Quick Setup Guide BY: AEXXIS LLC

Quick Setup Guide BY: AEXXIS LLC

The following is a quick setup guide for OrangeCRM. It is intended as a basic outline of a simple OrangeCRM setup. It may not cover every detail of your specific setup. Should you need a more advanced setup or instructions, please contact us directly for training and support at: 770 227 0036. Setup Steps 1. Create a Program 2. Create a Merchant Bank 3. Create Fulfillments 4. Create Billing Plans 5. Create Acquisition Centers 6. How to Use Account Codes 7. Create Fee Schedule for One Time Billings (Non-Continuity) 8. Create Fee Schedule for Initial Billings 9. Create Fee Schedule for Trial Billings 10. Create Fee Schedule for 1 st Month Billings 11. Create Fee Schedule for 2 nd Month Billings 12. Create Fee Schedule for 3 rd Month Billings 13. Create Fee Schedule for 4 th Month Billings & Beyond 14. Create APIs Appendix A: How to Create Account Codes Appendix B: How to Create Customer Email Notifications Appendix C: Sample Emails Appendix D: How to Create Events Additional Help References 1. Online Help Text, Fulfillment & API Specs http://help.orangecrm.com/ See the OrangeCRM downloads folder. 2. Aexxis Support lines 770 227 0036 Main Number 770 227 0036 x 101 Tech support 770 227 0036 x 102 Admin Setup training 770 227 0036 x 109 CSR training 1

1. Create a Program What is a Program? a. A Program is a unique product or service. (Ex. Diet Pills or a Travel Membership Club) b. You can have any number of items available to sell in each program, but they should all relate to the same kind of product or service. c. Each program contains a unique set of customers in its own database. This is so that you can cancel your customers individually from each program. d. Think of a program as a hard drive that contains everything about the product and customers. In other words, the program is the top level under which all related data is grouped together. e. How you structure your programs will determine how your data is categorized in the reports in OrangeCRM. See report example below. 2

How to Create a Program a. On the HOME PAGE - Go to the LISTS menu >Select PROGRAMS b. Click on New Program (top right). c. The following window will open. Click on the DETAILS tab and enter an appropriate Program Name. The Program Name should cover all items to be sold under that Program. Note: Naming your Program is like naming a child. You can t change it later. Be sure that the spelling and capitalization is correct. d. In the TYPE field Leave CONTINUITY selected for recurring billing programs. e. In the LEGAL CORPORATION section, fill in your company name and address as you want it to appear in the outgoing customer emails you send through OrangeCRM. This is required for SPAM compliance. f. In the ADMINSTRATIVE CONTACT section, fill in the name, phone and email of the 3

person you want Aexxis to contact regarding any questions or concerns about your CRM. This info is for Aexxis use only & won t be displayed in any emails. g. Under the TERMS AND CONDITIONS section, you must click on SIGN AGREEMENT before it will allow you to save the Program. h. SAVE the changes. i. Click REFRESH to see your new Program. Back to Top 4

2. Create a Merchant Bank What is a Merchant Bank? a. A Merchant Bank is what links your payment gateway to OrangeCRM. b. A Merchant Bank also manages your merchant account s sale and refund limits. c. If you use more than one merchant account, you will need to create a separate Merchant Bank for each merchant account. How to Create a Merchant Bank a. On the HOME PAGE - Go to the BANK Menu >Select DEPOSIT BANKS b. Click on New Deposit Bank (top right). c. The following window will open. In the NAME field - Enter an appropriate name to describe the merchant account. (Ex. Bank of America Corp Acct, Wells Fargo Checking Acct, etc.) All other fields are optional. d. SAVE the changes. e. Go to the BANK menu >Select MERCHANT BANKS f. Click on New Merchant Bank (top right). 5

g. The following window will open. Select the PROGRAM you want to attach to this Merchant Bank. h. Enter the NAME of the Merchant Bank. i. On the SETUP tab Select the Bank API that you want to use. (This will auto populate the fields in the Gateway Response Codes section below.) j. Enter your payment gateway login information in the required fields on the right. k. Click on the LIMITS tab and enter the maximum dollar amount this bank is allowed to process per batch, for each type of transaction. NOTE: Bank batches are typically processed once per day. l. Click on the MC/VISA and AMEX/DISCOVER tabs and ENABLE the Credit Cards you accept for this Merchant Account. m. In the DEPOSIT BANK drop down, select the bank account to be linked to this 6

