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2011 WEDDING CUSTOMER SERVICE MANUAL
If the hold is on an unbilled order, you will be brought directly to the message field. Enter
the final outcome of the order or your reason for releasing the hold. For example, if the
order was on hold for confirmation of the ink color, you would add a message that says
“Per Joe, use black ink” or if you were trying to stop an order to make changes, add a
message that says “order stopped, quantity changed to 150”. If you are trying to stop an
order and find that it is too late to make any changes, be sure to add a note that says “too
late to make changes, order has been printed, Joe (dealer) has been notified”. Once you
have keyed in your message, press enter and your hold will be released.
The most important thing to remember about releasing a hold is that you may only
release a hold if you have the order in your hand or if you are actively looking for an
order to make changes and are told it is too late to stop it. If a dealer calls to release a
hold and the person or department holding the order is unavailable, add a message in the
hold record as to who you spoke with and the answer to why it is on hold and then let the
person or department holding the order know and they will release the hold and put the
order through.
ADDING AN EMAIL ADDRESS TO AN ACCOUNT
If we do not have an email address on file for a dealer, you will see the message Info
Needed-F2 flash in red in the upper right corner of the wedding mini or in the wedding
order entry screen. If you see this message, ask the dealer for their email address and hit
function key F2.
Once you hit F2, you will see a pop up and directed to enter an email address followed by
the caller’s name. Once you key this information and press enter, the email addresses will
automatically be entered as the primary email address.
If the dealer has an email address and does not have time to give you this information,
press function key F10 for “No Time-Ask in 1 Month”. This will make the “Info Needed”
message disappear for one month.
If the dealer does not have an email address, press function key F5 for “No Email-Ask in
6 Month” and the “Info Needed” message will disappear for 6 months. This message will
disappear so we are not asking them again every time they call in.
TRACKING PACKAGES SENT FROM BIRCHRAFT
Remember to use the Days in Transit information given to you in the AS400. You should
only have to trace a package when one is lost or the dealer specifically asks you for
exactly where in transit their package is.
1.
If you do NOT have a PC Workstation at your desk - Track with AS-400.
A.
UPS tracking & transit time (Option 30, hit enter)
B.
Please select one of the following request options: ___ (Enter 1 for Tracking)
Pick Option 1 or 2 below. Option 2 is easier, recommended and listed first.
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