For any features not yet supported in the CSR Portal, you can use the lookup classic portal button to navigate to the classic portal.

Prerequisites

Before you can redirect to the classic portal, complete the following prerequisites:

1. Submit database names to Naviga for implementation.

2. Reach out to Naviga Implementation Manager to get this implemented in your environment.

3. Establish a reference between the classic portal and the CSR portal. Instructions for this task are below.

4. Log into both instances before selecting the lookup classic portal button.

To establish a reference between the classic portal and the CSR portal:

• Configure usernames and KeyID in all NCS Circ instances.

• Add the CSR username to the Subscribe Portal.

• Add the NCS KeyID to the CSR username in the Subscribe Portal:

  1. Select users in the CSR Portal.

  2. Select the pencil icon that corresponds to the desired username.

  3. Add the NCS KeyID in the key id field.

  4. Select save.

Redirect to the classic portal

This guide explores address management features of the SubCon Admin Portal. It describes and provides instructions for each feature of the move tab. You can:

• update a delivery address

• update a billing address

• cancel a scheduled address change

Note: The feature to update/add an address for a no-address starts is currently under development and will be supported in a future release.

This workflow provides a visual representation.

Navigation

To view the move tab, perform a subscription search, and then select the move tab.

Update a billing address

To update a billing address:

1. Select the edit button under the billing address column.

2. Enter the new values for each section of the billing address.

3. Select the calendar icon and choose a date for when the address change should occur.

4. Confirm whether the subscriber wishes to apply the change to delivery address. If so, confirm the address is deliverable, check the box, then confirm the disclaimer. Otherwise, skip this step.

5. Select save. The change is processed in real-time with the circulation system and the address change appears in the scheduled address change grid.

Update a delivery address

To update a delivery address:

1. Select the edit button under the delivery address column.

2. Enter the new values for each section of the delivery address.

3. Select the calendar icon and choose a date for when the address change should occur.

4. Confirm whether the subscriber wishes to apply the change to the billing address. If so, check the box and confirm the disclaimer. Otherwise, skip this step.

5. Select save. The change is processed in real-time with the circulation system and the address change appears in the scheduled address change grid.

Note: If a non-deliverable address entered, you will receive an error. The address must be within the delivery route.

Starting from the version 3.13 in case non-deliverable address is entered and there is a digital downgrade offer assigned to this subscription - the user will be offered an option to downgrade to digital only offer. Please see more information about downgrade flow in our public documentation.

Cancel a scheduled address change

To cancel a scheduled address change:

1. Navigate to the scheduled address change grid.

2. Select the cancel button that corresponds with the scheduled change. The cancellation is processed in real-time with the circulation system.

You can manage a subscriber's product from the offers tab. From this tab, you can:

• upgrade a subscription

• downgrade a subscription

Navigation

To view the offers tab, perform a , and then select the offers tab.

Upgrade a subscription

To upgrade a subscription:

1. Select the change offers button. The upgrades/downgrades grid will appear.

2. Select the upgrades tab and choose when to perform the upgrade: Immediately, Next Publishing Date, or Select a date. If selecting a date, use the calendar icon to pick a date.

3. Choose an offer from the list. The arrow button expands to display more information about the offer. (If the upgraded offer requires a delivery address or if the billing address is not routable, address fields will appear. Fill them in.)

4. Confirm the disclaimer with the subscriber and check the disclaimer box.

5. Select the upgrade offer button. The upgrade is processed in real-time with the circulation system.

Downgrade a subscription

To downgrade a subscription:

1. Select the change offers button. The upgrades/downgrades grid will appear.

2. Select the downgrades tab and choose when to perform the downgrade: Immediately, Next Publishing Date, or Select a date. If selecting a date, use the calendar icon to pick a date.

3. Choose an offer from the list. The arrow button expands to display more information about the offer.

4. Confirm the disclaimer with the subscriber and check the disclaimer box.

5. Select the downgrade offer button. The downgrade is processed in real-time with the circulation system.

Current products grid

Upgrades/downgrades information

A vacation transfer allows you to temporarily change a print subscription's delivery address.