merchant account. n. SAVE the changes. o. Click REFRESH to see your new MERCHANT BANK. p. Open the MERCHANT BANK again and click on the BATCH JOBS Menu > Select New Batch Job q. The following window will open. Select the Time Interval and Type of Batch Job you want for this Merchant Bank. Note: It is recommended that the time interval be set to run one time a day, after the Customer Billing batch job runs, and the type of batch be set to recurring. r. Enter an appropriate name in the DESCRIPTION field to easily identify this bank batch. Typically the name of the gateway is used. s. Click on the eyeglasses next to the BANK NAME field to select which merchant bank this batch job is for. t. SAVE the changes. u. Click REFRESH to see your new Merchant bank. Back to Top 7

3. Create Fulfillments What are Fulfillments? a. A Fulfillment is any interaction with the customer that is triggered by the system. b. Here are some examples of possible Fulfillments: i. When a sale transaction has been successfully processed, an order file is sent to your fulfillment house for a product to be shipped to the customer. (This is covered ii. iii. in the next section below.) When an order has been shipped, an email is sent to the customer with the tracking number. (This is covered in Appendix B: How to Create Customer Email Notifications.) When a refund has been issued, an email notification is sent to the customer. (This is covered in Appendix B: How to Create Customer Email Notifications.) How to Create a Fulfillment for the Initial Product Shipment a. Go to the LISTS menu >Select FULFILLMENTS b. Click on New Fulfillment (top right). c. The following window will open. NAME the Fulfillment and choose fulfillment STYLE. This will be for the Initial fulfillment. d. Select the PROGRAM this fulfillment is for. e. On the TRIGGER tab keep all of the default settings. f. On the SETUP tab select where you want to deliver the fulfillment file: to an Email 10

or FTP drop site where your fulfillment house will receive it. g. In the File Delivery section of the SETUP tab - Be sure to always leave the FILE DROP setting as ENABLE. This ensures you will always have a backup copy of each fulfillment on the FTP server that comes with your OrangeCRM. h. On the FILE BUILDER tab Select the Field Selections required by your Fulfillment house. (Ex. First Name, Last Name, Address, Constant, etc.) 10

i. If your fulfillment house requires a header row, enter the heading names in the Header Row Field. NOTE: Each heading name must be enclosed in double quotes and separated by commas, with no spacing in between quotes and commas. Example: First Name, Last Name, Address j. SAVE the changes. k. Click REFRESH to see your new Fulfillment. How to Create a Fulfillment for the Recurring Product Shipment l. Open the same Fulfillment again. Click on the ACTIONS Menu >Select Clone Fulfillment. m. The following box will open. Enter a name for the Recurring Fulfillment. Example: Diet Pill With Autoship or Recurring Diet Pill. n. Select the PROGRAM this recurring fulfillment is for. Then click CLONE. o. Click REFRESH to see your new cloned Fulfillment. p. Open the Cloned Fulfillment. In the TRIGGER tab, change the TRIGGER TYPE to Fee 10

Schedule. q. SAVE the changes. r. Click REFRESH to see a list of your Fulfillments. s. Your Recurring Fulfillments will later be connected to your continuity fee schedules. Back to Top 10

4. Create Billing Plans What Are Billing Plans? a. OrangeCRM allows for a wide variety of Billing Plans. You can create your Billing Plans to: i. Bill the customer one time and then immediately cancel the customer. ii. Bill the customer for a preset number of times or during a period of months and then cancel the customer. iii. Bill the customer on a recurring basis, for the offer that they selected, until they cancel the product or service. b. Each Billing Plan is made up of at least 1 or more Fee Schedules. c. Fee Schedules manage your billing cycles. They tell the CRM when and how to bill the customers in that Billing Plan. d. The Billing Plan is basically just the name that you assign to a particular group of Fee Schedules. e. Below is a sample Billing Plan with continuity. It is made up of 6 Fee Schedules. It will bill the customer indefinitely or until a CSR cancels the customer account. Note: Instructions on how to create your fee schedules will be covered in steps 7-13. 10

