Web Submission - Staples Copy & Print
Contents
1. Encourages the customer to print the page and bring it with them when they pick up their order Provides an Order Status link so the customer can check the status of their order gt The system sends the customer order to the appropriate store location queue and changes the Order Status to Pend Store Review gt An automatic email is sent to the store s email box alerting the store that there is an order waiting for approval in the system See Chapter One for more information on how to Process an Order 5 That s it The customer has successfully submitted their order Now they may choose to Continue Shopping go to Staples com or Logout Staples Inc Confidential amp Proprietary Order Confirmation Thank you for your order Print this page Confirmation Number 1200000042 To check the status of your order goto Order Status under My A Customer Information Pick up Location Ren Whitaker 0008 Staples 881 Worcester Road 401 423 2255 881 Worcester Road Natick MA 01760 Order Details Item Quantity Unit Cost Total Cost Ren Bird Cookbook 10 0 80 8 00 Taxes will be applied upon pick up Subtotal 8 00 Tax will be calculated during checkout at the store Fees 0 40 Coupons are accepted at the store upon pick up Pre Tax Subtotal 8 40 Continue Shopping Go to Staples com Order Confirmation Thank you for your order _Print this page Confirmation Number 1200000042 To check the status of2. Well done You ve just Processed and Produced a Web Order Next we ll review the last stage in the Web Submission process in Chapter Three Order Completion Payment amp Pick Up Staples Inc Confidential amp Proprietary 2 Preparing Web Orders for Web Submission User Manual f Pick Up amp Payment Chapter Three Order Completion Pick Up amp Payment Chapter Three Order Completion Pick Up and Payment At this point you have produced the order and completed all the corresponding quality checks Now it s time to prepare the order for payment and pick up by creating a Copy Hold in the POS system To Create a POS Copy Hold for Web Submission Orders 1 Review the order Payment Ticket Payment Ticket v Order Number 1200000052 The Payment ticket contains the following information gt Customer information Job i of i gt A list of all Jobs in the Order gt Skus for each component of the each Job in the Order gt Additional Job details such as a description of each sku quantity and a price subtotal Barcode for The appropriate barcodes to generate pricing a ass Staples Rewards amp Rush Fee barcodes if applicable Rewards Number a Total 73 50 J 12345678910 Note The Payment Ticket does not include taxes or coupon information 2 Take the scanner out of the cradle Scan all barcodes for each Job in the Order There may be multiple barcodes dep
3. eraptes Copysprintcenter Web Submission User s Manual oo Producing Preparing Web Orders for Web Submission User Manual Web ordea Pick Up amp Payment Introduction to Web Submission Table of Contents Chapter Topic Page Number Introduction _Introduction To Web Submission 1 3 Table of Contents 1 2 Why Web Submission 3 One Processing a Web Order 1 15 To Accept amp Process Web Submission Orders 1 5 Order Exceptions 6 13 1 Editing the Order Due Date Time 7 2 The Job Specification amp Customer Notes Conflict 8 10 3 The Customer Request Is Not Available 11 4 Routing an Order to the Hub 12 13 Web Submission Order Processing Questions 14 15 Two Order Production 1 2 Three Order Completion Pick Up amp Payment 1 3 To Create a POS Copy Hold for Web Orders 1 3 To Complete Web Submission Orders When the Customer Arrives for Pick Up 3 Four Customer Access amp Registration 1 4 To Help Customers Open a Copy amp Print Account 1 4 Staples Inc Confidential amp Proprietary 1 Web Submission User Manual Introduction to Web Submission auan Preparing Web Orders for Pick Up amp Payment Table of Contents Five Customer Login amp Order Placement 1 11 How Customers Login to Staples Copy amp Print Online 1 If Customers Forget Their Password or E mail 2 How Customers Select amp Upload New Files 2 3 How Customers Can Save and Access Files 4 Customer Production amp Finishing Options
4. If you determine their preferred options will change the final pricing of the order ask if it s possible for the customer to re submit the order with the correct information If the customer can re submit the order change the Job Status to Canceled To do this go to the Order Queue View Screen click on the Order Status drop down menu and select Canceled Then click the Update button When the revised order arrives process it accordingly If the Customer Can t Resubmit the Order Save the file to the MPS My Documents folder Change the Job Order Status to Canceled To do this go to the Order Queue View Screen click on the Order Status drop down menu and select Canceled Then click the Update button Handle it as an e mail order Staples Inc Confidential amp Proprietary Order Queue View Location Staples 659 Worcester Rd Search Last Name Update Fiter By Approved T4 Update Date Received Date Order 4 Due 10 1 2005 9 00 AM Change Submit Status Approved Update se Pend Store Review 5082538227 Phone No Total n Ap proved C In Production Ready for Pick Up Picked Up Canceled Order Queue View Location Staples 659 Worcester Rd Search Last Name Update Filter By Approved Update Date Received Date Page Order 4 Due 10 1 2005 9 00 AM Change Submit Status Approved Fa Update Cust Name Greg Gorham Color F
5. This will inform all CPC associates that the m Order Queue View Location 0779 Staples 115 Conley Road customer has confirmed the order instructions To do this click on the Notes link on the right hand side of the Order Queue View Then click on the Create Note button and type your message Be sure to mention that the final order price won t change Note You may also decide to write the customer s preferred San ious options on the Job Ticket This will be especially helpful if E A another CPC associate produces the Order Yellow paper The price will not be affected Horatio 3 Produce the order Staples Inc Confidential amp Proprietary 10 Web Submission User Manual Chapter One Order Placement Processing a Web Order Exception Three The Customer Requests a Copy amp Print Product Not Offered through Web Submission Example A customer submits a file and asks us to enlarge it to a 24 x 36 color poster Oversize color is not offered as a Web Submission product yet we can produce the order right Of course Notes Please print the file 24 x 36 in color Thanks O To Handle a Customer Product Request Not Available Online 1 Review the Due Date Time to see if it s possible to complete the order Prepare to negotiate a new Due Date Time if necessary 2 Call the customer Tell them you can complete the order but that it will be canceled in the system because that serv
6. 5 6 How Customers Review amp Edit Orders 7 How Customers Can Change Their Pick Up Location 8 How Customers Can Request a Rush Order 9 How Customers Handle Payment Final Order Details and Submit Their Order 10 11 Six Daily Order Queue Review 1 3 Web Submission Order Status Options 1 Update Web Order Status Options in the Queue 2 3 Staples Inc Confidential amp Proprietary 2 ae Preparing Web Orders for Web Submission User Manual Pick Up amp Payment Introduction to Web Submission Introduction to Web Submission Web submission is a very important part of our strategy to be the best provider of Copy and Print services to our customers This User s Manual will help you to understand the web submission system and how to operate it In the chapters to follow we ve included step by step instructions and screen shots of the key steps to help you along the way But first here are the reasons why Staples Web Submission is such an important and exciting initiative Why Web Submission Web submission benefits our customers because it gt Supports Easy Brand by providing a way for customers to submit orders without leaving their office Allows customers to specify the features of their CPC order Has no file size limitation E mail has a limit of 10 MB Lets customers see the price of their order before submitting it Provides tracking ability so that customers can see the status of their order online Provides fi
