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1. Order Entry ....................................................................................................................3

1.1 How To Enter a CD Order ........................................................................................3
1.2 Tips for Order Entry ...................................................................................................7

2. Order Entry Tips & Recommendations .........................................................7

2.1 Tips for order entry.....................................................................................................7
2.2 Suggested Entry Process ............................................................................................7
2.3 Common Problems .....................................................................................................8

3. Credit Cards ................................................................................................................10

3.1 Using Credit Cards in Oracle .................................................................................10
3.2. Updating Customer Credit Card information ...................................................13

4. Use of Non-Inventory Items (Refund, Invoice and Discount) ...................16

4.1 How to return shipping on a customer ................................................................16
4.2 Creating an additional charge in Oracle for a customer: ..................................19

5. RMA’s.............................................................................................................................20
5.1 Cases for returning shipping to customers .........................................................20
5.2 How to handle exchanges .......................................................................................20
5.2.1 How to handle exchanges when customer changes his/her mind: ............20

6. Additional Oracle Processes ..............................................................................25

6.1 How to assign separate billing/shipping addresses .........................................25
6.2 How to assign contact information .......................................................................26
6.3 How to create contact information ........................................................................26
6.4 How to change payment terms on an entered line item...................................27
6.5 How to pull up header using customer number ................................................28
6.6 How to find tracking number.................................................................................29
6.7 How to cancel an On-line subscription ................................................................29

7. Cancel Orders.............................................................................................................30
7.1 Procedure to cancel orders after they are picked ...............................................30

8. How to print Invoices for Kiosks....................................................................33

9. How to Log a Quickbase ......................................................................................35

10. Holds: Types and Usage…………………………………………..36

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1. Order Entry

1.1 How to enter a CD order in Oracle OM

1.1.1 Open Quick Sales Order Form

Navigation Path  FLT OM Sales User  Orders, Returns  Quick Sales
Orders

1.1.2 Enter Customer Name (TAB) (if customer already exists the information
will automatically come up, if not, enter customer information.) Note: If the
customer info pops up, check to make sure it’s the same person. There could
be multiple persons with same name. Check for Customer Category: Retail
and Class: Direct
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1.1.3 Enter RDIR Standard for order type

1.1.4 Enter Sales Person Name or No Sales Credit for Web orders
1.1.5 Price List is automatically entered

1.1.6 Enter Sales Channel, Call Center or Web depending on the sale
1.1.7 Enter Immediate for Payment Terms
1.1.8 Fill in generic and specific sales leads as appropriate to the order
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1.1.9 Enter shipping method (Domestic, USPS, or International)

1.1.10 Freight Terms-flat, manual or complimentary
1.1.11 Enter credit card information
1.1.12 Enter line item (Lang.-level (L1, L2, LS)-PR-S)

1.1.13 If there is a coupon code go to Actions and click on Edit Promotions/Pricing

1.1.14 If no coupon code exists override the price manually
1.1.15 Double check all prices match (product, shipping, total)
1.1.16 Book Order

1.1.17 Make note of customer number and Order number. If credit card declines
e-mail the customer and let them know. You can verify this using Actions
button and selecting Additional Order Information.
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2. Order Entry Tips & Recommendations

2.1 Tips for order entry

2.1.1 Double check the order for accuracy after the header is created and after the
line is created

a) Make sure shipping method is correct

b) Make sure phone number was entered
c) Make sure address is correct
d) Make sure discount code is entered

2.1.2 If any error is made where the header needs to be changed either delete the
order from the system or delete all lines and start again

2.1.3 If there is ever a question as to whether or not a customer is already in the

system error on the side of caution

a) Ask customer if they have ever ordered from us before

b) Search via customer standard form using last name, zip code, and state
(anything else that looks distinct can be used as well such as e -mail
address)

2.1.4 Save frequently (Ctrl + ‘S’ is an easy shortcut) especially after entering PTO
models / also known as configurator item orders.