How to Create a Billing Plan a. On the HOME PAGE - Go to the LISTS Menu >Select BILLING PLANS b. Click on New Billing Plan (top right). c. The following window will open. Enter a Name for the Billing Plan. d. SAVE the changes. e. Click REFRESH to see a list of your new Billing Plans. Note: This step is only to assign a name to the Billing Plan. There will be additional steps covered later on how to setup the Fee Schedules for each cycle in the Billing Plan. Back to Top 20

5. Create Acquisition Centers What is an Acquisition Center? a. While a Program is the top level under which all related data is grouped together, an Acquisition Center is the next level down. b. Acquisition Centers are used to separate customers based on how they were acquired. For example, under the Program named Diet Pill, you may have the following 3 Acquisition Centers: 1. Diet Pill - Phone Orders 2. Diet Pill - Internet Orders 3. Diet Pill - International Orders c. Comparison Reports can be run on your Acquisition Centers to see how each center is performing. How to Create an Acquisition Center a. Go to the LISTS Menu >Select ACQUISITION CENTERS b. Click on New Center (top right). c. The following window will open. Select the Program and enter a Name for the New Acquisition Center. d. Select the Default Billing Plan. If an order comes into OrangeCRM with no Billing Plan assigned to it, the system will automatically assign the Default Billing Plan. e. If you are using a Lead File go to the LEAD SCRUB tab and proceed with the next step. NOTE: Customers are inserted into OrangeCRM in one of two ways, either through a Lead File or 20

through the API. If you are using Lead Files, proceed with the next step below. But if you are using the API, click on this link to skip to Step 6 Create Account Codes and continue to work your way to Step 14, which will cover how to Create APIs. f. In the LEAD SCRUB tab - Select the PAY TYPES allowed for this Acquisition Center. g. Select which COMPLIANCE FIELDS are required for each incoming lead. h. SAVE the changes. i. Click REFRESH to see your new Acquisition Center. j. For Bank Routing reopen the Acquisition Center and go to the ACTIONS Menu Select New Bank Assignment. k. The following window will open. Use the Eyeglasses to select the Bank Name. 20

l. Leave the Fee Schedule Field BLANK. The bank assignment will apply to any fee schedule within this Acquisition Center. m. SAVE the changes. n. In the Acquisition Center - Click on the ASSIGNED BANKS tab to see the new Bank Assignment. Back to Top 20

6. How to Use Account Codes a. Account Codes are used to track your Payables and Receivables. Examples of Payables: Customer Acquisition Cost and Fulfillment Cost. Examples of Receivables: Initial Billing, Trial Billing, 1 st Month, 2 nd Month, etc. b. Your CRM comes with a default set of accounts codes, which are shown below. c. Receivable Account Codes allow you to see your Purchases and Refunds by billing cycles. See sample report below. d. You will need to assign an Account Code to each Fee Schedule that you will create in steps 7-13. See example below. e. Since Fee Schedules manage your billing cycles, you may wish to edit the default Account Code Descriptions or create new Account Codes that will match your various Fee Schedules or billing cycles. Click on this link to go to Appendix A: How to Create Account Codes. Back to Top 20

7. Create Fee Schedule for Initial Billing a. Open the Acquisition Center Go to the BILLING PLANS tab. b. Drop down and select your CONTINUITY Billing Plan. c. On the ACTIONS menu Select New Fee Schedule. d. The following window will open. Select the ACCT CODE for your INITIAL BILLING. e. Enter the AMOUNT of the initial charge to be billed upfront. NOTE: If your CONTINUITY Billing Plan has a trial period, the initial charge is usually a small amount like the shipping & handling fee. If there is no trial period, enter the AMOUNT of the full purchase price to be billed upfront. f. Make sure the appropriate PROGRAM, ACQ CENTER and BILLING PLAN is selected. g. On the TRIGGER tab: 1. Set Customer Status Start to: New 2. Set Customer Status During to: Pending 3. Set TRANSACTION TYPE to: Purchase 4. Set REBILL Every to: 0 days 5. Set CYCLE MIN/MAX to: 0/999 h. On the RESPONSES tab > Under the TRANSACTION ACCEPTED section: 20

i. Set Customer Status to: Trial NOTE: If your CONTINUITY Billing Plan doesn t have a trial period, set the customer status to Active instead of Trial. j. SAVE the changes. k. Click REFRESH to see the new Fee Schedule. Back to Top 20

