Frequently Asked Questions Orders I clicked on Order and nothing happened? The new system opens new windows for order entry, this means that you will have to allow pop ups for the new site. 1. Click the Chrome menu on the browser toolbar. 2. Select Settings. 3. Click Show advanced settings. 4. in the "Privacy" section, click the Content settings button. 5. In the "Pop-ups" section, click Manage exceptions. 6. Add www.norwexcs.com to the allowed list What is the Consultant Office Suite and how much does it cost? The Consultant Office Suite includes your Personal Website (.biz site), Host Portal to support Evites and Ripple Effect electronic newsletter. These fantastic business building tool are available to all Consultants for just $9.99 per month. All new Norwex Consultants receive a three month subscription upon joining Norwex. If you are currently an Office Suite subscriber you will automatically be charged the new rate of $9.99 per month beginning with your April Ripple Effect. If you are not currently a subscriber you will be notified of new sign up procedures by March 15. Can I do Online Parties? Yes, if the Consultant is an Office Suite subscriber they can use the Host Portal to send Evites and collect orders exclusively online. Where do I place Personal/Supply Orders? Please see instructions on page 6. Where do I place a Direct Ship Order for my customers? Please see instructions on page 7. How do I track an order? Please see instructions on page 8. If a Hostess has an order from someone who lives out of the area, can the order be shipped directly to that customer instead of to the Host? Yes. When an order that is linked to a party, is placed from your.biz site it can be direct shipped to an address separate from other party orders. Upon checkout, the customer must select the Page 1 of 8
party of their choice in order for the sales to be calculated toward Host Benefits. Direct S & H rates will be applied. You will find Direct S & H rates in the navigation bar of the.biz and.com website. Will Hostess's have the ability to send Evites, collect outside orders online and send reminder emails to those invited to a party? Yes! Consultants who subscribe to Office Suite will have access to the Host Portal which provides the opportunity for a Host to send Evites and generate sales from guests who are unable to attend her party. Reminder emails can be done as well; however, they cannot be set up for an automatic send. If a customer has not received an Evite to a specific party, can they still shop online and designate their order toward a party of their choice? Yes, when a customer places an order from your Personal Website, the option to Find a Party is provided. When the customer uses it to select a party, their order will calculate toward Host Benefits. We recommend all Consultants subscribe to Office Suite to take full advantage of the Evite system that also includes a Shop Now button from each Evite. When a guest that did not attend a party orders online does she pay the $5.95 party shipping and handling rate? No, Direct Shipping and Handling rates are collected online. When a guest that did not attend a party orders online, does her order ship immediately? Yes! How do I give guests discounts at parties? If you offer a discount other than those from the Norwex Home Office, you will need to personally pay the difference upon order completion. Can I combine their Business Supply Order with a product order instead of having to place two separate orders? Yes! You may now place an order for Personal Supply and Supply Orders on the same order. Direct S & H rates will apply and can be found at your Personal Website and.com website on the front page in the bottom navigation bar. Do I still have to accept online orders within 72 hours? No you do not. Orders placed from your Personal Website will not require your acceptance any longer. If a new customer finds your site through the Find A Consultant feature and wants to place an order, an email will be sent to you. At that time you will have the opportunity to followup with them to provide your personal website information or to place an order on their behalf. I have money in overpayments on file in the Home Office. Can I use that toward a current order? Yes! One of the most exciting benefits of your new system is you may now elect to apply overpayments on file as part of payment completion. Page 2 of 8
How can I view my 35%Consultant Commission? To view your 35% Consultant Commission click My Business > Commission Summary. You can then click on 35% Consultant Commission to view the transactions in this account. These commission earlings (earned on previous sales) are available for you to use against Party Orders, Personal & Supply Orders, and Direct Sales When will I receive my Leaders Commission and overpayment deposits? Consultants will receive their first overpayment check by March 22 for the period March 4 - March 15. The second overpayment deposit and Leaders Commission will be deposited by April 10 th. For all subsequent months you can expect these deposits no later than the 10th and 22nd of each month. How do I handle returns now; do I still need to send in the yellow form? We will require this for orders placed prior to March 