Order Entry Holds � Determine if Detail or Email

1. Purpose This SOP provides clear guidance for Customer Service (CS) representatives and Order Entry team members on how to identify, process, and resolve orders placed on hold during the detailing, entry, or proofreading stages. ________________________________________ 2. Procedure 1. Understanding Order Entry Holds Orders can be placed on OE Hold at various stages: � Detailing Hold: Placed by Detailers during detailing. � Entry Hold: Placed by Order Entry Clerks during entry. � Proofreading Hold: Placed by OE Proofreaders during the proofreading stage. Determine next steps based on who placed the hold and what stage the order is in: � Detailer Hold (in detailing queue): CS must detail the order and route it to the correct OE skilled queue. � Entry Hold or Proofreading Hold: The associate must reply via email to the person who asked the question with the necessary information to move the order forward. If contacting the customer for clarification: � Add a note to Hit Request (HR) indicating that outreach was made. � Once an answer is received, markup the PO accordingly. Always confirm: Do we need to DETAIL? Do we need to EMAIL? 2. Identifying a Detailing Hold Orders that require detailing will: � Display �ORDER ENTRY HOLD� on the top right corner of the traveler. � Have a location of 85 ORDER ENTRY HOLD. � Have no line items entered on the traveler. Additional verification: � The Order Notes will not show a blue hyperlink to an OE question. � To confirm, check: o Marked-up PO: No name next to �Detailed By.� o Order Detailing Queue: If present, the order must be detailed. Access Path: HR > Order Entry > Order Detailing > Start Detailing > Search by Sales Order # Exceptions (do not detail): � Box Orders � Parent/Child Orders � Component Orders � Kit Orders For exceptions, reply to the hold email with the answer instead of detailing. 3. Troubleshooting � Missing from Detailing Queue If you believe an order should be in the detailing queue but it isn�t: � Forward the hold email to Maria, include your response, and attach a screenshot showing it�s missing from the detailing queue. � Maria may grant you the correct detailing skill or reassign it properly. � If you�re new or uncertain, confirm with your lead/supervisor before escalating. 4. Identifying an Order Entry Hold (Already Detailed) Indicators: � �ORDER ENTRY HOLD� appears on the traveler. � Location may show 85 ORDER ENTRY HOLD or 03 IN ORDER ENTRY. � Line items may or may not be entered. � In Order Notes, you may see text such as �outsourced� or �overridden� � this confirms the order was already detailed. Confirmation checks: � The question in Order Notes appears as a blue hyperlink (clickable). � In the marked-up PO, �Detailed By� field shows a name. � The order is not in the Detailing Queue. Next Step: Reply to the original email with the answer to proceed. � If the email was forwarded by another CS associate, change the reply recipient to the original sender, delete forwarding text, and include your response clearly. 5. Identifying a Proofreading Hold Indicators: � Line items are entered on the traveler. � The traveler does not say �Order Entry Hold.� � Order Notes show it was detailed and F9�d (entered once). � Location does not show �Order Complete.� If the order has been detailed and F9�d: � Reply via email with the answer to the original OE question. � Follow the same reply format as above (respond to original sender, not forwarded chain). 6. When You Suspect a Proofreading Hold but No Email Is Found If there is a delay in �ORDER ENTRY COMPLETE� in Locations, check Order Notes for F9�d timestamps. � If it�s been over 24 hours since F9�d: � Verify it�s not awaiting prepayment (credit hold). � Search for a proofreading hold email to the CS Lead. If you cannot locate proofreading, hold email: � Email Maria with a note that the order has been F9�d, is not awaiting prepayment, and is not yet marked �Order Entry Complete.� � Ask if the entry team requires any updates or actions.