Product Information
What are the two delivery methods available for transcripts?
Answer: Electronic and Printed
At what age is a child considered an adult and therefore, a parent must request their child's document as a third party orderer?
Answer: 18 or over
A third party calls and says that they placed an order that they no longer need. How do you respond?
Answer: Unfortunately, we are unable to cancel your order as the request fee has been processed.
Where does the order status show in Supportal?
Answer: The order status shows under learner's order information at the top.
What does an Incomplete order status mean?
Answer: It means that the payment timed out and was not processed.
What is the Parchment network called that schools can receive electronic documents into a shared inbox?
Answer: Parchment Receive
What option should a learner or TPO select in the ordering process if don't want their transcript sent until grades have been posted.
Answer: Hold for Grades
If an order has already been fulfilled, can the order be cancelled?
Answer: No, we cannot cancel an order that has already been fulfilled.
Where can you find more details about a cancellation reason, including why it was cancelled and additional details?
Answer: You can find this information in the history portion of Supportal.
How many days will it take for a refund to post to the learner's credit card?
Answer: It typically takes up to 3-5 business days depending on the financial institution.
What letter of the alphabet does a SENDedu order start with?
Answer: L - if it is sent from an out of network or "K12 Lite" school
What type of account should a parent create if they want to order on behalf of their adult student?
Answer: A TPO Account
An order was submitted 45 days ago and the learner asks for a resend. How do you respond?
Answer: Unfortuantely, we are unable to resend your order as it's beyond 30 days since you placed your order.
How can you see FedEx tracking information and USPS tracing scans?
Answer: Click on the track button in the to/from panel under delivery method.
Name one of three required fields to enter in Salesforce, if available
Answer: DID, Account, Disposition
What is it called when a school covers the transaction cost of a transcript order (usually for current students)?
Answer: Subsidy
How do you tell if Parchment services a school or not?
Answer: You can look in the member directory on the website or you can look it up in Salesforce under the Parchment object
A student asks for a document to be sent to another destination for an existing order. How do you respond?
Answer: Unfortunately, we are unable to change the destination of an existing order.
What does the status Available mean?
Answer: It means that it has been sent to the recipient but it has not been viewed or downloaded yet
What is Transcript Services' service name when you look up the Services in Salesforce?
Answer: Parchment Send 7
What is the Parchment service where Parchment fulfills on behalf of a closed school that is no longer open?
Answer: Registrar Services
If a student wants to send to a school through Parchment Receive, where should they enter that information in the ordering process?
Answer: they should search for the school in the search field on the delivery method address
For a printed document, what is the resend policy?
Answer: A printed document can be resent if it's been less than 30 days since it was ordered but more than 10 days since it was printed and mailed.
How can you find out a school's processing timeline for uploading a student's transcript?
Answer: You can enter the school's name and "transcript request" in google to search on their website.
Name one reason you would need to use Help Desk instead of Supportal.
Possible Answers: Refund if the button is not available in Supportal, to see Mail Server delivery issues, Cancellation after fulfilled when it's in an Available status