Search for the order number provided by the customer in the OMS (Order Management System) tool.
The following details will open up regarding that particular order. Here we have to change the "Ship to" address on customer's request.
Note: In most of the cases, addresses cannot be changed once the items are released. Customers have to make sure to contact the stores as soon as possible to make any changes as the processing happens so quickly.
Sometimes when we investigate with the carrier regarding the delivery, it takes approx. 8 days to be updated. Let us take an example where one item has been delivered and one has not been yet and customer calls asking to change the address or to make any other changes, as the item has not gone out yet.
Go to The Quad and enter the store number in the search bar to get the phone number of that particular store and can inquire about that particular item and see if we can make any changes.
We can contact the store through the phone or the fax number provided in The Quad.
If we click on the tracking number, it directs us to the carrier website, where we can see the correct and current tracking of the item. Here the status shows as fulfilled. Clicking on the tracking, we can see what the status is on the carrier website.
The carrier page will look like this once we open it.
Here we can see the tracking is showing as delivered.
If it was not, then we can ask the customer to contact the carrier and the status of the order and see if they can make any changes. In most of the cases, the carrier would not make any changes, so we do not recommend making any changes once the order is placed, unless you catch it very early. Customer should double check the credentials and proceed accordingly.
We can cancel any order by customer request only if the order is in the Released status.
If the customer wants to cancel any item or order:
Copy the web order number from the OMS portal.
Open the SODA portal to Sign On.
After signing on to the SODA page, the Assign a Printer to this Session screen displays.
Click Go Back.
Click Web Order Inquiry.
Enter the Web Order Number in the Web Inquiry screen search box.
Press Enter on the keyboard. Note that the SODA order status and the OMS confirm the order statuses are the same.
We can see there are only two items in the order, but multiple line items are showing up in the SODA portal.
The Zero Pick status means the product was not found at that store. Consequently, the order for that item was rerouted several times due to unavailability of the item. If the OMS does not find the item in inventory in the primary store, it searches for another store to allocate the order. When the order reroutes, the SODA number changes.
Here we can see that the ordered item is in Allocated status at a store, but the order is not yet filled. This means we can still cancel the order.
To cancel the order, write down the SODA order number and then click Go Back.
Select and Click Sales Order Cancellation from the SODA menu.
The Sales Order Cancellation screen displays.
Enter the SODA Order Number.
This page will display.
Change the Reason Code from 08 to 01.
Click Cancel Order.
When the Warning screen displays, click Continue process.
Look at the bottom of the screen.
It should display Cancellation confirmed.
Now double check the order in SODA through Web Order Inquiry.
If a customer wants to know the status regarding non-delivery of a digital item, follow these steps:
Search for the Web Order Number in SODA, you will see the Status displayed as Exception.
Note: Find the status of any item in OMS using the SODA Web Order Inquiry screen, not just digital items. Exception status can occur with shipped items as well as digitally sent items.
From the SODA menu, click Web Order Exception.
Log in using Employee ID and password.
After successfully logging in, we need to provide a store number in the box and click Find.
When you search for the store number, the Soda Order Exceptions screen displays with a list of all of the order exceptions.
The reason for this order exception is displayed in the Error Description column: Insufficient fund available... (in payment mode).
Status: Backordered PO Placed in OMS
Usually this means the item will appear in SODA as OMS backordered and not have a SODA number assigned to it. An item with this status can only be canceled in estore portal OMS.
When a customer wants to cancel an order with a Backordered status, follow these steps:
Since it does not have a SODA number, open the quad eStore portal and log in to cancel the back ordered item.
Click Administrative and then OMS.
The eStore OMS portal looks like the previous OMS screen, EXCEPT, now you are logged in.
Click the selection box next to the line item to be canceled.
Click Cancel Order Line.
Note: You cannot select multiple orders to delete them all at once. Only select one order and delete them one by one.
