ecommerce Website User s Guide

eCommerce Website User’s Guide Getting Started Before you get started make sure you have the following: 1. An IBM compatible PC or Macintosh 2. An Int...
Author: Godfrey Freeman
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eCommerce Website User’s Guide Getting Started Before you get started make sure you have the following: 1. An IBM compatible PC or Macintosh 2. An Internet Service Provider (ISP) 3. One of the following browsers • Internet Explorer 5.0+ • Netscape Navigator 7.0+ • Internet Explorer for Mac 5.2+ • Safari for Mac 4. Screen Resolution of at least 800x600

Support Contact Customer Support at 1-877-269-1784. Customer support is available M-F 8 am to 8 pm EST. E-mail us at [email protected]

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Table of Contents Introduction Signing On .................................................................................................................2 The Home Page..........................................................................................................4 Navigation Bar ...........................................................................................................6 Download the EPG ....................................................................................................7

Section One: Order Placement Check Stock ...............................................................................................................10 Catalogs......................................................................................................................12 Quick Add..................................................................................................................15 My Items ....................................................................................................................17 View Cart ...................................................................................................................19 Check Out ..................................................................................................................22 Open Orders ...............................................................................................................26 Order History .............................................................................................................28

Section Two: Services Reporting....................................................................................................................30 Sample Request..........................................................................................................31 Return Center .............................................................................................................32

Section Three: Admin Options User Administration...................................................................................................34 Personalization...........................................................................................................36 Change Password .................................................................................................38

Appendix Quick Reference.........................................................................................................41

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Introduction Signing On .................................................................................................................2 The Home Page..........................................................................................................4 Navigation Bar ...........................................................................................................6 Download the EPG ....................................................................................................7

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Introduction This booklet provides instructions for our customers on how to use the company’s e-commerce site including administration and customer features. The website is designed for customers who want the convenience of ordering on the web. However, not all customers will have access to all ordering features. Your customer service representative can discuss with you all of the options available and whether they are right for your account.

Signing On You will be given a user ID and password. Type the website address into your browser’s web address box and either click the Go button or press the Enter key on your keyboard. Once on the website Home Page, enter your email address and password in the boxes provided.

The Home Page has many different functions. On the Home Page itself, we offer the latest industry news, the ability for you to personalize the Home Page by adding links to other websites and a very helpful navigation bar section. Sign-On Screen Tips •

Checking the Remember Me box beneath the Sign-On box will save your email address and password so the next time you visit the site, you won’t need to type them in. Simply click the Go button to login.



You can quickly access the website in the future two different ways. One way is to add the website to your list of Favorites. The other is to click on the arrow on the right-hand side of the web address box. A list of the most recent sites you visited will appear. Select the website and click the Go button or double click the site address.



The first time you sign on, you will be asked to change your password. -2-



Your password must be at least 8 characters, and can be any combination of alpha and numeric characters. The consecutive letters ‘password’ are not allowed as part of a valid password and will not be accepted.



If you have forgotten your password, or need help logging in, click Forgot your password? and you will be directed to call the support desk.

How to Add a Website to Your List of Favorites: 1. Open your web browser and access the website. 2. Once you are on the Home Page, select the Favorites option at the top of the screen.

3. Select Add to Favorites 4. Type the name of the website in the Name field and click on the OK button. 5. The next time you open your web browser you will be able to go to the Favorites list and select the website. Keep in Mind •

On the website you will need to scroll up and down to view the full screen. Keep this in mind while viewing the remaining screen pictures in this booklet.



Throughout the website, any blue text (that is not a title) can be clicked on to connect to that feature.



Our Terms of ACCESS is displayed at the bottom of most pages. Click on this link to view the legal requirements for using the website. The first time a new user logs on to the site, they will be required to read and accept these terms of access or they will not be allowed to use the site.

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The Home Page The Home Page is your launching pad to the many features of the site. You will automatically come to this screen after the sign-on process is complete.

News and Links The Home Page hosts an assortment of user-defined preferences for news feeds and links. The Search Bar The black bar running across the top of the page contains a helpful catalog search feature that allows you to find items using a variety of search filters.

