Canadian Orders in Salesforce: A Comprehensive Guide

1. Canadian orders in Salesforce

2. Agenda • QAS verification • JCS Products • Product Filtering • Shipping Rates and Eco Fee

3. QAS • When entering a Canadian address you must first select Canada from the dropdown in the QAS verification screen. The default will be US. • If you do not choose Canada in QAS, the address will not verify.

4. JCS Products • When entering the JCS Product within a Case, if it is a Canadian customer choose the JCS Product that ends with –CN (denotes a Canadian product)

5. Product Filtering Within an Order • Product filtering is implemented within the order screen only • Products filtered by Country based on QAS verified address • If a Canadian ship to address is entered into the account, only Canadian products will be visible in the order product list • Same with a US ship to address

6. Product filtering within an order

7. Shipping Rates • Shipping rates are higher in Canada than in the US. • Rates vary based upon the province to which the order is shipping. • Canadian consumers have their choice of regular and expedited shipping.

8. Eco Fee • British Columbia has implemented an eco fee, which applies to some (not all) products shipping to British Columbia. • Salesforce will auto-populate the eco fee, if applicable, into the order total. • To see if an Eco fee is applicable to a product , go to the JCS Products object, and hover over “External Attributes”

9. Fraud • If a customer is concerned about an order they do not remember placing or there is a potential fraudulent order, we will still escalate that the same way we do for US consumers • Escalate necessary information via dtcrequest@jardencs.com

10. Refund Requests • A new activity queue has been created called “Canada Refund Request.” • Agent will need to assign their Canadian refund requests to the correct Canadian refund queue (Canadian refund request- No Prduct), following our current refund request procedure.

11. Questions?