Heart Productions & Publishing Procedures Documentation

This is a sketch manual for Heart Productions & Publishing Customer Support Operators.

Overview of Customer-related Systems:

  • Website Navigation - Online store pages
  • Moviecards
  • UltraCart
    · Store function
    · Fulfillment House: FulEx, Warren, MI
  • aMember access control for Online content:
    · Master Minding 101
    · Academic Success 101
    · Team Synergy 101
    · Connecting With Colors 101
    · StayMarried

*** Website Navigation - Online store pages ***

Home page

"First Level" pages: MeetMary, Speaking, Media, Resources, Contact

Fundraising, MasterMinding, Subscription, Affiliates

Success Store Home

Search Box

Sub-levels:

DVDs of Movies - goes to bottom of /Movies/ page

CDs has musical artists we stock - music used in movies

Books - graphical listing, sub-page for each one

Gifts - graphical listing, sub-page for each one

Poster & Prints

Online Courses - graphical listing, sub-page for each one

Include Audio Packages

Business Products

Moviecards Home (electronic greeting cards using Flash movies)

Sub-levels:

Join: Register, then Pay <***** the only one VA needs to know about

Help/FAQ and Video tour <***** will help VA learn

Gallery (Two ways: one-page and by category)

Member controls: Profile, Address List, History, Favorites, Calendar

Movies (list of all Flash Online Movies)

Children (a one-page, but different graphics)

*** Moviecard Subscriptions Paid through 2CheckOut.com ***

User Log in:

UserName:Each Operator has her own private account to use and learn from
______

Researching and correcting subscription problems:

Administrative Log in:

UserName: admin1
Password: Allway1one

Use the search field: Find a user account [_____] to see if a person has an account and if it is paid.
Do not use this to make changes in a user’s status – a bug will wipe the file clean (!!!!)
You can get a person’s username and password in this inquiry by clicking on their User ID
You can also find stats on last log-in, cards sent, etc.
______

Using the Customer’s log-in, you can get to their Profile, History, and Address Book to check into whatever they need.

*** UltraCart ***

Log in:

Company Code: HPP

[Back-End Order Entry]: This button downloads the javascript to run on your computer.
beoe.jnlp is downloaded and executed. Once downloaded, you only need to create a shortcut to it – you don’t need to download it each time.
· Accept the warning about unsupported features.
· Log in using the Company Code, User and Password above.
· The order form will connect to UltraCart and remain active until you close it. After each order is entered, it will refresh to an empty form.
· See Video at
· ALWAYS.
· ALWAYS ask for their EMAIL address FIRST: entering it will immediately tell you if they have previously created a customer record.
· Use the attached list of Products and item codes, or just start typing the description and it will start showing you possible matches for you to select.

Create a new Customer record for return visit: (create log-in for future charge-card purchases, if their email address is not recognized – see above)
· When taking an order over the phone on the Back Office Order Entry, don’t bother asking if they want to create a customer record, just go ahead and create one.
· Create a Customer Record simply by entering a password: “admin” is our standard.

Customer Inquiry: Bookmark this link, because it is hard to find in UltraCart console -
· You can look up a customer ONLY by EMAIL address. Partial matches work by using * as a wildcard, so try the “*@shcoolname.org” part of the address if the whole address does not come up – so you can find out if someone else in the school has already registered.
· If there is already someone else registered within the school district, if you can ask the customer about combining them, do so, otherwise just go ahead and set up a new record for them.

Customer Registration for P.O. status (USA and Canadian customers only)- See Video at
· These will come to you in an email.
· Click on link in email calling for approval of P.O. registration – you may have to log in, but it will take you to the right page after you do so.
· Approve all Schools in US – refer Canadian/Australian to HQ – reject any others.
· Approve business only if they are big enough that you have heard of them, ONLY after you have called and confirmed the authority of the person.

Checkout without registering
· Customers at the website have a choice as to whether they want to create a customer record or choose “Express Checkout.”

Checkout with "pay by check or pay by Money Order"
· When a Customer chooses this method, the order is placed in a holding pattern by UltraCart waiting for the check or money order to arrive in the mail. No further action is to be taken on these orders.

Digital Download Reset - See Video at

Online Course Access: see aMember procedures.

ORDER TRACKING: Link is at the Bottom of Every Store Page:
If order does not show up in tracking above: Log into SHIP4U

*** FulEx Fulfillment Services – Warren, MI ***

OUR SHIPPING ADDRESS:

Heart Productions & Publishing c/o

FulEx, LLC.

7300 Miller Dr.

Warren, MI 48092

Phone 586-795-1446

Fax 313-557-1840

“The Boss” - Carmen Mirabella <>

Send all shipping questions or changes to: Robert Davison <>

The one who knows and sees all: Gina Clark <>

PARENT COMPANY: PromoFill: Dan Barnett

(800) 815-1505 Toll Free

(949) 225-1300 International

SHIP4U System is run on servers at: CIO Technologies, Inc.

Head Chief: Gunnar Fredlund

Gets Things Done: Hans Backman <>

Tel 805 898-2444

SHIP4U:

UserName: CRAIGR
Password: dotCOM49 <this changes from time to time

ORDER TRACKING: Link is at the Bottom of Every Store Page:

If order does not show up in tracking above: Log into SHIP4U

*** aMember Online Courses - MM101; AS101; TS101;CC101; StayMarried ***

Log in:

UserName:VA1one
Password: dotcom1

Giving Customers their information for Online Course Access - See Video at