7. Details and Submit Their Order After the customer selects a Pick Up location and Due Date Time a Payment Details screen opens A message states that the customer must pay at time of pick up Note At the current time the customer cannot pay online with a Credit Card For now the customer clicks Continue A Review Order screen pops up with Customer Information Pick up location and Order Details The customer can make changes by selecting the Change link under the appropriate heading The customer can also enter their Rewards Number if they did not in the Registration process If everything is correct the customer should click the Submit Order button at the bottom of the screen Staples Inc Confidential amp Proprietary Checkout 2 Payment Details Pay At The Store Checkout Review Order Customer Information administrator Staples 659 Worcester Rd Change Contact Information 659 Worcester Rd Pick up Location ramingham MA 1701 Change Pick up Location Rewards Number Your Rewards is Enter Rewards Number Order Details ccepte Submit Order 10 Web Submission User Manual Chapter Five Customer Login amp Order Placement Three things happen at this point two of which are transparent to the customer gt An Order Confirmation page appears on screen The Order Confirmation Confirms that the order has been sent Tells the customer where to pick up their order
8. be necessary to route the order to your Hub IMPORTANT Before making changes to a customer s order make every effort to resolve any issues and complete the order as the customer requested If you have exhausted all other options call the customer first before making any changes to discuss alternatives Then if necessary follow the instructions provided to change the order in the system In addition we often call customers who bring us over the counter and email orders to suggest additional products and enhancements for their order However the typical web customer is likely to be particularly sensitive to these calls and may perceive them as an interruption or delay In addition web order customers will already have chosen their desired job options when they built their order Therefore please do not call customers about their web order unless there is a question or problem with it Staples Inc Confidential amp Proprietary Web Submission User Manual Chapter One Order Placement Processing a Web Order Exception One Editing the Order Due Date Time Overview The order due date time may need to be adjusted after the customer submitted the web order This may be for a couple of reasons A The customer may call you with a new Requested Due Date Time The customer can t make these changes themselves B You may determine that your store may not have the supplies staff or production capacity to produce the custo
9. ensure accuracy for the customer Staples Inc Confidential amp Proprietary Payment Ticket Order Number 1200009299 p e on onmes o oomen ama ED Customer Customer Jane Smith Address 123 Maln Street Phone 555 555 1212 City State Yourtown MA Email janecustomer yaya com Zipcode Job 1 of 1 Web Color Coples 1 Total 72 00 Tax is not included in the total COPY HOLD TRANSACTION TRAN NO 09852 REGISTER NO 005 DATE 01 19 2008 2 ITEM S 72 00 7 WEB COLOR COPIES 623729 Order No 1200008289 1 WEB FOLDING 623733 Order No 1200009299 544869 005 009852 0720 01 19 2006 08 40 08 A Company Name Name Phone Number 444 444 4444 Time Due 7 00a Total SKUs 2 a Description Qty u Barcode 623729 Web Submission User Manual Chapter Three Order Completion Pick Up amp Payment 9 Next go to the Order Queue View page and change Order Queue View Gaon SESS the Order Status to Ready for Pickup at the Job and ees m Order level To do this go to the Order Queue View ne alia Screen click on the Order Status drop down menu and SESE select Ready for Pick Up Then click the Update chen owen ke Dan Store Review button memes approved In Production Ready for Pick Up 10 The system will send an email to the customer alerting Picked Up Canceled them that the job is ready Note If you do not update this stat
10. the web order Monday at 9am the default due time is 9pm that evening If the customer sends a web order at 2am and your CPC opens at 8am the automatic due time would be 8pm that evening 1 Ifthe customer is dissatisfied with the turnaround time provided they can click the Request Rush button to request a new due date and time Note This is only a requested due date and time and not a guarantee that we can meet the deadline The system will not be able to determine if the job can physically be produced in the amount of time they have requested You will need to review the order to determine if the Requested Due Time is possible If we are able to accommodate there will be a fee attached to a rush order The Rush Fee is 5 of the Order Price 2 Next to the Request Rush button a message states that an Associate may contact the customer to confirm the Pick Up time 3 Next the customer clicks on the Continue button at the bottom of the screen IMPORTANT Regardless of whether we can or can t accommodate the Rush Request you should call the customer to either confirm or negotiate a new Rush Request Due Date Time Staples Inc Confidential amp Proprietary Checkout Where and When Where When Requested Due Date 10 20 2005 6 00 AM gt EDT Oick calendar below to modify Web Submission User Manual Chapter Five Customer Login amp Order Placement How Customers Handle Payment Final Order
11. 6 When the customer is satisfied that they ve entered the correct account and pick up location information they should click the Register button to confirm their choices Staples Inc Confidential amp Proprietary Po lw Find Locations Indicates required information Locate a US Store Address City State Please Select aes gt p i coa gt OR Store Number Select Location 1108 Staples 870 West Main Road 7 y Middletown RI 02842 Choose Location Search Again Create an Account 1108 Staples 870 West Main Road 870 West Main Road Web Submission User Manual Chapter Four Customer Access amp Registration That s it A screen will appear thanking the customer for successfully creating a web submission account An email will automatically be sent to the customer with their account registration information Create an Account Now that the customer has successfully registered they can begin using Staples Copy amp Print online by clicking on the confirmation Get Started button From there they can send their first order via Staples web submission Staples Inc Confidential amp Proprietary 4 Web Submission User Manual Chapter Five Customer Login amp Order Placement Chapter Five Customer Login amp Order Placement Once the customer has creat
12. S let s discuss another important aspect of processing Web Submission orders specifically Tracking the Status of each Job and Order You will need to update the status of each Job and Order at key points in the order s lifespan This will help monitor order progress and keep customers and other CPC associates informed about the order Here are the Status Options and what they mean We ll discuss each Status later in this chapter Pend Store Review A Web order has arrived but we haven t approved it yet Approved We ve reviewed the order and determined it can be produced on time Canceled We ve determined we cannot produce the order as requested Before canceling a Web Submission order you will need to call the customer to discuss alternatives More on this in a moment In Production The order is being produced Ready for Pick Up The Order is ready for customer pick up An automatic e mail will be sent to the customer letting them know that their order is ready IMPORTANT Remember to update this status or the customer will not be sent the email Picked Up The customer has picked up the order and paid for it Be sure to remember to close out the order by updating this Status Note Once the order has been picked up changing the Order Status to Picked Up is important because It enables customers to re order their order online It informs CPC associates that the order was picked up and paid f
