CWSP Only

Serenade

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:SERENADE PLACING AN ORDERǀ Step One: Type OEOM into the fast path.
SERENADE:PLACING AN ORDERǀ Step Two : Click OK or press enter.

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:SERENADE PLACING AN ORDERǀ Step Three: Click on the arrow next to the “Sold To” field.
:SERENADE PLACING AN ORDERǀ Step Four: Type the customers zip code/last name. Press OK or Enter

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:SERENADE PLACING AN ORDERǀ Step 5: If the customer is in our system, click on the customers name. If the customer is

not showing, click on “Create” or F6 on the keyboard.

Confirm the
address with the
customer before
selecting the profile.

:SERENADE PLACING AN ORDERǀ Step Six: If you selected a profile that is in the system you will be brought to the

“Customer Selection” screen. In this screen click on “Create Order” or press F6. If the customer was not in our system go to step seven.

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:SERENADE PLACING AN ORDERǀ Step Seven (A): Ensure Name, Street, Postal, City, State, E-mail and Phone fields are

filled out correctly. Once all required fields are filled, press enter on the keyboard or OK.

12 34 6
7
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1 Source Will be filled out with PHONE

2 Via This will be coded in specific to the type of shipping
requested.

3 Sales rep If a customer is calling in type 67. When placing “Charge

Send” the sales associate will provide you with the number.

4 Type P– will be used when placing an order for the customer.
Y– will be used when placing a “Charge Send.”

5 Calc In the case of a “Charge Send” you will remove the check
Freight from this field.

6 Arrival This can be changed if the customer is requesting for the item
Date to arrive at a later date. This is the date the order will begin to
process.
7 Sales Rep
Store For “Charge Sends” you will input the store number with a 0
in front of it. EX: input store 6001 as 06001

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:SERENADE PLACING AN ORDERǀ Step Seven (B): If the customers address is more than one line, use the EXPANDED

ADDRESS. You can add additional lines and this is where to put the apartment/suite numbers. Put the apartment/suite number in two
places. In the second address line and the apt/suite number line. Press enter when finished with the address.
If we are shipping to this address, go to step 10. If we are shipping elsewhere, go to step 8

:SERENADE PLACING AN ORDERǀ Step Eight: If we shipping to the store for a charge send or simply any where else,

select One Time Ship To or F14(Shift F2).

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:SERENADE PLACING AN ORDERǀ Step Nine: The one time ship to screen will look a lot like the expanded address. Enter

the address and press enter (twice) or click OK.

Put the Unit# in
both Places!

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:SERENADE PLACING AN ORDERǀ Step Ten: After you move past the address screen you will be brought to the detail

screen, you enter the items here. Type the item number in the ITEM field and press enter. This will bring up the inventory.

:SERENADE PLACING AN ORDERǀ Step Eleven : Type the size in to filter and then choose the option you need. If you

need multiple colors, use the select check boxes and then click select. If you need just one, you can click the blue link to select the item.

*** OK does nothing in this screen***

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:SERENADE PLACING AN ORDERǀ Step Twelve: Once you have entered all of the items for the order, you want to accept

the order by clicking on Accept or using F9. This will take you to the recap screen and also update the pricing.

:SERENADE PLACING AN ORDERǀ Step Thirteen (A): Provide the customer the order total and enter the form of

payment. You will need to enter the pay type number, the card number, expiration date and CSV. You can click the gray arrow for a list
of pay types. *** Brooks Private Label does not have Exp Date***

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:SERENADE PLACING AN ORDERǀ Step Thirteen (B): If the customer is using a gift or multiple forms of payment, choose

PAY METHODS (F15) from the recap screen.

:SERENADE PLACING AN ORDERǀ Step Thirteen (C): Enter the fist form of payment. If you are using a Gift Card or Mer-

chandise Credit, enter the number and then the SVC#. This is a 4 digit code on the back of the card. Then press enter.
If using multiple credit cards, enter the card, EXP and CSV as normal AND then put in the amount to charge.

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:SERENADE PLACING AN ORDERǀ Step Thirteen (D): After entering the gift card, check the box next to the card and

choose BALANCE INQUIRY from the more menu. This will show the active balance, if the card is LESS than the order, click OK. If the card
is more, click exit. You can repeat this as many times as needed.