Click Confirm to cancel the order.
Note: Once you cancel one order line, in order to cancel another line you need to search the web order again, check the second line cancel it, confirm and so on.
If a customer calls and asks to cancel their order because he/she has not received credentials for their product. Check the order using the following steps. Then, with the order information, you can either provide the customer their credentials or process a refund.
Open SODA and click Order Inquiry By Orig. Location.
When the Order Search screen displays:
Enter the Web Order Number.
Select the order you need to view.
In this example, the digital order for refund is in the first line.
Click View Summary.
Click Display Credentials.
The credentials are displayed.
Now Sign On to the SODA portal because we have two separate Log ins for SODA. One for digital and one for regular orders.
Once in SODA, the SODA Digital Returns - SODA Inquiry screen will display. Click Digital Order Return.
The Soda Return - Selected Invoice screen will display.
Enter the WEB Order Number.
Select Options on the top left-hand side.
Click Select for Return.
In the Current Selection area, the instruction X=Select For Return appears to tell you to select the box (in the Selcolumn) in front of SODA number.
Put an "X" in the box to select the whole line.
Update the Return column with 1 (i.e, quantity of product wanted to return) and on the Reason Code, enter “MC” (i.e.- Mind Changed)
Important: Just in case the customer asks about proof of confirmation he/she will be refunded for the item returned, take a screen shot of the screen for proof - and save it in a folder. Because, after you click Continue, the order number will no longer show.
If you look up the order after you click Continue, no information will be displayed.
Once we tried to recheck the particular item in SODA portal, and it did show “R”, which means returned. So we did get confirmation that the digital item had been returned, but the Return Confirmation screen shot would have been an easier way to prove to the customer that the refund had been processed.
In SODA, Click Order Inquiry By Orig. Location.
After entering the web order number, click the first line item.
Click View summary.
The Order Summary screen displays.
Write down the Customer Number and then click Go Back.
From the SODA menu, click Credit Auth Log Inquiry.
Enter Customer Number.
Press Enteron your keyboard.
The Credit Auth. Transaction Log Inquiry screen displays.
You can see all the authorizations and charges related to that customers account.
Rental items confirmation email outlay to the customers.
Rental item reminder to email to a customer.
Collateral charge confirmation email to a customer.
Rental agreement collateral update email to a customer.
Rental agreement registration email to a customer.
Rental collateral payment information update email to a customer.
Rental account information sending to collection email to a customer.
Rental item check-in email to a customer.
Rental item order confirmation email to a customer.
Rental check-in information update email to a customer.
Confirmation email to a customer for rental period extension.
Registration confirmation email for rental agreement.
Password reset confirmation email to a customer.
Email to a customer for rental account information update regarding changes made to the account.
Email for unsuccessful registration of the rental account.
Email regarding cange of rental check-in date.
Email regarding deactivation of the rental account.
Email regarding rental agreement collateral update.
Email to a customer asking to update their rental agreement collateral.
Collateral validation email to a customer if their account is in an invalid state.
Reminder email to a customer after their rental agreement registration is confirmed.
To check a customer’s rental account, login with the user name and password from e-store portal https://fheg-eportal01.fheg.follett.com/portal/index.jsp.
Once you log in, go to Financials and select Text Rental 2.
Click Patron Maintenance.
In the Search By field, you can choose to search by Patron ID, Last Name, Phone Number or Email.
For example, here you have selected Patron ID.
Note: If searching by phone number, do not include hyphens.
The screen that follows is the Patron search page. The following fields will be used to search for customers.
Select the check box next to Search across all channels before ALL searches - or the search will not yield any results.
Click the PatronID column to view the account details.
The Account Status field will show if the account is active (in good standing), inactive (left unused), or suspended (not in good standing due to non-returned rental books that were not successfully charged).
Note: The minute a book becomes overdue, the account status changes to Suspended. Status will change to Active, if payment is successfully collected or the bookstore/distro center adjusts it.