8. Create Fee Schedule for Trial Billing NOTE: If your CONTINUITY Billing Plan doesn t have a trial period, click on this link to skip to Step 9 Create Fee Schedule for 1 st Month Billing. a. Open the Acquisition Center Go to the BILLING PLANS tab. b. Drop down and select the same CONTINUITY Billing Plan from Step 7. c. On the ACTIONS menu Select New Fee Schedule. d. The following window will open. Select the ACCT CODE for your TRIAL BILLING. e. Enter the AMOUNT to be billed at the end of the trial period. This would be the full purchase price of the product. f. Make sure the appropriate PROGRAM, ACQ CENTER and BILLING PLAN is selected. g. On the TRIGGER tab: 1. Set Customer Status Start to: Trial 2. Set Customer Status During to: Billing 3. Set TRANSACTION TYPE to: Purchase 4. Set the REBILL EVERY field to: The number of days in your trial period 5. Set CYCLE MIN/MAX to: 0/1 20

h. On the RESPONSES tab >Under the TRANSACTION ACCEPTED section: 1. Set Customer Status to: Active i. SAVE the changes. j. Click REFRESH to see the new Fee Schedule. Back to Top 20

9. Create Fee Schedule for 1 st Month Billing NOTE: Follow these steps for ALL Continuity Billing Plans, whether they have a trial period or not. a. Open the Acquisition Center Go to the BILLING PLANS tab. b. Drop down and select the same CONTINUITY Billing Plan from Step 8. c. On the ACTIONS menu Select New Fee Schedule. d. The following window will open. Select the ACCT CODE for your 1 st Month BILLING. e. Enter the AMOUNT to be charged for the 1 st month s continuity order. f. Make sure the appropriate PROGRAM, ACQ CENTER and BILLING PLAN is selected. g. On the TRIGGER tab: 1. Set Customer Status Start to: Active 2. Set Customer Status During to: Active 3. Set TRANSACTION TYPE to: Purchase 4. Set the REBILL EVERY field to: 30 days or the number of days in your billing cycle 5. Set CYCLE MIN/MAX to: 0/2 h. On the RESPONSES tab > Under the TRANSACTION ACCEPTED section: 1. Set Customer Status to: Active 20

2. Select the Recurring Fulfillment to be sent by clicking on the Eyeglasses. i. SAVE the changes. j. Click REFRESH to see the new Fee Schedule. Back to Top 20

10. Create Fee Schedule for 2 nd Month Billing NOTE: Follow these steps for ALL Continuity Billing Plans, whether they have a trial period or not. f. Open the Acquisition Center Go to the BILLING PLANS tab. g. Drop down and select the same CONTINUITY Billing Plan from Step 9. h. On the ACTIONS menu Select New Fee Schedule. d. The following window will open. Select the ACCT CODE for your 2 nd Month BILLING. e. Enter the AMOUNT to be charged for the 2 nd month s continuity order. f. Make sure the appropriate PROGRAM, ACQ CENTER and BILLING PLAN is selected. g. On the TRIGGER tab: 1. Set Customer Status Start to: Active 2. Set Customer Status During to: Active 3. Set TRANSACTION TYPE to: Purchase 4. Set the REBILL EVERY field to: 30 days or the number of days in your billing cycle 5. Set CYCLE MIN/MAX to: 3/3 h. On the RESPONSES tab > Under the TRANSACTION ACCEPTED section: 1. Set Customer Status to: Active 20

2. Select the Recurring Fulfillment to be sent by clicking on the Eyeglasses. i. SAVE the changes. j. Click REFRESH to see the new Fee Schedule. Back to Top 20