2.1.5 If sales person is not correct on the order level, take the time to change that
sales person at the customer level as well (that way the change will be
permanent in the system rather than just localized to one order)

2.1.6 Always create RMA’s that reference a previous order using the copy
function

2.1.7 An RMA should never be for more money than the customer paid
originally, do not refund freight unless we have made a mistake when
placing the order.

2.1.8 Do not hit the book button until you are 100% confident that your order is
correct

2.2 Suggested Entry Process

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2.2.1 If order is on paper, do a preliminary scan and highlight anything that

could be problematic on the order (international, shipping method, priority,
discount code, etc)

2.2.2 Create the order header in Oracle (using the standard customer field to
create the customer if necessary)

2.2.3 Once header is created, perform a quick check to make sure everything is
entered correctly

a) Check bill to and ship to addresses

b) Check to see that shipping method matches the ship to address
c) Check freight terms
d) Check payment terms
e) Check priority
f) Check PO #
g) Check pricelist
h) Check instructions fields
i) Check that sales person is correct

2.2.4 If everything is correct, enter the lines on the order saving frequently

2.2.5 Check lines to ensure that they are correct (you may also want to scan the
header again at this point)

a) Discount codes are entered

b) Price is correct
c) Items are correct
d) Any custom items are configured
e) All items are present

2.2.6 If there are any problems with the either the lines or the header, either
delete all lines and then re-enter them or cancel the entire order and start
again

2.2.6 If lines are correct, move back to the header and check to see that the pricing
information is correct

a) Correct shipping charges

b) Correct item charges
c) Correct tax (once it is implemented)
d) Any appropriate discounts have been applied
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2.2.8 Once you are sure that the order has been entered correctly to the best of
your knowledge, hit book

2.3 Common Problems

2.3.1 Shipping couriers to a PO Box (must use USPS)

2.3.2 Shipping domestic methods to a foreign country
2.3.3 Cannot ship next day or two day to Canada
2.3.4 Cannot create duplicate customers
2.3.5 Order header does not always match order lines, it should always match
2.3.6 RMA’s do not always reference the original order
2.3.7 Phone numbers are not entered for international orders
2.3.8 Credit card double reserves on customer’s account
2.3.9 Late discount code entry
2.3.10 Sales person entered is not always correct
2.3.11 Bill To and Ship To fields are not correct
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3 Credit Cards

3.1 Using Credit Cards in Oracle

Navigation Path: FLT OM Master  Update Credit Cards

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Query all records using Ctrl + F11

Go to record “Credit Card Bank” where Branch name is “Credit Card Branch” and
does not have Inactive Date using down arrow
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Click on Bank Accounts to open the form

3.1.2 To update an expiration date:

a) Use F11 to query the customer’s name
b) Verify the credit card number, change the “Inactive On” field and click
save.
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3.1.3 To add a completely new card:

Click on the green plus button in the tool bar, fill in:
Name: Customer’s name
Account Use: Customer
Number: CC number
Currency: USD
Inactive On: Expiration date (day-month-year)

3.1.4 To add a new card for someone that already has one in the system, but is
expired:
a. Use F11 to query the customer’s name
b. Delete the “Inactive On” field for the current card
c. Follow instructions to add a new card
(if the customer wants to add a new card and the old card is not expired,
do not delete the “Inactive On” field, just follow the directions to add a
new card)

3.2. Updating Customer Credit Card information

Anytime you add a new card to a customer’s record it needs to also be added in
Customers Standard.
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3.2.1 Search for correct customer

3.2.2 Open the primary bill to address

3.2.3 Click on “Accounts” tab
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3.2.4 If there is already a card for the customer, make sure the “primary” box is no
longer checked.

3.2.5 Click on the next line and put in the name the credit card is under which will
pull up a list of credit cards for that customer.

