Online Bookstore - FAQs Updated on 5/24/2016 8:40:00 AM

Transcription

1 Using the Online Bookstore Online Bookstore - FAQs Updated on 5/24/2016 8:40:00 AM 1. What are the Online Bookstore Websites? 2. Login to Online Bookstore 3. What can be purchased on the Online Bookstore Strayer Students and JWMI Students 4. Place an Order (Quick Reference Guide) 5. Place an Order (Summary) 6. Track or View Orders 7. Print a Receipt 8. How to Return an Item Strayer Students and JWMI Students 9. Cancel an Order Access Codes 10. Resend Access Code 11. Invalid Access Code 12. How to access the TKI, Disc, and Cases- JWMI Students 13. Use an Old Access Code for Retaking a Class 14. Stand-Alone Access Code ebooks 15. How to Access ebooks on a Computer Strayer and JWMI Students 16. How to Access ebooks on Phone or Tablet 17. How to Download ebooks to your Computer 18. Cancel or Return an ebook Strayer and JWMI Students 19. with ebook Access Not Received 20. Incorrect ebooks on Bookshelf or ebooks Missing from Bookshelf Strayer Students and JWMI Students 21. Error Message when Accessing ebooks Laptops 22. Discounted Laptop offer 23. How do I buy a discount laptop? 24. Is this different from the free Bachelors laptop program? 25. Can I use Financial Aid towards a laptop? 26. My book voucher expired, but I want to purchase a laptop. Can I still use my Financial Aid? 27. Can I purchase more than one laptop?

2 28. Is the laptop returnable? 29. How do I track my laptop shipment? 30. What if I don t get my laptop even though the tracking says it was delivered? 31. What if the laptop is sent back because I was not home to sign for it? 32. What if the laptop arrives with shipping damage? Can I get it replaced? 33. What if the laptop arrives and it s not working or I have technical issues with it? Who do I call? General Questions 34. What are Duplicate Orders? 35. When Do Orders Ship? 36. Print-on-Demand Textbooks 37. Courses Not Showing in Shopping Cart or How to Add a Course 38. Student Voucher over Limit, Requesting Credit Card Payment for Balance 39. Used Books 40. Buy Backs 41. Download Microsoft Items 42. What is in a Pre-Filled Flash Drive? 43. Students with a Disability 44. Tax Exemption 45. Lost Shipments 46. Student Financial Services 47. Can I Get a Pre-order Estimate 1. What are the Online Bookstore Websites? Strayer University: Jack Welch Management Institute: 2. How to Login to the Online Bookstore Login to the Online Bookstore through icampus: Access your custom bookstore by logging into your icampus page. On your icampus homepage under Quicklinks (on the left), click on Buy Strayer Books or Buy JWMI Books to begin ordering. BACK to Top of FAQs Page 2 of 13

3 3. What can be purchased on the Online Bookstore Strayer and JWMI Students Required and optional textbooks, ebooks, access codes, and supplies may be purchased from the bookstore using a credit card or book voucher. You may purchase an optional Print-on-Demand (POD) copy of the text from the bookstore once you have purchased the ebook. A POD is a low cost, low resolution (black & white) bound softcover version of the textbook. This is an optional purchase. Most PODs are only $25-$35 and can be purchased with a book voucher beginning 7-10 days prior to the start of the term. PODs are not returnable 4. How to Place an Order (Quick Reference Guide) There is a Quick Reference Guide that shows you how to place an order. You can access the guide after logging into the Online Bookstore through icampus. Once logged in you will be brought to the "My Shopping Cart" page. On the right side of the page is a "What Do I Do?" section. Click the link for the Quick Reference Guide. 1. Strayer Quick Reference Guide can be found at: 2. JWMI Quick Reference Guide can be found at: 5. How to Place an Order (Summary) Here is a summary of how to place an order, which is outlined on the Quick Reference Guide: Log on to the Online Bookstore by going through icampus or the direct bookstore link. There are essentially 4 steps to place an order. 1. My Shopping Cart: The first page to come up will be My Shopping Cart that will list your required items for your specific courses. You are only able to see items for the courses you are currently registered for. Accept or decline the items you want to purchase and click continue. Optional items are listed on the lower portion of the page. Please understand that if you exceed your School Voucher limit you will be prompted to enter a credit card number to pay the difference. 2. Shipping Information: Enter your shipping address information (please understand UPS does not ship to a PO BOX). You should select School Voucher as payment, if available. If you exceed your School Voucher limit, you will be prompted to enter a credit card number to pay the difference. Click continue. 3. Review Your Order: You may modify your order or shipping information by reviewing this page. To modify book order, click "Modify Book Order", to modify shipping information, click "Modify Shipping or Billing Information". Once the order is correct, click the "Submit My Order" button. BACK to Top of FAQs Page 3 of 13

