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This section guides the user through the menu options that are available under the Codes menu.
Source codes identify the origin of certain actions—for example, if a customer calls to report a late paper, and a complaint is entered, the source of the complaint will be the customer, and a source code such as “Cust” will be used. Source codes entered with transactions are summarized on the District Manager Report, and many other reports as well. In addition, source codes entered with starts may be used in subscriber rating. Source codes can speed data entry and provide for consistent entry formats for producing ad hoc reports based on one or more source codes entered.
Also, Source Setup allows one to choose whether to charge an Activation Fee for a specific source code.
Note: You must set up a source code called “System”. This is the source code Circulation uses for all automatically created transactions.
Business Rules determine the source code for auto renew subscriptions and the default source code for new starts and subscriber payments. Business Rules also determine whether a source code is required for new starts, stops, complaints, moves, billing method changes, route reassignments, delivery schedule changes, temporary addresses, restarts, and subscriber payments.
In character Circulation, select Source from the Codes menu to display the Source Setup screen.
Select Add and complete the following fields.
SOURCE CODE
open (8)
Enter a source code, such as “carrier” or “subscriber”.
DESCRIPTION
open (30)
Enter a description of this source code.
START DATE, END DATE
date
Enter the date range during which this source code can be used. You may leave END DATE blank.
VALIDATE DID NOT ORDER
yes/no
Indicate if this source code should validate against “did not order” reason codes entered for stop transactions. When entering a stop reason code in Customer Service, “did not order” validation will occur if the most recently processed start transaction for the subscription had Validate Did Not Order set to “yes”.
CHARGE ACTIVATION FEE
yes/no
Indicate whether to charge Activation Fees against this Source Code. By default, the value is set to No.
SUBSOURCE REQUIRED
yes/no
Indicate whether entry of a subsource is required when this source is entered.
SUBSOURCE TYPE
predefined
If a subsource is required, indicate whether the subsources should be all carriers, routes, or DMs. Or, enter subsource and define your own subsources in SPECIFICS | SUBSOURCE.
If this source code will be used with new starts, stops, restarts or delivery schedule changes, you may want to create subsources for this source. For example, if you have a source code called “Tele” used for telemarketers who are selling new subscriptions, you might define a subsource for each of your telemarketers, so that comparative sales can be analyzed. You can use routes, carriers, or districts for subsources; or, you can select Specifics | Subsource to define other subsources (see below).
Source codes can be linked to start reason codes in Specifics | Reason Source. When the source code is used in a start, only reason codes linked to the source code can then be entered.
Select Accept to enter the source (and any related subsources) into the Circulation database.
Set up further subsources, or press F4 and select Exit to exit to the Setup menu.
Use the subsource specific to define subsources that are not carriers, routes, or district managers (telemarketers, for example). For source codes with a Subsource Type of “subsource”, you cannot Accept the record until you set up subsources by selecting Specifics | Subsource.
Select Specifics | Subsource from the Source Setup screen to display the Subsource Setup screen.
Select Add and complete the following fields.
SOURCE CODE
display
The source code entered on the Source Setup screen is displayed.
SUB SOURCE
open (8)
Enter a subsource for this source code.
START DATE, END DATE
date
Enter a date range during which this subsource is valid. End Date can be left blank.
DESCRIPTION
open (30)
Enter a description of this subsource.
Select Accept to accept the subsource.
Add more subsources, or press F4 and select Exit to return to the Source Setup screen.
Source codes may be linked to start reason codes, allowing a source code to have a limited number of reason codes that may be entered with it. For example, “Newstart” and “promo” might be the only reason codes valid if source code “customer” is entered for a start. If the source code is “carrier”, on the other hand, reason codes “2wkfree” and “1/2off” might be valid as well.
Note: If a source code is not tied to any reason codes at the time of the start, any reason code can be used with the source. However, if the source code is tied to one or more reason codes, only those reason codes can be entered.
Select Specifics | Reason Source from the Source Setup screen to display the Reason Source Setup screen.
Select Add and complete the following fields.
TRANSACTION TYPE
display
“Start” is displayed here. Currently, only start reason codes can be linked to source codes.
SOURCE CODE
display
The source code entered on the Source Setup screen is displayed.
REASON CODE
setup
START DATE, END DATE
date
Enter the date range during which this start reason code will be valid for the source code. End Date can be blank.
Select Accept to link the start reason code with the source code.
Link more start reason codes to the source code, or press F4 and select Exit to return to the Source Setup screen.
Enter a start reason code that is valid for this source code. The reason code must be defined in advance (see ).
Reason codes are entered with transactions, and explain why a transaction was carried out. Their main use is in data analysis. For example, if a stop was entered in Circulation, there might be several different reason codes set up for why the stop took place, such as “moving”, “poor service”, “no money”, or “don’t read”. A manager could then print a report to determine how many of the stops were because of poor service, and take appropriate action. Another use of reason codes is in tracking promotions and retention via the Start Analysis Report. They can also print on bundle tops and be used in subscriber rating rules.
Business Rules determine whether a reason code is required for subscriber payments, and the default subscriber payment reason code. Business Rules also determine the reason code used for stopping paid subscriptions that expire and are not renewed, stopping “start and bill” subscriptions that are never paid for, autostarting subscriptions by credit card payment, autostarting subscriptions by bank draft, and expire alert transactions.
Reason codes are summarized on the District Manager Summary Report.
