{"action":"created","issue":{"url":"https://api.github.com/repos/kbower/tickettest1/issues/949","repository_url":"https://api.github.com/repos/kbower/tickettest1","labels_url":"https://api.github.com/repos/kbower/tickettest1/issues/949/labels{/name}","comments_url":"https://api.github.com/repos/kbower/tickettest1/issues/949/comments","events_url":"https://api.github.com/repos/kbower/tickettest1/issues/949/events","html_url":"https://github.com/kbower/tickettest1/issues/949","id":196511739,"number":949,"title":"Display customer id in error message if finance account number provided doesn't match the customer id it's linked to","user":{"login":"kbower","id":4621154,"avatar_url":"https://avatars.githubusercontent.com/u/4621154?v=3","gravatar_id":"","url":"https://api.github.com/users/kbower","html_url":"https://github.com/kbower","followers_url":"https://api.github.com/users/kbower/followers","following_url":"https://api.github.com/users/kbower/following{/other_user}","gists_url":"https://api.github.com/users/kbower/gists{/gist_id}","starred_url":"https://api.github.com/users/kbower/starred{/owner}{/repo}","subscriptions_url":"https://api.github.com/users/kbower/subscriptions","organizations_url":"https://api.github.com/users/kbower/orgs","repos_url":"https://api.github.com/users/kbower/repos","events_url":"https://api.github.com/users/kbower/events{/privacy}","received_events_url":"https://api.github.com/users/kbower/received_events","type":"User","site_admin":false},"labels":[{"id":502436440,"url":"https://api.github.com/repos/kbower/tickettest1/labels/allcustomers","name":"allcustomers","color":"fbca04","default":false},{"id":502425681,"url":"https://api.github.com/repos/kbower/tickettest1/labels/duplicate","name":"duplicate","color":"cccccc","default":true},{"id":502425682,"url":"https://api.github.com/repos/kbower/tickettest1/labels/enhancement","name":"enhancement","color":"84b6eb","default":true}],"state":"open","locked":false,"assignee":null,"assignees":[],"milestone":null,"comments":2,"created_at":"2016-12-19T20:23:29Z","updated_at":"2016-12-19T20:23:30Z","closed_at":null,"body":"_Imported from trac ticket 949.\nCreated by **rneville**\nOpened in trac: Jun 14, 2011, 11:47:08 AM\nLast modified in trac: Jul 19, 2011, 4:05:42 PM_\n***\n_by rneville:_\nKent or Rob,\n\n \n\nGood afternoon, I think I have two possible solutions to prevent this from stopping the sales process in the future as most if not every time it is the same customer.\n\n \n\n1.       We should show the user the customer name and address of the customer associated with that account number and give them the opportunity to update that information as most times when they searched for the customer they also entered their address information which is different than the one in our system because they have moved.\n\nI think I understand what you're saying. Feels like we're shooting the arrow and not the archer though...doesn't this mean that they have erroneously trying to create a new customer account and should instead select the actual customer record and update as necessary? This only alleviates the issue if they are writing a new sales order though, right? I have no problem in principle displaying the information for the customer record tied to that account number in the error message, but the rest already works...they just cancel out of the payment window and fix the customer to the right one and try again.\n\nI'm a tiny bit concerned that there's a training issue here too since if the customer's name, etc. are the same, the results should have put it (even with the wrong address) near the top of the results which seems to imply that they are skipping the search or not paying any attention to the results...\n\n<Wayne>\nI think your thinking is right but this gives them a second opportunity to correct the situation and complete the sale in the new POS otherwise they cannot save the sale. In most cases they either abandon the sale and key it in GERS or enter it without any finance information and then update it in GERS both of which extends the sales process and aggravates the customer unnecessarily.\n\n<Kent>\nI also feel it should be rare that the wrong customer is chosen just because they moved.  It would be better if the salespeople would ask \"have you purchased from Kane's before\" and if so and they can't find the record \"where did you move from\" etc.\n\nIt sounded like you want the ability to change the address information of the customer who owns the account number.  This only makes sense if you are changing the order to that customer at the same time.  Like Rob said, that won't work once the order has been saved.  Longer term, this is a great place for the \"customer merge\" functionality.\n\nIt would be trivial to put the full customer name and the customerid in the error.  That way, they can search for the customerid.  I also like Wayne's idea of being able to search by finance account number (though it partly seems out of place in the customer search, just because I think by the time the salesperson gets around to the \"how are you going to pay for this\" question, they are well past the point of already having searched for and selected a customer record....)\n\n<Kent>\nI'm missing something because you said \"otherwise they cannot save the sale.