| Acceleship (Order Not Showing Up) | Sometimes orders do not sync into acceleship. When you type in an order it will say order #... is not found. You will need to manually make a shipping label for this. Type in the order number into pressero and find out the center name, then go to your TLE Shipping list and find out if they have a UPS or FedEx account. Go to UPS or Fedex website and manually fill in all the fields, (the name, address, number of boxes, weights, etc) Dont forget to change the billing method to third party and use their third party acct number (If they do not have one use "Missing Shipping Account Number" canned response). Then create label and go into Pressero and mark each individual item as shipped. (As of now there is no way to mark these all shipped at once) then go to edit pencil-shipping- add shipment- insert the tracking number-check all items that apply- mark as saved. | Caytie |
| Acceleship Issues | Any issues with acceleship contact Jack Perry. (He prefers email method) jperry@onpointod.com Work: 603-269-2841 Mobile: 603-435-0030 | Caytie |
| Big Blue Book for Tours | When a center asks about this they are referring to the Best in Class Brochures | |
| Blank Name Badges | Centers are not aloud to purchase name badges that are blank, have lines, dashes, high volume of the same name, etc. Production will alert you when an order contains a name badge that does not follow corporate guidelines. Cancel the name badge apart of the order and void the charge (see Void Charge) Then contact the center via email with the canned response *Blank Name Badges* adjust canned response accordingly, then send. | |
| Business Card Approval | To find out if a business card is approved, Go into pressero- type in order number- scroll right all the way to status (a check means approved/orange clock is pending approval/ a red X means not approved or cancelled.) Email Damian from TLE Corp for any business cards that are pending approval for more than a couple days after order is placed. (dconti@tlecorp.com) To approve a business card- go to the edit pencil next to each business card- edit item- approval status- click on dropdown to change to approve- save | |
| Can You Add This Item To My Order? | We cannot add items to a order once it has already been placed, any additional items requested, the center will need to place a new order through the portal. Use the "Can I Add To My Order" canned response then alert shipping to ship the two orders together. Let the center know there may be delays on the initial order if shipping together. | |
| Center Is Missing An Item | If a center says they are missing an item/items, make sure to pull up their order number and invoice. Its common that they never order the item to begin with so it's always good to double check. Then pull up the tracking number to see if all the boxes were delivered, sometimes UPS or FedEx loses a box during transit. After doing all of these steps and they are still missing the item(s) send them what they are missing, especially if it's one or two small things that could have been thrown in a box, ship at our expense. They will not want to pay for shipping again on small items. If it's a big order, ie 40 + workbooks ( something that would be a whole box or two worth) you may need to investigate a bit further to see the issue, then ship on their account. After all this is complete, use the ship to center canned response, adjust accordingly. | caytie can help |
| Changing A Shipping Address | To change the shipping address after an order is placed go to Pressero- type in order number- click edit pencil - edit item- scroll down adjust shipping then go to acceleship- type in order number- click on destination box- edit destination address | |
| Check-Out Button Not Working | The center will be prevented from checking out if there is not a Shipping Account number on file. Use the "Can't Check Out" canned response | |
| Creating A New Portal Account For Center | In pressero, click on User Management - Site Users - Add New User. Fill out the following information, First, last name, email You can find this in their signature of the email, if you cannot just put "Center Director" in the Name part. Make the first half of their email their username for example email: "treepark@tlechildcare.com" the following information would be Username: treepark Password: treepark2018 Then select the Site Group Membership tab to the right of general information and check off all that apply. (Always Check Pending TLE items, Everyone*, FedEx/UPS/, Franchise or Corp) Make sure to decipher whether the center is a franchise or a corporate managed location and then find out if they have a UPS or FedEx account, then check the correct boxes and save. (The center should be advised that they are not able to place orders without having a third party account number) Donot check either box until a number is inputted in the PO Number section) After complete, email the center with the following canned response " New User Account Notification" input the information into the username and password fields. | jc can also do this |
| Creative Request Follow Up | When a center asks the status of their creative request use canned response *Creative Request Follow Up* | |
| Creative Request New | If a center asks us to create a banner/flyer etc anything that is not on the portal they would need to submit a creative request. We do not design anything directly for TLE centers. Use the *New Creative Request* canned response. | |
| Credits | You can cancel any order that hasnt already been shipped yet. If a customer wants to cancel an order that was already shipped out, they need to send it back to us at their expense to recieve a credit. (This does not include monthly curriculum items, we do not issue credits on monthly curriculum items, unless it was our mistake, then we will issue them a return label at our expense) All credit's given through paypal manager need to be added to the TLE Refund Log. | |
| Edit A Customized Item After Order Placed | You can edit a customizable item(name badges, flyers, business cards, anything that requires the center to fill out information with the edoc builder) in an order after a center already places it. Sometimes they catch mistakes after it is already placed and will reach out to us to see if we can fix it. You can assign this ticket to Production or Web Development or Go to Pressero- edit the customizable item by clicking the pencil- EDOC Builder- edit order- make required changes- update the preview- BEFORE SAVING you must take a screen shot to send to the center to approve the changes. (You can use the quick proof approval canned response) Once approved, save and alert production to let them know you made these changes. | |