:SERENADE PLACING AN ORDERǀ Step Thirteen (E): With the gift card or additional credit cards in, you can enter the

final form of payment and then press EXIT. This will take you back to the recap screen.
***The final form of payment will always show .00 under the amount.. This is called the “ CATCH ALL”***

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:SERENADE PLACING AN ORDERǀ Step Fourteen: Now back at the Recap screen you can finalize the order by pressing

ACCEPT or F9. Wait for the order to process and bring you back to your Customer Selection screen.

:SERENADE PLACING AN ORDERǀ Step Fifteen: After finalizing the order it will take you back to the Customer Selection

Screen. Provide the customer/sales associate with the order number, if they would like it.
*** If the order shows a HELD Status, check the reason. If it shows Decline, advise the sales person or customer. ***

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: G CSERENADE PLACING AN ORDERǀ IFT ARD Step 1: Follow the normal steps to place an order. On the detail

screen input the item number GiftC, the dollar amount they would like on the card and the OVR of G

: G CSERENADE PLACING AN ORDERǀ IFT ARD Step 2: Choose the style of card they would like. Most people go with

the Classic card. Finish the order as normal from here.

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: G CSERENADE PLACING AN ORDERǀ IFT ARD Step 2a: If see this error at the bottom of the page, click exit.

: G CSERENADE PLACING AN ORDERǀ IFT ARD Step 2b: It will partially enter the card. Simply put in the amount and

“G” OVR. Press enter

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SERENADE:PLACING AN ORDERǀ GIFT CARD Here are what the style look like

SERENADE:PLACING AN ORDERǀ GIFT CARD The Limits.

• Online (plastic)

$25 -$500

Phone
$25 - $2,000

Egiftcard
$5- $500

Enter an amount between $5 - $500 USD.

• You can add multiple personalized cards to your cart, up to a total of $500 USD.
• Amounts that would exceed the maximum cart total are not available.
• US residents cards will be in USD.
• Canadian residents cards will be in CAD
• They can only use them in their respective countries.
• The maximum value that can be issued to an individual in a day is $10,000 in a day
• Cards cannot be redeemed for cash unless prohibited by law (e.g. California). This includes cutting a

check to redeem a GC. If this situation arises please see a supervisor.

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:SERENADE MESSAGESǀ Step One: Click “Messages” (F23).

:SERENADE MESSAGESǀ Step Two: Briefly summarize the interaction. Click “OK” (Enter) to save. Then click “Exit” to return

to the “Order Header.”

Noting the order
helps the next agent

have an
understanding of

any
accommodations or

issues that have
occurred

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SERENADE:PLACING AN ORDER- ADDING A GIFT BOX| Step one: Follow steps 1-11. To add a gift box you

need to check off the GIFT option on the header screen

SERENADE:PLACING AN ORDER- ADDING A GIFT BOX| Step Two: Click messages or F11 to add a gift

message in the messages. If the customer would like something printed (Happy Birthday, with Love Ect…) type that or simply type gift.
*** You have to add the message and select “Gft Msg” under the print drop down. Exit the messages and continue as normal. If
multiple items—place a note saying “Separate Boxes” You can only do one message however,

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SERENADE:PLACING AN ORDER– CHANGING THE PRICE: STEP .1 Follow the steps and choose the items you

need for the order. Once you have selected all of the items check the box next to the item you need to change (you can check multiple
items) and select CHANGE.

SERENADE:PLACING AN ORDER– CHANGING THE PRICE: STEP .2 Once in the change screen you can change

the price or select no charge. TO change the price, delete the amount in the box and then type what you need it to be. You need to
type “F” into the OVR box for the price override reason. Press enter or ok.

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SERENADE:PLACING AN ORDER– CHANGING THE PRICE: STEP 3. You will be brought back to the details of

the order. Now you are finished you can accept the order. ** *Always check the price after accepting***

SERENADE:PLACING AN ORDER– CHANGING THE PRICE: STEP 4. Did the price change? No? Great,

complete the order normal. If yes, go back to the detail (F8) and change it back.

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SERENADE:PLACING AN ORDER– CREDIT ADDITIONAL CHARGES: STEP 1. You may need to credit back a

charge such as Tax, Additional Shipping fee or the ret fee. You do this using Additional Charges (F16) From the header or detail screen
select additional charges. You will see the additional charge screen show.