13. al ta ihe p es ad boon fe Baal 5 it no file selected Upload Print Services PRINT SERVICES gt CREATE COPY PROJECT Number of Copies 1 File s ime 2 piela ng the browse button below Upload Digit Saved Files 2 Paper My Files cae Choose a previou ay uploaded file from the pulldown men paca w and then click the Add File button to add Please upload document files to your project usi Color or or choose from your stored files B amp W Color o ob Edit sav ed files ro eaa My unt tab at the top of this page and then choosing y File Select File comnacuane Add File File s Added to This Job ee nted i te ae niy poper r below Ple ny apo al i nde ihe Apes ptt ais Stab Web Submission User Manual Chapter Five Customer Login amp Order Placement Customer Production amp Finishing Options Now that the customer has successfully located and uploaded their files they can begin building their Copy amp Print order Here s how Under the File option we just discussed there is a list of production and finishing options The customer simply clicks on each option and makes their selections including A B Color or B amp W The customer selects if the order should be run on a Color or Black amp White copier They can also specify 1 page in color rest in black amp white Paper There are 3 pull down menus with options Paper size
14. at there are no copyright issues Note If you suspect that the file is large you can right click on the file name and then click Save Target As to save it to the MPS more quickly Print each Job Ticket in the Order by selecting the Print button at the top of the page The Job Ticket will be sent to the default B amp W copier Staples Inc Confidential amp Proprietary Order Queue View f Location 0779 Staples 115 Conley Road B r By All Statuses ate Search Last Name 4 Update Filter B by Due Date Received Date 5082535000 Order 1200000007 Status User Approved re Update Order 1200000007 Status User Approved Update Job Ticket Review your choices below To make a change click the edit link next to the feature you would like to change Overview e Copy sutenitted 9 28 2005 3 23 52 Unit Cost 0 36 Due 9 30 2005 6 00 00 PM Contact Information me Chris Moran e Phone 508 253 1488 City State Framingham MA Mail i Web Submission User Manual Chapter One Order Placement Processing a Web Order 10 11 12 13 14 IMPORTANT Retrieve the Job Ticket from the printer and refer to the CPC Production Tracking Log and Calendar to ensure that you can meet the customer s requested deadline In addition pay particular attention to a The Customer Notes Be sure that they are consistent with the rest of the Job Ticket details ote
15. b If the customer wants to delete a file that has been uploaded they simply need to select the box with the X to the right of the file How Customers Can Save and Access Files for Future Use The customer will have the option of saving this file to their online library and send it again in the future by checking the Save this file to use again later box Customer files will be stored for 180 days To access these files in the future the customer should select the Saved Files tab A drop down menu with previously saved files listed will appear The customer simply selects the file s they want then clicks the Add File button Staples Inc Confidential amp Proprietary Print Services PRINT SERVICES gt CREATE COPY PROJECT Number of Copies A File s 2 ete alias a ponso fenn A Ple ng the browse bation A bala choose from yo nh ed files Color or B amp W Color or Saved Files 2 sla Choo usly uploaded file from the pulldown men Gales and Ea click the Add File button to add feto you r job Edit saved files by clicking the My Account tab at the top of this page and then choosing iles Print Services PRINT SERVICES gt CREATE COPY PROJECT Ei File s os 0 files selected File s Please upload document files to your project using the browse button below or choose from your stored files Upload Digital Saved Files 2 Files Upload Clic aie labs ows e u file fro an
16. button to the right of each specification 5 Once the customer is satisfied with the Job Summary they should click the Add To Cart button at the top or bottom of the screen 6 The customer s Shopping Cart will appear showing all of the Jobs in their order as well as gt The Quantity of copies requested for each Job gt The Unit cost and a Total cost for each Job gt The Subtotal and Total cost for the entire Order The customer now has the ability to update the number of copies requested for each Job in the Order or to remove any all Job s from the Order Changes to either of these will affect and modify the price 7 Once the customer is satisfied with their order they may choose to either Continue Shopping and build more web submission orders or Checkout Be aware that by choosing Continue Shopping another Job is added to the Order Staples Inc Confidential amp Proprietary E Drilling aa Cookbook doc 1 Page x M Uploaded 10 19 2005 11 12 29 AM EDT Expiration 4 17 2006 11 12 29 AM EDT Folding No Folding 1A Notes Job Summary Please review your Order Summary and click the Add to Cart button to add the project to your order Job Summary Please review your Order Summary and click the Add to Cart button toad your order Smarts copy amp printonline Web Submission User Manual Chapter Five Customer Login amp Order Placement How Customers Can Change Their Pick Up Locati
17. ch we might Cancel a Customer s Web Order Answer A If the file is copyrighted B If the customer requests a product not currently offered via Web Submission C If the Requested Due Date Time is not acceptable an alternative time cannot be reached and the Hub cannot assist in producing the order D If you review the Job Specifications you noticed a conflict that changes the price Congratulations You ve just completed all the steps required to Process a Customer s Web Order Now it s time to Produce the Order Staples Inc Confidential amp Proprietary 15 ss Producin Preparing Web Orders for Web Submission User Manual Web Bene Pick Up amp Payment Chapter Two Order Production Chapter Two Order Production Before beginning production be sure that the following steps have been completed v The order is listed as Approved at the Order Queue View screen v The Job and Payment Ticket s have been printed v The order information has been written in the Production Tracking Log and Calendar according to standards outlined in Chapter One v The order has been properly saved to the My Documents Web Submission folder of the MPS For help with any of these tasks see Chapter One Order Placement Processing A Web Order Once these tasks are complete you are ready for production To Produce a Web Submission Order 1 Open the MPS My Documents Web Submission folder where the file s were sa
