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Administrator FAQ's
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Contents (select one):
General
Questions
-I called your 800 number and got voice mail. What is going on?
-How do I get started with
my new website?
-Logging in
to your Administration account
-Logging in
for the first time
-How do I change
my login name?
-How do I change my
password?
-What
is the difference between accounts and customers?
-What are the 3
main things I need to remember to do as Administrator to use my website?
-Does
my web site have the ability to take credit card orders?
-Can I add links from
my website to other sites?
Orders
-Why
do I need to process customer Orders from my Order administration screen?
-What happens to a customer Order when I click Process Order
in the Order Detail area?
Accounts
-What is the DEFAULT account number
for?
-What should I set my tax rate at for my accounts?
Customers
-If
a customer is using the Order Administration feature and is assigned as
administrator,
are they a customer or administrator when I assign them their
account number?
-I set up my
customer with a new account, and their pricing is still not correct.
What should I do?
Customize
-How important is it that I have my
FAQ's and Welcome message filled in?
-Where do I change prices for items on my On Sale pages?
Contracts
-How
many Contracts can I assign to an account?
-I created my custom contract, but my pricing does not appear
on my customers account.
What happened?
-How can my customer view their custom contract?
-I placed an item into a contract for the contract price.
I've checked everything and it
seems correct, yet the new price does not appear. What
happened?
Pricing
-How do I
create an account & assign pricing to my customer?
-Why do I need to check my price plans
and standard contracts (catalogs and flyers) and request updates (even if I make
no changes) every quarter?
-My website
pricing is completely wrong. The cost and/or retail prices do not match my
catalogs. Why?
Service Questions
I called your 800 number and got voice mail. What is going on?
As much as we would like to
answer your calls right away, during peak hours our customer service department
is assisting other customers. We would like to answer each call
immediately, however, we feel each of our customers deserve our undivided attention
during a service call. Please be sure to leave a message on our system, and we
will call you back at the next available moment. You can also email us at:
service@equalityis.com and we will
be happy to assist you that way.
General Questions
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How do I get started with my
new website?
Logging in to your administration account:
Go to your website and click on the Log-In/Log-out
button.
If this is your first time logging in:
Your login name is ADMIN and the password is ADMIN.
You should click on the
My Preferences button after
logging in, and change your password and other login
information. Remember to give
yourself administrator’s privileges before saving your
changes.
NOTE: Special
characters and spaces should not be used when you are creating
new login names, passwords, custom
contract codes, or pricing accounts.
Good login name: JOHNW
Bad Login
name: JOHN W (there is a space)
Bad Login
name: JOHN*W (contains a special character)
How do I change my Login name?
Once a login name
is created, it cannot be changed. A new login name can be created by clicking on the NEW CUSTOMERS CLICK HERE link on the main menu, or click on the
Create
a New Account link on the login page.
How do I change my password?
Login and click on the MY PREFERENCES
button located on the left hand menu. Once there, you may change your password.
Be sure to save your changes at the bottom of the page.
What is the
difference between accounts and customers?
The basic difference between
an account record and a customer record is that the account record holds the
pricing information for that account and the customer record holds the unique
login, shipping, and billing information for each user. For instance, think of
a bank with six branches. You would first create a new account for this bank
(pricing profile) then create six new customer profiles (one for each branch).
Another
example: If a client is a school district, you will first create a new account
for it, and each school within that district would create its individual
customer profile (one for each school). You will simply assign each school
(customer) the districts account number so they will receive the proper billing
for their district (account).
What are the 3
main things I need to remember to do as Administrator to use my website?
There are 3 things you need to remember to use your website initially.
The following
covers new account setup, and assigning account numbers to customers:
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Your
customer creates a login. You will receive email notification that you have
a new customer.
-
Go to your
website, login as administrator, and got the the accounts link. Create and
save an account for your new customer.
