Q: The barcode on the item is not scanning or the product is not found, what should I do to complete the transaction for my customer?

Transcription

1 FAQ s Q: The barcode on the item is not scanning or the product is not found, what should I do to complete the transaction for my customer? First, scan the Scrubs and Beyond sticker ticket. If the sticker ticket does not work then, scan the Vendor Barcode. If you continue to experience problems after scanning the Vendor barcode tag, please contact Home Office. Q: How do we count capture at the end of the day since the receipts do not print the customer's ? For now, stores should continue to manually track this by using tally marks on the capture tracking log. Q: How will damages be processed? The WebIM Mark Out of Stock document was published on February 12, Please reference this document for instructions on processing damages. Q: A store manager said that the "Initial This" name badges don't come in with any paperwork and sometimes are missing UPC's. How would we look up these items in Epicor? A memo was sent to stores on December 11 th with a list of accessories and the UPC to look up those specific items. Search for these accessories using the UPCs provided. Q: When printing tickets by style, what is the format for looking the up under "vendor style?" It appears that each vendor is entered a little different. Is there a wildcard (%) search that I am not remembering? In order to print a ticket by style you will need to know the exact style number or UPC for the item(s) you need tickets for. There is not a wildcard search available in the ticket printing program. Please refer to the ticket printing quick reference guide and manual for additional information. Q: When generating tickets by style, how do I only select the sizes and quantities in need? After you have submitted the style you would like to generate tickets for, select detail and change the quantity column to your desired ticket amount by size. Q: When I print tickets by a Purchase Order why don t they print in order of style number? When you generate and print tickets by Purchase Order the tickets print in order of how they are listed on the Purchase Order. Q: Will the customer name appear on special order reports along with the PO information? Special order reports are sent daily to stores with open special orders. This report will have the Store Number, Transaction Date and Number, Special Order Number (Ref. #), Style, Size, Color and number of Units ordered, PO Number, PO Date and Customer Name and Phone Number along with other information used by the Merchandising team. Epicor FAQ pg. 1 Rev. 02/03/15

2 Q: What is the process for ringing embroidery sales in Epicor? If ringing a special order that needs embroidery, you will need to add the embroidery onto the transaction following the steps below: Select F4 Orders & Services Ring the items for special order Highlight the item for embroidery Select F6 Non Merch Select F8 Embroidery Fee Enter embroidery fee amount, press enter Enter embroidery details, press enter Select F4 Orders & Services Select F1 End Special Order Add additional detailed comments as necessary (NOTE: The first 32 characters of comments will appear on the customer receipt, full comments can be found in the EJ) Accept the requested deposit amount by pressing enter (F1) Complete the transaction If a customer is buying an item in your store that needs to be embroidered you need to add embroidery onto the transaction following the steps below: You can ring items that do not require embroidery in the same transaction; however, you will need to take care not to scan items for embroidery until you are in the embroidery order. Select F4 Orders & Services Select F5 Embroidery Select F1 Embroidery Create Ring item for Embroidery Select F6 Non Merch Select F8 Embroidery Fee Enter embroidery fee amount, press enter Enter embroidery details, press enter Select F4 Orders & Services Select F5 End Embroidery Add additional detailed comments as necessary (NOTE: The first 32 characters of comments will appear on the customer receipt, full comments can be found in the EJ) Accept the requested deposit amount by pressing enter (F1) Complete the transaction **Remember to pick up embroidery when the product comes in, this will update your inventory ** If a customer brings back an item purchased previously for embroidery you will need to create embroidery following the steps below: Select F4 Orders & Services Select F5 Embroidery Select F1 Embroidery Create Select F6 Non Merch Select F8 Embroidery Fee Enter embroidery fee amount, press enter Enter embroidery details, press enter Select F4 Orders & Services Select F5 End Embroidery Add additional detailed comments as necessary (NOTE: The first 32 characters of comments will appear on the customer receipt, full comments can be found in the EJ) Accept the requested deposit amount by pressing enter (F1) Complete the transaction **Remember to pick up embroidery when the product comes in, this will update your inventory ** Q: What format do we use when trying to print one ticket? Each vendor is entered a different way. Reference the Ticket Printing Quick Reference Guide (page 2-6) to generate and print a ticket by style. Epicor FAQ pg. 2 Rev. 02/03/15