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MSDS Direct By clicking on the MSDS Direct icon you will be taken to a searchable on-line database that contains MSDS sheets for all of our chemical products. Here you can download or print the MSDS sheets you need for the chemical products offered. Electronic Product Guide (EPG) Click on the Electronic Product Guide icon to download our EPG that provides a searchable catalog of our products for your region. See the Tools section of this document for more on downloading and using the EPG.

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Navigation Bar The part of the website known as the Navigation Bar is the blue strip that runs down the left hand edge of the screen. It is visible on every page of the website and can be accessed at any time. The navigation bar features include links to these pages: Catalog Index, Knowledge Center, Tools, Contacts, Supplier, Help, and About Us. Home This link will take you back to the website’s Home Page. The Home Page displays company news articles, customer specific news articles as well as industry related news feeds. Knowledge Center The Knowledge Center offers the following features: The Graphics Edviser - This is a link to a website devoted to answering questions, giving solutions and offering insight to publishing procedures and operations. Tools The on-line tools are available to registered users and include the Imposition Calculator, and the EPG download. The Imposition Calculator shows a user how to get the most out of their press sheet layouts. Links to additional tools can be added to this page by clicking on the blue text Modify your tools list or by going to Personalization on the lefthand navigation bar. Contacts The Contacts feature has company contact information and location listings for nonregistered users. Registered users also have additional contact information specific to their account. Clicking on the blue text will launch the user’s email program and address the email to the appropriate contact. To get a location listing for a state, select the state in the box and click on Search. Clicking on a region of the map will display the locations in that region in the selection box. For some of the websites the map search function has been removed and the location address is displayed automatically. Supplier The Supplier feature provides links to supplier websites and industry association websites. Help The Help feature provides information if you have questions or need help with this website. About Us Click on the Learn About Us Here icon to learn more about our company. -6-

Downloading the EPG Registered users of the website can download a version of the catalog to their desktop and search for items without using the Internet. Once downloaded, an automatic update is performed whenever the user launches the application and will check to make sure they have the newest version.

How to Download/Use the EPG Download: 1. To Download a catalog, click on Tools from the left hand navigation bar. 2. Click on either the EPG logo or the blue text that reads Electronic Product Guide. 3. Follow the on-screen prompts to install the EPG. A box will appear that will allow you to choose the location where you want the catalog to be saved.

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4. 5.

Once the download process is complete, you will find an icon on your desktop to the Electronic Product Guide. In order to keep your EPG data current, enter your e-mail address and password from the webiste and click Save. The EPG will automatically update each time you use it.

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Section One: Order Placement Section One: Order Placement Check Stock ...............................................................................................................10 Catalogs......................................................................................................................12 Quick Add..................................................................................................................15 My Items ....................................................................................................................17 View Cart ...................................................................................................................19 Check Out ..................................................................................................................22 Open Orders ...............................................................................................................26 Order History .............................................................................................................28

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Check Stock The Stock Check feature allows customers to inquire about inventory availability for a specific item using either the supplier or the customer item number. Performing stock checks can be done from a number of different areas on the website. Perhaps the easiest way is by using the Stock Check feature on the left-hand navigation bar. How to Use Stock Check: 1. Click on Stock Check on the left-hand navigation bar 2. Enter either the supplier or customer item number and a quantity and click Continue. 3. The Stock Check Results screen will appear next and the user can add the item to their shopping cart by clicking the Add to Cart icon. They can also add an item to their template by clicking the Add to My Items icon.

A request for a non-stock item displays a message indicating that the item must be ordered from the mill. Placing that item in a cart will result in a backorder. If the requested item is unavailable, a message indicating the quantity available (if any) and the quantity backordered will be displayed. Both mill items and backorder items can be added to a shopping cart and ordered. - 10 -

Stock Check Results Screen Fields Item Description- A description of the item that includes size, weight and color. Quantity Available- Shows the quantity of the item at the two closest shipping locations. Only those users with proper authorization can see stock levels. Quantity- The requested quantity. UOM- Unit of Measure. Pull down box displays the various units this item is available. Price- This is the customer’s price. Only those users with proper authorization can see price. Total Price- This is the customer’s extended price. Only those users with proper authorization can see Total Price. Other Ways to Check Stock: Wherever there is a

check stock icon when using the following features:

1. Catalog Index or the search naviagation toolbar 2. Quick Add 3. My Items For more information, each of these features has its own section in this manual.

