Making Changes in SSC

Order Types:

Always double-check the order type before taking action and transfer to the appropriate department when an article instructs you to do so.

B2B - Business to Business:

• Corporate Sales Order
• If you are speaking with the Customer of a corporate sales order, transfer the caller to Corporate Sales.
• If you are speaking to a Recipient of a corporate sales order, assist the caller per usual.

B2C - Business to Consumer:

• Customer placed order.
• B2C orders do not need to be transferred and can be handled by all Sales & Service trained agents. This is the most common order type.

3PF - 3rd Party Fullfillment:

• Orders placed via Amazon, Macy's, QVC, and other partnerships. These orders need to be transferred to the appropriate department. Do NOT make changes or attempt to assist the customer.

GRT - GRATIS Order:

• Check order notes before assisting the customer. If the notes indicate the order is being handled by Executive Services, transfer the caller. (Gratis=complimentary/transfer to executives)

Order Sub Types:

• PHC:  Phone Order
• MLC:  Mail Order
• COM:  Customer Outreach Marketing
• SBO:  Original Subscription Order
• SBS: Subsequent Subscription Order
• IN:  Internet (website) Order
• OC:  Large Internet Order/Gift List
• TVA:  Magento Website (Non B2B)

Holds:

• A hold typically prevents an order or individual item(s) from shipping due to an issue that requires attention and resolution in order to fulfill and ship out.

• For example: payment failed, item is sold out, order is missing required information, incorrect address, etc.
  An order can be held at either Order or Item level and can be system-generated or set manually.

• Holds are almost always accompanied by Order or Line Notes. Always check for notes when holds are present.

• Some holds are self-resolving and do not require any action. When there's a hold on the order.

To understand more, refer to Article KA-02940

Checking for Holds:

• Since Sterling (SSC) will not automatically notify you of any holds or notes that may be on the order, it is a requirement to manually check for both as this may affect what actions you take or determine if you will take any actions at all.

• If there are Holds, you will see a padlock icon at the top of the Order Summary page next to the order status, or on the order line. Hover over the image icon to preview an example of an order with a hold.

• If present, holds take priority over all other changes that are needed or being requested.

Order Inquiries:

• In Sterling (SSC), you can review and verify order details, payment information, shipment status, and tracking information.

Where is My Shipment? Once the item has entered the shipping process, a clickable tracking link becomes available on the Fulfillment tab. The tracking link will not display tracking details until the item status changes to Shipped.

When an item ships:

• The customer receives a Shipment Notification email with the tracking number.
• Customers can also track packages online by signing in and selecting the My Orders icon.

Accessing Tracking Information in Sterling (SSC):

1. Double-click the item line.
2. Select the Fulfillment tab.
3. Click the tracking number to open the carrier’s website.

Group, CYO, or Club Orders:

1. If the item is a Group, CYO, or Club order:
2. Double-click the item.
3. Double-click one of the components.
4. Select the Fulfillment tab.

Item Status:

Understanding the different item statuses is essential for managing changes, tracking shipments, and handling refunds or replacements.

• Created Appears at header level until components are shipped.

• Pending Carrier Determination Item is not yet preparing for shipment

• Carrier Determination Done carrier and shipping methods are assignd but the item hasn't shipped yet.

• Scheduled Item has not shipped yet.

• Backordered Item status is not determined yet. There may be an inventory issue with the item. Check to see if there are any holds.

• Refund Created A refund or replacement has been processed for this item. Click on the Refund/Replacement tab to review status.

• Gratis Completed Sometimes a replacement must be processed outside the system. This is called ROS or Gratis. Check order notes for more information.

• System Closed Sometimes a replacement must be processed outside the system. This is called ROS or Gratis. Check order notes for more information.

• Included in Shipment Item is preparing for shipment. Item label has printed.

• Shipped Item has shipped.

• Order Delivered Item has been delivered.

• Cancelled Item has been cancelled.

Item Status: When You Can and Cannot Make Changes

• The ability to make changes is determined by the Change Fulfillment Options button.

