I haven’t received my check…



How to check on the fulfillment status of software, cash, and curriculum

This document should help CAMs identify where requested items are in the fulfillment process.

Software

The NGO hasn’t received their donation email, where is it?

The first thing to do is check to see if the owner asked that the donation letter be customized. This can be found in the Final Internal Review section of the request.

[pic]

If this field is set to Yes and the owner must customized the letter and send it to the NGO contact. (Note: the donation letter must be sent via email before the media starts fulfillment.)

To find the letter that needs customization one can either

a) Find the automated email that was sent to the CAM and follow the link to the letter in the email

b) Go to the Mail > View Existing Mail area of the request.

[pic]

Find the line item that says “NOT Sent” in the date column.

[pic]

Click into it, make customizations (only to the section above the signature; the bottom part of the letter should not be altered in any way), then send.

If a donation letter needs to be resent (original was lost, etc)…

1. Go into the View Existing Mail section of the request.

2. Click the line item that represents the donation email. It should contain the test “Microsoft Donation”

[pic]

3. Scroll down and click Send E-mail (the Mail Log will document that the donation letter was sent again).

[pic]

The NGO needs replacement media

If the NGO needs replacement due to them having lost the disks, they broke it, etc., they should use their software assurance benefits to replace any needed disk kit(s) by contacting a local licensing office. Each media disk kit is approximately US$27, including shipping and handeling. The NGO will need to have their authorization and license numbers handy (provided in donation email).

Within North American - 1-800-336-0098

Outside of N.A. -

The NGO hasn’t received their media, where is it?

Once you’ve confirmed the donation email has been sent, check the status of the media line item(s). If the status shows as Paid it means the request to have the media shipped has been sent to the shipping warehouse. To see the status of the shipment go to explore.ms.

1) Login to Explore.ms.

2) Under Reports, go to Fulfillment | Shipment Details.

3) Enter the Cybergrants Request ID (followed by WWFMEDIA) into the Purchase Order Number field. In the Delivery section change the Rows area to a larger number (500 or 1,000 is good).

4) Click Search. (Click ‘Search’. Do not hit ‘Enter’. ‘Enter’ seems to bring us to some unknown results.)

5) Confirm that the Primary Customer Name is Cybergrants, Inc. (Other organizations information shows in this tool as well)

6) Click on Shipment Number (leftmost column) for your entry.

You’ll see statuses such as In Process, Back Ordered, and Shipped.

For Shipped, you’ll see the Carrier Name and Airbill Number. The Airbill Number is the tracking # for the specific carrier. Typical carriers are:

DHL and APM =

FXP and FSP =

PCL =

UPSLH = a European Postal Service, unfortunately there is no way to track shipments

GSC =

UTI (or UTILH)= (log in with user name ‘DUSMOMEIN’ and password ‘mmi4eu’)

D3G =

GIS =

7) Go to the appropriate carrier’s website, and paste in the tracking number(s) from Explore.ms’s AirBill field. The carrier websites can give you the date/time of shipment and who signed for the package on delivery.

Note: If a shipment is over 90 days old, it may not appear on the carrier website (the information may be archived), in which case one may need to call the local carrier’s office to get additional information.

If your research shows that the media has been delivered please have the NGO check with receptionists, shipping clerks, mailing room staff etc. as the package may be waiting at a location outside of their office.

If after having done due diligence steps noted above it is determined that the NGO never received the media, contact your power user.

Cash

Where’s my check?

1. Look up the grant request in Cybergrants

a. Is there a “Cash - Corp Check” payment line in the Payment section?

- Only “Cash - Corp Check” lines are processed for check payment by corp.  Checks for cross-charge and IO payment types are processed locally at the subsidiary.  Please follow up with subsidiary finance controller for local checks.

[pic]

b. Has the grant been final-approved?

c. Is the date the check is scheduled to be cut correct?

- See Approval and Fulfillment documents on the Cybergrants resource tab. The most useful docs will likely be: ‘How to process a grant (CAMs)’ and ‘How to fix common fulfillment errors’.

□ If the grant has been final approved and there is a payment scheduled, check status of cash payment

□ If it says “Paid,” note payment date

□ If it says “Scheduled,” the check has not yet been sent for payment

2. “All the grant info seems to be good in Cybergrants, now what?”

□ If request in CyberGrants, is “Approved,” and marked “Paid,” look up the check on the UP grant check auditing spreadsheet “Check file tracking” located on the CA SharePoint, Fulfillment section (note that this doc is read-only). It is updated weekly when we receive new checks.

□ After the check is approved in CyberGrants, it will take approx. 1-2 weeks to arrive back in Redmond, and we strive to send checks out to CAMs within 48 hours of receipt, so you should reasonably expect the check to be mailed to you within 2-3 weeks after the payment date listed in CyberGrants.

□ The “Check file tracking” spreadsheet will show when the check was received in Redmond, who it was sent to and the status of the check.

□ If the check has already been mailed, please try to track your check’s package using the MS Market/Send Suite order number and the tracking tool in MS Market/Send Suite (Note: Send Suite is the new shipping service for Microsoft. All shipments sent through Send Suite start with ‘Z9’. If the order number does not begin with ‘Z9’, it was sent through MS Market).

To track MS Market Shipments:

a. In , choose “find” from the top navigation

b. Search for the shipping/tracking information on the package by the MS Market order number that is listed in the spreadsheet

c. The tracking info available in MS Market should show when your package was delivered and who signed for it

To track Send Suite Shipments:

a. In choose “Packages” from the top

b. Search for the shipping/tracking information on the package by the Send Suite order number that is listed in the spreadsheet

c. Your search should provide you with the carrier and tracking number. You can then track the package through the carrier’s website (most commonly FedEx when shipping checks).

□ If the check shows that it has been delivered, please check with receptionists, shipping clerks, mailing room staff etc. as your check may be waiting at a location outside your office for you to claim it.

□ If you absolutely cannot find your check, and from all the internal tools, it says it has been delivered to your location, please contact your power user who will work with the liaisons in Redmond to take the next appropriate steps. If the check needs to be re-cut, this will typically take 4-6 weeks to become ready to send again, so we urge CAMs to exhaust every possible avenue to find a missing check before requesting a re-cut.

We know there will always be exceptions and imperfections with our physical checks being sent out globally, but please use the steps outlined above as a first effort to help us track down your grant checks when you have not received them.

Curriculum

Check the status of the curriculum line item(s) in the payment section of the application. If the status shows as Paid it means the request to have the curriculum shipped has been sent to the shipping warehouse.

There are two places to see tracking information.

1) At the bottom of the curriculum letter that was sent to the NGO (typically the CAM is cc’d on this email).

2) In the payment section.

a. Click on the Edit button of the order.

b. Click on the box icon in the Detail Order area.

[pic]

c. A window will appear, at the bottom of which there is a section called Order History. It is in this order history that the tracking information can be found.

[pic]

d. Go to the appropriate carrier’s website, and paste in the tracking number(s).

Should there be no tracking information it is most likely a language that was shipped locally. If this is the case the CAM should know who is responsible for the local shipping and contact that person to obtain shipping status.

If there are still questions please contact your power user.

................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download