Identify the procedure(s)
We use this procedure for restocking fees.
Recording Cancellations in Ceres
The team members who are responsible for managing the Partners@feedoc.org shared inbox.
This is the network with which we have regular communication using RingCentral via calls or texts.
Partner Network
The people responsible for recording restocking fees
Program Coordinators or anyone who is notified by a Partner of a cancellation or reschedule
We use the application to text our partners or call our partners instead of using our personal numbers.
RingCentral
This procedure was created to address our regular communication with our Partner Network without using personal numbers.
RingCentral Texting Procedure
These are the four shared inboxes that currently exist in our department.
Agency, Grocery Rescue, Partners, and Kids Cafe
The term we use if a partner communicates to you that they don’t want to be contacted.
Opt out
When we charge restocking fees
When a Traditional Partner notifies us of a cancellation or reschedule with less than 3 business days notice
What dates must be included when a Program Coordinator is added a restocking fee comment?
Date of notification of change and date the order is cancelled written in the comment
We created this procedure as a long-term communication strategy to address the expressed frustration partners felt when staff changed positions.
Shared Email Inbox Management Procedure
We use this even when someone is asking you a question that you may not have the answer to right away, to be professional and courteous in responding.
Let the person know that you saw their email/inquiry and are working on getting back to them
Your next steps if a partner persists in contacting you on your personal cell phone.
Connect with your direct supervisor for further guidance.
This is the cost of restocking fees
Cancellation $200, Reschedule within 1 business day $50
The number of business days taken after notifying you of their communication preference.
1
This procedure has a typo in the directions.
Recording Cancellations in Ceres
The people who utilize the GR@feedoc.org shared inbox and their colors
Luis, Isaac, Carolina, Ellie
The reason we follow the process of opting out and adding partners to the exclusion list.
Ensure that we do not lose our texting privileges with RingCentral
The category code you would use if the site had a power outage.
CAN-EM: Cancelled Emergency - No Charge
The steps for setting up autoreplies in shared inboxes.
1. In Outlook, go to File
2. Under account settings, click the link https://outlook.office365.com/owa/feedoc.org/
3. Follow the steps for Microsoft Authentication
4. You will be redirected to your individual Outlook Account. On the top right corner there will be a small photo of you, click on that
5. A drop down menu will appear, click “Open another mailbox”
6. A pop up will appear for you to type in the shared inbox you would like to open (ex: partners@feedoc.org)
7. A new tab will open for the shared inbox you typed in. On the top right corner there is a small gear to click for settings
8. The pop up for settings with appear. Click Account, then Automatic Replies.
9. You will be prompted to select a time period, type in the automatic replies for inside the organization, and automatic replies for outside the organization. • Example for external replies: “Hello, Thank you for reaching out to SHFBOC! Our offices are closed for an All Staff Day Friday, May 2nd. We will respond to your email as soon as possible after we return. Kind Regards, SHFBOC Programs & Services Team”
10. Save the automatic reply settings and you’re done!
The procedures that require making Ceres changes/updates.
RingCentral Texting Procedure and Recording Cancellations in Ceres Procedure
The step you take when you are the one reading an unread email in the shared inbox.
If it’s an email for you: Add your color coding to the email. You may choose to “flag” the email, however this would be for your own tracking purposes not to alert the other team members managing the shared inbox.
If it’s an email for the other Program Coordinator/Specialist or Supervisor: Add the color coding for the person who the email is directed to. Leave the message “unread” for them
The step you take in CERES when a partner opts out (bonus points: the category code).
1. Email ITsupport@feedoc.org with the phone number of the individual that no longer wants to be texted by us. Please provide some context – that a partner has opted out of texted and needs to be added to the RingCentral exclusion list.
2. Our IT Team will add that phone number to an exclusion list in RingCentral so that it cannot be contacted via text.
3. Add a comment in Ceres under the partner’s agency card to note that the partner has opted out of texting. Use the comment category code “Other”.
4.Update any contact information or contact notes, as needed, to reflect this change.
This is the timeframe Partner have to pay their restocking fees before we take action. This is the action we take. (double jeopardy)
90 Days to pay restocking fees
Product Hold
SHFB team members are responsible for completing restocking fees