Reason codes are defined for specific transaction types. The following reason codes are required by Circulation and are predefined by NAVIGA:
Expire
Payment
BillingChg
Payment
Renewal
Payment
ExpireChnge
PermStop
When you set up additional reason codes, you should define the reason code for all appropriate transaction types. For example, each time you set up a “billing change” reason code such as “billmeth” (billing method change), be sure to set up the reason code for Available Refund and Expire transactions (because a billing change could generate an available refund or expire transaction).
Some other reason codes you might set up are:
Move In
MoveIn
Moved into Area
Start
New
New Customer
Start
HalfOff
Half Price Promotion
<any>
Misc
Miscellaneous
Note: Never reuse a reason code for another purpose. For example, never change a stop reason from permanent to temporary.
Circulation transactions, and the reason codes that should apply to them, are listed below.
Available Refund
Reasons for all permanent stops and billing changes.
Billing Change
Reasons that apply to the following activities:
Add/change/delete a bill-to address or bill-to occupant.
Change in billing method (carrier collect, office pay, paid comp or unpaid comp).
Change a subscriber rate code.
Change the Y/N flag for sending renewals or invoices to subscribers.
Need to enter a PO number for a subscriber.
Change the number of renewals sent or the date the last renewal was sent.
Change the AAM column for an individual subscriber.
Change auto-renew credit card number and auto-renew term or length.
Add/change/delete tax exempt status.
All payment reasons.
Bonus Day
Reasons for delivering bonus day papers to subscribers (bonus papers are papers delivered on days, typically holidays, that are not on the subscriber’s normal delivery schedule).
Combo Change
Reasons for entering a combo change.
Day Pass
Reasons for starting a day pass subscription. If the day pass reason code will be used to determine the rate for the day pass, also define a start reason code for each day pass reason code, along with a Subscription Rule that has the start reason code selected in the Reason field.
Day Pass Usage
Reasons for using a day pass in a day pass bundle.
Delivery Schedule
Reasons that apply to the following activities:
Delivery schedule change (e.g., Sunday Only to 7-Day).
Change a subscriber rate code.
Vary the number of copies a subscriber receives on a particular day or days.
Dispute End
Reasons that a disputed invoice has been resolved.
Dispute Start
Reasons that a disputed invoice was recorded.
Draw Change
Reasons that increase/decrease draw on a home delivery route or single copy outlet, or add the initial draw for a single copy outlet.
End Grace
Reasons that end a subscriber’s grace period.
End Grace Change
Reasons that extend a subscriber’s grace period end date.
Expire
All billing change or payment reasons.
Expire Alert
A reason code is necessary in Business Rules if you use expire alerts.
Expire Change
Reasons that extend an office pay subscriber’s expire date (such as office error).
Grace Owed
Reasons for creating grace owed transactions after the grace period has expired.
Grace Paid
Reasons for paying off grace owed amounts.
Grace WOff
Reasons for writing off grace owed amounts, such as Old.
Move Out
Move out reasons: New House, Relocated, etc.
Move In
All move out reasons. You can have additional move in reason codes, such as Out State and Country.
Note
Reasons for notes that customer service reps view on-line, regarding a subscriber or subscription. For example, Contact.
NSF Payment
All payment reasons.
Outlet Note
Store note
Outlet Start
Store opening
Outlet Stop
Store closing
Payment
Payment reasons, including reasons for auto-renew and lockbox payments.
Payment Cancel
All payment reasons.
Payment Decline
Credit card decline reasons such as Over Limit.
Placement
Reasons for a delivery placement transaction (changing placements).
Rate Change
Reasons for changing a carrier collect subscriber’s rate.
Rebill
Reasons for reprinting a renewal notice or invoice.
Refund
Reasons for issuing a refund check.
Refund Export
Reasons for exporting refunds to an accounts payable system.
Refund WOff
Reasons for writing off a refund.
Renewal
All payment reasons.
Reroute
All reroute reasons, such as Reroute Due to Poor Service, Mass Rerouting, and Reroute for Router Correction.
Restart
Reasons for restarting a temp stopped subscription, such as Vacation.
Reverse Draw
Reasons for reversing draw changes.
Shortage
All shortage reasons, such as Carrier Short, Papers Stolen, Draw Error, etc.
Start
All start reasons, such as Contest, Promotion, Telemarketing, New in Town, etc.
Stop
All stop reasons, such as Can’t Afford, No Time To Read, Moving Out, etc.
Suspend
Reasons for temporarily stopping a subscription because the route has been suspended.
Temp Address
All temporary address reasons, such as Renovation, Hospital, etc.
Temp Address End
All temp address reasons. You can have additional end temp address reasons, such as Returned.
Transfer In/Out
All reasons for transferred money (or days) from one subscriber account to another. Note: A reason code of “Unalloc” must be created for use with transfers.
Unsuspend
Reasons for restarting subscriptions because the route has been reactivated.
Follow the procedure below to define a reason code.
In character Circulation, select Reason from the Code menu to display the Reason Setup screen. (Reason Setup is also available in the Graphical Setup module, but only Start and Delivery Schedule Change reason codes can be defined.)
Select Add and complete the following fields.
TRANSACTION TYPE
predefined
Press F2 and select the correct transaction type. Other fields on this screen become active based on the transaction type entered.
REASON CODE
open (8)
Enter the reason code.
START DATE, END DATE
date
Enter the date range during which this reason code may be used. You may leave End Date blank.
DESCRIPTION
open (30)
Enter a description of the reason code. This description appears on reports and F2 lookups.
