Add Items: Enclosures

Overview

Enclosures on a case are any items that you send to a customer, other than written correspondence. Enclosures may be sent as part of a letter or by themselves, depending on the type of enclosure and your company's policies.

Common types of enclosures include:

  • checks (such as for a rebate or refund)
  • coupons
  • product or service brochures
  • replacement items or parts

The System Administrator can set up suggested enclosures based on data you enter on a case. When these enclosures display, you must accept the suggestion (which saves the enclosure to the case) before you can make any changes.

For information on creating and printing checks and coupons, refer to "Processing Checks and Coupons" in the Administrator's Guide.

You can add additional enclosures to a case as needed, up to the system's maximum of 999 enclosures.

To create a new enclosure on a case:

  1. Open the appropriate case to add the enclosure.
  2. From the Function Banner, click .
  3. Hover over the Enclosure option. An Enclosure menu will display.
  4. Select one of the following options:
    •  Single Enclosure adds one enclosure to the case. In the Enclosure section, enter the necessary information.
    •  Multiple Enclosures adds several enclosures to the case in one action. Once you select this option, complete the following steps:
      1. From the Add Multiple Enclosures window, either search for an enclosure or select an enclosure from the category browser list. Once you select an enclosure, it will display on the right side of the window. You can add as many enclosures as you need.
      2. Click the Insert button to add the enclosures and return to the Case page.

To use a short cut to create a single enclosure on a case:

  1. Press [Ctrl+I]. This opens the Add Item to Case menu.
  2. Press [E]. This adds an enclosure to the case.

To duplicate an existing enclosure:

  • On the Case page, select the enclosure that you want to duplicate.
  • From the Enclosure section menu, click Duplicate Enclosure. If the enclosure being duplicated is already picked, the new enclosure is set to "unpicked." All columns (except those related to dates, users, and picked status) are copied to the new enclosure.

A new enclosure is added to the case, and it is automatically selected. You can then fill out the necessary information to create the enclosure.

Note: If the enclosure has a variable value, the enclosure definition may include a minimum and maximum value for the enclosure. Your system administrator uses these values to define a range of acceptable values to enter when the enclosure is added to a case. If you enter a value outside of this range, an error message displays. For further information, contact your system administrator.

Though the fields of an enclosure can vary from one company to the next, the following are the most common. If you need additional assistance with the fields on this screen, consult your company's Emplifi Agent Administrator.

Field Description

Enclosure Code

Select the ID of the enclosure that you want to send to the customer.

Quantity

Enter the quantity of this enclosure that will be sent to a customer. The default value is 1.

Note: Enclosure quantities can fall between 1 and 9,999,999. However, check and coupon enclosures are limited to a quantity of 1 and cannot be changed.

Currency

Select the type of currency that will be used for the enclosure value. The available currencies are dependent on your system configuration.

Value

Enter a value for the enclosure. This is typically used for things such as checks, rebates, or coupons.

If the enclosure has a variable value–you can enter a value for the enclosure–the enclosure definition may include a minimum and maximum value for the enclosure. Your system administrator uses these values to define a range of acceptable values to enter when the enclosure is added to a case. If you enter a value outside of this range, an error message displays. For further information, contact your system administrator.

You can enter a value between 0.00 and 9,999,999,999.99.

Send To

Select the address on the case to which this enclosure will be sent. This determines the address that is used when the enclosure or its associated mailing label is printed.

Case Enc Language ID

If your company supports multiple languages for callers, you can select the language that should be applied to this enclosure.

This is only applicable to certain types of enclosures; if it's not needed, the value is ignored.

Letter

If this enclosure should be linked to a specific letter on the case, select the letter in this field. Leave this field blank for enclosures that do not require an associated letter.

Issue

If this enclosure is related to a specific issue on this case, you should select the issue number in this field. If the entry is general or related to the case as a whole, select "(No Issue)".
Enclosure Note An entry field that allows companies to report on why an enclosure was issued to a customer or for another related note.

Status

Choose the appropriate status for the enclosure from the following options:

  • Not Ready - the representative is still working on the enclosure. This option keeps the enclosure from being processed during batch fulfillment.
  • Ready to Pick - the enclosure is ready to be picked or approved.
  • Rejected - the customer rejects the compensation.
  • Picked - the enclosure has been picked and sent to the customer. This value can be set by the representative for a manual pick or set by the system.
  • Void - the customer returned the compensation, the representative needs to correct the enclosure amount (by entering a new enclosure), or the enclosure has been lost and a new one needs reissued.

In many cases the value of this field is updated based on system settings during the fulfillment process. However, you can manually change the value as needed.

Approved

This flag indicates whether the letter has gone through an approval process. Some organizations designate a particular person or group of people who are responsible for approving either some or all of the letters that are sent out.

Batch ID

This read-only field shows the Batch ID if this letter was processed during batch fulfillment.
Picked By

This read-only value shows the name of the user who picked and fulfilled the enclosure.
Date Picked This read-only field shows the date and time that the enclosure was picked.
Entered By This read-only value shows the name of the user who added the enclosure to the case.
Date Entered This read-only field shows the date and time that the enclosure was added to the case.

Changed By

This read-only field shows the name of the user who last changed the enclosure.

Date Changed

This read-only field shows the date and time that the enclosure was last changed.