Click View Text Rental Activity to see all current and past rental records of this account.
The customer’s basic rental account information will display on the main results page.
The most important information is displayed in the following field columns: Rent Date, Retail Price, Rental Fee, Rental Return Due Date, Non-Return Retail, Non-Return Rental Fee and Status Description.
Rent Date - The date the rental transaction was made. The account will show all rentals, whether they were rented online or at the physical bookstore.
Retail Price - The full purchase price of the book (not the rental price).
Rental Fee - The price the customer pays to rent the book.
Rental Return Due Date - The date by which the customer must return the rented book.
Non-Return Retail - The book price balance (with tax) charged automatically customer if the item is not returned.
Non-Return Rental Fee - The additional fee charged to the customer as penalty for non-return.
Status Desc is the status of the rental book currently.
See: What are the different types of status in a rental account?
Rented – Book is still registered as in possession of the customer and is not considered overdue
Refunded – Book was refunded through a return transaction via mail or at the physical bookstore
Overdue – Book is past due but collateral charge attempts have not been made
Collected – Collateral has been charged for the non-returned rental (This means the credit card on file was charged, this does not mean the account went to collections).
Collection Breakage – A collateral charge attempt was made but failed. Customer can update their credit card information through the text rental section in their efollett.com account
Send to Collections – Three collateral charge attempts were made and all failed. The account is now sent to a collection agency by the name of Fedchex. Once an account is sent to collections, the debt must be settled with the collection agency, unless the store reaches out to them to ask that the account be removed.
Written Off, No More Collection Activity – This occurs when collection on an account is no longer being pursued.
Notes on text rental
The due date is not necessarily the exact day by which an item must be returned. Bookstores will set up their own grace periods on rental returns and they will vary by store. Often, as long as the book is mailed by that due date, it will be considered on time when the return arrives.
All FVS Distribution Centers offer a 10-day grace period before a collateral charge attempt will be made.
If a customer claims they have been charged non-return, but they returned the book, you will want to ask for tracking information and then follow up with the bookstore or distribution center on behalf of the customer. If the customer rented in store, it is acceptable to offer bookstore contact information to them. Never give out contact information for one of the FVS Distribution Centers. For those customers, you will need to reach out on their behalf.
Upon renting, customers will receive many emails of confirmation as well as reminder emails when the due date is approaching. There are cases where a customer will be charged for non-return and claim they are were not aware the book was rented, or they were not aware of the due date approaching. In these cases, there is an option called Patron Contact History. Scroll down and click toward the bottom of the rental account details page and it will show the record of all communications sent to the customer.
The emails were successfully delivered to the customer, as there is no failure message indicated in the message bounce columns on this page.
Here is an example of a message failure, meaning the customer did not receive our email.
Ecommerce Administration Tool (also known as RALPH)
You will use this application to identify if an email address is linked to a rental account or an efollett.com account and whether or not eFollett and rental accounts are linked.
Access the application
Click LOGIN to log in to the application.
On the screen that follows, select RALPH.
Click the sub-category Patron Lookup
You can look up an account by efollett.com account email, rental email or patron ID number. In the following example, the efollett.com email address is used.
The Search Results page will display.
In this example, the customer has an efollett.com bookstore email address that is associated with a rental account using the same email address. Sometimes they will be different, and this might be the reason for some of your customer’s calls.
If they have used different email addresses, they may be trying to log into their bookstore account using the wrong one. Using RALPH, you are able to verify the information.
RALPH is also useful when a customer has made a typo in their email address. They may be unable to log into their account, but if you search by patron ID or rental email instead, you may discover the rental account is linked to an incorrectly spelled eFollett email address.
The customer would need to use the incorrectly spelled email to log into their account so they can update it with correct information.
You will also find the rental balance on this page (the dollar amount in rental books outstanding on their account) and the date their rental account was created.