18. ckup 7 Once the customer has picked up and paid for the order es sa change the Order Status to Picked Up To do this go to the a Order Queue View Screen click on the Order Status drop vr aie Reeves down menu and select Picked Up Then click the Update TT oton AT BE E PendStore Review O we Approved In Production Ready for Pick Up Picked Up Canceled Staples Inc Confidential amp Proprietary 13 Web Submission User Manual Chapter One Order Placement Processing a Web Order Web Submission Order Processing Questions Question One How does the Web Submission system calculate the standard turn around time for an order Answer As the customer completes his order in Staples Copy amp Print Online the system provides the customer with an initial turn around time due date Currently the system is set to 12 business hours based on store hours of operation Example If the customer places the order at 9am on a Monday the default due time the customer receives is 9pm that evening If the customer sends a web order at 2am and your CPC opens at 8am the automatic due time would be 8pm that evening Question Two What if the customer isn t satisfied with the automatically generated due date time Answer The customer has the option of selecting Rush Order for a 5 fee Keep in mind a request for a Rush Order is only a Requested due time from
19. der building process cc ne Bronse tion to selecta fle rom your Save this file to use again later All files will expire after 180 Days Print Services 3 The customer will see a list of web submission options on the left side of the screen the first of which is 3 7 gt File s PRINT SERVICES gt CREATE COPY PROJECT Number of Copies k 4 The customer can locate the file s they want to send to Staples by clicking Browse 5 Once the customer has located a file they should double click on it which will attach the file or single click on it and select Open 6 Now that the customer has selected the file to send to Staples they should click Upload to save it to the Print Services server PRINT SERVICES gt CREATE COPY PROJECT Member of Copies MEE 7 The customer should continue to choose Files and A puan below or d Upload them until all files in this order have been pues umoa uploaded os ees Note Staples Web Submission system supports over 200 file types and automatically converts files to PDFs as they are uploaded making it easier for us to process and produce them See Web Submission FAQs at Staples work for the list of supported file types Staples Inc Confidential amp Proprietary 3 Web Submission User Manual Chapter Five Customer Login amp Order Placement 8 As each file is uploaded its file name will appear in the section of the screen labeled File s Added to This Jo
20. ed a profile in the system they can begin placing web orders To begin the customer simply logs in to the system builds an order and then sends it to the store of their choice How Customers Login to Staples Copy amp Print Online 1 Customer can access Staples copy amp print online two different ways They can go to www staples com and click a link for Se Ss the online Copy amp Print Center 2c Or they can access the website directly by visiting www staplescopycenter com 2 Staples Copy amp Print online will launch At the left side soe copyeprintonine mm of the screen customers will see a Login Window E To Log In the customer enters their username which is their email address and their password and then clicks Login Welcome to Staples Copy amp Print Online 3 The system will verify the user name and password and if correct it will display the post login home page The customer can now create their order Note If either the user name or password is incorrect the system will prompt the customer to re enter If they cannot remember their password refer to the next page Staples Inc Confidential amp Proprietary l Web Submission User Manual Chapter Five Customer Login amp Order Placement If Customers Forget their Password Coach the customer to 1 Select the Forgot your Password link on the left hand side of the Staples Copy amp P
21. el Blue Letter Standard Pastel Green Letter Standard Pastel Lilac fal Collation Collated Bind i Staple Front Cover Back H Cutting k Drilling p Folding No Froiing Notes Web Submission User Manual Chapter Five Customer Login amp Order Placement IMPORTANT Not all copy and print options will be available through web submission Do not direct customers to use the customer Notes option to request items unavailable through web submission Instead if a customer requests an item not offered online refer to Chapter One Exception Three To Handle a Customer Product Request Not Available Online For a list of all products offered online see Web Submission FAQs on Staples work Staples Inc Confidential amp Proprietary Web Submission User Manual Chapter Five Customer Login amp Order Placement How Customers Review amp Edit Orders 1 After selecting the production and finishing options for the order the customer should click the View Summary button at the bottom of the screen 2 Onthe Job Summary screen the customer will be asked to Name This Job 3 On the same page the customer will see a summary of their order including gt all production and finishing details gt the quantity of copies they want and gt the Unit and Subtotal Cost of the order 4 The customer should review this information and edit anything that is incorrect by clicking on the Edit
22. ending on the complexity of each Job Note The order shown on the right has only one Job associated with it Staples Inc Confidential amp Proprietary l Web Submission User Manual Chapter Three Order Completion Pick Up amp Payment 3 As you scan each barcode follow the POS prompt to enter each sku s Subtotal Price listed to the left of each barcode Continue this until all barcodes have been scanned and all Subtotals have been entered Next if the customer s Staples Rewards Number hasn t been entered into the POS yet review the Payment Ticket for a Staples Rewards Number barcode If you see a Staples Rewards barcode scan it Likewise review the Job Ticket for a Rush Fee barcode If you see one scan it and enter the Rush Fee dollar amount The Rush Fee charge is 5 of the order price Note A Rush Fee barcode will only appear on the Checkout screen if the customer had requested one Next print out the POS Copy Hold receipt Ensure that the pre tax Copy Hold subtotal equals the Payment Ticket subtotal Staple Copy Hold receipt along with the Payment Ticket to the Order Envelope IMPORTANT Web prices are set at nationwide pricing meaning that no matter where a customer lives or what store they send their order to they will receive web pricing Web pricing may be slightly different from your normal store pricing For this reason it is important to key in the prices shown on the Payment Ticket to
23. ete the order on time call the customer and try to negotiate a new Due Date Time See To Edit the Order Due Date Time in this Chapter 3 If the Hub can complete the order provide the Order Number to the Hub so they can access the order online through their MPS 4 Next change the Status of the order to Approved Order Queue View scion ses fo rend E To do this go to the Order Queue View Screen click on the a C E r UUU Order Status drop down menu and select Approved Then TOEA iii z click the Update button ona a eE mn vao Pend Store Review 2538227 5 Enter the order into the Production Log so all CPC associates accion are aware the order is at the Hub continued on next page b Canceled Staples Inc Confidential amp Proprietary 12 Web Submission User Manual Chapter One Order Placement Processing a Web Order 6 The Hub will send the completed order back to your store Order Queue View Location Staples 659 Worcester Rd After quality checking packaging and preparing the order for i E o payment change its Status to Ready for Pickup He er ual Cos i To do this go to the Order Queue View Screen click on the a E dte Order Status drop down menu and select Ready for Pick Up a Approved Then click the Update button This will send an automatic a AA to the customer letting them know the order is ready for Ea pi
