Identifying and Working Holds in Sterling (SSC)

Identifying and Working Holds in Sterling (SSC):

In Sterling (SSC):

• If there are holds, you’ll see a padlock icon at the top center of the Order Summary page (next to order status) or on the order lines.

• To review or resolve holds, click Resolve Holds in the Related Tasks menu.

• To check notes:

• Order Notes – click View/Add Notes at the top of the order.

Reviewing Holds:

1. Hold Description: The type of hold.

2. Line Number: The recipient that the line belongs to.

3. Sub Line Number: If the is a bundle (header line and component lines), the sub line is the component line of its parent item.

4. Product: The names and item numbers of the items or components.

5. Applied To: Indicates if the hold applie to the order or a specific order line.

6. Reason Text may include:

• The actual hold subtype number
• Just a description (no hold number)
• A description of what is needed
• Or it may be blank
• Refer to the Hold Code Description chart in Article KA-02940 for instructions on how to resolve the hold

1. Hold detail: Provides more description or details to supplement the Reason Text.

Resolving Holds on an Order:

If a customer contacts us and there is a hold on the order:

• Look up the hold by code or description in Article KA-02940 for instructions on how to handle.

• When resolving holds, always verify the address. The hold showing may indicate another issue, but there can also be an additional problem with the address. Verifying addresses is a required step when resolving holds.

If the steps are listed to resolve it: Follow the steps in the order they are listed.

• Some holds will instruct you to resolve the hold first, then take further actions to resolve the issue.

• Other holds will instruct you to resolve the issue first, then resolve the hold last.

Do not ever resolve a hold without actually taking the steps to resolve that hold.

Applying Holds:

You should only apply a hold when a procedure instructs you to do so. Follow the instructions in the procedure exactly as written.

Example: A customer asks you to update the ship-to address because the recipient moved, but you cannot make the change because the item status is Included in Shipment. When an item is in this status, changes cannot be made.

In this scenario, you would apply an Order Modification Request (846) hold to the order line.

To apply the hold, select Apply Holds from the Related Tasks menu.

Document the Requested Change Add the requested change to:

• Reason Text on the Apply Holds screen
• View/Add Notes on the Order Summary screen

Clearly document what action is needed once the item can be updated.

Example Reason Text on Apply Holds Screen: "Customer requested an address change for Recipient #2, Order Line 2. Update ship-to address when status allows. New address: 1555 E. Main St., Houston, TX 77001."

Applying a Hold to an Order Line:

1. At the top of the page, select Order Line.

Order Line: Applies the hold at item level and will not affect order lines or the order as a whole.

1. Select the Hold Type and Hold Sub Type. Reason Text: In the Reason Text field, leave a detailed note that explains what needs to happen and why.

Hold Type: The hold type in our example is Order Modification Request. You would select this from the options in the holds type dropdown.

Hold Sub Type: Select the hold number associated with the type. In this case, 846.

Reason Text: In the Reason Text field, leave a detailed note that explains what needs to happen and why. Click Save.

CS Resolution Guide: KA-01017 service partial replacement KA- 02479 service replacement KA- 02457 service refunds KA - 03077 corporate sales - 4430: sheck-up and apology calls