\"  If the sale hasn't been saved, don't they go to the customer section, search for the customer again and choose the correct customer and then proceed?  Is the problem simply that they don't know which customer to choose? (in which case, the error should say the customerid so they can find it).\n\n<Wayne>\nAs indicated in my previous email if the customer’s account number is already attached to multiple customer codes choosing another code is not going to solve the existing problem.\n\n<Wayne>\nGood morning, I agree with some of your comments but I want to highlight the multiple scenarios under which this situation arises:\n\n \n\n1.       The customer has an existing account attached to the finance company and the user tries to add another customer account. I believe in this scenario the error message should give the user to select the existing account, update the address if the customer has moved and update the order.\n\n<Rob>\nI think I agree, but I'm concerned about making it too easy because this seems very dangerous. To explain what I mean by dangerous, what if we were talking about credit cards here instead of finance accounts and we were storing credit cards numbers and their association with customer codes...certainly we wouldn't want some automatic method to arbitrarily allow the use of person A's credit card for person B, simply because person B presents persons A's account number - even if sometimes that was the right thing to do. Perhaps the error message could simply include the customer code that it's associated with and the salesperson could then go and change the customer on the order prior to saving (again - this assumes that this is all pre-save). Then at least, if the customer's name and other suspicious information seems radically different from the original customer account to which it was associated, we'd be forcing them to acknowledge that and hopefully prevent fraud.\n\n2.       The customer has multiple existing accounts attached to the finance company and the user tries to add another customer account. Here I believe the option to merge existing accounts prior to given the user the option to select the customer becomes important as just selecting one of the existing customer accounts will not help in completing the order as there are multiple attached to the same finance company.\n\n<Rob>\nWe've always planned on a customer merge process but this will not be something we're planning on tackling anytime in the next couple of months. GERS does not, to my knowledge, have a customer merge process so how did they deal with this previously? Or did you mean that they choose the customer record linked to this as the customer of record for that order after receiving the error message as I indicated above?\n \n\n3.       The customer has multiple existing accounts attached to the finance company and the user tries to use one of the existing accounts. Again, here the merge is necessary as just showing the customer code and information for the existing accounts will not help in completing the order.\n\n<Rob>\nNo different than the last one except at least in this scenario they're not making the problem worse by adding yet another customer record.\n \n\nAs you see by two out of the three scenarios that produce the error if the finance account number is already attached to more than one customer code displaying the customer name and information will not help in selecting the customer although it helps in the research process to cleanup or merge the already existing customer information. We have 174 GE_MONEY account numbers tied to multiple customer codes which I will start cleaning up however it would be great to get this process in place to allow the completion of the order.\n\n<Rob>\nHow are you cleaning them up? Perhaps that is the right answer?\n\nThe root cause, again, is multiple customer codes for the same actual person and having no way to fix this easily.\n\n<Wayne>\nGood morning, GERS has a merge process that we use to clean it up.\n\n"},"comment":{"url":"https://api.github.com/repos/kbower/tickettest1/issues/comments/268068310","html_url":"https://github.com/kbower/tickettest1/issues/949#issuecomment-268068310","issue_url":"https://api.github.com/repos/kbower/tickettest1/issues/949","id":268068310,"user":{"login":"kbower","id":4621154,"avatar_url":"https://avatars.githubusercontent.com/u/4621154?v=3","gravatar_id":"","url":"https://api.github.com/users/kbower","html_url":"https://github.com/kbower","followers_url":"https://api.github.com/users/kbower/followers","following_url":"https://api.github.com/users/kbower/following{/other_user}","gists_url":"https://api.github.com/users/kbower/gists{/gist_id}","starred_url":"https://api.github.com/users/kbower/starred{/owner}{/repo}","subscriptions_url":"https://api.github.com/users/kbower/subscriptions","organizations_url":"https://api.github.com/users/kbower/orgs","repos_url":"https://api.github.com/users/kbower/repos","events_url":"https://api.github.com/users/kbower/events{/privacy}","received_events_url":"https://api.github.com/users/kbower/received_events","type":"User","site_admin":false},"created_at":"2016-12-19T20:23:30Z","updated_at":"2016-12-19T20:23:30Z","body":"_**kbower** trac comment on Jul 19, 2011, 4:05:42 PM:_\n\nClosed as duplicate of [#974](974).\n"}}
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