24. he order status must be changed to Picked Up b Is the customer s requested due date already past c Does the customer need to be called to remind them that their order is ready for them to pick up 6 Filter the orders by Picked Up status Review the list to ensure that none of the orders listed were accidentally marked as picked up If so contact the customer immediately to advise them when their order can be picked up Once an order is marked as picked up it cannot be changed 7 Lastly filter the orders by Canceled Review the list to ensure that none of the orders listed were accidentally marked as Canceled If so contact the customer immediately to advise them when their order can be picked up Once an order is marked as Canceled it cannot be changed Order Queue View Location 5082538227 Staples 659 Worcester Rd Approved In Production Ready for Pick Up Picked Up Canceled Order Queue View Locatior 5082538227 Order Queue View Location Search Last Name Sort by Due Date Received Date Order 4 Due 10 1 2005 9 00 AM Change 5082538227 n Staples 659 Worcester Rd Update Total q Staples 659 Worcester Rd Approved Pend Store Review In Production Ready for Pick Up Picked Up Canceled 7 Update Subm Approved Pend Store Review In Production Ready for Pick Up P
25. ice isn t offered via web 3 Let them know the price of the order by creating a Copy Hold 4 If they approve the price and Due Date A Save the file to the MPS My Documents folder B Change the Job Order Status to Canceled To do this go to the Order Queue View Screen click on the Status drop down menu and select Canceled Then click the Update button C Handle it as an e mail order Staples Inc Confidential amp Proprietary Order Queue View 5082538227 Notes 1 Pend Store Review Approved In Production Ready for Pick Up Picked Up Canceled 11 Web Submission User Manual Chapter One Order Placement Processing a Web Order Exception Four Routing an Order to the Hub IMPORTANT If you route an order to the Hub your store will need to update the Status of the Order from Order Approval to Completion The Hub cannot update the Order status Overview Occasionally your store may not have the supplies staff or production capacity to produce the customer s order by their requested due date Or perhaps you prefer not to tie up your machines with a large order In this case an alternative to complete the order may be to route the order to your Hub To Route an Order to the Hub 1 Print out the Job Ticket s Make note of the Order Number 2 Call the Hub to be sure they can complete the order and ship it back to your store by the due date If the Hub can t compl
26. icked Up Canceled It is essential that Copy amp Print Center Associates follow this review process every day to ensure that Web orders move properly through production and that CPC associates and customers are given accurate and timely information about order statuses Staples Inc Confidential amp Proprietary
27. ietary Create an Account Step 1 of 2 Contact Information What high school did you graduate from rm Terms and Conditions All rights reserved No Create an Account Web Submission User Manual Chapter Four Customer Access amp Registration Here are the steps the customer will take to select a default web submission location A The system will ask the customer to enter a location by entering either the city and state zip code or store number The store they select is where they would like to pick up their order The customer then clicks Go B The system will automatically show the Staples locations closest to the address in the customer s profile To select one of these locations the customer should click the Check Copy amp Print Online Availability text to the right of the store s address to ensure the store has gone live with web submission C Next the customer has the option to Choose the Location or if the customer wishes to search for a different location they can select the Search Again button and enter another City amp State Zip code or Store Number Note During the actual ordering process the customer will have the ability to select a different store than their default location to produce their work This can come in handy for business travelers who travel to other states or cities and wish to have their work produced at the closest Staples store
28. it by the customer s requested date and time In Production The order is in the process of being produced either by the store or its hub Ready For Pickup The order is ready to be picked up by the customer Note that changing an order to this status automatically sends an email to the customer telling them that their order is ready to be picked up Picked Up The customer has picked up and paid for their order Canceled The customer s order had to be canceled from the system Note Only a store is able to cancel an order customers do not have the ability to cancel an order from the system Staples Inc Confidential amp Proprietary l Web Submission User Manual Chapter Six Web Submission Daily Queue Review Update Web Order Status Options in the Queue It is very important to review orders in the queue every day to ensure the order statuses are correct Remember other CPC associates and customers rely on this information to be accurate Here are the key steps and processes that should be followed every day to ensure that the Web Submission order status information is accurate 1 Log into the web submission site 2 Go into View Web Orders 3 First filter the orders by Pend StoreReview Look at the list of orders that appear and answer the following questions about each a Was the order received today b Was the order received more than several hours ago If so ensure the order is reviewed as
29. le storage to make it easier for the customers to manage their documents Vv Vv VV V WV Supports over 200 file types and automatically converts them to a PDF when submitted so customers can be confident we support their application gt Lays the groundwork for future full integration with Staples com Full integration will allow customers to submit CPC orders online order other Staples products pay for everything on line and have their order shipped directly to them THAT will make things EASY Web submission benefits Staples Copy amp Print Centers because it gt Enables us to tap into a large pool of customers that may not be aware of our Copy Center offerings gt Automatically sends an email to customers when their order is Ready for Pickup gt Makes pricing and ringing up sales at the POS easier Prices are generated by the web system and will be printed on pre barcoded sheets gt Provides detailed information about web sales such as dollar value number of clicks customer information etc something not readily available today Once you become more familiar with Web Submission we are confident you will agree that it is an enormously useful service for our customers So take the time to review this User Manual and get comfortable with the system and together we will become the premier copy and print service provider for all our customer s needs Staples Inc Confidential amp Proprietary 3 _ Processing Ja
30. ledger legal and letter Paper type standard bright cardstock resume etc Paper color based on previous two choices this menu will show what colors are available Note The color of the paper on the screen may not accurately represent the actual paper color as monitors may be calibrated differently This is relayed to the customer as well Sides Single sided or double sided Collation Collated versus uncollated Bind Staple Customer chooses from the available options such as Stapling Comb Binding etc Front Cover Customer chooses from the available options such as Clear Cover No Cover etc Back Cover Customer chooses from the available options such as No Back Cover etc Cutting In half vertically or horizontally in Thirds or in Quarters Drilling 3 Hole Drill or No Punching Folding Customer chooses among the available options such as Z fold or No Folding etc Notes The customer may type any special instructions about the job here Be sure to pay close attention to this section as you process the order Staples Inc Confidential amp Proprietary Print Services tT File s 1 files selected Color or B amp W Solor woo Ej Paper Choose Paper Please select the type of paper you d like for your project Letter 8 5 x 11 4 2 Choose Type Pastel 20 Ib 3 Choose Paper Letter Standard Ivory Letter Standard Past