4 4. Confirmation: An order number will be assigned to the order and displayed. For any items on backorder, we will immediately ship you the item when it becomes available. Once the order is made, you will receive an confirmation. You will receive a second once the order ships, and third once the order is delivered. 6. How to Track or View Orders Once a tracking number is assigned to your order it will appear on the "Order History" page of your online bookstore site next to the order number. You can click the tracking number to view more information. If the order has not shipped yet, its estimated ship date is listed. To view details of the order click the voucher number. ebooks are listed separately under VitalSource e-content at the bottom of your order. You can access your VitalSource bookshelf from your Order History by clicking the "Access Content" button above the VitalSource econtent listing. 7. How to Print a Receipt You can print a receipt directly on the bookstore s Order History page. Log into the bookstore site through icampus and for all orders placed or any credits received, click on the Voucher/Order # and your order will open. This will show all items accepted and all items declined. It will also provide a breakdown of charges. 8. How to Return an Item Strayer and JWMI Students If you wish to return any item, please review the Returns Policy that includes detailed instructions. The Returns Policy is accessible via a link at the top of the Online Bookstores. To return an ebook, see How to Cancel or Return an ebook. Returning a Physical Item if you have Book Voucher Funds: To access a pre-paid UPS shipping label, click the link within the Returns Policy page. This will generate a UPS label to be sent to the address provided when the order was placed. The shipping charges will post to your student account when using this method. Package your materials with the order receipt and drop off at a UPS location. Once we receive the package back and as long as the returned items meet the policy requirements, your account will be credited for the cost of the material(s). Returning a Physical item if No Book Voucher Funds Remain: Follow the guidelines listed on the Return Policy page. If you comply with the Returns/Exchange Policy, send the materials with the order receipt to: Strayer Bookstore Returns Department 200 Finn Court Farmingdale, NY BACK to Top of FAQs Page 4 of 13

5 Please ship the materials via UPS, FedEx, Registered Mail, or some other method which allows you to track the shipment. The prepaid label generator on the site will not work for your shipment because you do not have voucher funds and for your safety we do not retain credit card information to charge your account. Returning a Damaged or Incorrect Item: If you received a damaged or incorrect item, please return the item using the return instructions on the above. Make sure to select the correct return reason code to ensure you receive a refund for the shipping costs. To obtain a replacement copy: a. If your shipment was paid through financial aid, contact Student Financial Services (SFS) at (855) SFS will order you a replacement copy. If the return of the damaged or incorrect item is received within two (2) weeks, your account will be credited for the original shipments. b. If your shipment was paid through your credit card, request a replacement through the Contact Us form on the Bookstore site. If the return of the damaged or incorrect item is received within two (2) weeks, your account will be credited for the original shipments. Returning an Item for a Canceled Class Should your class be canceled, you may return items purchased for that class to receive a credit for the item cost from the bookstore. Strayer will refund shipping cost to your student account. Please contact Student Financial Services at (855) with receipt of your return credit and incurred shipping costs to request a refund. 9. How to Cancel an Order To cancel an order, contact us immediately via our Contact Us page. Once we receive an order, it is prepared for shipping immediately. If it has not been shipped, we will cancel it and you will be credited for the cost of the item plus shipping. If the order has already shipped, we will try to have the shipment rerouted back to us. The package is rerouted back to us, you will be credited the cost of the item minus the shipping and an additional fee for rerouting the package. If the package is delivered, you may return it as per the Return Policy posted on the Online Bookstore. 10. How to Resend an Access Code For courses that have access codes, access code s containing access codes for labs are sent prior to term start and again on the first day of class. If you do not receive your access code , please check your spam folder. You can also resend your access code to yourself by visiting the online bookstore, under Order History. Locate the access code you wish to resend and confirm the address you would like it sent to. Once confirmed, choose Resend BACK to Top of FAQs Page 5 of 13