3 Q: "Free gift card promo" icon has a $10.00 price assigned to it? Is it supposed to be $0 or will stores still report the shortage at night as they do now? After following the ringing instructions for the free gift card promo, the $10.00 will no longer reflect in the total. Stores do not need to short their register! Ringing instructions for the FREE gift card promotion on Epicor Registers: After ringing qualifying purchase and FREE gift card: Highlight Free Gift Card line item Select F1 Modify Item Select F2 Item Comment Enter applicable promotional message (in this case FREE GC ) Select F1 Ok Complete the transaction Q: I noticed that the cash returns receipt does not require a customer signature...will we not require a customer signature going forward on cash returns? Going forward, customers are not required to sign on cash returns. The receipt will require an associate and manager signature. Q: Are we required to ask customers to show ID when paying by credit card? We are working on a standard operating procedure, but in short, no. The only time a customer should be asked for ID is if they have handed the associate their credit card for processing and the card is not signed. This must be done 100% of the time on transactions that an associate processes the credit transaction for the customer, and the card is not signed! You must not pick and choose who you ask for ID. Q: Can I sign a customer up for our Loyalty program if they do not have an address? No, our new program is a web based program. A customer must have to be eligible for the program. Additional information on the program will be provided in the coming weeks. Q: I can t give cash back on refunds with a receipt from our old POS. If a customer would like to make a return for cash back and has an old Celerant or Life/UC receipt: At the item entry screen, press Return (F3) At the prompt, press Yes (F1) that the customer has the original receipt At the Return Receipt Information screen, enter the Tran. No and OK (F1) At the prompt, press OK (F1) to perform an offline return Search for the customer or create a new customer Enter the receipt information in the Offline Return prompt screen Scan the item Confirm the correct return price Select the reason code Press total (F8) Select Cash (F1) Q: When we do embroidery it prints out a receipt for every quantity of embroidery we enter. Each line of embroidery will only print one receipt. You can change the quantity of the embroidery to the amount needed and it will print one receipt. If you have two different lines of embroidery each line will print a receipt. Epicor FAQ pg. 3 Rev. 02/03/15

4 Q: We cannot select multiple items at one time when we are special ordering. For example, when we are placing an order and need a full size run we have to do an inquiry for each size. Correct, you can only inquire on one item at a time. Q: Coupons are not working when we scan them. The coupon code will be scanned or entered into the Promotion Code prompt. Please see the ringing instructions in the Epicor manual on page 33 for Item- Coupon discounts and page 44 for Subtotal- Coupon discounts for additional information. Q: What happens if a customer comes into my store with a Life Uniform or Uniform City gift card? Are we still processing these as cash and alerting accounting? If a customer presents a Life Uniform or Uniform City gift card in your store, Epicor will allow for processing the gift card as tender through the POS. Please refer to gift card tender type in the Epicor manual for details on accepting a gift card as a tender type for more information. Q: Will customers continue to incur inactivity fees on gift cards? No, in our new state, inactivity fees will be discontinued. Q: How do we report pricing errors we find in the POS? Please complete a pricing hotline request form and fax it to the number provided at the top of the form. Q: Is there a quick way to get from POS to Desktop? Yes, while holding down the ALT key on your keyboard, press the TAB key. A rectangular box will appear on your screen that shows all open applications that you can access. If you press the TAB key in quick succession while holding the ALT key down, you will be able to choose which application you need. This is called toggling. Q: The guest phone number does not show up on the RETURN receipt we keep in store, should it? No, this information should not appear on the store copy of the receipt. Q: How will we process Group Grid Orders? Will we continue to send them in to Merchandising to process? The process for grid orders has changed. Stores will enter orders through the POS as no pay. Once the product arrives in store, the orders can be charged to the house account and delivered to the customer. This is not to be confused with fitline orders. Fitline orders should be sent in to Merchandising to Elyse Huber. Q: I am entering a special order for an Item not on file, why is the retail $0.00? Associates need to enter the correct retail cost so that they will be charged. Be sure that this cost is entered or the price will be $0.00. Q: Do we need to continue to do cash declaration as part of our closing duties? Yes, until all stores are on Epicor we will keep the closing duties as is. Epicor FAQ pg. 4 Rev. 02/03/15