31. mer s order by their requested due date In this case you would call the customer to discuss alternatives then follow the instructions below O To Edit the Order Due Date Time 1 Inthe Order Queue View find the order that requires changes to the due date Click the Change link next to the order s due date 2 Modify the date time using the pop up calendar IMPORTANT If you and the customer can t come to an agreement on the new Due Date Time cancel the order using the instructions below O To Cancel a Web Submission Order 1 Apologize to the customer for any inconvenience 2 Then change the Status of the Order to Canceled To do this go to the Order Queue View Screen and find the order that must be canceled Click on the Order Status drop down menu and select Canceled Then click the Update button Staples Inc Confidential amp Proprietary Order Queue View Location Staples 659 Worcester Rd 10 20 2005 6 00 AM EDT ick calendar below to modify 7 12 00 06 00 12 00 06 00 01 00 07 00 01 00 07 00 20 21 22 02 00 08 00 02 00 08 00 23 24 25 26 27 28 29 03 00 09 00 03 00 09 00 30 31 04 00 10 00 04 00 10 00 05 00 11 00 05 00 11 00 Order Queue View Location Staples 659 Worcester Rd Notes 1 vasi Pend Store Review 5082538227 e EN Total Clicks Ap proved C In Production Ready for Pick Up Picked Up Canceled Web Submission User Manual Chapter One O
32. mmmselellelare Preparing Web Orders for Web Submission User Manual Web Orders Wet fence Pick Up amp Payment Chapter One Order Placement Processing a Web Order Chapter One Order Placement Processing A Web Order If you are reading this guide chances are you are preparing to process a customer s web submission order Even if you don t consider yourself a computer expert don t worry If you follow these instructions you ll become familiar and comfortable with the process in no time So let s get started O To Accept amp Process Web Submission Orders 1 Check your CPC s Outlook mailbox at least once an hour for an e mail notification that a new Web Order has arrived Gai COPY printcenter 2 Open the e mail Click on the link to the Web Submission site Note You may also go to Staples Copy amp Print website directly using the link on your MPS device Go to the Start menu then Staples links and choose the Web Submission link 3 Login Your User Name is your CPC s email address ccstore staplescopycenter com For example cc1234 staplescopycenter com Your password will be provided to you once your store is certified to go live sures copy printoniine 4 Once logged in click View Web Orders O e Welcome Staples Copy amp Print Center Associate Staples Inc Confidential amp Proprietary l Web Submission User Manual Chapter One Order Placement Proce
33. nd Web Orders to your Copy amp Print Center Let s review the customer side of the process now Staples Inc Confidential amp Proprietary 3 Web Submission User Manual Chapter Four Customer Access amp Registration Chapter Four Customer Access amp Registration Customers can get access to Staples Copy amp Print online using a link on www staples com or by visiting www staplescopycenter com To submit a web order customers may use their existing Staples Copy and Print Online account or if they are a first time user they may create a new account en eee There are a variety of resources available to the customer if they need assistance including Frequently Asked Questions posted on www staplescopycenter com An online customer tutorial also on the site A Help link on the site which provides the customer service number 1 800 378 2753 This number connects customers with a Staples com Customer Service Representative who is trained to assist customers with Web Submission issues If a customer asks you for help setting up an account you can assist the customer using the steps below O To Help Customers Open a Staples Copy and Print Account 1 Tell the customer to go to www staplescopycenter com This will bring the customer to the Staples copy and print landing page The customer then clicks a link for online copying The web submission site will launch and a window will ap
34. on Once the customer clicks Checkout they are asked where and when they d like to pick up their order The default pick up location will be the location the customer selected during the registration process If customers wish to have an order completed and ready for pick up in a different store they should 1 Click the Change link next to their default location Checkout Where and When 2 A Find Locations window will open Customers Dra i O should search for a new store based on City amp State baon Zip code or Store Number Then click Go e 3 A list of the stores that are closest to the desired location will appear The customer should then click the Check Copy amp Print Online Availability link next to the location they prefer 4 Next the customer has the option to Choose the EEE Location or if the customer wishes to search for a 8059 W Preece Drive different location they can select the Search Again 208 375 5550 button and enter another City amp State Zip code or Choose Location Search Again Store Number Staples Inc Confidential amp Proprietary 8 Web Submission User Manual Chapter Five Customer Login amp Order Placement O How Customers Can Reguest a Rush Order The system is currently set to return a default turnaround time of 12 business hours This is automatically generated by the system based on store business hours Example If the customer places
35. or Staples Inc Confidential amp Proprietary Location Staples 659 Worcester Rd Pend Store Review Approved In Production Ready for Pick Up Picked Up Canceled IMPORTANT Every time you update the Job Status you must click the Update button after you select from the Job Status drop down menu Status Canceled Update If you don t the Status Change will not update Web Submission User Manual Chapter One Order Placement Processing a Web Order At this point in these instructions you have received and reviewed a the customer s file and saved it to the MPS system In Web F F Submission terms we will consider the order as officially See dalih eia __ Approved So let s change the Status of this order following the next set of instructions rs moekas EMR Pend Store Review 15 To update a Job or Order Status go to the Administrative ee Tools Tab then to the Order Queue View screen Next use aaa fd ep the Status drop down menu to change the Order Status to Canceled Approved and click the Update button 16 Next open and print the Payment Ticket for the order by See ee ee ee ee i clicking the Payment Ticket button When the Payment Ticket sron asta E Tee Peor Asanes i opens click on the Print button on the upper right side of the jii _ page 1200000003 pm eee 2 00 Changestetus z Note Once the
36. order is complete you will use the Payment Ticket to create a Copy Hold for the Order We ll discuss this Payment Ticket in greater detail in Chapter Three Order Completion Pick Up Order Number 1200000035 Total skus 4 amp Payment Customer 17 Retrieve the Payment Ticket from the printer and staple it to G me eo einen n the front of the order envelope e 623731 a vecwos c cco TMM 18 Begin production See Chapter Two Order Production 23729 623734 IMPORTANT If you notice problems with the customer s order or if you are concerned about meeting the customer s deadline refer to the next section of this Chapter Order Exceptions Staples Inc Confidential amp Proprietary 5 Web Submission User Manual Chapter One Order Placement Processing a Web Order Overview Order Exceptions We ve just discussed the basics of processing a customer s web submission order There will be times however when you may need to perform a few extra steps to meet the customer s needs For example gt After exploring all production options you determine that the customer s requested order due date time cannot be met In this case you would need to call the customer to discuss a new due date time gt You may notice the Job Specifications and the Customer s Notes conflict or you may have questions about the Job Specifications gt The customer requests a product that is not currently offered on the Web gt It may