 

Suggestion Rule Fields

The read-only fields are visible on the view for each suggested enclosure. The values shown were set by a system administrator when the enclosure was created. Their purpose is to assist administrators with the maintenance of suggested enclosures. For information about defining suggested enclosures, refer to Defining Suggestions.

Field Description
Suggestion ID

The ID number for the suggested enclosure.

This is an internal ID number that was assigned automatically by the system when the suggestion was created. It cannot be changed.
Description

This is a description of the suggestion.

This description is not used for processing and is primarily for reference so that you know the purpose of the suggestion.
Category 1 This is first driver category upon which the suggestion is based.
Code Value The code description for Category 1.
Category 2 This is an optional, second driver category upon which this suggestion is based.
Code Value The code description for Category 2.

 

eGift Card Fields

Once the eGift Card enclosure is picked, the following values are updated by the CashStar Web Service provider and the image for the eGift Card is displayed below the fields.

Field Description
eGift Card Number By default, Emplifi Agent displays the last four digits of the eGift Card number. If you want to display the complete eGift Card number, administrators should contact the Customer Success Manager for information on this feature.
eGift Card Order Number Displays the CashStar eGift Card order number.
eGift Card Current Balance

Displays the current eGift Card balance. This balance is not updated automatically, but only when you right click on eGift Card Current Balance and select Rebalance.
eGift Card Balance Last Updated Displays the date and time that the eGift Card balance was last updated in the eGift Card Current Balance field on the case.
eGift Card Status Displays the current status of the eGift Card: Active or Closed.
eGift Card URL Displays the URL of the eGift Card and can be used in paragraphs and letters.
eGift Card Note Displays the text shown on the customer's eGift Card.

 

For instructions on creating enclosures, refer to "Enclosures: Defining" in the Administrator's Guide.

To process an eGift Card:

  1. Select the appropriate CashStar Enclosure Code.
  2. Enter the Value for the eGift Card.
  3. Select the caller in the Send To field for the eGift Card. Verify that a name and email address has been entered for the caller, because the Send To field determines where the eGift Card is sent.
  4. Enter an optional eGift Card Note which displays on the eGift Card. If left blank, the eGift Card defaults to "Please accept this eGift Card. We appreciate your comments and your business."
  5. Select "Picked" as the Status.
  6. Save the case. This issues the eGift Card immediately and updates the eGift Card Number, eGift Card Order Number, eGift Card Current Balance, eGift Card Balance Last Updated, eGift Card Status, and eGift Card faceplate.

Note: Because eGift Cards are sent by email, they can only be administered if an email address exists for the address associated with the case.

The RQA Integration allows you to submit and track requests for retrieving a product from a customer or retail location.

Note: You may need to disable pop-up blockers to use this feature.

To submit an RQA request:

  1. Select the appropriate RQA Enclosure Code.

  2. Click the Create RQA Return Project button on the Enclosure banner. This will open the RQA Return Project form.

  3. Fill out the form completely. Some fields on the form may be auto filled for you.

  4. Click Submit Project Request.

  5. If you want to check on the status of your request, click the RQA Return Project button again.

 

On the Send Letter Options window, enclosures can be added as attachments to emails. However, enclosures added as attachments must meet the following specific requirements:

  • The enclosure must not already be sent.
  • The enclosure code must have a filename (File to Print) defined.
  • The enclosure’s status must be “Ready to Pick”.
  • The enclosure must be approved, if applicable.
  • The enclosure must already be associated with the letter it is being attached to or not be associated with any letters.

When an enclosure is attached to the letter and the letter is sent, the following will occur:

  • The enclosure will be associated with the sent letter (unless already defined).
  • The enclosure's status will be set to "Picked".
  • The enclosure's Date Picked will be set to the date and time when the letter was sent.
  • The case is automatically saved.

 

To open the Enclosures tool drop-down menu, click the menu button . The following tools display on the Enclosures section menu:

Tool Description
Delete Enclosure Permanently deletes the current enclosure.
Duplicate Enclosure Creates a duplicate of the current enclosure.
Get eGift Card Viewed Status

Displays a system message notifying you of the date and time that the eGift Card was viewed by the customer.
Pick eCoupon Enclosures Picks all the currently Ready to Pick enclosures that are CouponFactory enclosures so that they can be sent to the web service in a single call and create a single voucher. Available only to users with the "w_case-ecoupon-options" permission.
Void eCoupon Enclosures Voids all enclosures with the same URL for the voucher. Available only to users with the "w_case-ecoupon-options" permission.
Status eCoupon Enclosures Determines if the voucher is still valid, if coupons have been printed, the date last queried, and other status information. Available only to users with the "w_case-ecoupon-options" permission.
Preview Enclosure Opens a new tab where you can preview the enclosure.

 

Note: The user needs to have the "w_case-ecoupon-options" permission in order to see all of the options in this menu.

To delete an enclosure from a case:

  1. Navigate to the enclosure you want to delete.
  2. Click the menu button to open the Enclosures section menu.
  3. Click Delete Enclosures.
  4. In the Confirm Deletion dialog box, click Delete.

Note: Check or Coupon Enclosures with a batch number assigned cannot be deleted.

 

Working with Enclosures

The following video will guide you through working with enclosures.