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Catalogs There are two different ways to search the available catalogs: using the search bar or Catalog Index. Only catalog items can be found using either of these catalog search features. Some items you want to order may not be in the catalog, however any item can be ordered through the website. Consult your customer service representative for ordering options for those items. Catalog Index The Catalog Index allows users to “drill down” to specific items by first selecting an industry segment section, then category and then grade. The selection path (list of previous selections) is listed above the category index list as each search selection is made. Users can return to previous selections by clicking on any selection in the path. Choose a Product Segment then Catalog Section

Choose a Product Line and Grade

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Once a product segment section, category and grade have been selected, the Catalog Search Results screen is displayed.

From the Catalog Index Results screen, users can stock check items or add them to a My Items list or to a shopping cart. Each item listed displays the item number, item description and bracket pricing. The user can choose to see pricing in terms of any available unit of measure in the provided drop down box. Click on the item number and it will take the user to the Item Detail screen for that item which will include item availability.

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There are Four Icons on the Item Detail Screen: icon in order to add an item to your shopping cart. You must 1. Click on the first enter a valid quanity in order to add an item to your cart. 2. To add an item to a My Items list, click the

icon.

3. To perform a stock check on an item, click on the

icon.

4. If the item is already in your cart, a icon will appear. You can always add more to your cart by clicking any shopping cart icon. The Search Bar

The Search Bar, located at the top of the page from ANY screen, can be used to find items by entering information such as size, color, grade or manufacturer. To use, select a product segment catalog from the first drop down box. From the second drop down box, select the type of search from the drop down box. The choices are: keyword, item number, manufacturer item number, or manufacturer name. In the space next to “Search” enter the keyword, item number, or manufacturer name, based on what you selected as your type of search. Click Go and the results of the search will be returned in a Product Search Results screen. Product Search Results functions the same as the Catalog Index screen, in that you can check stock, add items to a shopping cart or My Items list and view the item detail.

The left side of the Search bar also shows you the number of items in your shopping cart as well as the total dollar amount of your order.

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Quick Add The Quick Add feature is a great tool for users who know or are familiar with their item numbers. With this feature, users can either create orders or perform stock checks on multiple item numbers (up to ten at once). If the customer is set up to use line level codes and/or customer item numbers, these columns will also appear for input as well.

How to Use Quick Add: 1. Select Quick Add from the left-hand navigation bar. Enter up to 10 item or customer item numbers and a quantity for each item. 2. To perform a Stock Check, click on the Stock Check All icon. From the Quick Add Results screen, you will be able to add any items to a cart, a My Items List, change quantities and units of measure and of course view available inventories. NOTE: Items added to a My Items using Quick Add have a default quanity of zero (0). 3.

To add items to a shopping cart, click on the Add All icon. The items listed in the Quick Add box will be added to the user’s shopping cart without returning any results. If changes need to be made to the items, they can be made by clicking View Cart from the left hand navigation bar.

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Click Stock Check All in Quick Add to get to the Quick Add – Stock Check screen. From here, you can view stock levels, add items to your shopping cart or add all of the items to your My Items list by clicking on the icons at the bottom of the screen.