-
Go to the
Customers link. Search for the new login name. Click on the login name to
go into the login detail screen. At the top of the page is a drop box
labeled: Account. Drop the box down and select the correct account number
for this login. Save your changes at the bottom of the page.
Your customers
are now ready to begin ordering online
with their assigned pricing.
Does my
web site have the ability to take credit card orders?
Your website is
able to accept credit card orders. When a customer finishes shopping and checks
out, Print My Order and
Pay By Credit Card buttons appear to them. Each
website is automatically designed to accept credit card information which is
automatically sent independently of their order to the administrator.
Credit Card
orders are placed during checkout. The information is then sent on via email to
the web site administrator. None of the credit card information submitted by
your customers is kept on the website or in your online records. This ensures
security with the data and protects you and your customers from potential
threats.
Once the
credit card information is received by you, you will print it out and process it
there from your office. If you would like to use PayPal to process your credit
cards, you have that option in Pricing Maintenance under Contact and Company
Information. You must have an active PayPal account in order to be able to use
this feature.
I clicked the Pay by Credit Card button OR the Add
to List button and nothing happened. Is something wrong?
Your pop up blocker is blocking the window which appears for these features.
Adjust you settings on your Pop Up Blocker to allow pop ups from your website,
and this will eliminate the problem.
Can I add links from my
website to other sites?
Absolutely. If you would like to add a
link from your current website to another site, we will be more than happy to
add it for you. You will need to provide us with the web address of the desired
site, and then just give us a call to get started.
Orders
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Why do I need to
process customer Orders from my Order Administration Screen?
First of all, your customers can see via their Order
History whether you have processed their orders or not. The order shows as
"waiting for processing" with the date and time the order was submitted by them.
Once you process the order in Order Administration, your customers can see when
you processed it on your end. The second reason you want to process your
customer's orders in Order Administration, is to enable you to keep your orders
which you have not taken care of current. Finally, processing orders allows you
to view the accounts order history via the Accounts link.
What happens to a
customer Order when I click Process Order in the Order Detail Area?
Once you click the Process Order Button, the Order is
removed from your Waiting Orders screen and placed into your customers Order
History. You can review old orders by clicking the Orders link, then selecting
Order History.
Accounts
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What is the DEFAULT
account number for?
The Default account number is for any customer or potential
customer who does not have an account number created for them on your website. All pricing and promotions you set
on this Default account will apply to those new/existing customers without an
account number. It is your generic pricer.
What
should I set my tax rate at on my accounts?
Your tax rates should be set at your local tax rate, or
your customer's local tax rate. If
the account is tax exempt, you should set the rate at 0.
Customers
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If a customer is using the
Order Administration feature and is assigned as administrator, are they a
customer or administrator when I assign them their account number?
Everyone who is not part of your
company or eQuality Internet Service is a customer. If you assign them
administrator privileges, they will have access to your online customer records
that you maintain as administrator.
I set up my customer with
a new account, and their pricing is still not correct. What now?
The first thing you need to do is to
go to the CUSTOMERS link to their login name. Go to their customer detail
screen by clicking on their login name and check to be sure they have been
assigned the correct account number, Be sure to save your changes at the bottom
of the page.
The second thing you need to check is look
into the Account of the customer. Is the pricing options the way it should be?
Again, be sure to save any changes you make.
After checking these two possibilities, if
you continue to have problems, give us a call and we will help rectify the
situation as soon as possible.
On Sale
Maintenance
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How important is it that I
have my FAQ's and Welcome message filled in?
By filling in your FAQ section, you
have the ability to give your customers vital information about your company
such as office hours, credit cards, delivery and return policies. If left blank,
it can give customers and potential customers no information about making
purchases with your company, which they may find discouraging.
Where do I change prices
for items on my On Sale pages?
All on sale page pricing is done
through the common contract. Simply click CONTRACTS and click the link
for Common Contract. Then put in the item number for the items which appear in
you On Sale pages and the price you want to receive for it. Pricing on the
common contract applies to ALL CUSTOMERS.
