Sales Agent and Sales Agent Supervisor

The following outlines what a user with the Sales Agent or Sales Agent Supervisor role can do in Customer Service. The table lists what can be done with an order in Customer Service, how the feature or task is accessed (button, link on the page, text on the page, taskbar button, etc.) and what the feature does or what information it shows.

Feature	How Accessed	Definition	Sales Agent	Sales Agent Supervisor
Request Refund	Taskbar	Used to request a refund for one or more items in the order.
Submit Return	Taskbar	Used to return one or more items in the order.
Send DL/PW (download/password email)	Taskbar	Used to resend the email notification that contains the download link for the order.		X
Replace an Order	Taskbar	Used to request a replacement for one or more items in the order.
Request Cancellation	Taskbar	Used to request a cancellation for one or more items in the order.	X	X
Resend Confirm Email	Taskbar	Used to resend the Order Confirmation email to the shopper.	X	X
Send Password Email	Taskbar	Used to send the shopper an email with their order password.		X
Change Order Password	Taskbar	Used to change the password associated with the order.
View Customer Invoice	Taskbar	Used to view the invoice/receipt for the order.	X	X
Retrieve VAT Receipts	Taskbar	Used to view VAT receipts for the order.		X
Complete Order	Taskbar	Used to complete an order.	X	X
Place New Order	Taskbar	Used to place a new order.	X	X
Inquire Payment Status	Taskbar	Used to view information about the payment status.
Enable Order	Taskbar	Used when order is in the fraud state to enable the order again.	X	X
Request Removal of Personal Info	Taskbar	Allows you to log a shopper's request to remove PII. This feature does not delete any personal identifiable information (PII) from the system. It does not alter the state of a subscription. Required Role: Customer Service Representative (CSR)A user role that provides the user access to most of the Customer Service features. Search this file for the "user role definitions" topic for more information. or PII Removal ManagerA user role that provides access to the Request Removal of Personal Info feature. Search this file for the "user role definitions" topic for more information. See How to log the shopper's request to remove personally identifiable information (PII) for more information.
Fraud View	Taskbar	Used to show the Order Details page with fraud related options. Only users with the right role can see this button.
Search Orders	Taskbar	Used to search orders.	X	X
View Wallet Summary	Taskbar	Used to view wallet information including balance.
Change Account	Taskbar	Used only by Microsoft store. Appears when an order has been submitted and is in process or the complete state and not a subscription order. Used to move an order from the original user to another user.	X	X
Edit Shopper Details	"Edit" button that appears next to the "Shopper Login" information on Order Summary tab, Customer Information area. When you click this button, the Shopper Details page appears.	Used to change the information the shopper used for the order such as login name, shipping and billing addresses, and credit card information.	Can view shopper details, but not edit them.	X
Edit Email Address	"Edit" button that appears below shopper's email address on Order Summary tab, Customer Information area.	Used to edit the email address associated with the order.		X
Edit Shipping Address	"Edit" button that appears below shipping address on Order Summary tab, Customer Information area.	Used to edit the shipping address for the order.		X
View Shopper Information	"Shopper Summary" link on Order Summary tab, Order Information area.	Used to view information about the shopper.	X	X
View Storefront	Link for the store name onOrder Summary tab, Order Information area.	Used to open the store.	X	X
View Site Information	"Site ID" link on Order Summary tab.	Used to view information about the site: Customer Service information such as email, phone number, fax number, and so on. Technical Support information such as email address, URL, and phone number.	X	X
View Previous Refunds and Returns	Link(s) on Order Summary tab, Order Information area.	Shows information about previous refunds and returns for the order.
View Previous Replacements	Link(s) onOrder Summary tab, Order Information area.	Shows information about previous replacements.
Download Products (link appears on pop-up on Order Details)	"Shopper Summary" link on Order Summary tab. Then, a button on the page that opens in a new window/tab.	Allows you to download the application file for a product set up to be downloadable upon purchase.
Request Return (link appears on pop-up on Order Details)	"Shopper Summary" link on Order Summary tab. Then, a button on the page that opens in a new window/tab.	Allows you to request a return for a line item.
Manage Digital Rights	Button on the Products tab.	Used to manage digital rights for the order. Can do the following tasks: Increase downloads Increase number of IP addresses Extend download period Start download Update serial number Update unlock code Update SPN number Update SLM number Display entitlement manager Resubmit other fulfillment
Download Application File	Button on the Products tab.	Used to download the application download file associated with the product.
View Subscription Info	Button on the Products tab.	Used to view information about the subscription. When viewing the subscription information you can edit the shipping address for the subscription.	X	X