5 Q: How do I check the balance on a gift card? At the Main Screen, select Inquiry (F5), Balance Inquiry (F6) and slide your Gift Card in the Voucher Number line (you have to click in the Voucher Number line before you slide the gift card). Gift card balances can also be verified by calling Q: Old POS systems used to print out multiple receipts for payroll deduction transactions. Can we get multiple receipts in Epicor? At the end of the transaction you can reprint the receipt from the previous transactions. (Instructions can be found on page 23 of the Epicor Cashier POS Manual). Q: How do I know if I am in Training Mode on Web IM and what do I do if I am? When you log in to Web IM in the upper right hand corner you should see Scrubs and Beyond and should see the option of WebIM-1 and WebIM-2. If you see Express 0.2 and after logging in you are brought directly to the Inventory Management screen you are in training mode. Call the Help Desk if you are in training mode. Q: How do I get the associate ID number? The associate ID number is assigned by HR once new hire paperwork for the associate has been submitted. The associate ID numbers are sent down to the registers daily from IT. Associate ID numbers that being with zeros; the zeros will be dropped when logging in to Epicor. Example: use Q: The style inquiry field is not long enough for me to enter an entire style number. Enter the beginning of the style number followed by the wildcard and choose from the styles listed. Example: 4101_R_% Q: What steps do I need to take when closing the registers at the end of the day? Closing is a 2 step process involving closing the register and banking. Step 1: Close register This step is done to end the business day on the till. The closer will be entering information in the actual amount column or can use the calculator when counting the cash. Once this is done, the closer will see a pickup amount at the top of the Final Declaration screen that they will set aside for the bank. If your store has 2 tills, this will need to be done on both tills. The Till to Safe Transfer that prints out will show the amount of cash going to the bank AND the amount of the float because the system is set up to show everything being taken out of the till and stored in a safe. We don t use a safe, so the float amount will stay in the till and the pickup amount from the Final Declaration screen that you set aside will go to the bank. Step 2: Banking This step is done to declare that you are making a deposit and this money will no longer be in your safe. (You will only do this on one register if you have two and it will be a combined total of the two pickup amounts from the Final Declaration screens.) Once you select banking, the closer will enter a night deposit bag # as the Deposit Slip # if you use one. (Our Deposit Slips are not numbered.) The closer will enter under actual amount what was set aside in step one from the Final Declaration screen. (This will NOT include the float in your till.) The Safe to Bank Transfer that prints out will show what your closer took to the bank and if there is a variance from what was expected to go to the bank. If the closer did not do the banking step, the system will think this money is still in the safe and will add this amount to the next days expected banking. (If this mistake has happened, add the deposits to verify that the amount is correct and enter the total of the days missed plus the current day to bring you back in balance.) All registers that have been opened, including backroom registers, must have a final pickup preformed; even if there was no money accepted. You will need to close each register and perform a final pick-up on each register only for the actual amount that is in the drawer at close. Please make sure to always put in Epicor FAQ pg. 5 Rev. 02/03/15

