Customer Care - How to Order Replacement Parts Using RPP

Transcription

1 Customer Care - How to Order Replacement Parts Using RPP February 07

2 How to Access the site RPP is accessed by entering in your web browser: The RPP home/login page is shown below:. These are the login fields. Enter your assigned login and click the green button to continue. Please note that the password field is case sensitive.. These links allow you to create your login or troubleshoot issues with your account.. RPP How To manuals are available for viewing or downloading 4. 4/7 customer service is provided through the support address. 4

3 The Navigation Page RPP Message Board and Navigation Page:. The Message Board on the login page contains important information from suppliers and is regularly updated with new alerts and helpful tips.. When logging in the first time, select Store 00 for the default store. This will allow a customer address to be entered during the checkout process. In addition, the Customer Order Query will then be accessible from the navigation page.. The search tools are located at the top of all website pages. The search field or the Browse function can be used to locate products and parts.

4 4 Customer Order Query Customer Care Order Query All Customer Care/Store 00 orders can be searched under the Customer Order Query section of the navigation page. When logging in the first time, select From the output, you. Enter the customer s last name, zip code or order number in one of the report s search fields, and click the Submit button to pull up all orders matching that search criteria.. Click the order number in order to view the details of an order (i.e. item statuses and tracking information).

5 How to Order Parts 5. To view an item and order parts, enter the SKU #, Model #, UPC or key word in the search box and press enter. The Browse drop-down menu can also be used to view everything available under a product category or manufacturer.. Once a search criteria is input or the category is selected, the website will bring up matching products: Example: Output after inputting a SKU number in the search field: Example: Output after selecting a manufacturer from the browse drop-down

6 How to Order Parts (cont.) 6. Clicking on one of the products will bring up the page with product details and orderable parts.. Select either the schematic or parts list tab to view the available parts in the desired format.. Use the drop down boxes to select the order quantity for each needed part Click add to cart after selecting the quantity for each item. 5. Continue ordering parts for additional products/categories/departments, or go to the Shopping Cart to complete the order. The cart is accessed by clicking the icon in the upper right corner of the screen. 5

7 How to Check Out 7 Steps to check out : Input the customer s Ship To name and address the order.. If additional information is required by the manufacturer, the field will be located in the upper right corner. It should be populated for the item specified to avoid delays.. Any comments regarding the order can be typed in the comments box. This information will transmit to the manufacturer and will be included on reports and order confirmation s. 4. The green circle is selected if an MET order is placed for display. This field does not apply to Customer Care orders. 5. The EZ find and Bay Number fields are optional fields for store orders. This field does not apply to Customer Care orders. 6. An option must be selected from the parts usage drop-down box under each part to complete the order. There are three available Customer Care options in the menu. 7. The quantity can be changed or the item can be deleted off of the order. 8. The Update button will save all selections, and the Checkout button will advance the website to the final confirmation screen.

8 How to Confirm an Order 8 RPP Shopping Cart and Checkout Process: The final step is to complete the order by clicking the Confirm Order and Submit button. The order can still be modified by selecting the Edit button. Confirmed orders will transmit to the applicable manufacturer s order queue for fulfilling, and an confirmation is sent to the address associated with the account. As each item is updated by the manufacturer(s), status notification s are sent.

9 Account Information 9 9 User account information is accessed through the account icon in the top right hand corner of any RPP page:. Viewing the Order Summary and Order Detail pages: Order Summary Clicking show all orders will generate a summary list of all orders placed under the account used to log in. If one order is selected, the details of that order be shown. The detail page contains the current status of each item and applicable tracking information. A QR code is assigned to each order and allows for simplified future follow up. Order Detail

10 Account Information (cont.) 00. Updating Account and Password Information: The account menu contains a link to update the information for the account used to log in. The account name, business phone number, and password can be updated. Once the new information is entered, the submit button should be clicked to save the changes. Changing Account Information: Changing Account Password:. Log Out: - Click the green button to log out.

11 Help and Tools The help/tools menu is located at the top center of any RPP Page:. Contact Us: Clicking Contact Us brings up a form to send messages or requests to our support team. Messages sent through this link or through the support address (support@replacementpartspros.com) are checked and answered daily. Common issues and FAQs are also listed on this page.

12 Help and Tools (cont.). Reports The Store Order History and Store Utilization reports show website usage by location and are mainly used/accessed by MET and store associates in the field.. Manuals and Guides Manuals and guides for select products are also available within the Help Menu. Browse by department and then vendor to locate a specific manual. Once a manual or guide has been located, click on the file name for viewing or printing.