As with any customer interaction, providing exceptional service is essential, especially when issues arise. Outlined below are scenarios that may occur and the steps to resolve them.
Managing Physical Access Codes
When a faculty member submits an adoption for courseware, the best practice is to adopt a digitally integrated version when one is available. If the faculty member insists that the store provide the physical access code, extra steps must be taken to mitigate risk and protect margins.
Many vendors use the same ISBN to manage physical and digital product where courseware is concerned. Follett systems assign the ISBN to the digital title as a priority. Therefore, the physical access code is managed without an ISBN.
Adoptions: Adopt by author/title on the Find Titles & Supplies tab within the Adoption screen.
Tip: Search by the digital ISBN and review the eBook Relationships tab to find an existing item without an ISBN. If there are no records appearing, review the Digital Transition Master List to determine whether a physical access code is already maintained, prior to attempting to Add a Digital Title.
Sourcing: Purchase orders cannot be transmitted electronically when they include an item without an ISBN. Follow these steps instead:
Create a Specific Title Purchase Order and add the physical access code using the author/title search option.
Change the PO transmission status to Manual and contact the vendor to place the order.
Note: When placing the order, reference the ISBN of the related digital title.
Receiving: Electronic invoices reference the digital ISBN, so they cannot be used to complete receiving and invoicing steps in CourseTracks. Follow these steps:
Reject the EDI invoice, following the instructions for Invalid Line Items in the Troubleshooting section of Receiving 201 - EDI Invoice Maintenance.
- If the physical access code was substituted for another item on the purchase order, it will need to be added using the author and title (rather than ISBN), following the steps in the Substitutions section of Receiving 101 QRG. Refer to the Digital Transition Master List to determine the author and title which should be added to the receiver in place of the associated digital ISBN.
For RTO vendors, follow the EDI Not in CourseTracks process in the Receiving 103 (RTO) QRG.
Note: Invoicing Steps 3 and 4 can be completed manually five days after Step 2 has been finalized. See the CourseTracks: Enter Invoice Information for an Existing Receipt topic for details.
Selling: These items must be sold by SKU because the ISBN related to the vendor barcode is associated to the digital title in CourseTracks.
Important: If a cashier simply scans the publisher barcode, this will print access credentials on the receipt.
Print and use tickets that display the SKU related to the item without an ISBN. The SKU can be found on the CourseTracks Adoption Detail screen.
Order Fulfillment: If an ISBN related to a digital access code displays on the Order Details page of SODA orders, this indicates that the customer ordered the physical access code. You can confirm in the OMS Store Order Lookup Tool, which displays the SKU details.
Returns to Vendor: Any unsold product that is not needed and has a valid invoice can be returned to the publisher.
Add these titles to the chargeback using the author/title search option, rather than the ISBN.
Refer to the CourseTracks Returns Work List for the SKU related to the physical code. Confirm the ISBN by reviewing its related digital title, as displayed in the eBook Relationships tab of the Update a Title: Title Information screen.
Digital Transaction Errors
This section outlines some common errors related to digital transactions.
The SKU Not Found transaction error occurs when the digital SKU has not been adopted and/or localized to your store. To resolve this issue, ensure the digital SKU is adopted, then allow overnight polling to occur. If the error still continues on the next business day, log an incident with the Follett Support Center.
These errors are associated with provisioning digital through our integration with the digital content provider.
Note: For online customers, if one or more digital titles on a single order trigger this type of error, all digital titles on the order are sent to a web exception status and delay fulfillment.
The error could indicate:
System time out on a Follett or vendor server
Digital content is no longer available for sale
Follett is out of the PIN code ((DPF titles only)
Resolution of these errors differs. Refer to Processing COESP Exceptions in SODA and Processing COESP Errors at POS for directions to resolve.
Important: If you determine a digital title is no longer available for sale, work with the customer to determine their specific needs and sell an alternate item.
Lost Access Code
After the transaction is complete, direction to support the customer is based on whether the purchase was made in-store or online.
If a customer has lost their access code, they often reach out to the store for assistance. If the customer can provide enough details, you can reprint the receipt. See the CORE POS Reprint a Receipt topic for instructions.
If the receipt cannot be reprinted, there are other options to retrieve a lost access code:
For BryteWave titles, direct the customer to contact BryteWave Technical Support using one of the following methods:
For non-BryteWave titles, refer to Digital-At-A-Glance to provide support in retrieving lost access credentials.
If an online customer cannot locate their order confirmation email, they can retrieve their digital access credentials from their order history. See eFollett: Digital Credentials in Order History for more details.
Note: If the customer is unable to log into their eFollett account, you can assist by retrieving the digital access credentials from SODA. See the SODA Getting Digital Credentials for a Customer topic for additional details.
If a customer purchased digital content as part of a Follett ACCESS program, you can assist by retrieving the digital access credentials from SODA. See the SODA Getting Digital Credentials for a Customer topic for additional details.
Invalid Access Code
If a customer receives a message that their credentials are invalid when attempting to access digital content, they often reach out to the store for assistance. The problems can occur with initial or secondary redemption of access credentials.
If a customer is unable to redeem digital access credentials when using the URL provided at the conclusion of their transaction, this indicates that the access code is invalid.
For BryteWave titles, direct the customer to contact BryteWave Technical Support for assistance with obtaining a replacement code, using one of the following methods:
For non-BryteWave titles, refer to Digital-At-A-Glance to provide support in obtaining new access credentials for an invalid code.
When courseware is hosted on a publisher platform, sometimes the customer is provided by BryteWave with an additional set of access credentials to redeem. If the customer encounters difficulty in redeeming the secondary credentials on the publisher's website, this indicates an invalid access code.
Direct the customer to contact BryteWave Technical Support for assistance with obtaining a replacement code, using one of the following methods: