Delivery Agent Functional How-To Guide
Introduction
The following document was created for new hires to aid them through they’re
training and give a printable document from which they can answer most
questions on the basic uses of the functions that DA requires knowledge of in
order to effectively aid Customers and provide the top quality service those
Customers expect from our brands.
This document is meant for Functional training only. Please forward any
questions you may have that are not covered in this document to your
Supervisors so they can bring them to Delivery Agent for further clarity.
Thank you!
Samuel Henry
Delivery Agent - Customer Service, Supervisor
Table of Contents
1. Console
2. Gemini
3. Vendornet
4. ROMS
DA Console
1. You can access DA Console by using the following URL in Firefox browser:
 https://console.deliveryagent.com/login.php
2. Login Screen
3. Once Logged in you will be at the DA Console Main Menu Page where you will work in the
“Customer Service” “Order Search” section.
4.
Order Lookup page is where you can search for customer orders using various search criteria
a. Order #
b. Name
c. Email address, etc…
5. Easiest way to search is using the Order # option from above
6. This opens the complete order history of the customer for this particular order #
Returning an Item
1. There are two options available to issue a return
a. Order Return
b. SKU Return
2. Order Return: To return the entire order select the ORD Return button, complete the notes
section, click Disposition and select either the Restock (item can be resold) or Scrap (item is
damaged, broken, or lost) option in the dropdown. Lastly, select the “Yes” button.
3. SKU Return: To return a particular item in an order, first select the item to return then select
the SKU Return button.
4. Complete the Notes section, click Disposition and select either the Restock (item can be resold)
or Scrap (item is damaged, broken, or lost) option in the dropdown. Lastly, select the “Yes”
button.
Reshipping an Item
1. There are two options available when reshipping an order:
a. Order Reship
b. SKU Reship
2. Order Reship: To reship an entire order select the ORD Reship button, complete the Notes
section, click New Shipping Method, then Responsible option. A technical issue would be
Delivery Agent, most other issues would be the store/vendor. Lastly, select the “Yes” button.
3. SKU Reship: To reship a particular item in an order first select the item to return then select the
SKU Reship button
4. Complete the Notes section, click New Shipping Method, then Responsible option. A technical
issue would be Delivery Agent, other issues would be the store/vendor. Lastly, select the “Yes”
button.
Exchanging an Order
1. There are two options available when exchanging an order:
a. Order Exchange
b. SKU Exchange
c.
2. Order Exchange: To exchange an entire order, select the ORD Exch button, complete the
Reason for Exchange, Disposition of Return section, and select New Shipping Method.
3. Exchange also requires a SKU entered in the Replacement area. The entire SKU must be
entered, if using clothing thss SKU will end with –M, -L, etc., if just changing size you can change
the size to match the new requested size. Lastly, select the “Yes” button.
4. SKU Exchange: To return a particular item in an order first select the item to exchange then
select the SKU Exchange button
5. Complete the Notes section, click New Shipping Method, then Responsible option. . A technical
issue would be Delivery Agent, other issues would be the store/vendor . Exchange also requires
a SKU entered in the Replacement area. Lastly, select the “Yes” button.
6. Exchange also requires a SKU entered in the Replacement area. The entire SKU must be
entered, if using clothing thss SKU will end with –M, -L, etc., if just changing size you can change
the size to match the new requested size. Lastly, select the “Yes” button.
Issuing Credit(s)
1. Select the Credit button
2. Here is where you can issue various types of refunds:
a. Order Credit
b. Shipping Credit
c. Tax Credit
Note: Tax is automatically calculated on returns and/or lesser priced items
DA Gemini
Creating a New Ticket
1. After Login, select “New Item” from the Top Nav
2. Fill in all fields with necessary information
Note: All New Tickets start with:
Status = New
Resolution = Unresolved
Note: All New Tickets can be assigned to the DA CS queue unless otherwise instructed
by the a Supervisor
See below for Image.
New Ticket Form
Once complete, ticket should look similar to this:
3. In Order to work a selected Ticket, please enter a Comment (as shown above) and adjust the
fields below as required:
Accessing your Queue and Filtering Open Tickets
DA VendorNet
How to Cancel an Order
3. Login using your username and password
4. Enter the highlighted portion of the order number and hit the Go button: 11297765-
9313085
5. Select the Cancel Button
6. Select the Select Cancel button
7. Select the Cancel Reason in the dropdown, choose Cancel qty (box is difficult to see against
white background) then select the Cancel button to cancel the order.
How to Resubmit an Order
1. After pulling up the order select the Order Snapshot option
2. Next select the Print Order button
3. Lastly, select the Extract Immediately box then select the Click Here link, now the order has
been resubmitted
DA ROMS
ROMS (REMOTE ORDER MANAGEMENT SYSTEM)
URL: telnet:\\allflus2.aent.com
How to Cancel an Order
1. Once you log in you will be at the Remote Access Window where you enter 1 at the Enter
Selection # where the curser is blinking and hit enter
Enter the complete order number in the P/O Conf Field (you cannot copy and paste) then hit enter
2. Hit Enter once again to be taken to the following screen where you enter “c” for Cancel Order
where the cursor is blinking
3. Hit Enter and you will have the option to enter “y” to cancel the order after you hit enter again.
Note: once you hit enter the cancel is irreversible
ROMS (REMOTE ORDER MANAGEMENT SYSTEM)
URL: telnet:\\allflus2.aent.com
How to Change Order Addresses: SV Hold
1. Once you log in you will be at the Remote Access Window where you enter 1 at the Enter
Selection # where the curser is blinking and hit enter
2. Enter the complete order number in the P/O Conf Field (you cannot copy and paste) then hit
enter
3. Now you will be at the Order Entry/Maintenance screen where various tasks can be performed
4. Hit enter twice and enter O for Order Status where the cursor is blinking, screen pops-up
showing available options
5. Now select option 2: Ship to Demographics and hit enter
a. You enter the line item number where the cursor is blinking to make changes, hit enter
to advance to different fields on the same line
6. Once address has been corrected hit enter to advance to previous screen, we now need to clear
the SV Hold to release the order
7. Enter H where the cursor is blinking, cursor now advances to the “Hold” option, use the space
bar to clear the “SV” letters
8. Hit the enter key 4x to advance to the OK to Update page then hit Y and follow the prompts
until the address has been changed