6 11. Invalid Access Code All access codes are case sensitive. If the access code is not entered exactly as provided you will receive an error message that the code is already in use or it is invalid. Please try the code again. We suggest copy and pasting it if the entry field allows you to do so. If you have tried this and still get an invalid code error message, please contact the Online Bookstore through the Contact us page. 12. How to Access the TKI, DiSC, and Cases JWMI Students JWMI students will have access to the TKI and DiSC assessments through their course. Access codes are not needed. Cases are also available in the course and do not need to be purchased from the bookstore. 13. Using an Old Access Code for Retaking a Class If you are retaking a course using an access code, in some cases, you do not need to buy the code a second time. Contact labaccesscode@strayer.edu with your receipt of purchase. Make sure you include the receipt with your or this will delay resolution. They will inform you if they can supply you with a replacement code or have your lab access extended for the duration of the term in which you are retaking the course. 14. Stand Alone Access Code In many courses that use a book and lab, you have the option of purchasing the textbook and lab access code together as a bundle. The bundle is listed under the Required section of your shopping cart page. You also have the option to purchase the access code alone without the textbook if you have a copy of the textbook already. Stand-alone access codes are listed under the Optional section. 15. How to Access ebooks on a Computer Strayer and JMWI Students Students have the option to purchase ebooks at the bookstore. Once purchased, ebooks will be accessible 7-10 days prior to the start of the term. You may access them using any of the following methods: 7-10 days prior to the start of the term, you will receive an from the bookstore with a link to your ebook and instructions. Click the link in the to access your bookshelf. Log into icampus. Click on the Campus & Library tab, then on Access ebooks in the dropdown menu. Login to the Strayer Bookstore through icampus. From your "Order History" page, click the "Access Content" button above the VitalSource econtent listing. BACK to Top of FAQs Page 6 of 13

7 16. How to Access ebooks on Phone or Tablet VitalSource has an App available for both Apple (iphone, ipad, ipod) and Android devices. To use one of these devices to view your ebook, you must first download the app to your device then enter your username and password to log in. The app is free and can be found by searching for VitalSource in the application store on the device. For support questions please use the ebook Customer Service Portal at: How to Download ebooks to your Computer Downloading the VitalSource bookshelf to your PC or Mac allows you to read your ebooks without an internet connection. To download VitalSource to your computer, visit and click on Mac and PC. Download the file for the operating system of your choice and follow the installation instructions. Once installed, you will need to enter your VitalSource username and password. You will only need to do this once. Your account will sync, and you will be prompted to download all the ebooks on your bookshelf to your computer. After your ebooks have downloaded, you can read them and take notes in them offline. Simply connect to the internet again at a later time to sync your notes with your online account. 18. How to Cancel or Return an ebook Strayer and JWMI Students To cancel an ebook, log into your icampus page and select Buy Strayer Books to access the online bookstore site. You will find your ebook on the "Order History" page. Click the "check status" button and follow the prompts to return. If it has been past 45 days you will receive an error that the ebook is no longer returnable. If you purchased a Print-on-Demand title along with the ebook, the ebook is not returnable with ebook Access Not Received Try one of the below other access methods or contact the bookstore to have the resent. Log into icampus. Click on the Campus & Library tab, then on Access ebooks in the dropdown menu. Login to the Strayer Bookstore through icampus. On your "Order History" page, check the box next to the etextbook, below the etextbook grid, select the address to send the to and click the Resend s button. BACK to Top of FAQs Page 7 of 13

8 20. Incorrect ebooks on Bookshelf or ebooks Missing from Bookshelf Strayer and JWMI Students ebooks are placed on your VitalSource bookshelf 7-10 days prior to the start of the term. You will not have access to ebooks for courses you are taking in the upcoming term until this date. Once you have logged in to your VitalSource Bookshelf, you will be prompted to either create a new VitalSource account or link the new ebook(s) to an existing VitalSource account. You will only need to link accounts once; all subsequent ebooks will automatically appear in your VitalSource account. If the ebook on your bookshelf is not the correct ebook for your course, contact the bookstore for assistance and they will escalate your inquiry to research the reason and will get back to you within 24 hours. 21. Error Message when Accessing ebooks If you use any of the ebook access methods to log into your bookshelf and you get an error message or a blank page, contact the bookstore via the Contact Us page for assistance who will escalate your inquiry to research the reason and will get back to you within 24 hours 22. Discount Laptop Offer Students are now able to take advantage of a special pricing offer on a laptop from Lenovo by purchasing it from the Strayer Bookstore. This unit comes with a one year, 24-hour technical support as well as a hardware warranty which includes an onsite technician at your place of residence or business. In the event that inventories are depleted, Strayer reserves the right to substitute the advertised model with an equivalent model. 23. How do I buy a discount laptop? The Laptop is located in your cart under Optional items. Simply choose Accept and click Continue to go through the normal purchasing process. 24. Is this different from the free Bachelors laptop program? Yes. If you received an HP laptop as part of your enrollment in a Bachelors program at an eligible campus, please direct all questions to Microtek at (303) or via the I Can Help button on their site at The Strayer Bookstore does not distribute or accept returns on HP laptops that are part of this promotion. 25. Can I use Financial Aid towards a laptop? Yes. Students should work with their Student Financial Services Specialist to review their funding options. If funds are available, the SFS Specialist will add the cost of the selected laptop to the total available credit to be used at the bookstore. Students should be aware that any amount beyond the BACK to Top of FAQs Page 8 of 13

