Escalation Paths for Traditional Bookstores
The tables below contain escalation paths for a variety of topics. Don't see what you're looking for? Please reach out, we're available 24/7.
|TROUBLESHOOTING BOOKSTORE ISSUES|
|Bookshelf: For help with the Bookshelf application, Bookshelf online, or eBook content.||Submit a request on the Contact Us page|
|Digital RMS/POS: For help with digital store or point-of-sale refunds, code cancelation, merging accounts, or other transactional needs||Visit the Contact Us page and submit a request by selecting "I work at a campus Bookstore and need assistance."|
|LMS: To assist faculty with LMS course linking or deep-link errors||Visit the Contact Us page and submit a request by selecting "I work at a campus Bookstore and need assistance."|
|LMS: To assist faculty with missing or incorrect course materials in Launch||Email email@example.com|
|Verba and Manage Tool User: For help with 2FA (two-factor authentication), creating a new user account, or obtaining new permissions||Email firstname.lastname@example.org|
|Point of Sale (POS) / Retail Management System (RMS): For help with the POS/RMS||Email email@example.com|
|TROUBLESHOOTING STUDENT ISSUES|
|Contact VitalSource on behalf of a student: To contact VitalSource on behalf of a student to troubleshoot issues such as book content issues, purchase issues at the Point of Sale or Branded Store, or Bookshelf account requests, etc.||Visit the Contact Us page and submit a request by selecting "I work at a campus Bookstore and need assistance."|
|Provide a student with a VitalSource contact: To provide a student with a student-specific contact method||Provide the student chat and contact us page|
|LMS: To help a student with Launch errors in your LMS|
|GENERAL PRODUCT QUESTIONS|
|General questions: For general inquiries regarding Verba products: Connect, Collect, Compare, and Compete||Contact the Customer Enablement Team at firstname.lastname@example.org|
|Bulk Orders: For help with bulk orders||Please visit our Bulk Order page|
|Adding a VitalSource product: To obtain more information about adding a VitalSource product||Contact your VitalSource Account Executive (AE).
*If you are unsure who your AE is, please contact your Customer Success Manager (CSM)
|General questions: For general questions regarding VitalSource platforms||Contact the Customer Enablement Team at email@example.com|
|BILLING / ACCOUNTS PAYABLE|
|Billing/Account Receivable: For questions regarding billing or accounts firstname.lastname@example.org|
|Billing: For questions regarding email@example.com|
*Note: If you are currently in the onboarding process, please contact your Onboarding Manager.