Transfers cannot overlap with other stops. You can edit or cancel existing transfers in the scheduled stops/starts grid.

Navigation

You can find this feature under the stop tab. To navigate here, perform a , and then select the stop tab.

Helpful Information

Here are some helpful pointers when creating or updating vacation transfers.

• Transfers must comply with the vacation cut-off times table. For example:

  Sun for Mon | 07:00 PM Sun translates to For a Monday transfer, the cutoff must occur by 7:00 PM Sunday.

• If the temporary delivery address is within a delivery route, a carrier will deliver the subscription per usual. Otherwise, the subscription will ship via mail and may lead to a later delivery.

Create a Vacation Transfer

To create a vacation transfer:

1. Select vacation transfer. The add new vacation transfer feature appears.

2. Choose a stop date and resume date. Adhere to the vacation cut-off times table.

3. Enter a temporary delivery address into the corresponding fields.

4. Select a transfer reason.

5. Confirm the disclaimer text to the subscriber and select submit. You will see the scheduled transfer in the scheduled stops/starts grid. The vacation transfer is processed in real-time with the circulation system.

Update or Cancel a Vacation Transfer

If a vacation transfer has already been created, you can only update the dates (and not the address). To update the address, cancel the initial vacation transfer and start anew.

To cancel a vacation transfer:

1. Navigate to the scheduled stops/starts grid.

2. Select the cancel button next to the corresponding vacation transfer.

3. Confirm you want to delete the record and select OK. The cancellation is processed in real-time with the circulation system.

To update a vacation transfer:

1. Navigate to the scheduled stops/starts grid.

2. Select the change button next to the corresponding vacation transfer. The change vacation transfer function appears.

3. Choose the updated dates for the vacation transfer, being sure to adhere to the vacation cut-off times chart.

4. Select submit. The update is processed in real-time with the circulation system.

This feature allows you to pause a print delivery. It functions as a temporary hold of a subscription.

Temporary stops cannot overlap with other stops or transfers. You can edit or cancel existing temporary stops in the scheduled stops/starts grid.

Navigation

You can find this feature under the stop tab. To navigate here, perform a , and then select the stop tab.

Helpful Information

Here are some helpful pointers when creating or updating temporary stops.

• Temporary stops must comply with the vacation cut-off times table.

  For example:

  Sun for Mon | 07:00 PM Sun translates to For a Monday stop, the cutoff must occur by 7:00 PM Sunday.

• Reason, hold, and donation options come in real-time from a circulation database.

• Some common hold options are VacPack, credit, and donation. VacPack refers to a vacation package where the physical product will be delivered after the vacation. Sometimes donation allows the subscriber to specify where a donation goes. Credit extends the subscription's expiry date in accordance with the number of paused days.

Create a Temporary Stop

To create a temporary stop:

1. Select temporary stop. The add new temporary stop feature appears.

2. Choose a stop date and resume date. Adhere to the vacation cut-off times table.

3. Choose a reason from the drop-down menu.

4. Select a hold option.

5. Confirm the disclaimer text to the subscriber and select submit. The temporary stop is processed in real-time with the circulation system.

Update or Cancel a Temporary Stop

If a temporary stop has already been created, you can only edit the end date (and not the start date). To edit the start date, cancel the temporary stop, and start anew.

To cancel a temporary stop:

1. Navigate to the scheduled stops/starts grid.

2. Select the cancel button next to the corresponding temporary stop.

3. Confirm you want to delete the record and select OK. The cancellation is processed in real-time with the circulation system.