PRINT ON RENEWAL
predefined
Transaction information may print on your renewal notices/ invoices, if your renewal format is one of the “export” formats (as governed by Business Rules). Indicate here whether transactions with this reason code should print on renewal notices in summary or detail, or never print on renewal notices. “Detail” will print every individual transaction, while “summary” will summarize all transactions with the same renewal description (entered in the field below). Up to 10 lines of transaction information can print on a notice.
RENEWAL DESCRIPTION
open (30)
If transactions with this reason code will print on renewals, enter a description to print on the renewal notice.
REQUIRE REMARK
yes/no
Indicate whether remarks must be entered by the associate when this reason code is used.
UPDATE DRAW
yes/no
Indicate whether the carrier’s draw should be updated when this reason code is used in Customer Service. This field is active only if the reason code is for a start, stop, reroute, or delivery schedule change. Enter “no” with caution. You might enter “no” for one or more reason codes to use after Conversion when not all subscribers are known or stored in the Circulation database, but the carrier’s draw is correct. You would then set an end date on those reason codes.
UPDATE EXPIRE
yes/no
Indicate whether the subscriber’s expiration date should be adjusted when this code is used. This field is active only for reroute, billing change, and delivery schedule transaction types.
REROUTE
yes/no
Indicate whether subscriptions with this reason code should be rerouted when Utilities | Subscription/Address | Rerouting is selected. This field is active only for reroute transaction types.
PRINT ON BUNDLE
yes/no
Indicate whether transactions with this reason code should print on bundle tops. This field is active only for starts, stops, restarts, reroutes and bonus days.
PRINT CODE ON BUNDLE
yes/no
Indicate whether the reason description should print in the message to the carrier on the bundle top.
SEND EMAIL CONFIRMATION
yes/no
This field opens only for start, stop, restart and payment reason codes. Indicate whether an e-mail conformation should be sent to the subscriber after entering a transaction with this reason code. See the User Manual for more information.
SHOW ON WEB ENTER ON WEB WEB DESCRIPTION
yes/no yes/no open (30)
These fields are used by iServices. Indicate whether this reason code should display on the web, and, if so, whether subscribers can use this reason code when entering transactions via iServices. If Show on Web is “y”, enter the description that should be displayed for the reason code.
PERMANENT
yes/no
If this reason code is for a stop transaction type, indicate whether stops with this reason code are considered permanent, i.e., after the stop is processed, the account is considered to be a non-subscriber.
RESTART REASON
setup
If the reason code is for a temporary stop, enter the default restart reason code that should be used when the subscription is started again.
CONTROLLABLE
yes/no
If the reason code is for a permanent stop, indicate whether the stop is considered “controllable”. For example, a reason code of “poor service” is controllable, while a reason code of “move” may not be.
APPLY VACATION RULES
yes/no
If this is a temp stop reason code, indicate whether vacation credit rules (which automatically donate copies for up to a certain number of stopped days when a subscriber is temp stopped) should be applied. Vacation credit rules will only be applied to a temp stop if the reason code has Apply Vacation Rules set to “y” and vacation credit rules are used (based on the Business Rules). The default is “n”.
VACATION PACK
yes/no
If the reason code is for a temporary stop, this field determines whether Vacation Pack is defaulted to “y” or “n” during a stop transaction.
ONLINE VACATION
yes/no
If this reason code is for a temporary stop, set this field to “y” if the subscriber should be placed on a digital vacation pack when the reason code is selected. In the case of a digital vacation pack, the subscriber is given access to the online edition of the publication during the vacation period. If a reason code has Vacation Pack set to “y,” Online Vacation cannot be set to “y” (separate codes must be used for regular and digital vacation packs).
GRACE PAYMENT %
integer (3)
ALLOW AUTOSTART
yes/no
If the reason code is for a permanent stop, indicate whether subscribers who stop with this reason code should be auto-started by the system if they later send in a payment. Note that in order for the auto-starts to occur, the Business Rule, Should a payment auto-start a former subscriber?, (Subscriber Payments section) must also be set to “Always”.
DID NOT ORDER
yes/no
This field identifies “did not order” reason codes, which are used when entering stop transactions to indicate that the customer did not order the paper. If this field is set to “yes”, the “did not order” validation will occur when entering stop transactions in Customer Service.
NO CONTACT CODE
setup
For permanent stops only. Enter the “do not contact” solicitation code with which the occupant’s record will be updated when this transaction is processed.
Select Specifics | Reason Info and enter additional information about the reason code, if needed (see below).
Note: If this is a Stop reason code, you can select SPECIFICS | REASON CHG FEE and attach a cancellation fee to the reason code, if needed (see below).
Select Accept to enter the reason code into the database.
Set up more reason codes, or press F4 and select Exit to exit to the Setup menu.
Additional information about the reason code can be entered in Specifics | Reason Info. You can select this specific if you want to:
Specify the GL account that should be used for expire change transactions. Expire changes will debit or credit your Unearned Revenue account, and an offsetting debit or credit will be posted to the Expire Change account identified here. For example, if you agree to extend a subscriber’s expire date a week because of poor service, the value of a week’s worth of that subscription will be credited to Unearned Revenue and debited from Expire Change. If an expire change shortens a subscription, on the other hand, Unearned Revenue will be debited and Expire Change credited.
Specify the GL account that should be used for refund overrides. If a subscriber is refunded an amount greater than the available refund, this account will be debited for the value of the refund override amount.
Produce carrier collect invoices (see the User Manual); this is where you define the conditions under which a transaction with this reason code should generate a carrier collect invoice if invoices are created in between billing dates.
