CARP - eFollett
1. Look up the order number in OMS.
Look in the Ship Node column to view the name of a drop ship vendor.
Drop ship vendor orders are recognized by PO number.
To get the PO number, click the hyperlink of the item in the Status column.
The PO number of the item is displayed.
Use the PO number when contacting a drop ship vendor about an order.
|FOLLETT INTERNAL CONTACTS
|DROP SHIP VENDORS
|All The Rages
|Baker & Taylor
|Church Hill Classics
|Collegiate Bead Co
|Cutter & Buck
|67701 & 267701
|800-877-1200 x 7691
opt 4 x 7620
|85999 & 185999
|800-279-2795 x 321
|Drone Nerds Inc
|EC Scott Group EDI
|ES Scott Group EDI
|678-802-3860 x 278
|Holland Bar Stool Co
|Honey Can Do
|Jack Mason Brand
|800 325 5109
|Microsoft Tech Support
|The Northwest Company
|On Campus Marketing
|S.P. Richards Co
|ESD ThinkEDU Customer Support
|Wild Sports/Wild Sales
|Winning Streak Sports
Note: Each vendor has different reference number to operate like PO number and Web Order number.
This email was sent from a store (0647) in reference to a product sent to a customer from the vendor.
The following order was sent back to sender. Customer still wants product. Please advise how to proceed.
This was the email sent to the vendor manager for the issue above.
Sent to the 0647 vendor contact:
Subject: Order # 6740000138194
Hello, Would it be possible to resend this, as it was returned to you.
A customer email was forwarded from a store manager (2089) in reference to an address discrepancy issue with a UPS shipping issue.
Subject: UPS Shipping issue on order 20890000031577
Please assist customer Laura Rajab with order 20890000031577. There is an issue with UPS shipping. Please see below.
Email for Cancellation request from a store.
Email to the drop ship vendor asking for cancellation of the above order.
eMail from vendor for incomplete address.
As shown in the box the vendor didn’t receive the complete address the vendor can come to us with this sort of issue as the label pasted on the consignment doesn’t have much space to take down the full address.
For resolving the issue just copy the PO number.
Paste it on the OMS portal and click submit to get the full address.
Sometime we can get the mail by the customers, who received the damage or defective items. So we need to go to the vendors and confirm that they can resolve the issue.
Authorized means that the PO has been released to the vendor, and waiting for the confirmation back.
If the status does not move from Authorized status, we can reach out to vendor to ask shipping confirmation.
Once we receive the shipping confirmation from the vendor, then only we request for collection of the fund from the customer.
Released for shipment is the response from the vendor. It notifies that vendor is ready to ship the product. When we have the 855 file from the vendor that means that the vendor acknowledges us that they will be able to ship the item. Customer service department gets it as a status message in OMS.
Shipped means that customer service department has received the confirmation of the shipment from the vendor. It refers to the 856 file from the vendor that means that the item is shipped and we received the ship confirmation, and at that time OMS sends the payment collection request to MMS.
And after the payment collection request is sent to MMS then the status is showed and tender pending or the customer is yet to be charged. Now it is the duty from Follett side to collect the payment from customer. And in case the fund is not collected via SODA it could be a web exception. In such scenarios store has to ask the customer for a secondary payment method so as to collect the fund.
Before the status is Tender Pending, we contact to the vendor and the vendor needs to send us the shipping confirmation. If it is in tender pending, we need to escalate it to the SODA team to know, why the charge was not made.
We need to log in to SODA when the drop ship vendor (DSV) is unable to charge the customer even if the item is shipped. There can be scenario with Financial Aid while the amount was there in the time of ordering, in case, afterwards the Financial Aid period is over, Follett is unable to charge the customer anymore. In this scenario, we need to go to SODA to find with the web order number.
If we put the web order number and search in SODA, we find the error description, the charge not got placed. In the above scenario, the fund was unavailable for charge.
For scenario with Financial Aid, if the item is shipped after the period is over for the Financial Aid for the student, then this scenario can happen when the payment cannot be taken. So it will show as tender pending with a tracking number, so Follett and the store have to work jointly to take the payment from the customer. In this scenario the Store needs to reach out to the customer to take the payment in some other payment method. In this scenario the store would not be able to process another web order for this customer.