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My Items The My Items feature allows users to build and save lists of frequently ordered items and add those items to their shopping cart. My Items lists are a great way to organize frequently ordered items. Each My Items list can hold unlimited items and each customer can have as many My Items lists as needed. There are three different levels of authorization available: Customer, Location and User. These authorization levels will allow precise control of who may see and use each list. A My Items list that is authorized for the customer may be used by any user that is assigned to that customer. A My Items list that is authorized for a particular location(s) can only be used by a user that has that ship-to in his/her list of authorized locations. The user level of authorization will allow a My Items list to be used only by the authorized individual user(s). How to Create a New My Items list: 1. Click on My Items on the left hand navigation bar. Then click the blue text “Click to create a new My Items List”. 2. From the Create My Item List screen, next to My Item Name, enter the title of the new list in the space provided. 3. Under Authorization, choose the authorization level you would like to apply to the list and click the circle button next to it. If the list is authorized for a location or user, a drop down list of locations or users will display. Select the location or user you wish to give access to that My Items list.

4. Click the Save icon, located at the bottom of the screen, to save your new My Items list. 5. Add items to your list by using Stock Check, Catalog Index, the search bar or Quick Add as previously described in this manual.

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How to Work with a My Items List: •





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Copy a My Items list- Click the copy icon to the right of the list you wish to copy. Provide a new name in the space provided and choose an authorization level. A new list in that name will be created for the customer that can be tailored to the new user(s) of the list. Export a My Items list- Click the export icon to the right of the list you wish to export. On the Export My Items screen, click the Download button to create an export of the list that can be saved to your hard drive. When prompted, click OPEN to open the spreadsheet in a new window, which you can view or edit and save to your hard drive. To save directly to the hard drive click SAVE and choose a location you would like to save the file. Import a My Items list- Click the import icon to the right of the list you wish to import from a file. On the Import My Items screen you can click Download Sample to download and save an Excel spreadsheet that can be used as a template to create your own import file. Once the file is created, you can click browse to find the file you created and and click import to import that file into the My Items list. Delete a My Items list- Click the delete icon to the right of the list you wish to delete. A box will pop up asking you to confirm the deletion. Click OK to delete the list or click Cancel to proceed without deleting. Edit a My Items list- Click the edit icon to the right of the list you wish to edit. My Items lists can only be changed by an administrator for the company or your sales representative, unless the list is a user level item list. • • • • • •

Change the list name by typing a new name in the space provided. Change the authorization level by clicking the circle button next to the appropriate authorization level. Change the sorting of the list by changing the sort values at the right of each item. icon for that item. Delete an item by clicking the delete Click the icon to go to the various methods to search items from which you can add an item to your list. Click the

icon to save your changes.

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View Cart The View Cart feature displays the contents of a user’s cart and allows them to make changes to the cart, checkout and place the order or delete the cart completely. To view the content of a cart all you have to do is click on View Cart from the left-hand navigation bar. Items that have been added to the cart will remain there until an order has been placed or the cart has been deleted.

Shopping Cart Contents Fields Del- Check this box and click update to delete an item from the cart. Description/Item- Item description and item number My Price- Customer’s price per unit of measure Qty- Quantity ordered, which can be changed on this screen

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Unit- The requested unit of measure for the quantity ordered, which can be changed on this screen Total- Extended price of the quantity ordered An additional column heading may exist that can be used for just about anything, such as recording a cost center number responsible for ordering that item, etc. This column heading is customer defined. Comments- When the order is submitted, any comments entered here will appear anywhere the order is viewed. In the bottom left-hand corner of each item box in the cart, you will see one of three availability stamps: Ready to Ship, Partial Quanity Available or Not Available. •

If the item is completely available, a message will display indicating it is Ready to Ship with a date and time stamp of when stock was last checked.



If the item is partially available, a message displays indicating that there is a Partial Quanity Available. A date and time stamp of when stock levels were last checked will also display. The amount available and amount ordered displays along with options for the customer to do one of two things. The first option is to order only the available quantity. If the customer does, the quantity will be updated to reflect the available quantity. The second option is to accept a backorder for the unavailable amount.



If the item is completely unavailable, a message of Not Available displays with a date and time stamp of when stock was last checked. An additional message displays indicating the unavailable amount will be backordered.



If the item is a non-stock item, a message displays indicating Not Available with a date and time stamp of when stock was last checked. An additional message displays indicating real time inventory is not available for that item and that a CSR will contact the customer with specific order instructions after order placement.

