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eSOP: ClassWallet Purchase Inquiries & Issue - Start Here

  • Updated
  1. If they ask "Do you accept ___ Class Wallet payments?", send How to Order with Class Wallet
     
  2. If they are asking how to order: For Shormann Math, DIVE Science eLearning Courses and Saxon Stream and Download Courses. insert Macro KB and insert How to Order with Class Wallet
     
  3. If they are asking if we received their order from Class Wallet, follow these steps: eSOP: CM Asking If We Received Their Class Wallet Order 
     
  4. If they have placed their order through class wallet and are asking when or how they will receive their order, send this message:  Within 3-5 business days of placing your order, Class Wallet will email us your order and payment. We will then process the order and send a message to the email on your Class Wallet order with instructions on how to access your course(s). Please allow up to 3 business days for processing. While waiting, please follow these steps: Parent Setup 
     
  5. If they say their  screenshot or order was rejected because it doesn't include the Parent's name, follow these steps: 

    • Send this reply: 
      I'm so sorry! But the reason your screenshot was rejected is because you did not select "Check Out Now" before taking the screenshot. For details, see steps 6-10 here : How to Order Class Wallet

      If it is rejected again, please reply to this message with the screenshot you uploaded, your state, the error message you received, the parent and student names, and the product title.  

      If you still need help, please reply to this message and I am happy to help you! God bless you and have a great day!

  • Subit as solved
  1. If they say their  screenshot or order was rejected, see:
  • If they did not send the screenshot and error message,  
    • Send this message: I'm so sorry! Are you sure you followed all the steps here including signing into your account and selecting "Check Out Now":  How to Order Class Wallet If it is rejected again, please reply to this message with the screenshot you uploaded, your state, the error message you received, the parent and student names, and the product title.    
    • Submit as Solved
    • Stop Here
       

  • If they did send the screenshot and error message:

    • Check their screenshot and make sure they followed all the steps here: How to Order
       
    • If they did not do the screenshot correctly, send this message: (make a message telling them what they did wrong): Please follow these steps to make a corrected screenshot: How to Order Class Wallet If it is rejected again, please reply to this message with the screenshot you uploaded, your state, the error message you received, the parent and student names, and the product title.    

     

  1. If they say they want to purchase a product not listed on class wallet or rainbow, follow these steps: 
     
    • If they did not include the parent and student names and emails, and the product title
      1. Send this reply: I'm happy to help you with this. However, I need the parent and student names and emails, and the product title.
      2. Submit as solved
      3. Make internal note; when they reply with the info, follow the steps on eSOP:  ClassWallet
         
    • If they included the parent and student names, and the product title:
      1. Send this message:  We will create a screenshot with this product and send it to you right away.  Please allow 1 business day for processing. God bless you and have a great day! 
         
      2. Make sure you include all the info listed in the  How to Order  to make the screenshot. Then send it to the cm with this message: Here is a screenshot to the cart with the requested product.  Please follow these steps to upload it: How to Order 
         
      3. If you can't make the screenshot work, skip to Section 2
         

Section 2: 

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