To update a temporary stop:

1. Navigate to the scheduled stops/starts grid.

2. Select the change button next to the corresponding temporary stop. The change a temporary stop function appears

3. Choose the updated dates for the temporary stop, being sure to adhere to the vacation cut-off times chart.

4. Select submit. The update is processed in real-time with the circulation system.

This feature allows a CSR to restart a permanently stopped subscription in real-time. For the subscription to be restarted from one CSR portal it should pass the restart eligibility check that consists of the following:

1. The Subscription has been stopped for less than X days (set up for the client in MG2 control)

2. The Subscription is not Complimentary

3. No payments made during last 24 hours

4. The Rates are returned from the NCS Circ OR the Rates are not returned but the balance is negative

Navigation

You can find this feature either under the Account Information tab - please scroll down to see the Restart button that will redirect you to the Payment/Billing tab, or you can go straightly to Payment/Billing tab. To navigate here, perform a subscription search, and then select the tab.

Helpful details

At Payment/Billing tab click the Restart button, the following actions depend on where the rates are returned from the NCS Circ.

For more details please see the Flowchart and the public documentation

These features are for NCS.

This feature allows you to permanently stop a subscription.

Permanent stops cannot overlap with other stops or transfers. You can update or cancel scheduled permanent stops in the scheduled stops/starts grid.

Navigation

You can find this feature under the stop tab. To navigate here, perform a subscription search, and then select the stop tab.

Helpful Information

Here are some helpful pointers when creating or updating permanent stops.

• When creating a permanent stop, you will work through the stop saver workflow with the subscriber. Stop saver includes three steps (1. Benefit Section, 2. Stop Saver Offer, 3. Stop Subscription). These steps help stop a cancellation. Stop Saver is configurable in the Subscribe database. Clients must submit a Stop Saver Rules document that details their preferences.

• Note: the stop saver feature will not appear for some reason types (e.g. deceased, office use only, etc.) These options are configurable in the Subscribe database.

• Reason options come in real-time from a circulation database.

• This workflow can help determine how and when to process permanent stops.

Create a Permanent Stop

To create a permanent stop:

1. Select the permanent stop button.

2. Choose a cancellation reason from the drop-down list.

3. Optionally, read the benefits section to the subscriber. (This appears only if Stop Save is configured.) If the subscriber agrees to the suggested solution, select helpful: yes and stop this procedure. Otherwise, select helpful: no and continue to the next step.

4. Present the offer(s) to the subscriber. If the subscriber agrees to an offer, select it, choose when to implement the offer (Change Immediately, Change Next Billing Cycle, Schedule Change), then select helpful: yes to confirm the change. End the procedure. The updated offer is processed in real-time with the circulation system. Otherwise, select helpful: no and continue to the next step.

5. Read the displayed message to the subscriber and choose when to stop the subscription (change Immediately, Change Next Billing Cycle, Schedule Change). If scheduling for a future date, select a date. Note: If the subscription is in grace, and if you choose the next billing cycle, the subscription will end immediately by default. If you choose an end date after the grace period ends, the subscription will still end when the grace period ends. If a payment is made that brings the subscription out of grace, the selected end date will be honored.

6. Confirm the disclaimer text to the subscriber and select submit. The permanent stop is processed in real-time with the circulation system.

Cancel a Permanent Stop

You can only cancel permanent stops with stop types values of NextBillingCycle or Specific Date. If the stop types value is Immediate, the permanent stop cannot be canceled.

To cancel a permanent stop:

1. Navigate to the scheduled stops/starts grid.

2. Select the cancel button next to the corresponding permanent stop.

3. Confirm you want to delete the record and select OK. The cancellation is processed in real-time with the circulation system.

Update a Permanent Stop

You can only update permanent stops with stop types values of NextBillingCycle or Specific Date. If the stop types value is Immediate, the permanent stop cannot be updated.

To update a permanent stop:

1. Navigate to the scheduled stops/starts grid.

2. Select the change button next to the corresponding permanent stop.

3. Update the stop type, stop date, and reason. The stop date can updated only when you choose a stop type value of Specific Date.

4. Select submit. The update is processed in real-time with the circulation system.

See also: Create a temporary stop, Create a vacation delivery, Restart a subscription

You can manage a subscriber's solicitation preference in the account information tab. From this tab, you can:

• add a subscriber to a do not call, email, or TMC list

• edit a subscriber's solicitation preference

• delete a subscriber's solicitation preference

View this workflow diagram for a visual representation of the solicitation preference feature.