37. ormy Email greg gorham staples com No of Copi Pend Store Review Phone No 2538227 Total Clickd 5082538227 ee Approved In Production Ready for Pick Up Picked Up Canceled Web Submission User Manual Chapter One Order Placement Processing a Web Order Exception Two continued The Job Specifications and Customer Notes conflict and there ISN T a price difference Note As previously mentioned it will be more common that Job Specification conflicts WILL result in a price change and require that you follow instructions on the previous page For more information about web submission pricing see Web Submissions Frequently Asked Questions posted on Staples work Overview Imagine you ve reviewed each Job Ticket in an Order and noticed there are discrepancies between the icon Options the customer has chosen but there won t be a price difference when the completed order is rung into the POS For example the Job Ticket lists Pastel Salmon as the Paper piai Selection but in the Notes section the customer requested the order be run on Pastel Yellow paper Since both papers are pastel papers the price will be the same OGOS Letter Standard Pastel Salmon L ys Notes Please copy on Pastel Yellow paper Thanks O To Resolve A No Price Change Job Specification Conflict 1 Call the customer to determine which option they want 2 Once this has been clarified make a note of the customer preferences
38. pear with a welcome message as well as information about some of the benefits of using Web Submission Customers can create a new account by clicking on the Register link Staples Inc Confidential amp Proprietary l Web Submission User Manual Chapter Four Customer Access amp Registration 2 If the customer chooses to Get Started they will be asked to provide the following information for their profile Name Address Phone number s Staples Rewards number Email address This information will be used to populate their Job Tickets when they submit an order The customer will then create a password and will be asked to select and answer a security question in the event they forget their password The customer will then be asked to agree to Staples Web Submission Terms amp Conditions To agree the customer should check the I accept the terms in the license agreement box at the bottom of the Create An Account screen and then Continue Next the customer will be asked to select a default Store location for picking up orders by clicking Choose Location The customer s account will be linked with this location because it is the store most likely to produce their order and the store from which they would most likely prefer to pick up their order Note The customer always has the option to change the Pick Up location on an order to order basis Staples Inc Confidential amp Propr
39. rder Placement Processing a Web Order Exception Two The Job Specifications and Customer Notes conflict and there is a price difference between options Note Most order conflicts will result in a price change and will require you to follow the steps below For more information about web submission pricing see Web Submissions Frequently Asked Questions posted on Staples work Overview Imagine you ve reviewed each Job Ticket in an Order and noticed there are discrepancies between the icon Options the customer has chosen and what the customer typed in the Notes section This is an important issue to address especially when each option creates a different price for the customer What should you do Before we answer this question first let s consider Why might a customer s options and notes conflict They may be unclear about services offered on the online form For example the Job Ticket lists No Finishing as the Finishing option but in the Notes section the customer requests Spiral Binding They may simply prefer to type notes rather than select options from the form They might have made a mistake on the form Staples Inc Confidential amp Proprietary Folding Web Submission User Manual Chapter One Order Placement Processing a Web Order CJ 5 To Resolve a Price Change Job Specification Conflict Call the customer immediately to determine how they want their order produced
40. rint Home page Enter their email address Answer the Security Question the system asks them If their answer is correct they can enter a new password Click the Save Password button The system will then send them back to the Login page Note If customers forget the email address they used to open their account direct them to call customer service at 1 800 378 2753 How Customers Select amp Upload New Files Once the customer has successfully logged in another screen will open to remind the customer that although they may place orders online they ll need to pay for and pick up the order at a Staples store The customer clicks Get Started after reading this message Note If the customer is unfamiliar with creating online copy orders they can also choose Help Topics at this point Staples Inc Confidential amp Proprietary smes Copy printonline sares COpy printonline Get Started Help Topics Web Submission User Manual Chapter Five Customer Login amp Order Placement 2 The Print Services Window will now open A field labeled Number of Copies will appear at the top Print Services PRINT SERVICES gt CREATE COPY PROJECT right corner of the screen The customer may choose to BRAD enter the Number of Copies they wish to have a ee produced at this point or they may choose to do so at Umiss ital ses rs other points throughout the or
41. s Please copy on Pastel Yellow paper Thanks Note We ll discuss what to do if the Notes and Job Details conflict in a later section of this chapter b The Quantity specified in the order Validate that you have the inventory and production time to complete the order by the requested due time date If your store can meet the customer deadline copy the order information from each Job Ticket into the CPC Production Tracking Log and Calendar Be sure to list multiple Job tickets individually and consecutively in the Production Log Label each Job as Job of Note If your store cannot meet the customer s requested due date refer to the next section of this chapter Exception One Editing the Order Due Date Time Next copy the Customer s Name and the Order Number as written in the CPC Production Tracking Log on the Order Envelope Flap Staple each Job Ticket to an order envelope and place each envelope in the Production Queue Note Use a separate envelope for each Job Ticket Next save the file s to the local MPS My Documents Web Submission folder Name the file using this format CustomerLastName_FirstInitial_JobName For example King_S_TheShining if the Job Name was submitted as The Shining Staples Inc Confidential amp Proprietary 3 Web Submission User Manual Chapter One Order Placement Processing a Web Order Now that you ve saved the file s to the MP
