GS2 Job Aid

GS2 allows you to bring up customer information, similar to Evolve. Each button on the
left hand side performs a particular function. If you are unsure of the function being
performed, simply hover your mouse over each button and tips will be displayed.

The following information can be found within GS2:

Account Number Lookup
Balance / Account Status
Address / Phone / Email Updates (This is view only for BPOs)
Card Status
Statements
Authorizations
Memos
Referral Codes
This job aid will cover each function that can be performed in GS2. Please note, when
performing an update in GS2, after pressing the ENTER key on the keyboard, you
should see the following message at the bottom of the screen:

This will tell you that an update was made if you do not see this message, it is likely
the account was not updated!

Logging in and out

It is crucial that you always log into the application before using any of the other
commands. To log in, follow the steps below:
1.Click the Log In button which brings you to a prompt that asks for both a username
and password. Once you have typed both items, press the ENTER key on the
keyboard. Please note that new users will need to establish a new password upon first
login. Also, your username and password will not show up as you type.

2.When you log in correctly, you will see a screen that shows Sign On Is Complete

Account Number Lookup (ANLU)

The GS2 program can be used to look up an account number. Make sure you have
successfully logged into the system prior to attempting an account search. There are
several buttons listed on the search screen:
1.
2.
3.
4.
5.

Name Search Search for customer information by last, first (i.e. Smith, John)
Phone Search Searches all phone number fields (Home, Mobile, Other, etc.)
SSN Search Searches for an account by SSN
Email Search Searches for an account by email address
Account Search Search for an account (Account Number Known)

Account Search
When performing an ANLU, simply click the desired search method (Name, Phone,
SSN, Email) from the left hand side of the screen. This will bring up the search screen
with numerous search options. When you have entered your desired search criteria,
simply press ENTER.

TIP: You may notice that clicking on Name Search adds an E to the LEVEL field.
This is done to ensure an exact search for name only. It is not needed for any of the
other search options and will not auto-populate for Phone, SSN, or Email.
TIP: Clicking on Name, Phone, SSN, or Email Search, the cursor will tab to the
appropriate field automatically.

After typing in your desired search criteria and pressing ENTER on the keyboard, a
results page will display as shown below. Move the keyboard cursor down to the
desired account. If you do not see the account you are looking for, press F8 to move
forward, or F7 to move back. Once you locate the account, place an X to the left of the
customers name and press ENTER on the keyboard.
TIP: You can use the arrow keys, or tab key, to move around on the screen.

Place an X just to the left of the customers

name and press ENTER

Selecting a specific account will bring up the screen below, which shows additional
details about the customer such as the date of birth and SSN but still doesnt show the
account number. To retrieve the customers account number from this screen, press F6.

You will then be taken to a screen where the account number is visible. If you would like
to view the customers balance, place an X next to the account number and once
again, press ENTER.
Place an X just to the left of the customers
account number and press ENTER

Pressing ENTER will bring you to the Balance and Status screen. From here you can
use the screen navigation tools on the left to view any other parts of the account.

Account Search Continued

If you already know the customers account number, click Account Search. The
system will prompt you to enter the 10-digit account number in the box and press
ENTER. This will automatically pull up the account. You can either paste or type the
account number into this field.

Screen Navigation Tools

This section allows you to do several things:
1. Verify customer account information
2. Retrieve a customers balance or account status
3. Perform an address, phone number or email update (DC3 Domestic sites only)
4. Check the status of each Card on the account (Blank=Open, C=Closed, L=Lost)
5. View statements, authorizations and account memos
6. Verify referral codes
We will discuss how to perform each of these actions in the sections below.

Verification
This screen shows the customers name, address, date of birth, SSN, and any
authorized users on the account.

Balance/Status
This screen shows you the customers current balance, credit limit, available balance,
account status, and many other pieces of information.

Address
This screen shows the customers address. Clicking the Address Update button will
automatically tab the cursor down to the Address Line 1 field. From here, simply type
the updated address and when done, press ENTER. A memo will be automatically
created immediately.

Phone / Email
This screen shows the customers phone numbers. Clicking the Phone Update button
will automatically tab the cursor down to the home phone field. From here, simply type
the updated phone number and when done, press ENTER. Other phone / email fields
can also be updated here if needed.
Phone number updates are batched, so you may not see a memo immediately, but the
update does take effect right away.

Card Status
This screen shows the customers cards and the status for each card. A space or blank
underneath the PI field means the card is open. If you see the letter C the card is
closed and the letter L the card is lost. This can be useful when assisting a customer
placing an order on Kohls.com if their current card is not allowing checkout.

Statements
This screen allows you to see the customers statement information. The statement
dates are listed next to the arrow. To cycle through older statements, simply press
ENTER. If you go past the desired statement, keep pressing ENTER. You can cycle
endlessly through the customer statements.

Authorizations
This screen allows you to see current authorizations on a particular account.

