Overview

Assure now provides the feature of Customer Support Panel which provides options to update the Outward Orders. This screen can only be accessed by the users who have both oms.csr and cims.csr roles configured through Increff Account server.

Functionalities

The following functionalities are available in Customer Support Panel screen for a person with CSR role (oms.csr and cims.csr):

• Search outward orders through filters

• Cancel an outward order

• Unhold an outward order

• Cancel outward order line items

• Update the Payment Type

• Update Order Remarks

• View and update the Billing and Shipping addresses of orders

Search Outward Orders

Following are the steps to open the Customer Support Panel screen and search for orders:

1. Click on the Customer Support Panel icon from the Assure Homepage.

2. The Outward Order(s) can be searched through the set of filters available on the screen.

⚠️ NOTE: The Customer Support Panel screen can also be accessed from Assure OMS Homepage under the Customer Support category in case the user has access to the OMS module.

Figure 1: Customer Support Panel icon in Assure Homepage

Figure 2: Customer Support Panel icon in OMS Homepage

Figure 3: Customer Support Panel screen with search filters for Outward Orders

Cancel Order

Following are the steps to Cancel an Outward Order:

1. Go to the Customer Support Panel screen

2. Search the Outward Order using the search filters

3. Expand the Outward Order by clicking on the Order ID

4. Click on the Cancel Order button

5. A confirmation popup will be displayed on the screen

6. Click on the Yes button in the popup

Figure 4: Cancel Order button in Customer Support Panel screen

Figure 5: Confirmation popup to cancel the outward order

Unhold Order

Following are the steps to un-hold an Outward Order:

1. Go to the Customer Support Panel screen

2. Search the Outward Order using the search filters

3. Expand the Outward Order by clicking on the Order ID

4. Click on the Unhold Order button

Figure 6: Unhold Order button in Customer Support Panel screen

Cancel Order Line Items

Following are the steps to Cancel the line items of an Outward Order:

1. Go to the Customer Support Panel screen

2. Search the Outward Order using the search filters

3. Expand the Outward Order by clicking on the Order ID

4. Expand the Order Line Items section

5. Click on the Cancel Line Items radio button

6. For line item-wise cancellation:

   1. Select the checkboxes provided against each line item

   2. Click on the Cancel Selected Line Items button

7. For quantity-wise line item cancellation:

   1. Click on the Cancel Line Items Quantity-wise toggle button present on the right side of the screen above the line items table

   2. Enter the Quantity to be cancelled in the text box

   3. Click on the Confirm button

Figure 7: Option to view sub-order details and order line items along with ordered and cancelled quantities

Figure 8: Cancel order line items through checkboxes

Figure 9: Cancel order line items quantity-wise

Update Payment Type

Following are the steps to update the Payment Type of an Outward Order:

1. Go to the Customer Support Panel screen

2. Search the Outward Order using the search filters

3. Expand the Outward Order by clicking on the Order ID

4. Expand the Order & Channel Details section (expanded by default)

5. The Channel Details are present at the right side of the section

6. Click on the pencil icon next to Payment Type

7. Update the Payment Type as COD or NCOD using radio buttons.

8. Click on the tick icon

⚠️ NOTE: Updation of the payment type is allowed only before the order is packed.

Figure 10: Option to edit Payment Type

Figure 11: Update the Payment Type by clicking on the tick icon

Update Remarks

Following are the steps to update the Shipping / Billing address of an Outward Order:

1. Go to the Customer Support Panel screen

2. Search the Outward Order using the search filters

3. Expand the Outward Order by clicking on the Order ID

4. Expand the Order & Channel Details section (expanded by default)

5. The Order Remarks is present below the Order Details and Channel Details

6. Click on the pencil icon next to the Order Remarks field

7. Update the order remarks in the text box

8. Click on the Update Remarks button

⚠️ NOTE: The Order Remarks can only accept text with a maximum character limit of 250.

Figure 12: Option to edit Order Remarks

Figure 13: Update the Order Remarks by clicking on the Update Remarks button

View and Update Shipping and Billing Address

Following are the steps to update the Shipping / Billing address of an Outward Order:

1. Go to the Customer Support Panel screen

2. Search the Outward Order using the search filters

3. Expand the Outward Order by clicking on the Order ID

4. Expand the Party Details section

5. The encrypted Shipping and Billing addresses are visible on the screen

6. Firstly, view the decrypted Shipping / Billing address by clicking on the eye icon at the bottom line of the respective address.

7. Then edit the Shipping / Billing address by clicking on the pencil icon at the bottom line of the respective address.

8. Edit the Address details in the popup and click on the Update button.

⚠️ NOTE: Updation of the billing or shipping address is allowed only before the order is packed.

Figure 14: View the decrypted Shipping / Billing address by clicking on the eye icon

Figure 15: Edit the Shipping / Billing address by clicking on the pencil icon

Figure 16: Update the address fields in the popup and click on the Update button