SODA - Sales Order Desk Application
In SODA application we mostly use:
Sales Order Cancellation
Web Order Inquiry
Order Inquiry by org Loc
Web order inquiry uses the OMS order number
Digital items always sent to email address.
When customer order multiplies order then we check order ID through enquiry web order inquiry.
To know the eBook pin number and the details of the digital item you need to click on View summary and after that click on Display credentials.
If customer login as a guest then she/he can't see a book pin no: or book description.
Customer can’t see anything regarding the digital item information, If customer delete mail which he received when he placed the order.
If customer calls and asked, we have to tell this to customer.
Meaning of backorder: a place an order for a product that is temporarily out of stock
Note: If the shipping address looks like it could be a school address (usually the name of the school is there) and the item status is fulfilled but there is no tracking, then it is usually an in store pickup. Both of those things must be seen in the order. Address looks like school + fulfilled status with no tracking.
We don’t have any information regarding backordered PO
Meaning of order status Fulfilled: if customer calls to know the status of the item and in OMS it’s status shows “fulfilled“ it's means the order is ready to pick up.
Digital item status always shows Fulfilled because it sent in email id and it’s doesn’t have the tracking ID. If digital item shows released, it means the item has not yet been emailed to the customer.
Every shipping has its own SODA numbers
If soda no of two items is same then both items shipped together.
SODA number is another way to find out item or find out the reason on item cancellation.
When customer will call to know the status of the item which come from vendor, we need to email the vendor to know the status.
In this situation we need to search for the book store and the provide the phone number of book store to the customer.
If customer have any problem with their order, we reach out to the virtual store on behalf of customer.
Customer would receive fraudulent email, this is exactly the email looks like in the above picture. If the customer calls you and giving the order number and they are saying something like this, that I got an email telling me to call you, if you get an order number, you need to check that in the OMS if that order number available.
We must never tell a customer an order may be fraudulent if they ask. Just let them know something went wrong during processing and that we are escalating for further research and will need to get back to them when we receive more information.
Click the text box in OMS Search Order No. to look up the order if customer is enquiring about the fraudulent order.
If you see “Order Not Found”, then you need to check in another version of Accelerator where we can check the order lookup. It means it’s a fraudulent order need to check in another version of Accelerator.
Click the User name field open eFollett accelerator and put credentials.
Click the OK button login page just click ok for order look up screen.
You don’t need to select any store from the drop down menu, you can only hit OK button to get the Order Lookup screen.
Click the Operations link.
So for this version of Accelerator, please click “Operations” menu, then select “Find Orders”.
Click the Find Orders link
Click the Order Number text box.
You can pull up this menu, this page where you can fill in the details to find order details by putting order no.
Click the Find button
Click the Order Number
In the order details we can find the fraudulent order details and the status should be order denied or cancelled or pending approval. "Cancelled Confirmed Fraud”, again you can see message “Confirmed Fraud”, in that case you never engage with the customer, and if they insist to do so, you definitely need to escalate to the lost prevention department
Right-click the Customer Email can also check by email ID if order ID is not there.
If you want to search by the Customer Email ID, then copy the email id from the order screen.
Click the Find Customers link
Right-click on the Customer Email address field
Click the pane
Click the Find button
Click the Select Deselect All checkbox
Click the Orders buton can check all the orders for that particular account.
Scroll the mouse wheel
You can see every order the customer has placed.
Click any Order No.
You can choose any of your order number after selecting from the above order list.
Click the Operations Link
Sometimes customers ask for the tax receipt in order to apply for returns, they don’t have a proper track of the order they have placed, and they wanted to have the tax receipts. You need to take the screenshots of all the orders like shown below, and need to send email to the customer.
Open your email to show in case you have any mail subject line “Your order is ready for pick-up”
There are cases, where customer service gets email replying to the people telling “Your order is ready for pick-up” at the following store. You may refer to the customer SODA order number not the web order number to get the status of the order.
Click the text box
You can refer to the SODA order number, it is eight-digit number, and you can also search for the SODA to get the WEB order number. Copy the SODA order number.
Click Go Back button on the Web Order Inquiry page
For this you need to go to the other menu which is “order enquiry by originating location”.
Click Order Enquiry By Orig. Location
Type SODA number
Click View Summary to see the SODA order details