| Getting a UPS Account Set Up For A Center | If a center asks you to set up a UPS account for them email Aryiel Peitzer (apeitzer@wwex.com) or Charlene Zaremba (czaremba@wwex.com) with World Wide Express using the Introduction to Shipping Carrier canned response. Make sure to CC the center on the email as well. (This will be their point of contact moving forward). Adjust all the fields accordingly. (You can find examples of scenarios by searching through Freshdesk) After you recieve the centers shipping number input it into pressero. Site Users - Type in center name - edit pencil - input shipping number under Default P.O. Number go to Site Group tab and check either UPS or FedEx. Click Save. Then, go to TLE Master Shipping List and create a new row for the center- Center Name- Shipping Number- Zipcode- UPS or FedEx. Confirm with both parties the number was recieved and added to our records. | |
| I Just Placed An Order, When Will It Ship? | "Typically after orders are placed they take up to 48 hours to process plus a 1-5 day transit time depending on your location." You can see when an order is placed by typing the number under order # into Pressero. Use the UPS Transit Day Map attached to this spreadsheet to calculate transit times from FL->other states | |
| Initial Reply | If you do not know the answer to an email right away, use the Initial Reply canned response so you have time to look into this. A follow up message should be sent within 24 hours of the first reply. Note: You can search through Freshdesk for all different scenarios, this has more than likely been asked already and you can see how to reply) | |
| Inventory | To update inventory, Go to Pressero- Catalog- Inventory-Search Product-Edit Pencil-Add New Inventory Transaction- Change the type- (If you are adding click New, If you are sending an item out click Usage, If you are discarding click Delete) Type in the quantity under Quantity of UOM- click save. | |
| Inventory Vs. Non Inventory Items | Items that are customizable are non inventory items, which production needs to print and provide for you before shipping. Inventory items that we have will show up as Order Recieved. | |
| Invoicing A Center Using Sugar | Sometimes it is necessary to invoice a center using Sugar, ie when you need to charge them a shipping expense. Make sure an account is created for the center- go to account- then create quote- delete the row with line item- enter retail shipping rate amount in the shipping line (You may need to get a quote through UPS.com) -create project- Go to payment line- create payment-collect payment from center via email or phone. Then manually ship through UPS at our expense. | |
| Item Not Available On The Portal | "Currently, this is not an available option. However, we will put in a product feature request to our team and notify you if we could implement this in the near future. Thank you for your feedback and great suggestion! :)" | |
| Mischarged Shipping Account | If a center's shipping account gets charged by mistake for another centers order we will have to credit them at our expense through paypal manager. Then see "Invoicing A Center Using Sugar" in order to charge the correct center for shipping. Paypal Manager- Virtual Terminal- Single Transaction- Credit- enter the credit card number they would like to use - submit- adjust appropriate amount- submit- screenshot transaction details- send confirmation email to center. | |
| Non Inventory Items Issues | Any issues centers have with items that are non inventory assign to production to reprint, they should then assign ticket back to you so you can follow up with center with tracking number. | |
| Order History | If a center cant provide you with an order number you can go into pressero and type in the center name to find their most recent orders. OR Go to Site Users- type in center's username- click on the right arrow next to their name to go onto their account- then go under the order history tab to see the most recent orders placed on their account- You can adjust the date accordingly on both options. You can always reply back to the center "Please provide us with your order number so we can look into this matter." | |
| Out of Item in Inventory | If you are out of an item in inventory, send a ticket to chadd and mark it from Low-Urgent depending on its priority. | |
| Payment Decline | If a payment is declined, the order will automatically get cancelled. To check to see if a payment was declined in an order Go to Pressero- type in order number- hit the edit pencil- status- then you will see PayFlow Payments Gateway: Declined- Use the canned response "Failed Payment" | |
| Recieved Damaged Package | "WM is not responsible for lost or damaged packages during transit. Once they have left our facility it is in the hands of the shipping carrier, and a claim would need to be filed on your end since we ship third party." | |
| Reset Password | User Management - Site Users - Search Username- Click Edit Pencil- change password- send center the "Reset Password" canned response - adjust as needed | |
| Return Labels | Centers can return anything unused minus monthly curriculum. If they ask for us to send them a label, you will need to manually create one on UPS.com. Send to WM Printing on the Ship To line. Make sure to change Ship From address to the centers' plus all other information, ie phone number, email address. Put the order number and/or freshdesk ticket ID in the reference section. Charge billing to third party unless our mistake. Save label as PDF and email to center. "Please see attached return label, let us know if you have any questions." You may schedule UPS to pickup from the center if they request it. | |
| Returns (Monthly Curriculum Items) | We do not accept returns on monthly curriculum items. If a center ordered the wrong month they need to place an additional order online. Use *TLE MC Returns* canned response. If we send a center the wrong month by mistake, send correct month at our expense. Do not ask for the wrong month back. | |
| Sending A Center Their Invoice/ Reciept | If a center asks for you to send them their invoice. In pressero, go to order number - under reports - job detail - hit download on the top right - attach to email to center "Please see your attached invoice, let us know if you need anything else!" Reciepts = Job Detail | |