4, 2013. For any order placed on the new system, Customer Order Forms will not be required by Home Office to process the return, but the Consultant still needs to complete this as it contains the Buyers Right to Cancel and acts as a proof of purchase for the customer. Can I place a Trade Show Package order online? No, Trade Show Package orders continue to be placed by emailing tradeshows@norwex.com. What browsers are recommended? We suggest using Internet Explorer (version 8 or 9), FireFox, Chrome, or Safari for best results. Contacts Will I be able to create a Contact without an email address? Yes, the only required entry for a new Contact is first and last name. Will existing Contacts transfer? Yes. All Contacts and notes stored in your Ripple Effect Contact List will be transferred. Will I be able to send a mass email out to all my Contacts? Yes, you can select as many Contacts as you would like to email at one time. Will all customer orders be recorded so I can search all orders placed after March 4? Yes. All orders purchased by a customer from your personal website, through a party, and/or direct sale will be saved. You will be able to search Contacts based on an item purchased and customer name. Can we add past purchases to our Contacts? The system does not support entry of past Order History. Page 3 of 8
When we enter customer Contact information for a hosted party, will the customer s information be entered automatically in our Ripple Effect? Yes. All guests invited to a party by Evite or a customer, who places an order from your website, will be added to your Contacts. This will update your Ripple Effect Contact List. Can I send an email to a specific group of people? As an example can I send an email only to past Hostesses? Yes, you can filter your Contacts by group. Example: Hostess, Guest, Potential Consultant. Online Enrollment Can a recruit access the Norwex Consultant Application and Agreement via our Personal Website to sign up? Yes, if you have a subscription to Norwex Office Suite. What if the recruit is not comfortable with entering their Social Insurance or Social Security Number online? The recruit can fax an agreement to the Home Office if they choose not to complete all the information required online. How does someone join Norwex as a business or partnership? During the application process, there is a selection that is made for either; Individual or Partnership. If Partnership is selected, the application will be flagged and the applicant will be contacted to complete the additional paperwork that is required. Can we sign up recruits from other states and countries? Yes, you may sign new Consultants from a state you do not live in and you may sign new Consultants that live in other counties where Norwex does business. Will a new Consultant have access to their Consultant Office immediately? Yes. One of the major enhancements to this system is Online Enrollment, which allows the new recruit to start working their business as soon as their contract is submitted. Will the Terms & Conditions be available in the Resources section on the Consultant Office? Yes. If a new recruit completes an application from my Personal Website without my knowledge, will I receive an email notification? Yes, when there is activity on your Personal Website, you will receive email notifications. Page 4 of 8
When I have a new recruit fill out the application online, how will they put in their signature? A signature is not required for an Online Application; however the application must be completed by the recruit. You may not complete an Online Application on behalf of someone else as the agreement is a legal agreement. The submission online is considered an electronic signature. Historical Data How far back will I be able to go in Order History? You will have Order History dating back to 2011. Will past overpayments show in the Commission Summary? We will process and pay all outstanding overpayments (35% commission) prior to the launch of the new system. Therefore, only overpayments accrued on the new system will show. Reports Since the Consultant number is no longer an indication of the Consultant s state how do I find team members by location? The Team Management report shows a Consultant s state. Simply click on the title heading state and the report will automatically sort by state. Where can I view my recruits who are in their first 90 days? Under My Team > Team Management, you can select the Personal New view to see all Consultants on your team that are in their first 90 days, and also where they are at in the Fresh Start Program. Are the Commission Statements saved for future reference? Yes, under My Business > Commission Summary, you can see your past Commission Statements. This report will also show if you have any outstanding Overpayment and Shopping Spree amounts. General Where would I find tutorials for the new system? Consultant Office> Training > NEW Consultant Office Training. Page 5 of 8
PERSONAL/ DIRECT SUPPLY ORDERS Page 6 of 8
CUSTOMER ORDERS Contacts Click on order pad Click on order tab Page 7 of 8
ORDER STATUS TRACKING 1. From the Dashboard click on Review Orders 2. Click on order number you want to track 3. Order tracking and status info displays Page 8 of 8