Salesforce - Commerce Cloud

Logging into salesforce Commerce cloud

Click on "Log in with Account Manager. Enter your credentials
Username: skybridgeamericas.com or sba-cc.net email
Password: Set up by user

Salesforce authenticator mobile app

Ensure you have Salesforce Authenticator App Installed to verify your credentials

Commercecloud Home page

Click on Merchant Tools drop-down menu

Accessing Customer Service Center

Click on Ordering

Find order or customer

To search for an order, you can click on Find Order or Find Customer.

Searching for customer

You can search for a customer using customer's email that has been registered in our system

Order details

After click on any order, you can review the full order details such as shipping address, payment method, billing address etc.

Please note you cannot make any changes or cancellations in the screen or system.

Creating a new order for customer

To create a new order for the customer, you'll need to find the customer's Account first. You can search for these details using the Find Customer option listed on the main screen using their email address.

If the customer is not in the database, you may create a new customer profile using Name and their email address.

Once you have located an account, DO NOT user the NEW ORDER function. You will need to click STOREFRONT button to place a new order on the website for the customer

Storefront website

Once you have clicked Storefront, a new tab will open for the Shoe Carnival/Shoe Station Website. Here you will see that you are signed in as the customer and can begin adding items to their order "Bag/Shopping Cart."

Adding items to an order

There are multiple ways to add items to an order: by entering the Item Number in the search field or going through the list of Specific Categories. Customers should have an idea of what they are looking for, such as color, style, and size. Asking probing questions is a good idea to ensure the accuracy of the item.

Accuracy is key

All items offered on the Shoe Carnival/Station website come in array of colors, sizes, and widths. It is always important to ask the customer these questions when placing an order.

Items not available in specific sizes, colors, or widths will not be available for selection. If a customer is interested in a specific size for a shoe, please ensure to provide other color options available.

Ship to home or pickup at store?

At Shoe Carnival/Station, customers have the convenience of having their items delivered to their location of choice. They can also pick up their order at a nearby store, provided they have the item in stock. It is important to advise the customer of Shipping times and provide clear expectations.

Shipping to home

When a customer chooses to ship their order, it is important to advise of Shipping times. We offer free standard shipping on every order $75.00 or more. Delivery time is estimated on orders placed before 11:00 am CST Monday through Friday. Orders placed on Saturday or Sunday will not ship out until the following Monday.

Business days are Monday through Friday, excluding federal holidays.

There are no additional charges for orders shipping to APO/FPO destinations.

We currently only ship to the continental United States, Alaska and Hawaii. All orders are sent by FEDEX.

Standard Shipping: The Customer would receive their item(s) in 4-7 business days - $7.95 (Free for Shoe Perks members)

Expedited Shipping: The Customer would receive their item(s) in 2- 3 business days - $13.95 (Order must be placed by 11:00am CST)

Rush Shipping (Shoe Stations ONLY: Customer would receive their item in 1-2 business days - $22.95 (Order must be placed by 11:00am CST)

Checking out

Once all items along with the selected size and color are chosen, all items are placed in MY BAG. Here you will find the order details, where you can confirm all items along with sizes and colors.

shopping cart

Clicking MY BAG will provide you with all the items chosen, along with size, width, and color. Original prices and sales prices are shown if applicable. Items here can be altered for size, color, or removed if the customer changes their mind.

Coupon codes and discounts

To access exclusive discounts, customers must:

Sign in to their Shoe Perks member account.
Navigate to the "Military & Other Discounts" section in their account settings.
Verify the appropriate ID through SheerID.
- Once verified, this will be linked to their Shoe Perks account.
The discount will then be automatically applied at checkout (barring exclusions), provided the customer is signed in at the time of purchase.

https://www.shoecarnival.com/account/military-and-other-discounts

Promotions

Current promotions are shown along with details and Expiry dates, along with Brand Exclusion Policy if any.

Shipping address vs. billing address

Shipping Address: This is the address where you would like your order to be shipped or sent.
Mailing Address: This is the address where you receive your mail.
Billing Address: This is the address connected to your BANK, Debit/Credit Card

Payments

We accept the following payments on orders:

Shoe Carnival /Station Gift Cards
Any Major Credit Card such as VISA ,Mastercard, American Express, Discover
Klarna, PayPal and Apple Pay (Customers paying with this method must process these orders themselves as these payments require a 3rd party Secure Login)

Order confirmation

Once payment details are entered, confirm all information before processing and finalizing the order.

