent will have placed these orders through CDA. Sometimes an agent might use a a browser to place an order, so it may be a "W" order if CDA is not functioning or if the call center's agent is placing a BODFS order.
Order Activity Log
When an order is opened in CDA, an entry is automatically added to the Order Activity Log.
Problem Indicator
When searching for an order, Order Search Results will display. If there is a problem with the order, an indicator will show. To review the Order Details of an order, click on the order number hyperlink in the Order # field.
Backorder Indicators
When the customer is willing to wait for the back ordered item, then select Turn Back order Extension ON. When the customer is NOT willing to wait for the back ordered item, then select Turn Back order Extension OFF
Tracking Info
When the line status is All Shipped, the first thing agents should do is check if tracking information is available. Click tracking number to see more information. When a customer calls in for tracking, shipment details or delivery date, provide the customer the necessary info. Explain that he/she can sign up for text alerts by clicking the tracking link in the shipment confirmation email.
Find an Order
You can find orders in a variety of ways. You can use CDA to search by the following criteria: Order Number/ID Number PO Number Email Address Phone Number First and Last Name and Zip Code of the Customer You can use advanced search. Agent's have the ability to sort results by the column by clicking the column header.
