uniWIKI - User contributions [en]

Customer Service:Canada Post Mail

2021-10-29T17:15:08Z

Cherylc: /* Customer Service processes all Narcotic Control Forms often arriving in orange envelopes. */

==Canada Post/Outside Mail==

==='''Canada Post''' delivers to the '''Receiving Department''' because they do also deliver PO boxes for inventory===

'''Receiving''' will place the mail to be processed in one of the '''Customer Service''' members mail boxes.

A designated Customer Service Member will retrieve the mail from the mail box and open, sort and date stamp the mail.

If there is any mail that is addressed to a specific employee, DO NOT OPEN just date stamp the envelope and place in the members mailbox.

Mail that is from our Extended Health Benefits or WCB '''DO NOT OPEN''' just date stamp give to '''Angela'''.

Mail from Lawyers or Government Agencies '''DO NOT OPEN''' just date stamp and ask Nancy who you should give it to.

===Customer Service processes all '''Narcotic Control Forms''' often arriving in orange envelopes.===

===Accounts Payable Invoices===

Different Accounts payable Staff Members receive specific invoices.

Date stamp and sort all invoices into '''Net 30''' and '''Discount Invoices'''

Distribute the sorted invoices to the appropriate Accounting Member.

===Cheques===

Cheques received are processed in the '''Cheque Receipt Register''' located on the Super Server Customer Service (K:)/common/Cheque Receipt/Cheque Receipts (Unipharm & UMC Charity) (Office 2010).

Once the Cheques are entered make a copy of the Register and give the paperwork and cheques to the appropriate Accounting Members.

Customer Service:Canada Post Mail

2021-10-29T17:13:48Z

Cherylc: /* Customer Service processes all Narcotic Control Forms" often arriving in orange envelopes. */

==Canada Post/Outside Mail==

==='''Canada Post''' delivers to the '''Receiving Department''' because they do also deliver PO boxes for inventory===

'''Receiving''' will place the mail to be processed in one of the '''Customer Service''' members mail boxes.

A designated Customer Service Member will retrieve the mail from the mail box and open, sort and date stamp the mail.

If there is any mail that is addressed to a specific employee, DO NOT OPEN just date stamp the envelope and place in the members mailbox.

Mail that is from our Extended Health Benefits or WCB '''DO NOT OPEN''' just date stamp give to '''Angela'''.

Mail from Lawyers or Government Agencies '''DO NOT OPEN''' just date stamp and ask Nancy who you should give it to.

===Customer Service processes all '''Narcotic Control Forms often arriving in orange envelopes.===

===Accounts Payable Invoices===

Different Accounts payable Staff Members receive specific invoices.

Date stamp and sort all invoices into '''Net 30''' and '''Discount Invoices'''

Distribute the sorted invoices to the appropriate Accounting Member.

===Cheques===

Cheques received are processed in the '''Cheque Receipt Register''' located on the Super Server Customer Service (K:)/common/Cheque Receipt/Cheque Receipts (Unipharm & UMC Charity) (Office 2010).

Once the Cheques are entered make a copy of the Register and give the paperwork and cheques to the appropriate Accounting Members.

Customer Service:Canada Post Mail

2021-10-29T17:12:57Z

Cherylc: /* Accounts Payable Invoices */

==Canada Post/Outside Mail==

==='''Canada Post''' delivers to the '''Receiving Department''' because they do also deliver PO boxes for inventory===

'''Receiving''' will place the mail to be processed in one of the '''Customer Service''' members mail boxes.

A designated Customer Service Member will retrieve the mail from the mail box and open, sort and date stamp the mail.

If there is any mail that is addressed to a specific employee, DO NOT OPEN just date stamp the envelope and place in the members mailbox.

Mail that is from our Extended Health Benefits or WCB '''DO NOT OPEN''' just date stamp give to '''Angela'''.

Mail from Lawyers or Government Agencies '''DO NOT OPEN''' just date stamp and ask Nancy who you should give it to.

===Customer Service processes all '''Narcotic Control Forms" often arriving in orange envelopes.===

===Accounts Payable Invoices===

Different Accounts payable Staff Members receive specific invoices.

Date stamp and sort all invoices into '''Net 30''' and '''Discount Invoices'''

Distribute the sorted invoices to the appropriate Accounting Member.

===Cheques===

Cheques received are processed in the '''Cheque Receipt Register''' located on the Super Server Customer Service (K:)/common/Cheque Receipt/Cheque Receipts (Unipharm & UMC Charity) (Office 2010).

Once the Cheques are entered make a copy of the Register and give the paperwork and cheques to the appropriate Accounting Members.

Customer Service:Canada Post Mail

2021-10-29T16:55:17Z

Cherylc: /* Canada Post/Outside Mail */

==Canada Post/Outside Mail==

==='''Canada Post''' delivers to the '''Receiving Department''' because they do also deliver PO boxes for inventory===

'''Receiving''' will place the mail to be processed in one of the '''Customer Service''' members mail boxes.

A designated Customer Service Member will retrieve the mail from the mail box and open, sort and date stamp the mail.

If there is any mail that is addressed to a specific employee, DO NOT OPEN just date stamp the envelope and place in the members mailbox.

Mail that is from our Extended Health Benefits or WCB '''DO NOT OPEN''' just date stamp give to '''Angela'''.

Mail from Lawyers or Government Agencies '''DO NOT OPEN''' just date stamp and ask Nancy who you should give it to.

===Customer Service processes all '''Narcotic Control Forms" often arriving in orange envelopes.===

===Accounts Payable Invoices===

Different Accounts payable Staff Members receive specific invoices.

Sort all invoices into '''Net 30''' and '''Discount Invoices'''

Customer Service:Canada Post Mail

2021-10-29T16:41:53Z

Cherylc: Created page with "==Canada Post/Outside Mail== '''Canada Post''' delivers to the '''Receiving Department''' because they do also deliver PO boxes for inventory. '''Receiving''' will place the..."

==Canada Post/Outside Mail==

'''Canada Post''' delivers to the '''Receiving Department''' because they do also deliver PO boxes for inventory.

'''Receiving''' will place the mail to be processed in one of the '''Customer Service''' members mail boxes.

Customer Service:Returns Authorization-Issuing a Returns Authorization

2021-09-08T20:25:57Z

Cherylc: /* What Kind of Return */

==Overview==
*Determine the issue a return, credit the customer, issue a narcotic return
*Book a pick up via Loomis/Purolator or if this is an Atlas return
*Who pays for the freight of the return
*Where to locate the uniPHARM returns policy
*Due to the returns policy changing and being updated it is recommended to always keep a copy of the most current copies of the returns policies at you desk.
*You can locate the returns policies: {{unc|\\superserver.unipharm.local\FormsGeneral\RETURNS|\\superserver.unipharm.local\FormsGeneral\RETURNS}}
*Please note that all three types of clients have different rules to follow.
*Use worksheet to determine freight company used for the shareholder/customer {{unc|\\SUPERSERVER\Shared User Folders\DC Richmond\All freight by customers.xlsx|Freight Worksheet}}

==What Kind of Return==
*'''What kind of items are they returning?'''
(Narcotics, Pharmaceuticals (regular pharmaceuticals, fridge items, injectable, special orders that were originally purchased as regular stock), Home Healthcare, Front Store Items, Special Orders, and Promo Items)
*'''Why are they needing to return the products? '''
(ordered in error, outdated, damaged, faulty, over shipped, overstock, incorrect item shipped, medical device return, products no longer needed due to patient passing).
*'''What type of store are you talking to?'''
(shareholder, customer, associate member)
*From this information you must determine if they can '''return the item''', to see if '''we want it back''', who pays the '''freight''', where is the store '''located''', do we need to arrange a '''pick up'''.
*'''Is it a Web Return?'''
Web returns can be located on InfoNet on the Main page under the "Carrier Interface" column at the bottom and is listed as "Web Claims Requiring Waybills".
If the return is from an Intown store serviced by Atlas or Bowen Island Freight you can exclude the RA.
If it is a store serviced by Purolator or Loomis book with the correct carrier, enter the waybill or PIN in the HotLine and check the entry in InfoNet as "Done"

==Hotline Incident==
1.Enter the '''person's name''' you are speaking to in '''Contact'''.

2.Determine what they are needing and enter the appropriate '''Problem/Resolution Code'''s (RTN/RMA, RTN/RCL, RTN/MDRTN, RTNARC/RMA).

Problem Resolution
RTN RMA
Regular return
RTN RCL
Return on recalled item (only recalls are coded like this)
RTN MDRTN
Return on Medical Devices that are faulty
RTNARC RMA
Return of Narcotics

3.If you are unsure of the correct code once again you can press ''''F4'''' to pull up an appropriate menu for these codes

[[File:returns10.png|500px]]

4.Enter Notes
*Shareholder In-town

[[File:returns11.png|500px]]

*Customer In-town

[[File:returns12.png|500px]]

==Out of Town Returns==
A '''RMA''' for Out of Town stores is processed similarly to In Town stores except that when we take calls for returns from Out of Town Stores that require Loomis service or Purolator, Customer Service books a pick up via Loomis e- Solutions or Purolator e-Ship. '''NOTE - we are presently testing customers with Purolator and only a selected number of customers will be using Purolator. Please refer to [http://elearning.unipharm.local:8080/mediawiki/index.php/Customer_Service:Purolator-E-ship_Online Purolator-E-ship Oline] for more information.'''

Website: [http://www.loomisexpress.com/ca/wfTrackingForm.aspx http://www.loomisexpress.com/ca/wfTrackingForm.aspx ]

===-e-Solutions===
[[File:returns13.png|500px]]

[[File:returns14.png|500px]]

[[File:returns15.png|500px]]

[[File:returns16.png|500px]]

[[Category:Workflows-Customer Service]]
[[Category:Returns Authorization]]

==Atlas - In-town Delivery to Another Location==

Director of Distribution and Purchasing has approved to allow in-town stores to ship product to another store at no cost to the store. The store would have to request an RA from Customer Service and in turn, Customer Service will put the information in the notes of the Hotline and email to the DC group so that when the box comes back here it is in turn directly to the correct location.

Customer Service:Returns Authorization-Issuing a Returns Authorization

2021-09-08T20:25:10Z

Cherylc: /* What Kind of Return */

==Overview==
*Determine the issue a return, credit the customer, issue a narcotic return
*Book a pick up via Loomis/Purolator or if this is an Atlas return
*Who pays for the freight of the return
*Where to locate the uniPHARM returns policy
*Due to the returns policy changing and being updated it is recommended to always keep a copy of the most current copies of the returns policies at you desk.
*You can locate the returns policies: {{unc|\\superserver.unipharm.local\FormsGeneral\RETURNS|\\superserver.unipharm.local\FormsGeneral\RETURNS}}
*Please note that all three types of clients have different rules to follow.
*Use worksheet to determine freight company used for the shareholder/customer {{unc|\\SUPERSERVER\Shared User Folders\DC Richmond\All freight by customers.xlsx|Freight Worksheet}}

==What Kind of Return==
*'''What kind of items are they returning?'''
(Narcotics, Pharmaceuticals (regular pharmaceuticals, fridge items, injectable, special orders that were originally purchased as regular stock), Home Healthcare, Front Store Items, Special Orders, and Promo Items)
*'''Why are they needing to return the products? '''
(ordered in error, outdated, damaged, faulty, over shipped, overstock, incorrect item shipped, medical device return, products no longer needed due to patient passing).
*'''What type of store are you talking to?'''
(shareholder, customer, associate member)
*From this information you must determine if they can '''return the item''', to see if '''we want it back''', who pays the '''freight''', where is the store '''located''', do we need to arrange a '''pick up'''.
*'''Is it a Web Return'''
Web returns can be located on InfoNet on the Main page under the "Carrier Interface" column at the bottom and is listed as "Web Claims Requiring Waybills".
If the return is from an Intown store serviced by Atlas or Bowen Island Freight you can exclude the RA.
If it is a store serviced by Purolator or Loomis book with the correct carrier, enter the waybill or PIN in the HotLine and check the entry in InfoNet as "Done"

==Hotline Incident==
1.Enter the '''person's name''' you are speaking to in '''Contact'''.

2.Determine what they are needing and enter the appropriate '''Problem/Resolution Code'''s (RTN/RMA, RTN/RCL, RTN/MDRTN, RTNARC/RMA).

Problem Resolution
RTN RMA
Regular return
RTN RCL
Return on recalled item (only recalls are coded like this)
RTN MDRTN
Return on Medical Devices that are faulty
RTNARC RMA
Return of Narcotics

3.If you are unsure of the correct code once again you can press ''''F4'''' to pull up an appropriate menu for these codes

[[File:returns10.png|500px]]

4.Enter Notes
*Shareholder In-town

[[File:returns11.png|500px]]

*Customer In-town

[[File:returns12.png|500px]]

==Out of Town Returns==
A '''RMA''' for Out of Town stores is processed similarly to In Town stores except that when we take calls for returns from Out of Town Stores that require Loomis service or Purolator, Customer Service books a pick up via Loomis e- Solutions or Purolator e-Ship. '''NOTE - we are presently testing customers with Purolator and only a selected number of customers will be using Purolator. Please refer to [http://elearning.unipharm.local:8080/mediawiki/index.php/Customer_Service:Purolator-E-ship_Online Purolator-E-ship Oline] for more information.'''