Upon placement of Order, the total amount will be authorized where funds will be held and an Order Confirmation will be sent to the customer.

The order will then be assigned to either a Store, Distribution Warehouse or one of our Drop Ship Vendors. They will then ensure the order is fulfilled, once shipped the customer will receive an email with Tracking information.

Bulk Orders

Reminder on Bulk order:

Please make sure to email coaches for approval - DLX_SCV_Coaches@Skybridgeamericas.com - if customers want to place bulk orders. Please also indicate if the customer already tried to place the order and got blocked in Forter and include the email address that was used.

And include the following information when sending the email:

What shoes are they planning to order?
How many pairs are they planning to order?
What is the name of organization/school and location?
What/who is it for and the details (sports teams or churches and organizations) : Example: For the Cubs basketball team from the Chicago High school in Chicago, Ill
Include other information (Are they tax exempt? Are they requesting discount?)

REMINDERS:

In Salesforce, we can offer a 20%-25% discount on bulk orders. However, we must never offer this discount unless the customer specifically requests it and it has been approved by coaches. Please note that no discounts are permitted on Nike items.
If the customer is tax-exempt, they must email their tax-exempt form to customerservice@shoecarnival.com and transfer the call to CES. CES will handle the tax exemption once the order is placed.
Customers are eligible to collect Shoe Perks points, provided the order is not for commercial or resale purposes. Please be aware that "Shoe Carnival reserves the right to withhold or deduct points if they are awarded improperly."

Reminder on Bulk order:

And include the following information when sending the email:

What shoes are they planning to order?
How many pairs are they planning to order?
What is the name of the organization/school and location?
What/who is it for and the details (sports teams or churches and organizations) : Example: For the Cubs basketball team from the Chicago High School in Chicago, Ill
Include other information (Are they tax exempt? Are they requesting discount?)

REMINDERS:

In Salesforce, we can offer a 20%-25% discount on bulk orders. However, we must never offer this discount unless the customer specifically requests it and it has been approved by coaches. Please note that no discounts are permitted on Nike items.
If the customer is tax-exempt, they must email their tax-exempt form to customerservice@shoecarnival.com and transfer the call to CES. CES will handle the tax exemption once the order is placed.
Customers are eligible to collect Shoe Perks points, provided the order is not for commercial or resale purposes. Please be aware that "Shoe Carnival reserves the right to withhold or deduct points if they are awarded improperly."

Checking inventory

Reminder that we can check inventory in Commerce Cloud. If an order is cancelled and there's inventory, it could mean that the item was not available on the specific store that was supposed to fulfill the order.

The website is not always accurate, Commercloud should be checked for inventory.

Go to Customer Service Center, as you normally would when placing an order for a customer.

Click "Create New Order"

Click "Add Product" in the top right corner of the page:

Enter the item number into the search bar, then click the magnifying glass:

If the item is available, it will bring it up and show its availability. If it is not, it will leave the bottom portion blank.

If there are less than 50 items in stock, please let the customer know that we have limited quality or that they are not available. We do not know when we will be receiving more, and they will need to call us back. We do not offer a callback or email to customers when an item is in stock.

Resetting online account

Below are the instructions on how we can reset the password to the customer’s online account:

In Commercecloud, go to Customers under Merchant Tools.

Once you clicked Customers, the screen will show the image below. Click Advanced on the upper right corner.

Once you click Advanced, the screen will show the image below. Then you can search with email address:

Click on the Customer Number or Email address and it will open up a page where we can generate a temporary password for them.

*** Take note: if nothing pops up, it means customer is not registered online. Advise customer to sign up online. Even if they are a Perks member and receiving email, it doesn’t automatically mean they are registered online to order. ***

Check the Send Password Update Mail box and click Generate.

Then click Apply at the bottom of the screen. It will not show a message if it has been successfully sent but customer should receive it within a few seconds or a minute or two.

Customer will receive an email from noreply@demandware.net with their temporary password (like the one below) that they should use to enter the website. Once they are successfully logged in, they should change their password.

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