3. Unrestricted Order Inquiry Order Tracking (Canada, France & Mexico only) Restricted Order Inquiry & Administration International Main ERC Page 1. Unrestricted Order Inquiry (turquoise screen) – Available to all CSR staff. 2. Order Tracking. 3. Restricted Order Inquiry & Administration – Requires permission. Update accounts/orders, communicate with fulfillment centers and refunds.
6. Unrestricted Order Inquiry (turquoise screen) Elements Of Order Page Page Heading Sender Information Recipient Information Product Ordered Processing/Shipping Information
16. Restricted Order Inquiry & Administration (Order Administration - Communications) Click link to activate communications
17. Restricted Order Inquiry & Administration (Order Administration - Communications) Fulfillment Center Communications screen Old communications history – Click a date to see the message. First message will normally be order confirmation. New communications composing area. Note: Before clicking the “Send” button you must select a “Recipient” even though there is only one in the box.
18. International Spreadsheet General Purpose – The international spreadsheet is a focal point for all requests to and from the international fulfillment center(s). The sheet will contain all posted information related to information exchange about Flowerfarm orders. Method – An order will be entered on the appropriate sheet tab based on the original source of action. If the original request to the order was from the fulfillment center it will be on the “FC Requests” tab and if from ProFlowers Customer Service it will be on the “CSR Inquiries” tab. Once a line has been entered for an order another line will not be created. Additional information will be on-going responses area. See each tab’s description for further explanation. Additional Information – Two other tabs are included in the spreadsheet to provide helpful information related to fulfillment centers and other international data. Access – Update access to the spreadsheet is limited; however, all staff can view it for research purposes. Spreadsheet Tabs
28. Helpful Hints (Authorization Fail) Healthy Order Authorization Rejected Note: Once the authorization has failed the order cannot be processed. If the order is needed a new order must be entered.
29. Helpful Hints (Cybersource) Merchant ID = flowerfarm User Name = ffcsr Password = Same as ProFlowers (today-ask a supervisor)
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