Navigation

To view the account information tab, perform a subscription search, and then select the account information tab. Select the account update button to display a subscription's solicitation preferences.

Add a new solicitation preferences

After selecting the account update button:

1. Select a type, then select add new.

2. Select a category to change the solicitation preference. TMC refers to telemarketing.

3. Choose a stop date. (Optionally, choose a resume date. If left blank, the subscriber is added to the list indefinitely.) New solicitation preferences cannot have overlapping dates and share a category.

4. If desired, leave a remark in the text field (100 characters). Select submit. The request is processed in real-time with the circulation system. The subscriber's solicitation preference is removed, but a record remains in the account update grid as an audit trail.

Change a solicitation preference

After selecting the account update button:

1. Select the edit button next to the corresponding solicitation preference.

2. Change any of the following: stop date, resume date, remarks. If the preference has already begun, only the resume date and remarks fields are editable.

3. Select save. The request is processed in real-time with the circulation system.

Delete a solicitation preference

After selecting the account update button:

1. Select the remove button next to the corresponding solicitation preference.

2. Confirm you wish to delete the preference and select OK. The request is processed in real-time with the circulation system, and the preference is removed from the account update grid.

Account update grid

The accounted update grid displays all of a subscription's solicitation preferences.

This guide explores the complaints tab, which displays information about delivery management and delivery issues. From this tab, you can:

• view a subscription's complaint history

• create a new complaint

• relay messages to carriers and district managers

This guide also contains instructions for creating new complaints and adding delivery messages.

Navigation

To view the complaints tab, perform a , and then select the complaints tab.

Record and Process Delivery Issues

The add new delivery error feature allows you to process subscriber complaints. It displays product information and a redelivery window. The displayed information integrates in real-time with the client's circulation system.

Helpful Information

Here are some helpful pointers for recording and processing complaints.

• Subscribers cannot make complaints before the redelivery window on the same day. They can inside or after the redelivery window.

• Subscribers cannot make complaints during vacation days.

Record a Complaint

To record a complaint:

1. Select the calendar icon and choose the complaint date(s). The client determines the number of days back, as well as the number of complaints you can select.

2. Select an error type that corresponds with the subscriber's complaint. Use your best judgment to match the subscriber's issue with an error from the drop-down field.

3. Choose a resolution for the subscriber that corresponds to the workflow and client's rules. To choose Redelivery, the complaint must not have been made before the redelivery window.

4. Read the disclaimer text to the subscriber and check the Disclaimer read box.

5. Select save. If successful, the record will appear in the complaints box.

Subscription Complaint History

The complaints grid at the top of the page displays a history of complaints and sorts them by incident date. Clients configure the incident date range of complaints (e.g., display complaints with incident dates of today and 30 days prior).

This means it is possible for a new complaint to not appear in the grid if their incident date falls out of the client's configured range.

The table displays the following categories: Transaction ID, Incident date, Complaint description, Complaint option, Credit value, and Escalated. An escalation status of yes occurs when a certain number of complaints are created within a certain amount of days.

Add Delivery Messages and Instructions

This feature allows you to create customized, real-time messages for carriers and district managers. You can create:

• one-off notes for special instructions for carriers and district managers

• permanent, placement delivery instructions

• general delivery instructions

Create Carrier and District Manager Messages

Message types are configurable and add context to the message (e.g. a message concerning the route or ZIP code). The maximum message length is 140 characters.

To create a carrier or district manager message:

1. Select the add new button under the Carrier & district manager messages section.

2. Chose a message type from the drop-down menu.

3. Enter a message in the text box.

4. Select save.

5. Confirm your message and select OK.

Create Permanent Delivery Messages

This feature creates permanent, placement instructions (e.g. door delivery or double bag when wet). Only one permanent message is allowed per account, and the message options are predetermined. Once added, messages can be updated or removed after the next publishing date.

