Transition Handbook. Got Questions? This is your ultimate answer book!

Transcription

1 Transition Handbook Got Questions? This is your ultimate answer book! K e e p t h i s f o r f u t u r e r e f e r e n c e!

2 Welcome to the Promise Transition Handbook! Dear Representative, We are about to embark on an incredible new journey when Promise and the new AVON website makes its debut on April 29. As much as we believe this new website is state-of-the-art, we recognize that you may have many questions at the beginning. We ve created this Promise Transition Handbook to help answer some of those questions. We encourage you to keep this handbook as a reference guide to help you make the transition to this incredible new world of opportunity. Use it in conjunction with the many other tools you ve been provided including: A Complete Guide to Using Your New Avon.ca Website Your Exclusive Invitation to a Promising Future Promise Frequently Asked Questions which are available on the RepCafé Your District & Division Sales Managers, Sales Leaders and the entire Avon Canada team are here to support you and help make this transition easier. Feel free to reach out to us or to the Avon Customer Care team with your questions. This truly is an exciting time to be a part of Avon. The team at Avon Canada has worked hard to make the new website and new way of doing business with Avon easier and more pleasant. All my best wishes for even greater success with your Avon business. Adnauer Amorim President, Avon Canada 2

3 Table of Contents Introduction...2 First Time Registration on the new Avon Website...4 Placing a Campaign 10 Order...4 Locate your New Account Number...5 Cut-Off Time for Submitting Orders...6 Special Payment Due Dates for Campaign Promise Transition Calendar New Payment Due Dates Invoices and Account Statements...12 Returns...13 Companion Plus...14 Qualifying Volume: What s in the Box!...15 PIN for Customer Care Telephone Access...16 District Number...16 New Shipping & Handling Fees...17 Preferred Delivery Date...18 Submit Early and Submit Often

4 Getting started First Time Registration on the new Avon website Avon Independent Sales Representatives who joined Avon prior to April 29, 2013 will have to register on the new Avon website to gain access. Refer to your copy of A Complete Guide to using your new Avon.ca website that you received in your Campaign 9 order for more details. The Guide is available on the RepCafé, Promise tab. Placing a Campaign 10 Order To place a Campaign 10 order or to view your purchase history you will need to access the previous website. A link to the previous website will be available on:» The avon.ca Landing Page» The Sign In / Register Page» Your Personalized Home Page To login you will need your previous Account Number and Password. Campaign 10 Submit Dates have not changed, please follow the date indicated on the previous website under IMPORTANT DATES Once Campaign 10 closes at 11:59 PM (Local Time) on May 5, 2013, you will no longer be able to place any Campaign 10 orders. 4

5 Locate your New Account Number With Promise all Representatives will be assigned a new Account Number. You will need your new Account Number to:» Call Avon Customer Care» Sign In to the new Avon website in place of your address. HELPFUL TIPS If you pay your Avon Account through your bank, make sure you update your account information. Make sure you include the leading zeros of your Account number when you update it (ex ). You will no longer be required to provide your District Number with your Account Number to your bank. Refer to your copy of A Complete Guide to using your new Avon.ca website for details on how to locate your new Account Number. 5

6 Cut-Off Time for Submitting Orders Beginning with the submission of your Campaign 11 order, the time at which you must submit your order will change to 10:29 PM Eastern Time. This is equivalent to: 7:29 PM Pacific Time 8:29 PM Mountain Time 9:29 PM Central Time 11:29 PM Atlantic Time 11:59 PM Newfoundland Time You will not be able to modify your order after this time. 6

7 Important Dates April 29, 2013: New Avon Website goes live at You can begin building your Campaign 11 order and reserving products Please Note Payment through the new Avon Website will not be available until May 11. You can continue to pay your balance due using current payment methods. If your Campaign 10 order is due on or after April 29, you will need to access the previous Avon Website. See Page 4 for where to find the links. Remember to submit your Campaign 10 order by your Submit day. You can find that date on your Invoice or on the Important Dates section on the previous website. May 9 to May 11: The Avon Websites will not be available due to system maintenance beginning at 11:59 PM (Eastern Time) on Thursday May 9 through approximately NOON (Eastern Time) on Saturday May 11. You will not be able to:» Place Orders» Reserve Products» View Tutorials» Send s to Customer Care Sales Leaders will not be able to access ALM or other Reports You can still pay your Avon Account by arranging payment through your Bank or by sending a cheque. Customer Care will not be available. May 11, 2013 (Approximately NOON Eastern Time): The new Avon Website is operational You can continue placing your Campaign 11 orders and start building Campaign 12 orders and reserving products. See page 4 for links to access the previous website. May 22, 2013: The last day to submit C11 orders. 7