In this scenario the account would be on the web exception queue and in order to remove it from this queue, customer needs to reach out to the customer service.
However, if the store contacts the customer and asks for payment and customer wants to pay via cash, it might get settled from the Store level but to remove the web exception the customer needs to open a ticket with the SODA team to resolve the issue for him/her.
Released for Shipment (no. 15) refers to that we are waiting for the 856 file to reach to us from the vendor. Column 3 states to whom or to which department we need to reach for different statuses.
What are the steps to be taken if the customer gets an error during the checkout process while ordering from eFollett website?
One of the common errors is that the customer's payment info cannot be verified. It may happen with any kind of payment method.
During the checkout process customer needs to make sure that the billing address is matching with the address bound with the credit card in case he/she is using a credit card as the payment method. The default address is the address put in at the time of the sign up by the customer, which is the billing address which may or may not match with the shipping address. But the customer has to make sure the credit card address is the billing address during checkout. In case the credit card is bound with a different address from the billing address in eFollett account, customer needs to change the billing address at the time of checkout.
It asks to enter with the existing account or to enter as a guest. For a customer having an existing account needs to sign in to the account in order to proceed, otherwise he/she can enter as a guest.
Click PROCEED TO DELIVERY METHOD. After that it asks a ship to and a bill to address.
Enter details in the Ship To address field.
Click USE THIS ADDRESS.
There the customer can see the standard charge for the delivery and also sometimes free shipping offer is available. At that point of time above the Standard option customer is able to see the free ground shipping to access. If it is available, then it should be checked for free shipping.
The payment method screen appears. Customer can use any payment method of his choice. As long as the school allows Financial Aid, a selection for this choice should also be seen in the payment method options.
So the Billing address should be matching with the credit card address. In case the credit card is associated with a different address from his/her registered billing address in eFollett, he/she has to uncheck the box near billing address and then fill up the Billing address over there, which matches to his/her credit card address.
If after putting all the info for his payment method, if the customer gets an error message that the payment information could not be verified, most likely it could be an issue with the billing address.
Once the customer clicks on proceed to payment method, he/she will redirect to the payment page. If he wants to make a payment through debit/credit card, they can click on the check mark beside the Credit/Debit card and proceed with the payment.
If a customer finds there is a mismatch in the billing address, he/she can change the billing address by unchecking the box just below the "Billing address" and can fill the address details which has to be same as in 's debit/credit card.
If the billing address does not match and the customer proceeds with the payment they will receive an error message "Payment information cannot be verified".
Customer will give a call to the service. We'll check and validate the card address and the billing address. If he says both the address are same, please recommend to get in touch with the Bank.
In Payment method customer will get an option to make a payment through Financial Aid. If customer wants to make a payment through Financial Aid and finds there is no balance showing in his/her account, we can inform them to contact their respective schools or Financial advisor to make sure they have a balance in their account.
If they have an enough balance and still gets an error "Payment information cannot be verified" inform them to get in touch with their schools.
We can see the details of customer’s financial aid by log in to the CARP. (Centralized AR Processing).
It will redirect to a page as shown below. You can find the details by giving student‘s full name or first or last name. You can find with the student's ID as well. Select the name of the school or university from the drop down on the right hand side of the screen.
Note: all the schools/universities available in the drop down may or may not have the financial aid options.
The below page will appear which contains student ID, password/pin, First Name, Middle Name, Last name, Number.
If any customer asks for the pin number, please refer the customer to the school or book store.
Click on the white small box to see customer's account.
Once you click on the white box as shown in the previous screen shot, the below page will come where you can see the details of customer’s account.
Under "Description" the name of the financial aid is given who pays for the customer.
Start date, End Date, Credit Limit, Balance, Available, we can see the details from this page.
To go back to the previous page, click on the "student id" just below the Institution drop down box.
Click on the small yellow box next to the white box to see the customer's transaction.
The Transaction History page will come. To view the transaction details, click on the magnifying glass on the right side of the "TX “number. Many transactions were made, to see the details of 1st transaction, click on the magnifying glass.
In this page, we can see the 4 tabs.
>Transaction Details - We can see the amount that customer is charged including tax and shipping details.
>Transaction Items and Tender Details - Are basically not required.
>Merchandise Restrictions and SKU Exceptions - We need to check the comment where it states that customer cannot use the financial aid in that particular section.