Updating Customer Information

From time to time, the need arises to modify customer or shipping information.

This includes:

NOTE

Online customers are only required to enter shipping information if orders are to be shipped.

Where can customer information be edited?

Customer information can be modified in three locations

1. The Service panel

2. Orders Mode

3. tsPortal

The choice of where to modify the customer details will largely depend on whether the order has been downloaded or not, and to a large extent, the user’s personal preference.

Orders Mode and tsPortal can only be used if the order has been downloaded, whereas the Service panel edits the information on the web server itself and requires the order to be either downloaded or re-downloaded the order to see the changes in the desktop applications.

Though the process is similar, there are some differences when making the changes to customer responses to prompt fields.

The service panel

Editing customer information in the Service panel modifies the data directly on the IOS server.

To modify customer or delivery information:

1. Log in to the IOS service panel

2. Select the Orders object

3. Using the Search window, find the order to be modified

4. Click the Order Key to display detailed information about the order

5. Click the edit (pencil) icon for Customer or Delivery as required

6. Edit the information as needed

7. Click the Update button to submit the changes

Redownloading the order

If the order has not yet been downloaded, the modified information will simply be part of the order when it is downloaded.

If the order has already been downloaded, it will be necessary to redownload the order so that the modified customer information replaces the incorrect information already in the local database.

To redownload the order.

1. In the Service panel, enter the Order detail as per above

2. Under Status, select Mark to redownload

3. Click Update to submit the change

4. The order will redownload in the next download action and replace the previously downloaded order

Warning !

Redownloading an order, deletes the previously downloaded order and removes any products for the order from the queue. The order then downloads again with the modified customer information. If the order is an Identify order it will need to be re-identified.

For this reason, many users prefer to modify customer information in tsPortal or Orders Mode. They may choose to also modify the data online in the Service panel but not redownload the order. This makes the data consistent between the online and local database but avoids the need to re-identify and re-process the order.

Orders Mode

All customer-based orders (online orders and customer paper orders) appear in Orders Mode. This is true regardless of the order processing method (pre-orders or Fulfill).

It is therefore possible to make changes to customer information from within Orders Mode even for orders that have been downloaded to Fulfill.

To modify customer information for an order:

1. Open the job in question and navigate to Orders Mode

2. Select the View all orders tab

3. Find the order

4. Double-click the header line of the order

5. The Customer window will open

6. Edit the information as desired and click OK to submit the changes

tsPortal

It is possible to make changes to multiple types of information in tsPortal, including the customer email, bill to, and delivery information.

To make changes to the Billing or Delivery information:

1. Find the order that needs to be altered

2. Click on the desired Delivery to or Bill to column headers; this opens a dialog window where the information can be updated.

3. Click the field that needs to be adjusted and make the changes

4. Click OK to save the changes

NOTE

It is possible to make a change to the customer’s delivery email simply by using the field on the main screen.