Applying for appeasements in the CSR tool
Appeasement is a post order capability which allows the Customer Service Representative (CSR) to provide discounts for order level, item level or shipping charges.
Note: The Apply appeasement feature is enabled for
non-headless stores from HCL Commerce version 9.1.13.0 onwards.About this task
From HCL Commerce version 9.1.14.0
onwards, CSR can perform appeasement on orders that are in the order received and
ready for processing (M), payment approved (C), inventory fulfilled (R), order
shipped (S) status, along with closed orders (C).
Note: You
can apply appeasements only once per order.
Procedure
- Open the CSR tool.
- Choose the relevant B2B or B2C store.
- In the order management section, click the Order Search button.
-
Enter the relevant details and click the Search
button.
A list of orders matching the search criteria appears.
-
Click the order for which you wish to add the appeasements.
Note: You can add order-level and item-level appeasements at the same time.
-
Click the Apply Appeasement button on the left-hand side
of the order details page.
Note: The Apply Appeasement button is disabled in case you have already applied appeasements for the order.
- For order level and shipping charges appeasement, select the percentage or amount of appeasement you want to apply using the slider. You can also enter the value in input box beside the slider and use the spin buttons to increase/decrease values.
-
For item level discounts, select the item/items for which you wish to apply
appeasements and click the Set Discount button on the top
right-hand side of the order items table.
Note: Appeasements for multiple items can be applied in percentage only.The Set Discount on Selected Items appears and the maximum cap for the item level discount is displayed on top of the window.
-
Use the slider to select the appropriate discount or enter the value manually
in the input box beside the slider.
The difference in pricing is reflected in real-time against the corresponding items.
-
Click the Confirm button.
The final appeasements applied to the order are reflected on the right-hand side of the screen under the order details section.
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Select the relevant justification for applying the appeasements.
Note: This is a mandatory step. The Finalize Appeasement button will not appear if you do not provide a justification for the appeasement.This enables the Finalize Appeasement button on the top right-hand side of the screen.
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Click the Finalize Appeasement button.
The system displays a confirmation prompt.
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Click the Yes button to confirm your changes.
Note: You can apply appeasements only once per order.Note: The appeasement amount is refunded to the customer via the original payment method used for depositing payments for the order.