Specify valid Zip codes for new start and delivery schedule reason codes. The reason codes will only be valid for the Zip codes you specify. For example, if the delivery schedule “DODS” is valid only for Zip codes that begin with 55, associates will not be able to use the reason code for a subscriber in, say, Zip code 30440.
Indicate at the publication level whether transactions with this reason code should print on renewal notices, if one of the renewal notice export formats is used.
Enter reminder messages that should display in a popup window when the reason code is entered (start, stop and restart reason codes only).
Select Specifics | Reason Info from the Reason Setup screen to display the Reason Info Setup screen.
Select Add and complete the following fields.
TRANSACTION TYPE, REASON CODE
display
The reason code and transaction type will display from the Reason Setup screen.
PRODUCT
setup
Enter the product for which you are entering reason info.
ZIP CODE
open (5)
ZIP CODE EXTENSION
open (4)
Specify the Zip code extension for which the reason code is valid, or enter “*” to include all Zip code extensions of the Zip code entered above.
DISTRICT ZONE REGION AREA
setup
These fields are available only for ExpireChnge reason codes. These fields allow the general ledger account numbers defined with the reason code to vary by district, zone, region, and area. If you enter a district, the Area, Region, and Zone fields will be set to “*” and skipped. Similarly, if the district is set to “*” and a zone is entered, the region and area will be set to “*” and skipped.
START DATE, END DATE
date
Enter the date range during which this reason code information is valid. You may leave End Date blank.
PRINT ON RENEWAL, RENEWAL DESC
predefined open (30)
These fields also display on the Reason Setup screen. If you enter Reason Info for a product, however, these fields will override the settings on the main screen. Enter the Print on Renewal setting and description for the product above.
GL ACCOUNT
setup
Enter the GL account number that should be used as the Expire Change account for expire changes with this reason code and product. If this field is blank (or no Reason Info records are entered for the reason code), expire changes will be written to a blank GL account. If multiple records are entered (i.e., for different Zip codes), the GL account for the first record will be used.
GENERATE ARREARS
predefined
Indicate under which conditions a carrier collect invoice should be created if invoices are run for arrears in between billing dates and a subscriber has a transaction with this reason code. An invoice can be produced if CC INVOICE EXPORT is run before batch, after batch, or both. If transactions with this reason code should not cause an invoice to be produced, set this field to never.
GENERATE ADVANCE
predefined
Generate Advance works the same as Generate Arrears, but it is used when invoices are run for advance in between billing dates.
REMINDER MESSAGE
unlimited
If the reason code is for a start, stop or restart, you may compose a reminder message here. The message will appear in a popup box when the subscriber enters this reason code with a transaction in Customer Service. For example, the reminder “Remember to ask for NIE donation” might display for a stop reason code.
Select Accept to enter the reason info into the database.
Enter reason info for other products, or press F4 and select Exit to exit to the Reason Setup screen.
To discourage early subscription cancellation, a cancellation fee can now be charged to subscribers to reduce the amount of an available refund. Cancellation fees are based on the stop reason, and the amount can vary by stop reason and delivery schedule.
The Reason Chg Fee specific in Reason Code setup allows you to attach a cancellation fee to selected reason codes for Stop transactions. When entering a stop, and the stop reason has a cancellation fee, a message will display the cancellation fee and the final available refund amount. The cancellation fee does not include GST. For example, if the fee is 5.00 and GST is 10%, a total of 5.50 will be taken out of the account.
The cancellation fee will debit Unearned Revenue and credit the GL account associated with the cancellation donation code assigned to the stop reason.
Note: This Specifics option is available only for Stop reason codes.
Select Specifics | Reason Chg Fee from the Reason Setup screen to display the Reason Change Fee Setup screen.
Select Add and complete the following fields.
TRANSACTION TYPE
display
“Stop” is displayed.
REASON CODE
display
The reason code is displayed.
PRODUCT
setup
Enter the product to which this fee applies.
DELIVERY SCHEDULE
setup
Enter the delivery schedule to which this fee applies.
START DATE, END DATE
date
Enter the date range for which this fee is valid.
DONATION CODE
setup
Enter the donation code to apply to the cancellation fee.
CHARGE OR CREDIT
predefined
Enter Charge.
AMOUNT
decimal (8)
Enter the amount of the cancellation fee. Either this amount or the subscriber’s available balance, whichever is less, will be charged.
Select Accept to enter the cancellation fee info into the database.
Enter additional cancellation fees, or press F4 and select Exit to exit to the Reason Setup screen.
Complaint reason codes can be set up to explain the nature of the complaints called in to the newspaper. For example, you could set up complaint codes for “wet”, “missed”, or “late”. Complaint codes also indicate which complaints (if any) should have carrier charges attached to them.
In character Circulation, select Complaint from the Code menu to display the Complaint Code Setup screen.
Select Add and complete the following fields.
COMPLAINT CODE
open (8)
Enter a complaint code, such as “late” for late papers or “missed” for missed delivery.
COMPLAINT TEXT
open (60)
Enter the text for this complaint code, such as “late delivery” or “missed delivery”.
DAYS ADJUST
integer (5)
Enter the default number of days a subscriber’s subscription period should be automatically adjusted if a complaint with this code is entered. The number of days you enter in this field cannot exceed the maximum number of days established in Business Rules.
START DATE, END DATE
date
Enter the date range during which this code can be used. You may leave End Date blank.