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There are four icons across the bottom of the View Cart screen: •

- When there are any changes made to the cart on the View Cart screen (deleting items, changes in quantity or units of measure, comments, etc.), the Update Cart button must be clicked to save the changes.



- If a user wants to add more items to the cart, they should click the Add Item button. This will take them to a screen which allows them to select a way to add additional items.



-If the user wants to delete the entire car, they should click the Delete Cart button. Once selected, a confirmation screen will appear just in case the user clicked it by mistake.



- Click the Check Out button to begin processing the order. The Checkout screen will display if there is nothing wrong with any of the items. If there are errors with any of the items, the user must first resolve these issues before being able to checkout.

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Checkout After a cart has been created and any errors have been corrected, the next step in the ordering process to Checkout. There are several options available to the user on the Checkout screen including updating the order, adding a PO number to their list of POs, submitting the order, merging the order with another open order, deleting the order, printing a copy of the order or going back to the Shopping Cart Contents screen. How to Checkout/Submit an Order: 1. Click on View Cart from the left-hand navigation bar. Review item numbers, UOMs, prices and correct any errors. Once this is done, click the Checkout button. 2. The user will be taken to the Checkout screen. The user should enter a Customer PO number (or select one from their list of stored PO numbers), a Requested Delivery Date and a Delivery Attention. If desired, additional e-mail addresses can be added in the field provided. These e-mail addresses, in addition to any already set-up, will receive an order confirmation e-mail once the order is submitted. 3. Next, double check the Bill-To information as well as the Ship-To information. 4. If needed, they can place the order on Delivery Hold, hold the order until all of the items can be shipped complete (Ship Order Complete) or place the order in Will Call. 5. If the user wants the order delivered to an address other than the default Ship-To address they can place a check in the box next to Check for Ship-to Override. If the user does this, they must enter the address they want the order shipped to in the lines below. 6. Next, the user will want to verify that the items, UOMs, prices and order total are correct. 7. The user may also use the Order Messages box at the bottom of the screen to add any comments to the order. 8. Once the user is satisfied that all of the information is correct, click Submit Order to place the order. 9. Once submitted, an Order Confirmation screen will appear, displaying the order number and a list of the customer’s orders along with links to printer friendly versions of the orders for the customer’s convenience. If the order is not submitted, but is still in the user’s cart, the order will display in Open Orders as an unsubmitted cart and any applicable error messages will display in the Order Detail Review.

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Note: Clicking the check box marked Check to Add to List will add that information to the list of already stored PO or email addresses for that user, once the order is submitted.

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Checkout Screen Fields Customer PO- The customer’s purchase order number. Click the check box to the right to add the PO number to the user’s list of stored PO numbers. Requested Delivery Date- The user should only enter a date if they want shipment outside of their normal delivery schedule. When the order is submitted, a requested delivery date will genrate a workflow task for the eCSR. Date format must be MM/DD/YYYY. Attention- Attention-To name for the shipment address. Additional E-Mail Addresses- E-mail addresses entered here will receive order confirmation e-mails in addition to the e-mail addresses already set-up for the user placing the order. Order Placed By- This field displays the name of the user who is placing the order. Bill To- Address to which the order will be billed. Ship To - Default address to which the order will be delivered. Can be overridden and changed (see ShipTo Override). Place on Delivery Hold- Check this box to place the order on delivery hold so the order is not automatically released for shipment. Ship Order Complete- Check this box if the customer wants the order to be shipped only when all items in the order are available. Will Call- Check to place order on Will-Call for customer pick-up. Checking this box will generate a web workflow message for the eCSR. Ship To Override- Check this box if entering an override for the default ship-to address and complete the address fields. The order will be shipped to the new address. Location Name- Location name for the ship-to address override. Use only when ship-to override box is checked. Address 1, 2 and 3- Address lines for the ship-to address override. Use only when ship-to override box is checked. City, State and Zip- More address information for the ship-to override. Use only when ship-to override box is checked. List of Items- Item detail is displayed for each line of the order. Includes item number, description, quantity, unit of measure ordered, line-level code if applicable, customer price and extended price.