SERENADE:PLACING AN ORDER– CREDIT ADDITIONAL CHARGES: STEP 2. Choose the reason code and

then type the credit amount. Place the negative sign either before or after the amount. The press ok/enter.
** You can only use FE-Freight Extra, TX– Taxes- , FR– Freight or AA –Customer Service as codes. ***

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SERENADE:PLACING AN ORDER– CREDIT ADDITIONAL CHARGES: STEP 3. You will then see the credit

drop. The click EXIT

SERENADE:PLACING AN ORDER– CREDIT ADDITIONAL CHARGES: STEP 4. The totals will show the

credit immediately and change the order total. You can proceed as normal.

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:SERENADE REJECTING AN ORDERǀ Step One: click on “Reject Order”. This will cancel anything you have done.
SERENADE: REJECTING AN ORDERǀ Step Two: Click “Reject”

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: O I |SERENADE RDER NQUIRY Step One: From customer selection you can enter an order number if available or you can

search by name and address.

: L O |SERENADE OOKING UP AN RDER Step 2: Check the box for the order you would like to inquiry on and click

inquiry. *** Never Maintain an order unless you plan on making a change***

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: O I |SERENADE RDER NQUIRY Step 3: Things you can check from the header screen? Everything! Almost everything...

G EC D

AB

F

A: Billing Address/Name/Telephone
B. Shipping Address/Name/Telephone
C. Type of card
D. How the order shipped.
E. Order Date
F. Total Order Cost and order charge break
down
G. Status (Open, Closed or Held)

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: O I |SERENADE RDER NQUIRY Step 4: For additional information about the item (s) select the detail (F6).

: O I |SERENADE RDER NQUIRY Step 5(a): Here you can see what items were ordered, what was paid per and the status

of each item .
Ord– Number of that line ordered.
Rsv– Number of that item reserved for the customer .
Shp– Number of that line shipped.
Prt– Number of items for that line in pick at the warehouse.

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: O I |SERENADE RDER NQUIRY Step 5(b): From the detail you can also confirm any special handling on an item. Selct the

item and then choose SPECIAL HANDLING from the MORE menu.

: O I |SERENADE RDER NQUIRY Step 5(C): This will detail and handling requests they would have been on the order.

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SERENADE: ORDER INQUIR– MAKING A CHANGE| Step 1: Locate and Inquiry the order. Before attempting

to make a change, you have to check if the order is in pick. You can check this from the detail screen. (F6). If there is a number under
PRT, you cannot change the order. You would send the request to the LOD.

SERENADE: ORDER INQUIR– MAKING A CHANGE| Step 2: The order is not in pick so we can make the

change. Now we maintain the order and change what is needed. You can change address of add a ship to, this is the same as entering
the order. To change the item move to detail. If you need to add an item, you can add as normal. You will need to manually adjust the
price. To remove an item, select the item and click CANCEL, to change an item select change.

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SERENADE: ORDER INQUIR– MAKING A CHANGE| Step 3: If canceling an item, input the reason code when

the cancel screen appear. You can click the grey arrow for a list of reason codes.

SERENADE: ORDER INQUIR– MAKING A CHANGE| Step 4`: If changing the item details, you can change the

quantity of the item and the price in the change screen. If changing the price, the OVR will be F. Same as changing during entry. When
you finish with the changes, accept the order. To change an item for another, cancel one and add the new.

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SERENADE: ORDER INQUIR– MAKING A CHANGE| VERY IMPORTANT!!! If you are only ADDING to an order,

you need to check the pay type. If there is only a GC, you will most likely need an additional form of payment. If the order is a PAY-
PAL Order—you can cannot add anything. We CANNOT add to a PayPal order.
From the inquiry screen header ,look at the pay type and if:
It is 22—Gift card—Balance inquiry the card before adding the item. This will tell you how much money the card has left.
55 PayPal, you can not add. You can either cancel the order and customer can place a new order or you can place a new order. It is
ok to waive the shipping on the new order.

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SERENADE: ORDER INQUIR– CANCEL AN ORDER| Step 1: Locate and Inquiry the order. Before attempting to

Cancel you have to check if the order is in pick. You can check this from the detail screen. (F6). If there is a number under PRT, you
cannot cancel the order. You would send the request to the LOD.

SERENADE: ORDER INQUIR– MAKING A CHANGE| Step 3: The order is not in pick so we can cancel the

order. Maintain the order, click cancel order or F20. Then ok to continue .
Enter you reason code and click OK. The order is now cancelled.
*** Make sure to note the order that you cancelled it!!***

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: O I |SERENADE RDER NQUIRY PRICE ADJUSTMENT CLOSED ORDER: STEP 1: FOLLOW STEPS to inquiry order. From and them

maintain the order.

