OMS User Guide: Role-Based Navigation

Introduction

Navigate the sections in the same sequence as the OMS User Guide. This structure mirrors the official guide to ensure consistency and easy cross-reference.

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Who This Page Is For

Role	What you do in OMS
Customer Support [CS]	Manage customer interactions and order-related actions, including order status updates, shipment address validation, note management, cancellations, fraud checks, payment receipts, and price adjustments.
New Member [NM]	Build foundational knowledge and perform core customer support activities, including signing in, navigating OMS, searching orders and returns, adding notes, providing order status, processing cancellations, and handling return actions.
Operations Specialist [OP]	Oversee operational workflows, including monitoring order queues, exporting reports, managing payment updates, handling pre-shipment dependencies, and working with order and return line reporting.

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Section 1 — Getting Started

Topic	Roles
Sign in to OMS	CS, NM, OP

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Section 2 — Searching and Exporting Orders

Topic	Roles
Access the Order Tab from OMS Dashboard	CS, NM, OP
Monitoring Orders with Order Status Queues and Order Feed	CS, OP
Search Orders (OMS Dashboard)	CS, NM
Search Orders (Order Tab)	CS, NM
Order Built-In Filter	CS, OP
Export Order Report	OP

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Section 3 — Order Flows & Details

Topic	Roles
Access Order Flow	CS, NM, OP
Access Order Item Flow	CS, OP
Access Delivery Flow	CS, OP
Customer Classification	CS

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Section 4 — Order Actions

Topic	Roles
Add Note to Order	CS, NM
Add Note to Order Item	CS, NM
Providing Real Time Order Status	CS, NM
Order Status Response Table	CS, NM
Shipment Address Validation	CS, OP
Force Edit Shipment Address	CS
Cross-Country Fraud Check	CS, OP
Download Payment Receipts	CS
Apply Price Adjustment	CS
Cancel Order	CS, NM
Order Cancellation Eligibility	CS, NM
Order Lifecycle Time Windows	CS, OP

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Section 5 — Payments & Operations

Topic	Roles
Update Authorized to Captured Payments	OP
Authorized vs Captured Amount	CS, OP
Pre-Shipment Dependency Task	OP

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Section 6 — Return Management

Topic	Roles
Search Return Order (OMS Dashboard)	CS, NM
Search Return Order (Return Tab)	CS
Return Order Filter	CS, OP
Access Return Item Flow	CS, OP
Access Return Tab	CS, NM, OP
Access Return Order Flow	CS, OP
Add Return Note	CS, NM
Download Credit Note	CS
Export Return Report	OP

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Section 7 — Return Actions

Topic	Roles
Enable Return for Non-Returnable Item	CS
Return Request Outcome Options	CS, NM
Update Item Return Date	CS
Set Return Review Outcome	CS
Modify Returnable to Non-Returnable	CS

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Section 8 — Order Lines & Return Lines

Topic	Roles
Access Order Lines	OP
Export Order Line Report	OP
Access Order Item Feed	OP
Order Line Filter	OP
Access Return Lines	OP
Export Return Line Report	OP
Access Return Item Feed	OP
Return Line Filter	OP