Procedure - modify order - change order date – Foxtel

Contents

1. Description

Follow this procedure to allow changes to processing dates, without having to cancel previous order.

When
This procedure is used when a customer requests a change of delivery date which is allowed within Business rules and CORE offers a change option.
Note: This is not always available; advise customer of any business rules. Some instances will require cancelling the order and placing a new one.

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2. Rules
Account holder or authorised contact only.
Only the account holder, or an authorised contact, can request a change to the package on an order.

New sales requests cannot be actioned
If a customer with a new sale requests to have their appointment changed, cancelled or modified the call must be transferred to the Sales Support Team (for transfer information, see FoxPages directory - Foxtel departments).

Available appointment slots only
Only appointments available via CORE's Appointments calendar can be offered.

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3. Tasks

1. Determine scenario

2. Change Signal Off date
3. Modify package change date

1. Determine Scenario
Menu path: CORE > Account Summary

Determine which date type needs the change.

To change date on...	then...
Service Move: (Signal Off date)	Go to task 2
Modify package.	Go to task 3
STB (Set Top Box) upgrade. or Add multiroom.	For SIKS: SIKs (Self Installation Kits) cannot be cancelled via CORE. Contact Inventory (for transfer information, see FoxPages directory - Foxtel departments).

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2. Change Signal Off date
Menu path: CORE > Orders > Modify order
Customer asked to change Move Service date.

Confirm the change is to Signal Off date.

If...	Then...
date change is for installation at the new address	see Procedure - reschedule a professional installation (TV only)).
date change is for last day of TV signal at the old address	continue below.

Select Open Orders from the Account Summary screen to display the Order screen.
Select service order
On the TV Service disconnect order, select the underlined date note (Multiple STB's means: • multiple TV Service Disconnect orders. • Agent must change the date on each TV Service Disconnect order.)
Select from the Modify Desired Date window and pick required date. (For immediate signal off, select NOW)
Select OK. A Success message will display.
Select OK
Repeat procedure for all TV Service Disconnect orders.

End of procedure.

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3. Modify package change date
Menu path: CORE > Orders > Modify order

Determine if date can be changed. See below to check what changes are available.

Date change options
Check for available date changes to Package change orders.

Return to task.

Select Open Orders from the Account Summary screen to display Order screen.
Select service order
Select the underlined date on the Change order.
Select and pick required date from the Modify Desired Date window.
Select OK. A Success message will display.
Select OK.
Repeat procedure for all TV Service Disconnect orders.

End of procedure.

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Change	Reschedule Options
Upgrade: Future Dated	Date can be delayed. Date cannot brought forward.
Upgrade: Immediate	Order starts processing immediately.
Downgrade: Future Dated	Date can be delayed. Not brought forward. Downgrade rule: Must be scheduled for the next Bill Cycle Date (Exceptions: Team Leader approval is required to process a downgrade on an off-bill cycle date.)
Downgrade: Immediate	Order starts processing immediately. Downgrade rule: Must be scheduled for the next Bill Cycle Date (Exceptions: Team Leader approval is required to process immediate downgrade.)
Swap: Future Dated	Date can be delayed. Date cannot brought forward.
Swap: Immediate	Order starts processing immediately.

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