Memos
This screen shows all of the memos on the account. If you would like to read additional
detail for a particular memo, simply place the cursor next to the memo, place an S and
press ENTER.
Place an S just to the left of the memo and press
ENTER to read more details

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Memos continued
To add a new memo from this screen, simply press F2. A new screen will open allowing
you to type the memo. Tab down to the Memo Text section and type your memo.
When done, press ENTER.

Tab down to the Memo Text section to begin typing

a memo.

Referral Codes
This screen allows you to see if an account has a referral code (similar to what is shown
on the Composite screen of Evolve Customer Service). Look for the Always Refer
Code field. For a table of values, see a later section of this guide.

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Utility Functions
These functions will help you if you accidentally lock your keyboard on the screen or if
you simply need to clear the contents.
Clear Screen
Clicking this button simply clears the screen of all contents

Unfreeze Screen
Clicking this button removes the red icon
from the bottom of the terminal,
allowing keyboard movement once again. This can happen if you accidentally type
outside of the allowable fields.

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Leader Guide / Advanced Section

Where can we find an order number?
The order number does not appear on the transaction while it is pending (CDA
screen). Here are the notes from the fraud associate

This is the pending authorization in CDA:

The order information should be listed in the CDE screen:

Compare to an account where the orders have been billed:

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Where do I find a UPC for a particular order?

From the CDA screen, type CCA (Line Item) i.e. CCA 02

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Advanced Commands (Leaders Only)

Log On and Off
Type in FDSN

Clearing Authorizations
Type in CIS 639305(Account #)
ENTER
Type in CDA
ENTER
Type AA 639305(10 digit card #)
63930500000(4 digit store #) (six
digit auth #) (amt w/o decimal) 0
1299

Remove Photo ID Restriction

Type in BS 639305(Account #)
ENTER
Type in NM SA1
ENTER
Tab to Always refer
*Remove #6 by hitting spacebar*
ENTER
#6 means Photo ID
M means Restriction 71- But in B

Reprinting Statements
Type in BS 639305(Account #)
ENTER
Type in CWQ
ENTER
Place curser over the *
Type in cis 639305(Account #)
ENTER
Type in drr 639305(Account #)
Tab down to statement needed
Type X
Press F2 to submit request
Sending new card
Type in BS 639305(Account #)
ENTER
Type in pi1 (Number 1 not L)
ENTER
Tab to Card number with 001 listed in
PI CT column
Type in X
ENTER
Tab to Status with C
Hit spacebar to remove C
ENTER
Hit Home to go to top
Type in pir
ENTER
Tab down to Force Emboss Each
Type X
Tab down to card number
Type X on _ line
ENTER
Reopening an account

Type in NM CSR 639305(Account #)

ENTER
Tab to ACCT STATUS
*Remove letter by hitting spacebar*
Tab to STATUS REASON
Ensure it shows 00
ENTER
Note the account with reason you
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reopened it
Green Screen Pages / Screens
ANS
BS
BS4
BS6
BS9
CCA_(trans
#)
CDA
CDE_(trans
#)
CHB
CIS
CMA
CPH
CSS
CU1
NM CB
NM CBO
NM CC
NM CL2
NM CS
NM CSR
NM EA
NM EN
NM EP
NM SA1
PI1

Add/remove cardholder. Update date customers name, remove SSN Access

CU3 and CU5
Main screen view balance, status of account
Shows next due date
Date when last card was sent
View date account was opened
Purchase details -- Accessed from the CDA or CSS screens
Pending authorizations, Cycle to Date transactions
Transaction details, show card used -- Accessed from the CDA or CCS
screens
Statemens for last 6 months
Sign on, Notes audit trail
Add notes from any screen
Payment History
Last 12 statements
Customer search by Name/Phone Number/ SSN/ Email; when account is not
available
Original Closed Date, Compliance Condition Code
Credit Bureau Delete
Shows if employee account
To set the Permanent Collector Code, Reage account
Send system letters
No longer use
Expanded address/update Canadian address/ update B USPS & NCOA
BOTH
Expanded Name Maintenance
Expanded Number/update/view whos calling, to view where customer is
calling from
Account Status and to add/remove restriction/ Place Restriction Hold W.
List all cards/ screen used to make SSR

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Authorization Referral Codes

Referral Code
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
Z
1
2
3
4
5
6
7
8
9
0

Reason / Long Description

N/A - Not Valid
Undefined
Undefined
N/A - Not Valid
N/A - Not Valid
Undefined
N/A - Not Valid
N/A - Not Valid
Monitored Account
N/A - Not Valid
N/A - Not Valid
N/A - Not Valid
Undefined
N/A - Not Valid
N/A - Not Valid
N/A - Not Valid
N/A - Not Valid
N/A - Not Valid
N/A - Not Valid
N/A - Not Valid
N/A - Not Valid
N/A - Not Valid
N/A - Not Valid
N/A - Not Valid
N/A - Not Valid
N/A - Not Valid
N/A - Not Valid
N/A - Not Valid
N/A - Not Valid
N/A - Not Valid
Canadian ID Needed
Photo ID Required
Residential Address PO Box
N/A - Not Valid
N/A - Not Valid
N/A - Not Valid

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