Question: If shipping charges have
been applied and the order has been paid, what happens if the customer wants to
hand carry the item instead of having it shipped by the usual shipping carrier?
Answer: Select the task Show Full Line
Item Detail. On the Line Item Detail screen change the Fulfill Status to
“Pre-shipped and click Save. The shipping amount for the line has been deducted
from the sale amount, creating a credit balance. This can be used to pay for
any additional order charges or refunded.
Question: For an order with a
back-ordered line item, what happens when you pay by credit card?
Answer: The line will get a
preauthorization charge but will not be settled until the item becomes available
and the Line Status changes from "Back-order" to "Active"
via the INV635 batch process. You would then run the shipping process and the
next time you run settlement after shipping, CCP610, the card will be charged
and the receipt will be created.
Question: What happens if there is
not enough stock available for the product added to the order?
Answer: The system will prompt the
user either to create a back-ordered line or not add the product to the order. If
the user selects to create a back-ordered line, the Line Status will change to
"Back-Ordered" and the Back-Ordered inventory count will update
accordingly on the product. Once inventory is received and is added to the
product, the INV635 process must be run to change the back-ordered line items
to Active or Proforma respectively.
Question: When would you need to
manually change the Fulfill Status to Pre-shipped?
Answer: If the inventoried item is being
manually delivered or shipped outside of the normal Personify process.
Question: What happens when the
Ship-Via is manually changed after an order has been paid but not shipped and
does not have a packing slip?
Answer: If changing the ship-via results in a
change in shipping charges, a credit or balance will be added to the order, respectively.
If changing the ship-via results in a debit balance on the order, be sure to
notify the customer to receive payment.
Question: What happens to the
average unit cost when an INV product is returned?
Answer: Nothing. Average unit cost is
only changed when inventory is received.
Question: What will happen if I
manually override a shipping amount on one line of a multi-line order? How
will this affect the other lines?
Answer: If you manually change the
shipping charge, that line will no longer be considered in the shipping charge
for the rest of the order lines. Those lines that remain will be recalculated
as if the changed order line did not exist. If you need the other lines to
keep their original shipping charge, you must go back and manually change the
shipping charges for each line.
Question: What should I do if a
customer never receives their inventoried item?
Answer: Return the order line without
a refund or shipping and uncheck the Return to Inventory checkbox. Next, add
another line for the same product to the order. Then, open the Order Financial
Analysis screen and from the Invoice Summary tab, click Auto Adjust
Distribution. Doing so will automatically transfer the credit from the
returned line to the new line. Finally, ship the new order line.
Question: How do I stop an Active
order from shipping?
Answer: You must put the order on Hold
by right-clicking the line item and selecting Put On Hold. Only active order
that has not been fulfilled [Fulfill Status is "N"] can be placed on
Hold. To take the order line off hold, right-click the line item and select
Make Active. Recommendation: create a contact tracking record as a
reminder to take the order line off hold after contacting the customer.
Question: Is it possible to remove
tax after an order has been paid and shipped?
Answer: Yes, select the Block Tax
checkbox on the Line Item Details screen. If the order has been paid, a credit
will display on the order line. If the order has not been paid, the line item
amount will be reduced.
Question: Are shipping charges
added to an inventory order when a non-inventoried product is added to the
order and the Fulfill Status is Pre-Shipped?
Answer: No, shipping charges will only
be added if there are override shipping charges defined for the non-inventoried
product. Additionally, the product will not have any shipping charges and will
NOT be included in the calculation of shipping charges on other line items.
Question: What should I do if I
have an order for four items with packing slips, but only have three items in
stock and I want to ship the three items and back-order the missing item? This
occurred because the true inventory count was not coordinated with Personify
inventory counts.
Answer: From the Shipping Maintenance
(INV200) screen, open the appropriate order, and from the Orders Ready for
Shipment tab, changed the value in the Shipped column to three. Doing so will
prompt the system to ask if you want to back-order the missing item. Selecting
‘Yes’ will create a back-order line for that item. Then, click the Mark as
Shipped button to ship the three items.
Question: What will happen to my
shipping charges if I apply a 100% discount to an INV order?
Answer: If the shipping charges
defined for the org/org unit are based on price, when the 100% discount is
applied to the order, the shipping charges will change to zero. If the
shipping charges defined for the org/org unit are based on schedule or flat
rate, when the 100% discount is applied to the other, the shipping charges will
not be removed. However, if the product has any additional surcharges, the
surcharge will be removed with the 100% discount.
Question: What will happen to the
shipping charges if I add a line item to an existing order?
Answer: If shipping is defined for the
org unit to be calculated by schedule, Personify will recalculate the shipping
charges if there is no payment applied on the existing lines and if they are
not invoiced yet. The system will ask the user whether to recalculate the
shipping charges. If payment has been received on the line, then on addition
of a new order line, shipping charge will not be recalculated.
Question: What will happen if
shipping is manually applied to a $0 component line item?
Answer: When a zero priced INV product
is added as a Component to another product and an order is created for the main
product, if some shipping amount is manually applied on the component sub line,
it remains in the Payment information screen even on changing the receipt type.
Question: What will happen if I add
a product to an order that has been shipped?
Answer: If the product has shipped,
then changes made to the order that are not made directly to the shipped
product order line itself will not cause the order line discounts, tax or
shipping to be recalculated. However, changes made directly to the order line
– such as a price adjustment, blocking the sales tax, adding a discount or
coupon or changing the ship-via information – will cause the order line amount
to be updated.
Question: What will happen if there
is no inventory available for a sub line component that is part of a package?
Answer: If there is no inventory
available for a sub line component, which is a part of package, and Allow Back
Order checkbox is checked for that inventory component, then a back order will
be created and the available quantity will never reduce below zero.
Question: If I create an order with
a quantity of 14 for an INV product with an available quantity of 10, why does
the entire line go on back order?
Answer: The system is working as
designed. In order to split the line item into one active line with a quantity
of 10 and 1 back-ordered line with a quantity of four, you must run the INV635
batch process.