Credit card orders on credit hold

Some companies place all credit card orders on credit hold automatically when an order is accepted on the Customer Service tab. (This feature is enabled for a company in Vision Back Office: The Credit Card Hld field in Company File Maintenance must be set to Y to enable this feature.) And every time a credit hold is placed on an order, the system generates a credit hold follow-up activity and routes it to the individual identified for the CreditHold event on the Event screen of the CRM Management tab.

When you receive a credit hold follow-up activity, check with the credit card company to obtain approval for the credit card order. If the credit card company approves the order, they give you an approval code that you can enter for the order to release the credit hold. If the order is not approved, you can place the order on COD or cancel the entire order.

Note: To remove a credit hold for a credit card order on the Current Order screen of the Customer Maintenance tab, you must have the proper security privileges. The Credit Hold Override job function needs to be assigned to one of your roles. Roles are assigned to users in the User Maintenance on the Security Maintenance screen of the Vision Configuration tab. For more information, refer to About roles and job functions.

To follow up on a credit hold for a credit card order

1. You can access a credit card order on credit hold in either one of two ways:

Option 1:

1. On the Home Page tab, click the Home Page button. The Home Page screen appears.

2. In My Follow-up queue, click the follow-up activity that pertains to the credit card order that is on credit hold. (CreditHold is listed in the Event column for an order on credit hold.) If the follow-up activity is not listed in the queue, you may need to adjust the viewing options of My Follow-up queue first.

Option 2:

1. Select the customer on the Customer Profile screen or the Current Order screen if you have not already done so. (For instructions on how to do this, please refer to Select a customer.)

2. On the Customer Service tab, click the Recent Transactions button. The Recent Transactions screen appears, and the Recent Transactions log at the bottom of the screen lists the transactions that have occurred.

3. In the Recent Transactions log, right-click the credit card order that has the credit hold and select Edit on the shortcut menu.

The Current Order screen on the Customer Service tab appears, and the credit card order on credit hold is shown. The Credit Held Order dialog box is displayed. (Click Credit Held Order dialog box to see a sample.)

Note: If the Credit Hold Override job function is not assigned to one of your roles, the Credit Held Order dialog box is not displayed, and you cannot authorize the order.

2. To proceed, you have several options:

• If the credit card company approved the customer's charge, select the Authorize the Order option. The Approval Code field becomes available.

In the Approval Code field, type the approval code provided by the credit card company.

• If the customer is going to pay cash at delivery time for the order instead of paying by credit card, select the Place Order on C.O.D. option. With this option, any previously entered credit card information is removed from the order.

When the order is delivered to the customer, the customer will be required to pay cash for the order.

• If you would like to keep the order on credit hold, select the Leave Order on Credit Hold option.

3. Click the Accept Order button.

4. If you have resolved the credit hold issue, Vision automatically removes the follow-up activity from your queue on the Home Page screen of the Home Page tab.