Contracts
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How many Contracts can I
assign to an account?
You may only assign one custom
contract per account number. In addition to a custom contract, you have the
ability to assign all customers pricing through the Common Contract.
I created my custom
contract, but my contract pricing does not appear in my customers account. What
happened?
Be sure to check to see if you have
assigned the proper contract code to the customer in the Accounts section.
In addition, if you are offering a customer
lower pricing via your Standard Contracts, these prices will override
your custom contract pricing unless you set your account Custom Contract
Absolute to Yes.
How can my customer view
their custom contract online?
Once your customer logs in, they
should click on the My Lists & History button on the left. In this area along with their
Order History, they will find a link to view their custom contract and pricing.
I placed an
item into a contract for the contract price. I've checked everything and it
seems correct, yet the new price does not appear. What happened?
Oddly enough, this occasionally happens.
All possibilities have been checked as to why this may have happened yet pricing
does not appear correctly in your Common or Custom Contract. One very valid yet
rare reason may be that your contract price exceeds the MSRP (manufacturers
suggested retail price). You may want to consider lowering the contract price to
reflect the MSRP.
Pricing
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How do I
create an account & assign pricing to my customer?
1) Go to the Accounts link
and create and save an account for this customer.
2) Go to the Customers link and search for the customer login you
wish to apply the account number to. Click on the login name, and at the top of
the page where it says Account:, drop the box down and select the correct
account number for this customer login & save your changes.
3) If you need to create
set pricing to apply to this account (custom contract), you will go to the
Contracts link and create and add items to the contract. Once finished, you
will go back to the Accounts link, search and select the account number
the contract is for, and in the Basic Information area, under Account
Number and Description, select the correct custom contract from the
drop box reading: Custom Contract. Under the area labeled Regular
Pricing Options, you have the option for locking the pricing in the custom
contract to override any other discounts you offer the account. If you would
like to do this, go to Custom Contract Absolute and select Yes. Remember
to save your changes once you are finished.
If you have any questions, please call (800)
239-5965
Why do I need to check my
price plans and standard contracts (catalogs and flyers) and request updates
(even if I make no changes) every quarter?
We implemented our On Demand system
for updating your website pricing because, unfortunately, wholesalers do not
notify us when changes are made to your price plans and/or catalogs and flyers.
In order to create accurate pricing for your website, we ask all of our
customers to review these in Pricing Maintenance. You will find what is loaded
in your website under Master Products Management and Standard Contract
Management.
One week before the beginning of each
quarter, please verify for us that your price plans and catalogs and flyers are
correct for the upcoming quarter. This way, once we load the new quarter's
pricing into your website, it is accurate. Even if your information is
correct in your Master Products Management, we ask that you click the
Update button to confirm your information is still correct. If there are
no changes in your Standard Contract Management, your information will be
updated automatically. Please note that if codes change for anything loaded in
this area, you should change them to the updated code for any of these
catalogs/flyers.
If you have any questions about
how to do this, please call us at
(800)
239-5965.
My website
pricing is completely wrong. The cost and/or retail prices do not match my
catalogs. Why?
In this situation, the first thing that needs to be done, is to log into your
website, go to Pricing Maintenance, and select Master Products
Management. Here, you will find all the price plans we have loaded into your
website. Are they correct for the current quarter? If they are inaccurate, you
will need to update the price plan codes to reflect the correct ones and click
the Update button. We will have your pricing loaded for you by the next business
day.
The next thing that needs to be done is to
go to Pricing Maintenance, and select Standard Contract Management.
Here you will see listed all the catalogs and flyers that are currently loaded
into your website. Are they correct for the current quarter? If you need to make
changes, you can do so at the bottom of the page to request a change/update to
these programs.
If you need assistance with this, please
give us a call and we will be happy to help you.
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