Frequently Asked Questions

Transcription

1 Frequently Asked Questions Contacts Will I be able to merge duplicate contacts? Ex: A person who has ordered through a party and the same person who has ordered a second time through the website. Contact merge functionality is not available at this time but is coming soon. Does the system support all mobile devices? The system supports the current version of most mobile devices as well as some devices that are one version behind the current version. If you don't have full contact info for a guest, can they still be added to a party? Yes, we have a "No " feature for those who do not provide it. What's does the third icon represent in the guest control panel? The third icon in the guest control panel is for bookings. Will our contacts be transferred in their entirety to the new system? All contacts will be transferred into the new system. When the system switches over, will duplicates be deleted automatically? No, we cannot tell which contact you feel is the best one. Once Contact Merge functionality is available, you will be able to merge contacts. Will we be able to send group s in addition to the monthly newsletter? Yes, you can from the Contact List, and you can still utilize the Downline functionality in Team Genealogy. Will we be able to delete old contacts? Yes, you are able to delete old contacts. Is there a way to send a mass to all my Customers? There is a bulk feature in the Contact List. How does Contact Merge differ from my ability to simply delete?

2 The system looks through your contacts for likely duplicates, then presents you with options to select a primary contact (the one you keep). You can also transfer information from the other duplicate contacts. In addition, any order references are transferred from the contacts you delete to the contact you keep, so your Customer reporting remains accurate. Will we be able to search contact notes (word search)? No, this feature is not currently available, but please be sure to send your suggestion to sandbox@norwex.com. Is there a way for a Consultant to see his or her entire contacts list? Yes, that is available under My Business > Contacts > Search Contacts. If I have a May party and my Host is using the Host evite, will that be transferred over as far as the links still working to order through the Host link? No, links from the current system will need to be resent for the updated system. Will we be able to search our contacts by state? No, this is not currently available in the screen; although, you are able to download your contacts to a spreadsheet file where states are listed. Consultant Status Will there be anything in the Consultant drop down menu to notify Consultants when they are about to go dormant or be removed? Only the Consultant s current status is in this area, not potential status. General How do you get to the Specials page from the home screen? There is a Specials and Incentives menu in the bar to see all listed, but they are shown on the landing page as soon as you log in. Can the permanent default be set to include plastic bags? This setting is available within your Profile > Order Preferences. Will our personal website address change with the new system?

3 No, your personal website address will remain as is: yourname.norwex.biz. Where do we find the party links that we can share in our Facebook parties? These are found in My Orders > Review or Edit an Open Order > Party Orders >. Simply click the icon that has a box and right arrow on the right side of the row in the Actions section. Regarding the follow-up bell, will we get a text message when there is a notification or will it work only when we are in our Consultant Office? It is only a notification within the portal at this time. Will previous Contact Notes be carried forward? Yes When ing from within the system, can we include attachments? (eg, Customer Specials) No, attachments cannot be included on s. Will a new Recruit be able to sign up on their smart phone? Yes. Can all money collected from orders be sent to Norwex to have the entire discount deposited into a bank account? That is accomplished by paying retail for all orders. Where do you click to add a booking on the Host screen if the Host chooses to rebook? A button on the bottom of the Host order page allows you to add a booking for the Host. General Will there be images in the Business Supply list to help Consultants know what the items are? No, this functionality is not currently available, but it is planned for the future. Will we still need internet connection to use the program? Yes, you will need internet connection to access the site. Will we be able to schedule follow-up s to be sent automatically? This is not a current feature, but it is scheduled for future functionality. Will the icons have a key to show what each one represents?

4 Hovering over the icons with a mouse cursor will show what they represent. In addition, hovering over the i in several areas also provides hints. It looks like we can go paperless now...is that correct? No more paper order forms needed? Remember, you are required by law to disclose the return policies to your Customers. You can do that by paper or by ing the invoice, which contains those return policies. Can we send products as a gift, with Happy Birthday messaging for example? No, this functionality is not currently available. Is there an evite option on this system? No, this functionality is not currently available. Red Stamp is a great alternative. Visit RedStamp.com and click on Collections then Norwex for more information. Is there a Save button for data that Consultants input? Yes, there is a Save button at the bottom of the Add Guest form. If you navigate away from that form without saving, the system will either save it automatically or warn you that you haven t saved prior to navigation, depending on your actions. Where are outstanding Customer payments shown? The Pay for Orders screen in Party Order flow allows you to apply payments to individual orders, or against the party itself. An important distinction with the update is that the system requires only that you pay wholesale amount for the party not that you apply payments to individual orders. What happens if a Customer orders on our website on May 1? Will it work for them? The site will not be accessible after noon, Central Daylight Time, on May 1 until it comes back up again on May 3. Historical Data Will old order histories, Customer orders and parties transfer to the new site? Yes, this information will be transferred. Office Suite How do we edit our newsletter? There are no changes to the way you edit your newsletter.