Website: [http://www.loomisexpress.com/ca/wfTrackingForm.aspx http://www.loomisexpress.com/ca/wfTrackingForm.aspx ]

===-e-Solutions===
[[File:returns13.png|500px]]

[[File:returns14.png|500px]]

[[File:returns15.png|500px]]

[[File:returns16.png|500px]]

[[Category:Workflows-Customer Service]]
[[Category:Returns Authorization]]

==Atlas - In-town Delivery to Another Location==

Director of Distribution and Purchasing has approved to allow in-town stores to ship product to another store at no cost to the store. The store would have to request an RA from Customer Service and in turn, Customer Service will put the information in the notes of the Hotline and email to the DC group so that when the box comes back here it is in turn directly to the correct location.

Customer Service:Returns Authorization-Issuing a Returns Authorization

2021-09-08T20:24:53Z

Cherylc: /* What Kind of Return */

==Overview==
*Determine the issue a return, credit the customer, issue a narcotic return
*Book a pick up via Loomis/Purolator or if this is an Atlas return
*Who pays for the freight of the return
*Where to locate the uniPHARM returns policy
*Due to the returns policy changing and being updated it is recommended to always keep a copy of the most current copies of the returns policies at you desk.
*You can locate the returns policies: {{unc|\\superserver.unipharm.local\FormsGeneral\RETURNS|\\superserver.unipharm.local\FormsGeneral\RETURNS}}
*Please note that all three types of clients have different rules to follow.
*Use worksheet to determine freight company used for the shareholder/customer {{unc|\\SUPERSERVER\Shared User Folders\DC Richmond\All freight by customers.xlsx|Freight Worksheet}}

==What Kind of Return==
*'''What kind of items are they returning?'''
(Narcotics, Pharmaceuticals (regular pharmaceuticals, fridge items, injectable, special orders that were originally purchased as regular stock), Home Healthcare, Front Store Items, Special Orders, and Promo Items)
*'''Why are they needing to return the products? '''
(ordered in error, outdated, damaged, faulty, over shipped, overstock, incorrect item shipped, medical device return, products no longer needed due to patient passing).
*'''What type of store are you talking to?'''
(shareholder, customer, associate member)
*From this information you must determine if they can '''return the item''', to see if '''we want it back''', who pays the '''freight''', where is the store '''located''', do we need to arrange a '''pick up'''.
*'''Is it a Web Return'''
Web returns can be located on InfoNet on the Main page under the "Carrier Interface" column at the bottom and is listed as "Web Claims Requiring Waybills".
If the return is from a Intown store serviced by Atlas or Bowen Island Freight you can exclude the RA.
If it is a store serviced by Purolator or Loomis book with the correct carrier, enter the waybill or PIN in the HotLine and check the entry in InfoNet as "Done"

==Hotline Incident==
1.Enter the '''person's name''' you are speaking to in '''Contact'''.

2.Determine what they are needing and enter the appropriate '''Problem/Resolution Code'''s (RTN/RMA, RTN/RCL, RTN/MDRTN, RTNARC/RMA).

Problem Resolution
RTN RMA
Regular return
RTN RCL
Return on recalled item (only recalls are coded like this)
RTN MDRTN
Return on Medical Devices that are faulty
RTNARC RMA
Return of Narcotics

3.If you are unsure of the correct code once again you can press ''''F4'''' to pull up an appropriate menu for these codes

[[File:returns10.png|500px]]

4.Enter Notes
*Shareholder In-town

[[File:returns11.png|500px]]

*Customer In-town

[[File:returns12.png|500px]]

==Out of Town Returns==
A '''RMA''' for Out of Town stores is processed similarly to In Town stores except that when we take calls for returns from Out of Town Stores that require Loomis service or Purolator, Customer Service books a pick up via Loomis e- Solutions or Purolator e-Ship. '''NOTE - we are presently testing customers with Purolator and only a selected number of customers will be using Purolator. Please refer to [http://elearning.unipharm.local:8080/mediawiki/index.php/Customer_Service:Purolator-E-ship_Online Purolator-E-ship Oline] for more information.'''

Website: [http://www.loomisexpress.com/ca/wfTrackingForm.aspx http://www.loomisexpress.com/ca/wfTrackingForm.aspx ]

===-e-Solutions===
[[File:returns13.png|500px]]

[[File:returns14.png|500px]]

[[File:returns15.png|500px]]

[[File:returns16.png|500px]]

[[Category:Workflows-Customer Service]]
[[Category:Returns Authorization]]

==Atlas - In-town Delivery to Another Location==

Director of Distribution and Purchasing has approved to allow in-town stores to ship product to another store at no cost to the store. The store would have to request an RA from Customer Service and in turn, Customer Service will put the information in the notes of the Hotline and email to the DC group so that when the box comes back here it is in turn directly to the correct location.

Customer Service:Returns Authorization-Issuing a Returns Authorization

2021-09-08T20:24:19Z

Cherylc: /* What Kind of Return */

==Overview==
*Determine the issue a return, credit the customer, issue a narcotic return
*Book a pick up via Loomis/Purolator or if this is an Atlas return
*Who pays for the freight of the return
*Where to locate the uniPHARM returns policy
*Due to the returns policy changing and being updated it is recommended to always keep a copy of the most current copies of the returns policies at you desk.
*You can locate the returns policies: {{unc|\\superserver.unipharm.local\FormsGeneral\RETURNS|\\superserver.unipharm.local\FormsGeneral\RETURNS}}
*Please note that all three types of clients have different rules to follow.
*Use worksheet to determine freight company used for the shareholder/customer {{unc|\\SUPERSERVER\Shared User Folders\DC Richmond\All freight by customers.xlsx|Freight Worksheet}}

==What Kind of Return==
*'''What kind of items are they returning?'''
(Narcotics, Pharmaceuticals (regular pharmaceuticals, fridge items, injectable, special orders that were originally purchased as regular stock), Home Healthcare, Front Store Items, Special Orders, and Promo Items)
*'''Why are they needing to return the products? '''
(ordered in error, outdated, damaged, faulty, over shipped, overstock, incorrect item shipped, medical device return, products no longer needed due to patient passing).
*'''What type of store are you talking to?'''
(shareholder, customer, associate member)
*From this information you must determine if they can '''return the item''', to see if '''we want it back''', who pays the '''freight''', where is the store '''located''', do we need to arrange a '''pick up'''.
*'''Is it a Web Return'''
Web returns can be located on InfoNet on the Main page under the "Carrier Interface" column at the bottom and is listed as "Web Claims Requiring Waybills".
If the return is from a Intown store serviced by Atlas or Bowen island Freight you can exclude the RA.
If it is a store serviced by Purolator or Loomis book with the correct carrier, enter the waybill or PIN in the HotLine and check the entry in InfoNet as "Done"

==Hotline Incident==
1.Enter the '''person's name''' you are speaking to in '''Contact'''.

2.Determine what they are needing and enter the appropriate '''Problem/Resolution Code'''s (RTN/RMA, RTN/RCL, RTN/MDRTN, RTNARC/RMA).

Problem Resolution
RTN RMA
Regular return
RTN RCL
Return on recalled item (only recalls are coded like this)
RTN MDRTN
Return on Medical Devices that are faulty
RTNARC RMA
Return of Narcotics

3.If you are unsure of the correct code once again you can press ''''F4'''' to pull up an appropriate menu for these codes

[[File:returns10.png|500px]]

4.Enter Notes
*Shareholder In-town

[[File:returns11.png|500px]]

*Customer In-town

[[File:returns12.png|500px]]

==Out of Town Returns==
A '''RMA''' for Out of Town stores is processed similarly to In Town stores except that when we take calls for returns from Out of Town Stores that require Loomis service or Purolator, Customer Service books a pick up via Loomis e- Solutions or Purolator e-Ship. '''NOTE - we are presently testing customers with Purolator and only a selected number of customers will be using Purolator. Please refer to [http://elearning.unipharm.local:8080/mediawiki/index.php/Customer_Service:Purolator-E-ship_Online Purolator-E-ship Oline] for more information.'''

Website: [http://www.loomisexpress.com/ca/wfTrackingForm.aspx http://www.loomisexpress.com/ca/wfTrackingForm.aspx ]

===-e-Solutions===
[[File:returns13.png|500px]]

[[File:returns14.png|500px]]

[[File:returns15.png|500px]]

[[File:returns16.png|500px]]

[[Category:Workflows-Customer Service]]
[[Category:Returns Authorization]]

==Atlas - In-town Delivery to Another Location==

Director of Distribution and Purchasing has approved to allow in-town stores to ship product to another store at no cost to the store. The store would have to request an RA from Customer Service and in turn, Customer Service will put the information in the notes of the Hotline and email to the DC group so that when the box comes back here it is in turn directly to the correct location.

Customer Service:Returns Authorization-Issuing a Returns Authorization

2021-09-08T20:22:56Z

Cherylc: /* What Kind of Return */

==Overview==
*Determine the issue a return, credit the customer, issue a narcotic return
*Book a pick up via Loomis/Purolator or if this is an Atlas return
*Who pays for the freight of the return
*Where to locate the uniPHARM returns policy
*Due to the returns policy changing and being updated it is recommended to always keep a copy of the most current copies of the returns policies at you desk.
*You can locate the returns policies: {{unc|\\superserver.unipharm.local\FormsGeneral\RETURNS|\\superserver.unipharm.local\FormsGeneral\RETURNS}}
*Please note that all three types of clients have different rules to follow.
*Use worksheet to determine freight company used for the shareholder/customer {{unc|\\SUPERSERVER\Shared User Folders\DC Richmond\All freight by customers.xlsx|Freight Worksheet}}

==What Kind of Return==
*'''What kind of items are they returning?'''
(Narcotics, Pharmaceuticals (regular pharmaceuticals, fridge items, injectable, special orders that were originally purchased as regular stock), Home Healthcare, Front Store Items, Special Orders, and Promo Items)
*'''Why are they needing to return the products? '''
(ordered in error, outdated, damaged, faulty, over shipped, overstock, incorrect item shipped, medical device return, products no longer needed due to patient passing).
*'''What type of store are you talking to?'''
(shareholder, customer, associate member)
*From this information you must determine if they can '''return the item''', to see if '''we want it back''', who pays the '''freight''', where is the store '''located''', do we need to arrange a '''pick up'''.
*'''Is it a Web Return'''
Web returns can be located on InfoNet on the Main page under the "Carrier Interface" column at the bottom and is listed as "Web Claims Requiring Waybills".
If it is a Intown store serviced by Atlas or Bowen island Freight you can exclude the RA.
If it is a store serviced by Purolator or Loomis
Book with the correct carrier, enter the waybill or PIN in the HotLine and check the entry in InfoNet as "Done"

==Hotline Incident==
1.Enter the '''person's name''' you are speaking to in '''Contact'''.

2.Determine what they are needing and enter the appropriate '''Problem/Resolution Code'''s (RTN/RMA, RTN/RCL, RTN/MDRTN, RTNARC/RMA).

Problem Resolution
RTN RMA
Regular return
RTN RCL
Return on recalled item (only recalls are coded like this)
RTN MDRTN
Return on Medical Devices that are faulty
RTNARC RMA
Return of Narcotics

3.If you are unsure of the correct code once again you can press ''''F4'''' to pull up an appropriate menu for these codes

[[File:returns10.png|500px]]

4.Enter Notes
*Shareholder In-town

[[File:returns11.png|500px]]

*Customer In-town

[[File:returns12.png|500px]]

==Out of Town Returns==
A '''RMA''' for Out of Town stores is processed similarly to In Town stores except that when we take calls for returns from Out of Town Stores that require Loomis service or Purolator, Customer Service books a pick up via Loomis e- Solutions or Purolator e-Ship. '''NOTE - we are presently testing customers with Purolator and only a selected number of customers will be using Purolator. Please refer to [http://elearning.unipharm.local:8080/mediawiki/index.php/Customer_Service:Purolator-E-ship_Online Purolator-E-ship Oline] for more information.'''

Website: [http://www.loomisexpress.com/ca/wfTrackingForm.aspx http://www.loomisexpress.com/ca/wfTrackingForm.aspx ]

===-e-Solutions===
[[File:returns13.png|500px]]

[[File:returns14.png|500px]]

[[File:returns15.png|500px]]

[[File:returns16.png|500px]]

[[Category:Workflows-Customer Service]]
[[Category:Returns Authorization]]

==Atlas - In-town Delivery to Another Location==

Director of Distribution and Purchasing has approved to allow in-town stores to ship product to another store at no cost to the store. The store would have to request an RA from Customer Service and in turn, Customer Service will put the information in the notes of the Hotline and email to the DC group so that when the box comes back here it is in turn directly to the correct location.

Customer Service:Returns Authorization-Issuing a Returns Authorization

2021-09-08T20:19:50Z

Cherylc: /* What Kind of Return */

==Overview==
*Determine the issue a return, credit the customer, issue a narcotic return
*Book a pick up via Loomis/Purolator or if this is an Atlas return
*Who pays for the freight of the return
*Where to locate the uniPHARM returns policy
*Due to the returns policy changing and being updated it is recommended to always keep a copy of the most current copies of the returns policies at you desk.
*You can locate the returns policies: {{unc|\\superserver.unipharm.local\FormsGeneral\RETURNS|\\superserver.unipharm.local\FormsGeneral\RETURNS}}
*Please note that all three types of clients have different rules to follow.
*Use worksheet to determine freight company used for the shareholder/customer {{unc|\\SUPERSERVER\Shared User Folders\DC Richmond\All freight by customers.xlsx|Freight Worksheet}}

==What Kind of Return==
*'''What kind of items are they returning?'''
(Narcotics, Pharmaceuticals (regular pharmaceuticals, fridge items, injectable, special orders that were originally purchased as regular stock), Home Healthcare, Front Store Items, Special Orders, and Promo Items)
*'''Why are they needing to return the products? '''
(ordered in error, outdated, damaged, faulty, over shipped, overstock, incorrect item shipped, medical device return, products no longer needed due to patient passing).
*'''What type of store are you talking to?'''
(shareholder, customer, associate member)
*From this information you must determine if they can '''return the item''', to see if '''we want it back''', who pays the '''freight''', where is the store '''located''', do we need to arrange a '''pick up'''.
*'''Is it a Web Return'''
Web returns can be located on InfoNet on the Main page under Carrier Interface column at the bottom and is listed as Web Claims requiring waybills.
If it is a Intown store serviced by Atlas or Bowen island Freight you can exclude the RA. If it is a store serviced by Purolator or Loomis Book with the correct carrier and check the entry in InfoNet as "Done"

==Hotline Incident==
1.Enter the '''person's name''' you are speaking to in '''Contact'''.

