Advanced search criteria for orders

Advanced orders

Customer service representatives can use advanced search features in the Order Edit page of WebSphere Accelerator to locate customer orders. Advanced searches can be conducted based on the fulfillment center name, the payment protocol data, the status of the order items, and store name and category.

The customer service representative can search for orders with order items that will be shipped from a specified fulfillment center. The fulfillment center ID is defined by the system administrator during configuration. When an order item is allocated, backordered, or released to a fulfillment center, the fulfillment center ID is defined for that order item. In the advanced search panel, you can select from a menu of all the available fulfillment centers. When you choose a fulfillment center from the list, the fulfillment centers that match the ID are returned and can be selected.

Payment protocol data, such as a partial credit card number, can be used as a search criteria. For more details, see Using other payment protocol data to find orders.

Order item states can be searched to locate items within an order. Refer to Order item states for advanced orders for detailed information regarding order item states.

A customer service representative can search orders in multiple stores on a site or hub level. Site level includes all stores associated with a web site. Hub level includes all the hosted stores that are associated with a hub store. During system configuration, the site administrator assigns a store ID and category to each available store. An advanced order search can locate a specific store using the store ID as the search criteria because when an order is submitted, the store ID is associated with the order.

The customer service representative must be authorized to access the store level information before a store level search can begin. If a store does not have a store ID set by the site administrator, the search is conducted in all the stores that are authorized for the customer service representative. Using the store ID in the search criteria limits searches based on other criteria to the results from a specific store. For example, if a customer cannot recall an order number, the customer service representative can limit the search for the order information to that specific store and use the store's search function to complete the order search.

If an order is changed after a search, an automatic e-mail notification can be sent to the customer and customer service representative notifying each of the changed order.

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