8 Promise Transition Calendar 2013 APRIL MAY SUNDAY MONDAY TUESDAY new website launched! ALL REPRESENTATIVES: MAIL PLAN 5-10 REPRESENTATIVES: SUNDAY MONDAY TUESDAY ALL REPRESENTATIVES: Start building your C11 orders MAIL PLAN 5-10 CONTINUED ALL REPRESENTATIVES: Continue to place C11 orders and start to build C Place C12 orders and build C13 8

9 may WEDNESDAY THURSDAY FRIDAY SATURDAY Start building your C11 orders on the new Avon website place C10 order on the previous Avon website on your Submit day WEDNESDAY THURSDAY FRIDAY SATURDAY on the new Avon website avon website not available Continue to place C11 orders and start to build C12 orders Last day to submit C first day of c12 Place C12 orders and build C

10 payment due dates Payment Due Dates for Campaign 10 Only For Campaign 10 only, all Representatives will have a special payment due date which is determined by their Achievement Level (Tier). Achievement Level (Tier) New bronze silver gold Campaign 10 Payment Due Date may 21, 2013 may 24, 2013 president s club honour society david h. mcconnell may 31, 2013 council There are NO Exceptions to these dates 10

11 New Payment Due Dates Starting with Campaign 11 Starting with Campaign 11, you will need to pay your Balance Due on a set due date, regardless of when your order is placed. Your payment will be due a specific number of calendar days after your Online Account Statement is issued as determined by your Achievement Level (Tier). Your Payment Due Date will be found on your Online Account Statement. Achievement Level (Tier) New bronze silver gold Payment Due Date 7 Calendar days after the Statement is Issued 10 Calendar days after the Statement is Issued president s club honour society david h. mcconnell 17 Calendar days after the Statement is Issued council 11

12 Invoices and Account Statements Invoices and Account Statements An invoice will be generated after each of your orders is billed and will be available online. In an effort to be more green, paper invoices and packing slips will no longer be included with your order. In addition to invoices, you will also be able to view an Online Account Statement which will be issued at the end of the Campaign. This Statement is a summary of all your transactions within a Campaign including all purchases, payments and credits billed within the Campaign. Campaign 10 Statement The Campaign 10 Statement will be available on May 11, 2013, when the new Avon website becomes operational. You can download the Statement from the Account Summary > Account Statements page on the new Avon website. Please Note: Your Campaign 10 Statement will not include any details other than your balance to date and your Payment Due Date. 12

13 returns For products purchased in Campaign 11 and later With Easy Returns you ll be able to process your returns for product purchased in Campaign 11 or later online quickly and easily at an affordable price. Tips for Easy Returns Do not include any notes besides the RMA inside the box. If you need to contact Avon, please or call Customer Care. Ensure only products as listed on your RMA are included inside the parcel to avoid delays in processing. When contacting Avon Customer Care concerning an RMA question, please have all of the following information available:» Campaign of purchase» Invoice Number» Product Number» RMA Number You can purchase any number of Canada Post return label each Campaign. The first two labels will be billed at $5.00* each. Any additional labels will be billed at $15.00* each. *plus tax To learn more, view the Easy Returns Tutorial in Avon s Opportunity Library. For products purchased in Campaign 10 and earlier To return a product purchased in Campaign 10 or earlier, you will need to follow the previous returns procedure. You will need to log in to the previous website to identify the products you ordered prior to Campaign 11 and create a returns list. See Page 4 for where to find the links. Once you ve created a returns list, send the return back to Avon in the same manner you did before the launch of Promise. 13