2.Determine what they are needing and enter the appropriate '''Problem/Resolution Code'''s (RTN/RMA, RTN/RCL, RTN/MDRTN, RTNARC/RMA).

Problem Resolution
RTN RMA
Regular return
RTN RCL
Return on recalled item (only recalls are coded like this)
RTN MDRTN
Return on Medical Devices that are faulty
RTNARC RMA
Return of Narcotics

3.If you are unsure of the correct code once again you can press ''''F4'''' to pull up an appropriate menu for these codes

[[File:returns10.png|500px]]

4.Enter Notes
*Shareholder In-town

[[File:returns11.png|500px]]

*Customer In-town

[[File:returns12.png|500px]]

==Out of Town Returns==
A '''RMA''' for Out of Town stores is processed similarly to In Town stores except that when we take calls for returns from Out of Town Stores that require Loomis service or Purolator, Customer Service books a pick up via Loomis e- Solutions or Purolator e-Ship. '''NOTE - we are presently testing customers with Purolator and only a selected number of customers will be using Purolator. Please refer to [http://elearning.unipharm.local:8080/mediawiki/index.php/Customer_Service:Purolator-E-ship_Online Purolator-E-ship Oline] for more information.'''

Website: [http://www.loomisexpress.com/ca/wfTrackingForm.aspx http://www.loomisexpress.com/ca/wfTrackingForm.aspx ]

===-e-Solutions===
[[File:returns13.png|500px]]

[[File:returns14.png|500px]]

[[File:returns15.png|500px]]

[[File:returns16.png|500px]]

[[Category:Workflows-Customer Service]]
[[Category:Returns Authorization]]

==Atlas - In-town Delivery to Another Location==

Director of Distribution and Purchasing has approved to allow in-town stores to ship product to another store at no cost to the store. The store would have to request an RA from Customer Service and in turn, Customer Service will put the information in the notes of the Hotline and email to the DC group so that when the box comes back here it is in turn directly to the correct location.

Customer Service:Purolator-E-ship Online

2021-02-12T19:32:18Z

Cherylc: /* Login to Purolator Freight Online */

==Overview==
uniPHARM has entered into an agreement with Purolator to handle freight services for a selected number of phase one customer accounts. This will be expanded to other customers and shareholders after the initial test phase. In the meantime, please do not offer this service to any customer or shareholder not on the attached list. {{unc|\\SUPERSERVER\Shared User Folders\DC Richmond\All freight by customers.xlsx|Purolator Customers}}

==Contacts==
*'''Mathieu Arsenault''', Customer Care [mailto:Mathieu.Arsenault@purolator.com Mathieu Arsenault]

Tel: 888-744-7123 ext. 71234 (Working hours: 10am-6pm)

*'''Sandra Chambers''', Manager,Customer Engagement [mailto:Sandra.Chambers@purolator.com Sandara Chambers]

Tel: 604-273-4333 ext. 5305, Cell: 604-679-6827, Toll-free: 1-800-663-7969 ext. 5305

*'''Mark Alexander''', Customer Engagement [mailto:Mark.Alexander@purolator.com Mark Alexander]

Tel: 604-273-4333 ext. 5305, Cell: 604-679-6827, Toll-free: 1-800-663-7969 ext. 5305

==Ship to Codes==
*PCS (Critical Sat Del Puro)
*PGC (Puro GRD Critical)
*CDG (Critical 2Day GRD Puro)
*PIC (Purolator ISL Critical)
*PIL (Purolator Island)
*PIN (No Sat Purolator)
*PIS (Purolator ISL Saturday)
*PNS (Purolator No Sat ISL)
*POS (No Sat COS Purolator)
*PRC (Priority Courier)
*PSC (Purolator ISL Sat Critical)
*PSS (COS Purolator)
*PUE (Purolator Express)
*PUR (Purolator Ground)
*PYS (Sat Deli Puro GRD)

==Login to Purolator Freight Online==
#Access the Purolator website [https://eshiponline.purolator.com/ShipOnline/SecurePages/Public/FormsLogin.aspx?ReturnUrl=%2fShipOnline%2fWelcome.aspx https://eshiponline.purolator.com/ShipOnline/SecurePages/Public/FormsLogin.aspx?ReturnUrl=%2fShipOnline%2fWelcome.aspx]
#Enter '''your user ID''' and '''password''' (no need to login if you are only tracking a shipment)
the password is 2017Richmond
#When you are done, click the '''Login''' button.

[[File:Purolator1.PNG|400px]]

==Track a Shipment==
#Under Track - enter '''tracking number or pick ticket number''' and '''001''' (for more than one shipment - enter 002, etc)
#Click the '''Track''' button

[[File:Purolator2.PNG|400px]]

===Tracking Details===
#For shipment which has not been delivered, enter '''E-mail Notifications to custserv@unipharm.com and the customer''' which will email a notification when the shipment has been delivered
#For shipment which has been delivered, you can click '''View proof of delivery and signature''' and enter the Purolator Business Account number '''1459906''', click '''submit''' and click the email icon to email to a copy to the customer.

[[File:Purolator3.PNG|400px]]
[[File:Purolator4.PNG|400px]]

==Reports==

#Goto '''My Account'''
#Click '''Reports'''
#Click '''Track'''
#Click '''Track by Reference'''
#Enter '''Customer Account''' next to '''Please enter a reference:'''
#Click '''Submit'''

==Create a Return Shipment==
#Goto '''Ship & Track'''
#Click '''Create a return shipment'''
#Enter '''customer account number''' under Nickname and click '''Find''' or click the address book icon [[File:Purolator7.PNG|30px]]and select the address book '''nancyn'''
#Make sure there is an '''email address''' to email shipping documents to customer
#Enter '''RMA number''' (enter the customer number)
#Enter '''Cost Centre (Invoice Reference)''' (enter the RMA number)
#Enter '''Shipper's Message''' (if required)
#Enter any '''Special Instructions for Delivery'''
#Click '''Next'''
#Enter '''Description''' (optional)
#Review all return shipment information.
#When you are done, click '''Ship Now'''
*'''E-mail Notifications''' will be emailed to '''customer email address''" in address book which will include a link to download and print the '''Return label'''
*There will also be a link for the customer the request Purolator to pick up the package by selecting '''Schedule a Pickup''' option on the email or calling '''1-888-SHIP-123'''
*'''If a Purolator driver is dropping off parcels at the store, the store can give the driver their returns box with the printed Purolator waybill/shipping label attached. Hence no need to call Purolator or book a pick-up'''.

[[File:Purolator5.PNG|400px]]

==Cancel Return Shipment==
*No need to cancel shipment if not required, shipment will not be charged until shipment has been picked up. The return labels are good for up to two years.

==Critical Report==
*Each day, the assigned '''Purolator Customer Service Rep''' will be forwarding a '''Staub Report''' to '''custserv@unipharm.com, geraldp@unipharm.com, gordonm@unipharm.com and seank@unipharm.com'''.
*This report will show all the '''deliveries''' from the previous day and the assigned '''Purolator Customer Service Rep''' will identify on his email any critical shipments with delivery issues.

[[Category:Workflows-Customer Service]]
[[Category:Purolator]]

Customer Service:Closing 6 month or older HotLines

2020-03-04T22:53:13Z

Cherylc: clarity

==6 Month or Older HotLines==
====A designated Customer Service Member will be assigned to look at Old HotLines in the ASW System====

While on the HotLine Maintenance screen - Incident List screen -VA/480B* (HLR02601) (3286) remove the Handler so that it shows nobody in the field. Hit enter so it populates all of the level 1 or open HotLines.

Under where it shows "date" you will see the oldest to newest HotLines that are open.

Contact anybody who has HotLine open that are over 6 Months old and find out if they can be closed.

If they can be closed, enter in the notes who you spoke to, explain why you are closing the job and change the "Status & Type" field to "CMP" and change the Handler Name to your own because you were the last person to work with the job.

Do the same with HotLines that are level 3 which are "Work In Progress"

Customer Service:Closing 6 month or older HotLines

2020-03-04T22:48:21Z

Cherylc: added the word "screen" for clarity

==6 Month or Older HotLines==
====A designated Staff Member will be assigned to look at Old HotLines in the ASW System====

While on the HotLine Maintenance screen - Incident List screen -VA/480B* (HLR02601) (3286) remove the Handler so that it shows nobody in the field. Hit enter so it populates all of the level 1 or open HotLines.

Under where it shows "date" you will see the oldest to newest HotLines that are open.

Contact anybody who has HotLine open that are over 6 Months old and find out if they can be closed.

Do the same with HotLines that are level 3 which are "Work In Progress"

Customer Service:Closing 6 month or older HotLines

2020-03-04T22:47:32Z

Cherylc: Closing old HotLines in the system

==6 Month or Older HotLines==
====A designated Staff Member will be assigned to look at Old HotLines in the ASW System====

While on the HotLine Maintenance - Incident List screen -VA/480B* (HLR02601) (3286) remove the Handler so that it shows nobody in the field. Hit enter so it populates all of the level 1 or open HotLines.

Under where it shows "date" you will see the oldest to newest HotLines that are open.

Contact anybody who has HotLine open that are over 6 Months old and find out if they can be closed.

Do the same with HotLines that are level 3 which are "Work In Progress"

Customer Service:Returns Authorization-Issuing a Returns Authorization

2018-10-31T21:35:15Z

Cherylc: change of Atlas return booking no longer needed

==Overview==
*Determine the issue a return, credit the customer, issue a narcotic return
*Book a pick up via Loomis/Purolator or if this is an Atlas return
*Who pays for the freight of the return
*Where to locate the uniPHARM returns policy
*Due to the returns policy changing and being updated it is recommended to always keep a copy of the most current copies of the returns policies at you desk.
*You can locate the returns policies: {{unc|\\superserver.unipharm.local\FormsGeneral\RETURNS|\\superserver.unipharm.local\FormsGeneral\RETURNS}}
*Please note that all three types of clients have different rules to follow.
*Use worksheet to determine freight company used for the shareholder/customer {{unc|\\SUPERSERVER\Shared User Folders\DC Richmond\All freight by customers.xlsx|Freight Worksheet}}

==What Kind of Return==
*'''What kind of items are they returning?'''
(Narcotics, Pharmaceuticals (regular pharmaceuticals, fridge items, injectable, special orders that were originally purchased as regular stock), Home Healthcare, Front Store Items, Special Orders, and Promo Items)
*'''Why are they needing to return the products? '''
(ordered in error, outdated, damaged, faulty, over shipped, overstock, incorrect item shipped, medical device return, products no longer needed due to patient passing).
*'''What type of store are you talking to?'''
(shareholder, customer, associate member)
*From this information you must determine if they can '''return the item''', to see if '''we want it back''', who pays the '''freight''', where is the store '''located''', do we need to arrange a '''pick up'''.

==Hotline Incident==
1.Enter the '''person's name''' you are speaking to in '''Contact'''.

2.Determine what they are needing and enter the appropriate '''Problem/Resolution Code'''s (RTN/RMA, RTN/RCL, RTN/MDRTN, RTNARC/RMA).

Problem Resolution
RTN RMA
Regular return
RTN RCL
Return on recalled item (only recalls are coded like this)
RTN MDRTN
Return on Medical Devices that are faulty
RTNARC RMA
Return of Narcotics

3.If you are unsure of the correct code once again you can press ''''F4'''' to pull up an appropriate menu for these codes

[[File:returns10.png|500px]]

4.Enter Notes
*Shareholder In-town

[[File:returns11.png|500px]]

*Customer In-town

[[File:returns12.png|500px]]

==Out of Town Returns==
A '''RMA''' for Out of Town stores is processed similarly to In Town stores except that when we take calls for returns from Out of Town Stores that require Loomis service or Purolator, Customer Service books a pick up via Loomis e- Solutions or Purolator e-Ship. '''NOTE - we are presently testing customers with Purolator and only a selected number of customers will be using Purolator. Please refer to [http://elearning.unipharm.local:8080/mediawiki/index.php/Customer_Service:Purolator-E-ship_Online Purolator-E-ship Oline] for more information.'''

Website: [http://www.loomisexpress.com/ca/wfTrackingForm.aspx http://www.loomisexpress.com/ca/wfTrackingForm.aspx ]

===-e-Solutions===
[[File:returns13.png|500px]]

[[File:returns14.png|500px]]

[[File:returns15.png|500px]]

[[File:returns16.png|500px]]

[[Category:Workflows-Customer Service]]
[[Category:Returns Authorization]]

==Atlas - In-town Delivery to Another Location==

Director of Distribution and Purchasing has approved to allow in-town stores to ship product to another store at no cost to the store. The store would have to request an RA from Customer Service and in turn, Customer Service will put the information in the notes of the Hotline and email to the DC group so that when the box comes back here it is in turn directly to the correct location.

