Store Support Tickets 

Any tickets that deal with the processes, practices, customers, products, and communication done within stores.

• The following types of Store Support issues require specific information. Please include the following when you submit your ticket:

  • If Customer Issue - Customer name, ID, transaction, and item.

  • If PO Issue - Vendor, PO Number, SKU/ISBN, and quantity.

  • If Product Issue - SKU/ISBN, product name, and PO (if applicable).

  • If Order Issue - Order number, customer name, Item SKU/ISBN, and serial (if applicable).

Customer Support Tickets 

Customer Support tickets should be submitted when you are interacting with a customer, but cannot resolve their issue alone. You can submit a Customer Support ticket on their behalf (and have visibility to follow up with them when a solution is provided).

• Customer Support issues may be for a manual refund request, for when they are unable to access a digital book, or another issue that you need another department's assistance in completing. Please include the following when you submit your ticket:

  • Customer name

  • Customer ID number (and/or email address)

  • Transaction number (if applicable)

  • Description of problem and the expected outcome

Course Material Receiving Support Tickets
Course Material Receiving Support tickets are for any course material receiving issues. 

• Please include the following information when you submit your ticket:

  • Issue Type

  • PO# and ISBN

  • Arrival Date

  • Photos of Labels, tracking #, packing slip, book front and back

  • If an item is not on the PO or the quantity is wrong please include the specific error you see.

  • For damaged books include photos of the damage and whether the package was damaged or just the book.

• Pro tips:

  • If you open a browser on your tablet or phone you can submit a ticket directly from the device and attach all pictures or necessary information right from the device.

  • To help track all of these issues in your store, it is a good idea to use a sticky note with all applicable information (type of issue, date ticket was submitted, name of person that submitted the ticket) and attach it to the book or box of course materials. Each store should have a space for discrepancies to place the labeled items as you are awaiting a response from support.

Tech Support Tickets 

Tech Support tickets should be submitted when dealing with a tech hardware issue, Slingshot network issue, or if a certain system (Juniper, Shopify, Logistics, Pro, etc.) is not working properly. 

• When submitting a Tech Support ticket, the more detailed information given, the better the IT team will be able to find the problem and correct it.

• When submitting a Tech Support ticket for a tech hardware issue, please include the following information:

  • Asset #

  • Device name and model number

  • Login information

  • The specific issue involved and any other specific helpful information

• When submitting a Tech Support ticket for a network or system issue, please include the following information:

  • Summary of what you’re experiencing and the steps in which you are following:

    • Provide order # if applicable, Serial ID, SKU’s, etc. that caused the issue

    • Explanation of the error you received, and the expected outcome

  • When submitting the error, please include FULL screenshots.

  • Does this have a scale? For example: Is this for one order in particular or all similar orders?

• Ask these questions before contacting Tech Support:

  • Have you tried restarting the device? 

  • Which computer in the store is having issues? 

  • Is the issue with all devices or one specifically?

  • How long has the issue been occurring? 

GM Issues Support Tickets 

GM Issues Support tickets are any tickets that deal with problems within General Merchandise including receiving POs, damaged items, inventory issues, pricing issues, etc. View the separate documentation for more detailed information about GM Support Ticket Guidelines.

• The following types of GM Issue support issues require specific information. Please include the following when you submit your ticket:

  • PO Issue/Needs to be built - Vendor, date received, picture of packing slip or shipping label, item type, color, size, and quantity

  • Product not on PO - PO number, picture of packing slip or shipping label, item type, color, size, and quantity

  • Damaged product - PO number, item description or SKU, color, size, and quantity of damaged product. Attach a picture of the damaged items so the GM team can send proof of the damage to the vendor.

  • Short-Shipped (hard count is less than what shows on packing slip) - PO number, item description or SKU, color, size, and quantity short-shipped, picture of packing slip indicating quantity short-shipped.

  • Retail price on tag from the vendor is different from retail price in Shopify - PO number, item description or SKU, color, size, and color, picture of the price tag showing a different price than what shows in Shopify.