9 available Spending Limit will require a credit card for the remaining balance in order to have the order completed. Please note, you must deplete your voucher amount first before the shopping cart will allow a credit card transaction to take place. If you must have a receipt that shows course materials purchased with a voucher you should purchase any course materials prior to making a laptop purchase using a credit card. 26. My book voucher expired, but I want to purchase a laptop. Can I still use my Financial Aid? Possibly. During the quarter the voucher was issued, students will need to check with their Student Financial Services (SFS) Specialist for options. 27. Can I purchase more than one laptop? A student may only purchase one laptop a term with their FA voucher. Multiple laptops may be purchased using a credit card. 28. Is the laptop returnable? No, once purchased, the laptop cannot be returned. 29. How do I track my laptop shipment? You will be ed a tracking number when the laptop ships and again when the laptop is delivered. You can also access tracking information from your bookstore order history, just as you would for textbooks. 30. What if I don t get my laptop even though the tracking says it was delivered? Please contact the Strayer Bookstore immediately at (855) or info@strayerbookstore.com. The bookstore will open a claim with the carrier. 31. What if the laptop is sent back because I was not home to sign for it? If the laptop is returned to sender, we will credit you for the cost of the laptop. If you would still like to receive the laptop, visit the Strayer Bookstore to place a new order. You will need to pay for shipping again. BACK to Top of FAQs Page 9 of 13

10 32. What if the laptop arrives with shipping damage? Can I get it replaced? If you receive your laptop with obvious damage to the box and the laptop itself, you should contact the Strayer Bookstore immediately at (855) or info@strayerbookstore.com. Damage must be reported within one week of receipt, so we highly encourage you to inspect the condition of the laptop as soon as you get it. For any other issues besides damage received during shipping, such as your laptop does not turn on, please contact the Strayer Help Desk at ( ). 33. What if the laptop arrives and it s not working or I have technical issues with it? Who do I call? Students should call the Strayer Help Desk ( ) first and they will direct them to the proper place to get assistance. 34. What are Duplicate Orders? When paying with a book voucher, the bookstore prevents you from ordering any item more than once to prevent receiving a duplicate item accidently. If you have lost an item and need to order a duplicate using a book voucher, contact Student Financial Services (SFS) at (855) Your request will be escalated and the order will be placed for you. You can re-visit the bookstore and place a duplicate order at any time using a credit card. 35. When do Orders Ship? All physical orders placed by 2pm EST Monday-Friday will be shipped the same business day. All orders placed after 2pm EST or on a non-business day will be shipped the next business day. Orders may be delivered in multiple shipments. All deliveries are based on the shipped date and not the ordered date. Occasionally, items go on backorder and will not ship until the item becomes available. Once an order is created, you will receive an order confirmation . You will receive a second providing tracking, and a third confirming delivery. 36. Print-on-Demand Textbooks Courses that include an ebook, often offer a Print-on-Demand (POD) copy as an optional purchase on the bookstore. The POD is a low cost, black and white, bound, softcover version of the textbook which not included in the course materials charge. Most PODs are only $25-$40 and can be purchased with a book voucher beginning 7-10 days prior to the start of the term. Once ordered PODs are not returnable, even if you withdraw from the course. PODs take 7-10 business days to print and ship. They can only be shipped by UPS Ground. If you order multiple items including a POD and elect expedited shipping, the other items on the order will be expedited, but the POD will still ship ground. BACK to Top of FAQs Page 10 of 13