Customer Service:Telephone-Answering the Phone

2018-10-10T21:30:08Z

Cherylc: /* Headset Information */

==Overview==
The following instructions will allow you to log into the phone system, use your headset and answer the phone from a Customer Service desk.

==Log in and Out of the Phone System==
#Press <Intercom>
#Press <Login>
#Press <1,your desk extension, ##>
#Press <150##> (Customer Service queue)
#Press <Release>
#To log out press <Login>
#On the screen it will give you the option of Logout all or Cancel
#Press the <ok> button twice to Logout.
[[File:phone1.jpg|500px]]

===Other Buttons on Phone===
[[File:phone2.png|500px]]

===Do you Want to Page Everyone?===
[[File:phone3.png|500px]]

===Are You Busy or Away From Your Desk and Can Not Pick Up the Phone===
[[File:phone4.png|500px]]

===Do you want to transfer a call to another local===
#Press the '''transfer button'''
#Press '''Line'''
#Enter '''local'''
#Press '''Intercom''' or '''release''' button

[[File:phone12.png|500px]]

===Retrieving a Personal Voice Message===
[[File:phone5.png|500px]]

===The Hold Button===
[[File:phone6.png|500px]]

===The Intercom Button===
[[File:phone7.png|500px]]

===The Intercom 2 Button===
[[File:phone8.png|500px]]

===CS Message Button===
[[File:phone11.png|500px]]

==Headset Information==

{{unc|\\superserver.unipharm.local\Customer Service\common\Work Flows\Customer Service\CS-PH-014 Headset Information.pdf|superserver.unipharm.local\Customer Service\common\Work Flows\Customer Service\CS-PH-014 Headset Information.pdf }}

[[Category:Workflows-Customer Service]]
[[Category:Telephone]]

==How To Retrieve A Non Deleted Message Once It Has Been Listened To==
#Press 100 (Dials Voicemail Centre)
#Press # (Exits current extension and prompts for extension to enter)
#150# (Enter extension for shared voicemail)
#000# (Enter voice mail code for extension)

Customer Service:Telephone-Answering the Phone

2018-10-10T21:29:27Z

Cherylc: /* How To Retrieve A Non Deleted Message Once It Has Been Listened To */

==Overview==
The following instructions will allow you to log into the phone system, use your headset and answer the phone from a Customer Service desk.

==Log in and Out of the Phone System==
#Press <Intercom>
#Press <Login>
#Press <1,your desk extension, ##>
#Press <150##> (Customer Service queue)
#Press <Release>
#To log out press <Login>
#On the screen it will give you the option of Logout all or Cancel
#Press the <ok> button twice to Logout.
[[File:phone1.jpg|500px]]

===Other Buttons on Phone===
[[File:phone2.png|500px]]

===Do you Want to Page Everyone?===
[[File:phone3.png|500px]]

===Are You Busy or Away From Your Desk and Can Not Pick Up the Phone===
[[File:phone4.png|500px]]

===Do you want to transfer a call to another local===
#Press the '''transfer button'''
#Press '''Line'''
#Enter '''local'''
#Press '''Intercom''' or '''release''' button

[[File:phone12.png|500px]]

===Retrieving a Personal Voice Message===
[[File:phone5.png|500px]]

===The Hold Button===
[[File:phone6.png|500px]]

===The Intercom Button===
[[File:phone7.png|500px]]

===The Intercom 2 Button===
[[File:phone8.png|500px]]

===CS Message Button===
[[File:phone11.png|500px]]

==Headset Information==

{{unc|\\superserver.unipharm.local\Customer Service\common\Work Flows\Customer Service\CS-PH-014 Headset Information.pdf|superserver.unipharm.local\Customer Service\common\Work Flows\Customer Service\CS-PH-014 Headset Information.pdf }}

[[Category:Workflows-Customer Service]]
[[Category:Telephone]]

===How To Retrieve A Non Deleted Message Once It Has Been Listened To===
#Press 100 (Dials Voicemail Centre)
#Press # (Exits current extension and prompts for extension to enter)
#150# (Enter extension for shared voicemail)
#000# (Enter voice mail code for extension)

Customer Service:Telephone-Answering the Phone

2018-10-10T21:28:06Z

Cherylc:

==Overview==
The following instructions will allow you to log into the phone system, use your headset and answer the phone from a Customer Service desk.

==Log in and Out of the Phone System==
#Press <Intercom>
#Press <Login>
#Press <1,your desk extension, ##>
#Press <150##> (Customer Service queue)
#Press <Release>
#To log out press <Login>
#On the screen it will give you the option of Logout all or Cancel
#Press the <ok> button twice to Logout.
[[File:phone1.jpg|500px]]

===Other Buttons on Phone===
[[File:phone2.png|500px]]

===Do you Want to Page Everyone?===
[[File:phone3.png|500px]]

===Are You Busy or Away From Your Desk and Can Not Pick Up the Phone===
[[File:phone4.png|500px]]

===Do you want to transfer a call to another local===
#Press the '''transfer button'''
#Press '''Line'''
#Enter '''local'''
#Press '''Intercom''' or '''release''' button

[[File:phone12.png|500px]]

===Retrieving a Personal Voice Message===
[[File:phone5.png|500px]]

===The Hold Button===
[[File:phone6.png|500px]]

===The Intercom Button===
[[File:phone7.png|500px]]

===The Intercom 2 Button===
[[File:phone8.png|500px]]

===CS Message Button===
[[File:phone11.png|500px]]

==Headset Information==

{{unc|\\superserver.unipharm.local\Customer Service\common\Work Flows\Customer Service\CS-PH-014 Headset Information.pdf|superserver.unipharm.local\Customer Service\common\Work Flows\Customer Service\CS-PH-014 Headset Information.pdf }}

[[Category:Workflows-Customer Service]]
[[Category:Telephone]]

===How To Retrieve A Non Deleted Message Once It Has Been Listened To===
#Press 100 (Dials Voicemail Centre
#Press # (Exits current extension and prompts for extension to enter)
#150# (Enter extension for shared voicemail)
#000# (Enter voice mail code for extension)

Customer Service:Purolator-E-ship Online

2018-07-11T18:51:19Z

Cherylc: updated cost centre and RMA information

==Overview==
uniPHARM has entered into an agreement with Purolator to handle freight services for a selected number of phase one customer accounts. This will be expanded to other customers and shareholders after the initial test phase. In the meantime, please do not offer this service to any customer or shareholder not on the attached list. {{unc|\\SUPERSERVER\Shared User Folders\DC Richmond\All freight by customers.xlsx|Purolator Customers}}

==Contacts==
*'''Andrew Noonan''', Customer Care [mailto:Andrew.Noonan@purolator.com Andrew Noonan]

Tel: 888-744-7123 ext. 71016 (Working hours: 10am-6pm)

*'''Sandra Chambers''', Manager,Customer Engagement [mailto:Sandra.Chambers@purolator.com Sandara Chambers]

Tel: 604-273-4333 ext. 5305, Cell: 604-679-6827, Toll-free: 1-800-663-7969 ext. 5305

*'''Mark Alexander''', Customer Engagement [mailto:Mark.Alexander@purolator.com Mark Alexander]

Tel: 604-273-4333 ext. 5305, Cell: 604-679-6827, Toll-free: 1-800-663-7969 ext. 5305

==Ship to Codes==
*PCS (Critical Sat Del Puro)
*PGC (Puro GRD Critical)
*CDG (Critical 2Day GRD Puro)
*PIC (Purolator ISL Critical)
*PIL (Purolator Island)
*PIN (No Sat Purolator)
*PIS (Purolator ISL Saturday)
*PNS (Purolator No Sat ISL)
*POS (No Sat COS Purolator)
*PRC (Priority Courier)
*PSC (Purolator ISL Sat Critical)
*PSS (COS Purolator)
*PUE (Purolator Express)
*PUR (Purolator Ground)
*PYS (Sat Deli Puro GRD)

==Login to Purolator Freight Online==
#Access the Purolator website [https://eshiponline.purolator.com/ShipOnline/SecurePages/Public/FormsLogin.aspx?ReturnUrl=%2fShipOnline%2fWelcome.aspx https://eshiponline.purolator.com/ShipOnline/SecurePages/Public/FormsLogin.aspx?ReturnUrl=%2fShipOnline%2fWelcome.aspx]
#Enter '''your user ID''' and '''password''' (no need to login if you are only tracking a shipment)
#When you are done, click the '''Login''' button.

[[File:Purolator1.PNG|400px]]

==Track a Shipment==
#Under Track - enter '''tracking number or pick ticket number''' and '''001''' (for more than one shipment - enter 002, etc)
#Click the '''Track''' button

[[File:Purolator2.PNG|400px]]

===Tracking Details===
#For shipment which has not been delivered, enter '''E-mail Notifications to custserv@unipharm.com and the customer''' which will email a notification when the shipment has been delivered
#For shipment which has been delivered, you can click '''View proof of delivery and signature''' and enter the Purolator Business Account number '''1459906''', click '''submit''' and click the email icon to email to a copy to the customer.

[[File:Purolator3.PNG|400px]]
[[File:Purolator4.PNG|400px]]

==Reports==

#Goto '''My Account'''
#Click '''Reports'''
#Click '''Track'''
#Click '''Track by Reference'''
#Enter '''Customer Account''' next to '''Please enter a reference:'''
#Click '''Submit'''

==Create a Return Shipment==
#Goto '''Ship & Track'''
#Click '''Create a return shipment'''
#Enter '''customer account number''' under Nickname and click '''Find''' or click the address book icon [[File:Purolator7.PNG|30px]]and select the address book '''nancyn'''
#Make sure there is an '''email address''' to email shipping documents to customer
#Enter '''RMA number''' (enter the customer number)
#Enter '''Cost Centre (Invoice Reference)''' (enter the RMA number)
#Enter '''Shipper's Message''' (if required)
#Enter any '''Special Instructions for Delivery'''
#Click '''Next'''
#Enter '''Description''' (optional)
#Review all return shipment information.
#When you are done, click '''Ship Now'''
*'''E-mail Notifications''' will be emailed to '''customer email address''" in address book which will include a link to download and print the '''Return label'''
*There will also be a link for the customer the request Purolator to pick up the package by selecting '''Schedule a Pickup''' option on the email or calling '''1-888-SHIP-123'''
*'''If a Purolator driver is dropping off parcels at the store, the store can give the driver their returns box with the printed Purolator waybill/shipping label attached. Hence no need to call Purolator or book a pick-up'''.

[[File:Purolator5.PNG|400px]]

==Cancel Return Shipment==
*No need to cancel shipment if not required, shipment will not be charged until shipment has been picked up. The return labels are good for up to two years.

==Critical Report==
*Each day, the assigned '''Purolator Customer Service Rep''' will be forwarding a '''Staub Report''' to '''custserv@unipharm.com, geraldp@unipharm.com, gordonm@unipharm.com and seank@unipharm.com'''.
*This report will show all the '''deliveries''' from the previous day and the assigned '''Purolator Customer Service Rep''' will identify on his email any critical shipments with delivery issues.

[[Category:Workflows-Customer Service]]
[[Category:Purolator]]

Customer Service:Returns Authorization-Issuing a Returns Authorization

2018-06-27T17:50:59Z

Cherylc: /* In town Returns (Atlas) */

==Overview==
*Determine the issue a return, credit the customer, issue a narcotic return
*Book a pick up via Loomis/Purolator or if this is an Atlas return
*Who pays for the freight of the return
*Where to locate the uniPHARM returns policy
*Due to the returns policy changing and being updated it is recommended to always keep a copy of the most current copies of the returns policies at you desk.
*You can locate the returns policies: {{unc|\\superserver.unipharm.local\FormsGeneral\RETURNS|\\superserver.unipharm.local\FormsGeneral\RETURNS}}
*Please note that all three types of clients have different rules to follow.
*Use worksheet to determine freight company used for the shareholder/customer {{unc|\\SUPERSERVER\Shared User Folders\DC Richmond\All freight by customers.xlsx|Freight Worksheet}}

==What Kind of Return==
*'''What kind of items are they returning?'''
(Narcotics, Pharmaceuticals (regular pharmaceuticals, fridge items, injectable, special orders that were originally purchased as regular stock), Home Healthcare, Front Store Items, Special Orders, and Promo Items)
*'''Why are they needing to return the products? '''
(ordered in error, outdated, damaged, faulty, over shipped, overstock, incorrect item shipped, medical device return, products no longer needed due to patient passing).
*'''What type of store are you talking to?'''
(shareholder, customer, associate member)
*From this information you must determine if they can '''return the item''', to see if '''we want it back''', who pays the '''freight''', where is the store '''located''', do we need to arrange a '''pick up'''.

==Hotline Incident==
1.Enter the '''person's name''' you are speaking to in '''Contact'''.

2.Determine what they are needing and enter the appropriate '''Problem/Resolution Code'''s (RTN/RMA, RTN/RCL, RTN/MDRTN, RTNARC/RMA).

