Reason Codes

Reason Codes

Info Module : Company Data
Path: Company > Company > Reason Codes
Topic : Reason Codes
Version(s) : Version 5.1 and up 
Editions : All Editions

What Are Reason Codes?

Reason Codes are pre-configured reasons that can be selected when an agent is utilizing an action item from the toolbar on the order detail screen OR when creating a script rule and performing the action of Hold Order for Review.

Making The Connection

Where Will I See This Within OLX?

Order Detail Screen

When on the Order Detail screen and selecting any of the action items buttons (see selection in red on the screen shot below) you are required to select a reason for performing the action. This reason is then noted on the Customer Detail Center under the CS Activity table.


Customer Detail Center

When editing a subscription (autoship/continuity) from the Customer Detail Center you are required to select a reason for the edit. This reason is then noted on the Customer Detail Center under the CS Activity table.




Script Rule Editor

When creating a script rule and using the Action Hold Order for Review you will have a list of reasons in a drop down. This reason is then noted on the Customer Detail Center under the CS Activity table when the rule is activated on an order.


What Reports Can Be Pulled?

  1. Customer Service Activity Report

What Imports/Exports Relate to Reason Codes

At this time there are no Import/Exports that relate to Reason Codes

Setup



Tool Bar

Utilizing the buttons on the tool bar  you can:
Go back to the previous screen 
Add new 
Print 
Minimize module 

Filter

You can use the filter options to narrow down the displayed selections.



Add additional filters by click the Add button 
Apply the filtered selections by clicking Apply Filter 
Remove the filtered selections by clicking Remove Filter 
To show inactive accounts in the displayed records check Show Inactive 
You can set the number of records to be displayed 


Add New

To copy an existing record, click on the copy button next to the record you want to copy.
To edit an existing record, click on the edit pencil next to the record you wish to edit.
To add a new record, click on the Add New button in the blue module bar.
A new window will pop up.

  1. Choose a code type from the Code Type drop down list - These correspond to the action items on the Order/Customer Detail Screen or Script Rule
    1. Enter the text to display for the reason code.
    2. Enter a description of the reason code.

    * To save the changes click the Save button .
    * To cancel any of the current changes you have made click the Cancel button .
          This will close the window without saving any changes.
    * To apply the current changes you have made click the Apply button .
    * To print the current window click the Print button .
    * To delete the selection click the Delete button .
          This will prompt you to make sure you want to delete this item.

    • Clicking OK will delete the selected item and close the window.
      Alert
      Delete is a hard delete function here. The Reason Code will be removed from backend tables and will not be able to be recovered.

    Reason Codes
    Copyright 2019
    Revised 5.7.2019