Customer Service:Future Orders-Cancelling Old Future Orders

Store Cancelling Future Order

1. If store calls and wants a future order cancelled you can as long as the order is in status 20 which means it is not on the picking gun.
2. If the store knows what the sales order number is place that information in the Order field on the Work with sales orders –header view screen
3. If the store does not know the sales order number click on Sales orders in the Enquires section
4. Put the item number that needs to be cancelled in the item field
5. Put the stores account in the Cust/Supp nbr field
6. Press 'enter'

Looking up the Sales Order

1. This screen will show you the history of sales for this specific item number for this specific store.
2. If there is a dollar amount showing under “Value CAD” that order could still be open all other orders are filled.
3. Type WF is Web Future Order and FO is a manual Future Order.
4. You have to check by opening the orders to see if the line has been closed or not. You open the order by double clicking on the order

Opening Individual Sales Orders

• If an item line is status 60 the item has already been invoiced.
• If the item is status 30 is means that it is on the picking guns.
• If the status is 45 it means the product is picked but not invoiced and can not be cancelled but if the item line is at 20 we can cancel

Hotline Incident

• Your Hotline should include the name of the person you spoke to
• Use ORDER for the Problem code and ORCANC for the Resolution code

How to Find Old Future Orders

1. Goto 'Work With Sales Orders – Header View' screen
2. Enter the date from 3 months ago and press 'enter'. This will bring up all the outstanding orders for this specific date.
3. Highlight any orders (one at a time) that have the Order Type of FO (Future Order) or WF (Web Future)
4. Once highlighted click on 'Lines' and this will open the order.
5. Click on 'Shift Info' or press 'F1' so you can see what the item is.

Confirm and Cancel Future Order

1. Once you have visually confirmed that this is an order you wish to cancel, highlight each line and press 'delete'
2. The program will prompt you to press 'enter' to confirm deletion
3. The program will then ask you for Reason for the lost sale
4. Enter 'B' which stands for Manufacture Short and press 'enter' twice this will clear the item from the order.

Cleaning the Sales Order Queue

1. Once you have backed out of the individual order you can clean the queue by highlighting the now zero dollar.
2. Press 'Delete' and this will remove it from the “Work with Sales Order – Header View” screen
3. Continue until all old future orders are cancelled

• Please note that buyers might make exceptions to this rule such as do not delete specific items for a different allotment of time.