Problem Resolution
RTN RMA
Regular return
RTN RCL
Return on recalled item (only recalls are coded like this)
RTN MDRTN
Return on Medical Devices that are faulty
RTNARC RMA
Return of Narcotics

3.If you are unsure of the correct code once again you can press ''''F4'''' to pull up an appropriate menu for these codes

[[File:returns10.png|500px]]

4.Enter Notes
*Shareholder In-town

[[File:returns11.png|500px]]

*Customer In-town

[[File:returns12.png|500px]]

==Out of Town Returns==
A '''RMA''' for Out of Town stores is processed similarly to In Town stores except that when we take calls for returns from Out of Town Stores that require Loomis service or Purolator, Customer Service books a pick up via Loomis e- Solutions or Purolator e-Ship. '''NOTE - we are presently testing customers with Purolator and only a selected number of customers will be using Purolator. Please refer to [http://elearning.unipharm.local:8080/mediawiki/index.php/Customer_Service:Purolator-E-ship_Online Purolator-E-ship Oline] for more information.'''

Website: [http://www.loomisexpress.com/ca/wfTrackingForm.aspx http://www.loomisexpress.com/ca/wfTrackingForm.aspx ]

===-e-Solutions===
[[File:returns13.png|500px]]

[[File:returns14.png|500px]]

[[File:returns15.png|500px]]

[[File:returns16.png|500px]]

[[Category:Workflows-Customer Service]]
[[Category:Returns Authorization]]

==In town Returns (Atlas)==
'''A "RMA" for in town stores, which are serviced by Altas, must be booked for pick up via email with exceptions for Narcotic Returns (this includes Web Returns).'''

*Email Address: operations@atlascourier.com [mailto:operations@atlascourier.com]

'''Include the following information in the body of the email'''
*RA#
*Customer account number
*Customer name and address
*Number of pieces

==Atlas - In-town Delivery to Another Location==

Director of Distribution and Purchasing has approved to allow in-town stores to ship product to another store at no cost to the store. The store would have to request an RA from Customer Service and in turn, Customer Service will put the information in the notes of the Hotline and email to the DC group so that when the box comes back here it is in turn directly to the correct location.

Customer Service:Returns Authorization-Issuing a Returns Authorization

2018-06-27T17:50:14Z

Cherylc: /* In town Returns (Atlas) */

==Overview==
*Determine the issue a return, credit the customer, issue a narcotic return
*Book a pick up via Loomis/Purolator or if this is an Atlas return
*Who pays for the freight of the return
*Where to locate the uniPHARM returns policy
*Due to the returns policy changing and being updated it is recommended to always keep a copy of the most current copies of the returns policies at you desk.
*You can locate the returns policies: {{unc|\\superserver.unipharm.local\FormsGeneral\RETURNS|\\superserver.unipharm.local\FormsGeneral\RETURNS}}
*Please note that all three types of clients have different rules to follow.
*Use worksheet to determine freight company used for the shareholder/customer {{unc|\\SUPERSERVER\Shared User Folders\DC Richmond\All freight by customers.xlsx|Freight Worksheet}}

==What Kind of Return==
*'''What kind of items are they returning?'''
(Narcotics, Pharmaceuticals (regular pharmaceuticals, fridge items, injectable, special orders that were originally purchased as regular stock), Home Healthcare, Front Store Items, Special Orders, and Promo Items)
*'''Why are they needing to return the products? '''
(ordered in error, outdated, damaged, faulty, over shipped, overstock, incorrect item shipped, medical device return, products no longer needed due to patient passing).
*'''What type of store are you talking to?'''
(shareholder, customer, associate member)
*From this information you must determine if they can '''return the item''', to see if '''we want it back''', who pays the '''freight''', where is the store '''located''', do we need to arrange a '''pick up'''.

==Hotline Incident==
1.Enter the '''person's name''' you are speaking to in '''Contact'''.

2.Determine what they are needing and enter the appropriate '''Problem/Resolution Code'''s (RTN/RMA, RTN/RCL, RTN/MDRTN, RTNARC/RMA).

Problem Resolution
RTN RMA
Regular return
RTN RCL
Return on recalled item (only recalls are coded like this)
RTN MDRTN
Return on Medical Devices that are faulty
RTNARC RMA
Return of Narcotics

3.If you are unsure of the correct code once again you can press ''''F4'''' to pull up an appropriate menu for these codes

[[File:returns10.png|500px]]

4.Enter Notes
*Shareholder In-town

[[File:returns11.png|500px]]

*Customer In-town

[[File:returns12.png|500px]]

==Out of Town Returns==
A '''RMA''' for Out of Town stores is processed similarly to In Town stores except that when we take calls for returns from Out of Town Stores that require Loomis service or Purolator, Customer Service books a pick up via Loomis e- Solutions or Purolator e-Ship. '''NOTE - we are presently testing customers with Purolator and only a selected number of customers will be using Purolator. Please refer to [http://elearning.unipharm.local:8080/mediawiki/index.php/Customer_Service:Purolator-E-ship_Online Purolator-E-ship Oline] for more information.'''

Website: [http://www.loomisexpress.com/ca/wfTrackingForm.aspx http://www.loomisexpress.com/ca/wfTrackingForm.aspx ]

===-e-Solutions===
[[File:returns13.png|500px]]

[[File:returns14.png|500px]]

[[File:returns15.png|500px]]

[[File:returns16.png|500px]]

[[Category:Workflows-Customer Service]]
[[Category:Returns Authorization]]

==In town Returns (Atlas)==
A "RMA" for in town stores, which are serviced by Altas, must be booked for pick up via email with exceptions for Narcotic Returns (this includes Web Returns).

*Email Address: operations@atlascourier.com [mailto:operations@atlascourier.com]

'''Include the following information in the body of the email'''
*RA#
*Customer account number
*Customer name and address
*Number of pieces

==Atlas - In-town Delivery to Another Location==

Director of Distribution and Purchasing has approved to allow in-town stores to ship product to another store at no cost to the store. The store would have to request an RA from Customer Service and in turn, Customer Service will put the information in the notes of the Hotline and email to the DC group so that when the box comes back here it is in turn directly to the correct location.

Customer Service:Returns Authorization-Issuing a Returns Authorization

2018-06-27T17:49:49Z

Cherylc: /* In town Returns (Atlas) */

==Overview==
*Determine the issue a return, credit the customer, issue a narcotic return
*Book a pick up via Loomis/Purolator or if this is an Atlas return
*Who pays for the freight of the return
*Where to locate the uniPHARM returns policy
*Due to the returns policy changing and being updated it is recommended to always keep a copy of the most current copies of the returns policies at you desk.
*You can locate the returns policies: {{unc|\\superserver.unipharm.local\FormsGeneral\RETURNS|\\superserver.unipharm.local\FormsGeneral\RETURNS}}
*Please note that all three types of clients have different rules to follow.
*Use worksheet to determine freight company used for the shareholder/customer {{unc|\\SUPERSERVER\Shared User Folders\DC Richmond\All freight by customers.xlsx|Freight Worksheet}}

==What Kind of Return==
*'''What kind of items are they returning?'''
(Narcotics, Pharmaceuticals (regular pharmaceuticals, fridge items, injectable, special orders that were originally purchased as regular stock), Home Healthcare, Front Store Items, Special Orders, and Promo Items)
*'''Why are they needing to return the products? '''
(ordered in error, outdated, damaged, faulty, over shipped, overstock, incorrect item shipped, medical device return, products no longer needed due to patient passing).
*'''What type of store are you talking to?'''
(shareholder, customer, associate member)
*From this information you must determine if they can '''return the item''', to see if '''we want it back''', who pays the '''freight''', where is the store '''located''', do we need to arrange a '''pick up'''.

==Hotline Incident==
1.Enter the '''person's name''' you are speaking to in '''Contact'''.

2.Determine what they are needing and enter the appropriate '''Problem/Resolution Code'''s (RTN/RMA, RTN/RCL, RTN/MDRTN, RTNARC/RMA).

Problem Resolution
RTN RMA
Regular return
RTN RCL
Return on recalled item (only recalls are coded like this)
RTN MDRTN
Return on Medical Devices that are faulty
RTNARC RMA
Return of Narcotics

3.If you are unsure of the correct code once again you can press ''''F4'''' to pull up an appropriate menu for these codes

[[File:returns10.png|500px]]

4.Enter Notes
*Shareholder In-town

[[File:returns11.png|500px]]

*Customer In-town

[[File:returns12.png|500px]]

==Out of Town Returns==
A '''RMA''' for Out of Town stores is processed similarly to In Town stores except that when we take calls for returns from Out of Town Stores that require Loomis service or Purolator, Customer Service books a pick up via Loomis e- Solutions or Purolator e-Ship. '''NOTE - we are presently testing customers with Purolator and only a selected number of customers will be using Purolator. Please refer to [http://elearning.unipharm.local:8080/mediawiki/index.php/Customer_Service:Purolator-E-ship_Online Purolator-E-ship Oline] for more information.'''

Website: [http://www.loomisexpress.com/ca/wfTrackingForm.aspx http://www.loomisexpress.com/ca/wfTrackingForm.aspx ]

===-e-Solutions===
[[File:returns13.png|500px]]

[[File:returns14.png|500px]]

[[File:returns15.png|500px]]

[[File:returns16.png|500px]]

[[Category:Workflows-Customer Service]]
[[Category:Returns Authorization]]

==In town Returns (Atlas)==
A "RMA" for in town stores which are serviced by Altas must be booked for pick up via email with exceptions for Narcotic Returns (this includes Web Returns).

*Email Address: operations@atlascourier.com [mailto:operations@atlascourier.com]

'''Include the following information in the body of the email'''
*RA#
*Customer account number
*Customer name and address
*Number of pieces

==Atlas - In-town Delivery to Another Location==

Director of Distribution and Purchasing has approved to allow in-town stores to ship product to another store at no cost to the store. The store would have to request an RA from Customer Service and in turn, Customer Service will put the information in the notes of the Hotline and email to the DC group so that when the box comes back here it is in turn directly to the correct location.

Customer Service:Returns Authorization-Issuing a Returns Authorization

2018-06-27T17:49:23Z

Cherylc: /* In town Returns (Atlas) */

==Overview==
*Determine the issue a return, credit the customer, issue a narcotic return
*Book a pick up via Loomis/Purolator or if this is an Atlas return
*Who pays for the freight of the return
*Where to locate the uniPHARM returns policy
*Due to the returns policy changing and being updated it is recommended to always keep a copy of the most current copies of the returns policies at you desk.
*You can locate the returns policies: {{unc|\\superserver.unipharm.local\FormsGeneral\RETURNS|\\superserver.unipharm.local\FormsGeneral\RETURNS}}
*Please note that all three types of clients have different rules to follow.
*Use worksheet to determine freight company used for the shareholder/customer {{unc|\\SUPERSERVER\Shared User Folders\DC Richmond\All freight by customers.xlsx|Freight Worksheet}}

==What Kind of Return==
*'''What kind of items are they returning?'''
(Narcotics, Pharmaceuticals (regular pharmaceuticals, fridge items, injectable, special orders that were originally purchased as regular stock), Home Healthcare, Front Store Items, Special Orders, and Promo Items)
*'''Why are they needing to return the products? '''
(ordered in error, outdated, damaged, faulty, over shipped, overstock, incorrect item shipped, medical device return, products no longer needed due to patient passing).
*'''What type of store are you talking to?'''
(shareholder, customer, associate member)
*From this information you must determine if they can '''return the item''', to see if '''we want it back''', who pays the '''freight''', where is the store '''located''', do we need to arrange a '''pick up'''.

==Hotline Incident==
1.Enter the '''person's name''' you are speaking to in '''Contact'''.

2.Determine what they are needing and enter the appropriate '''Problem/Resolution Code'''s (RTN/RMA, RTN/RCL, RTN/MDRTN, RTNARC/RMA).

Problem Resolution
RTN RMA
Regular return
RTN RCL
Return on recalled item (only recalls are coded like this)
RTN MDRTN
Return on Medical Devices that are faulty
RTNARC RMA
Return of Narcotics

3.If you are unsure of the correct code once again you can press ''''F4'''' to pull up an appropriate menu for these codes

[[File:returns10.png|500px]]

4.Enter Notes
*Shareholder In-town

[[File:returns11.png|500px]]

*Customer In-town

[[File:returns12.png|500px]]

==Out of Town Returns==
A '''RMA''' for Out of Town stores is processed similarly to In Town stores except that when we take calls for returns from Out of Town Stores that require Loomis service or Purolator, Customer Service books a pick up via Loomis e- Solutions or Purolator e-Ship. '''NOTE - we are presently testing customers with Purolator and only a selected number of customers will be using Purolator. Please refer to [http://elearning.unipharm.local:8080/mediawiki/index.php/Customer_Service:Purolator-E-ship_Online Purolator-E-ship Oline] for more information.'''

Website: [http://www.loomisexpress.com/ca/wfTrackingForm.aspx http://www.loomisexpress.com/ca/wfTrackingForm.aspx ]

===-e-Solutions===
[[File:returns13.png|500px]]

[[File:returns14.png|500px]]

[[File:returns15.png|500px]]

[[File:returns16.png|500px]]

[[Category:Workflows-Customer Service]]
[[Category:Returns Authorization]]

==In town Returns (Atlas)==
A "RMA" for in town stores which are serviced by Altas must be booked for pick up via email with exceptions for Narcotic Returns (this includes Web Returns)

*Email Address: operations@atlascourier.com [mailto:operations@atlascourier.com]

'''Include the following information in the body of the email'''
*RA#
*Customer account number
*Customer name and address
*Number of pieces

==Atlas - In-town Delivery to Another Location==

Director of Distribution and Purchasing has approved to allow in-town stores to ship product to another store at no cost to the store. The store would have to request an RA from Customer Service and in turn, Customer Service will put the information in the notes of the Hotline and email to the DC group so that when the box comes back here it is in turn directly to the correct location.