Check the Change Fullfillment Options button:

• Active: You can update details like the address, delivery date, or cancel the item.
• Grayed out: Changes are not allowed - resolve with a refund, replacement, or charge adjustment.

Item Type:

• If the item is a Collection, CYO, or Club, it will have a header line and component lines. Collections and CYO's can only be changed at the header line. Clubs can be changed at the component line.

• Collection: Has a header line and component lines. 

Example: Thank You Gift Box. Header line shows "Thank You Gift Box", component line shows the gift box, and another component line shows "Thank You hangtag."

• CYO (Create Your Own and Mix & Match):  Has a header line and numerous component lines. You can do a Change Item on header to select different components.

Example: Pick 4 Moose Munch

• Club: Header line shows "Club" and shows a list of monthly component lines below the header.

Collections, CYO’s, and Clubs: The order will appear as a single line on the Order Summary page. Simply double-click on the line and select the Component tab to view the individual components.

Change Fulfillment Options:

• Changes that will affect the shipment of an item will happen via the Change Fulfillment Options link in the Related Tasks menu.

On the Change Fulfillment Options page, you can:

• Change (Ship to) Address
• Change Ship Via Code
• Cancel Item
• Change Item
• Change Date

Update Recipient Address Click the exclamation points for more information. To change/update the recipient's address, click Change Fulfillment Options in the Related Tasks menu.

1. Check the box for all items for that address, then click Change Address.

(If you do not select all items associated with the ship to address, the unselected items will not ship to the new or updated address. If the item is a club, the address change must be made at the component level for each component that will be affected. If the address change is permanent, do the address change for every component.)

1. Make the requested changes and verify the updated information with the customer before clicking Apply. If the new address is a different location type than the original address, you must also update the Location Type. For example, if the original address was a PO Box and the new address is a street address, change the Location Type from PO Box to Residential.

(If an error message indicates the item cannot ship to the new address, inform the customer and offer to help them find a new item.)

1. Click Next to proceed to the Payment Confirmation page.

2. Verify the order total with the customer, then click Confirm to return to the order summary page. You must verify the order is in balance. If out of balance, you must follow the steps to balance the order.

3. Complete the Order Review Checklist.

4. If no other changes are needed, click Close to close the order.

Note on Delivery Instructions:

• If delivery instructions are requested, they must be added on the last address line of the ship-to address. If instructions were included on the original address and are not needed for the new address, remove them from the last address line when updating the address.

• Delivery Instructions can only be added or updated within 10 days of the customer's request. After 10 days, Delivery Instructions are no longer permitted.

• We cannot guarantee that the carrier will read or honor the delivery instruction request.

Verify the Order Is in Balance:

• After making changes to an order, always verify the order is in balance before completing your work. An out-of-balance order can delay processing and prevent items from shipping as expected.

Do not click Confirm if an unexpected Amount to Pay or Amount to Refund is displayed. See Article KA-03667 for complete balancing procedures and exceptions.

When to check: Verify the order balance after:

• Changing an item
• Resolving a hold
• Changing a delivery date
• Changing a Ship Via code
• Updating or revalidating an address

How to check:

1. Select Manage Payments.
2. Review the Payment Summary.
3. Select Show Payment Transaction.
4. Compare the original authorized amount to the Order Total. If you see an Amount to Pay, Amount to Refund, or Increased By, review the order balance before proceeding.

Exception: If an adjustment results in a refund of $5.00 or less, do not
continue trying to balance the order. Allow the refund to go to the customer.

Order Review Checklist:

• Every order opened in Sterling (SSC) must be reviewed before closing the order. The Order Review Checklist helps agents confirm that important details were not missed and helps prevent delivery, payment, address, or hold issues that could impact the customer experience.

This checklist is a required step in almost every customer service procedure.

During the review, you must verify:

• Notes and required actions
• Payment status and balances
• Ship-To addresses
• Expected delivery dates
• Holds and exceptions

Do not skip this review. One missed detail can create additional customer issues or delays.

