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 | |
| Topic | Escalation Path |
| 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 success@vitalsource.com |
| Verba and Manage Tool User: For help with 2FA (two-factor authentication), creating a new user account, or obtaining new permissions | Email manage.help@vitalsource.com |
| Point of Sale (POS) / Retail Management System (RMS): For help with the POS/RMS | Email success@vitalsource.com |
| TROUBLESHOOTING STUDENT ISSUES | |
| Topic | Escalation Path |
| 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 | Visit the Contact Us page and submit a request by selecting "I work at a campus Bookstore and need assistance." |
| GENERAL PRODUCT QUESTIONS | |
| Topic | Escalation Path |
| General questions: For general inquiries regarding Verba products: Connect, Collect, Compare, and Compete | Contact the Customer Enablement Team at success@vitalsource.com |
| 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 success@vitalsource.com |
| BILLING / ACCOUNTS PAYABLE | |
| Topic | Escalation Path |
| Billing/Account Receivable: For questions regarding billing or accounts receivable | vst.credit@vitalsource.com |
| Billing: For questions regarding commissions | vst-accountspayable@vitalsource.com |
*Note: If you are currently in the onboarding process, please contact your Onboarding Manager.