View all frequently asked questions
What do I do when a customer cannot place an order because the website said items with an asterisk were out of stock, but none of the items in her cart had an asterisk?
Yes, customers are required to put in their tax ID. If they don't, we have to call them and get it.
It's our way of verifying them.
There is an exception to this. If you call and they are applying for one (new business) we do not need it until they order.
Do we have a procedure when a customer places a web order then wants to add on after the order was placed?
We create a new sales orders for "add on's". See internal Coventry procedures.
What do I do when the system won't let an order go through for one item type even though there is enough available?
Check the quantity on the website and make sure it is a 4 digit number such as "9999."
A customer is trying to place an order and cannot complete it because there isn't a shipping option. What do I tell the customer?
1. Look at the customer's address - is it in Canada? If so, the customer must go through Quanta.
2. Look at what group the customer is in.
3. Make sure that the shopping cart has the $100 needed for the minimum order. To find this out, contact the customer directly and ask.
The Coventry rep can ask for the Dropbox link, which is viewable only, and forward to the customer.
1. Search to see if lead is in the zoho database. If so don't add.
2. Add to zoho as an account
If windows 7, make sure firewall is off and network is set to home
Windows 10 april patch disables smb sharing.
Check the template.The correct one that shows the sales rep is called "Customer Sales Order Invoice." If it has defaulted to "The Coventry Invoice" or any other, it is probably incorrect.
This especially tends to happen if a new company file has recently been created, or new users have been added.
yep known issue. Take a phone order.
When a customer is having a web issue, take the order over the phone. Have them read it to you. Enter a case and record the error and the entire order and attach the account.
This happens when the website does not get a proper completion message from the payment gateway. Confirm the order has been paid. Then change the status to new so it can be processed. Daily check for new missing status orders.
No preventative action can be done.
1) Login as shared account on dev site (varies per site)
How to fix:
Token needs to be renewed. Contact Jeremy
8 weeks after getting all pre production information.
New products will be available on the vending site after all preproduction information is sent to vending management.
The following items need to be sent over to vending management before the process can get started:
2. Model and upc codes
3. Label artwork
4. Additional supplies required (i.e. cards, bags, bottles, etc)
5. Target rollout date.
6. Prices (retail & wholesale)
if a blog doesn't show up run the pipeline by hand
components -> ob grabber - > click arrow by category name -> manual post
see if it published
if not published, check for "/" in front of "images"
If it still is not on website, look at the advanced pipes for the blog category to see if "update" is turned on - change force update to "no"
then re-enebale the blogs. The force update will change it to be unpublished.
http not HTTP for Google tracking links
STANDARD(URL) all in caps within blog post
STANDARD links only work for website blog posts. Use direct links for anything else (newsletters, landing page, etc)
Go into the pipe and see if they match what's on resource if there's ever a question
Check to see if the obgrabber process has been blocked by rsfirewall. Moving to a new server will need a new ip whitelisted.
--> check to see if firewall is on
--> check to see if desktop is in the same workgroup
--> check to see if current network is set to public or work (should be set to "home" or private network for windows 10)
--> check to see if bonjour service is turned off
--> check to see if SMB service is disabled because of windows 10 security patch
Can anyone else access Kosh? Y/N
--> check to see if the file is named correctly
--> check that the correct date is in the file name
--> check to see if there are more than 2 columns in the file after the item description. (delete the extra blank columns as needed).