DRAFT - "On-Time Order Acknowledgement - Retailer Relationship Manager" - updated per CD-33058

  • Updated

The primary purpose of the On-Time Order Acknowledgment metric in Retailer Relationship Manager is confirming receipt of the order. This ensures that the receiving party is aware that their order has been received and that the supplier is committed to fulfilling the order within the agreed-upon timeframe. ERM helps you track whether a Purchase Order Acknowledgment (855) or Order Acknowledgment (ORDRSP) is sent within a specific timeframe after you receive a Purchase Order. Typically, the Expected Response Time contained within the Purchase Order is used to evaluate the SLA. If no such information exists in the Purchase Order, the fallback timeframe parameter values specified in CIC are used.

At-Risk, Met, and Missed statuses

On-Time Order Acknowledgement is evaluated as one of three statuses, which Chargeback Prevention uses to surface acknowledgement risk before it becomes a missed SLA:

  • Met:  The acknowledgement (855 or ORDRSP) was sent before the Expected Response Time (or the fallback timeframe, if no Expected Response Time is specified) expired.
  • At-Risk:  The Expected Response Time (or fallback timeframe) has not yet expired, but is approaching, and no acknowledgement has been sent yet. At-Risk gives you a warning so you can act before the SLA is missed.
  • Missed:  The Expected Response Time (or fallback timeframe) expired before an acknowledgement was sent. Once an order is Missed, its status does not change even if an acknowledgement is sent later.

Where On-Time Order Acknowledgement status appears

On-Time Order Acknowledgement status is surfaced in several places:

  • On the ERM Partner Scorecard, clicking an order from the On-Time Acknowledgement drill-down opens the corresponding order in the Order Details view. (Previously, this link opened the order’s message on the Activity > Messages Details page.)
  • At-Risk acknowledgement notifications link directly to the Order Details view for the affected order.
  • On the Orders page, you can filter orders by On-Time Order Acknowledgement status (At-Risk, Met, or Missed) to quickly locate orders that need attention.

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