Refer to Article KA-03592 for complete steps and exceptions.

Update Recipient Address Activity:

Change Item:

• Use Change Fulfillment Options > Change Item to update items that have not shipped. Before making changes, review the item status and confirm Change Fulfillment Options is available. If Change Fulfillment Options is grayed out, the item cannot be changed. Always review order notes before making changes.

Common Change Item Scenarios:

• Change an Item to Same or a Different Item.
• Change Item with Add-on or Personalized Greeting Card
• Change a Component in a CYO
• Change when Item is a club
• Change from Non-wine Item to a Wine Item
• Change Personalized Gift Item for Same or Different Item
• Change When Item Status is Included in Shipment

Multiple Items & Recipients:

• Orders may contain multiple recipients and multiple items.
• Always verify your are selecting the correct recipient address and item line before making changes.
• If item lines are not visible, click the arrow next to the address to expand the item list.

Special Handle: CYO Orders

• Changes must be made at the header level and may require selecting updated components.

Club Orders:

• Changes to club components must be done at the component level.

Important Restrictions:

• Changes can only be made to items that have not shipped.
• Do not make changes if the order is handled by Executive Services.
• Do not change one item into multiple items. The customer must place a new order.

For more information, review Article KA-02060.

Price Difference:

When changing an item and the new item is higher or lower in value (creating an out of balance condition), you may need to adjust the charges on the Payment Confirmation page to consolidate the difference.

• If the order has not been billed yet, the changes will reflect the new amount to be charged.

• If the order has been billed, the out of balance amount will need to be adjusted, charged or refunded (based on the scenario).

• If changing from a higher priced item to a lower priced item, the difference will be refunded.

• If changing from a lower priced item to a higher priced item:

• If the customer will be responsible for the additional charges, the new charges showing on the Payment Confirmation page will be billed to the payment method on the order after clicking Confirm.

• If the company will be responsible for the additional charges, adjust the charges to prevent the customer's payment method from being charged. 

• You can adjust charges via the Order Level Adjustments link on the Payment Confirmation page. We will discuss charge adjustments in the next lesson. 

Change Date:

1. Make sure the Change Fulfillment Options button is not grayed out — if it is grayed out, the item cannot be changed.

2. To change the arrive by date, click Change Fulfillment Options in the Related Tasks menu. Check the box on the order line you want to change, then click Change Date.

3. Select the requested date from the calendar, then double-click to confirm it in the pop-up window. Review the available shipping methods and any additional charges before proceeding. Additional Charges

4. Click Apply. You may get a notification in the Change Date window stating that changing the arrival date will change the ship date as well. Click  Next. You do not need to mention this to the customer.

• If the customer will be responsible for the additional charges (i.e. they are requesting expedited shipping), click Confirm on the Payment Confirmation page. The amount shown will be billed to the payment method on the order. 

• If the company will be responsible for the additional charges (i.e. the item was delayed but there is still time to meet the requested date via an express method), adjust the charges to prevent the customer from being charged.

Cancel Item: (Article KA-02769)

1. Click Update Order Lines in the Related Tasks Menu.

2. Click the Cancel item radio button. -Select the reason code.

3. When cancelling a single item, click Select specific lines to cancel and select the item(s).

4. Click Update Order.

5. Click Next to proceed to the Payment Confirmation page.

6. Verify the changes with the customer, then click Confirm.

7. Review the Order Review Checklist (unless entire order was cancelled).

8. If no further changes are needed, click Close.

Cancel Order: Article KA-02769

Use Cancel Item to cancel eligible items, recipients, clubs, or entire orders that have not yet been included in shipment.

The Cancel Item function can only be used when the item status is:

• Pending Carrier Determination
• Carrier Determination Done
• Created
• Backordered
• Scheduled

Cancel an Entire Order:

1. Click Update Order Lines.
2. Select Cancel Item.
3. Select a Reason Code.
4. Select 'Select all available lines to cancel.'
5. Click Update Order, Next, then Confirm.
6. Review Article KA-03592 - Order Review Checklist before closing the order.

