When you accept an order, Vision performs a credit check on the customer. The manner in which the system checks a customer's credit is governed by the data set up on the Accounting screen of the Customer Maintenance tab. A credit issue is present under the following sample scenarios:
The customer is on credit hold. (The customer is on credit hold when the Customer on Credit Hold check box is selected for the customer on the Accounting screen of the Customer Maintenance tab.)
The customer exceeds his or her credit limit. (The customer's credit limit is indicated in the Credit Limit field on the Accounting screen of the Customer Maintenance tab. The calculation used to determine whether the customer exceeds the credit limit is indicated in the Credit Method drop-down list on the Accounting screen of the Customer Maintenance tab.)
If the result of the credit check is unacceptable, the system displays the Credit Held Order dialog box with details about the credit check if you have the proper security privileges. You have the opportunity to resolve the credit check issue immediately. If you do not resolve the credit check issue, or if you do not have the proper security privileges, a credit hold is placed on the order. 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.
The Current Order screen on the Customer Service tab is where the system notifies you if the order you are entering is on credit hold. Orders that are still on credit hold are listed in My Follow-up queue on the Home Page screen of the Home Page tab.
Note: To remove a credit hold for an 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.
Note: One other example of a credit check issue occurs when (1) the customer is paying for part or all of the order with a credit card, and (2) the company is set up to place all credit card orders on credit hold. (Vision Back Office is where you can specify that all credit card orders for a company are placed on credit hold automatically when a credit card order is accepted on the Customer Service tab: The Credit Card Hld field in Company File Maintenance must be set to Y to enable this feature.) This type of credit check — for credit card orders — is handled differently than the other two types of credit issues. For more information, refer to Credit card orders on credit hold.
When you accept an order on the Current Order screen of the Customer Service tab, Vision performs a credit check on the customer.
If the system determines that the customer is on credit hold, the order is placed on credit hold if the Credit Hold Override job function is not assigned to one of your roles. In addition, 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.
If the Credit Hold Override job function is assigned to one of your roles and the system determines that the customer is on credit hold, the Credit Held Order dialog box is displayed. (Click Credit Held Order dialog box to see a sample.) In this scenario, you have several options for proceeding:
If you would like to keep the order on credit hold, select the Leave Order on Credit Hold option. The order will remain on credit hold until you resolve the credit check issue. Vision will automatically create a new follow-up activity for this order and add it to the appropriate individual's queue on the Home Page screen of the Home Page tab. Note that you may be able to resolve the credit issue if you reduce the order total by removing line items from the order.
If the customer is going to pay cash at delivery time for the order, 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 remove the credit hold, select the Authorize the Order option.
If you would like to cancel the order entirely, select the Cancel the Order option.
After you have made your selection, click the OK button.
If you selected the Leave Order on Credit Hold option, you may be able to resolve the credit issue if you reduce the order total by removing line items or changing the quantity of a product. (For details on how to do this, refer to Remove a product from the current order or Change the quantity of a product for the current order.)
When a credit hold has been removed, Vision automatically removes the follow-up activity from the queue on the Home Page screen of the Home Page tab.