11. Create Fee Schedule for 3 rd Month Billing NOTE: Follow these steps for ALL Continuity Billing Plans, whether they have a trial period or not. a. Open the Acquisition Center Go to the BILLING PLANS tab. b. Drop down and select the same CONTINUITY Billing Plan from Step 10. c. On the ACTIONS menu Select New Fee Schedule. d. The following window will open. Select the ACCT CODE for your 3 rd Month BILLING. e. Enter the AMOUNT to be charged for the 3 rd month s continuity order. f. Make sure the appropriate PROGRAM, ACQ CENTER and BILLING PLAN is selected. g. On the TRIGGER tab: 1. Set Customer Status Start to: Active 2. Set Customer Status During to: Active 3. Set TRANSACTION TYPE to: Purchase 4. Set the REBILL EVERY field to: 30 days or the number of days in your billing cycle 5. Set CYCLE MIN/MAX to: 4/4 h. On the RESPONSES tab > Under TRANSACTION ACCEPTED: 1. Set Customer Status to: Active 2. Select the Recurring Fulfillment to be sent by clicking on the Eyeglasses. 20

i. SAVE the changes. j. Click REFRESH to see the new Fee Schedule. Back to Top 20

12. Create Fee Schedule for 4 th Month Billing & Beyond NOTE: Follow these steps for ALL Continuity Billing Plans, whether they have a trial period or not. i. Open the Acquisition Center Go to the BILLING PLANS tab. j. Drop down and select the same CONTINUITY Billing Plan from Step 11. k. On the ACTIONS menu Select New Fee Schedule. d. The following window will open. Select the ACCT CODE for your 4 th MONTH PLUS BILLING. e. Enter the AMOUNT to be charged for the 4 th month s continuity order & beyond. f. Make sure the appropriate PROGRAM, ACQ CENTER and BILLING PLAN is selected. g. On the TRIGGER tab: 6. Set Customer Status Start to: Active 7. Set Customer Status During to: Active 8. Set TRANSACTION TYPE to: Purchase 9. Set the REBILL EVERY field to: 30 days or the number of days in your billing cycle 10. Set CYCLE MIN/MAX to: 5/999 h. On the RESPONSES tab > Under TRANSACTION ACCEPTED section: 1. Set Customer Status to: Active 20

2. Select the Recurring Fulfillment to be sent by clicking on the Eyeglasses. i. SAVE the changes. j. Click on REFRESH to see your complete CONTINUITY Billing Plan with 6 Fee Schedules. Back to Top 20

13. Create Fee Schedule for One Time Billing NOTE: This fee schedule is for your straight sales or one time sales with no continuity. a. Open the Acquisition Center Go to the BILLING PLANS tab. b. Drop down and select your NON-CONTINUITY Billing Plan. c. On the ACTIONS menu Select New Fee Schedule. d. The following window will open. Select the ACCT CODE for your ONE TIME BILLING. e. Enter the AMOUNT to be charged to the customer. f. Make sure the appropriate PROGRAM, ACQ CENTER and BILLING PLAN is selected. 1. Set Customer Status Start to: New 2. Set Customer Status During to: Pending 3. Set TRANSACTION TYPE to: Purchase 4. Set REBILL Every to: 0 days 5. Set CYCLE MIN/MAX to: 0/999 6. SAVE the changes. g. On the TRIGGER tab: 20

h. On the RESPONSES tab > Under the TRANSACTION ACCEPTED section: 1. Set Customer Status to: Canceled i. SAVE the changes. j. Click REFRESH to see your complete NON-CONTINUITY Billing Plan with 1 Fee Schedule. Back to Top 20

14. Create APIs What are APIs? a. APIs stands for Application Programming Interfaces. b. APIs are what make it possible to move information from external programs or web pages into OrangeCRM, specifically customer and transaction data. c. APIs also contain sets of requirements that govern what is acceptable data. d. Each API you create will come with a unique Token that you will need to give to your web developer for integration. How to Create a Soap Customer API a. On the HOME PAGE - Go to the LISTS Menu > Select API INTERFACES b. Click on New API (top right). c. The following window will open. Enter a NAME for the API. d. For the API TYPE select SOAP CUSTOMER. e. Select the PROGRAM. f. In the SETUP tab - Select the Acquisition Center and Billing plan. 32

g. Your SET CUSTOMER STATUS should be: Trial h. In the VALIDATE and ALLOW PAY TYPES sections - Check or uncheck the boxes that do/don t apply to your offer. i. In the Required Fields section of the SETUP tab, select the fields that are required for a new customer record coming into the CRM and uncheck any fields that do not apply. j. SAVE the changes. k. Click on REFRESH to see your new SOAP CUSTOMER API. 33

