ORDER TYPES

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
GRT - GRATIS Order
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. 


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) 

CHANGE ITEM

Check the Change Fulfillment Options button first to see if the item can be changed.
1. Click Change Fulfillment Options in the Related Tasks menu. 
2. Check the box to select the order line you want to change, then click Change Item. 
3. Enter the new item number and click Add.  
4. Select a Reason code and click Next. 
5. Once you change an item, verify the date with the customer.  
6. Click Next to go to the Payment Confirmation page. 

When entering a new item in SSC
EXAMPLE:
Item W33207X would be entered as 1019,33207x
1019. = HD
1020. = WF
1031. = VC

CHANGE DATES

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. Each selected date will display the available shipping methods and any additional cost (if applicable). Once chosen, the calendar shows a range of surrounding dates with their shipping options and 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 Apply again, then click Next.
 
(You do not need to mention this to the customer.)

ADDITIONAL CHARGES

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 ITEMS

Check the Change Fulfillment Options button to see if the item can still be cancelled. If cancelling an item or an order result in a refund exceeding $200.00, do not take the action. Ask the customer to hold and contact a team supervisor to perform the action.  
 
Click Change Fulfillment Options in the Related Tasks menu. 
 
Select the order line to be cancelled and click Cancel Item.  
 
Select a Reason code and if prompted, verify the quantity and click Apply. 
 
Click Next to proceed to the Payment Confirmation page. 
 
Verify the changes with the customer, then click Confirm to return to the Order Summary page. 
 
Review the Order Review  Checklist, Article KA-03592.
 
If no further changes are needed, click Close to close the order.