14 COMPanion Plus Available starting may 11 Companion Plus will make it even easier to create, print and receipts to Customers. If you are a current Companion user, here is some useful information for the transition to Companion Plus. Companion will remain available as read-only for four months. You can access Companion by logging in to the previous Avon website. You may want to log in to access your Customer list and contact information. Unlike with Companion, you will only be able build your orders directly on the new Avon website and not with Companion Plus. Your order information will then be transferred to Companion Plus within 24 Hours of the order being invoiced. Companion Plus is primarily a Customer Receipt generator. Encourage your Customers to Register Online! When your Customers register online, they ll be able to build their own Order Requests and submit them directly to you! Once you accept the Order Requests, they ll automatically be transferred to Companion Plus. You can then easily create a receipt for the Customer s order. Support Companion Plus includes an interactive training feature that provides instructions on how to create receipts, manage your inventory and more! To learn more, view the Companion Plus Tutorial in Avon s Opportunity Library. 14

15 Qualifying Volume Qualifying Volume: What s in the Box! With Promise and its Real-Time Inventory Status and Inventory Reservation features, you should know exactly what you ll be receiving in each order. As a result, we are going to change the way we calculate Award Sales. It will now be known as Qualifying Volume (or QV for short) Qualifying Volume will be calculated based on the value of the items you receive in each order or, what s in the box! Qualifying Volume will be used to determine: Your order size which impacts the Shipping & Handling Fee you will be charged for each of your orders. Your Achievement Level (Tier) for the Annual Qualifying Cycle which determines your Guaranteed Discount. What counts towards Qualifying Volume? All items you can purchase from Avon count toward your Qualifying Volume EXCEPT: Appointment kits shipped directly in New Representatives first order Purchase of Quick Start Kit PATD Training Materials/Books Delivery Fees Tax 15

16 Telephone Access & District Number PIN for Customer Care Telephone Access With Promise we will be launching a state-of-the-art automated phone system for Avon Customer Care. To access this system and speak to an Agent, you will need to enter your new Representative Account Number and a PIN (Personal Identification Number). The first time you call Customer Care you will be asked to enter your default PIN. Your default PIN is your birthday in the MMDD format. For example, if your birthday is January 2 nd, your PIN would be After you enter your default PIN, you will then be asked to create a new PIN. Make sure you remember your PIN as you will need it to access Avon Customer Care by telephone. You will be able to change your PIN in the Profile section of the new Avon website. District Number For a short time after the initial launch of Promise, the District number that appears in your Profile section of the new Avon website not match your actual District Number. We are currently working to resolve this issue. Your District Number is not changing. Your correct District Number will appear on your Invoice and Account Statement. 16

17 Shipping & Handling New Shipping & Handling Fees With Promise you will now pay One Simple Shipping & Handling Fee. Your Shipping & Handling Fee for each order you submit will depend upon: 1. Your Achievement Level (Tier) 2. The size of your order 3. The Shipping Address of your Order 4. The Delivery Date you choose The new fees are as follows: Shipping & Handling Delivery Options Standard Fee for Orders Under $50 (before tax) Preferred Fee (New, Bronze, Silver & Gold Representatives) for Orders $50 & Over (before tax) Super Saver Rate $8.00 $4.00 Regular Rate $12.00 $8.00 Privileged Fee for President s Club & Above for Orders $50 & Over (before tax) $2.00 The number of available Super Saver Rate Days or the Regular Rate Days will depend upon when you place your order and your geographic location (the Shipping Address of the Order). In addition, with One Simple Shipping & Handling Fee, Avon will no longer collect the 70 Customer Order Processing Charge. 17

18 Delivery Date Preferred Delivery Date With the new Avon website, you have the option to select a Preferred Delivery Date which is the day you prefer to have your order delivered each Campaign. For example, if you like your order to be delivered on Tuesday, then you can set your Preferred Delivery Date for Tuesdays. For the launch of Promise, Avon has pre-selected your Preferred Delivery Date for you. For most Representatives, this will correspond to the date you are currently used to. The pre-selected day will also be the lowest cost shipping day for your District. Before you start to build your order, be sure to verify the delivery date. Remember, you can always choose a different delivery date from the list of available options or change your Preferred Delivery Date for each Campaign. Note, the shipping and handling fees for different delivery days may vary, depending upon your District. 18

19 Submit Early and Submit Often Submitting your order early and often has many advantages! When you submit early, you have greater access to product availability. With Promise, you can also submit your order as many times as you need to before your Order Submission cut-off date. This feature gives you plenty of time to modify the order or add more products. When you click submit, the inventory in your order is reserved for you. Submitted orders are then automatically processed at the Order Submission Cut-Off Date. DON T FORGET: As you continue to build your order, be sure to CLICK SUBMIT each time! 19

20 Printed in CanadA FSC