How to Create a Soap Transaction API a. Click on New API (top right). b. The following window will open. Enter a NAME for the API. c. For the API TYPE select SOAP TRANSACTION. d. Select the PROGRAM. e. In the SETUP tab - Select the Merchant Bank, Acquisition Center and Initial Fee Schedule. f. In the ALLOW PAY TYPES section - Check or uncheck the boxes that do/don t apply to your offer. g. In the Required Fields section of the SETUP tab, select the fields that are required for a new transaction record coming into the CRM and uncheck any fields that do not apply. h. SAVE the changes. 34

i. Click on REFRESH to see your new SOAP TRANSACTION API. j. Give all of your Customer & Transaction API Tokens to your web developer for integration. NOTE: If you would like an immediate welcome email or an order confirmation email to be sent to the customer as soon as the order is received in the CRM, click on this link to go to Appendix B: How to Create Customer Email Notifications. Back to Top 35

Appendix A: How to Create Account Codes a. Go to the BANK Menu >Select Account Codes b. Click on New Account Code (top right). c. The following window will open. Select either Receivable or Payable for the Account Type. d. Enter the Account Code and Account Description. e. SAVE the changes. f. Click REFRESH to see your new Account Code. Back to Top 36

Appendix B: How to Create Customer Email Notifications This section will cover a few different ways to set up a customer email notification, depending on when you want the email to be sent to the customer. a. If you want to send an immediate welcome email or order confirmation email as soon as the customer s order is received in the CRM, you will setup the email in the API section. b. If you want to send a shipping confirmation email after the customer s order has been shipped, you will setup the email in the Fulfillments section. c. If you want to send a refund confirmation email after the customer has been issued a refund, you will setup the email in the Fulfillments section. Before you can create any customer email notifications, you must first setup your email MESSAGE SERVICE PROVIDER. How to Setup Your Email Message Service Provider a. On the HOME PAGE Go to the LISTS Menu >Select MESSAGE SERVICE PROVIDERS b. Click on NEW MESSAGE PROVIDER (top right). c. The following window will open. Enter a NAME for your Message Provider. d. In the PROVIDER field Select your email service provider or select CUSTOM SERVER. e. Fill in the SERVER, PORT, USERNAME and PASSWORD to your email account. 37

f. SAVE the changes. g. Click REFRESH to see your new Message Service Provider. How to Create an Immediate Welcome or Order Confirmation Email a. On the HOME PAGE Go to the LISTS Menu >Select API INTERFACES b. Open the SOAP TRANSACTION API that you want to send the email for. c. Go to the CUSTOMER NOTIFY tab and select ENABLE next to the EMAIL CUSTOMER field. d. Select your MESSAGE PROVIDER. e. In the RETURN ADDRESS Field Enter the From email address you want the customer to see when they receive your email. Example: CustomerService@YourCompanyName.com f. In the SUBJECT LINE Field Enter the subject line you want the customer to see when they receive your email. 38

g. In the MESSAGE BODY section Type the message you want to appear in the body of the email. h. Insert any of the listed FIELD NAMES that start and end with a percent sign throughout the body of your email as desired. When the email is sent, the actual data from that field is populated in place of the field name. 39

i. To get a better idea of how you can use the fields to personalize each email, click on this link to go to Appendix C: Sample Emails. How to Create a Shipping Confirmation Email a. On the HOME PAGE - Go to the LISTS Menu >Select FULFILLMENTS b. Open the Fulfillment you want to send a shipping confirmation email for. c. Go to the RESPONSE tab. d. In the RESPONSE VIA EMAIL Section - Select ENABLE next to the EMAIL CUSTOMER field. 40

