Set up notification and cancellation for delayed orders

Applies To: Microsoft Dynamics AX 2012 R3

When a customer's order cannot be shipped on time, a company can automatically send notification email messages to the customer to explain the order status and give the customer the opportunity to cancel the order. If the delay extends beyond a specified threshold, the order can be canceled automatically. This topic describes how to set up automatic notification and cancellation for delayed orders.

Up to three email messages can be sent at specified time intervals:

1. First cancellation notice – The customer can decide to cancel the order.

2. Second cancellation notice – The customer can decide to cancel the order.

3. Final cancellation notice – The system cancels the order, and the customer is informed of the cancellation.

You can exempt individual customers and products from the automatic notification and cancellation process.

Prerequisites

The following table shows the prerequisites that must be in place before you start.

1. Set up email notification types

You must set up a notification type for each of the three cancellation notices (first, second, and final) and modify the text in the notification templates to meet your company's requirements.

To set up email notification types and modify email templates, follow these steps.

1. Click Retail > Setup > Parameters > Retail Email notification profile.

2. On the Action Pane, click New.

3. Enter a name and description for the notification profile, and select the Active check box if you're ready to make the profile active.

4. In the Email notification type list, add the following notification types:

   • First automatic cancellation notice

   • Second automatic cancellation notice

   • Final automatic cancellation notice

5. Select the Active check box next to each notification type that you're ready to make active.

6. Right-click one of the entries in the E-mail ID column, and then select View details to open the E-mail templates form.

7. Find the email ID for the first automatic cancellation notice, and make sure that the information in the Sender name and Sender e-mail fields is correct.

8. Click E-mail message to open the E-mail editor form. You can modify the text in the email template as you require. Close the form, and click Yes to save your changes.

9. Repeat steps 6 and 7 to make any required changes to the information for the second and final notices.

2. Set automatic notification and cancellation parameters

Next, you must enable automatic notification and cancellation in the call center parameters, and specify the timing of the notifications.

To set the automatic notification and cancellation parameters, follow these steps.

1. Click Call center > Setup > Call center parameters.

2. On the Automatic notification and cancellation FastTab, select the Automatic notification and cancellation processing check box to enable automatic notification and cancellation.

3. In the First notice days from start, Second notice days from start, and Cancellation notice days from start fields, enter the number of days that should pass between the order date and the date that each type of notification is sent to the customer.

3. Optional: Set up exemptions for customers and products

You can exempt individual customers and products from the automatic notification and cancellation process.

To set up an exemption for a customer, follow these steps.

1. Click Call center > Common > All customers.

2. Double-click a customer record to open it, and then, on the Action Pane, click Edit.

3. On the Miscellaneous details FastTab, under Automatic notification and cancelation processing, select the Automatic notification and cancellation exempt check box.

To set up an exemption for a product, follow these steps.

1. Click Product information management > Common > Released products.

2. Double-click a product record to open it, and then, on the Action Pane, click Edit.

3. On the Sell FastTab, under Automatic notification and cancelation processing, select the Automatic notification and cancellation exempt check box.

4. Optional: Set up exemption from event tracking

If logging of order events is enabled, the system logs an event every time that an automatic notification email message is sent. If you don't want to track this type of event, you can set up an exemption.

To exempt automatic notification and cancellation from event logging, follow these steps.

1. Click Sales and marketing > Setup > Events > Order events.

2. For each user, on the Automatic notification and cancellation FastTab, select the Exempt check box.

For more information about order events, see Set up order events.

5. Run a batch job for automatic notification and cancellation

You must run a batch job to process automatic notification and cancellation events. When this batch job is run, notification email messages are sent to customers whose orders are past the threshold for first, second, or final notification. In the case of final notifications, the system also cancels the sales orders.

To run a batch job for automatic notification and cancellation, follow these steps.

1. Click Call center > Periodic > Process automatic notification and cancelation events.

2. On the General tab, set the start and end dates for the batch job.

3. On the Batch tab, set the parameters for the batch job.

4. Click OK to run the batch job. You receive a message that states which notifications were sent and which sales orders were canceled, if any were canceled.

Related tasks

Configure email functionality in Microsoft Dynamics AX

Set up order events

Technical information for system administrators

If you don't have access to the pages that are used to complete this task, contact your system administrator and provide the information that is shown in the following table.