To create a permanent delivery message:

1. Select the add new button within the Permanent delivery messages grid.

2. Choose a date and message from the drop-down menu.

3. Select save.

4. Confirm your message and select OK.

Create Delivery Instructions and Directions

These are editable text boxes that you can use to create general carrier notes (e.g. Corner of Melrose and 1st St or backhouse). The maximum message length is 140 characters.

To create new instructions or directions:

1. Select the add new or edit button.

2. Enter your message.

3. Select save.

You can have one instruction and one direction. The messages will remain until you edit or delete it.

Broadcast Messages

Broadcast Messages are customer service messages displayed on Subscribe's CSR portal and/or Account Management.

The messages are broadcasted from NCS Circ to all accounts that are experiencing delivery problems so they are usually called Late Route Messages. The information is returned in real-time from NCS Circ.

This feature makes the user aware of the delivery issues they might experience and hence decreases the number of the submitted complaints.

Pre-requisites

• Minimum 2018.5 NCS version is required

• Minimum Subscribe version required is:

  • Subscribe 3.5 for One CSR Portal

  • Subscribe 3.14 for Account Management

Description

Subscribe calls NCS's GETroutedeliverydelays endpoint sending the number of the account and the code of the application (Account Management and/or One CSR Portal) to display broadcast message(s) in real-time. The messages display on the account as long as they are broadcasted in NCS, and disappear when they are deleted in NCS circ.

In One CSR Portal the Late Route messages are displayed above the tabs

In Account Management these messages are displayed on a Delivery Issue page where the user can submit a complaint.

Setup guide

Please follow the steps below:

1. Please create a ticket for the Implementation manager to configure the feature. Important implementation details can be found below.

2. Ask your Project Manager to create Late Route messages in NCS. Please remember to specify whether it should be One CSR Portal and/or Account Management. The Late Route messages should be displayed in One CSR portal and/or Account Management in real-time. Please see the guide below.

Implementation details

To turn this feature ON for Account Management the Subcon. Configuration property DisplayDeliveryDelayMessages inside Complaint module should be set to true (true by default).

To turn this feature ON for One CSR portal the StartCallRouteDeliveryDelays appsetting should be set to 1.

The method should send SubscriptionId and/or AccountNumber, and ComplaintSource (DSICode from Apptypes table) in the request. For the response please see the example below:

The response returns the messages that meet the following criteria:

• ‘Broadcast To’ is either Customer Service - will be displayed in One CSR portal, and/or iServices Subscriber - will be displayed in Self-Service

• Message is not expired, i.e.Start Date is less than MAX (PublishingDate/TODAY) and EndDate is NULL or greater than MAX (PublishingDate/TODAY), where MAX (PublishingDate/TODAY) means latest of publishing date or calendar date

• Subscription starts before publishing date

Broadcast messages setup in NCS circ

In NCS circ go to Messages tab. At this tab you can add a new broadcast message as well as view existing broadcast messages, modify them or delete them.

To add a new broadcast message please click 'Add' buttton and specify the following:

• Message information section

  • Product - please select the product for which the message should be sent.

  • Start date, End date - please enter the date range during which the message should be distributed, End date may be left blank

  • Selection type - please select the distribution type for this message (could be district, truck, route or all). Messages with Selection Type = All will be displayed to all subscriptions including those with delivery methods Online and Mail

  • Selection - enter the specific truck, district, route or delivery method for which the message should appear. E.g. if you have specified the route in the Selection then enter the exact route number here.

  • Message - add the text of the message

• Message Usage section

  • Print on - this section has options used by NCS operational staff. Leave this section blank

  • Broadcast To - please select the following

    • 'Customer service' - the message will be displayed in One CSR portal

    • 'iServices Subscriber' - the message will be displayed in Self-Service

• Broadcast time section - here you can set the exact time the message should be broadcast during the selected date range. Please enter the time and specify whether each is AM or PM

After all the required information has been entered please click 'Ok' to save the changes and start broadcasting.