Cancel a Single Item, Club, or Recipient:

1. Click Update Order Lines.
2. Select Cancel Item.
3. Select a Reason Code.
4. Select 'Select specific lines to cancel'.
5. Select only the item(s)
6. Do not select associated add-ons or greeting cards. They will be canceled automatically.
7. Click Update Order, Next, then Confirm.
8. Review Article KA-03592 - Order Review Checklist before closing the order.

Personalized Greeting Cards:

• Before making changes to a Personalized Greeting Card, review the card description and item status in Sterling (SSC). Hover over the option that matches the card description on the order to determine the correct process.

Refer to Article KA-02656 for additional scenarios and handling instructions.

Change Greeting:

1. f the item status allows changes, determine the type of greeting:

• Label Greeting:
  • Click the Label Message tab.
  • Select Add/Edit Label Message to update the text.
• Personalized Greeting Card:
• Confirm if the card is Card Isle or non-Card Isle, since steps differ:
• Card Isle: Follow the Card Isle update process.
• Non-Card Isle:
• Click the Card Message tab.
• Select Add/Edit Card Message to update the text.

Article KA-02898

Add or Remove Promotion Code To add a promotion code, click the Add/Remove Promotions link in the Related Tasks menu. 

Under the order total on the right, you will see a Promotion Code field and Membership #/PIN field. 

Enter the promotion code and membership #/PIN (if applicable), then click Apply. The amount to be refunded due to the promotion code will be displayed in parentheses. Click Confirm. 

Once a coupon code has been applied to an order, it cannot be removed or changed. If a 15% coupon was applied and the customer later provides a 20% coupon, manually adjust the charges for the additional 5% based on the item's original price.

Example: If the original item price is $100, a 15% discount reduces the price by $15. A 20% discount would reduce the price by $20. Adjust the charges by an additional $5 to match the 20% discount.

Change Payment Method:

• From the Order Summary page in SSC, click Manage Payments in the Related Tasks menu. 

In order to add a new payment method, you must first remove the current payment method.

Click Remove next to the payment method. If the Remove button is grayed out, the payment method cannot be changed.

Click Add Payment Method.

 In the window that pops up, click New Payment Method.

For a bankcard, click on Click to Enter Credit Card Number.

• If prompted, enter your login information to access the tokenization service.
• Enter the payment details (click the Pause Recording and Transcript button in Dynamics to mask sensitive information), then click Continue to return to the Add Payment Method window.
• Select the expiration month and date from the dropdown menus.
• Click Apply.
• Click Confirm to to return to the Order Summary page.
• Check your Order Review Checklist, then click the Close button.

Changing Customer Information:

• Before updating customer information, determine whether the change applies to the customer or the recipient.

Updating Recipient Information: Changes made to the recipient's:

• Name
• Address
• Phone Number
• Email Address Will only affect the current order. Future orders for that recipient will not be updated.

Updating Customer Information: Changes made to the customer's

• Name
• Address
• Phone Number
• Email Address will affect the current order and update that customer account for future orders.

Permanent Customer Changes: Some customers have multiple accounts. If the customer has a permanent change to their:

• Address
• Phone Number
• Email Address retrieve the customer in Customer Maintenance and update each account that is returned.

E-Forms:

• E-forms are used for various reasons when something needs to happen outside of the system/order.  These are the most common E-Forms. Hover over each one to see their uses.

• Apology Emails

• Customer Feedback

• Product Info Request

• Supervisor Callback

Article KA-02677

Lesson Summary:

• Check the Change Fulfillment Options button before making changes. If the button is grayed out, the item cannot be modified.

• Before closing an order, complete the Order Review Checklist to verify notes, payment status, addresses, delivery dates, and holds.

• You can make changes to an item when the Change Fulfillment Options button is active. If the button is grayed out, changes are not allowed.

• When an order is out of balance, you must follow the out of balance procedure to bring it in balance. Use Article KA-03667 for guidance.