5 If you are not an Office Suite subscriber, are you still able to ship orders immediately? Yes, you can, but you cannot attach those orders to a party. Will we be able to send s to multiple people in addition to our newsletter? Yes, there is functionality available within the Contacts list, as well as within Team Genealogy for your downline. Is there a list of features and benefits available only to Office Suite subscribers that I can share with my team? Yes, Office Suite subscribers receive the following: 1. Public website for your Customers to order, find out information about your business, and enroll as a Consultant 2. Ability to attach a Customer Order to a party in the Customer Order flow 3. Share Party Link in the Open Parties screen 4. Send Newsletter option in Add Guest screen 5. Ripple Effect column in Contact List 6. All contact/customer sales-related reporting 7. Date/time-stamped follow-ups for contacts Will all Ripple Effect contacts transfer over as well? Yes, they will. Orders If we have multiple Shopping Sprees and one will expire before the others, how will that appear? Will it tell us how much of the spree is ready to expire? The icon will turn red if any individual Shopping Spree is expiring within 7 days. Information about each spree is available within the Shopping Spree Balance page. How do you mark a non-attending guest? Non-attending guests are handled by attaching a Customer order or Web order to a party. You can also select Direct Ship to this guest in the Add Guest and Order screen in Party Flow. If someone submits a web order and forgets to select the Host, do I still need to call Consultant Care to have it done? Yes, you will still need to call. However, it is now easier for Customers to find and select the correct Host and party. When you choose to ship to the Host, will they also receive the order breakdown with the order?

6 No, we do not automatically order summary information to Hosts. However, you are able to them from the summary screen, in addition to saving a PDF version of the invoices to send to them. Will we have the option to enter an order in a party and have it ship immediately before the party closes? Yes, use the Attach to Party button within a Customer Order. Is bulk guest entry still available? Yes, bulk guest count functionality is maintained within the Add Guest Order screen at the upper right of the form. It defaults to one guest, but it can be changed to the count you need. The box that says "Your Host received XYZ for $XX" doesn't seem to be correct. Is it adding the buying guest gifts, booking gifts, package amount and the Shopping Spree in the total? This is data setup that will be ready at launch. Will we be able to use multiple credit cards and attach a Customer to a party on the Consultant Office? The new Consultant Office has flexible payment options in the order types, including multiple cards for one order and multiple orders on one card for parties. Will Customers be able to place orders on mobile devices such as iphones? Yes, they will. Is there a way to submit party orders before closing the party? You can have your Customers go to your website and attach their orders to the party, or you can enter an order for them in Customer Order and attach it to the party. Will Direct Ship orders within a party order ship right away, or will we still need to wait until the party is closed for it to ship? Direct Ship to Guest ships with the party when it closes. To have the order shipped immediately, attach it to a party via Customer Order or Public Website. Can invoices be sent to Customers on the new system? You can download PDF invoices, send an invoice via , or print an invoice from the order summary pages. If a Host wants to order more than what she receives for free, how do we do it so it will add to their Subtotal A Sales?

7 There is now one order grid for Hosts in the Party Order flow. Anything in addition to a Host s free dollars redeemed counts toward Subtotal A Sales (Star 4). Are Subtotal A Sales from non-attending guests orders counted for Host rewards, and do they count as a buying guest? Yes, non-attending guests orders count for everything in the party, except payment totals. Can we offer a "promo code" for web orders within the new system? No, that functionality is not currently available. What is cons (under Discount Summary)? That is short for Consultant, which is your 35% discount. Are discount and Commission the same thing? Discount is the 35% you receive from your sales. If one person wants to pay for multiple orders, can I charge his or her card once for the total instead of charging it multiple times for each invoice? Yes. Will Customer orders placed this month for a May party transfer the sales to the May party? Closed orders will count for Host totals in the party they are attached to, in the month the party is closed in. Is the supply section on the order form more user-friendly? Yes, Personal Supply Orders have their own catalog and order type, so it should be straightforward. The same catalog lookup functionality exists in the Personal Supply Order grid as in the Customer and Party order types. If a Customer wants a Consultant to order for them in order to get the discount, should we use the Customer s credit card and then the Consultant s credit card for the balance? All that is owed to Norwex is retail minus your 35% discount. Can Consultants offer a discount on payment for an online party? The updated system only requires you to pay retail, less your 35% discount for both party orders and Customer orders in your Consultant Office. Do Host orders now count toward Subtotal A Sales? Previously, we'd need to enter those orders as a