This guide explores the payment and billing management functionality of the SubCon Admin Portal. It describes and provides instructions for each feature of the payment/billing tab. You can:

• view a subscription's billing status, saved payment methods, and transactions

• make payments and update payment methods

• opt subscriptions into automatic renewal (auto-renew)

• switch auto-renew subscriptions back into invoices

• opt subscriptions into/out of an electronic bill (eBill)

Tip: To quickly show an accounts current balance, select the show balance button in the upper right corner. If the displayed number is negative, the account is past due.

Navigation

To view the payment/billing tab, perform a , and then select the payment/billing tab.

Grids

Status Details

The status details section of this tab displays information about a subscription's status. These values are processed in real-time. The source column indicates which database the values come from, either Subscribe or Circulation.

Saved Payment Methods

The saved payment methods grid displays a subscription's saved payment methods. The values come in real-time from the circulation system.

Subscription Financial Transactions

The subscription financial transactions grid displays a subscription's transaction history. Use the drop-down menu to apply length filters. Select the icon in the details column to view detailed transaction information.

The values come in real-time from the circulation system.

Transaction Terms

Detailed Transaction Information To view these details, select the icon in the details column. Important: The payment amount includes any adjustments, coupons or discounts.

The values come in real-time from the circulation system.

Payments

Make a payment

For security reasons, a CSR Rep can only make one payment every 24 hours.

To make a payment:

1. Select the make a payment button.

2. Choose a payment term and rate.

3. Confirm whether the subscriber wishes to add a tip.

4. Confirm whether the subscriber wishes to enroll in auto-renew. If so, check the auto-renew box.

5. Confirm the disclaimer text to the subscriber and select a payment method.

6. Enter the payment information details and select Submit. The request is processed in real-time with the payment provider and NCS Circulation system. Note: The activation fee is a flat fee applicable to subscriptions not currently enrolled in auto-renew. The fee amount is configurable in the Subscribe and Circulation databases.

Auto-renew

Opt into auto-renew

For security reasons, a CSR Rep cannot opt a subscription into auto-renew if a payment has been made in the last 24 hours.

To opt a subscription into auto-renew:

1. Select the auto-renew sign up button. The sign up form appears.

2. Confirm a payment term with subscriber. Term is the number of weeks per billing cycle. Total payment is the amount due today.

3. Confirm the disclaimer text to the subscriber and select pay with credit card.

4. Enter the credit card details and select submit. The request is processed in real-time with the circulation system.

The new payment method will appear in the saved payment methods grid after selecting the refresh button.

Update a payment method

A CSR can update the payment method of the subscription that's on auto renew.

This feature allows you to update a payment method (e.g. switching credit cards) or change a payment method (e.g. switch from a credit card to a bank account).

To update or change a payment method:

1. Select the update payment method button. The feature appears.

2. Confirm the disclaimer text with the subscriber.

3. Determine if the subscriber will update or change their payment method. If only updating, select the continue with… button. If changing, select the switch to… button.

4. Fill in the new payment’s information.

5. Select either submit or save, depending on which option the subscriber chose. The updated payment information is processed in real-time with the circulation system.

The new payment method will display in the payment method grid on the next published day.

Switch to invoice

To switch to invoices:

1. Select the switch to invoice button.

2. Confirm the disclaimer text with the subscriber.

3. Select submit. The updated information is processed in real-time with the circulation system.

eBill

Opt into an eBill

You can opt subscriptions into an eBill only if they are not enrolled in auto-renew.

To opt a subscription into an eBill:

1. Select the eBill sign up button. The sign up form appears.

2. Verify the email address. If a subscription email is recorded, that will automatically populate here.

3. Confirm the disclaimer text to the subscriber and select submit. This request is processed in real-time with the circulation system. The new email address will populate in the eBill field under Status Details.

Update an eBill email address

Once a subscription has opted into an eBill, the corresponding email address can be updated in the status details section. Select the pencil icon the eBill row and enter a new email address. Any change will occur in the Circulation system in real-time.

Opt out of an eBill

To opt a subscription out of an eBill:

1. Select the cancel eBill button.

2. Confirm your decision and select OK. This request is processed in real-time with the circulation system. The email address will be removed from the eBill field under Status Details.