Retrieve Order

Purpose:

The purpose of this step is to search and retrieve a list of all previously placed orders and display on the screen. The agent will review the orders to ensure that duplicate orders are not inadvertently created.

Description:

The order database is searched using the identifiers that are entered on the Initiate Order page. If the identifier(s) match those found in the order database, a list of orders will be displayed.

Use Cases:

• UC01 Change Submitted Order
• UC07 Search and Retrieve Order

OMF Services:

• Customer Request Retrieve Service
• Cancel Order Service

Process Information:

• Explicit Search: The agent may retrieve the list of orders by entering any identifier on the Retrieve Order path on the Initiate Order page.
• Implicit Search:  An implicit search also executes if the agent initiates an order on the Move or Change Existing path.
• Search identifiers to retrieve an order include:
  • Internet number
  • Wireless account number
  • Internet B1 Number
  • Satellite Account Number
  • Primary Contact Number
  • Order Number
• Modify and Cancel orders are available via the retrieve path. However, they are only applicable for an order that has one Satellite or one IP TV sub-order which is in a ‘Modifiable’ state. Only the latest version of an order can be modified or cancelled.