8 separate guest? Host overage counts toward Subtotal A Sales (Star 4), but not Guest Total (Star 2). What is the difference between Check and Cash in the payment dropdown? This is simply for your records to show which payment type you accepted. Will all the order information, including Customer orders in full, be available for viewing after the order is submitted? Yes, Order history is available for your Customers through Contact Details in the Contact List (search Contacts in My Business). Will packages be highlighted for online buyers so they will know that buying packages like the Basic and Household packages is the best way to start? The Top 10 Products category is designed to assist Customers in reviewing our most popular items within your public site. Will the Host still count as a guest, as their orders are on one screen? No, the Host order does not count as a buying guest. Does the party still give the full dollar total of Host gifts so we can tell our Hosts how much they actually got for free for having a party? Yes, it does; that information is available in the green box at the bottom of the Host order and on the party order review page. Can we edit guest orders submitted online? No, you cannot as they are closed by the Customer at time of order. As add-ons are made available, can we apply them to an order attached to a party that is submitted before we close the party? No, Customer incentives are available only to Customers ordering on your public site as well as within the Party Order flow. They cannot be added after an order is closed. If we add an order to a party, will that order ship right away or will it process only once the party is submitted? Orders added via Customer Order or Web Order will ship immediately. Selecting Direct Ship to this Guest within the party flow will not expedite the order compared to the party close. Are we able to accept a payment for full retail price by the Customer within Customer Orders?

9 You can pay between wholesale and full retail on an order in Customer Order. The software defaults to full retail, but you can lower the amount as much as down to wholesale. If a Customer pays full retail with a credit card, can the Consultant submit only the 65%? No, this is not possible with our software. Will the party-specific websites for Customer shopping automatically tie any orders that are placed by following the link to the party? Yes, the link sends the viewer to a product browsing experience on your public site, and the cart is already tied to the party. In order to pay for the discount we offer, can a Consultant use two charge cards on his or her personal website? Consultants are only required to pay retail, less the 35% discount on Customer Orders in Consultant Office. We suggest you use that option. What about parties that are still open that I want to close in May? Parties that are newer than 90 days old will transfer, but no open orders on those parties will come with them. Closed orders attached to these parties (non-attending guest orders) will transfer. Party I have a party scheduled for Wednesday, May 4. Do I need to wait till May 3 to give the Host a llnk? Yes, the first time you can send a party link is when the new system comes up on May 3. Reports Will we still have access to a sales summary downloadable spreadsheet at the end of the year? Yes, 1099 downloads are still available. You can also use the Account Balance screen to filter for orders and download that file to your spreadsheet program. Shipping How does shipping to "other" addresses in a party, impact the tax rate? The one-time shipping address will be the base used to calculate the tax.

10 Why doesn't the website always accept and save the guests addresses that are entered in? Because addresses are checked against a United States Postal Service (for US addresses) database, the address needs to exist there to be accepted. Will I be able to access the Product Catalog, product information and image files on my Android devices? Yes. When choosing the Host shipping option, will the Host receive the order breakdown with the order so they can ensure their guests receive the correct product? Yes, Hosts will continue to receive pick lists. Will we be able to save a default to always ship to the Host, or will we need to change that manually each time? That default is available in your profile > Order Preferences. Is there an option for different shipping times, or to pay extra for expedited shipping? No, this functionality is not currently available. When using a party link, is a guest order direct shipped or shipped with the rest of the party? There is no option to ship an order with the party when ordering via your public site. It is shipped directly and immediately. Can we ship to PO boxes now? Yes, shipments to PO Boxes can be made now. How do "add-ons" work if you want to Direct Ship an order right away? Where do you enter that order? Customer incentives are available in the Customer Order flow. Can Consultants enter an order in the party with all the others and do a "ship now" or does it have to be entered as a separate Customer order and then attached to a party? It must be entered as a separate Customer order and then attached to the party; there is no Ship Now feature within the Party Order flow itself.