: O I |SERENADE RDER NQUIRY PRICE ADJUSTMENT CLOSED ORDER: STEP 2: From the detail screen check the item you

want to change the price on and then select DISCOUNT from the more menu.

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: O I |SERENADE RDER NQUIRY PRICE ADJUSTMENT CLOSED ORDER: The discount price screen will appear, you can

manually change the price or change price by percentage. The OVR will be “F” Press enter or OK to save the price

: O I |SERENADE RDER NQUIRY PRICE ADJUSTMENT CLOSED ORDER: We have to manually adjust for the taxes on an order.

So, you will need to make a manually adjustment for the taxes. To make a tax adjustment you need to figure the difference by subtract-
ing the new tax amount from the old. Before changing the price, make note of the taxes

: O I |SERENADE RDER NQUIRY PRICE ADJUSTMENT CLOSED ORDER: After making the change (s) apply an additional

charges credit for the different. (PG.17) In this case it would be $1.14 credit. Once you add the tax credit you can accept the order ***
Make sure of the pay type***

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: O I |SERENADE RDER NQUIRY ORDER HISTORY: From the header screen, select Order History or F18. You can see any

promos that were applied by the system, the email address the confirmation s, when the order went to pick and the shipping
information.

A
B
C

D

A. Promo applied
B. Email information
C. Pick information
D. Shipping information

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: O I |SERENADE RDER NQUIRY INVOICES: The invoices screen will show the break down of charges for an order. From

the header screen, choose DISPLAY INVOICES (F14)from the header screen.

: O I |SERENADE RDER NQUIRY INVOICES: The invoices screen will show the invoices (charges) and credits and the

amounts. You can choose a line for additional information.

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: O I |SERENADE RDER NQUIRY INVOICES: For additional information on a charge/credit select the item and choose In-

voice—This will show the high level overview– Taxes, shipping

: O I |SERENADE RDER NQUIRY INVOICES: For additional information on a charge/credit select the item and choose In-

voice—This will show the high level overview– Taxes, shipping

A
B
C

D
E

A Merchandise B. Associated C. Associated Tax D. Handling fee E. Total
Total Freight (Monogram ect..)

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: O I |SERENADE RDER NQUIRY INVOICES: You can view what items were shipped under each invoice. Select the chsrge

and choose DETAILS under MORE options

: O I |SERENADE RDER NQUIRY INVOICES: The details will show how many were shipped, the date and the return date.

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: O I |SERENADE RDER NQUIRY ***Important*** You have to clear out the order number from the selection screen be-

fore you move to your next call.

: O I |SERENADE RDER NQUIRY ***Important*** Now your are ready for the next customer.

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: O I |SERENADE RDER NQUIRY OIOM—When you need more search options. From the main screen, enter OIOM into

the FASTPATH box.

: O I |SERENADE RDER NQUIRY OIOM— You can search the normal parameters but can also search Sales Rep Number,

item number, cross reference

: O I |SERENADE RDER NQUIRY OIOM— Searching by item number can help determine the price of an item during a spe-

cific time period. Searching by Rep Number can help you locate an order when normal search items do not work. This is only good for
charges send orders.
Cross reference numbers would be Borderfree International order– Starting with E4X00 or temporary order numbers form the website.

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: O I AAYS |SERENADE RDER NQUIRY Type J orders are placed from the store. If they do not have the normal sere-

nade order number you have to look up the order using the cross reference number in OIOM. The first four numbers of the number is

the store the order came from.

: O I AAYS |SERENADE RDER NQUIRY You can only inquiry a Type J order. We cannot cancel a Type J. We cannot do

anything to a type J except look. You see all the normal things. Price, date, you can use the detail screen to see the items. The pay type

is 10. This is a virtual credit card used to pass through from store to Serenade.

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: O I |SERENADE RDER NQUIRY ERROR ORDERS: At times the site will capture an order that is not complete. If you

come across an order like this, you cannot maintain but you can inquiry the order.

SERENADE: ORDER INQUIRY| ERROR ORDERS: Things to look for are:

If the Pay type is 0— We need to collect the payment info. A lead can input the credit card in and unsuspend the order .
Check the address information with the customer, both billing and shipping . Sometimes, the system will collect the wrong state . As
example, Boston, NY 02116

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