COMPLAINT TYPE
predefined
VALID WHEN
predefined
Some complaint codes are not valid throughout the day. For example, if a subscriber complains about a missed delivery before the guaranteed delivery time, the “Missed” complaint code might not be valid; a different complaint code might have to be used, which did not charge the carrier. A wet paper complaint, on the other hand, may be valid any time. In this field, indicate whether the complaint code is valid before or after the delivery route’s deadline. Or, enter always if the code can be used at any time.
BONUS
—
This field is not currently used by Circulation.
DELIVERY COMPLAINT
yes/no
Indicate whether complaints with this code are caused by delivery errors. Delivery complaints are included in the complaints per 1000 delivery calculation. This calculation shows up on the DM Report and the Complaint Report. Delivery complaints are also used in complaint escalation.
REMOVE DELIVERY CREDITS
yes/no
Indicate whether carrier delivery credits should be removed when this complaint code is used.
PRINT ON RENEWAL
predefined
Complaints may be printed on subscriber renewals, if you export renewal information rather than printing forms from Circulation (a Business Rules consideration). If you want complaints to be printed, indicate whether they should be printed in detail (each individual complaint listed separately) or summary (complaints with the same renewal description will be summarized on one line). Or, enter never if you do not want complaints to be printed on renewal notices.
RENEWAL DESC
open (30)
This field opens only if you entered “detail” or “summary” in the field above. You may enter a description for this complaint that will be printed on the renewal notices with the complaint code.
SHOW ON WEB ENTER ON WEB WEB DESCRIPTION WEB DISPLAY ORDER WEB DEFAULT
yes/no yes/no open (30) integer (3) yes/no
These fields are used by iServices. Indicate whether this complaint code should be displayed on the Web and whether subscribers can use it when entering a complaint in iServices. Also, enter a description of the complaint code that will be used in iServices, as well as the sort order in which it will appear in combo boxes. In Web Default, indicate if this code is the default complaint code used in iServices.
REDELIVER
yes/no
Indicate whether “y” should be displayed as the Redeliver default on the Complaint screen.
DISPATCH
yes/no
Indicate whether “y” should be displayed as the Dispatch default on the Complaint screen when this code is used.
CHARGE CARRIER
yes/no
Indicate whether “y” should be displayed as the CHARGE CARRIER default on the Complaint screen. In order to charge a carrier with this complaint code, it must be linked to a charge code in SPECIFICS | COMPLAINT CHARGE (discussed below).
URGENT
yes/no
Indicate whether “y” should be displayed as the Urgent default on the Complaint screen when this code is used.
PRINT FOR CARRIER
yes/no
Indicate if a complaint entered with this code should be printed on the carrier’s bundle top.
DISCOUNT
—
This field is not currently used by Circulation.
VALIDATE FOR ‘DID NOT ORDER’ STOP
yes/no
Indicate if this complaint code validates against “did not order” stop transactions. If a subscriber stopped with a “did not order” stop reason, but has complaints that validate against “did not order,” that may affect how many days are moved out of paid circulation for AAM reporting. The warning messages generated when processing the perm stop will state that a complaint exists that validate against “did not order.”
REMOVE DROP CREDITS
yes/no
Indicate whether carrier drop credits should be removed when this complaint is used. Drop credits apply only when carriers are compensated on a per-household address basis.
VALID ON NON-DELIVERY DAY
yes/no
Indicate if this complaint code can be used on days when the subscriber does not receive delivery. For example, a Sunday-only subscriber may call in a complaint on Monday for a missed paper on the previous Sunday. If this field is set to “y,” Customer Service will be able to enter the complaint for Monday (the day they received the call) instead of Sunday. Note: Valid On Non-Delivery Day cannot be used with Remove Delivery Credits because delivery credits are based on route draw. When there is no route draw on a non-delivery day, there is no credit to remove. Setting Valid On Non-Delivery Day to “n” will prevent the complaint code from being used on days that are not part of the subscriber’s delivery schedule.
VALID ON ONLINE DAY
yes/no
Indicate if this complaint code can be used on days when the subscriber receives online delivery only.
ALLOW DIGITAL ACCESS
yes/no
This field defaults only opens if the Business Rule Do you allow access to the digital edition for complaints? is set to “Yes” and the complaint type is “Normal” or “Both” (not “Formal”). Set Allow Digital Access to “y” to if access to a digital edition of the publication can be offered to resolve complaints with this complaint code.
If this complaint code has a carrier charge attached to it, select Specifics | Complaint Charge to link the complaint code and the charge code (see below).
Select Specifics | Complaint Info and enter additional information about the complaint code, if needed.
Select Accept to enter the complaint code into the database.
Set up more complaint codes, or press F4 and select Exit to exit to the Setup menu.
Use this specific to link a charge to a complaint code. Whenever the complaint code is applied, the charge will be applied to the carrier in question.
Note: You will not be able to link complaint codes with charge codes until charge codes have been set up (see Charge/Credit Code).
Select Specifics | Complaint Charge to display the Complaint Charge Setup screen.
Select Add and complete the following fields.
COMPLAINT CODE
display
This field is defaulted from the Complaint Code Setup screen.
PRODUCT
setup
Enter the product for which this complaint charge information applies, or enter “*” to include all products.
COMPLAINT TYPE
predefined
Indicate whether this complaint charge information will be used for normal complaints or formal complaints using this complaint code. Enter “*” if the charge information should be used for both complaint types.
ROUTE TYPE, DISTRICT, AAM ZONE
setup
Different complaint charge codes and default amounts can be defined for different route types, districts, or AAM zones. In these fields, enter the entity to which the complaint charge information applies, or enter “*” to include all.