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Order Messages- This is a free form test box where the user can enter any comments about the order. At the bottom of the Checkout screen, users have the option to merge one open order (un-submitted or held order) with another by using the Merge With Order button. How to Merge Orders: 1. Click on View Cart on the left-hand navigation bar and click Checkout. 2. Review all of the delivery information, item information, price and make any changes necessary. 3. Click the Merge with Order button. A screen displaying all open orders for that customer will appear. Select the order(s) you want to merge together by clicking in the circle to the left of the order number.

4. Once you have selected the order(s) to merge, click the OK button at the bottom of the screen. An updated Checkout screen with the new item(s) will appear. 5. Review the new Checkout screen and click the Submit button. • •

If any changes are made to the order on the Checkout screen (ship-to override, comments added, etc.), the user must click on the Update button at the bottom of the screen. If the user gets to the Checkout screen and decides to delete the entire cart, just click the Delete Cart button.



If the customer would like to print a copy of the order from the Checkout screen, they need to click the Update button to save all information then click the Printable Version button. A preview of the printed version will display. If everything looks good, then click the Print button.



If the customer needs to exit the Checkout screen they should click the Back button. They will be taken to the Shopping Cart Contents screen.

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Open Orders Open Orders is a feature that lets users review all of their orders that have not yet invoiced. A user can review all open orders in summary and in detail, regardless of who entered them or where they originated online or through customer service. Depending on order status, updates can be made to orders in detail order review. If an order can be changed, the user can modify quantity and unit of measure, delete lines, place the order on delivery hold, hold for a complete shipment or cancel the order. Click on Open Orders on the left-hand navigation bar and you will be taken to the Open Order Options screen. Use the selection criteria to narrow your view of the orders then click Continue at the bottom of the screen.

Open Order Search Fields Location- Select a specific customer location to review orders or accept the default of “All Locations.” Show Orders with Shipping Overrides- When boxed is checked, orders that have a ship-to override in the Order Review will display. Click to remove the check mark in the box to filter out orders with ship-to overrides. A checked box is the default. Customer PO- Type in a customer purchase order number. This field is not case sensitive. Order Number- Type in the order number from the legacy system. Entering the branch number with special characters, such as dashes, is optional. Order status is updated real-time. The results page displays all orders for the customer whether they originated online or were placed through customer service. Changes made to orders through customer service will be updated online as well.

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The Open Orders screen displays the following information: order number, order submit date and ship date, customer PO, the name of the person who created the order, current status of the order and the order total. Click on any of the column headings to sort the orders by that criteria. To reverse the sort order, click the column heading again. This information will appear in either blue text or green text. Orders that appear in green text are orders that the user is still able to make changes to. Orders that appear in blue text can not be changed or updated. To see the order detail, click on any of the fields. Clicking the Back button will take the user back to the Open Order Options screen. A user can print any order by clicking on the printer icon to the left of the description. This will bring up a printer friendly version (title Order Review) of the order and a pop up window that will allow the user to print the order. To see the order detail, click on any of the fields. This will bring up another screen called Open Orders. •

While this Open Order screen looks much like the Checkout screen, you cannot submit orders for shipment from the Open Order screen.



Orders listed in green text are orders that the user may still make changes to.



Orders listed in blue text can not be changed or updated by the user.



Even when an order can be updated, not all fields can be changed from this screen. If changes are made, click the Update button to apply them. If you would like to delete the order, click the Cancel Order button.



To print, click the Printable Version icon at the bottom on the screen.



To return to the previous screen, click the Back button.

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Order History Order History allows users to run reports that will give them varying amounts of detail about their invoiced orders. There are five reports available: Order Summary, Order Detail, Item Summary, Item Summary – By Manufacturer, and Item Summary – Data Only. The reports can be saved for later use in Adobe PDF format. Data from these reports can also be exported to Microsoft Word, Excel, and Rich Text formats. There are three main reports types: • • •

Order Summary- This report will provide a user with basic information on all of their invoiced orders that match the criteria entered by the user. Order Detail- This report will provide the user with line level detail for all of their orders that match the selected search criteria. Item Summary- This report will provide the user with detailed information on all items that they have ordered that match the selected search criteria. Item Summary reports are also available sorted by manufacturer, or as a data only report.

