Solicitation of Customer Information
Access
Page Headings: Rules for
Requirement, STORIS
Settings, Order
Validation - Initial Entry, Order
Validation - Upon Final Save
Certain states prohibit the solicitation of personal
customer information when it is not required by the sale. This topic covers
the basic rules and STORIS information for this requirement. If subject
to this requirement, an order can be created where the customer is only
required to provide their name without any other information, such as
address and phone number.
Rules for Requirement
If subject to this requirement, a salesperson is not
permitted to solicit personal customer information or use an existing
customer account if the sales order meets all of the following criteria:
The order is a Customer Pickup
or Take With for which the customer is taking the entire order with
them.
Warranty lines are not present.
Payment has been made by credit
card only.
Customer is not using a resale
license.
No merchandise is back ordered.
If any of these criteria are NOT met, the order entry
process continues as usual. For example, if all criteria are met but the
order is a delivery, the requirement is not enforced.
STORIS Settings
Because solicitation of personal customer information is based on state,
these STORIS requirements and methods are based on the store location
of the sales order. If the store location is not subject to the requirement,
the order process is not affected by these rules.
Warehouse/Store Location
Settings - Prohibit Customer Personal
Information when not Required by Sale. This is a STORIS-locked field.
When this setting is checked, sales orders created for this store location
that meet the requirement criteria automatically generate a new customer
that only requires the customer's name. The default for this setting is
unchecked.
Electronic
Service Settings - Address Verification Settings (AVS) for credit
card purchases cannot be active.
Point
of Sale Control Settings - The Sales
Orders, Exchanges, and
Returns fields under the Fulfillment
Methods section. Although not required, STORIS recommends setting these
three settings to "No Default." Note that this is only a recommendation
and is not enforced.
Order Validation - Initial
Entry
Upon initial entry of an order, validation is performed on the customer
information. When the Prohibit Customer Personal Information when not
Required by Sale setting is checked, the Customer field in the Enter
a Sales Order process is inaccessible.
The Store must be selected prior to selecting Fulfillment Method. Once
the Fulfillment Method is specified, the Store field becomes inactive.
If the Store and Fulfillment Method meet the requirement, the Is
Customer Address Required window opens. (However, this window is bypassed
if the Sales Order, Exchanges, and/or Returns fields in the Fulfillment
Methods section of Point
of Sale Control Settings are set to either Customer Pick Up or Take
With. In this case, a customer can be entered without restriction.) If
the "None of the Above" option is chosen and the user clicks
Save, the Enter
a Customer Name window opens. Once the Enter a Customer Name window
is completed and Saved, the user is returned to Enter a Sales Order where:
The Customer field remains
inactive.
A new customer is automatically
generated for that customer name. The Customer ID has a prefix of
"TW" (e.g. TW88123804). Address Line 1 is set as "No
Address Required"; the City, State and Zip is populated with
the information from the Store Location.
The new customer assigned
to the order is not accessible for future orders. An error is returned
if the Customer ID is entered directly when attempting to add this
customer to a delivery order. Validation is performed via the Validate Name Prefix setting in
Point of Sale Control Settings. These customers are treated the same
as Quick
Sale Customers.
The newly assigned customer
may be accessible if a change to the order is made that requires the user
to enter a valid address. This is determined once the final Save
is applied to the order. If a valid address is required,
the user is brought to the Update
a Customer Address window, where a valid address must be entered in
order to successfully save the order. If the user Exits or does not provide
a valid address, a message is presented that includes the reason the address
is required. Once the address is provided, the order is saved and the
reason for the address is logged as order comment(s).
Order Validation -
Upon Final Save
In addition to the initial validation, saving the order initiates a
validation process as well. This addresses scenarios in which the order
is changed from requiring a valid customer account to prohibiting a valid
customer account and visa versa. The below also includes additional information
concerning different order types. Note that there is special consideration
when there is a balance due on the order.
Sales Order
If an order was saved in a
manner that allowed a customer address, but was then subsequently
modified where an address was prohibited, the user is permitted to
save the order. In this
case, the order comments record why the customer address was associated
with the order. Additionally, the User ID is logged in the order and
associated with a time stamp. This information is accessible via Create a Report using
the ORDER, INVOICE.HOLD or VOIDED.ORDER files. If the order is modified
again in a manner that requires an address, the User ID and Time Stamp
is removed.
Balance Due
An
order for a customer with no valid address cannot have a Balance Due
greater than zero. If so, an error message appears. The balance either
must be paid or the order deleted. If deleted, any credit card charges
are voided.
An
order for a customer with no valid address with a negative Balance
Due can be saved but a refund is required. A warning message appears
that asks to retain the order number as a reference for the refund.
While the refund for the customer is permitted, new orders are not
allowed for the customer.
Return
When the original invoice
does not have a valid customer address, the return is validated for
the need for a valid customer address. A valid customer address may
be needed if, for example, the return is a pick up from the customer's
home that requires the customer's address.
If an address is required,
the user must enter a valid customer address in order to save the
return. Once the address is provided, it is applied to the original
order's customer code as well as the original order. The original
order is updated with the following order comment, "A valid customer
address was required for this order due to Return." Since a valid
address is associated with the customer, the customer is accessible
for future delivery orders.
Returns with no specified
original invoice always require a valid address.
Balance Due
Returns
associated with a customer with no valid address must have no balance
due (zero balance). If the full amount has not been refunded, the
return cannot be saved and a warning message appears. Either the full
amount can be refunded or the return deleted. If a 2-click refund
has been applied, deletion of the order voids the refund.
Exchange
When the original invoice
does not have a valid customer address, the exchange is validated
for the need for a valid customer address. A valid customer address
may be needed if, for example, the Fulfillment Method is set to a
delivery.
If an address is required,
the user must enter a valid customer address in order to save the
exchange. Once the address is provided, it is applied to the original
order's customer code as well as the original order. The original
order is updated with the following order comment, "A valid customer
address was required for this order due to Exchange." Since a
valid address is associated with the customer, the customer is accessible
for future delivery orders.
Exchanges with no specified
original invoice always require a valid address.
Split exchanges are not permitted
for a customer without a valid address. The Split Exchange extra Actions
option on the Customer page of Enter
an Exchange is inactive.
Balance Due
Exchanges
associated with a customer with no valid address must have no balance
due (zero balance) or the order can be deleted. If the balance due
is positive, the remaining payment is required in order to save the
exchange or the order can be deleted. If the balance due is negative,
a full refund is required. The exchange cannot be saved and a warning
message appears. In this case, the user must perform a 2-click refund
in order to successfully save the exchange.
If
a credit exchange and 2-click refund has been applied, deletion of
the order voids the refund. If a debit exchange and a credit card
payment has been applied, deletion of the order voids the payment.
For
a credit exchange, the order must be deleted since a post of AR is
not possible.
For
a debit exchange, either the order's balance must be paid or the order
must be deleted. Debit exchanges cannot be saved.
Service Order
Sales Quotes and Layaways
An address is always required
for sales quotes and layaways. Once converted to a sales order, the
Is Customer Address Required window opens. If the user chooses the
"None of the Above" option, the quote/layaway cannot be
converted. In order to proceed, the quote/layaway must be deleted
and a new order must be created.
In order to allow a refund due to a negative balance or deleted order,
STORIS requires that the customer become a standard customer. However,
the Inactive Date field
in Advanced Customer Settings
is set so that new activity is not permitted and an error message appears
when a new sales order is attempted for that customer. Because of this,
if a return or exchange is required, the Inactive Date must be temporarily
removed in order to process the return or exchange.