CHARGE
setup
For each day of the week, enter the charge code that should be used for complaints with this complaint code.
AMOUNT
decimal (5)
For each day of the week, enter the amount that should default for charges for complaints with this complaint code.
Select Accept to accept the complaint charge.
Define more complaint charges, if you wish. To exit to the Complaint Code Setup screen, press F4 and select Exit.
Additional information about the complaint code can be entered in Specifics | Complaint Info. You can select this specific if you want to:
Specify the GL account that should be used for expire change transactions due to complaints. For example, if a complaint for a missed paper extends a subscriber’s expire a day, the Expire Change GL account entered here will be debited (and Unearned Revenue will be credited).
Indicate at the publication level whether complaints with this complaint code should print on renewal notices, if one of the renewal notice export formats is used.
Select Specifics | Complaint Info from the Complaint Code Setup screen to display the Complaint Info Setup screen.
Select Add and complete the following fields.
COMPLAINT CODE
display
The complaint code will display from the Complaint Code Setup screen.
PRODUCT
setup
Enter the product for which you are specifying complaint info.
DISTRICT ZONE REGION AREA
setup
These fields allow the general ledger account numbers defined with the complaint code to vary by district, zone, region, and area. If you enter a district, the Area, Region, and Zone fields will be set to “*” and skipped. Similarly, if the district is set to “*” and a zone is entered, the region and area will be set to “*” and skipped.
START DATE, END DATE
date
Enter the date range during which this complaint information is valid. You may leave End Date blank.
PRINT ON RENEWAL, RENEWAL DESC
predefined open (30)
These fields also display on the Complaint Code Setup screen. If you enter Complaint Info for a product, however, these values will override the settings on the main screen. Enter the Print on Renewal setting and description for the product above.
GL ACCOUNT
setup
Enter the GL account number that should be used as the Expire Change account for expire changes with this complaint code and product. If this field is blank (or no Complaint Info records are entered for the complaint code), complaint expire changes will be written to a blank GL account.
REMINDER MESSAGE
unlimited
If the complaint code is for a start, stop, or restart, you may compose a reminder message here. The message will appear in a popup box when the subscriber enters this complaint code with a transaction in Customer Service.
Select Accept to enter the complaint info into the database.
Enter complaint info for other products, or press F4 and select Exit to exit to the Complaint Code Setup screen.
Renewal notices for route-delivered subscribers are often delivered by the route’s carrier. This saves the newspaper postage, but some subscribers may prefer to have the renewal notices mailed to them via the post office or e-mail. For example, the carrier might insert the renewal notice in the Sunday paper; some subscribers may overlook it there and so ask the newspaper to mail the notices. When this happens, an associate can override the delivery method of the renewal notice, changing it to mail-delivered.
Renewal notice delivery method overrides can be entered as part of a new start or billing change. As part of the transaction, a renewal override code must be supplied. The override code provides a description of the override, such as “asked” (subscriber asked to have the renewal mailed), “lost” (carrier-delivered renewal notice kept getting lost) or “ebill” (subscriber prefers to have renewal notice e-mailed to them).
Select Renewal Override from the Codes menu to display the Renewal Override screen.
Click the Add icon and complete the following fields.
RENEWAL OVERRIDE CODE
open (8)
Enter an ID for this renewal notice delivery method override code.
DESCRIPTION
open (15)
Enter a description of the code.
Click OK to save the renewal override code in the database or Add Another to save the existing code and add another renewal override code.
If an export format is selected for renewal notices, the renewal notices will print to the file /dti/exchange/cm/renewalsmmdd, where “mm” and “dd” are the month and day. Subscribers with certain rate codes, however, can be exported to a separate ASCII file instead. For example, subscribers with promotional rates might be exported to a separate promotional file, which can then be imported into a different renewal notice template. Renewal groups, defined here, are used to direct renewal notices to separate ASCII files, based on rate code.
In character Circulation, select Renewal Group from the Codes menu to display the Renewal Group Setup screen.
Select Add and complete the following fields.
RENEWAL GROUP
open (8)
Enter an ID for this renewal group.
DESCRIPTION
open (30)
Enter a description of the renewal group.
ASCII FILE NAME
open (30)
Enter the file name for this renewal group. Subscribers in the group will have renewal notices exported to this file in the /dti/exchange/cm directory.
Select Specifics | Renewal Group Rate Code and enter the subscriber rate codes that belong to this group (see below).
Select Accept to enter the renewal group into the database.
Define another renewal group, or press F4 and select Exit to exit to the Setup menu.
Subscriber rate codes are added to renewal groups in this specific. When running renewal notices, if Separate By Group is set to “y”, subscribers with rate codes entered here will be exported to the ASCII file specified for this group.
Select Specifics | Renewal Group Rate Code from the Renewal Group Setup screen to display the Renewal Group Rate Code Setup screen.
Select Add and complete the following fields.
RENEWAL GROUP
display
The renewal group is displayed here.
RATE CODE
setup
Enter a subscriber rate code that belongs to this renewal group.
START DATE, END DATE
date
Enter the date range during which the rate code should belong to this renewal group. End Date may be left blank.
Select Accept to add the rate code to the renewal group.
Add more rate codes, or press F4 and select Exit to exit to the Setup menu.
Subscribers can donate amounts to a carrier account, NIE program, nursing home or other entity as part of the following transactions:
Permanent stop. All or part of the remaining balance (available refund) may be donated.
Temporary stop. All or part of the temporary stop days can be donated, and the expire date adjusted accordingly.
