NAVIGATING EPIPHANY What tool does Bath & Body Works use for order management?--Epiphany NAVIGATION PANE---(left side) Interaction Type: Defaults to Telephone Select Store: Select your store, either Bath & Body Works or Bath & Body Works Canada, by clicking the drop-down arrow Initial Interaction Reason: Defaults to Regular Sales Final Interaction Reason: Select "Salesforce_dispo" and click the Close Interaction button to exit the order ORDER SEARCH You can locate your customer’s order by selecting the store, Bath & Body Works or Bath & Body Works—Canada, in the left navigation and typing their Web Order ID in the Order Search field. PRO TIP: For orders over 6 months old, use the more fields button to adjust the dates searched. CUSTOMER SEARCH The More Fields button can be used for additional order search terms. REQUEST After you enter the request ID number in the search field you can locate any previously processed request, like an ACRE, ZCR, or Auto Cancel. *********************************************** VIDEO ORDER SEARCH web order ID---used order confirmation on the email click the arrow icon on the left if cx doesn't have order number use---"MORE FIELDS" In the order header, you’ll find three columns. The first column displays the store and the Web Order ID number. OMS ORDERID is not needed The second column displays the date and time the order was created and the current status of the order. The third column displays the currency type. ORDER STATUS CREATED--- she's placed the order: we've not yet scheduled it for fullfillment remorse period edits are still available RELEASED we have fulfilled the order: we've not yet shipped it SCHEDULED: We've scheduled the order for fulfillment. Remorse periods are still available. FULLFILLED AND INVOICED We have shipped her order and charged her payment method. The Totals column displays the charges. • Line Sub Total shows the price of the merchandise before taxes or discounts have been added. • Total Charges displays the shipping charge. • Total Tax displays the tax. • Total Discount is the number of discounts associated with the order. The Bill To column displays your customer’s first and last name, billing address, and phone number. The Customer column displays your customer’s name, email address, and a hyperlinked customer ID, which allows you to navigate to the Customer Profile screen. The ORDER ITEMS section displays the items in the order. 1st column: Display's an icon for specific actions. Discounted item = money bag icon 💰 BOPIS item = truck icon 🚚 Gift message = blue gift box icon 🟦 2nd column: OMS Line ID number 4th column: Item ID. This includes the item number - the set of numbers after the dash. 5th column: Product description, followed by the Color and Size columns. 8th column: Displays the quantity ordered for each line item. 9th column: Displays the number of items shipped. 10th column: Displays to which fulfillment location the product was released. If it is a BOPIS item, the store number will be displayed where your customer chose to pick up the items. 11th column: Status can be different by line if the order ships in multiple packages or from different fulfillment centers. 12th column: Provides a tracking number once the item has shipped. 13th column: The “Extended Price'' is the total for the merchandise on that line. 14th column: The “Total Amount'' shows how much your customer paid for all items on that line, including multiples of the same item, plus tax and shipping. 16th column: The Fulfillment Channel column displays “ship-to-home” or “store pickup.” REQUEST The Requests tab is used to process an Adjustment/Credit (ACRE), process a Zero Cost Reship (ZCR), and cancel an order with the Auto Cancel request. You will learn how to complete these processes soon! enter request id and click enter/ magnifying glass OPERATIONALS EMAILS TAB The Operational Emails tab shows you our emails to this customer. Operational emails are available for 30 days. You can resend your customer's Operational emails, such as their Order Confirmation or Shipment Confirmation, by clicking the Envelope icon next to the desired Operational email. Charge Transaction tab Here, you can view the authorizations and charges. All transaction details appear at the bottom with a date stamp. • Total Collected line is the amount charged to the account upon shipping. • Total Refunded is the amount refunded. • Open Authorized is the amount of the authorization initially added to the account to hold funds before shipping. • Once the items ship and the account is charged, this “Open Authorized” line will show a “0.” • Total Canceled is the total amount of any items canceled from the order. Payments tab The Payments tab displays the payment type, authorizations, and collected amount or charges we've applied to the order. No matter how your customer pays for an order, you can see all transaction data on the Payments tab. In the Account ID column, you'll see the credit card number. The card number will be tokenized with random numbers and letters to protect the whole number. The last 4 numbers displayed will match the last 4 digits on your customer's card. Apple Pay will have a random last 4 digits and will not match your customer's credit card associated with their Apple Pay account. If your customer pays by gift card, a physical gift card will show as SP, and a virtual gift card, or EGC, will show as SV. VC = Visa AM or Amex = American Express MC = MasterCard DC = Discover PAYPAL = PayPal SP = Physical Gift Card SV = Electronic Gift Card All Promo Discounts tab Under the All Promo Discounts tab, you can check out any promotional offers, discounts, or special offers applied to this order. It is important to note that this tab will not appear if there are no promotions on the order. Related orders tab The Related Orders tab will show you if a customer has made a return. If the tab is blank, then no returns have been made on this order.. Loyalty tab There may be more tabs on the order screen than are visible. Use the arrows on the left side of the tabs to locate additional tabs. ALL PEOPLE --use email address, full name or phone number u can use asterisk to view additional results u can us the arrow icon. if no account pull up, click the new prospect button to and click new contact ************************************************************************* Sample scripts **Do you have your order number available? should should received it at the confirmation email. **May I have your first and last me? may I have your email associated with this order?