3.2.6 Double click the correct card, mark primary and save.

3.2.7 You will also have to go into Accounts under the header and change the
primary card there.
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4. Use of Non-Inventory Items (Refund, Invoice and Discount)

4.1 How to return shipping on a customer

4.1.1 Query the original order.

4.1.2 Actions  Copy  Open a new window

4.1.2.1 (First Tab = Quick Copy Screen) Enter an Order Type as (RDIR or
HD) RMA
4.1.2.2 (Third Tab = Copy lines Screen) Uncheck Include Lines Check box
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4.1.2.3 Hit OK. It will create a new order. Note down order number and
make sure to hit Continue button otherwise the order won’t be created.

4.1.3 Query the new order number.

4.1.4 Enter the Freight Terms as “Manual”.

4.1.5 Enter the line as “REFND-ITEM” with Qty as -1 and make sure price shows
0.00, enter Return Reason.

4.1.6 Save the order.

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OM - Oracle Order Management Training Manual OracleApps88

4.1.7 Put the cursor now in the charges field.

4.1.8 Actions -> Charges -> Opens a Freight charges window.

4.1.8.1 Enter the appropriate freight charge to be returned with a –ve sign.
E.g. if 6.95 to be returned then enter -6.95.

4.1.8.2 Enter the appropriate reason on this freight line.

4.1.8.3 Hit Apply.

4.1.9 It will save and close the freight window.

4.1.10 Book the order. It should successfully book the order.

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4.2 Creating an additional charge in Oracle for a customer:

This will be a rare case for our language learning customers, but happens mostly
in case of Kiosk employees entering the orders / order amounts less than what
was actually charged.

This case is also applicable for charging people for one time charges such as
services outside our language products.

In this case, take following steps:

4.2.1 Create a new order by copying it from the original order, but do not
copy lines.

4.2.2 Make sure you change the price list to FLT Master Price List

4.2.3 In the new order use INVCE-ITEM as a line item and then put the
amount to be charged to the customer on that line.

4.2.4 Book the order.

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5. RMA’s

5.1 Cases for returning shipping to customers

Here is brief note about how these RMA’s should be handled.

RMA’s should be always be created by copying from an original order. This

enables us to link it to original order. If an original order has taxes and shipping
charges, both of those can not be returned in one RMA.

a) In most of cases we do not need to return the shipping charges, but only
taxes. In this case create an RMA by copying it from an original order and
copy everything (allow lines to get copied.) This will create an RMA
without any shipping charges on it, but should have all the line amounts as
well as tax returned. If this does not work, please let us know.

b) In case you need to return a partial refund, still you should copy it from
original order (and do not copy lines). Then add a REFND-ITEM to return
the appropriate amount and add a tax line to return the appropriate tax on
partial refund. 2nd Line item is “Tax”

c) In case where you need to return the shipping charges as well as taxes, you
will have to create 2 RMA’s. One for line charges and tax, which will use
the procedure as explained above in step 1. And second RMA will be
created for returning shipping charges. This RMA will be created without
copying the lines. It will use REFND-ITEM as line with zero prices on it and
then return the shipping charges on it.

Make sure you change the price list on copied orders to the FLT Master Price List.
This is applicable only for copied orders for creating RMA’s and not all the copies.

5.2 How to handle exchanges

5.2.1 How to handle exchanges when customer changes his/her mind:

a) If the exchange order is to be done because the customer made an error in

ordering or changed his/her mind last moment, we will charge him/her
for the second order even though it’s an exchange of product

b) We will create a brand new order (charge customer on it) and an RMA
against the original order
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c) We will not close this RMA automatically as we need to receive the physical
product and till that point we “will not” refund money

5.2.2 How to handle exchanges when we make a mistake:

a) If the exchange order has to be created because we made a mistake in

shipping it out or carrier damaged it, we will not charge him/her for the
second product that will be shipped out, we will refund using an RMA.
b) We will create a brand new order with correct product to be shipped out
with complimentary terms on it, so that customer is not charged second
time. We will first make sure this order is shipped out.
c) Now, we will make an RMA against this newly created order, by copying
it fully (header and lines). What this will do is: it will show a product is
coming back and zero dollars to be returned.
d) Email RMA Receiving Staff, Accounts Receivables and Inventories
Manager with all 3 order numbers. Specify that we will receive a product
which will not be what RMA says.