11 37. Courses Not Showing in Shopping Cart or How to Add a Course If courses are not showing, it can be because of one of the following reasons: 1. Your Financial Aid has not yet been finalized yet, please contact your home campus. 2. If Financial Aid was finalized today, the courses will not show up until tomorrow. Adding a course/adding funds If your courses/financial aid have just been finalized please check back tomorrow for your course materials to be available on the bookstore site. If you are looking to add a new course please contact your home campus for further assistance. 38. Student Voucher over Limit, Requesting Credit Card Payment for Balance If you believe your financial aid should be increased to cover the full cost of your course materials you must contact your home campus financial aid office who will be able to provide you with more information on how to increase your spending limit. 39. Used Books If a used book is available for ordering, you will see it as an option on your shopping cart page. Please be advised that used books are limited availability and issued at a first come/first serve basis. 40. Buy Backs To check if your book is eligible for buy back, click the "Buy Back" button on the bookstore site and enter the ISBN. Not all books are eligible for buy back. Buy backs are based on anticipated future national demand for a book and current stock level. If your book does not currently have a buy back value, check back closer to the end of the next term. It may have a value at that time as we are always adding to our library. The buyback price for an item will be honored for 14 days from date of the buyback quotation. If your buy back items are received after the 14 days, the buyback prices will be determined by the current stock availability and demand for the items. In rare cases, where an item is no longer eligible for any buy back price after the 14 day period, you will be notified to either make arrangements for pickup or have the item discarded. A confirmation will be forwarded once a buy back is received at the distribution center confirming receipt and advising a check will be forwarded within 2-3 weeks from receipt date. Your buy back will appear on the Order History page of your online bookstore site next to the order number providing status. Reminder: Print-on-Demand copies of textbooks are not returnable or available to be purchased through the buyback program. Click here to see Buy Back terms- BACK to Top of FAQs Page 11 of 13

12 41. How to Download Microsoft Items? Strayer University students are eligible to download select Microsoft products from a Microsoft web store and receive free or discounted products. The web store is accessible through icampus. To download the software please follow the steps below: 1. Login to icampus. 2. Select the Campus & Library tab from the top navigation bar. 3. Select Software Discounts & Downloads. 4. Click on the link to the eacademy Web Store or the Dreamspark Web Store depending on which products you wish to download. 5. Select an item to download, and then click on Add to Cart. 6. Select Checkout. 7. Agree to terms and conditions to receive the link to download the free software. 8. Make sure to write down the product key as you will need to enter this during installation. 42. What is in a Pre-Filled Flash Drive? The prefilled flash drive is contains EasyPHP and MySQL which are required for lab assignments in certain courses. Note: The flash drive includes the necessary software installed and ready to use. However, if students choose not to purchase the flash drive and elect to download software from an installation instruction guide has been provided in the online course shell. 43. Students with a Disability Any student that needs specific materials due to a disability should contact Strayer University s Office of Student Affairs - Disability Services. 44. Tax Exemption For student's whose tuition is paid or reimbursed by a tax exempt agency, you may request tax exemption by contacting the bookstore. You will need to provide a certificate or letter verifying your employment at a tax exempt agency and that that agency is tax exempt. Upon receipt, the bookstore will change the student s status to tax exempt and advise you to purchase your materials. BACK to Top of FAQs Page 12 of 13

13 45. Lost Shipments If you did not receive your shipment, please contact us immediately using the Contact Us page. The bookstore will issue a tracer with UPS to locate your package. This investigation can take 1-2 weeks to complete. At the end of the investigation UPS will either confirm receipt of your package, find and deliver/return your package, or claim fault for non-delivery, in which case a credit will be issued for the misplaced package. a. If your shipment was paid through financial aid, you can contact Student Financial Services (SFS) at (855) and request either the Business Office Operations Manager or director for your region. SFS will order you a replacement copy. If UPS denies your original claim, your account will be charged for both shipments. Once the investigation has been completed and if UPS returns your shipment to the distribution center or claims fault, you will be credited in full for the original shipment. b. If your shipment was paid through your credit card, you will need to purchase the 2nd shipment with your credit card as well. Once you return the original shipment or UPS approves your claim, your card will be credited. 54. Student Financial Services To contact Student Financial Services, please call (855) Can I Get a Pre-order Estimate? Strayer students can receive a pre-order estimate. To do so, simply click the Calculator icon at the top of the Home Page on the Online Bookstore, or click The Calculator will tell you the cost of your course materials with tax, shipping, and handling. This tool can be used to help you determine the cost of your course materials and can be printed using the browser printer function if you need to submit a receipt to receive reimbursement. If you do not have a student ID, enter 123 and will be able to navigate through the Calculator. BACK to Top of FAQs Page 13 of 13