| Sending PDF's to centers | Sometimes a center will be missing a hallway posting or calendar and ask if we can email them a PDF version. "We are not authorized to send any PDF versions of curriculum items at this time. We will ship you this item asap" | |
| Shipping Account Number Not Working | Email Center with the Canned Response *ON HOLD Missing Shipper Number* then edit their account and uncheck the UPS or FedEx box so they cannot place orders until a new one is provided | |
| Shipping On Center's Account | Any items a center is missing use the canned Response *Ship via UPS Ground on Center's account* adjust as needed | |
| Shipping on our Account | Any packing or shipping mistake that is our fault we ship at our expense. | |
| Shipping Partial Items | We do not ship any partial orders, but sometimes there are acceptions made.. Go into acceleship- type in the order number- select items- go under "QTY in Shipment" change number to zero- scroll down- finish- Then proceed in making the label as you normally would. If you are making the label manually, make sure when changing the status in pressero to keep the items not shipped in the status -Order Received- | |
| Teacher Talk Book | When a center asks about a "Teacher Talk" book they are referring to the teacher manuals | |
| Ticket Priority | When assigning tickets to your team members this is how you should decipher the priority level on when you need the task to be completed. Low- Sometime in the next 5 days. Medium- In the next 3 days. High- Tomorrow. Urgent- Today. | |
| TLE Sku Locations | You can find the Sku Location for a product Pressero- Catalog- Product- Type in product name in the search bar The sku location will be under "Part Number" So this is where it will be located on the shelves. To edit Click on the pencil next to the product and adjust part number if needed. | |
| Tour Folders/ Teacher of the Month Plaque/ Learning Bags/ Fat Heads | These are not currently items we have offered on our site. Please use the All Star Engraving Refferal Canned Response. | |
| Void Charge | You will need to void a charge when the center cancels an order or an item. Go into pressero, type in the order number- click pencil next to any item apart of the order- under payment tab- copy the payment ID under payment info - (after the equal sign) -Under status cancel all of the items necessary. (If it is a whole order you will need to change the status to cancelled into acceleship Go into Paypal Manager - Virtual Terminal - Single Transaction - Change transaction type to credit - Paste the Payment ID you copied into the Original Transaction ID box. Click Submit - Adjust to the appropriate amount - Hit Submit - Click Transaction Details - Screenshot - Send to Center with *Void Charge* canned response and attach screen shots. Add all voided charged to the TLE Refund Log Spreadsheet You can void anything that hasnt been shipped yet. | |
| Web Development | Any tickets regarding updates to items on the portal reply with canned response Thank you for your patience while we work on this request for you, and assign to Web Development. Also you can assign to Web Development anu portal related questions you are unsure reply with of. | |
| What Makes Us Unique Flyer? | The What Makes Us Unique Flyer is currently no longer available for ordering. | |
| When Can I Order Next Month? | Monthly curriculum will be released on the 25th of each month. | |
| Where Is My Order? | When the center asks the status of their order, Go into Pressero - Type in order number- edit pencil- shipping- copy tracking number - copy all of the tracking information - reply to center "Order # ___ is scheduled to deliver, [Insert Date] Here is your tracking number ____" You can also look this up in acceleship |
| Our center recently transitioned from a Corporate location to a Franchise. Can you provide the link for to set up our FedEx/UPS shipping services? | We are not associated to their shipping partners and they would need to reach out for their regional managers for assistance. Inform them that the billing address for their credit card needs to match the billing address entered in their ordering account profile, otherwise they will not be able to submit their orders. *Be sure to uncheck the corporate locations box in pressero under the site group membership tab They will continue to bill to corporate if this box is unchecked* ( site users> search [their user email] > edit > site group membership tab > uncheck corporate locations> save) |
TLE Corporate transitioning to franchise never needs an approval; This usually means that the center location will be paying out of pocket vs. billing their order to corporate. |
| Our center recently transitioned from a corporate location to a franchise and we cannot place an order through the portal site with our former login credentials. | Using the same account in Pressero, you can reset their password for them to what ever they would like so they can login while you are on the phone with them. There are no character requirements for new passwords (such as capital, numbers, special characters, etc) so it can be what ever the center chooses and is easier for them to remember | refer to screen shot below: |
| Why am I being charged so much in shipping? | We are only the third party shipper, we package and create shipping labels based on the weight of the packages and the shipping method (ground/next day) the center requests. We are no way in control of the final shipping charges-- that is UPS (World Wide)/FedEx. The final shipping costs are calculated by the shipping carrier based on numerous variables. Next day air shipping costs are generally 2-3 times more than what the ground rate is, it isn't cheap. If a center has questions and concerns regarding the charges to her shipping account, they will need to contact the account manager of their World Wide Express or FedEx shipping account. We don't have authorized access to this information as it is the center's private account. |
** Sometimes an online order will not process the payment because a particular item in the cart requires information filled out by the center prior to checkout. If a center cannot process their order, always double-check that all the items in the shopping cart have the appropriate amount of information filled out by the center before creating a ticket to resolve the issue.