Online Support

Common Online Support Troubleshooting Steps:

How to check Store Hours

How to change the contact information and Email

How to check term setup

How to view online course materials

How to check inventory status

How to check Digital (eBook) / Rental

How to check Online orders / Billing / Shipping

How to probe for Digital Titles / Credentials / Software Downloads

How to check Drop ship Vendor Items / Order Routing / Order Item Missing / Order Item Backordered / Order / Item Cancelled

How to create Accelerator Access

How to reset the Accelerator Password

How to create Customer Website Account

How to set up Online Adoption Account / Reset

How to check Order / Item Return/Refund / Miss match

How to check Store Hours

1. We have to go to eFollett Accelerator Logon.
   

2. We have to go to which ever store is having issue.
   

3. Then we have to go to option Store -> Hours of Operation.
   

4. Then we have to check whether the store hours are mentioned deactivated or not, if deactivated we have select it and activate it (TAT 24hrs).
   
   If the store wants to add a new store hour, then we have to select new and set the new hours.

How to change the contact information and Email

1. We have to select Store -> Change Profile.
   

2. We can change the contact information from the Contact tab and the email address from the Email Redirects. To change the email address displayed to the customer update the E-mail Address Alias field. To change the store recipient, update the E-mail address field. Only change the E-mail address field upon store request.
   

3. After the change is made select Email Redirects, add the new alias and recipient email address to the table. To remove an old email redirect, select it and click Remove Email Redirect.
   

4. If the store says that the emails are getting bounced back, then we have to escalate it to the network team.

5. For address change we have to select Location Tab.
   

How to check term set up

1. We have to select the store. Check which Institution it serves (we can check that from change profile section under Institutions Served).

2. Then we have to select Manage Institution. Select Campus > View terms.

3. We have to check the Active status and if the Booklist date is populated and then select the Term which we want to edit and select the Edit Term tab.

4. We have to enter the Term ID if missing and set the term status to Active Allow Purchasing to show on the website or Inactive to remove it and then click on Update the Term tab.
   
   

How to view online course materials

Online Course Materials > Term / Course / Wrong Title Display or Missing

1. We have to go to The Quad to look up the store URL.

2. Look up the course in question to confirm if the course materials are/are not displaying as reported by the store.

3. We have to then go to CT Support tool > Click on PSC tab > Click on CT to eFollett Status.

4. Enter Store number and select Campus, Term, Department, Division, Course and Section and search.
   

5. If the Course is not displaying, then we have to check, if the eFollett Out Bound Id is showing or not. If not then the information is not yet passed from Course Tracks to eFollett, and if it is longer the 4hrs, then we have to escalate it to SAM.
   

   6. If the Course has an outbound Id and still it is not showing, then we have to check the Adopted Supplies and check whether it has an SKU or not. If it does not have a SKU, then we have to inform the Store to unadapt the item and adopt an item with SKU or ask the Research team to get it SKU-ed.

   7. If the supply item is SKU-ed or there is no supply item, check the Disabled column to ensure the adopted item in question is set to No. If all items are disabled the store will need to enable the title in CourseTracks.

How to check inventory status

1. To check the Inventory Status, we need to check it from Adopted Title section of the CT Tool.
   

   2. Then we have to go to OMS > Inventory Lookup Tool > enter SKU details and search. Confirm OMS shows inventory at the store and/or any store not in blackout.

   3. If the inventory in the website and OMS does not match then we have to go to OMS > Inventory Update Request and Enter the SKU and Store number and update it. If resolved, the inventory status update should reflect on the website in 10 minues.

   4. If we cannot find the inventory details in OMS, then we have to escalate it in order to push it through OMS and MMS.

How to check Digital (eBook) / Rental

1. We have to look up the course in the CT Tool and check if the title is adopted and check the Adoption Status.

2. We have to go to CT utility and correct the adoption, if still does not show as a separate Digital or Rental Item, then we have to escalate it to the higher team.

How to check Online orders / Billing / Shipping

1. We have to get the order number from the store.

2. We have to go to Live Accelerator tool or SODA.

3. We have to go to Operations tab > Find Orders and search with the Order number.
   

4. Check the status whether it is In-process or Fulfilled.

5. We have to select the Order and then we can see all the details.

6. If the details in Accelerator and SODA do not match, we have to escalate it.

How to probe for Digital Titles / Credentials / Software Downloads

1. We have to ask the customer to check in the Spam Folder of the email or to check for an email from the 3rd Party Organization supplying the digital items.

2. If the customer still faces a problem or says he has not received any link from eFollett then we have to get in touch with DSV Customer support to reach out to the appropriate vendor to resend the digital item.

How to check Drop ship Vendor Items / Order Routing / Order Item Missing / Order Item Backordered / Order / Item Cancelled

1. We have to go to OMS > Order LookUp Tool and enter the order number.

2. It has to be a Web Order no. and not a SODA Order no.
   

3. We have to check the status of the order. *Fulfilled” means it is with the Vendor, *Tender success” means the Vendor has released the order.

4. We can check the Ship Node option to identify the order originator.

5. We can select the Status option to check the tracking of the Order.

6. We have to check the inventory status of the store when the order was placed if the order was cancelled or routed to another store, in order to understand the issue properly.

7. Orders will get routed to eFollett stores first before going to DSVs.

8. If an order was routed to another store when the originiating store says they haven inventory then the inventory for the store will need to be updated in order to stop the re-routing of the orders.

9. For Backordered items, we need to escalate the case to CT team.

How to create Accelerator Access

1. The user need to create SAR via SARBot for Accelerator Access.

2. It only works in Internet Explorer.

3. If the user receives an error message as Generic application Error while trying to log into Accelerator AA, then we have to reset the internet settings > Delete browsing history (uncheck – Preserve Browsing data).

4. If the problem still persists, we have to escalate the case.

How to reset the Accelerator Password

1. We have to go to Organization Administration Console Logon.

2. Then we have to go to Access management > Find users > Enter ID (keep default match case).

3. Select user > Select Change > Update password.

4. Before that we have to change Account Status to Enable.

How to create Customer Website Account

1. Customer can go to the Store website, and go to the Login page and select Forgot Password to change the password.

How to set up Online Adoption Account / Reset

1. The user needs to go to > adoptions.efollett.com

2. Select New User Register option.

3. Book store supplied password will be the store number.

4. We can check it from Accelerator > Change profile > edoptions password.

5. In order to reset the account, we need to login with our credentials.

6. Then we have to go to Manage user > Edit details.

How to check Order / Item Return/Refund / Miss match

1. We need to get the PO number and get in touch with the DSV support team.