Customer Service:Returns Authorization-Issuing a Returns Authorization

2018-06-27T17:47:08Z

Cherylc:

==Overview==
*Determine the issue a return, credit the customer, issue a narcotic return
*Book a pick up via Loomis/Purolator or if this is an Atlas return
*Who pays for the freight of the return
*Where to locate the uniPHARM returns policy
*Due to the returns policy changing and being updated it is recommended to always keep a copy of the most current copies of the returns policies at you desk.
*You can locate the returns policies: {{unc|\\superserver.unipharm.local\FormsGeneral\RETURNS|\\superserver.unipharm.local\FormsGeneral\RETURNS}}
*Please note that all three types of clients have different rules to follow.
*Use worksheet to determine freight company used for the shareholder/customer {{unc|\\SUPERSERVER\Shared User Folders\DC Richmond\All freight by customers.xlsx|Freight Worksheet}}

==What Kind of Return==
*'''What kind of items are they returning?'''
(Narcotics, Pharmaceuticals (regular pharmaceuticals, fridge items, injectable, special orders that were originally purchased as regular stock), Home Healthcare, Front Store Items, Special Orders, and Promo Items)
*'''Why are they needing to return the products? '''
(ordered in error, outdated, damaged, faulty, over shipped, overstock, incorrect item shipped, medical device return, products no longer needed due to patient passing).
*'''What type of store are you talking to?'''
(shareholder, customer, associate member)
*From this information you must determine if they can '''return the item''', to see if '''we want it back''', who pays the '''freight''', where is the store '''located''', do we need to arrange a '''pick up'''.

==Hotline Incident==
1.Enter the '''person's name''' you are speaking to in '''Contact'''.

2.Determine what they are needing and enter the appropriate '''Problem/Resolution Code'''s (RTN/RMA, RTN/RCL, RTN/MDRTN, RTNARC/RMA).

Problem Resolution
RTN RMA
Regular return
RTN RCL
Return on recalled item (only recalls are coded like this)
RTN MDRTN
Return on Medical Devices that are faulty
RTNARC RMA
Return of Narcotics

3.If you are unsure of the correct code once again you can press ''''F4'''' to pull up an appropriate menu for these codes

[[File:returns10.png|500px]]

4.Enter Notes
*Shareholder In-town

[[File:returns11.png|500px]]

*Customer In-town

[[File:returns12.png|500px]]

==Out of Town Returns==
A '''RMA''' for Out of Town stores is processed similarly to In Town stores except that when we take calls for returns from Out of Town Stores that require Loomis service or Purolator, Customer Service books a pick up via Loomis e- Solutions or Purolator e-Ship. '''NOTE - we are presently testing customers with Purolator and only a selected number of customers will be using Purolator. Please refer to [http://elearning.unipharm.local:8080/mediawiki/index.php/Customer_Service:Purolator-E-ship_Online Purolator-E-ship Oline] for more information.'''

Website: [http://www.loomisexpress.com/ca/wfTrackingForm.aspx http://www.loomisexpress.com/ca/wfTrackingForm.aspx ]

===-e-Solutions===
[[File:returns13.png|500px]]

[[File:returns14.png|500px]]

[[File:returns15.png|500px]]

[[File:returns16.png|500px]]

[[Category:Workflows-Customer Service]]
[[Category:Returns Authorization]]

==In town Returns (Atlas)==
A "RMA" for in town stores which are serviced by Altas must be booked for pick up via email with exceptions for Narcotic Returns

*Email Address: operations@atlascourier.com [mailto:operations@atlascourier.com]

'''Include the following information in the body of the email'''
*RA#
*Customer account number
*Customer name and address
*Number of pieces

==Atlas - In-town Delivery to Another Location==

Director of Distribution and Purchasing has approved to allow in-town stores to ship product to another store at no cost to the store. The store would have to request an RA from Customer Service and in turn, Customer Service will put the information in the notes of the Hotline and email to the DC group so that when the box comes back here it is in turn directly to the correct location.

Customer Service:Returns Authorization-Issuing a Returns Authorization

2018-06-27T17:45:49Z

Cherylc:

==Overview==
*Determine the issue a return, credit the customer, issue a narcotic return
*Book a pick up via Loomis/Purolator or if this is an Atlas return
*Who pays for the freight of the return
*Where to locate the uniPHARM returns policy
*Due to the returns policy changing and being updated it is recommended to always keep a copy of the most current copies of the returns policies at you desk.
*You can locate the returns policies: {{unc|\\superserver.unipharm.local\FormsGeneral\RETURNS|\\superserver.unipharm.local\FormsGeneral\RETURNS}}
*Please note that all three types of clients have different rules to follow.
*Use worksheet to determine freight company used for the shareholder/customer {{unc|\\SUPERSERVER\Shared User Folders\DC Richmond\All freight by customers.xlsx|Freight Worksheet}}

==What Kind of Return==
*'''What kind of items are they returning?'''
(Narcotics, Pharmaceuticals (regular pharmaceuticals, fridge items, injectable, special orders that were originally purchased as regular stock), Home Healthcare, Front Store Items, Special Orders, and Promo Items)
*'''Why are they needing to return the products? '''
(ordered in error, outdated, damaged, faulty, over shipped, overstock, incorrect item shipped, medical device return, products no longer needed due to patient passing).
*'''What type of store are you talking to?'''
(shareholder, customer, associate member)
*From this information you must determine if they can '''return the item''', to see if '''we want it back''', who pays the '''freight''', where is the store '''located''', do we need to arrange a '''pick up'''.

==Atlas - In-town Delivery to Another Location==

Director of Distribution and Purchasing has approved to allow in-town stores to ship product to another store at no cost to the store. The store would have to request an RA from Customer Service and in turn, Customer Service will put the information in the notes of the Hotline and email to the DC group so that when the box comes back here it is in turn directly to the correct location.

==Hotline Incident==
1.Enter the '''person's name''' you are speaking to in '''Contact'''.

2.Determine what they are needing and enter the appropriate '''Problem/Resolution Code'''s (RTN/RMA, RTN/RCL, RTN/MDRTN, RTNARC/RMA).

Problem Resolution
RTN RMA
Regular return
RTN RCL
Return on recalled item (only recalls are coded like this)
RTN MDRTN
Return on Medical Devices that are faulty
RTNARC RMA
Return of Narcotics

3.If you are unsure of the correct code once again you can press ''''F4'''' to pull up an appropriate menu for these codes

[[File:returns10.png|500px]]

4.Enter Notes
*Shareholder In-town

[[File:returns11.png|500px]]

*Customer In-town

[[File:returns12.png|500px]]

==Out of Town Returns==
A '''RMA''' for Out of Town stores is processed similarly to In Town stores except that when we take calls for returns from Out of Town Stores that require Loomis service or Purolator, Customer Service books a pick up via Loomis e- Solutions or Purolator e-Ship. '''NOTE - we are presently testing customers with Purolator and only a selected number of customers will be using Purolator. Please refer to [http://elearning.unipharm.local:8080/mediawiki/index.php/Customer_Service:Purolator-E-ship_Online Purolator-E-ship Oline] for more information.'''

Website: [http://www.loomisexpress.com/ca/wfTrackingForm.aspx http://www.loomisexpress.com/ca/wfTrackingForm.aspx ]

===-e-Solutions===
[[File:returns13.png|500px]]

[[File:returns14.png|500px]]

[[File:returns15.png|500px]]

[[File:returns16.png|500px]]

[[Category:Workflows-Customer Service]]
[[Category:Returns Authorization]]

==In town Returns (Atlas)==
A "RMA" for in town stores which are serviced by Altas must be booked for pick up via email with exceptions for Narcotic Returns

*Email Address: operations@atlascourier.com [mailto:operations@atlascourier.com]

'''Include the following information in the body of the email'''
*RA#
*Customer account number
*Customer name and address
*Number of pieces

Customer Service:Returns Authorization-Issuing a Returns Authorization

2018-06-27T17:45:04Z

Cherylc:

==Overview==
*Determine the issue a return, credit the customer, issue a narcotic return
*Book a pick up via Loomis/Purolator or if this is an Atlas return
*Who pays for the freight of the return
*Where to locate the uniPHARM returns policy
*Due to the returns policy changing and being updated it is recommended to always keep a copy of the most current copies of the returns policies at you desk.
*You can locate the returns policies: {{unc|\\superserver.unipharm.local\FormsGeneral\RETURNS|\\superserver.unipharm.local\FormsGeneral\RETURNS}}
*Please note that all three types of clients have different rules to follow.
*Use worksheet to determine freight company used for the shareholder/customer {{unc|\\SUPERSERVER\Shared User Folders\DC Richmond\All freight by customers.xlsx|Freight Worksheet}}

==What Kind of Return==
*'''What kind of items are they returning?'''
(Narcotics, Pharmaceuticals (regular pharmaceuticals, fridge items, injectable, special orders that were originally purchased as regular stock), Home Healthcare, Front Store Items, Special Orders, and Promo Items)
*'''Why are they needing to return the products? '''
(ordered in error, outdated, damaged, faulty, over shipped, overstock, incorrect item shipped, medical device return, products no longer needed due to patient passing).
*'''What type of store are you talking to?'''
(shareholder, customer, associate member)
*From this information you must determine if they can '''return the item''', to see if '''we want it back''', who pays the '''freight''', where is the store '''located''', do we need to arrange a '''pick up'''.

==Atlas - In-town Delivery to Another Location==

Director of Distribution and Purchasing has approved to allow in-town stores to ship product to another store at no cost to the store. The store would have to request an RA from Customer Service and in turn, Customer Service will put the information in the notes of the Hotline and email to the DC group so that when the box comes back here it is in turn directly to the correct location.

==Hotline Incident==
1.Enter the '''person's name''' you are speaking to in '''Contact'''.

2.Determine what they are needing and enter the appropriate '''Problem/Resolution Code'''s (RTN/RMA, RTN/RCL, RTN/MDRTN, RTNARC/RMA).

Problem Resolution
RTN RMA
Regular return
RTN RCL
Return on recalled item (only recalls are coded like this)
RTN MDRTN
Return on Medical Devices that are faulty
RTNARC RMA
Return of Narcotics

3.If you are unsure of the correct code once again you can press ''''F4'''' to pull up an appropriate menu for these codes

[[File:returns10.png|500px]]

4.Enter Notes
*Shareholder In-town

[[File:returns11.png|500px]]

*Customer In-town

[[File:returns12.png|500px]]

==Out of Town Returns==
A '''RMA''' for Out of Town stores is processed similarly to In Town stores except that when we take calls for returns from Out of Town Stores that require Loomis service or Purolator, Customer Service books a pick up via Loomis e- Solutions or Purolator e-Ship. '''NOTE - we are presently testing customers with Purolator and only a selected number of customers will be using Purolator. Please refer to [http://elearning.unipharm.local:8080/mediawiki/index.php/Customer_Service:Purolator-E-ship_Online Purolator-E-ship Oline] for more information.'''

Website: [http://www.loomisexpress.com/ca/wfTrackingForm.aspx http://www.loomisexpress.com/ca/wfTrackingForm.aspx ]

===-e-Solutions===
[[File:returns13.png|500px]]

[[File:returns14.png|500px]]

[[File:returns15.png|500px]]

[[File:returns16.png|500px]]

[[Category:Workflows-Customer Service]]
[[Category:Returns Authorization]]

==In town Returns (Atlas)==
A "RMA" for in town stores which are serviced by Altas must be booked for pick up via email with exceptions for Narcotic Returns

*Email Address: operations@atlascourier.com [mailto:operations@atlascourier.com]

'''Include the following information'''
*RA#
*Customer account number
*Customer name and address
*Number of pieces

Customer Service:Returns Authorization-Issuing a Returns Authorization

2018-06-27T17:43:42Z

Cherylc:

==Overview==
*Determine the issue a return, credit the customer, issue a narcotic return
*Book a pick up via Loomis/Purolator or if this is an Atlas return
*Who pays for the freight of the return
*Where to locate the uniPHARM returns policy
*Due to the returns policy changing and being updated it is recommended to always keep a copy of the most current copies of the returns policies at you desk.
*You can locate the returns policies: {{unc|\\superserver.unipharm.local\FormsGeneral\RETURNS|\\superserver.unipharm.local\FormsGeneral\RETURNS}}
*Please note that all three types of clients have different rules to follow.
*Use worksheet to determine freight company used for the shareholder/customer {{unc|\\SUPERSERVER\Shared User Folders\DC Richmond\All freight by customers.xlsx|Freight Worksheet}}

==What Kind of Return==
*'''What kind of items are they returning?'''
(Narcotics, Pharmaceuticals (regular pharmaceuticals, fridge items, injectable, special orders that were originally purchased as regular stock), Home Healthcare, Front Store Items, Special Orders, and Promo Items)
*'''Why are they needing to return the products? '''
(ordered in error, outdated, damaged, faulty, over shipped, overstock, incorrect item shipped, medical device return, products no longer needed due to patient passing).
*'''What type of store are you talking to?'''
(shareholder, customer, associate member)
*From this information you must determine if they can '''return the item''', to see if '''we want it back''', who pays the '''freight''', where is the store '''located''', do we need to arrange a '''pick up'''.

==Atlas - In-town Delivery to Another Location==

Director of Distribution and Purchasing has approved to allow in-town stores to ship product to another store at no cost to the store. The store would have to request an RA from Customer Service and in turn, Customer Service will put the information in the notes of the Hotline and email to the DC group so that when the box comes back here it is in turn directly to the correct location.

==Hotline Incident==
1.Enter the '''person's name''' you are speaking to in '''Contact'''.

