eCommerce: Who Do I Contact for Help

eFollett Related Issues

For technical issues/questions about your website contact the Follett Support Center.

1. Select eFollett

2. Select the category that most closely aligns with the issue being reported. Website Support;Online Course Materials; Online General Merchandise; Online Orders; or User Account Support.

This includes, but is not limited to:

• Error messages related to general merchandise or course materials
• Online Adoption issues
• Inventory/pricing issues
• Checkout issues
• Online customer accounts
• Adding payment types, e.g., financial aid
• Pick-up locations
• Course material online adoption issues (FMS Online Adoption Tool (OAT))

Include as much detail as possible, such as screenshots, SKUs, terms, ISBN, course, section, or product #.

Order Fulfillment Related Issues

You, as the a representative of the store have the most access to a customer’s order information. Therefore, if you can find the order in the system, nine times out of 10, it can be researched and resolved through your store.

Yet, if you experience technical issues, or have questions about order fulfillment that cannot be resolved by your managers, go to the Follett Support Center. Choose SODA & MMS (IMS) to submit a request about an issue related to SODA and fulfilling web orders your store can’t complete using normal procedures.

This includes, but is not limited to:

• SODA User access
• Backorders
• Order/line cancellation
• Printing
• Web exceptions
• Google My Business

Marketing/Operational Related Issues

Contact Consumer Marketing. Include as much detail as possible:

• Banners
• Hot market
• Logo updates
• Store-specific special events

Contact Information