Order Problems
- If the customer can't see the purchase button, it is usually still there. If they put their mouse on the order total and slowly move it down on the page, the arrow will convert to a hand. They should click as soon as that happens. The order should go through. The purchase button, for whatever reason, is sometimes invisible on IE.(8.14.09)
- Safari users also having trouble with adding items to cart, sending us messages from the website, and frequently get a blank page when going through checked. It is best to tell them to continue using Firefox, since it is not just logging in that is the problem. (6.23.08)
- Mac customers who browse with Safari may not be able to sign in using the signin form on the shopping cart summary. Tell them to go to the sign in link on the My Account page instead. (6.20.08)
- If a customer complains that their repurchase discounts aren't showing or their free gift isn't showing up in their shopping cart, or any other order difficulty, please tell them to add a note in the comment field and go ahead and place the order. (4.4.08)
Online Ordering problem
When a customer leaves an online comment it removes any time payment terms, etc. on an E-check, it removes the routing numbers. IT is working to resolve.
Ordering, but unwilling to use credit card online (updated 7.24.09) All online orders need payment in order to be submitted into the system. If an order is not in the system Customer Service is unable to do anything with the payment information. If a customer is uncomfortable with using their credit card online, then they need to place their order by email, fax or regular mail and then Customer Service is happy to call them for their credit card information.
Items that cannot be shipped to certain countries (1.23.08)
SCOPS has been enhanced to specify certain items that cannot be shipped to certain countries. When a customer has one of these items in their cart and they change their shipping address to a country it cannot be shipped to, the item is removed from their order and they get a message. If they change to a country it can go to the item comes back. But if they place their order to a restricted country the item is permanently removed. This worked for individual items but not for packages. Now they fixed packages as well. So now when customers orders a package that is including an item that cannot be shipped to their country, the system automatically removes that item from the package. The customer will see a red note "Restriced Item(s) for this shipping address" in their shopping cart directly above the affected item.
What items cannot be shipped overseas? (1.23.08)
We can’t ship these science packages to Australia and New Zealand: KSK, 3SK, 4SKM, 6SK, 7SKA, 150-35, 250-30 and SS122. Also, due to new European Union recycling requirements we can’t ship FlashMaster to the following EU countries: Austria, Belgium, Denmark, Finland, France, Germany, Italy, Luxemburg, the Netherlands, The Republic of Ireland and Sweden.
SCOPS : Sonlight Curriculum Online Purchasing System
Order Process
- Customer places order
- Order should show up in assist (under Orders) almost immediately (assist updates every – 5 minutes or so?)
- Customer receives confirmation email
- If order doesn’t show up it could be in the ‘lost folder’ – see CR
- Order Entry prints the order
- Orders normally printed at certain times each day
- Order Entry checks each order
- Any comments: handle customer request
- Prioritize orders –
- international,
- date order placed
- Order Entry takes orders to warehouse
- Warehouse picks orders in order of priority
- 3 business day guarantee
- Rolling cart with order left near scanner
- Warehouse scans each item in order
- Order shows as ‘verified’ in assist, still under order
- Warehouse packs order, places on pallet
- Shipper scans package (their system interacts with Sonlight’s)
- Order invoices – moves to Invoice section in assist
- Shipping confirmation email (with tracking information when available) sent to customer