Contact
If the customer's cap is too small and it is several weeks before their ceremony, who would we contact to get them a larger cap?
ARCSR
Where is the site I.D. located on our ordering website if they are on their school's specific page?
At the bottom right of the ordering page
Where are the tassel colors located in site review?
All the way at the bottom
you only need the latter half of a customers order number in order to search for it in oracle (T/F)
False. You need the full CPA in order to search for it in oracle.
A set of regalia with standard shipping will be ready for delivery in approximately how long
2-3 weeks
if a customer would like to cancel a single ship/bookstore ship order and it is still green in configurator, where would we send the request to cancel the order?
collegesites
Where is the rep's info located if the customer is on their school ordering page
It is not located on collegegrad and needs to be looked up via "find-a-rep"
What would you click on to see when the school's bookstore will be distributing gowns that were shipped to campus?
Under "View Custom Site Areas"
In order to save a note in oracle, what buttons need to be pressed?
CTRL + S
What is the customer service phone number for academic regalia?
1-800-552-3228
If you are requesting a refund on a cap and gown order that Herff Jones collected payment for, where should it be sent?
Indy Accounts Receivable
If a customer is having difficulty ordering from our site, what is one of the first things you should do?
Probe and follow along to see if the issue is recreated on our end prior to referring to the sales rep
Where can you find multiple site I.D's (if there are some) for the customer's school in site review?
Under "Notations"
If we are able to, how do we cancel an order in Oracle?
By checking "order cancel" in the lower left and then we save it by hitting the yellow floppy disk icon
Academicregalia.herffjones.com is only for faculty members (T/F)
False. Anyone who would like to purchase a gown from that site is more than welcomed to
If configurator states that the bookstore accepted payment for the customer's regalia and they need a refund, what would the next step be?
Directing them to their bookstore as Herff Jones was not the one to collect payment
If we get calls from multiple students saying that their ordering site isn't up, where should they be directed/who should we reach out to?
Their school's sales representative
Can you see which rep services the customer's school in site review? (Y/N)
Yes
We are able to ship cap and gowns to P.O. Boxes (T/F)
False
If a school's ordering site only offers the student's regalia be shipped to the bookstore, we can get them in touch with their local sales rep to have the address changed to their home (T/F)
False. If the site is only set up for bookstore shipments then we are unable to change the shipping address to the customers home
if a customer would like to hold on to their rental gown for longer than 30 days after the ceremony, who would we direct them to in order to make that request so they don't get charged a late fee?
Their local sales representative
If multiple students are encountering an issue with their ordering site (wrong gown/tassel/grad date listed), who should that be brought to the attention of?
College Sites
Where can you find if the order is a bookstore ship/home ship in site review?
Under shipping info in the cap and gown section
We should only use the "Print Label" button in oracle when...
We should never use the print label button in oracle
If a customer got charged twice for their order, where would we send the request to have one of them refunded?
Indy Accounts Receivable