How to run a report: 1. Click on Order History from the left hand navigation bar. 2. On the Customer Reports screen, click on the name of the report you wish to run.

3. From the Reports Criteria screen, enter any combination of search criteria for the report you want. 4. Click View Report. A custom report will pop up in a new window. From there you can view, print or export the report.

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Section Two: Services Ordering and order management options. Reporting....................................................................................................................30 Sample Request..........................................................................................................31 Return Center .............................................................................................................32

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Reporting The reporting section contains all of the same reports as the Order History section but also contains any customer specific reports that have been created for your company. Please see your customer service representative with any questions about having a custom report created for your company.

Customer Standard Reports work exactly the same as all the reports in the Order History section. Refer to the Order History section of this manual for more information on reporting.

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Sample Request Sample Request allows you to submit a request for samples to the customer service representative for the account. There are forms for requesting sample sheets, swatch books and dummys.

How to Request Samples: 1. Click on Sample Request under the Services heading in the left hand navigation bar. 2. Enter your personal information in the Request Detail section. 3. Select a ship method in the Ship By section. 4. Enter any request notes in the Request Notes section. 5. To add a sample sheet, swatch book or dummy, click that heading at the top. Enter each request separately on the form provided and click the Add button at the bottom of the screen. 6. Once you have added all of your sample requests (up to a maximum of six), click the Submit Request button to submit your request to customer service.

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Return Center The Return Center is provided so the customer may return an item or lodge a complaint about any item that they have ordered through the website. The information entered will be forwarded to customer service for quick processing.

How to Submit a Return/Complaint: 1. Click on Return Center under the Services heading on the left hand navigation bar. 2. Click the appropriate button for either a Return or Complaint. 3. Enter the item information in the spaces provided. 4. Enter a reason for the return or complaint and enter the order number and date of the order. 5. Click the Request Return/Send Complaint button.

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Section Three: Admin Options User Administration...................................................................................................34 Personalization...........................................................................................................36 Change password ..................................................................................................38

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User Administration User Administration allows users to add, edit and delete profiles for other users of the website within their company. Each customer can have as many users tied to it as they want. Customer users can be set-up with either admin or buyer authority security levels. Those customer users that are set-up as Buyers are limited to performing ordering functions. However, those customer users that are set-up with Admin authority can order and perform user maintenance. How to Add Users: 1. Click on User Admin under the Admin Options heading in the left-hand navigation bar. 2. To Add a new user, click the Add button.

3. Fill in all of the appropriate information (don’t forget to assign locations to the new user) and click the Add button. The new user ID is ready to use. The user’s email address will be their website log-in ID. - 34 -

4. Enter a password of ‘password’. The user will be prompted to change it the first time they sign on. How to Edit Users: 1. To Edit a user ID, select an ID from the list of users and click the Edit button. 2. Make any necessary changes and click the Update button. Click the Cancel button to cancel any changes made. How to Delete Users: 1. To Delete a customer’s user ID, select a user and click the Delete button. A confirmation box will appear. If you wish to continue with the delete then click OK. 2. If you do not want to delete the user ID then click the Cancel button. User Maintenance Fields Can Shop - Allows the user to see ordering options on the web. Can View Prices - Allows the user to view pricing on the web. Can Checkout - Allows the user to place orders using the Checkout button on the View Cart Screen. Receive Order Confirmation E-mails- Allows the user to receive Order Confirmation Emails for each order they place. The e-mail will go to the e-mail address that is set in the Email field on this screen. Paper 101 Grad? - If the user has taken the course this will enable them to download the course material found under the Training and Education portion of the website. Maximum/Minimum OrderAmount- Entering a maximum and minimum order amount will limit the user to placing orders within that dollar range.