5.2.3 How to handle change in payment terms from immediate to 5 month

installment

a) This procedure is to be used only when 5month installment order is entered

by mistake as an immediate order. What it means is: customer is charged
full amount instead of 1/5 th amount he was supposed to be charged. This
is our mistake.
b) We will create an RMA by copying from original order, but not copying
lines on it. Once this RMA is created, put a Refund item on it, with full
amount to be returned. This will return customer the full amount.
c) Once RMA is successfully created, create another order by copying it from
problem order and not copying lines. Then make sure, you change the
payment terms on this one to 5 month installment.
d) Now, add line item as Invoice Item and assign it amount equal to 1/5 th of
total amount. We will charge customer through this order.
e) Email Accounts Receivables Staff about this order, so that they are aware
why this order is created.
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5.3 How to create an RMA

a) Open the Quick Sales Orders form

b) Query on the customer order

c) Go to actions  Copy
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d) Change the Order Type to RMA

e) Enter the return reason

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f) Copy the new Order number and click continue.

g) Enter the item subject to return

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h) Book the order

6. Additional Oracle Processes

6.1 How to assign separate billing/shipping addresses

Click on Address Details and this will open a new window

You can enter now the desired Ship To and Bill To Addresses for this
particular order.
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6.2 How to assign contact information

Navigate to Contact field and open the LOV (list of values), query on the
contact information and select the desired person.

6.3 How to create contact information

To create contact information you must navigate to the Customers

Standard form and query on the customer, on contacts tab you can define
the names and you will need to define the contact role on the next tab.
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6.4 How to change payment terms on an entered line item

Go to Pay Terms field and open the LOV, choose the new pay terms, make sure to
change the header payment terms first and after lines payment terms.
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6.5 How to pull up header using customer number

Open the Quick sales order form

Press F11 to enter query mode, enter customer number on the customer
field

Press Ctrl + F11 to execute query

The query will show all the orders for that customer.
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6.6 How to find tracking number

Query on the order and open the Flexfield for Additional Header
Information.

6.7 How to cancel an On-line subscription

Create a new complimentary order with Item OSUB-REN-CANCEL and

enter the license number on the Flexfield ‘Additional Line Attribute
Information’
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7. Cancel Orders

7.1 Procedure to cancel orders after they are picked / printed in shipping

Go to FLT OM Master  Shipping  Shipping Transactions

Enter the order number and tab through. This will auto-populate the range.

Hit enter (or click find) to bring up a form which shows all the lines with their
statuses e.g. picked or backordered

Look at the delivery numbers if all delivery numbers are same, that means your
whole order is packed in one delivery, if the lines have multiple delivery numbers
that means the order is packed in multiple deliveries / boxes.
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Choose a particular line; click the second tab at bottom of screen which says
“Delivery”. You will see a screen where the delivery address information
will be displayed. Now, at the bottom of screen, choose the select box and
choose “Ship Confirm”. Now, click the go button.

You will see a ship-confirm screen, where you have to choose “Backorder All”.
Click OK. ***Important*** you have to choose “Backorder All”. Otherwise, the
order will close.

What this has done, is pulled the order back from “Picked” state. If you
have multiple deliveries, you will have to backorder each delivery.

Close the transactions form and go to your usual sales order entry form.
Query this order.
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This order will now show lines as “Back-ordered” (which is a correct

behavior). Please double check this.

Now, you can go to actions and cancel the order header with usual
procedure using Actions button from the Sales Orders forms and selecting
cancel.

Provide a reason for the order cancellation.

