FAQ's for Customers

FAQ's for Customers

Some common areas causing difficulties with probable solutions/reasons

FAQ's for Customers

Q. My customer has created duplicate child profiles on her account, what do I do to remove them?

A. Firstly distinguish the names you wish to remove, these need to either be the ones with no invoices and bookings attached to them, if this isn't possible as invoices are owing on both, have the customer clear on of those off then mark the ones to delete with a star next to the first names.

Then from the customer tab search for those starred accounts and archive them, lastly raise a ticket with our support team to have the records deleted entirely so the parent cannot see them on their account.  Please explain to the customer until then they must not book against those profiles and to avoid selecting the starred names.

* if there are active bookings you will either need to wait until that passes, remove the bookings and re add to the correct profile.

Q. My customer has created duplicate accounts for all of the family, what do I do to remove them?

A. Firstly distinguish the account you wish to remove, it needs to either be the one with no invoices and bookings attached to them, if this isn't possible as invoices are owing on both, have the customer clear one of those accounts off then mark the ones to delete with a star next to the first names of everyone on that account.

Then from the customer tab search for those starred accounts and archive them all one by one, lastly raise a ticket with our support team to have the records deleted entirely so the parent cannot see them on their account.  Please explain to the customer until then they must not book against those profiles and to avoid selecting the starred names.

* if there are active bookings you will either need to wait until that passes, remove the bookings and re add to the correct profile, also if one of the accounts is a placeholder account and the other is an active account, the best thing to do is merge them.  (See help doc for this)

Q. My customer states they have not received our invoices, why would that be?

A. The first thing to check would be the email address for the customer, ensure it is valid and there are no spaces.  Next would be to check with the customer if they have checked their spam, trash, or any promotional folders, quite often if they are a new customer the email address is unrecognised or they have tight filters, hotmail accounts historically filter alot of our emails straight to spam or junk.

Q. What do I do if someone wants to book their child in for a casual session on the day of the activity?

A: Check your settings, but Enrolmy closes off the booking system once the day of the activity arrives depending on what you selected at the time of creation, however, you can add people into the activity through the attendance tab, this is found under your activity, then simply search for the attendee's name and "Add" attendee.

Q. How can my customer update their personal details

A. There is a customer FAQ on the Enrolmy website, however you can advise them to log into their account, from the menu to left of their screen they will see ways to change email address, card details etc... for any personal information on them on their children they simply Access the My Providers link, Select the Enrolment form for that provider, then edit the information.  As each provider has their own specific enrolment form, they would need to update the details under the relative, or each provider.

Q. A customer no longer wishes to receive emails from us, how do I unsubscribe them?

A. Here is the link to the help doc around unsubscribing and what that actual means will happen : https://enrolmy.force.com/help/s/view?article=Emails-Unsubscribing​

Q. A customer has had issues paying with their card.

A. Please check with your customer the following:

 

Is the card still valid or expired

Are there sufficient funds

Do they have any payment restrictions on their card from their card provider

Did the select the submit button at the end of the transaction of loading their card details

Have they transposed figures when entering the card details including expiry date

Did they get an error message, if so please provide this to us

Q. A customer keeps receiving an incomplete enrolment reminder but nothing is missing?

A. Always check the customer details, sometimes its not evident what is missing and some questions require two answers, such as if they enter the school name they must enter the class number also, sometimes also if you have changed your enrolment form and entered new questions which were not present at the time they made their first booking and completed their enrolment, the enrolment will then look to be incomplete for the additional questions.

Q. My Customer booked in their child to an activity but was then advised the booking was cancelled

A. All credit card only payment activities will cancel if the customer does not pay within the 2 hour window, so do check to see if this is the reason, if so the booking and all associated invoices are removed freeing up spaces for new customers

Q. How does my customer add another child to an activity or their family

A. Children are added to activities when a booking is made and they automatically add to the family and their account.  There isn't a separate process of just adding them first or adding without a booking.

If they are making their first booking they can book multiple children in one go, simply by clicking on the add another child in orange, if they have made a booking and want to add in another child they simply make a fresh booking for the second + child(ren)

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