e. In the RESPONSE VIA EMAIL Section - Select the MESSAGE PROVIDER. f. In the EMAIL RETURN field - Enter the From email address you want the customer to see when they receive your email. Example: CustomerService@YourCompanyName.com g. In the EMAIL SUBJECT LINE field Enter the subject line you want the customer to see when they receive your email. h. In the MESSAGE BODY field Type the message you want to appear in the body of the email. i. Insert any of the listed FIELD NAMES that start and end with a percent sign throughout the body of your email as desired. When the email is sent, the actual data from that field is populated in place of the field name. 41

j. To get a better idea of how you can use the fields to personalize each email, click on this link to go to Appendix C: Sample Emails. How to Create a Refund Confirmation Email a. On the HOME PAGE - Go to the LISTS Menu >Select FULFILLMENTS b. Click on NEW FULFILLMENT (top right). c. Enter a NAME for your Refund Email Fulfillment. d. In the STYLE field Select ENHANCED EMAIL. e. Select the PROGRAM. 42

f. Go to the TRIGGER tab. g. In the TRIGGER TYPE field Select REFUND. h. Go to the SETUP tab. i. In the EMAIL BUILDER section Select the MESSAGE PROVIDER. j. In the RETURN ADDRESS field Enter the From email address you want the customer to see when they receive your email. Example: CustomerService@YourCompanyName.com k. In the SUBJECT LINE field Enter the subject line you want the customer to see when they receive your email. l. In the MESSAGE BODY field Type the message you want to appear in the body of the email. m. Insert any of the listed FIELD NAMES that start and end with a percent sign throughout 43

the body of your email as desired. When the email is sent, the actual data from that field is populated in place of the field name. n. To get a better idea of how you can use the fields to personalize each email, click on this link to go to Appendix C: Sample Emails. Back to Top 44

Appendix C: Sample Emails Order Confirmation Email Dear %FIRSTNAME% %LASTNAME%, Thank you for your order. Your order will ship in the next 1-2 business days to the following address: %ADDRESSONE% %CITY%, %STATE%, %ZIP% %COUNTRY% Item Ordered: %PLAN% If you have any questions please call 1-888-888-8888 Monday through Friday 9:00 AM - 6:00 PM EST or email us at Support@YourCompanyName.com. Shipment Confirmation Email Dear %FIRSTNAME% %LASTNAME%, Good News! Your order has shipped. The tracking number for your shipment is %TRACKINGNUMBER%. You should be receiving your package within a few days. To check on the status of your delivery, click on the link below and paste your tracking number into the search box. https://tools.usps.com If for any reason you do not receive your package within 3-5 days please contact us at 1-888-888-8888. Refund Confirmation Email Dear %FIRSTNAME% %LASTNAME%, We have processed your refund for Product Name in the amount of %MAILMERGE1% to your %MAILMERGE2% Credit Card. Your refund confirmation number is: %MAILMERGE5%. Thank you for giving our product a try. Back to Top 45

Appendix D: How to Create Events What Are Events? Events are used to track CSR actions, revenue shares, chargebacks and QA performance. OranceCRM comes with a default set of events. However, the CRM administrator can add custom events or remove default events as needed. How to Create Events a. Hover over the Events menu and click on Events Master List. b. The default set of events will be displayed. Any events that you do not wish to use can be marked as inactive. c. To create a new event, click on the New Event button on the top right side of the screen. d. A new event window will open. Enter a name for the event, select the desired performance group (the category under which this event will be displayed in reporting) and select the trigger (the action that will trigger this event). e. In the Customer Update Tab, use the drop down menus to select any updates you want the system to make to the customer record when this event is triggered. f. In the Revenue Share tab, use the drop down menus to select the desired settings. If you do not want to use revenue share with this event, leave the settings disabled. 46

g. In the OrangeTask Tab, use the drop down menu to enable the Generate Ticket feature. This will automatically generate a ticket in IssueBreeze when this event is triggered. This is a good feature to use when you want a certain action/event to be reviewed by a manager on a daily basis. h. Select the desired ticket queue, and enter a ticket subject and a ticket message. i. Be sure to click the Save button in the new event window to make these settings go into effect. 47