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8. How to print Invoices for Kiosks

From FLT OM Master navigate to AR Functions menu  View Transactions 

Transactions

Enter to query mode pressing F4 and enter the order number in the 'Reference'
field, then execute the query pressing Ctrl + F11

Click on the 'More' tab and in the 'Print Option' field change from 'Do Not Print'
to 'Print', then save the transaction and make sure to copy or write down the
transaction number and close the transactions form.

From FLT OM Sales User go to Print Invoices or from FLT OM Master navigate to
AR Functions  Print Invoices Function.
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Select Single Request and click OK button

Query for the name of the request select FLT Invoice Print Selected Invoices and
click OK.

When the 'Parameters' window appears, enter the transaction number you wrote
down or copied into both the Transaction Number Low and Transaction Number
High fields. Then click OK.

Click the 'Options' button and select the printer you are going to print to and enter
1 for 'Copies' then click OK, finally click submit and the invoice will print.
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OM - Oracle Order Management Training Manual OracleApps88

9. How to Log a Quickbase

9.1 Go to: https://www.quickbase.com/db/main?a=signin to log into Quickbase

application.

9.2. Once you login, you will see all the links you have access to. Choose FLT IT
Technical Requests for all requests related to Oracle / MIS team.

9.3. Once you are in, go to top right corner and click Add new request. This will
open up a new page.

9.4. Date requested and requested by will be automatically filled in. Fill in your
department. Choose correct request type and then important part is choosing
“Oracle/MIS” option in the Request Item selection box.

9.5. Fill up the relevant info. in description upload any file / screenshot that yo u
may want to provide in there. Then go to bottom of the page and click “Save”. This
will create a new Quickbase request for you.

9.6. It is extremely important that you choose “Oracle/MIS” option in Request

Item selection box as this will send out an email to Oracle Team. If something else
is chosen, the request will go around, before it comes back us.

10. Holds: Types and Usage

How to know if an order is on hold?
First from the sales order or quick sales forms go to the actions button and selection "Additional
Order Information"

If the order is on hold you will be able to see it on the hold tab,
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If you scroll all the way to the right you will be able to see if the order has been released or not:

If the order has not been released the above fields will be blank, starting next Monday July 24th
you won't need to log Quickbases for Credit Card Holds as sales managers will be granted access
to release Credit Card Holds when a good authorization exists.

The following is an explanation on how the most common holds work:

1. Credit Card Authorization Hold

This means failed CC authorization and oracle will popup a message saying:
Wrong CC number / Expiry Date, Insufficient Funds or similar error on these
kinds of failed authorizations. Please make sure you read the message and not
just hit enter to get rid of the message. This mostly happens with RDIR vertical /
retail customers.

How to prevent this type of Hold:

If the Credit Card was rejected you will need to confirm the CC information with
the customer and update the CC info in Oracle and Save. If information is
correct, it will connect to the bank and get you correct authorization code.
*****Do not do process payment after you have saved the updated credit card
information and got an authorization.*****

This will contact the bank second time and put another hold on the order
because of a double authorization / fraud prevention mechanism we have in
place where: if a particular card number and info is sent to the bank twice within
interval of 1 minute, it will automatically decline the card, giving you oracle
message saying for fraud prevention it did put another hold on the order. Please
do not ignore this message.

We suggest checking that hold was indeed released after you have a successful
authorization and don’t assume it. For any reason, if do "Save" as well as
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"Process Payment" on an order there is a strong possibility that you do it within a

minute and putting another hold on the order.

2. Credit Limit / Credit Check Hold:

This means the customer has exceeded his credit limit with our company and he
has not paid the balance or the balance outstanding exceeds his credit limit with
our company. In this case as well, you will get a pop-up message from oracle
explaining this type of hold was put on the order. ***This type of hold only can
be released by accounting, please contact them if you have an order with this
type of hold***

3. Future Release Date

This type of hold means that an order has been set to be released at a later date in
future. This hold will not let the order print till we either release the hold
manually or the specified date is passed.

4. Stop Order
This order is meant to be used when an order that was on picked status needs to
be cancelled or modified.