2.Determine what they are needing and enter the appropriate '''Problem/Resolution Code'''s (RTN/RMA, RTN/RCL, RTN/MDRTN, RTNARC/RMA).

Problem Resolution
RTN RMA
Regular return
RTN RCL
Return on recalled item (only recalls are coded like this)
RTN MDRTN
Return on Medical Devices that are faulty
RTNARC RMA
Return of Narcotics

3.If you are unsure of the correct code once again you can press ''''F4'''' to pull up an appropriate menu for these codes

[[File:returns10.png|500px]]

4.Enter Notes
*Shareholder In-town

[[File:returns11.png|500px]]

*Customer In-town

[[File:returns12.png|500px]]

==Out of Town Returns==
A '''RMA''' for Out of Town stores is processed similarly to In Town stores except that when we take calls for returns from Out of Town Stores that require Loomis service or Purolator, Customer Service books a pick up via Loomis e- Solutions or Purolator e-Ship. '''NOTE - we are presently testing customers with Purolator and only a selected number of customers will be using Purolator. Please refer to [http://elearning.unipharm.local:8080/mediawiki/index.php/Customer_Service:Purolator-E-ship_Online Purolator-E-ship Oline] for more information.'''

Website: [http://www.loomisexpress.com/ca/wfTrackingForm.aspx http://www.loomisexpress.com/ca/wfTrackingForm.aspx ]

===-e-Solutions===
[[File:returns13.png|500px]]

[[File:returns14.png|500px]]

[[File:returns15.png|500px]]

[[File:returns16.png|500px]]

[[Category:Workflows-Customer Service]]
[[Category:Returns Authorization]]

==In town Returns (Atlas)==
A "RMA" for in town stores which are serviced by Altas must be booked for pick up via email with exceptions for Narcotic Returns

*Email Address: [mailto:operations@atlascourier.com]

'''Include the following information'''
*RA#
*Customer account number
*Customer name and address
*Number of pieces

Customer Service:Returns Authorization-Issuing a Returns Authorization

2018-06-27T17:39:50Z

Cherylc:

==Overview==
*Determine the issue a return, credit the customer, issue a narcotic return
*Book a pick up via Loomis/Purolator or if this is an Atlas return
*Who pays for the freight of the return
*Where to locate the uniPHARM returns policy
*Due to the returns policy changing and being updated it is recommended to always keep a copy of the most current copies of the returns policies at you desk.
*You can locate the returns policies: {{unc|\\superserver.unipharm.local\FormsGeneral\RETURNS|\\superserver.unipharm.local\FormsGeneral\RETURNS}}
*Please note that all three types of clients have different rules to follow.
*Use worksheet to determine freight company used for the shareholder/customer {{unc|\\SUPERSERVER\Shared User Folders\DC Richmond\All freight by customers.xlsx|Freight Worksheet}}

==What Kind of Return==
*'''What kind of items are they returning?'''
(Narcotics, Pharmaceuticals (regular pharmaceuticals, fridge items, injectable, special orders that were originally purchased as regular stock), Home Healthcare, Front Store Items, Special Orders, and Promo Items)
*'''Why are they needing to return the products? '''
(ordered in error, outdated, damaged, faulty, over shipped, overstock, incorrect item shipped, medical device return, products no longer needed due to patient passing).
*'''What type of store are you talking to?'''
(shareholder, customer, associate member)
*From this information you must determine if they can '''return the item''', to see if '''we want it back''', who pays the '''freight''', where is the store '''located''', do we need to arrange a '''pick up'''.

==Atlas - In-town Delivery to Another Location==

Director of Distribution and Purchasing has approved to allow in-town stores to ship product to another store at no cost to the store. The store would have to request an RA from Customer Service and in turn, Customer Service will put the information in the notes of the Hotline and email to the DC group so that when the box comes back here it is in turn directly to the correct location.

==Hotline Incident==
1.Enter the '''person's name''' you are speaking to in '''Contact'''.

2.Determine what they are needing and enter the appropriate '''Problem/Resolution Code'''s (RTN/RMA, RTN/RCL, RTN/MDRTN, RTNARC/RMA).

Problem Resolution
RTN RMA
Regular return
RTN RCL
Return on recalled item (only recalls are coded like this)
RTN MDRTN
Return on Medical Devices that are faulty
RTNARC RMA
Return of Narcotics

3.If you are unsure of the correct code once again you can press ''''F4'''' to pull up an appropriate menu for these codes

[[File:returns10.png|500px]]

4.Enter Notes
*Shareholder In-town

[[File:returns11.png|500px]]

*Customer In-town

[[File:returns12.png|500px]]

==Out of Town Returns==
A '''RMA''' for Out of Town stores is processed similarly to In Town stores except that when we take calls for returns from Out of Town Stores that require Loomis service or Purolator, Customer Service books a pick up via Loomis e- Solutions or Purolator e-Ship. '''NOTE - we are presently testing customers with Purolator and only a selected number of customers will be using Purolator. Please refer to [http://elearning.unipharm.local:8080/mediawiki/index.php/Customer_Service:Purolator-E-ship_Online Purolator-E-ship Oline] for more information.'''

Website: [http://www.loomisexpress.com/ca/wfTrackingForm.aspx http://www.loomisexpress.com/ca/wfTrackingForm.aspx ]

===-e-Solutions===
[[File:returns13.png|500px]]

[[File:returns14.png|500px]]

[[File:returns15.png|500px]]

[[File:returns16.png|500px]]

[[Category:Workflows-Customer Service]]
[[Category:Returns Authorization]]

==In town Returns (Atlas)==
A "RMA" for in town stores which are serviced by Altas must be booked for pick up via email with exceptions for Narcotic Returns
Email Address: operations@atlascourier.com
Include the following information
RA#
Customer account number
Customer name and address
Number of pieces

Customer Service:Staff Database changes

2017-09-27T19:20:26Z

Cherylc:

==Overview==
===Adding staff to the Database to update the phone lists===
====Where do I go in the uniPHARM system====
'''CLICK ON'''
*Network Locations
*Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Employee Database
*db1 (this will open Microsoft Access)

====To Add a New Employee====
'''CLICK ON'''
*'''Staff Info'''
*'''Add/Edit Employee/Contact'''
*'''New Employee'''
'''FILL OUT'''
*'''First Name'''
*'''Last name'''
'''CHOOSE THE APPROPRIATE FROM THE DROP DOWN MENU'''
*'''Department'''
*'''Title''' *'''Manager'''
*'''Business Unit Description'''
*'''Position''' for example Employee, manager, Director or General Manager
'''ENTER'''
*'''Extension''' that the IT department has assigned (if applicable)
*'''Fax''' (if applicable)
*'''Primary Email'''
'''CHECK'''
*'''Active Employee'''
*'''Buisness Card Holder'''
*'''On Report'''
*'''is this Internal Info'''
If you have more staff to add Click on '''New Employee''' or if you want to end the entries click on the '''X''' on the data entry screen.

'''CLICK ON'''
*'''Exit to Main Switchboard'''
*'''Exit''' (if you wish to exit the program)

====To Remove an Employee====
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*Enter the last name of the employee you need to remove in the '''Search Field'''
'''UNCHECK'''
*'''Active Employee'''
*'''On Report'''
If you have more staff to remove enter the next name in the '''Search Field''' and repeat the process or if you finished click on the '''X''' on the data entry screen.

'''CLICK ON'''
*'''Exit to Main Switchboard'''
*'''Exit''' (if you wish to exit the program)

[[Category:Workflows-Customer Service]]

Customer Service:Staff Database changes

2017-09-27T19:19:11Z

Cherylc:

==Overview==
===Adding staff to the Database to update the phone lists===
====Where do I go in the uniPHARM system====
'''CLICK ON'''
*Network Locations
*Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Employee Database
*db1 (this will open Microsoft Access)

====To Add a New Employee====
'''CLICK ON'''
*'''Staff Info'''
*'''Add/Edit Employee/Contact'''
*'''New Employee'''
'''FILL OUT'''
*'''First Name'''
*'''Last name'''
'''CHOOSE THE APPROPRIATE FROM THE DROP DOWN MENU'''
*'''Department'''
*'''Title''' *'''Manager'''
*'''Business Unit Description'''
*'''Position''' for example Employee, manager, Director or General Manager
'''ENTER'''
*'''Extension''' that the IT department has assigned (if applicable)
*'''Fax''' (if applicable)
*'''Primary Email'''
'''CHECK'''
*'''Active Employee'''
*'''Buisness Card Holder'''
*'''On Report'''
*'''is this Internal Info'''
If you have more staff to add Click on '''New Employee''' or if you want to end the entries click on the '''X''' on the data entry screen.

'''CLICK ON'''
*'''Exit to Main Switchboard'''
*'''Exit''' (if you wish to exit the program)

====To Remove an Employee====
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*Enter the last name of the employee you need to remove in the '''Search Field'''
'''Uncheck'''
*'''Active Employee'''
*'''On Report'''
If you have more staff to remove enter the next name in the '''Search Field''' and repeat the process or if you finished click on the '''X''' on the data entry screen.

'''CLICK ON'''
*'''Exit to Main Switchboard'''
*'''Exit''' (if you wish to exit the program)

[[Category:Workflows-Customer Service]]

Customer Service:Staff Database changes

2017-09-27T19:06:31Z

Cherylc:

==Overview==
===Adding staff to the Database to update the phone lists===
====Where do I go in the uniPHARM system====
'''CLICK ON'''
*Network Locations
*Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Employee Database
*db1 (this will open Microsoft Access)

====To Add a New Employee====
'''CLICK ON'''
*'''Staff Info'''
*'''Add/Edit Employee/Contact'''
*'''New Employee'''
'''FILL OUT'''
*'''First Name'''
*'''Last name'''
'''CHOOSE THE APPROPRIATE FROM THE DROP DOWN MENU'''
*'''Department'''
*'''Title''' *'''Manager'''
*'''Business Unit Description'''
*'''Position''' for example Employee, manager, Director or General Manager
'''ENTER'''
*'''Extension''' that the IT department has assigned (if applicable)
*'''Fax''' (if applicable)
*'''Primary Email'''
'''CHECK'''
*'''Active Employee'''
*'''Buisness Card Holder'''
*'''On Report'''
*'''is this Internal Info'''
If you have more staff to add Click on '''New Employee''' or if you want to end the entries click on the '''X''' on the data entry screen.
'''CLICK'''
*'''Exit to Main Switchboard'''
*'''Exit''' (if you wish to exit the program)

====To Remove an Employee====
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*Enter the last name of the employee you need to remove in the '''Search Field'''
'''Uncheck'''
*'''Active Employee'''
*'''On Report'''
If you have more staff to remove enter the next name in the '''Search Field''' and repeat the process or if you finished click on the '''X''' on the data entry screen.
'''CLICK'''
*'''Exit to Main Switchboard'''
*'''Exit''' (if you wish to exit the program)

[[Category:Workflows-Customer Service]]

Customer Service:Staff Database changes

2017-09-27T19:05:39Z

Cherylc:

==Overview==
===Adding staff to the Database to update the phone lists===
====Where do I go in the uniPHARM system====
'''CLICK ON'''
*Network Locations
*Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Employee Database
*db1 (this will open Microsoft Access)

====To Add a New Employee====
'''CLICK ON'''
*'''Staff Info'''
*'''Add/Edit Employee/Contact'''
*'''New Employee'''
'''FILL OUT'''
*'''First Name'''
*'''Last name'''
'''CHOOSE THE APPROPRIATE FROM THE DROP DOWN MENU'''
*'''Department'''
*'''Title''' *'''Manager'''
*'''Business Unit Description'''
*'''Position''' for example Employee, manager, Director or General Manager
'''Enter'''
*'''Extension''' that the IT department has assigned (if applicable)
*'''Fax''' (if applicable)
*'''Primary Email'''
'''Check'''
*'''Active Employee'''
*'''Buisness Card Holder'''
*'''On Report'''
*'''is this Internal Info'''
If you have more staff to add Click on '''New Employee''' or if you want to end the entries click on the '''X''' on the data entry screen.
'''CLICK'''
*'''Exit to Main Switchboard'''
*'''Exit''' (if you wish to exit the program)

====To Remove an Employee====
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*Enter the last name of the employee you need to remove in the '''Search Field'''
'''Uncheck'''
*'''Active Employee'''
*'''On Report'''
If you have more staff to remove enter the next name in the '''Search Field''' and repeat the process or if you finished click on the '''X''' on the data entry screen.
'''CLICK'''
*'''Exit to Main Switchboard'''
*'''Exit''' (if you wish to exit the program)

[[Category:Workflows-Customer Service]]

Customer Service:Staff Database changes

2017-09-27T18:38:20Z

Cherylc:

==Overview==
===Adding staff to the Database to update the phone lists===
====Where do I go in the uniPHARM system====
'''CLICK ON'''
*Network Locations
*Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Employee Database
*db1 (this will open Microsoft Access)

====To Add a New Employee====
'''CLICK ON'''
*'''Staff Info'''
*'''Add/Edit Employee/Contact'''
*'''New Employee'''
'''FILL OUT'''
*'''First Name'''
*'''Last name'''
'''CHOOSE THE APPROPRIATE FROM THE DROP DOWN MENU'''
*'''Department'''
*'''Title''' *'''Manager'''
*'''Business Unit Description'''
*'''Position''' for example Employee, manager, Director or General Manager
'''Enter'''
*'''Extension''' that the IT department has assigned (if applicable)
*'''Fax''' (if applicable)
*'''Primary Email'''
'''Check'''
*'''Active Employee'''
*'''Buisness Card Holder'''
*'''On Report'''
*'''is this Internal Info'''
If you have more staff to add Click on '''New Employee''' or if you want to end the entries click on the '''X''' on the data entry screen.

