General FAQs Asked by the Customer
ANSWER: Inform customer it might be an e-Follett access which the school have ordered on behalf of the customer. Customer will receive a SODA no. We need to ask the SODA no and check in SODA.
ANSWER: It might happen that customer is no longer available in that address which is registered in the school. Inform customer to check with the school or to get in touch with the store, if they can deliver the shipment in an address where customer wants to. It is better to inform customer to change it from school or else in future whenever the customer orders any item it will deliver in to the old address.
ANSWER: In this case customer needs to get in touch with the stores for the shipped. Follett Access shipments always goes to a campus store. We can provide the details of the store to the customer.
(We receive this call when the customer has not received a status update email and they are not sure how they will receive the materials.)
ANSWER: Use a tool called "Student Adoption Matching (SAM)". This tool is basically used only for Follett ACCESS.
Enter the store number in the Search field.
Click Manage Store.
Select Order Search.
The Student Order Search screen will locate Follett ACCESS order information.
Enter either the student id, first name, last name, registered phone number or by registered email address.
The following details will be displayed:
SAM Order ref - Web Order no (customer never receives web order no)
SODA Order Ref #- To search in SODA
Date order was placed
Customer details broken out over multiple columns
The screen now shows information about the Follett ACCESS order such as: order status, SKU ordered, and whether or not the title is digital.
Note: Since this is a Follett ACCESS order, the customer doesn't require any credentials. The customer goes to Brytewave and accesses the title from My Shelf. If you the SODA number in SODA and go to Find Credentials, no details will be found.
ANSWER: Most of the time a customer doesn't receive an email because a personal email address is used to order, instead of school email. Inform the customer, credentials are sent to the registered email address associated with the school.
If a customer provides an order number, search in OMS by the order number and identify whether the item is included through the school's Follett ACCESS contract.
Look for the Type column in OMS.
If the Type shows as FAD, the item is a Follett ACCESS item.
ANSWER: If there is problem with the code we can refer customer to the publisher help line, but if it is related to BryteWave or Redshelf, we need to escalate it to the Redshelf team.
ANSWER: If it is a purchased book, inform the customer to contact store to see if it can be returned.
If it is a digital book, make sure the customer is returning the book in order to get the refund.
After entering the order number into OMS, the result returned is Not Found, enter the order number to search in Student Adoption Matching tool (SAM). If the order status in SAM shows as fulfilled, yet in the digital column it shows as False, escalate the case to the Follett ACCESS team.
ANSWER: We can only create and email a prepaid return shipping label for Virtual Center orders - and, only in special situations. We only offer a prepaid return shipping label, if the return is due to a Follett error, such as the wrong item is shipped or the item arrived damaged.
Log In to the delivery partner's website and look for an option to create a Return label.
DHL website example:
Log in and click Create a Return Label under the Returns menu.
The Create a Return Label For Your Package screen will display.
Enter the customer's name and address in the Return From section.
Select the virtual store address that matches the original order in the Return To section.
This is where the carrier is to deliver the item sent from the customer.
Click Next Step
The Order Information screen displays.
Enter the following details in the Order Information screen:
In "Authorization# - Enter the Order number.
Order Date - Enter the date when the customer placed the order.
Order# - Enter the Order number again.
PO # and Stock # - Leave these fields blank.
Notes - If applicable, put in a note about the item.
Merchandise Description - Mention if it is a textbook or not.
Click Next Step.
The Label Information and E-Mail Settings screen displays.
Enter the following details in the Label Information section:
Label size - Label size will always be 4" x 6".
Weight - Select 1 pound or greater.
Return Product - Select DHL SM Parcel Return Ground.
Label Delivery- Select E-Mail.
Under E-Mail Settings enter these details:
From Name - Person who is creating the label (Customer Service Executive).
From E-Mail Address - Enter the email address of the Customer Service Executive.
To E-Mail Address - The customer's email (The person who is to receive the label).
Customer Subject - Return Label (If it is a return case).
Customer Message - Enter a message to the customer about the label and inform the customer to keep the tracking number along with them for further inquiry.
Your request to return merchandise for RMA#1234 has been received. A return label has been attached to this e-mail. Please follow the instructions printed on the label to return your damaged items.
To track your return, please visit:
https:// URL / tracking number = 000000000000123456789.
Please keep the tracking number and refer to it if you have further questions.
Sharon, Customer Service
When the verification page displays, click Edit to change anything.
Once you are sure the information is correct, click Create Label.
A confirmation page displays.
The customer will receive an email with the link and tracking number as shown below.
The customer will receive a prepaid a label ready to print - similar to this one.