Restart. All or part of the temporary stop days can also be donated as part of the restart transaction.
Transfer. A specified amount can be transferred from the subscriber’s account to whoever receives the donation, and the expire date adjusted accordingly.
Donations will credit either a carrier account or a specific GL account (as in the case of an NIE program). Donations applied to carriers create a miscellaneous credit.
In character Circulation, select Donation from the Code menu to display the Donation Setup screen.
Select Add and complete the following fields.
DONATION CODE
open (8)
Enter an ID for this donation code.
START DATE, END DATE
date
Enter a start date and, optionally, an end date during which this code may be used.
DESCRIPTION
open (30)
Enter a description of this donation code.
EMPLOYEE TYPE
predefined
Indicate if this donation code is valid for Employees, Non-Employees, or Both.
Select Accept to save the donation code. To enter more information, you would select Donation from the Specifics menu.
Set up more donation codes, or press F4 and select Exit to exit to the Setup menu.
Select Donation Info to make a donation code valid for specific publications or all publications and define the donation type.
Select Specifics | Donation Info to display the Donation Info Setup screen.
Select Add, and enter the information described in the table below.
DONATION CODE
display
The donation code is displayed.
PRODUCT
setup
Select the product for which this donation code is valid, or enter “*” to select all products.
START DATE, END DATE
date
Enter a start date and, optionally, an end date during which this code may be used.
DONATION TYPE
predefined
Indicate whether donations using this code should be applied to the current account, ask for account (the associate will be prompted for an account ID while entering the transaction), specific account, or GL account.
COMPANY
setup
If the donation type is “GL account” or “specific account”, enter the company for the GL account or carrier account (a GL account or carrier account may belong to several companies).
GL ACCOUNT
setup
If the donation type is “GL account”, enter the GL account that should be credited when this donation code is used.
ACCOUNT, BILL SOURCE
setup setup
If the donation type is “specific account”, enter the carrier account number that should be credited when this donation code is used. Also enter the bill source which should be credited (a carrier account may belong to several bill sources or companies).
CHARGE CODE
setup
ENTER ON WEB WEB DESCRIPTION
yes/no open (30)
These fields are used by iServices. You can control whether subscribers can use this donation code when entering temp stops. If so, enter the description that should display with it the donation code. Note: These fields will be skipped if the Donation Type is ask for account.
Select Accept to save the information.
Enter donation information for another product, or press F4 and select Exit to exit to the Donation Setup screen.
Circulation has the ability to track all outbound subscriber and non-subscriber contacts, with an option to send an e-mail (for e-mail contacts) and display any source documents associated with the contact. Examples of source documents include direct mail flyers, campaign scripts, upsell letters and welcome letters.
Contacts can be created with Targeted Marketing processing and the Subscriber Activity Export, and entered manually in Customer Service (see the User Manual). Contacts are associated with occupant records when possible. When an occupant cannot be located, they are associated with the address record instead.
Note: In order to send a confirmation e-mail as part of a contact transaction in Customer Service, you must define a contact type called “Email”.
Select Setup | Subscription | Codes | Contact Type to display the Contact Type screen.
Click the Add icon and complete the following fields.
Click OK to save the contact type in the database or Add Another to save the existing record and add another contact type.
Use this option to define contact reasons and associate customer documents with them.
Select Setup | Subscription | Codes | Contact Reason to display the Contact Reason screen.
Select Add and complete the following fields.
Click OK to save the contact reason in the database or Add Another to save the existing record and add another contact reason.
Your newspaper may give a promotional gift, such as a bag or a coffee mug, to new subscribers or subscribers who change delivery schedules. You can use Circulation to track these gifts via merchandise codes, which are set up here.
Merchandise codes are typically entered during new starts or delivery schedule changes. A merchandise code will only be available if it is valid for the used for the new start or delivery schedule change. For example, you might give away a coffee mug to new subscribers who ask for your three free day promotion (reason code 3-Free) or existing subscribers who change from a Wknd to a 7-day delivery schedule (reason code Wknd>7).
Merchandise codes can be entered as part of the start or delivery schedule transaction. They do not, however, impact the subscriber’s account or the general ledger.
In character Circulation, select Merchandise from the Code menu to display the Merchandise Setup screen.
Select Add and complete the following fields.
Select Specifics | Merchandise Reason to link the merchandise code to reason codes (see below).
Select Accept to enter the merchandise code into the database.
Set up more merchandise codes, or press F4 and select Exit to exit to the Setup menu.
As mentioned above, merchandise codes can be entered during new starts or delivery schedule changes, if the merchandise code is valid for the reason code used. So, for example, if a new start is entered using reason code “Newstart”, any of the merchandise codes that are valid for “Newstart” can be entered in the Merchandise field (or the field can be left blank).
To make a merchandise code valid for a reason code:
Select Specifics | Merchandise Reason from the Merchandise Setup screen to display the Merchandise Reason Setup screen.
Select Add and complete the following fields.
Select Accept to link the merchandise code to the reason code.
Make the merchandise code valid for another reason code, or press F4 and select Exit to exit to the Setup menu.
If you allow alternate credit card numbers (tokens) to be interfaced with subscriber payments, token prefixes must be defined here. The Business Rule— Do you allow alternate values in the credit card field? (Subscriber Payments section) determine whether alternate credit card numbers are used. For example, if you are interfacing payments from ISD (Chatterbox) through the Customer Service API, you may need to store alternate credit card numbers.
If you do not allow alternate credit card numbers, this setup can be skipped.