====To Remove an Employee====
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*Enter the last name of the employee you need to remove in the '''Search Field'''
*Uncheck '''Active Employee'''
*Uncheck '''On Report'''
If you have more staff to remove enter the next name in the '''Search Field''' or if you finished click on the '''X''' on the data entry screen.

[[Category:Workflows-Customer Service]]

Customer Service:Staff Database changes

2017-09-27T18:36:27Z

Cherylc:

==Overview==
===Adding staff to the Database to update the phone lists===
====Where do I go in the uniPHARM system====
'''CLICK ON'''
*Network Locations
*Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Employee Database
*db1 (this will open Microsoft Access)

====To Add a New Employee====
'''CLICK ON'''
*'''Staff Info'''
*'''Add/Edit Employee/Contact'''
*'''New Employee'''
'''FILL OUT'''
*'''First Name'''
*'''Last name'''
'''CHOOSE THE APPROPRIATE FROM THE DROP DOWN MENU'''
*'''Department'''
*'''Title''' *'''Manager'''
*'''Business Unit Description'''
"Position" for example Employee, manager, Director or General Manager
'''Enter'''
*'''Extension''' that the IT department has assigned (if applicable)
*'''Fax''' (if applicable)
*'''Primary Email'''
'''Check'''
*'''Active Employee'''
*'''Buisness Card Holder'''
*'''On Report'''
*'''is this Internal Info'''
If you have more staff to add Click on '''New Employee''' or if you want to end the entries click on the '''X''' on the data entry screen.

====To Remove an Employee====
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*Enter the last name of the employee you need to remove in the '''Search Field'''
*Uncheck '''Active Employee'''
*Uncheck '''On Report'''
If you have more staff to remove enter the next name in the '''Search Field''' or if you finished click on the '''X''' on the data entry screen.

[[Category:Workflows-Customer Service]]

Customer Service:Staff Database changes

2017-09-27T18:35:31Z

Cherylc:

==Overview==
===Adding staff to the Database to update the phone lists===
====Where do I go in the uniPHARM system====
'''CLICK ON'''
*Network Locations
*Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Employee Database
*db1 (this will open Microsoft Access)

====To Add a New Employee====
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*New Employee
'''FILL OUT'''
*'''First Name'''
*'''Last name'''
'''CHOOSE THE APPROPRIATE FROM THE DROP DOWN MENU'''
*'''Department'''
*'''Title''' *'''Manager'''
*'''Business Unit Description'''
"Position" for example Employee, manager, Director or General Manager
'''Enter'''
*'''Extension''' that the IT department has assigned (if applicable)
*'''Fax''' (if applicable)
*'''Primary Email'''
'''Check'''
*'''Active Employee'''
*'''Buisness Card Holder'''
*'''On Report'''
*'''is this Internal Info'''
If you have more staff to add Click on '''New Employee''' or if you want to end the entries click on the '''X''' on the data entry screen.
====To Remove an Employee====
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*Enter the last name of the employee you need to remove in the '''Search Field'''
*Uncheck '''Active Employee'''
*Uncheck '''On Report'''
If you have more staff to remove enter the next name in the '''Search Field''' or if you finished click on the '''X''' on the data entry screen.

[[Category:Workflows-Customer Service]]

Customer Service:Staff Database changes

2017-09-27T18:28:24Z

Cherylc:

Customer Service:Staff Database changes

2017-09-27T18:26:03Z

Cherylc:

Customer Service:Staff Database changes

2017-09-27T18:25:19Z

Cherylc:

==Overview==
===Adding staff to the Database to update the phone lists===
====WHERE DO I GO IN THE UNIPHARM SYSTEM====
'''CLICK ON'''
*Network Locations
*Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Employee Database
*db1 (this will open Microsoft Access)

====To Add a New Employee====
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*New Employee
'''FILL OUT'''
*'''First Name'''
*'''Last name'''
'''CHOOSE THE APPROPRIATE FROM THE DROP DOWN MENU'''
*'''Department'''
*'''Title''' *'''Manager'''
*'''Business Unit Description'''
"Position" for example Employee, manager, Director or General Manager
'''Enter'''
*'''Extension''' that the IT department has assigned (if applicable)
*'''Fax''' (if applicable)
*'''Primary Email'''
'''Check'''
*'''Active Employee'''
*'''Buisness Card Holder'''
*'''On Report'''
*'''is this Internal Info'''
====Removing Staff====
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*Enter the last name of the employee you need to remove in the '''Search Field'''
*Uncheck '''Active Employee'''
*Uncheck '''On Report'''

[[Category:Workflows-Customer Service]]

Customer Service:Staff Database changes

2017-09-27T18:09:41Z

Cherylc:

==Overview==
===Adding staff to the Database to update the phone lists===
====Where do I go====
'''CLICK ON'''
*Network Locations
*Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Employee Database
*db1 (this will open Microsoft Access)
====To Add a New Employee====
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*New Employee
'''FILL OUT'''
*'''First Name'''
*'''Last name'''
'''CHOOSE THE APPROPRIATE FROM THE DROP DOWN MENU'''
*'''Department'''
*'''Title''' *'''Manager'''
*'''Business Unit Description'''
"Position" for example Employee, manager, Director or General Manager
'''Enter'''
*'''Extension''' that the IT department has assigned (if applicable)
*'''Fax''' (if applicable)
*'''Primary Email'''
'''Check'''
*'''Active Employee'''
*'''Buisness Card Holder'''
*'''On Report'''
*'''is this Internal Info'''
====Removing Staff====
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*Enter the last name of the employee you need to remove in the '''Search Field'''
*Uncheck '''Active Employee'''
*Uncheck '''On Report'''

[[Category:Workflows-Customer Service]]

Customer Service:Staff Database changes

2017-09-27T18:08:08Z

Cherylc:

==Overview==
===Adding staff to the Database to update the phone lists===
====Where do I go====
'''CLICK ON'''
*Network Locations
*Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Employee Database
*db1 (this will open Microsoft Access)
====To Add a New Employee====
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*New Employee
'''FILL OUT'''
*'''First Name'''
*'''Last name'''
'''CHOOSE THE APPROPRIATE FROM THE DROP DOWN MENU'''
*'''Department'''
*'''Title''' *'''Manager'''
*'''Business Unit Description'''
"Position" for example Employee, manager, Director or General Manager
'''Enter'''
*'''Extension''' that the IT department has assigned (if applicable)
*'''Fax''' (if applicable)
*'''Primary Email'''
'''Check'''
*'''Active Employee'''
*'''Buisness Card Holder'''
*'''On Report'''
*'''is this Internal Info'''
====Removing Staff====
====Where do I go====
'''CLICK ON'''
*Network Locations
*Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Employee Database
*db1 (this will open Microsoft Access)
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*Enter the last name of the employee you need to remove in the '''Search Field'''
*Uncheck '''Active Employee'''
*Uncheck '''On Report'''

[[Category:Workflows-Customer Service]]

Customer Service:Staff Database changes

2017-09-27T18:03:13Z

Cherylc:

==Overview==
===Adding or deleting staff from the Database to update the phone lists===
====Where do I go====
'''CLICK ON'''
*Network Locations
*Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Employee Database
*db1 (this will open Microsoft Access)
====To Add a New Employee====
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*New Employee
'''FILL OUT'''
*'''First Name'''
*'''Last name'''
'''CHOOSE THE APPROPRIATE FROM THE DROP DOWN MENU'''
*'''Department'''
*'''Title''' *'''Manager'''
*'''Business Unit Description'''
"Position" for example Employee, manager, Director or General Manager
'''Enter'''
*'''Extension''' that the IT department has assigned (if applicable)
*'''Fax''' (if applicable)
*'''Primary Email'''
'''Check'''
*'''Active Employee'''
*'''Buisness Card Holder'''
*'''On Report'''
*'''is this Internal Info'''
===To Remove An Employee===
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*Enter the last name of the employee you need to remove in the '''Search Field'''
*Uncheck '''Active Employee'''
*Uncheck '''On Report'''

[[Category:Workflows-Customer Service]]

Customer Service:Staff Database changes

2017-09-27T18:02:04Z

Cherylc:

==Overview==
===Adding or deleting staff from the Database to update the phone lists===
====Where do I go====
'''CLICK ON'''
*Network Locations
*Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Employee Database
*db1 (this will open Microsoft Access)
====To Add a New Employee====
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*New Employee
'''Fill Out'''
*'''First Name'''
*'''Last name'''
'''Choose the appropriate from the drop down menu'''
*'''Department'''
*'''Title''' *'''Manager'''
*'''Business Unit Description'''
"Position" for example Employee, manager, Director or General Manager
'''Enter'''
*'''Extension''' that the IT department has assigned (if applicable)
*'''Fax''' (if applicable)
*'''Primary Email'''
'''Check'''
*'''Active Employee'''
*'''Buisness Card Holder'''
*'''On Report'''
*'''is this Internal Info'''
===To Remove An Employee===
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*Enter the last name of the employee you need to remove in the '''Search Field'''
*Uncheck '''Active Employee'''
*Uncheck '''On Report'''

[[Category:Workflows-Customer Service]]

Customer Service:Staff Database changes

2017-09-27T18:01:10Z

Cherylc:

==Overview==
===Adding or deleting staff from the Database to update the phone lists===
====Where do I go====
'''CLICK ON'''
*Network Locations
*Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Employee Database
*db1 (this will open Microsoft Access)
====To Add a New Employee====
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*New Employee
'''Fill Out'''
*'''First Name'''
*'''Last name'''
'''Choose the appropriate'''
*'''Department''' from the drop down menu
*'''Title''' from the drop down menu
*'''Manager''' from the drop down menu
*'''Business Unit Description'''
"Position" for example Employee, manager, Director or General Manager
'''Enter'''
*'''Extension''' that the IT department has assigned (if applicable)
*'''Fax''' (if applicable)
*'''Primary Email'''
'''Check'''
*'''Active Employee'''
*'''Buisness Card Holder'''
*'''On Report'''
*'''is this Internal Info'''
===To Remove An Employee===
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*Enter the last name of the employee you need to remove in the '''Search Field'''
*Uncheck '''Active Employee'''
*Uncheck '''On Report'''

[[Category:Workflows-Customer Service]]

Customer Service:Staff Database changes

2017-09-27T17:54:57Z

Cherylc:

==Overview==
===Adding or deleting staff from the Database to update the phone lists===
====Where do I go====
'''CLICK ON'''
*Network Locations
*Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Employee Database
*db1 (this will open Microsoft Access)
====To Add a New Employee====
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*New Employee
'''Fill Out'''
*'''First Name'''
*'''Last name'''
*Choose the appropriate '''Department''' from the drop down menu
*Choose the appropriate '''Title''' from the drop down menu
*Choose the appropriate '''Manager''' from the drop down menu
*Choose the appropriate '''Business Unit Description'''
*Enter the '''Extension''' that the IT department has assigned (if applicable)
*Enter the '''Fax''' (if applicable)
*Choose the "Position" for example Employee, manager, Director or General Manager
*Enter the '''Primary Email'''
*Check '''Active Employee'''
*Check '''Buisness Card Holder'''
*Check '''On Report'''
*Check '''is this Internal Info'''
===To Remove An Employee===
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*Enter the last name of the employee you need to remove in the '''Search Field'''
*Uncheck '''Active Employee'''
*Uncheck '''On Report'''

[[Category:Workflows-Customer Service]]

Customer Service:Staff Database changes

2017-09-27T17:43:30Z

Cherylc:

==Overview==
===Adding or deleting staff from the Database to update the phone lists===
====Where do I go====
'''CLICK ON'''
*Network Locations
*Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Employee Database
*db1 (this will open Microsoft Access)
====To Add a New Employee====
'''CLICK ON'''
*Staff Info
*Add/Edit Employee/Contact
*New Employee
'''Fill Out'''
*'''First Name'''
*'''Last name'''
*Choose the appropriate '''Department''' from the drop down menu
*Choose the appropriate '''Title''' from the drop down menu
*Choose the appropriate '''Manager''' from the drop down menu
*Enter the '''Extension''' that the IT department has assigned (if applicable)
*Enter the '''Fax''' (if applicable)
*Choose the "Position" for example Employee, manager, Director or General Manager
*Enter the '''Primary Email'''

[[Category:Workflows-Customer Service]]

Customer Service:Staff Database changes

2017-09-27T17:18:05Z

Cherylc:

Customer Service:Staff Database changes

2017-09-27T17:10:33Z

Cherylc:

==Overview==
===Adding or deleting staff from the Database to update the phone lists===
====Where do I go====
CLICK ON
*Network Locations
*Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Employee Database
*db1

[[Category:Workflows-Customer Service]]

Customer Service:Staff Database changes

2017-09-26T19:18:50Z

Cherylc:

==Overview==
===Adding or deleting staff from the Database to update the phone lists===

*Click on Network Locations
*Click on Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Clink on Employee Database

[[Category:Workflows-Customer Service]]

Customer Service:Staff Database changes

2017-09-26T19:18:21Z

Cherylc:

==Overview==
===Adding or deleting staff from the Database to update the phone lists===

====

*Click on Network Locations
*Click on Employee Changes (\\Superserver) (M:) - ''If YOU DO NOT HAVE ACCESS TO THIS LOCATION PLEASE CONTACT THE IT DEPARTMENT''
*Clink on Employee Database

[[Category:Workflows-Customer Service]]