Frequently Asked Questions - All FAQs

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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.

We create a new sales orders for "add on's". See internal Coventry procedures.

Check the quantity on the website and make sure it is a 4 digit number such as "9999."

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
-> account owner: to Stacy B
-> Rating: New lead
-> Fill out address info
-> Fill out any additional info (email, URL, contact name)
-> in the description put lead from CCI office.

If windows 7, make sure firewall is off and network is set to home
If windows 10, make sure network is set to private and windows feature for smb is checked
--> to get to windows features : Control panel -> programs -> turn windows features on / off -> Make sure SMB is on

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.

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)
2) Recreate order complete with correct quantities and shipping
address. Or if customer is having other issues see if you can recreate
the error the customer is seeing.
3) Put Details of order or error into an email and send to tech staff.
4) Be ready to retest and sign off as changes are made.

How to fix:
1. have the person reporting the problem go to and type in
"What's my IP"
2. log into (website backend) Joocart -> Users -> API
3. Under the API tab click IP addresses and put their IP in and save.

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:
1. Recipes
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
Can you see other devices on the network and/or get to the internet? Y/N
Did your password change or get a new system account? Y/N
Add a task in zoho and assign to Stacy B and send an email to issues to let folks know there is a problem. Post the answers to the questions in the email and task.

--> 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).