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Personalization This section is devoted to showing you how to personalize your Home Page and change some of your personal information including your password. You will also be able to maintain a list of PO numbers that you will be able to choose from on the checkout page when placing orders. You may also choose to receive e-mail order confirmations when you place an order. Registered users can personalize their Home Page by choosing a default news feed, adding links to other websites and selecting tools. Your default news feed will be displayed on the Home Page. Personal links will display in the middle of the Home Page and personal tools will appear in the Tools portion of the website’s left hand navigation. Users can also change some of their personal information from the Personalize page (first and last name, city, state, email address, phone number and password) as well as create bookmark links for other websites they enjoy visiting.

How to Change your Personal Information: 1. Click on the Personalization button on the left-hand navigation bar. 2. At the top, in the second paragraph, you will see a link to User Profile in blue type. Click this link.

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3. Make your changes on the next screen. 4. You can add PO numbers to your Master PO list simply by typing them in the PO Number field and clicking the Add button to the right. 5. Remove any PO numbers you no longer need or wish to use by highlighting them in the list and clicking the Remove button to the right. 6. Click the check box next to Receive Order Confirmaion E-Mails to receive an e-mail confirmation for each order that you place with us. 7. When you are finished making your changes, click the Update button. A page should appear confirming that your profile has been updated. 8. Click Continue and you will be taken back to the Personalize page.

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How to Change Your Password: 1. Click on the Personalization button on the left-hand navigation bar. 2. At the top, in the second paragraph, you will see a link to User Profile in blue type. Click this link. 3. Below a set of boxes you will see Change Password in blue type. 4. Click this link and a new box will pop-up confirming your email address and asking you for your old and new password information. 5. Once you have changed your password, click the Continue button and you will be taken back to the Update User Profile page. Note: Required fields are denoted on this screen with a red * Select a News Feed There are two types of news feeds you can set as your default. What They Think is a printing and graphics news feed, while Packexpo is a packaging and manufacturing news feed. You can switch news feeds at any time from the homepage, but you can set your default news feed from the Personalize Your Home Page screen. •

To set your default news feed, click on the news feed logo. Next time you log on to the site your default news feed will appear on your homepage.

How to Add/Remove/Edit a Bookmark from your Home Page: 1. To Add a link to your homepage, enter the internet address in the URL box (for example: www.anycompany.com). 2. Enter a name in the Name box (for example: IP or International Paper). 3. Click the Add button and the name should appear in the box below indicating that it has been added to your Home Page. 4. To Remove a link from your Home Page, highlight the name of the link in the box below and click the Remove button. The name should disappear from the box indicating it has been removed from your Home Page. 5. To Edit a link, highlight the name of the link in the bottom box. 6. Then highlight either the URL or Name field. 7. Click the Edit button. 8. Make the necessary changes and then click the Edit button again.

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How to Add/Remove/Edit Other Tools on your Tools Page: To add/remove/edit a personal tool, you may follow the same steps to add/remove/edit a bookmark. The Modify your tools list link will appear in blue text under the Personalized Tools section of the Tools page. To access the Tools page click on the Tools button on the website’s navigation bar section down the left side of your screen.

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Appendix Quick Reference.........................................................................................................41

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Quick Reference There are quite a few sections in this handbook that show a user how to do something by taking them through a step-by-step process. Most of these step-by-step processes have a title that begins with How to… This Quick Reference sheet is designed to help you quickly find these. Topics are listed alphabetically along with the page number on which they can be found. Add Users...........................................34 Personal Information..........................36 Bookmarks .........................................38 Quick Add..........................................15 Checkout ............................................22 Run a Report ......................................28 Check Stock .......................................10 Return Center .....................................32 Complaint...........................................32 Sample Request..................................31 Delete User.........................................35 Sample Sheet......................................31 Dummy Sheet.....................................31 Search Catalog ...................................12 Edit User ............................................35 Stock Check .......................................10 EPG Download ..................................7 Submit Order......................................22 Favorites.............................................3 Swatch Book ......................................31 Merge Orders .....................................25 Tools ..................................................39 My Items List.....................................17 Password ............................................38

Support Contact Customer Support at 1-877-269-1784. Customer support is available M-F 8am to 8pm EST. E-mail us at [email protected]

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