Note:
Once the Business Rule above is set to “Yes,” only credit card numbers with prefixes that match a CC Token Prefix code can be entered.
A tool, tools/isdconvert/isdconvert, can be run from the Progress Editor to export credit card numbers to ISD and import tokenized numbers from ISD.
Select CC Token Prefix from the Setup | Subscription | Codes menu to display the Credit Card Token Prefix screen.
In the lower part of the screen, click the Add Credit Card Token Prefix icon.
Select the credit card type for this prefix in the Credit Card Type field. Only credit card types set up in Credit Card Account setup can be selected (see ).
In the Valid Prefix field, enter the 2-digit credit card prefix. Typically the prefix is less than 10 or greater than 90 to differentiate them from real credit card numbers.
Click OK to add the credit card prefix.
Rewards programs are promotional offers that give consumers credits for purchasing a product. The credits may be air miles, points, or other incentives. Newspapers sometimes offer rewards to their subscribers, based on the subscription payment term. For example, a subscriber may earn 100 air miles by purchasing a 3 month term. In order to manage rewards in Circulation, a must be created and offer codes such as “New Sub Promo” must be defined via this option. Each reward program may have any number of offers defined, such as “New Subscriber” or “June 2008 promotion”. Offers are usually tied to promotional campaigns.
Select Offer Code from the Code menu to display the Offer Code screen.
Click the Add icon and complete the following fields.
Click OK to save the offer code in the database or Add Another to save the existing code and add another offer code.
Subscribers and non-subscribers often request to be excluded from sample delivery, crewing, phone solicitation and mail solicitation. To avoid soliciting these customers, you can devise various solicitation codes, such as “Nocall” or “Nomail”. These solicitation codes can be assigned to occupants and viewed in Customer Service. They can also be used to include or exclude occupants in Targeted Marketing selections. So, for example, you may be selecting recently stopped subscribers in TM for a telemarketing campaign; in order to avoid calling no-solicit subscribers, you can exclude the “Nocall” solicitation code from the selection.
Select Solicitation from the Code menu to display the Solicitation Code screen.
Click the Add icon and complete the following fields.
Click OK to save the solicitation code in the database or Add Another to save the existing code and add another solicitation code.
If the reason code is for a permanent stop, enter the minimum percentage of grace owed that must be paid in order to auto start the subscriber (you can set Business Rules to automatically start previously stopped subscriptions if a payment is received). The default is 100% (i.e., the entire grace owed amount must be paid), which is the maximum. So, for example, if a subscriber owes 20.00 in grace, and this field is set to 50%, a payment of 11.00 will auto start the subscription. A payment of only 8.00, on the other hand, will not start the subscription—the 8.00 will simply be applied to the grace owed. See for more information about grace.
If the reason code is for a new start or delivery schedule change, and is valid only for specific subscriber Zip codes, enter a Zip code here. If a reason code is valid in several Zip codes, you will need to enter multiple records (one for each Zip code). Note that in order to limit reason codes by Zip code you must have reason code override security defined (see ). Users that have security to override reason codes will be able to use them in any Zip code.
Indicate whether this complaint will be used for formal complaints, normal (non-formal) complaints, or both. Formal complaints are used in .
If this donation applies to a carrier, enter the charge code for the donation transaction. For more information about charge codes (see ).
CONTACT TYPE
open (8)
Enter a contact type, such as “Followup” or “Upsell”.
DESCRIPTION
open (30)
Enter a description of this contact type.
MERCHANDISE CODE
display
The merchandise code is displayed.
PRODUCT
setup
Enter a publication for which this merchandise code is valid.
TRANSACTION TYPE
predefined
Indicate whether the reason code that will be entered in the next field is for a new start (Start), delivery schedule change (DelivSched), or billing change (BillingChg).
REASON CODE
setup
Enter a reason code for which this merchandise code is valid.
START DATE, END DATE
date
Enter the date range during which the merchandise code will be valid for the reason code above. End Date may be left blank.
CONTACT REASON
open (8)
Enter a contact type, such as “Followup” or “Upsell”.
START DATE, END DATE
date
Enter the date range during which this contact reason is valid.
DESCRIPTION
open (30)
Enter a description of this contact reason.
DOCUMENT
open (50)
Specify the document name to be associated with this contact reason. Document names are defined using the DOCUMENTS option in the Graphical Setup module.
MERCHANDISE CODE
open (8)
Enter an ID for this merchandise code.
START DATE, END DATE
date
Enter a start date and, optionally, an end date during which this code may be used.
DESCRIPTION
open (30)
Enter a description of this merchandise code.
REWARD PROGRAM
predefined
Select the reward program for which you are defining the offer.
OFFER CODE
open (8)
Specify a code ID for the offer code.
START DATE, END DATE
date
Enter the date range for which this offer is valid.
DESCRIPTION
open (30)
Enter a description of this offer.
ALLOW MANUAL
yes/no
Indicate whether manual rewards may be entered for this offer code, via Customer Service. Note that if an offer is valid for a subscriber’s rate code, a manual reward may still be entered even if this field is set to “n” (typically, this would be an adjustment to a generated reward).
SOLICITATION CODE
open (8)
Enter an ID for this solicitation code.
START DATE, END DATE
date
Enter a start date and, optionally, an end date during which this code may be used.
DESCRIPTION
open (30)
Enter a description of this solicitation code.
DEFAULT ACTIVE DAYS
integer (7)
If applicable, enter the default number of days for which this code will be active when entered in Customer Service or loaded using Subscriber Activity Import.
