Escalation Paths for Traditional Bookstores

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.

 

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