6 the actual values including the float when closing each register. Once all registers are closed and a final pick-up has been done, then perform the banking function at only one register, but include the total amount to be deposited from all registers. Q: How do I go back and receive product I have put out on the floor but was unable to receive in due to the receiving freeze? You will look for the PO number from the packing list you kept on file. Since you will not have the UPC s to scan, you will need to receive the units by using the detail tab in Web IM. Please see page 21 of the Web IM Training Guide for details. Q: I am receiving the following message when I try to enter a Taxable Voucher: The last input exceeds the max allowed. Please try a lower value. How do I process this voucher? Enter the customer information or search for an existing customer. Enter the items the customer is purchasing. Select Special Functions. Select Taxable Voucher. Enter the amount of the voucher as a negative value (Example of a $50.00 voucher: ) Enter the employee ID, Name, Voucher # and Department into the Voucher Information Screen. Complete the transaction as usual. Q: On the Banking screen when closing out the register it asks for a Deposit Slip Number. I don t have a number on my deposit slips. Use the number on your Bank Deposit Bag as a reference number for your deposit. Q: How do I search for an item that I need to special order? Within the special order follow these steps: Press F5 to perform an inquiry Press F4 for item inquiry Click your cursor inside of the style code box and type the first few characters of the style number followed by a % Example: S101% Scroll through the list until you find the item needed Press F1 to add the item to the order If it is not found by doing a wildcard search on the style, you will need to add the item to the order using the NOF (not on file) process. It is very important to search and look for the item before utilizing the NOF process. To use the NOF process, ESC back to the item entry screen. Type in the first few characters of the style number (be sure to use the same characters twice). You will be directed to the NOF screen to add the item information. Please be detailed. See pages 15 and 16 in the Cashier POS Manual for help with NOF. Q: What store number is used to process web returns? The number to use for web returns is Q: Below is an additional tip and instructions for loading PO s for receiving in Web IM. Step 1: From the main menu in Web IM, click on Inbound Step 2: Click on Search Step 3: Select PO from the Document Type drop down menu Step 4: Click on Search, all the PO s that you can take action against will appear. You may have several pages of PO s indicated by the blue underlined numbers. Your active page will be indicated by a black number. Epicor FAQ pg. 6 Rev. 02/03/15

7 Step 5: You can search manually by page for a PO number; however the recommended way to open your PO is to use the drop down boxes at the bottom of the Web IM screen Step 6: Once in the PO you need to receive against enter your initials on the General Tab Step 7: Click on the Summary Tab and click on Add Units- or if you need to scan the units click on Add by UPC, Click Save Step 8: Click on Details- you will then see units sent and received. They should match. If not you will need to manually adjust the quantities by clicking on each line item to update the quantities as necessary Step 9: If everything is ok, click Save Receive, you should receive a box saying Save/Receive successful Step 10: Write down the PO receipt number and date received on the packing slip Q: I cannot receive my event orders; I get an error saying PO not valid for location when I try to look it up. What am I doing wrong? Each store has two store numbers for receiving in Web IM. Your main store (ex. 0250) and your event store (ex. 1250). This store number should also be given on the PO you are trying to receive in. To access your event store, you will log in to Web IM using the following information: User Name: employee id, adding e1 at the end. No spaces Password: Abc1234! This is the temporary password; you will be prompted to change it. Q: I completed an Enterprise Return and even though I didn t sell the original items the return counted against my sales. At the POS Sign On screen, enter your associate ID and password. At the Salesmen ID prompt, enter the associate number of the person who rang the original sale. Q: How do you sort a PO in style sequence when receiving? When receiving a PO, if you add details or add units, you can click on the style header and the PO will be sorted in style sequence. Q: How do I reprint a receipt beyond the previous day? The option to reprint a receipt is available the day the transaction takes place and the next day. If you need to reprint a receipt beyond the day after the transactions takes place you will need to search for the transaction on the EJ to reprint the receipt. Q: Can I look up a receipt by a customer s name? Yes. You can look up a receipt by customer name in the EJ. In the search criteria section, type the customer s name in the Search Text box. Be sure to change the date range to narrow your search. Epicor FAQ pg. 7 Rev. 02/03/15

8 Q: (For UC Stores) When processing a return with a receipt from the old system and inputting the old store number the tax rate is wrong. Why is the system not using the correct tax rate? Now that all stores are on the same system it is necessary to use your new store numbers. Store 1002, for example, is store 2 s outside sales store number. In this case the system recognized the store as a store in TX and changed the return to the correct tax rate. Uniform City store numbers are Q: When performing a return on an item that a customer has special ordered I am getting a prompt that says that the transaction/item is not eligible for a return. How do I return an item that has been special ordered? If an item has been special ordered and the transaction has been picked up you can return the item by scanning/entering the receipt from the pickup. You must use the pickup receipt verses the receipt from the placement of the special order. Epicor FAQ pg. 8 Rev. 02/03/15