42. soon as possible and the appropriate action such as approving the order or contacting the customer to resolve any problems with the order is taken 4 Next filter the orders by In Production Look at the list of orders that appear and answer the following questions about each order a Are the orders actually in production b Have the orders been in production for an excessive amount of time c Is the customer s requested due date coming up very soon or has it already past Staples Inc Confidential amp Proprietary Order Queue View Location Staples 659 Worcester Rd Search Last Name Update Sort by Due Date Receive d Date Order 4 Due 10 1 2005 9 00 AM Change Subm Cust Name 5082538227 Order Queue View Location Pend Store Review Staples 659 Worcester Rd Approved In Production Ready for Pick Up Picked Up Canceled Search Last Name Update Sort by Due Date Received Date Order 4 Due 10 1 2005 9 00 AM Change Subm 5082538227 Pend Store Review Approved In Production Ready for Pick Up Picked Up Canceled Web Submission User Manual Chapter Six Web Submission Daily Queue Review 5 Now filter the orders by Ready for Pickup Look at the list of orders that appear and answer the following questions about each order a Have the orders truly not yet been picked up by the customer If they have indeed been picked up t
43. ssing a Web Order You will now see the Order Queue View screen All of the Orders that have been sent to your store will be listed here Note that each order has a unique order number In addition the Order Queue View screen contains a lot of useful information to help you process the order J Sort the orders by Received Date so that orders appear according to the date they were received To do this click on the Received Date text link next to the Sort by option Note You can also narrow your search by clicking on the Filter by field on the upper right side of the screen Then select the desired filter option and click Update IMPORTANT An Order may consist of multiple parts called Jobs This will become important as we process the order If the order has multiple jobs to it they will be listed as of e g 1 of 2 2 of 2 Next click on the Job Ticket button to open a summary of that job The Job Ticket shows An overview of the job Customer information A list of the files that the customer has submitted to us A detailed description of how the Job should be produced Customer Notes if any were entered Review each Job Ticket carefully to make sure the information makes sense Pay close attention to the Customer Notes section in case the customer added specific Job instructions there Then open each customer file by clicking on the file name Review each document to ensure it arrived intact and th
44. the customer We have not yet committed to this due time IMPORTANT If you are not able to meet the customer s Rush Order request call the customer IMMEDIATELY to alert them to the issue Ideally you and your customer can work out another means of getting their order completed See To Edit the Order Due Date Time Page 7 of this Chapter Question Three What if I am unable to find an acceptable solution to meet the customer s deadline Answer Follow these steps 1 Apologize to the customer Let them know we cannot complete their order at this time 2 Return to the Order Queue View and change the order status to Canceled To do this go to the Order Queue View Screen click on the Order Status drop down menu and select Canceled Then click the Update button Staples Inc Confidential amp Proprietary 14 Web Submission User Manual Chapter One Order Placement Processing a Web Order Question Four What should I do if lack of inventory will prevent me from meeting the customer s due date time Answer Follow the same operational procedures that you would under regular circumstances such as Borrowing supplies from another store Routing the order to the Hub Calling the customer to discuss a longer turnaround time running their order on a different stock if need be running part of their order now and the rest later OWP Question Five What are the circumstances under whi
45. us the customer will not know that their order is ready to be picked up To Complete the Web Submission Order Once the Customer Arrives for Pick Up 1 When the customer arrives to pick up the order ask them to review it carefully including the order itself all Job Tickets the Payment Ticket and Copy Hold 2 If the customer is satisfied scan the barcode at the bottom of the Copy Hold receipt and obtain payment Note If we haven t already collected the customer s Staples Reward Number be sure to do this now 3 Complete the transaction by thanking the customer Order Queue View cote suis esr sr z then go back to the Order Queue View screen and a C TE aer UU change the job status from Ready for Pickup to iit iia sl D Picked Up To do this go to the Order Queue View order 4 Due 10 1 2005 800 am chanse EEEE ew Gare a Screen click on the Order Status drop down menu am Seem SZ Pend Store Review Wp n N n a oo A d and select Picked Up Then click the Update Re button Ready for Pick Up Picked Up Canceled Note The system will record the Order as complete and make it available to the customer for Reorder 4 Mark the order as complete in the Production Tracking Log and Calendar Nice Work You ve just completed the Web Order Submission Process The next two chapters illustrate what the customer sees when they submit a web order This may help you coach customers who wish to se
46. ved Note See Chapter One To Accept amp Process Web Submission Orders Step 13 to learn more about how to properly save a web submission files to the MPS 2 Double click the name of the file you wish to open 3 Print a proof Be sure to use the appropriate printer color or black amp white and follow customer specifications SS or DS paper stock stapled or not stapled 4 Review the Proof and perform a Quality Check If the Proof meets our quality standards initial the order envelope in the Proof Set box Staples Inc Confidential amp Proprietary l Web Submission User Manual Chapter Two Order Production 5 Next aS you begin to produce each Job in the Order change the Job Status of each Job from Approved to In Production To do this go to the Administrative Tools Tab gt Order io eee E PendstoreReriee Queue View Then click on the Status button to access wm Approved a p In Production the drop down menu and click Update Ready for Pick Up Picked Up Canceled 6 As each Job in the Order is completed initial the Production box of its order envelope 7 Likewise as you complete any Finishing work for a Job in the Order initial the Job s order envelope in the Finishing box This may include binding folding etc 8 Follow the same process for Final Inspection s Initial each order envelope in the Final Inspection box
47. your order goto Order Status under My Account Customer Information Pick up Location Ren Whitaker 0008 Staples 881 Worcester Road 401 423 2255 881 Worcester Road ren hotmail com Natick MA 01760 Order Details Item Quantity Unit Cost Total Cost Ren Bird Cookbook 10 0 80 8 00 pplied upon p p Subtotal 8 00 lated duri Fees 0 40 p accepted at t Pre Tax Subtotal 8 40 Continue Shopping Go to Staples com 11 Web Submission User Manual Chapter Six Web Submission Daily Queue Review Chapter Six Web Submission Daily Queue Review In this chapter you will learn how to perform important steps to ensure that the orders in your Web Submission Queue are addressed in a timely manner Web Submission Order Status Options In any business it is very important to manage customer orders efficiently and effectively This is certainly true for Staples Web Submission orders Keeping the status of all web submission orders up to date ensures that Web Submission order statuses are reliable and that all who work on customer orders can easily find the status of any given order Web Submission has several order statuses as discussed throughout this User Manual Here is a quick review of what each status means Web Submission Order Status Options Pend StoreReview Pending Store Review These orders have not yet been approved by the store Approved The store has reviewed and approved the order and can complete
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