Case Management - Change/ Cancel form enhancement (Oct 2024)

Change/ Cancel case forms have been improved. In order to have all the information to process the request we've added some questions and so that the forms are also more user friendly. Overall, this will improve efficiency and may reduce the time for the Customer and for Customer Service.

When you enter the PO or Order Number, you will now be required to select which order line(s) you want to Change or Cancel. Upon selecting the order and its order lines will load the input fields of the case form for all Change/ Cancel request types which is seen in Return/ Replace during May 2024. This is also the same behavior we added to the Expedite case forms in Nov 2023.

Some of the other salient features are

Add Quote and Add Buying Program are now separate independent forms.

• User can now submit quote-based case form where the Order requires to be updated with correct quote if incorrect quote was mapped or if order has no quote and needs quote to be added.
• Similarly Buying Program can also be requested to be updated for the order using Add Buying Program to Existing Order form.
• Both Add Quote and Add Buying Program can be applied for Open as well as Closed orders as the need be.

DNSB case form has validated date range selector which has latest day as two days from current day to 6 months. This is for United States and 3 months date interval for Canada region.

Change Ship to Address request type form is made available to United States users only.

Under the Change/ Cancel case forms the following enhancements are continued as that from Return/ Replace case forms. 

• Change in Ship to Address captures detailed information for address and who should be notified upon order arrival. When the change in address is requested in the form, the address fields become mandatory to submit the case.

• Attach files or photos
  • Users can now upload files and photos during case creation. Files or photos can be uploaded if they meet the following conditions:
    • Formats supported are JPG, PNG, GIF or PDF
    • Files size must be within 3MB
    • 5 files can be uploaded against a case