Procedure for Diamond Reject Emails

Procedure for Diamond Rejection Requests ? These emails come from ELINK_ADMIN_PROD. ? The emails are sent to us so that we can correct an account number that was approved with an incorrect account number. ? The email will include the e-order number so you can research the order. We only receive Diamond Rejection notifications on spectacle lens orders ? Example: From: ELINK_ADMIN_PROD Sent: Monday, September 15, 2014 10:18 AM To: Customer Service; Jeff Jarvis; Juanita Burke; Michael Bonacci; Kelly McIntosh; rnarain@essilorusa.com Subject: Invalid Account Number for Vision Web Order:SP1IPXMP Hi VisionWeb ELINK job,SP1IPXMP has invalid bill/ship to account number(s). Please correct the account information on your side and send corrected account information to: RNarain@EssilorUSA.com Thanks, ELINK Admin 1. Copy the order number from the email, and go to ?Monitoring? then ?Search Orders (No Filter)? in the CS Tool. Paste the order number into the ?Order Id? field. 2. When the search pulls your order up, select the order number and open the XML. 3. Locate the username on the XML and copy it. At this time, also be mindful of the lab name the order was sent to for later use. 4. Copy the bill to account number and the ship to account number from the order. Then on the CS Tool, go to Customer Service, then Cbu/Billing/Shipping and search by the bill to and ship to account number after pasting it into the appropriate fields. 5. Disable the incorrect account number by clicking on the yellow light bulb to the right of the account number, and change the status to disable. 6. Obtain the correct account number by contacting the lab if needed and add the supplier account with that correct account number. Calling the lab: I normally provide the following information so the lab can properly research the account: - The incorrect account number. - The ECP name. - The ECP phone number. - The ECP address if unable to locate with the above information. 7. Once you have the account number, you will need to add the correct account number. Please follow the ?Adding a supplier? procedures. If you need to have the ECP add the correct account number themselves, if they are using a Co-brand site, please show them how to add the new supplier on that Co-brand website whether they are using, either MyCompBenefits or Nassau 24/7. If the ECP is using MyCompBenefits, the ECP has to re-register the supplier. 8. If the ECP has to re-register the lab through a Co-brand site, once the lab is in our Validations, put your appropriate notes and enable the supplier. 9. Once the lab is in place for the correct username, reply to the email from ELINK_ADMIN_PROD and use the ?Diamond Rejection Template?. This template should be as follows: Hello, Here is the information needed in regards to this order: Lab: Correct account numbers: Billing #: Shipping #: Action: I disabled the incorrect account number and enabled the correct account number.